Customer satisfaction with Maltapost

Nowadays, regrettably, one reads a lot of negative comments regarding the Maltapost service.

We deal with Maltapost very frequently due to our business and I must emphasise that we have always been given very good service, especially by the EMS section. The efficiency displayed by this unit is such that it has encouraged us to make use of this service even more frequently because, in certain instances, it performs even better than the higher-charged private courier services. Two pointers for this section are that they should improve on handling and storage of goods (it is very risky to have delicate items transported by this service) and an improved tracking system is required. Coming to the subject matter of this correspondence, last week we had two urgent parcels booked from Germany to Malta as part of an urgent consignment to a client of ours.

We undertook to provide these via parcel mail as through experience we found that the DeutschePost-Maltapost link normally gets goods here in three days. In this instance, unfortunately, the parcels took longer and we ended up in trouble with our client.

I took the chance to call at Maltapost offices at Qormi on Saturday morning and I was very positively impressed by the excellent customer service, to the extent that the lady in charge of the desk took the initiative to go to the mail room herself and found that our parcels had arrived during the Friday evening shift and were being prepared to be delivered to us. I was able to pick them up there and then, and within the hour they were delivered to our client to the complete satisfaction of all involved.

I must thank the staff on duty at Maltapost last Saturday morning and also commend the management for instilling such a strong sense of customer service.

Please do keep it up and maybe some action can be taken on the couple of suggestions I made through this correspondence.