Survey finds postal services are meeting the public's needs

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But lost mail and queuing are key consumer concerns


The most comprehensive independent survey ever conducted into the views and experiences of postal service users in Scotland has revealed that mail services and post offices are meeting their needs on many different levels.
Scottish Postal Services: Consumer Survey 2010, was commissioned by Consumer Focus Scotland and conducted with a representative sample of adults across Scotland. The results highlight the continuing strong interest in, and loyalty to, both mail services and post offices that consumers have, with those living in remote rural areas having a particularly strong attachment to postal services and an eagerness to protect and develop them in their locality.

The survey found that over three-quarters of consumers rated the overall reliability of the mail delivery service as very or quite good. Proximity to the nearest post box, the number of deliveries each week and the quality of service provided by mail delivery staff also scored highly with consumers.

It also found that four in five consumers visit a post office at least once a month, while a similar number believe that the post office plays an important role in their local community. Nearly three-quarters believe that post office staff provide useful information on a wide range of subjects.

However, the survey also identified areas for improvement. Those sending and receiving mail report experiencing a range of different problems, with 37% having had mail addressed to them delivered to another house, 34% delays in receiving mail and 24% having problems getting mail after it could not be delivered.

Foremost among the concerns highlighted by consumers of post office services are long queues, with over 70% saying that reduced queuing times would improve their experience of visiting a post office. Only around one-third of urban consumers currently feel that a trip to the post office is quick and convenient.

Marieke Dwarshuis, Director of Consumer Focus Scotland, said: “This survey provides a detailed picture of the way in which consumers use post offices and mail services in twenty-first century Scotland. The overall results are positive with consumers being generally satisfied with their experience of postal services. However, there is room for improvement. Problems with lost, damaged or delayed mail, or mail which is delivered to the wrong address, can cause considerable inconvenience or distress, while queuing time remains a frustration for many post office users.

“To help avoid problems with mail delivery we would urge consumers to ensure that their property is clearly named and/or numbered and that they have a clear system for redirecting their mail when they move home. Also, anyone experiencing problems with mail deliveries should make a complaint so that systemic problems can be identified and tackled. We have already discussed the report’s findings with Royal Mail and will work with them on its recommendations to support the improvement of postal services in Scotland.”

Ian Mckay, Director of Scottish Affairs at Royal Mail Group, said: “Royal Mail welcomes this report and it again underlines the importance of postal services in Scotland and the value that many people, particularly in rural areas, place on the services that our businesses provide, either through mail deliveries or through using vital services at post office branches.

“Royal Mail continues to work hard to reduce complaints about its service and to put these complaints into context, Royal Mail processes over 5 million items to 2.5 million addresses every working day in Scotland and will invest £59million over the next three years on our Modernisation Programme. In Post Office Ltd, customer service remains one of our top priorities and our new system in some of our Crown Post Offices is seeking to address this.”

The report makes a series of recommendations to the UK and Scottish Governments, Scottish local authorities, Postcomm, Royal Mail, Post Office Ltd and to consumers, aimed at bringing about further improvements in the consumer experience of postal services in Scotland. The survey data will also be used as a baseline, against which consumers’ use and views of postal services in Scotland can be measured in the future.

Ends
Notes to editors

The survey was conducted with a sample of 1,182 adult across Scotland in September 2009. The full survey report, provided by George Street Research, is published separately on the Consumer Focus Scotland website.

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In December 2009 there were 1,447 post office branches in Scotland, of which 987 were in rural areas.

Consumer Focus Scotland is rooted in over 30 years of work promoting the interests of consumers, particularly those who experience disadvantage in society. We work for consumers in all aspects of their lives: as tenants, householders, patients, parents, solicitors’ clients, postal service users, energy consumers and as shoppers.

Media contact
For more information or to arrange an interview, please contact Ryan Norton, Communications Manager on 0141 227 1852 or ryan.norton@consumerfocus.org.uk