Customer Needs Survey

The Customer Needs Survey is an annual survey of residential and SME (up to 250 employees) mail users. The purpose of the annual survey is to enable Postcomm to monitor customer behaviour and attitudes towards the postal service.  The survey includes questions on:

  • mail usage – different products, payment methods, electronic communication versus post, post box and Post Office usage;
  • understanding of postal services available – awareness of prices, product specifications;
  • delivery and collection time experience;
  • importance of elements of the postal service – e.g. times at which mail is delivered, affordability;
  • satisfaction – e.g. with Royal Mail overall, and with elements such as time at which mail is delivered;
  • value for money of first and second class services;
  • experience of problems – e.g. mail that has been lost damaged or delayed and how Royal Mail has dealt with those that have complained;
  • theoretical service changes - e.g. changes in deliveries and collections.

Related documents:

Customer Survey 2008
Customer Survey Report 2008 (pdf, 677KB)
Customer Survey Appendix B - residential slides (pdf, 3006KB)
Customer Survey Appendix C - SME slides (pdf, 3154KB) 
Customer Survey 2007
The Needs of Users of the Postal Service - Customer Survey Report 2007 (pdf, 964KB)
Customer Survey Appendix B - residential tables (pdf, 795KB)
Customer Survey Appendix C - SME tables (pdf, 844KB)
Customer Survey 2006 
The Needs of Postal Users - Customer Survey Report 2006 (pdf, 1471KB)