Australian Newsagency Blog

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How the new approach to newspaper home delivery fails customers

Mark Fletcher
September 27th, 2019 · 7 Comments

I was talking with a newsagent who had handed back their newspaper home delivery runs to the publisher as few months ago. They were telling me about customer experiences. They handed back the run because it was not financially viable and because representations to the publishers for fair compensation were unsuccessful.

Now, months after handing there run back, their old home delivery customers tell them that in the event any paper is missed, it is never replaced. The publisher provides a credit to the account as the only solution to them missed paper complaint.

What this experience demonstrates that the demand by publishers on newsagents that they take out a paper in the event of a reported miss is not a standard to which they hold themselves when they take over a run.

The publisher is demonstrating double standards. For decades they unleashed relentless pressure on newsagents in terms of home delivery service levels, demanding a c retain standard, a standard they themselves fall short of when they take over a home delivery service.

This failure by the publisher shows that the decades of demand were a big business bullying a small business because they could, not because it was right for the customer. I think this is poor social responsibility boy the publisher.

21 likes

Category: Newspaper distribution · newspaper home delivery · Social responsibility

7 responses so far ↓

  • 1 Peter // Sep 27, 2019 at 8:33 AM

    I have found the most important pat of reliable paper delivery service is the ability to redeliver an item that is missed irrespective of the cause, (blame etc).

    2 likes

  • 2 Graeme Day // Sep 27, 2019 at 12:25 PM

    Spot on Peter.

    1 likes

  • 3 pat e // Sep 27, 2019 at 1:32 PM

    Obviously not from a large regional territory Peter.

    1 likes

  • 4 Mark Fletcher // Sep 27, 2019 at 3:06 PM

    The point of my post is that when publishers take over, a redelivery is not an option … yet they expected newsagents to do this.

    1 likes

  • 5 Graeme Day // Sep 27, 2019 at 3:11 PM

    How large. We did 1, 000 SMH’ 80 Aust and 250 Teles 25 FR’s al over the fence M to F. 3,000 Sunday 2,300 Sat. and redelivered evry reported miss without argument from our side. ah! a very different era it was in the 70’s smaller area max volume, plus the customers were ours and they paid fortnightly in the shop.
    this is one of the reasons that the publisher have to look at economies of scale and so did newsagents which result in handing back and the eventual takeover.

    2 likes

  • 6 Mark Fletcher // Sep 27, 2019 at 3:15 PM

    And in publishers then, finally, realising that re-delivery is not economically viable in many situations.

    2 likes

  • 7 Graeme Day // Sep 27, 2019 at 5:42 PM

    Correct

    2 likes

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