Quality Measurement System

Hellenic Post owns Quality Measurement System for monitoring Domestic Mail and Cross-border Mail (originated by or to be delivered to foreign countries). During the recent years, the Quality Indicators have recorded steady growth, achieving and even exceeding all goals set by the National Regulatory Authority EETT (Hellenic Telecommunications and Post Commission), as well as operational goals.

Description of Quality Measurement System

The measurement system for Domestic First Class Mail, named “GREX” (GReece EXternal Quality of Service Measurement System), is designed and operated in accordance with the requirements of the European Standard EN 13850:2002: “Postal services - Quality of service - Measurement of the transit time of end-to-end services for single piece priority mail and first class mail”.

End-to-end is defined as from the point mail is placed into the collection/acceptance system, to the final delivery point. Test letters carry microchips (RFID tags), which can help identify where bottlenecks may occur and where corrective actions are necessary.

Hellenic Post has invested in a RFID Technology Diagnostic Equipment and Software (Quality of Service Monitor – QSM), which is used respectively by the largest postal operators worldwide, for monitoring and improving the procedures and processes of mail distribution (Collection, Sorting, Dispatching, Delivery). The QSM System has been operating since 2006 and is continually upgraded and expanded.

Quality measurements are carried out by an independent external body, certified with ISO 9001:2008 in the field of “installation and operation of postal services’ quality measurement system”. The measurement system GREX has been audited in all stages and procedures by independent external certified body in accordance with the requirements of the European Standard (see Certificate).

Moreover, Hellenic Post is a member of the International Post Corporation (IPC) and Universal Postal Union (UPU), and participates in the International First Class Mail Quality Measurement System (UNEX & QLMS respectively). Measurements are performed by an independent certified company (on behalf of IPC & UPU) which provides quality indicators for mail travelling between Countries.

Quality of service performance

Hellenic Post has reached high quality levels during 2016, succeeding all quality targets for First Class Domestic Mail transit time, as these were set by 72142/1663/04-12-2014 Ministerial Decision.

  • The Speed Performance Indicator for Domestic First Class Mail (X+1), (i.e. mail delivered the next working day following the deposit day), reached 87.3% during 2016, succeeding the target (87%). Monthly evolution of the "X+1" index is presented in the attached “Χ+1 chart”.
  • The Reliability Performance Indicator for Domestic First Class Mail (X+3) (i.e. mail delivered on the third working day following the deposit day) reached 99.0% during 2016, exceeding the target (98%). Monthly evolution of the "X+3" index is presented in the attached “X+3 chart”.
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