De Post (Belgium)

The financial services department of the Belgian De Post wants to professionalize its image by creating dedicated banking shops in the mayor Post offices (shop-in-shop). These shops will be branded differently from the postal services and will have a waiting area, and 1 or 2 offices where customers can see an advisor to learn about financial products.

De Post asked TOTE-M to examine the customer experience through the journey in the office in the former situation, in a pre-pilot situation where several offices are equiped with a best effort simulation of the final concept and in a pilot fase where the full concept is implemented in several pilot offices. Subject of the analysis will be the evolution of the overall customer experience, the correspondance of the experience with the (target) customers’ critical needs and expectations and the brand promises of De Bank of De Post.