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Post policy research

Parcel Complaints Journeys

16 September 2019

Parcel delivery is an increasingly central part of the retail experience. But when things go wrong, it can be hard to fix them.

Supply and Use of Parcel Pick Up Drop Off Points in Great Britain

03 July 2019

Parcel pick up, drop off points are convenient external locations where consumers can send and receive parcels. But they aren't used to their full potential. Many people don't know about them, haven't been given the chance to use them or can’t access them. This should change.

Parcel Delivery Complaints on Social Media

27 February 2019

Our new analysis finds that hundreds of thousands of complaints are made against parcel companies each year. We’re calling on them to publish complaints data

Accessibility at post offices

06 November 2018

This report looks at the accessibility of the post office network and the changes that Post Office Ltd has made in response to our research.

Trends in the Postal Services Market

18 May 2018

Expansion and competition in the postal sector has brought many benefits for consumers, but there are still improvements to be made. This report brings together our recent work, highlighting our current priorities and recommendations for market improvements.

Rural Post Office Use

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.

Consumer use of post offices

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.

Access all areas?

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.