Roland Berger customer survey - April 2004

The aim of this survey was to give Postcomm a detailed understanding of customer demands with regard to the range, price, and quality of postal services, in order to inform our decisions on market opening.

Five hundred and forty-nine face-to-face interviews were conducted with business mail customers of all sizes. Principal results were that:

• Customers' strong ties to Royal Mail mean that clients will only switch to new entrants offering significantly better prices or service levels.
• Customers are not well-informed about liberalisation. New entrants must increase their communication efforts.
• Customers’ reluctance to switch to new operators may only be overcome when there are success stories about Royal Mail’s competitors.
• Customers’ expectations of full coverage, and their non-acceptance of access models as a substitute, are the principal barrier to market entry.

Link to  Roland Berger customer survey (pdf, 2MB)