Consumer Focus welcomes 'do what they say on the tin'

[TrueBlueTerrier]

Consumer Focus welcom

es ‘do what they say on the tin’ postal product name changes

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Responding to the consultation put out by Royal Mail today, Robert Hammond, Director of Postal Policy at Consumer Focus, said:

‘Our research shows widespread confusion over the services Royal Mail offers, even with fundamental products such as First and Second class postage. This confusion means people could be paying more for a premium product they don’t actually require, or choosing an option offering less protection than they need if something happens to their item.

‘We welcome Royal Mail’s decision to change names so they ‘do what they say on the tin’, such as the proposed Royal Mail Signed For. We have called for a simplification of product names. Cutting the number of parcel weight bands should also make it easier for consumers to identify the right service for them.

‘Today’s plans could mean a lot of changes for post customers. Key to making these changes successful will be training for post office counter staff to make sure customers get the right advice and information. Both Royal Mail and Post Office Limited must also do more through better consumer education. For example, a simple product finding chart could be displayed in post offices and online to help customers more easily decide which product best suits their needs.’

A recent Consumer Focus report – Getting the most from the post? – Consumers’ knowledge of Royal Mail’s products – highlights the consumer confusion over Royal Mail’s product range. Key findings include:

Low consumer awareness of even basic postal products. People seemed unaware that the only difference between First and Second Class is speed of delivery. 36 per cent couldn’t say what the features offered by First Class post are, rising to 45 per cent for Second Class.

Guaranteed delivery – people routinely chose First Class for next day delivery when only Special Delivery guarantees that. Less than a quarter (22 per cent) knew that Special Delivery provides guaranteed next working day delivery by a specified time.

Security for valuable items – over half of consumers said they would choose Recorded Signed For when sending valuable items or money, even though it only guarantees a signature on delivery. Fewer than one in five would choose Special Delivery even though this is the only product to offer appropriate compensation for valuable items.

Low awareness of free Certificates of Postage – only five per cent of consumers knew they could be used as evidence in compensation claims and over a quarter believed the certificates had to be paid for. The majority of consumers believed they needed an enhanced paid-for product to prove they have posted a letter.

[fishtank]

‘We welcome Royal Mail’s decision to change names so they ‘do what they say on the tin’, such as the proposed Royal Mail Signed For.

I am struggling to see how Royal Mail Signed For is any clearer than Recorded Signed For.
Substituting Royal Mail for Recorded is more about who makes the tin than what the contents do.

[Pat Ostman]

I think some people expected it to be a recorded (as in tracked) from point A to B.

[fishtank]

I'm also surprised they stuck with the 1pm target for special deliveries.
It causes no end of problems on a delivery that is scheduled to finish between 2pm and 3pm which must impact on the cost of the service.

[Pat Ostman]

I'm also surprised they stuck with the 1pm target for special deliveries.
It causes no end of problems on a delivery that is scheduled to finish between 2pm and 3pm which must impact on the cost of the service.

Yes, the 1pm specials are not fit for a revision based office