The Needs of Postal Users - Customer Survey

Postwatch, Postcomm and Royal Mail yesterday published the results of a joint research project, which was undertaken to determine the key needs of postal service stakeholders. A full copy of the results can be found here.

The research found that postal users were generally happy with present postal services, but felt that any reduction in the present levels of service was likely to be unfavourable. A range of postal attributes were analysed in the research, with results showing that all postal attributes tested were important to customers.

The research paid particular attention to collections and deliveries, showing that earlier deliveries and later final collections were felt to be beneficial to customers. The results also showed that respondents would not wish for collections or deliveries to be made any less than 6 days a week, as is presently required under the Universal Service Obligation.

The research will be used by Postwatch to inform policy decisions, and to allow a greater understanding of postal users needs.