14 March 2018
This report looks at each stage of a disabled customer’s journey to accessing postal services and outlines what’s important to disabled people at each stage and how well postal services are meeting their needs.
19 December 2017
Can self service machines address some of the challenges the post office network faces?
20 November 2017
Research into how rural consumers and small businesses use post offices, including comparisons with urban areas, and a look at how this has changed over time.
14 July 2017
This report is a comprehensive review of how consumers use post offices today, based on telephone interviews with 2,000 consumers and 1,000 small businesses.
14 July 2017
Research on the physical impact of the Post Office Network Transformation Programme, modelling the expected shape of the network by April 2018.
13 July 2017
This policy note looks at the use of post to access benefits, asking which services people use and investigating the impact of problems, when they arise
16 June 2017
This report explores consumer experiences of parcel deliveries, including the scale and type of problems people experience and how easy it is to resolve them.
30 June 2017
A review of service standards across the majority of the post office network as it reaches the end of the biggest period of change in its history.
02 February 2017
A review of the new Post Office Local model, comparing performance to previous years and to traditional post offices.
05 January 2017
Post office operators’ views on impact of major post office changes on customers - including customer experience, opening hours, quality of service, the future.
09 December 2016
Our research finds that many post offices need to improve how they communicate branch changes so consumers do not miss out on important information.
11 August 2016
Quantitative and qualitative study of British consumers to assess current and future needs and role for postal services, in light of changing market and regulatory environment.
04 March 2016
Our new research conducted by WIK Consult examines the impact of innovations in technology on consumers of postal services
22 September 2015
Our new research finds problems with staff knowledge, reliability and consistency in ‘new style’ post offices, being rolled out to over 5,000 communities by 2018
13 July 2015
Over recent years, following an extensive programme of postal reform in the EU, national postal operators, called universal service providers (USPs) have been corporatised and, in some cases, fully or partly privatised. This report reviews the impact this has had on consumers
07 April 2015
Report looks at how well informed consumers are about online shopping rights and the experiences of online shoppers living in rural, remote and island areas.
28 November 2014
Citizens Advice mystery shopping exercise to test consumers’ experiences of competition in the parcels market.
30 October 2014
Postal services across the UK continue to play a key role in facilitating communications despite the chall
31 July 2014
We are helping UK consumers living in rural, remote and island communities to make more informed choices about the businesses they order from over the internet.
