“Our outlets are the point of contact between us and the client, and we are working hard to encourage good service,” he said. “Recognising good service at outlets is a very important part of the Post Office’s drive to encourage good customer service.”

Petro Braack, manager at Belfast Post Office and Sanet Schleich, manager at Waterval Boven, agreed that their score was the result of a focus on quality service among their colleagues.

Mnisi says the quality oversight programme was not only meant to check customer service and compliance to operational requirements. It is also meant to standardise service levels: “Service at every post office must be excellent, no matter whether the branch is big or small. We check things that matter to the clients: whether offices are clean, open on time, and whether queues are handled properly.”