Postwatch release UK Post office research

Postwatch has released research on standards of service at post offices – focussing in particular on queuing, facilities and quality of advice. This research was conducted by Ipsos MORI, and builds on a similar exercise we undertook last year. Some of the main findings are:

– The overall average waiting time increased from 4 minutes 6 seconds in 2006 to 4 minutes 48 seconds in 2007.
– Between 2006 and 2007 there have been some notable improvements in facilities for customers with disabilities, with only 2 percent of post offices not having any facilities, compared to 10 percent in 2006.
– In over 90 percent of occasions, customer advisors correctly suggested Special Delivery as the most appropriate way of sending an item.

Good news that post offices are making progress in improving facilities and customer advice. Improvements for customers with disabilities are particularly welcome.

It is of concern, however, particularly given the forthcoming closure of 2,500 post offices, that queuing times have increased. This research should ensure Post Office Ltd is alert to potential pressures in the network. Postwatch will continue to locally monitor queuing at branches and raise concerns any problems we find with Post Office Ltd.