Pricing in proportion research
Postwatch, the watchdog for postal services, today releases research on Pricing in Proportion (PiP), Royal Mail’s new pricing structure.
The key findings are:
• 84 per cent of those interviewed were aware of PiP,
• 87 per cent of vulnerable customers who noticed a difference in the amount they pay (the elderly, rural dwellers and those on low income) believe they are paying more for their post following PiP’s introduction.
• 12 per cent of over 1000 items posted were charged incorrect postage;
Commenting on the research, Millie Banerjee CBE, Chair of Postwatch, said:
“Our research shows that Royal Mail’s huge effort to raise awareness and understanding of PiP has been successful but is potentially being undermined by some post offices failing to advise and charge customers correctly.
“One in every eight customers being incorrectly charged is indefensible and unacceptable. Our results clearly show the need for Royal Mail’s ‘amnesty’ on surcharges to continue until both customers and staff have adapted to the new pricing system. Additional staff training should help address this problem. In the run-up to the busy Christmas period, this should be undertaken immediately.”
Further information
Please contact:
Andy Frewin on 020 7259 1223 or 07900 263 004
Robert Forsyth on 020 7259 1364 or 07900 263 014
