Case Study: Post Office achieves reduced wait times and 113% campaign uplift with NetBase Quid

Post Office leverages social listening to improve operational efficiency

Post Office Ltd, which operates over 11,000 locations across the UK (including several thousand franchise postmasters), needed a way to manage the massive daily volume of social conversations and ensure consistent operational efficiency and customer service at the local level.

By deploying NetBase social listening—integrated with Post Office’s Lithium customer care tool and powered by industry-leading NLP to isolate relevant posts and trigger alerts—the team was able to act in real time on local issues and campaigns. The program reduced queue times at multiple branches, drove a 113% increase in campaign effectiveness (generating over 36,000 additional social conversations), and cut misinformation about the Post Office online by 80%.

Post Office

Darren Jones

Senior Social Media Manager