A survey published today by Consumer Focus shows that queuing times in 34 of Northern Ireland’s main post office branches have improved since last year and are the lowest in the United Kingdom. The survey, which was carried out in October and November (before the Christmas rush), found average queuing times throughout the day of 2 minutes and 41 seconds, compared to 4 minutes last year, and a UK average of 4 minutes 38 seconds.
This improvement is despite the closure of many branches by Post Office Limited over the past year.
However, the proportion of counter positions open at any one time remains low at an average of only 54 per cent which suggests that there is still room for further queue reduction, particular between 12noon and 1.00pm when the number of counter positions open was at their lowest.
Service quality in these branches was found to be very good – and in particular, polite, friendly and helpful.
The overwhelming majority of branches surveyed were judged to be clean, well-lit and tidy and with the best access to parking (including disabled parking) of any part of the UK.
However, Northern Ireland’s main post offices were found to have a higher level of obstacles and trip hazards than elsewhere and also a lower percentage of branches displaying opening hours and services offered visible from outside.
Chris Thirkettle, Post Office expert at Consumer Focus Post (NI) said:
“Customers will be pleased that standards of service at Northern Ireland post offices are good and improving. It is particularly encouraging that queues have been reduced since last year.
However, there is still room for improvement in terms of accessibility to, and within, branches and this is a matter of considerable concern for the elderly and those with limited mobility.”
Consumer Focus Post (NI) calls for more work to be done by Post Office Limited to improve the interiors of its main post office branches to make them a safer and more relaxing environment.
Notes to Editors
1. Consumer Focus Post is a statutory organisation that champions the interests of postal consumers across Northern Ireland. Consumer Focus Post started operating on 1st October 2008.
For further details please see our website: http://www.consumerfocus-post.org.uk
