News Release

Purolator Courier Ltd. recognized with prestigious awards for service excellence and world-class customer satisfaction

Purolator’s customer contact centres have been honoured with three awards for customer service excellence and satisfaction by the Service Quality Measurement Group, Inc. (SQM), an organization that surveys and analyzes customer and employee satisfaction for the contact centre industry in North America.

SQM ranked Purolator’s customer satisfaction level in the top one per cent of all contact centres surveyed, with awards for the highest first call resolution, world-class customer satisfaction, and in the case of Montreal, the highest customer satisfaction for a unionized contact centre.

SQM benchmarked more than 250 contact centres across North America for the period of October 1, 2004 through September 30, 2005. In Purolator’s two contact centres in Montreal and Moncton, SQM surveyed 400 customers within one to three days of their call to the contact centre to measure their satisfaction with the service experience. In addition, SQM surveyed 150 employees who work in the contact centres to measure their level of job satisfaction.

“Receiving the SQM awards for service excellence is an outstanding accomplishment and a testimonial to the hard work, dedication and commitment to excellence exhibited by our contact centre team and across the Purolator organization,” said Brian Meagher, Senior Vice President, Sales, Marketing and Customer Service. “The awards validate the fact that we have an outstanding work environment with exceptional employees, and are positioned to continue to deliver the world-class service our customers deserve.”

Purolator’s 480 contact centre employees respond to over 11 million customer calls annually.