• Accessibility of post office branches across Northern Ireland for consumers with disabilities.

• Post office environment in terms of signage, presentation and layout of premises

• Quality of service provided during a typical post office visit

The findings of this study show considerable improvements in accessibility at many post office branches across Northern Ireland since a similar survey undertaken by our predecessor organisation, Postwatch (Northern Ireland), in 2004. However, the research also found that further progress and action is required to further improve access and reduce obstacles for consumers with disabilities.

In addition, the report demonstrates that the external and interior post office environment across a number of branches, especially the smaller rural post offices, could be significantly better. We believe this illustrates the clear need for investment across the post office network throughout Northern Ireland to deliver a modern consumer friendly environment that will help secure their presence and develop the vital social and economic role the post office plays in the community. In addition, financial support from the Northern Ireland Executive in the form of a Post Office Development Fund would be a welcome step.

The study recorded high levels of satisfaction with the overall quality of service provided during a typical post office visit. This is particularly the case for Crown post offices. These are welcomed developments. However, closer analysis illustrates areas where improvements should be made. Some of these include, action to tackle lengthy queuing times and for Post Office Limited to evaluate the effectiveness of staff training to ensure it is correctly aligned with the different post office operating models.

This report has identified the aspects of the network where improvements are required to ensure it fully meets consumers’ needs and expectations. To deliver these improvements we have suggested a package of recommendations we believe should be considered and implemented.

Key recommendations from Consumer Focus Post include:

• The Northern Ireland Executive should introduce a Post Office Diversification Fund similar to those which already exist in Scotland and Wales. This would help provide capital investment and improvements in service, especially in rural areas.

• Post Office Limited should effectively monitor and review queuing times of consumers particularly in their busiest branches. Use of effective queue management systems and more counter access at peak times is needed.

• Regular and consistent training programmes should be conducted for all counter staff regardless of post office type to further improve the service offered throughout the entire branch network. This will represent an important commitment in the future of the network.

• Post Office Limited should continue to undertake biennial disability audits, at each post office premises throughout Northern Ireland and information on their Branch Access Guide website is regularly updated.

• Signage or symbols displaying services available to consumers with disabilities should be clearly displayed at the point of entry to each post office branch.

The new findings show that post offices are well-used and valued, with four in 10 consumers visiting the post office once a week, increasing to six in 10 among consumers with a disability.

The report identifies significant improvements since the last survey² in 2004 in accessibility for people with disabilities, who rely more heavily on post offices. For example the number of branches with disabled car parking spaces outside has more than trebled from 13 per cent to 44 per cent, rising to 73 per cent at larger branches. We are also pleased to report high levels of customer satisfaction at many post offices, with directly managed branches scoring almost full marks in each of the customer interaction categories³

However, the research has also found that while many consumers enjoy the benefits of having a local post office they are often frustrated by aspects of the service provided when they come to use it. A number of key issues have been identified, which Post Office Limited must tackle to make sure the network fully meets the needs of all Northern Ireland consumers.

Key issues highlighted by the research include:

Queues: Queues are a consistent customer frustration, particularly in larger and busier branches. In Crown Post Offices customers usually spend four minutes longer in the queue than in smaller branches, with almost 10 people queuing on average. ⁴
Opening hours: Opening times vary widely and the research shows almost one in five (19 per cent) post offices visited did not display their opening hours. This basic issue can create customer confusion and inconvenience. 
Disabled Access Signage: the lack of symbols or signage at seven in 10 post offices, which display services available for consumers with disabilities, can create unnecessary obstacles for many.
Post Office Environment: More than one in seven (15 percent) post offices were found to have signs of disrepair. This was more prevalent in rural post offices compared to urban.

After sharing the report with Post Office Limited they have agreed with a number of the recommendations aimed at improving access for people with disabilities and outlined measures they have introduced to reduce queuing times at Belfast’s busiest Crown Office. This is a positive starting point, but further action is required and Consumer Focus Post will be working closely with Post Office Limited to secure further improvements.

Kellin McCloskey, Head of Postal Policy at Consumer Focus Post, said:

‘Post offices remain a vital and valued service for local communities throughout Northern Ireland, especially in rural areas and for vulnerable consumers. We have seen improvements since the last survey in 2004 but there are still many areas of service where consumers feel post offices can, and should, be improved.

‘Consumers with disabilities rely particularly heavily on their local branch – so it is very welcome that Post Office Limited is looking at how it can further improve accessibility throughout their branch network. However we also need to see wider commitments from Post Office Limited and Government to make sure all customers get a consistently good quality of service.’

Post Office Limited has invested in the majority of their eight Crown Post Office branches in Northern Ireland and this has delivered positive changes. But these findings show the clear need for further improvements across the entire post office branch network, particularly in smaller rural post offices.

The results of this study are especially important as Post Office Limited prepare to commence a major transformation of their network from April 2012. It is important Post Office Limited learns from the issues identified in this research to ensure a consistent and effective approach to future changes.

Key recommendations from Consumer Focus Post include:

• The Northern Ireland Executive should introduce a Post Office Diversification Fund ⁵ similar to those which already exist in Scotland and Wales. This would help provide capital investment and improvements in service, especially in rural areas.
• Post Office Limited should effectively monitor and review queuing times of consumers particularly in their busiest branches. Use of effective queue management systems and more counter access at peak times is needed.
• Regular and consistent training programmes should be conducted for all counter staff regardless of post office type to further improve the service offered throughout the entire branch network. This will represent an important commitment in the future of the network.
• Post Office Limited should continue to undertake biennial disability audits, at each post office premises throughout Northern Ireland and information on their Branch Access Guide website is regularly updated.

• Signage or symbols displaying services available to consumers with disabilities should be clearly displayed at the point of entry to each post office branch.
 
ENDS

Notes to Editors:

Media Contact – Michael Legg 028 90675043 (Out of Hours) 07917 858510

• Consumer Focus Post is a statutory organisation that champions the interests of postal consumers across Northern Ireland.

1. The full report can found at www.consumerfocus.org.uk/northern-ireland

Consumer Focus Post commissioned Millward Brown Ulster to carry out a mystery shopping exercise assessing the consumers’ experience and quality of service they receive during a typical post office visit. The exercise was conducted at 100 post office branches covering the different operating models involving two visits per post office at different times of the day. There are approximately 480 post offices in Northern Ireland.

2. A study undertaken by the predecessor organisation, Postwatch Northern Ireland, in 2004 to measure the accessibility of Northern Ireland’s post office network. The
findings showed almost a third of post offices had poor or very poor disabled access.
One in five had aisles which were too narrow for wheelchair users and only 13 per cent provided parking spaces for disabled customers.

3. Directly managed Crown Post Offices scored almost full marks on customer service, Franchise Post Offices scored nine out of 10, and sub post offices scored eight out of 10 and Post Office Locals scored only seven out of 10. Scoring categories included appearance, manner, attitude, knowledge, clarity and depth of information provided.

4. Average length of time spent in the queue -
• Crown Offices (5.8 mins)
• Smaller Post Offices (1.4 mins)

5. A funding initiative made available by the devolved administrations in Scotland and Wales, where sub-postmasters can apply for financial support to develop and diversify their business in order to ensure their sustainability within their local community. The Welsh Assembly Government has made £4.5M available through the fund over a 3 year period and Scottish Government has made £2M available to date.

‘We welcome this announcement by Edward Davey – a ten year deal is good news. An agreement of this duration is important to support the long term sustainability of the network and the viability of Post Office Limited after it splits off from the Royal Mail Group. Mail accounts for one third of post office revenues and therefore is a key part of the jigsaw in maintaining a strong and healthy post office delivering those services that consumers expect. This deal helps provide firm foundations for the post office network’s future.

‘Over the next few years there is the opportunity to build on this arrangement by ensuring that post offices deliver the widest range of services in the most convenient ways, while at the same time broadening the range of services available from the network. The fact is that the post office is changing – banking and Government services are its future.

‘The coming years will see major changes to the post office branch network – these changes need to work for consumers and ensure the network can offer and benefit from the new product areas. If the range of products, the quality of service and the ease of access can be delivered then post offices will continue to play a unique and vital role for consumers, businesses and the wider society.’

Media Contacts:

Michael Legg: 028 90675043 (Out of Hours) 07917 858510

Notes to Editor:

• BIS Press release – Future of Post Office is secure – Davey
(http://nds.coi.gov.uk/content/Detail.aspx?ReleaseID=422949&NewsAreaID=2&utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+bis-news+%28BIS+News%29 )

Many people may be risking Christmas disappointment by posting their Christmas mail and doing their online Christmas shopping at the last minute.

Kellin McCloskey, Head of Postal Policy at Consumer Focus Post said:

‘We’d urge people to start thinking about Christmas post and stocking up on second class stamps now. With first class stamps costing 46p and second class 36p, savings can be made by posting early and opting for the slower service.

‘Posting and ordering gifts early will save money and ensure items arrive in plenty of time. Mailing early also gives your postie a fighting chance to deliver the huge surge in Christmas post on time.

‘A lot of people may leave things to the last minute and could be in for a shock if we experience poor weather conditions similar to last December. Christmas can be stressful enough without worrying about getting a frosty reception from family and friends if your gifts or cards aren’t delivered in time.’

Consumer Focus Post is urging people to plan ahead and beat the festive post rush. To help consumers avoid any Christmas catastrophes with their post this year, the watchdog is publishing its top tips for a happy and ‘elfy’ festive period:

1. Post as early as possible using second class. This will save money and cut stress by ensuring items are delivered well in time for the big day. The last recommended postal dates for the UK include: Standard Parcels – Wednesday 14 December; 2nd Class – Saturday 17 December and 1st Class – Tuesday 20 December 2011¹

2. If you are sending presents, ask for a free postage certificate (available from Post Offices), it will be required for compensation for loss, damage or delay to your gift²

3. Queues at the Post Office are one Christmas tradition we could all live without – Where possible, avoid them by buying and printing off postage online³. But remember if the item is valuable and you need a certificate of posting, you will still need to go to the Post Office counter

4. Avoid simple common errors:
• Pay the right postage.⁴ If in doubt check the card – most will be marked if you need a Large Letter stamp. Cards longer than 25cm, wider than 16.5cm, thicker than 5mm or heavier than 100g will need a Large Letter stamp.
• Ensure presents are carefully packaged and fragile items are labelled.⁵ If it is valuable, send it Special Delivery – with the correct level of compensation cover.
• Make sure the address is correct and easy to read including a post code and return address on the back.⁶
• If you are sending cash or vouchers mail them using Special Delivery, if you use any other service you can’t claim compensation if they go missing.

For more useful Christmas posting tips, go to Consumer Focus’s Twitter feed and Yule Blog:

http://www.consumerfocus.org.uk/blog

ENDS

Notes to editors:

Consumer Focus Post is the watchdog for postal consumers in Northern Ireland.

1. Check the last recommended post dates at http://www2.royalmail.com/greetings

 2. Post Offices do not automatically issue Certificates of Posting for First Class, Second Class or standard parcels, so people need to remember to ask for one at the Post Office counter. Without a Certificate Royal Mail will only pay a minimum of 6 first class stamps in the event of loss or damage, but with proof of postage and evidence of value customers are entitled to a postage refund plus compensation for actual loss up to the value of the item, or 100 first class stamps, whichever is the lowest.
3. Royal Mail operates an online postage service.

4. Since 2006 Royal Mail has charged for stamps by both weight and volume, and if customers don’t pay enough postage Royal Mail will charge the remaining postage and impose a £1 surcharge on the recipient. The posting size of a greeting card is sometimes printed on the back, and if you are sending a large document and can fold it this might take you down to a lower price step.

5. Royal Mail’s website lists its recommended packaging for a wide variety of products. Remember that Royal Mail does not accept liability for items that have not been secured or packaged in such a way as to prevent damage during normal transit through the post.

6. Customers can check up to 15 postcodes free every day on Royal Mail’s website or by calling 0906 302 1222 (Monday to Friday, 8am to 5pm; calls charged at 50p/minute). Alternatively call Royal Mail on 08457 111 222 (Monday to Friday 5pm to 7pm, Saturday 9am to 2pm; calls charged at local rate).

‘It is important that consideration is also given to the viability of the post office network, which many consumers rely on to access essential services. We strongly support Simon Hamilton’s call for car tax renewal to be available in all post offices across Northern Ireland, as this is an important source of income for many branches.

‘We would also urge DVLNI to also consider providing driving licence renewal facilities at post offices in Northern Ireland. This service is currently being used in post offices in England, Wales and Scotland with great success.’

Note to editors

• Consumer Focus Post, is the watchdog for postal consumers in Northern Ireland. www.consumerfocus.org.uk/northern-ireland

‘The proposals made by Ofcom today suggest major change for the future of Northern Ireland’s postal service. We must ensure the right balance between putting Royal Mail on a stable footing and ensuring value and service for consumers.

‘It is clear that the current situation has become unsustainable. Mail volumes are declining and Royal Mail has not been a paragon of efficiency. But while change may be necessary, this consultation needs to stress test its ideas to make sure that consumers are assured of a Universal Service which provides good value and reliable service.

‘Mail services are going to get more expensive for consumers. While the unit cost of a stamp may seem small, consumers have a right to expect value for money for all services. If customers are to pay more for their post then the quality of service must be good, reliable and backed up by effective regulation.

‘If what emerges is a core regulated postal service centred on the current 2nd class service, Ofcom must ensure that the scope of that service covers all consumer needs, and that necessary protections and standards of performance are hardwired into the service.

‘This is a big opportunity for Royal Mail and it has to show that it can deliver good value and a reliable service for consumers. We welcome the fact that Ofcom intends to keep the service under close scrutiny and to step back in should the changes fail consumers.’

Notes to editors:

1. Ofcom’s consultation can be found on www.ofcom.org.uk
2. First class stamps have increased in price by 70% since 2003 and second class stamp prices have risen by almost 90%
3. Since 2006 postal volumes have declined by 25% and this is predicted in the Hooper review to continue to decline by 25-40% in the next five years.

With the high level of consumer concern – and one in five people unhappy for any of their neighbours to receive any of their post – Consumer Focus Post, the local consumer champion for postal consumers in Northern Ireland, thinks that the three month trial of the delivery proposals planned by Royal Mail, in a limited number of places across the UK, should be independently monitored for customer satisfaction. If the scheme is subsequently implemented, it is essential that people have a choice about whether to participate in the scheme. A range of other solutions, such as the increased use of Post Offices as alternative delivery points, lockerbanks at convenient locations, or paid-for evening deliveries should be considered before full roll-out of the delivery to a neighbour option.

Consumers have serious concerns, ranging from whether they trust their neighbours with their post to worries over whether their postman or woman should decide who mail should be left with. People were even less enthusiastic about neighbours taking in more important mail, such as post sent by recorded delivery:

Key findings from the watchdog’s research show:
•  Four in five (80 per cent) consumers thought they should be able to opt in or opt out of having a neighbour receive their post;
•  Half (49 per cent) said it wasn’t acceptable for a neighbour to sign for recorded post.

Chris Thirkettle, Consumer Focus Post postal expert, said, ‘Although some customers may think a neighbour receiving their mail would be convenient, four out of five think they should be able to choose whether this should happen. Many people don’t know their neighbours well, and wouldn’t want valuable or private mail to be left with them. We are calling on Royal Mail to give people a choice.’

Royal Mail’s proposals say that it will be down to postmen to choose which neighbour to leave post with – but people say they don’t think their postman would know their neighbours well enough to make this decision:
•  More than half (52 per cent) of consumers said they didn’t think their regular postman would have a reasonable knowledge of whether they knew or trusted their neighbours;
•  This rose to seven in ten (68 per cent) who thought a postman new to their round would not be able to make an accurate judgement about whether to leave post with a neighbour.

Those sending post want to know that it has been delivered correctly and arrived safely, and senders have also expressed their concerns with these proposals. Over half (54 per cent) said they would not be happy sending parcels or recorded delivery post if they knew delivery could be to the recipient’s neighbour.

Chris Thirkettle, Consumer Focus Post postal expert, said, ‘We understand why Royal Mail is looking for ways to deliver post in a more cost-effective way. But they can’t simply adopt a one-size-fits all model. This should be just one option – not the only solution on offer.’

If Royal Mail goes ahead with a trial it must carefully assess the effects on all four groups concerned: people sending post; those it’s sent to; neighbours who may receive it; and postmen. The success of the trial must be judged on independently monitored customer satisfaction and not just on whether Royal Mail’s costs are reduced.

People also have reservations about taking delivery of their neighbours’ post. Nearly half (46 per cent) said that they wouldn’t be happy to take responsibility for the condition of post they accept on behalf of a neighbour – especially as Royal Mail will consider post left with a neighbour as having been ‘delivered successfully’. People who accept an item in good faith for their neighbour could find themselves legally responsible for the safety and condition of the mail they receive.

Chris Thirkettle added: ‘’People want a reliable post service, with mail delivered safely and in good time. If this most basic service is undermined, consumer confidence in Royal Mail may suffer. The success of any changes to mail delivery must be judged on consumer satisfaction and not simply a reduction in Royal Mail’s costs.’

ENDS

Notes to editors

1.  Consumer Focus Post champions the interests of postal consumers across Northern Ireland.
Consumer Focus Post is part of the larger organisation, Consumer Focus, which is the statutory consumer champion for England, Wales, Scotland and (for postal consumers only) Northern Ireland. For further details please see our website: http://www.consumerfocus-post.org.uk
2.  The research was carried out by GfK NOP on behalf of Consumer Focus. 2054 adults aged 16 plus in the UK were contacted face-to-face between 18 and 23 August 2011. Data has been weighted to bring it in line with national profiles.
3.  Currently, undelivered post is taken back to the delivery office and a P739 card is put through the recipient’s door, detailing their three options: redelivery on another day; collection from the Delivery Office; collection from a Post Office (for a £1.50 fee).If the item is not collected/redelivered after a certain number of days the item is returned to the sender as undelivered.
Royal Mail proposals are:
o  The postman will attempt to deliver ‘undeliverable’ items as normal
o  If the addressee is not at home, the postman will go to the property of a neighbour, defined as someone who ‘lives within close proximity’. The postman chooses the neighbour
o  For non-signature items, if the neighbour is at home and accepts the item the postman will deliver a notification card to the addressee. This will detail the address of the neighbour
o  For items requiring a signature, the signature of the neighbour will be taken.
o  If the neighbour is not at home or does not accept the item, the postman will return the item to the Delivery Office as usual
o  Royal Mail will accept no liability for loss, damage or delay to the item once it is no longer in their control, whether this is after delivery to the addressee or delivery to a neighbour

Consumer Focus Post has called on Royal Mail to consider a range of other options to offer greater choice and security than the delivery to neighbour proposal. These could include:
o Expansion of Safeplace to non-business customers. Currently, this allows businesses to offer customers the option to designate an alternative delivery location including a near neighbour
o Roll-out of the successfully trialled paid-for evening delivery service
o Increased use of Post Offices as alternative delivery points so that the Post Office network becomes an optional delivery point rather than a costly redelivery option

‘We cannot judge whether Royal Mail has failed to meet its service targets from this data. Royal Mail uses figures it has adjusted to take account of disruption from snow and volcanic ash. These adjustments have not yet been reviewed or accepted by Postcomm and the regulator is unlikely to do so until the autumn. Until it does so, this remains Royal Mail’s view only.

‘Bad conditions clearly had a big impact on mail at certain points of the year, and the dedication of hardworking postmen and women delivering in difficult weather was appreciated by many Northern Ireland consumers. However this is the first time that Royal Mail has ever released “adjusted” figures around their Quality of Service Report and the un-adjusted figures show Royal Mail falling short in Northern Ireland of the 93% first class mail target¹.

‘When scrutinising these figures the regulator will need to consider in particular that Royal Mail’s poor performance in January to March happened when weather conditions improved² and that the worst spell of weather in December is excluded from this period.’

 ENDS

 Media Enquiries – Kellin McCloskey 028 90675042

 Notes to editors:

•  Consumer Focus Post is the statutory watchdog for postal consumers in Northern Ireland.  www.consumerfocus.org.uk/northern-ireland   
• All figures mentioned by Consumer Focus Post in this release are original, un-adjusted performance figures from Royal Mail.

1. In Northern Ireland, Royal Mail achieved 92.3% for 1^st Class mail against a national target of 93%.

Royal Mail cites the volcanic ash in April and extreme weather as mitigating factors for these failures. However, ash disrupted air transport for only 6 days and there was poor winter weather for only approximately four weeks (last two weeks of November, first two weeks of January; the Christmas period is exempted from these targets).

2. Royal Mail had its worst performance between Jan and March 2011, failing its UK targets for First Class, Second Class or Special Delivery based on raw data. Royal Mail attributes its poor performance in January to disruption from continued severe weather and the Christmas backlog.