Name : Ade Rahmatullah NIM\Offr : 180413620602\QBL

13th Meeting - Managing Complaints

1. Why do customers complain?

Based on observations and research in various media, Kepanjen branch post offices,
most customers complain about services that are not as promised. The delivery of the
express package that was promised one day arrived, it turned out to be delayed up to 5
days. Even regular packages are not immune to delays. Then another thing that is
complained about is the quality of package delivery services, where the customer's
package can be damaged or lost, but some cases have been compensated and some
others have a special agreement.

2. What proportion of unhappy customers complain?

Kepanjen branch post office in every month can have more than 100 complaints. Last
month (February) Kepanjen post office received 182 complaints. While packages and
letters sent by post are far more than the number of complaints. So, customers who
complain about 4% of the total customers who use Pos Indonesia Kepanjen branch
services.

3. Why don’t unhappy customer complain?

The author has been disappointed with the late delivery of the express post package,
I've also complained directly at the customer service desk, but still there is still a
delay in the package. On the website and social media owned by Pos Indonesia, there
are also many who complain about the lack of time for package delivery, but still
there are packages that are late in arriving. This makes the customer feel in vain to
complain, there is no point in complaining because the case always happens, though
not every time.

4. Who is most likely to complain?

Most of the complainants are shoppers at online stores. They complained about the
slow delivery of packages. This action is done more on the internet than talking
directly to customer service at the Kepanjen branch post office.
5. Where do customers complain?
Customers submit their complaints by telephone, social media, Pos Indonesia's
official website, and go directly to customer service. All of the media has been
provided by the Kepanjen branch post office. Complaints most often come directly to
customer service to get clear and face-to-face information.

6. What do customers expect once they have made a complaint?

The most hope is that package delivery by post can be even more timely. There are no
late deliveries and the post office wants to be more responsible for damaged or lost
packages.