Quality

In dialogue marketing, quality means that responses arrive at the desired time and in the expected quantity. That means Quickmail’s top priority is to deliver your mailings and catalogues on time, with no issues.

Quickmail uses motivated, well-equipped staff for this – as well as consistent quality checks. We train our staff regularly and perform specific checks of their knowledge. Training materials in 10 languages and in various formats such as videos, e-learning and personal on-site support keep employees up to date at all times.

Quality checks work as follows:

• Data collection of consignments sent:
  Quickmail’s delivery agents record which consignments they have delivered on a given day. This is done by entering the route sequence, i.e. ‘number 1 to number 334’. Quickmail describes this process as ‘indirect track & trace’, as delivery information is not recorded for each individual consignment, but rather for a clearly defined group of consignments.
  
  

• Data collection of undeliverable consignments:
  Any undeliverable consignments are recorded with the Quickmail routing number and the reason that they were undeliverable. Undeliverable rates that are higher or lower than average are analysed.
  
  

• Blind adresses:
  Delivery agents regularly receive consignments with a correct postal address (i.e. the house number, street, postcode and location are correct) but with the name of a person who does not live at the address given. The fact that these mailings are undeliverable can only be determined on site. If delivery agents do not report these consignments as being ‘undeliverable’, we immediately check whether other consignments have been delivered without issue.
  
  

• Forwarding and second delivery attempts:
  When undeliverable consignments are recorded, they are automatically checked against phone directory entries for if individuals have moved and the likelihood of being able to deliver. If there is a new address for a recipient, the consignment is forwarded on. If the address is confirmed by the phone book, a second delivery attempt will be made.
  
  

• The Quickmail app:
  The app provides all relevant delivery information for each mailing. Is there a ‘no advertising’ sticker on the letterbox? Or any special instructions for delivery? The app displays everything clearly and ensures a smooth delivery route. Our delivery agents use the app to send a delivery notification at the end of their route so our customers can see that the mailings have been delivered. This saves time and helps us to transparently deliver on our quality promise.
  
  

• Data Protection:
  Of course, quality assurance also includes the responsible, careful handling of the addresses entrusted to us. As well as complying with the Swiss Federal Act on Data Protection (FADP), we also observe the code of ethics of the Swiss Dialogue Marketing Association (SDV).