Nearly a quarter of customers (22 per cent) in Crown post offices are spending 10 minutes or more queuing, and over one in three (38 per cent) wait for more than 5 minutes, according to new research released by the new super watchdog Consumer Focus.

The figures come from a UK-wide survey of 424 post offices and have prompted Consumer Focus to call on the Post Office to put an end to these long queues.

Also, nearly a third of the post office counter staff (30 per cent) surveyed were found to be issuing customers with incorrect proof of posting documents - leaving customers with insufficient proof with which to claim compensation for lost or undelivered mail.  

Apart from the length of queues and proof of posting problem, the overall customer experience across all post office types has improved since last year’s survey.   The demeanour and attitude of staff at Crown post offices was rated highly, with 94 per cent of customers considering advisors to be polite and helpful. And the amount of time spent advising customers increased slightly.

Ed Mayo, Consumer Focus Chief Executive said: “Around the world people associate Britain with queuing.   We need to ditch the service culture that assumes that the customer can wait.  

“The Post Office must bring forward and publish its plans to modernise the remaining Crown post offices.   Branches with queuing and service problems should be targeted first rather than those that make the most money.”

Consumer Focus is calling the Post Office to:

·         Agree a programme of targeted improvements to deliver a consistent, high quality of service across the entire high street network – including publishing a schedule for the promised modernisation of Crown post offices and the introduction of queue management techniques.

·         Set targets so at least 90 per cent of customers are issued with the correct Certificate of Postage within the next six months.   Progress should be monitored using Post Office’s own internal mystery shopping exercise and the results reported to Consumer Focus.

·         Draw up urgent and targeted action plans - the post office equivalent of being put in ‘special measures’ - to deal with the rump of poorly performing ‘problem branches’.  

Post offices in Wales and Scotland had the shortest queues, and in Wales, Scotland, Northern Ireland and the South and West the majority of customers were seen within five minutes.

Post office customers in Greater London and the North were more likely to experience longer queues and above average waiting times.

The research looked at 154 Crown post offices, 220 franchised branches and 50 newly established WHSmith post office outlets.

Compared to Crown post offices, the queues in franchised branches were considerably better with only seven per cent of customers having to wait 10 minutes or more.   The quality of advice offered in franchised offices was similar to that in Crown post offices and the overall customer experience was rated positively.

Consumer Focus is however keen that these standards be maintained and improved, and is also calling for the Post Office to set targets for improvements to the quality of service at franchised offices by rolling out performance related contracts for franchisees.

The WHSmith franchises also appear to be operating well.   Queue times were slightly higher than those for Crown offices, but more time should be given for improvements in these branches as many are still ‘bedding down’ and have replaced post offices where queues were problematic. Accessibility, a major bone of contention over the last 18 months, was rated positively, and quality of service was as high as in Crown and franchised post offices.

Ends

Notes

1.        The report, Product advice and quality of service in Crown and franchised post offices, is the result of a mystery shopping exercise that was carried out at branches across the country.   The report can be found on the Consumer Focus website: www.consumerfocus.org.uk   

2.        The survey measured queue length and duration, the quality of advice provided and product knowledge of customer advisors, and branch performance focusing on accessibility, appearance and the availability of information pamphlets.  

3.        Mystery shoppers visited 424 post office branches of all types across the country from 6-30 June 2008.   A total of 154 Crown post offices, 220 franchised branches and 50 newly established WHSmith post office outlets were surveyed.

4.        To ensure consistent observations across branches and regions all mystery shoppers used the same evaluation forms and presented customer advisors with the same scenarios and information.    

5.        The process of franchising Crown post offices to established retailers began in the late-1980s. Franchising ensures that customers continue to enjoy access to Post Office products and services in key locations across the UK. Franchise partners are bound by stringent contractual requirements to ensure that service standards remain at the same high level after transferring from direct management by Post Office Ltd.

6.        With the recent transfer of 70 Crown post offices to WHSmith, the transfer of 14 more Crowns to other franchise partners and the closure of Ludgate Circus post office (in January 2009) the Crown network will number 373 branches. There are no strategic plans for further franchising after this point.

7.        Post Office Ltd has a comprehensive programme for modernising the remaining Crown post office network including creating a more welcoming customer environment and introducing self-service positions for mails products and queue reduction techniques.