Weighting matrix
Required Factor
Achieved
b     *c
a
Significance Level: 95%
Total                1604 100.000% 100.0000.06234
%  19.0000.08085
235  14.651
North 0-9 Employees
1.0000.01176
85   5.299%
North 10+ Employees
%  23.0000.13218
174  10.848
Mids 0-9 Employees
a
1.0000.02041
49   3.055%
Mids 10+ Employees
%  41.0000.11172
367  22.880
South 0-9 Employees
a
%   1.0000.00885
113   7.045
South 10+ Employees
b
%  13.0000.02995
434  27.057
Wal/Sco/NI 0-9 Emplo
b
%   1.0000.00680
147   9.165
Wal/Sco/NI 10+ Emplo
b
Columns Tested: a,b,c

## Table 1                                                                                                                                                                                           Page 2 C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total Agriculture, hunting and
20
5
5
2
1
5
*
2
4
3
-
2
4
33
forestry
1%
8%
7%
2%
1%
2%
*%
1%
4%
2%
-%
1%
4%
2%
bcfgjmbcdfghij
g
g
m
-
*
-
-
-
-
-
-
-
-
-
-
-
*
Fishing
-%
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
4
*
-
*
-
2
2
-
-
-
-
-
-
5
Mining and quarrying
*%
1%
-%
1%
-%
1%
1%
-%
-%
-%
-%
-%
-%
*%
259
6
9
9
26
45
43
59
27
12
9
22
17
283
Manufacturing
19%
9%
11%
10%
29%
21%
23%
21%
23%
10%
8%
13%
18%
18%
cdjkl
bcdjklm
cdjkl
bcdjkl
cdjkl
bcdjkl
Electricity / Gas /
24
*
1
2
-
2
4
7
1
1
2
4
2
27
Water supply
2%
1%
1%
2%
-%
1%
2%
3%
1%
1%
2%
2%
2%
2%
252
10
10
13
13
39
26
60
30
21
17
27
20
285
Construction
18%
15%
13%
15%
14%
19%
14%
22%
26%
18%
15%
15%
21%
18%
k
gjkl
Wholesale and retail trade: repair of motor
211
13
16
14
14
22
29
32
12
28
17
41
16
254
vehicles / motor cycles
15%
20%
21%
16%
16%
10%
15%
11%
11%
24%
15%
23%
17%
16%
efh
efhm
efhm
efhm
12
2
2
5
-
6
*
*
1
3
2
-
*
22
Hotels and restaurants
1%
3%
3%
6%
-%
3%
*%
*%
1%
2%
2%
-%
*%
1%
fm
fm
abefgim
fm
f
Transportation storage
34
2
2
3
-
8
4
9
1
1
-
5
6
41
and communication
2%
2%
3%
4%
-%
4%
2%
3%
1%
1%
-%
3%
6%
3%
ci
Financial intermediation
71
6
6
7
9
8
11
10
5
4
11
11
2
91
and insurance
5%
10%
8%
8%
11%
4%
6%
4%
4%
3%
10%
6%
2%
6%
adfm
adfm
f
Retail estate, rental
308
12
9
18
16
41
56
69
16
18
40
35
16
348
and business
22%
19%
12%
21%
18%
20%
30%
25%
14%
15%
36%
20%
17%
22%
ek
k
dekl
dek
abdehij
klm
Public administration
7
1
1
*
*
-
-
-
3
2
*
2
*
9
and defence
1%
1%
1%
1%
*%
-%
-%
-%
2%
1%
*%
1%
*%
1%
fm
6
*
1
1
-
1
-
4
-
2
-
-
*
8
Educational services
*%
1%
1%
1%
-%
*%
-%
1%
-%
1%
-%
-%
*%
*%
Healthcare and social
13
2
2
1
*
2
4
4
-
3
*
*
-
17
work
1%
2%
2%
1%
*%
1%
2%
1%
-%
3%
*%
*%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total Other community, social and personal service
112
4
11
7
3
20
7
13
11
13
13
24
7
133
activities
8%
6%
14%
8%
3%
10%
4%
5%
9%
11%
11%
14%
8%
8%
fgijlm
fgi
g
fgil
Private households with
-
-
-
-
-
-
-
-
-
-
-
-
-
-
employed persons
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
41
-
1
2
5
6
2
9
4
4
2
3
6
44
Engineering
3%
-%
1%
2%
6%
3%
1%
3%
3%
3%
2%
2%
6%
3%
l
l
gkl
l
l
l
l
l
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
5
*
*
1
-
-
2
-
-
3
-
-
-
6
Other answers
*%
*%
1%
1%
-%
-%
1%
-%
-%
2%
-%
-%
-%
*%
fm
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Agriculture, hunting and                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 5         | 5         | 20        | *      | 32   | 25    | 7     | 1   | -    | *                     | *          | 1          | 31              |
| 33                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| forestry                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 5%        | 2%        | 2%        | 1%     | 2%   | 5%    | 1%    | 2%  | -%   | 4%                    | 3%         | 3%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | -         | -      | *    | *     | -     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fishing                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | -%        | -%     | *%   | *%    | -%    | *%  | -%   | -%                    | -%         | *%         | -%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 3         | 2         | -      | 5    | 5     | -     | -   | -    | -                     | -          | -          | 5               |
| 5                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mining and quarrying                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 1%        | *%        | -%     | *%   | 1%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26                                                | 21        | 73        | 163       | 8      | 275  | 84    | 199   | 17  | 2    | 1                     | 3          | 11         | 266             |
| 283                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Manufacturing                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 27%                                               | 20%       | 25%       | 15%       | 14%    | 18%  | 18%   | 17%   | 26% | 21%  | 15%                   | 34%        | 27%        | 17%             |
| 18%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Electricity / Gas /                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 4         | 23        | -      | 27   | 13    | 14    | *   | -    | -                     | *          | *          | 26              |
| 27                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Water supply                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 1%        | 2%        | -%     | 2%   | 3%    | 1%    | 1%  | -%   | -%                    | 1%         | 1%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 6         | 30        | 246       | 12     | 273  | 83    | 202   | 9   | 1    | 2                     | 1          | 6          | 276             |
| 285                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Construction                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 6%        | 10%       | 22%       | 19%    | 18%  | 18%   | 18%   | 14% | 7%   | 23%                   | 5%         | 16%        | 18%             |
| 18%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               | ce        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ce                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Wholesale and retail                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| trade: repair of motor                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 23                                                | 21        | 50        | 159       | 13     | 240  | 54    | 199   | 8   | 2    | *                     | 1          | 4          | 246             |
| 254                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| vehicles / motor cycles                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 24%                                               | 20%       | 17%       | 14%       | 22%    | 16%  | 12%   | 17%   | 12% | 20%  | 7%                    | 13%        | 11%        | 16%             |
| 16%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | 1         | 21        | 1      | 21   | 10    | 11    | 1   | *    | *                     | *          | *          | 21              |
| 22                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Hotels and restaurants                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | *%        | 2%        | 1%     | 1%   | 2%    | 1%    | 1%  | 3%   | 2%                    | 1%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Transportation storage                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 5         | 10        | 25        | *      | 41   | 16    | 25    | 1   | -    | *                     | *          | 1          | 40              |
| 41                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and communication                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 4%        | 3%        | 2%        | *%     | 3%   | 3%    | 2%    | 2%  | -%   | 6%                    | 2%         | 2%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Financial intermediation                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 13        | 27        | 48        | 1      | 89   | 25    | 66    | 3   | *    | *                     | *          | 2          | 87              |
| 91                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and insurance                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 12%       | 9%        | 4%        | 2%     | 6%   | 5%    | 6%    | 5%  | 4%   | 3%                    | 3%         | 6%         | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                | ad        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Retail estate, rental                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 17                                                | 18        | 59        | 254       | 15     | 333  | 81    | 267   | 10  | 1    | 1                     | 2          | 6          | 338             |
| 348                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and business                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18%                                               | 17%       | 20%       | 23%       | 25%    | 22%  | 17%   | 23%   | 16% | 10%  | 15%                   | 20%        | 16%        | 22%             |
| 22%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bef                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Public administration                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 1         | *         | 7         | *      | 9    | 3     | 6     | 2   | *    | *                     | *          | 1          | 7               |
| 9                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and defence                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 1%        | *%        | 1%        | 1%     | 1%   | 1%    | 1%    | 3%  | 4%   | 4%                    | 5%         | 2%         | *%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | *         | -         | 7         | 1      | 7    | *     | 8     | 2   | 1    | *                     | -          | 1          | 6               |
| 8                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Educational services                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | *%        | -%        | 1%        | 2%     | *%   | *%    | 1%    | 3%  | 10%  | 2%                    | -%         | 3%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcf                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Healthcare and social                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 5         | 2         | 9         | 1      | 16   | 4     | 13    | 2   | *    | *                     | *          | 1          | 16              |
| 17                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| work                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 5%        | 1%        | 1%        | 2%     | 1%   | 1%    | 1%    | 2%  | 5%   | 3%                    | 3%         | 2%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other community, social                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and personal service                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11                                                | 6         | 17        | 100       | 6      | 127  | 41    | 92    | 6   | 1    | 1                     | 1          | 3          | 127             |
| 133                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| activities                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11%                                               | 5%        | 6%        | 9%        | 10%    | 8%   | 9%    | 8%    | 9%  | 13%  | 13%                   | 10%        | 6%         | 8%              |
| 8%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Private households with                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| employed persons                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                                                 | 4         | 10        | 25        | 1      | 43   | 18    | 26    | 2   | *    | *                     | -          | 1          | 42              |
| 44                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Engineering                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 4%        | 3%        | 2%        | 2%     | 3%   | 4%    | 2%    | 3%  | 4%   | 5%                    | -%         | 3%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | -         | 6         | *      | 6    | 1     | 5     | *   | -    | -                     | -          | *          | 6               |
| 6                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other answers                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | -%        | 1%        | *%     | *%   | *%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total Agriculture, hunting and
2
5
-
7
1
2
*
1
28
-
*
2
8
6
5
10
33
forestry
1%
3%
-%
2%
5%
4%
1%
1%
2%
-%
1%
3%
4%
3%
2%
1%
2%
a
-
-
-
-
-
-
-
-
*
-
-
*
-
-
-
-
*
Fishing
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
*%
-%
-%
-%
-%
*%
-
*
-
*
-
-
-
-
5
-
-
-
*
2
*
2
5
Mining and quarrying
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
-%
-%
*%
1%
*%
*%
*%
86
40
41
85
5
10
19
16
232
2
7
11
36
47
71
109
283
Manufacturing
39%
22%
33%
31%
16%
24%
45%
22%
16%
20%
24%
14%
17%
19%
23%
15%
18%
a
abde
a
a
Electricity / Gas /
1
2
1
2
-
-
-
-
27
-
-
-
-
6
6
14
27
Water supply
*%
1%
*%
1%
-%
-%
-%
-%
2%
-%
-%
-%
-%
2%
2%
2%
2%
d
d
d
4
15
3
15
2
2
1
9
271
-
2
4
39
29
64
148
285
Construction
2%
8%
3%
6%
8%
5%
2%
11%
19%
-%
6%
5%
18%
12%
20%
21%
18%
b
c
cd
ef
e
cef
cef
Wholesale and retail trade: repair of motor
55
28
36
48
10
8
10
18
207
*
3
24
32
37
44
113
254
vehicles / motor cycles
25%
16%
29%
17%
35%
19%
23%
24%
15%
1%
10%
31%
15%
15%
14%
16%
16%
a
a
a
a
abcdf
-
*
-
*
-
-
-
-
22
-
*
*
1
*
2
18
22
Hotels and restaurants
-%
*%
-%
*%
-%
-%
-%
-%
2%
-%
*%
*%
*%
*%
1%
3%
1%
bcd
Transportation storage
4
6
2
8
*
*
2
*
39
2
*
4
7
8
8
11
41
and communication
2%
4%
2%
3%
1%
*%
4%
1%
3%
18%
1%
6%
3%
3%
3%
2%
3%
a
Financial intermediation
1
9
-
10
-
*
*
3
88
-
2
10
25
23
14
17
91
and insurance
*%
5%
-%
4%
-%
*%
*%
4%
6%
-%
7%
13%
11%
10%
4%
2%
6%
b
b
a
ab
ab
ab
Retail estate, rental
33
45
22
56
6
8
9
16
309
*
11
11
46
47
47
184
348
and business
15%
25%
18%
20%
19%
19%
21%
22%
22%
3%
40%
14%
21%
20%
15%
26%
22%
b
abcde
be
Public administration
3
*
1
2
*
*
-
*
8
*
*
2
2
4
1
1
9
and defence
1%
*%
1%
1%
1%
1%
-%
*%
1%
1%
*%
2%
1%
2%
*%
*%
1%
ab
a
*
2
*
2
-
*
*
*
7
*
1
-
-
*
*
6
8
Educational services
*%
1%
*%
1%
-%
*%
*%
1%
1%
1%
4%
-%
-%
*%
*%
1%
*%
abcde
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total Healthcare and social
4
3
2
4
2
3
1
2
9
-
*
1
5
4
2
4
17
work
2%
2%
2%
2%
8%
8%
2%
3%
1%
-%
2%
2%
2%
2%
1%
1%
1%
a
a
a
a
Other community, social and personal service
13
14
9
17
*
6
1
6
120
3
1
3
11
16
32
66
133
activities
6%
8%
8%
6%
*%
15%
1%
8%
9%
35%
4%
4%
5%
7%
10%
9%
8%
ce
d
d
Private households with
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
employed persons
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
13
8
5
17
2
2
-
4
36
2
*
4
5
8
13
13
44
Engineering
6%
5%
4%
6%
6%
5%
-%
5%
3%
18%
*%
5%
2%
3%
4%
2%
3%
a
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
*
-
*
-
-
-
-
6
-
-
*
*
2
2
2
6
Other answers
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
-%
*%
*%
1%
1%
*%
*%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total Agriculture, hunting and
26
19
4
31
13
23
12
16
32
10
32
18
5
10
33
forestry
2%
2%
2%
2%
2%
2%
3%
2%
2%
1%
2%
4%
2%
1%
2%
b
a
*
-
*
*
-
*
-
-
*
*
*
*
-
-
*
Fishing
*%
-%
*%
*%
-%
*%
-%
-%
*%
*%
*%
*%
-%
-%
*%
5
5
2
5
3
5
2
3
5
4
5
3
-
2
5
Mining and quarrying
*%
*%
1%
*%
*%
*%
1%
*%
*%
*%
*%
1%
-%
*%
*%
204
198
53
263
146
229
75
170
263
141
263
80
47
154
283
Manufacturing
19%
17%
23%
18%
22%
18%
20%
23%
18%
16%
18%
16%
17%
19%
18%
b
b
abcf
Electricity / Gas /
21
24
*
26
8
26
3
7
26
14
26
5
4
18
27
Water supply
2%
2%
*%
2%
1%
2%
1%
1%
2%
2%
2%
1%
1%
2%
2%
c
176
212
12
264
73
253
52
72
269
160
265
85
43
155
285
Construction
16%
18%
5%
18%
11%
20%
14%
10%
18%
18%
18%
17%
15%
19%
18%
ac
c
de
d
de
d
de
Wholesale and retail trade: repair of motor
170
168
36
231
107
187
71
147
235
120
229
88
48
113
254
vehicles / motor cycles
16%
14%
15%
16%
16%
15%
19%
20%
16%
13%
16%
18%
17%
14%
16%
bf
abcf
13
17
1
18
2
13
2
1
18
4
18
2
2
17
22
Hotels and restaurants
1%
1%
1%
1%
*%
1%
1%
*%
1%
*%
1%
*%
1%
2%
1%
a
d
d
d
c
Transportation storage
31
31
2
41
11
38
16
14
41
22
39
12
7
23
41
and communication
3%
3%
1%
3%
2%
3%
4%
2%
3%
2%
3%
2%
2%
3%
3%
d
Financial intermediation
69
81
9
86
39
79
16
33
91
81
91
40
32
19
91
and insurance
6%
7%
4%
6%
6%
6%
4%
4%
6%
9%
6%
8%
11%
2%
6%
acdef
a
a
Retail estate, rental
212
286
72
323
175
246
73
167
324
217
311
99
53
194
348
and business
20%
24%
31%
22%
26%
19%
19%
23%
22%
24%
21%
20%
19%
24%
22%
b
b
b
ef
Public administration
7
7
3
9
3
8
2
3
9
8
7
2
1
7
9
and defence
1%
1%
1%
1%
*%
1%
1%
*%
1%
1%
1%
*%
*%
1%
1%
5
5
2
6
3
4
3
3
8
7
8
1
2
5
8
Educational services
1%
*%
1%
*%
*%
*%
1%
*%
1%
1%
1%
*%
1%
1%
*%
Healthcare and social
16
12
5
16
12
13
7
11
16
12
16
8
4
5
17
work
1%
1%
2%
1%
2%
1%
2%
1%
1%
1%
1%
2%
1%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total Other community, social
and personal service
80
91
22
117
49
104
38
51
122
75
122
38
26
65
133
activities
7%
8%
9%
8%
7%
8%
10%
7%
8%
8%
8%
8%
9%
8%
8%
Private households with
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
employed persons
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
35
31
9
37
25
36
7
32
39
24
39
15
8
20
44
Engineering
3%
3%
4%
3%
4%
3%
2%
4%
3%
3%
3%
3%
3%
2%
3%
abce
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
5
5
*
6
1
4
3
2
6
4
6
2
-
4
6
Other answers
*%
*%
*%
*%
*%
*%
1%
*%
*%
*%
*%
*%
-%
1%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
Agriculture, hunting and
23
8
1
8
33
19
-
33
28
33
30
33
22
2
5
33
forestry
2%
3%
1%
2%
2%
2%
-%
2%
2%
2%
2%
2%
2%
6%
2%
2%
*
-
-
*
*
*
-
*
*
*
*
*
*
-
-
*
Fishing
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
5
-
-
4
5
4
-
5
4
5
4
5
3
-
2
5
Mining and quarrying
*%
-%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
b
219
42
20
66
276
162
2
277
228
275
229
274
223
9
46
283
Manufacturing
18%
18%
14%
18%
18%
18%
100%
17%
19%
18%
17%
18%
17%
25%
18%
18%
Electricity / Gas /
23
2
2
1
27
17
-
27
22
27
20
27
19
4
8
27
Water supply
2%
1%
1%
*%
2%
2%
-%
2%
2%
2%
2%
2%
1%
10%
3%
2%
c
c
ac
222
44
19
27
274
138
-
284
175
274
241
274
241
3
35
285
Construction
18%
18%
13%
8%
17%
15%
-%
18%
15%
17%
18%
18%
19%
9%
14%
18%
c
c
d
d
d
d
a
Wholesale and retail trade: repair of motor
161
38
52
57
252
147
-
252
206
251
210
247
198
5
50
254
vehicles / motor cycles
13%
16%
36%
16%
16%
16%
-%
16%
17%
16%
16%
16%
15%
13%
19%
16%
bc
20
1
1
2
22
8
-
22
14
20
12
20
20
*
1
22
Hotels and restaurants
2%
*%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
2%
1%
*%
1%
Transportation storage
34
5
2
8
40
24
-
41
32
41
32
41
32
*
9
41
and communication
3%
2%
2%
2%
3%
3%
-%
3%
3%
3%
2%
3%
3%
1%
3%
3%
Financial intermediation
65
22
4
15
88
40
-
91
60
91
86
91
66
3
21
91
and insurance
5%
9%
3%
4%
6%
4%
-%
6%
5%
6%
6%
6%
5%
7%
8%
6%
ac
c
Retail estate, rental
279
40
28
113
341
210
-
348
259
335
299
334
286
6
50
348
and business
23%
17%
19%
32%
22%
23%
-%
22%
22%
21%
22%
21%
22%
16%
19%
22%
b
ab
Public administration
6
3
-
6
9
7
-
9
6
9
9
9
5
-
4
9
and defence
*%
1%
-%
2%
1%
1%
-%
1%
*%
1%
1%
1%
*%
-%
1%
1%
b
7
*
1
*
8
6
-
8
7
8
8
8
4
*
4
8
Educational services
1%
*%
*%
*%
*%
1%
-%
1%
1%
1%
1%
1%
*%
1%
2%
*%
c
Healthcare and social
12
3
3
5
17
12
-
17
12
17
12
17
14
*
3
17
work
1%
1%
2%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
1%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
Other community, social
and personal service
108
18
7
31
128
66
-
130
102
132
111
131
113
4
10
133
activities
9%
8%
5%
9%
8%
7%
-%
8%
9%
8%
8%
8%
9%
10%
4%
8%
a
Private households with
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
employed persons
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
26
13
6
14
44
32
-
44
41
43
39
43
33
-
11
44
Engineering
2%
5%
4%
4%
3%
4%
-%
3%
3%
3%
3%
3%
3%
-%
4%
3%
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
5
*
1
*
6
2
-
6
3
6
2
6
4
-
1
6
Other answers
*%
*%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Table 1  (Continuation)                                                                                                                                                                          Page 12 C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total Agriculture, hunting and
-
9
18
12
1
15
4
28
11
21
25
2
6
33
forestry
-%
2%
1%
3%
1%
1%
4%
2%
2%
2%
2%
2%
3%
2%
b
-
-
*
-
-
*
-
*
*
-
*
-
-
*
Fishing
-%
-%
*%
-%
-%
*%
-%
*%
*%
-%
*%
-%
-%
*%
-
*
*
4
-
4
-
5
2
3
3
2
-
5
Mining and quarrying
-%
*%
*%
1%
-%
*%
-%
*%
*%
*%
*%
2%
-%
*%
b
c
1
117
210
65
26
163
19
263
78
205
206
17
60
283
Manufacturing
18%
31%
18%
17%
21%
16%
18%
18%
15%
19%
16%
16%
29%
18%
bc
Electricity / Gas /
-
2
22
4
1
22
2
25
9
18
23
2
2
27
Water supply
-%
1%
2%
1%
*%
2%
2%
2%
2%
2%
2%
2%
1%
2%
-
21
210
70
18
185
18
267
93
192
268
6
9
285
Construction
-%
5%
18%
18%
15%
18%
17%
18%
18%
18%
21%
6%
4%
18%
ab
Wholesale and retail trade: repair of motor
3
77
189
62
29
168
28
226
100
154
177
22
50
254
vehicles / motor cycles
35%
20%
16%
16%
24%
16%
26%
15%
20%
14%
14%
22%
24%
16%
a
a
a
c
c
-
*
19
2
3
15
9
13
9
12
21
*
-
22
Hotels and restaurants
-%
*%
2%
1%
2%
1%
8%
1%
2%
1%
2%
*%
-%
1%
a
Transportation storage
-
10
32
10
2
28
2
39
12
29
36
2
4
41
and communication
-%
3%
3%
2%
2%
3%
2%
3%
2%
3%
3%
2%
2%
3%
Financial intermediation
-
10
65
23
5
62
*
90
20
71
77
4
8
91
and insurance
-%
3%
6%
6%
4%
6%
*%
6%
4%
6%
6%
3%
4%
6%
b
b
Retail estate, rental
2
73
254
86
27
227
10
337
111
237
287
29
30
348
and business
22%
19%
22%
22%
22%
22%
10%
23%
22%
22%
22%
28%
15%
22%
b
a
a
Public administration
-
3
7
2
1
5
-
9
2
7
5
-
4
9
and defence
-%
1%
1%
1%
1%
*%
-%
1%
*%
1%
*%
-%
2%
1%
c
-
2
6
2
-
6
-
8
5
3
8
*
-
8
Educational services
-%
1%
1%
*%
-%
1%
-%
1%
1%
*%
1%
*%
-%
*%
Healthcare and social
-
6
12
6
*
10
*
17
7
10
11
3
2
17
work
-%
2%
1%
1%
*%
1%
*%
1%
1%
1%
1%
3%
1%
1%

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Produced by OLR

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total Other community, social
and personal service
2
25
90
36
8
91
12
121
37
96
96
11
23
133
activities
22%
7%
8%
9%
7%
9%
11%
8%
7%
9%
8%
10%
11%
8%
Private households with
-
-
-
-
-
-
-
-
-
-
-
-
-
-
employed persons
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
19
35
9
1
31
2
42
10
34
33
4
7
44
Engineering
-%
5%
3%
2%
1%
3%
2%
3%
2%
3%
3%
4%
4%
3%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*
-
6
*
-
6
-
6
4
3
6
*
-
6
Other answers
2%
-%
*%
*%
-%
1%
-%
*%
1%
*%
*%
*%
-%
*%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## C1. To Which Industry Does Your Organisation Belong To? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total Agriculture, hunting and
5
12
4
12
33
forestry
1%
3%
1%
3%
2%
b
-
-
*
-
*
Fishing
-%
-%
*%
-%
*%
*
2
*
2
5
Mining and quarrying
*%
*%
*%
1%
*%
58
80
78
68
283
Manufacturing
15%
19%
19%
17%
18%
Electricity / Gas /
13
5
5
4
27
Water supply
3%
1%
1%
1%
2%
ac
61
82
79
62
285
Construction
15%
20%
20%
16%
18%
Wholesale and retail trade: repair of motor
97
56
68
32
254
vehicles / motor cycles
24%
14%
17%
8%
16%
abc
a
a
13
5
3
*
22
Hotels and restaurants
3%
1%
1%
*%
1%
abc
a
Transportation storage
8
11
14
9
41
and communication
2%
3%
3%
2%
3%
Financial intermediation
16
22
24
28
91
and insurance
4%
5%
6%
7%
6%
Retail estate, rental
71
95
78
104
348
and business
18%
23%
19%
27%
22%
bd
Public administration
-
1
1
7
9
and defence
-%
*%
*%
2%
1%
bd
2
1
2
4
8
Educational services
*%
*%
*%
1%
*%
Healthcare and social
4
3
6
4
17
work
1%
1%
1%
1%
1%
Other community, social and personal service
46
21
25
42
133
activities
12%
5%
6%
11%
8%
bc
bc
Columns Tested: a,b,c,d
Table 1  (continuation)                                                                                                                                                                          Page 15
C1. To which industry does your organisation belong to?
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total Private households with
-
-
-
-
-
employed persons
-%
-%
-%
-%
-%
4
14
12
14
44
Engineering
1%
3%
3%
4%
3%
d
d
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
*
2
4
-
6
Other answers
*%
*%
1%
-%
*%
a
Columns Tested: a,b,c,d
C2. Approximately how many people are employed by your whole organisation in the UK, including but not exlusively the branch or office location you currently work at?
Base: All respondents

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1331
57
69
82
84
201
185
271
110
110
109
167
93
1540
Less than 10
97%
91%
93%
95%
95%
97%
98%
97%
95%
94%
98%
95%
98%
96%
kl
l
kl
kl
l
29
4
3
3
3
5
3
4
4
3
2
4
1
39
10 - 49
2%
6%
4%
4%
3%
2%
2%
1%
3%
3%
1%
2%
1%
2%
fm
8
1
1
*
*
2
*
1
*
1
*
2
*
10
50 - 99
1%
1%
1%
1%
*%
1%
*%
1%
*%
1%
*%
1%
*%
1%
5
1
1
1
*
*
-
1
*
1
*
2
*
7
100 - 249
*%
1%
1%
1%
*%
*%
-%
*%
*%
1%
*%
1%
*%
*%
2
*
*
*
*
-
*
*
*
*
*
*
-
2
250 - 499
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
1
*
-
-
-
*
*
*
-
-
-
*
*
1
500 - 999
*%
*%
-%
-%
-%
*%
*%
*%
-%
-%
-%
*%
*%
*%
1
*
*
*
-
-
-
*
1
*
*
-
-
2
1000 - 4999
*%
*%
*%
*%
-%
-%
-%
*%
*%
*%
*%
-%
-%
*%
2
*
*
*
*
*
*
1
-
*
-
*
-
3
5000 +
*%
1%
*%
*%
*%
*%
*%
*%
-%
*%
-%
*%
-%
*%
48
6
5
5
4
7
4
8
5
6
2
9
2
64
10+ employees
3%
9%
7%
5%
5%
3%
2%
3%
5%
6%
2%
5%
2%
4%
cfghm
fgm
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
C2. Approximately how many people are employed by your whole organisation in the UK, including but not exlusively the branch or office location you currently work at?
Base: All respondents
|                  |           |           |           |        |      |       |       |      |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|------------------|-----------|-----------|-----------|--------|------|-------|-------|------|------|-----------------------|------------|------------|-----------------|
| More than        | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+  | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL            |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| £5k              | £1k       |           |           |        |      |       |       |      |      |                       |            |            |                 |
| d                | c         | b         | a         | b      | a    | b     | a     | f    | e    | d                     | c          | b          | a               |
| 150              | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394  | 53   | 42                    | 55         | 244        | 1210            |
| 1604             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Unweighted total |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 95               | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64   | 8    | 7                     | 10         | 39         | 1540            |
| 1604             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Weighted total   |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 79               | 95        | 275       | 1091      | 45     | 1495 | 448   | 1092  | -    | -    | -                     | -          | -          | 1540            |
| 1540             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Less than 10     |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 83%              | 91%       | 94%       | 98%       | 75%    | 97%  | 97%   | 96%   | -%   | -%   | -%                    | -%         | -%         | 100%            |
| 96%              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| d                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| bcd              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| b                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| bcdef            |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 8                | 6         | 9         | 16        | 5      | 34   | 11    | 29    | 39   | -    | -                     | -          | 39         | -               |
| 39               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 10 - 49          |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 8%               | 5%        | 3%        | 1%        | 9%     | 2%   | 2%    | 3%    | 61%  | -%   | -%                    | -%         | 100%       | -%              |
| 2%               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ab               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                | a         | a         |           |        |      |       |       |      |      |                       |            |            |                 |
| acde             | acdef     |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 3                | 2         | 3         | 2         | 1      | 9    | 3     | 7     | 10   | -    | -                     | 10         | -          | -               |
| 10               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 50 - 99          |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 3%               | 2%        | 1%        | *%        | 1%     | 1%   | 1%    | 1%    | 15%  | -%   | -%                    | 100%       | -%         | -%              |
| 1%               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                | a         | a         |           |        |      |       |       |      |      |                       |            |            |                 |
| abde             | abdef     |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 3                | 1         | 3         | 1         | 2      | 5    | 1     | 6     | 7    | -    | 7                     | -          | -          | -               |
| 7                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 100 - 249        |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 3%               | 1%        | 1%        | *%        | 3%     | *%   | *%    | 1%    | 11%  | -%   | 100%                  | -%         | -%         | -%              |
| *%               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                | a         | a         |           |        |      |       |       |      |      |                       |            |            |                 |
| abce             | abcef     |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 1                | 1         | *         | 1         | 2      | *    | *     | 2     | 2    | 2    | -                     | -          | -          | -               |
| 2                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 250 - 499        |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 1%               | 1%        | *%        | *%        | 3%     | *%   | *%    | *%    | 3%   | 26%  | -%                    | -%         | -%         | -%              |
| *%               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                | a         |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ab               | abcdf     |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 1                | *         | *         | *         | 1      | *    | *     | 1     | 1    | 1    | -                     | -          | -          | -               |
| 1                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 500 - 999        |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 1%               | *%        | *%        | *%        | 2%     | *%   | *%    | *%    | 2%   | 16%  | -%                    | -%         | -%         | -%              |
| *%               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                | a         |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ab               | abcdf     |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 1                | -         | *         | 1         | 1      | 1    | *     | 2     | 2    | 2    | -                     | -          | -          | -               |
| 2                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 1000 - 4999      |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 1%               | -%        | *%        | *%        | 2%     | *%   | *%    | *%    | 3%   | 24%  | -%                    | -%         | -%         | -%              |
| *%               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                | a         |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ab               | abcdf     |           |           |        |      |       |       |      |      |                       |            |            |                 |
| *                | *         | *         | 2         | 2      | *    | *     | 2     | 3    | 3    | -                     | -          | -          | -               |
| 3                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 5000 +           |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| *%               | *%        | *%        | *%        | 4%     | *%   | *%    | *%    | 4%   | 34%  | -%                    | -%         | -%         | -%              |
| *%               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ab               | abcdf     |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 16               | 10        | 16        | 22        | 15     | 49   | 16    | 49    | 64   | 8    | 7                     | 10         | 39         | -               |
| 64               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 10+ employees    |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 17%              | 9%        | 6%        | 2%        | 25%    | 3%   | 3%    | 4%    | 100% | 100% | 100%                  | 100%       | 100%       | -%              |
| 4%               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ab               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                | a         | a         | a         | a      | a    | a     | a     |      |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d

C2. Approximately how many people are employed by your whole organisation in the UK, including but not exlusively the branch or office location you currently work at?
Base: All respondents
Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
204
169
117
256
26
39
39
67
1368
8
19
67
204
231
299
711
1540
Less than 10
94%
94%
95%
94%
87%
92%
90%
90%
97%
87%
66%
85%
94%
97%
96%
99%
96%
bcde
f
ef
ef
ef
bcdef
8
5
4
10
2
2
2
4
30
-
5
8
8
4
8
6
39
10 - 49
4%
3%
3%
4%
5%
5%
4%
6%
2%
-%
16%
10%
4%
2%
3%
1%
2%
a
abcd
abcd
a
a
2
2
1
3
1
*
1
1
6
*
1
3
2
1
2
*
10
50 - 99
1%
1%
1%
1%
3%
1%
2%
2%
*%
3%
4%
3%
1%
*%
1%
*%
1%
a
abc
abc
a
1
1
*
2
1
1
1
1
4
1
3
1
1
1
*
*
7
100 - 249
*%
1%
*%
1%
2%
2%
2%
1%
*%
6%
10%
1%
1%
*%
*%
*%
*%
a
a
abcde
a
1
1
*
1
*
-
*
1
1
-
*
*
1
*
1
*
2
250 - 499
*%
*%
*%
*%
1%
-%
1%
1%
*%
-%
*%
*%
*%
*%
*%
*%
*%
a
a
a
-
*
-
*
-
*
*
1
*
*
*
-
-
*
1
-
1
500 - 999
-%
*%
-%
*%
-%
*%
*%
1%
*%
1%
2%
-%
-%
*%
*%
-%
*%
a
a
*
*
-
*
*
-
*
-
2
*
*
*
*
*
*
*
2
1000 - 4999
*%
*%
-%
*%
*%
-%
*%
-%
*%
1%
2%
*%
*%
*%
*%
*%
*%
a
*
*
*
*
*
-
-
*
2
*
*
*
*
1
1
1
3
5000 +
*%
*%
*%
*%
1%
-%
-%
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
12
11
6
17
4
4
4
8
45
1
10
12
13
8
13
8
64
10+ employees
6%
6%
5%
6%
13%
8%
10%
10%
3%
13%
34%
15%
6%
3%
4%
1%
4%
a
a
a
a
abcde
abcd
a
a
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

C2. Approximately how many people are employed by your whole organisation in the UK, including but not exlusively the branch or office location you currently work at?
Base: All respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
1026
1141
213
1419
633
1216
350
689
1442
853
1417
476
265
786
1540
Less than 10
95%
96%
91%
96%
95%
96%
92%
94%
96%
94%
96%
96%
94%
97%
96%
c
c
e
e
e
b
30
31
12
37
20
33
17
23
37
29
36
12
11
16
39
10 - 49
3%
3%
5%
2%
3%
3%
4%
3%
2%
3%
2%
2%
4%
2%
2%
b
acf
9
9
4
10
7
9
6
7
10
9
9
3
2
4
10
50 - 99
1%
1%
2%
1%
1%
1%
2%
1%
1%
1%
1%
1%
1%
*%
1%
b
5
6
2
7
4
5
4
4
7
7
7
3
1
2
7
100 - 249
*%
1%
1%
*%
1%
*%
1%
1%
*%
1%
*%
1%
*%
*%
*%
1
2
1
2
2
1
1
2
2
2
2
1
1
1
2
250 - 499
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
1
1
1
1
1
1
1
1
1
1
1
*
*
1
1
500 - 999
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
1
2
*
2
1
1
1
1
2
2
2
1
*
1
2
1000 - 4999
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
2
2
*
3
1
2
1
2
3
2
3
1
1
1
3
5000 +
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
50
52
21
61
36
53
30
40
62
52
61
22
17
25
64
10+ employees
5%
4%
9%
4%
5%
4%
8%
6%
4%
6%
4%
4%
6%
3%
4%
ab
acf
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C2. Approximately How Many People Are Employed By Your Whole Organisation In The Uk, Including But Not Exlusively The Branch Or Office Location You Currently Work At? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
1167
230
139
336
1504
854
2
1528
1149
1503
1286
1496
1237
35
248
1540
Less than 10
96%
96%
95%
94%
96%
95%
100%
96%
96%
96%
96%
96%
96%
97%
95%
96%
29
6
4
12
38
24
-
39
31
39
37
39
30
1
7
39
10 - 49
2%
2%
3%
3%
2%
3%
-%
2%
3%
2%
3%
2%
2%
3%
3%
2%
7
1
1
5
10
7
-
10
8
10
9
10
7
-
3
10
50 - 99
1%
1%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
4
1
2
2
7
5
-
7
6
7
7
7
6
*
1
7
100 - 249
*%
1%
1%
1%
*%
1%
-%
*%
*%
*%
*%
*%
*%
1%
*%
*%
2
-
*
1
2
2
-
2
2
2
2
2
2
-
-
2
250 - 499
*%
-%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
1
*
*
1
1
1
-
1
1
1
1
1
1
-
-
1
500 - 999
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
2
*
*
*
2
1
-
2
1
2
2
2
2
-
*
2
1000 - 4999
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
2
*
*
1
3
1
-
3
2
3
2
3
2
-
1
3
5000 +
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
47
9
7
22
63
42
-
64
52
64
59
64
50
1
12
64
10+ employees
4%
4%
5%
6%
4%
5%
-%
4%
4%
4%
4%
4%
4%
3%
5%
4%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
Table 2  (continuation)                                                                                                                                                                          Page 21
C2. Approximately how many people are employed by your whole organisation in the UK, including but not exlusively the branch or office location you currently work at?
Base: All respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
7
354
1130
377
117
996
106
1434
491
1049
1232
98
198
1540
Less than 10
93%
94%
96%
96%
95%
96%
99%
96%
96%
96%
96%
95%
96%
96%
*
13
27
11
3
26
1
38
11
28
32
3
4
39
10 - 49
3%
3%
2%
3%
3%
2%
1%
3%
2%
3%
2%
3%
2%
2%
*
4
7
3
1
6
-
10
3
7
6
1
2
10
50 - 99
2%
1%
1%
1%
1%
1%
-%
1%
1%
1%
*%
1%
1%
1%
-
2
5
2
2
4
-
7
2
5
5
1
1
7
100 - 249
-%
1%
*%
1%
1%
*%
-%
*%
*%
*%
*%
1%
1%
*%
*
2
1
1
*
1
*
2
1
2
2
*
*
2
250 - 499
2%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-
*
1
*
-
1
-
1
*
1
1
*
*
1
500 - 999
-%
*%
*%
*%
-%
*%
-%
*%
*%
*%
*%
*%
*%
*%
-
*
2
*
*
2
-
2
1
1
2
*
*
2
1000 - 4999
-%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
-
1
2
*
-
2
-
3
1
2
2
-
-
3
5000 +
-%
*%
*%
*%
-%
*%
-%
*%
*%
*%
*%
-%
-%
*%
1
22
45
17
6
42
1
63
18
46
49
5
8
64
10+ employees
7%
6%
4%
4%
5%
4%
1%
4%
4%
4%
4%
5%
4%
4%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
C2. Approximately how many people are employed by your whole organisation in the UK, including but not exlusively the branch or office location you currently work at?
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
390
394
384
372
1540
Less than 10
98%
96%
95%
95%
96%
a
4
10
12
13
39
10 - 49
1%
3%
3%
3%
2%
d
d
1
3
2
3
10
50 - 99
*%
1%
1%
1%
1%
1
2
2
3
7
100 - 249
*%
*%
*%
1%
*%
*
*
1
*
2
250 - 499
*%
*%
*%
*%
*%
1
-
-
*
1
500 - 999
*%
-%
-%
*%
*%
1
1
1
-
2
1000 - 4999
*%
*%
*%
-%
*%
1
1
1
*
3
5000 +
*%
*%
*%
*%
*%
9
16
19
20
64
10+ employees
2%
4%
5%
5%
4%
d
Columns Tested: a,b,c,d

## C3. Where In The Uk Do You Work? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
95
-
-
-
-
-
-
-
-
-
-
-
95
95
East of England
7%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
100%
6%
bcdefgh
bcdefgh
ijkl
ijklm
176
-
-
-
-
-
-
-
-
-
-
176
-
176
East Midlands
13%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
100%
-%
11%
acdefgh
acdefghi
ijkl
jklm
112
-
-
-
-
-
-
-
-
-
112
-
-
112
Greater London
8%
-%
-%
-%
-%
-%
-%
-%
-%
-%
100%
-%
-%
7%
abdefgh
abdefgh
ijkl
ijklm
117
-
-
-
-
-
-
-
-
117
-
-
-
117
North East
8%
-%
-%
-%
-%
-%
-%
-%
-%
100%
-%
-%
-%
7%
abcefgh
abcefghijk
ijkl
lm
116
-
-
-
-
-
-
-
116
-
-
-
-
116
North West
8%
-%
-%
-%
-%
-%
-%
-%
100%
-%
-%
-%
-%
7%
abcdfgh
abcdfghijk
ijkl
lm
278
-
-
-
-
-
-
278
-
-
-
-
-
278
South East
20%
-%
-%
-%
-%
-%
-%
100%
-%
-%
-%
-%
-%
17%
abcdegh
abcdeghijk
ijkl
lm
189
-
-
-
-
-
189
-
-
-
-
-
-
189
South West
14%
-%
-%
-%
-%
-%
100%
-%
-%
-%
-%
-%
-%
12%
abcdefh
abcdefhijk
ijkl
lm
209
-
-
-
-
209
-
-
-
-
-
-
-
209
West Midlands
15%
-%
-%
-%
-%
100%
-%
-%
-%
-%
-%
-%
-%
13%
abcdefg
abcdefgi
ijkl
jklm
88
-
-
-
88
-
-
-
-
-
-
-
-
88
Yorkshire and The Humber
6%
-%
-%
-%
100%
-%
-%
-%
-%
-%
-%
-%
-%
6%
abcdefg
abcdefghj
hjkl
klm
-
-
-
87
-
-
-
-
-
-
-
-
-
87
Scotland
-%
-%
-%
100%
-%
-%
-%
-%
-%
-%
-%
-%
-%
5%
abcdefgh
iklm
-
-
75
-
-
-
-
-
-
-
-
-
-
75
Wales
-%
-%
100%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
5%
abcdefghij
lm
-
63
-
-
-
-
-
-
-
-
-
-
-
63
Northern Ireland
-%
100%
-%
-%
-%
-%
-%
-%

## C3. Where In The Uk Do You Work? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1379
-
-
-
88
209
189
278
116
117
112
176
95
1379
England
100%
-%
-%
-%
100%
100%
100%
100%
100%
100%
100%
100%
100%
86%
jkl
jkl
jkl
jkl
jkl
jkl
jkl
jkl
jkl
jkl
321
-
-
-
88
-
-
-
116
117
-
-
-
321
North
23%
-%
-%
-%
100%
-%
-%
-%
100%
100%
-%
-%
-%
20%
abcfghj
abcfghjkl
abcfghjklmabcfghjklm
kl
m
480
-
-
-
-
209
-
-
-
-
-
176
95
480
Mids
35%
-%
-%
-%
-%
100%
-%
-%
-%
-%
-%
100%
100%
30%
cdefgij
cdefgijk
cdefgijcdefgijk
kl
lm
lm
klm
579
-
-
-
-
-
189
278
-
-
112
-
-
579
South
42%
-%
-%
-%
-%
-%
100%
100%
-%
-%
100%
-%
-%
36%
abdehij
abdehijklmabdehijklm
abdehij
kl
klm
1020
31
38
52
79
136
132
197
84
93
112
140
46
1141
Urban
74%
49%
51%
60%
90%
65%
70%
71%
73%
79%
100%
80%
48%
71%
ahjkl
l
aklaefghjklm
akl
ajkl
ajkl
ahjkl
ahjklabdefgh
ijklm
360
32
37
35
9
72
56
81
32
24
-
36
49
463
Rural
26%
51%
49%
40%
10%
35%
30%
29%
27%
21%
-%
20%
52%
29%
ci
bcdefghimbcdefghi
bcdefim
c
bcdim
ci
ci
ci
c
c
bcdefgh
jm
im
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## C3. Where In The Uk Do You Work? Base: All Respondents

|                          |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                        | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                      | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                       | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                        | 2         | 18        | 71        | *      | 95   | 49    | 46    | 2   | *    | *                     | *          | 1          | 93              |
| 95                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| East of England          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                       | 2%        | 6%        | 6%        | 1%     | 6%   | 11%   | 4%    | 3%  | 2%   | 6%                    | 1%         | 3%         | 6%              |
| 6%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                        | b         | a         | f         |        |      |       |       |     |      |                       |            |            |                 |
| 9                        | 8         | 31        | 128       | 9      | 167  | 36    | 140   | 9   | 1    | 2                     | 2          | 4          | 167             |
| 176                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| East Midlands            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                       | 8%        | 11%       | 12%       | 15%    | 11%  | 8%    | 12%   | 14% | 12%  | 28%                   | 17%        | 11%        | 11%             |
| 11%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                        | 13        | 17        | 76        | 6      | 106  | -     | 112   | 2   | *    | *                     | *          | 2          | 109             |
| 112                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Greater London           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%                       | 12%       | 6%        | 7%        | 10%    | 7%   | -%    | 10%   | 4%  | 3%   | 2%                    | 4%         | 4%         | 7%              |
| 7%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                        | f         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                        | 7         | 21        | 85        | 6      | 111  | 24    | 93    | 6   | 1    | 1                     | 1          | 3          | 110             |
| 117                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| North East               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                       | 7%        | 7%        | 8%        | 9%     | 7%   | 5%    | 8%    | 10% | 11%  | 13%                   | 14%        | 8%         | 7%              |
| 7%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                        | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7                        | 3         | 18        | 88        | 2      | 113  | 32    | 84    | 5   | 1    | *                     | *          | 4          | 110             |
| 116                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| North West               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                       | 3%        | 6%        | 8%        | 4%     | 7%   | 7%    | 7%    | 9%  | 11%  | 5%                    | 4%         | 10%        | 7%              |
| 7%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21                       | 23        | 56        | 178       | 9      | 270  | 81    | 197   | 8   | 1    | 1                     | 1          | 4          | 271             |
| 278                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| South East               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 22%                      | 22%       | 19%       | 16%       | 14%    | 17%  | 17%   | 17%   | 12% | 17%  | 10%                   | 15%        | 11%        | 18%             |
| 17%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bf                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13                       | 11        | 37        | 128       | 10     | 178  | 56    | 132   | 4   | *    | -                     | *          | 3          | 185             |
| 189                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| South West               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14%                      | 11%       | 13%       | 11%       | 17%    | 12%  | 12%   | 12%   | 6%  | 5%   | -%                    | 4%         | 8%         | 12%             |
| 12%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| df                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 15                       | 17        | 40        | 137       | 5      | 204  | 72    | 136   | 7   | 1    | *                     | 2          | 5          | 201             |
| 209                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| West Midlands            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16%                      | 16%       | 14%       | 12%       | 8%     | 13%  | 16%   | 12%   | 11% | 8%   | 5%                    | 17%        | 12%        | 13%             |
| 13%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                        | 8         | 16        | 59        | 4      | 85   | 9     | 79    | 4   | *    | *                     | *          | 3          | 84              |
| 88                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Yorkshire and The Humber |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%                       | 8%        | 5%        | 5%        | 6%     | 5%   | 2%    | 7%    | 6%  | 5%   | 5%                    | 4%         | 8%         | 5%              |
| 6%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                        | 5         | 16        | 62        | 3      | 83   | 35    | 52    | 5   | 1    | 1                     | *          | 3          | 82              |
| 87                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Scotland                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                       | 5%        | 6%        | 6%        | 6%     | 5%   | 7%    | 5%    | 7%  | 7%   | 9%                    | 5%         | 8%         | 5%              |
| 5%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                        | 4         | 10        | 57        | 3      | 72   | 37    | 38    | 5   | 1    | 1                     | 1          | 3          | 69              |
| 75                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Wales                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                       | 4%        | 3%        | 5%        | 5%     | 5%   | 8%    | 3%    | 8%  | 8%   | 9%                    | 9%         | 8%         | 4%              |
| 5%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                        | 4         | 11        | 44        | 2      | 61   | 32    | 31    | 6   | 1    | 1                     | 1          | 4          | 57              |
| 63                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Northern Ireland         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                       | 4%        | 4%        | 4%        | 4%     | 4%   | 7%    | 3%    | 9%  | 12%  | 8%                    | 6%         | 10%        | 4%              |
| 4%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 83                       | 92        | 254       | 950       | 50     | 1329 | 360   | 1020  | 48  | 6    | 5                     | 8          | 29         | 1331            |
| 1379                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| England                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 87%                      | 88%       | 87%       | 85%       | 85%    | 86%  | 78%   | 89%   | 75% | 74%  | 74%                   | 81%        | 74%        | 86%             |
| 86%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bdef                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 15                       | 18        | 54        | 233       | 12     | 309  | 65    | 256   | 16  | 2    | 2                     | 2          | 10         | 305             |
| 321                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| North                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16%                      | 17%       | 19%       | 21%       | 19%    | 20%  | 14%   | 22%   | 25% | 27%  | 24%                   | 22%        | 26%        | 20%             |
| 20%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                        | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 28                       | 27        | 90        | 336       | 14     | 466  | 158   | 323   | 18  | 2    | 3                     | 3          | 10         | 462             |
| 480                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mids                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 29%                      | 26%       | 31%       | 30%       | 24%    | 30%  | 34%   | 28%   | 28% | 21%  | 38%                   | 36%        | 26%        | 30%             |
| 30%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 40                       | 47        | 110       | 381       | 25     | 554  | 137   | 441   | 14  | 2    | 1                     | 2          | 9          | 564             |
| 579                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| South                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 42%                      | 45%       | 38%       | 34%       | 41%    | 36%  | 30%   | 39%   | 22% | 25%  | 12%                   | 24%        | 23%        | 37%             |
| 36%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

b                                                           a Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Produced by OLR OFC1885

## C3. Where In The Uk Do You Work? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 65                                                | 82        | 219       | 775       | 53     | 1088 | -     | 1141  | 49  | 7    | 6                     | 7          | 29         | 1092            |
| 1141                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Urban                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 69%                                               | 78%       | 75%       | 70%       | 89%    | 70%  | -%    | 100%  | 76% | 87%  | 81%                   | 73%        | 73%        | 71%             |
| 71%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30                                                | 23        | 72        | 338       | 7      | 456  | 463   | -     | 16  | 1    | 1                     | 3          | 11         | 448             |
| 463                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Rural                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 31%                                               | 22%       | 25%       | 30%       | 11%    | 30%  | 100%  | -%    | 24% | 13%  | 19%                   | 27%        | 27%        | 29%             |
| 29%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | e         | e         |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## C3. Where In The Uk Do You Work? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
9
17
6
20
-
2
4
4
85
2
*
6
9
11
20
47
95
East of England
4%
9%
5%
7%
-%
5%
9%
5%
6%
20%
1%
7%
4%
5%
6%
7%
6%
b
f
21
29
12
38
5
5
1
7
159
*
3
13
20
20
43
77
176
East Midlands
10%
16%
10%
14%
15%
11%
2%
10%
11%
3%
12%
16%
9%
9%
14%
11%
11%
b
c
c
cd
20
9
15
15
*
4
2
4
102
2
-
2
10
13
24
61
112
Greater London
9%
5%
12%
5%
*%
9%
5%
5%
7%
20%
-%
3%
5%
5%
8%
8%
7%
a
f
f
def
14
11
8
17
2
4
1
4
106
*
2
5
13
22
22
52
117
North East
7%
6%
7%
6%
6%
10%
1%
6%
7%
2%
8%
6%
6%
9%
7%
7%
7%
c
17
15
12
19
3
1
5
*
107
1
4
3
18
19
22
49
116
North West
8%
8%
10%
7%
11%
1%
12%
*%
8%
13%
12%
4%
8%
8%
7%
7%
7%
b
bd
b
e
50
28
21
58
6
13
9
10
240
2
5
12
43
53
52
112
278
South East
23%
16%
17%
21%
21%
30%
21%
14%
17%
18%
16%
15%
20%
22%
17%
16%
17%
ab
a
17
26
13
30
2
4
6
16
161
2
4
6
33
29
35
79
189
South West
8%
15%
10%
11%
8%
8%
13%
22%
11%
18%
15%
7%
15%
12%
11%
11%
12%
b
ad
e
38
11
18
31
7
6
5
14
177
-
2
12
29
28
33
104
209
West Midlands
17%
6%
14%
11%
24%
15%
11%
19%
12%
-%
6%
16%
13%
12%
11%
14%
13%
a
a
f
f
14
10
8
16
1
*
6
5
76
-
1
8
10
19
20
32
88
Yorkshire and The Humber
6%
5%
7%
6%
4%
1%
13%
7%
5%
-%
2%
10%
5%
8%
6%
4%
6%
ad
af
8
9
5
11
1
1
2
5
78
*
3
4
14
8
16
42
87
Scotland
4%
5%
4%
4%
2%
3%
4%
7%
6%
3%
9%
6%
6%
3%
5%
6%
5%
c
7
8
4
11
1
2
1
3
68
*
2
3
8
9
14
40
75
Wales
3%
4%
3%
4%
5%
4%
1%
3%
5%
1%
5%
4%
4%
4%
4%
6%
5%
2
6
2
7
1
1
3
2
56
-
4
4
11
9
12
23
63
Northern Ireland
1%
4%
2%
2%
4%
3%
7%
2%
4%
-%
14%
5%
5%
4%
4%
3%
4%
abcde
199
157
112
244
26
38
38
65
1212
9
21
67
185
213
271
614
1379
England
92%
87%
91%
89%
89%
89%
88%
87%
86%
96%
72%
85%
85%
89%
87%
85%
86%
f
f
f
f
f
44
36
28
52
6
5
12
9
288
1
6
16
41
59
64
133
321
North
20%
20%
23%
19%
21%
13%
27%
13%
20%
15%
22%
20%
19%
25%
21%
18%
20%
b
a
68
57
35
90
12
13
9
25
421
2
5
31
58
60
96
229
480
Mids
31%
32%
29%
33%
39%
30%
21%
34%
30%
23%
19%
39%
27%
25%
31%
32%
30%
cdf
f
f
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## C3. Where In The Uk Do You Work? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
87
64
48
103
9
20
17
30
502
6
9
20
86
95
111
252
579
South
40%
36%
39%
37%
29%
47%
40%
41%
36%
57%
31%
26%
39%
40%
36%
35%
36%
e
e
e
e
170
131
95
206
16
27
37
58
1003
6
23
57
161
166
222
507
1141
Urban
78%
73%
77%
75%
53%
63%
85%
78%
71%
63%
81%
72%
74%
69%
71%
70%
71%
ade
e
e
ac
47
48
28
67
14
16
6
17
411
4
5
22
57
73
90
212
463
Rural
22%
27%
23%
25%
47%
37%
15%
22%
29%
37%
19%
28%
26%
31%
29%
30%
29%
abc
c
c
f
f
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## C3. Where In The Uk Do You Work? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
69
66
11
90
30
70
16
34
90
59
88
17
24
54
95
East of England
6%
6%
5%
6%
4%
6%
4%
5%
6%
7%
6%
3%
8%
7%
6%
c
c
118
115
25
159
83
134
42
86
161
107
159
59
25
92
176
East Midlands
11%
10%
11%
11%
12%
11%
11%
12%
11%
12%
11%
12%
9%
11%
11%
73
95
22
105
54
88
27
61
106
72
103
31
20
58
112
Greater London
7%
8%
10%
7%
8%
7%
7%
8%
7%
8%
7%
6%
7%
7%
7%
83
95
17
110
44
87
29
49
109
65
106
43
16
58
117
North East
8%
8%
7%
7%
7%
7%
8%
7%
7%
7%
7%
9%
6%
7%
7%
70
81
12
108
47
87
22
42
110
54
109
31
25
59
116
North West
7%
7%
5%
7%
7%
7%
6%
6%
7%
6%
7%
6%
9%
7%
7%
186
214
47
246
121
222
68
134
256
173
255
87
48
140
278
South East
17%
18%
20%
17%
18%
17%
18%
18%
17%
19%
17%
17%
17%
17%
17%
118
143
23
178
74
154
42
94
179
107
176
55
39
94
189
South West
11%
12%
10%
12%
11%
12%
11%
13%
12%
12%
12%
11%
14%
12%
12%
144
155
26
198
91
183
56
94
200
103
194
74
33
100
209
West Midlands
13%
13%
11%
13%
14%
14%
15%
13%
13%
11%
13%
15%
12%
12%
13%
b
60
68
11
83
41
74
24
46
84
52
84
27
21
38
88
Yorkshire and The Humber
6%
6%
5%
6%
6%
6%
6%
6%
6%
6%
6%
5%
7%
5%
6%
62
61
8
80
33
69
22
42
80
47
78
25
13
48
87
Scotland
6%
5%
4%
5%
5%
5%
6%
6%
5%
5%
5%
5%
5%
6%
5%
44
54
8
66
28
55
16
26
67
33
67
23
10
40
75
Wales
4%
5%
3%
4%
4%
4%
4%
4%
4%
4%
5%
5%
3%
5%
5%
48
45
22
59
23
47
15
22
60
32
60
25
8
29
63
Northern Ireland
4%
4%
9%
4%
3%
4%
4%
3%
4%
4%
4%
5%
3%
4%
4%
ab
922
1032
196
1275
584
1099
327
640
1297
792
1273
424
250
693
1379
England
86%
86%
84%
86%
87%
87%
86%
88%
86%
88%
86%
85%
89%
85%
86%
213
244
41
300
132
249
75
137
303
171
299
101
61
155
321
North
20%
20%
17%
20%
20%
20%
20%
19%
20%
19%
20%
20%
22%
19%
20%
332
336
63
447
204
387
114
214
451
269
441
150
81
246
480
Mids
31%
28%
27%
30%
30%
30%
30%
29%
30%
30%
30%
30%
29%
30%
30%
377
452
92
528
249
463
137
289
542
352
533
173
108
292
579
South
35%
38%
40%
36%
37%
37%
36%
40%
36%
39%
36%
35%
38%
36%
36%
737
864
176
1053
502
895
262
536
1069
651
1048
341
205
583
1141
Urban
69%
72%
75%
71%
75%
71%
69%
74%
71%
72%
71%
69%
73%
72%
71%
b
339
329
58
428
167
374
118
193
435
253
430
156
76
228
463
Rural
31%
28%
25%
29%
25%
29%
31%
26%
29%
28%
29%
31%
27%
28%
29%
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C3. Where In The Uk Do You Work? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
70
18
7
17
92
49
-
93
68
92
72
92
75
2
20
95
East of England
6%
8%
5%
5%
6%
6%
-%
6%
6%
6%
5%
6%
6%
5%
8%
6%
127
25
24
36
174
107
-
172
140
174
145
172
137
4
31
176
East Midlands
10%
10%
17%
10%
11%
12%
-%
11%
12%
11%
11%
11%
11%
12%
12%
11%
c
86
15
9
33
110
63
-
112
82
112
99
112
93
-
17
112
Greater London
7%
6%
6%
9%
7%
7%
-%
7%
7%
7%
7%
7%
7%
-%
6%
7%
89
16
11
30
114
71
-
115
86
113
101
110
97
1
16
117
North East
7%
7%
8%
8%
7%
8%
-%
7%
7%
7%
7%
7%
8%
4%
6%
7%
86
20
8
26
113
64
-
116
77
114
95
113
84
7
23
116
North West
7%
9%
6%
7%
7%
7%
-%
7%
6%
7%
7%
7%
7%
19%
9%
7%
c
198
52
28
72
273
170
2
276
209
267
236
267
217
5
53
278
South East
16%
22%
19%
20%
17%
19%
100%
17%
17%
17%
18%
17%
17%
15%
20%
17%
c
152
22
15
41
183
99
-
187
145
185
156
185
161
4
23
189
South West
12%
9%
10%
11%
12%
11%
-%
12%
12%
12%
12%
12%
12%
10%
9%
12%
174
24
11
32
202
101
-
209
152
202
181
202
172
6
28
209
West Midlands
14%
10%
7%
9%
13%
11%
-%
13%
13%
13%
13%
13%
13%
18%
11%
13%
a
c
64
15
9
14
87
50
-
88
71
86
73
86
76
1
10
88
Yorkshire and The Humber
5%
6%
6%
4%
6%
6%
-%
6%
6%
5%
5%
6%
6%
4%
4%
6%
62
17
8
19
86
51
-
87
68
86
73
85
67
1
16
87
Scotland
5%
7%
6%
5%
6%
6%
-%
5%
6%
5%
5%
5%
5%
4%
6%
5%
56
7
10
13
72
37
-
74
56
74
62
74
57
2
15
75
Wales
5%
3%
7%
4%
5%
4%
-%
5%
5%
5%
5%
5%
4%
4%
6%
5%
51
9
4
25
62
34
-
63
46
62
53
62
50
2
11
63
Northern Ireland
4%
4%
2%
7%
4%
4%
-%
4%
4%
4%
4%
4%
4%
5%
4%
4%
ab
1046
207
124
301
1348
774
2
1369
1031
1345
1157
1339
1112
31
219
1379
England
86%
86%
85%
84%
86%
86%
100%
86%
86%
86%
86%
86%
86%
87%
84%
86%
239
52
29
70
314
185
-
320
234
313
268
309
257
10
48
321
North
20%
22%
20%
20%
20%
21%
-%
20%
19%
20%
20%
20%
20%
27%
18%
20%
371
66
42
84
468
257
-
474
360
468
398
466
384
13
79
480
Mids
31%
28%
29%
24%
30%
29%
-%
30%
30%
30%
30%
30%
30%
35%
30%
30%
c
436
89
52
146
566
332
2
575
436
564
492
564
471
9
92
579
South
36%
37%
36%
41%
36%
37%
100%
36%
36%
36%
37%
36%
37%
25%
35%
36%
862
165
111
256
1122
640
2
1130
851
1118
970
1113
930
22
171
1141
Urban
71%
69%
76%
72%
72%
71%
100%
71%
71%
71%
72%
71%
72%
61%
66%
71%
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## C3. Where In The Uk Do You Work? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
353
75
35
102
445
256
-
463
350
448
376
447
356
14
89
463
Rural
29%
31%
24%
28%
28%
29%
-%
29%
29%
29%
28%
29%
28%
39%
34%
29%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## C3. Where In The Uk Do You Work? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
-
26
70
25
11
62
2
93
31
64
73
9
13
95
East of England
-%
7%
6%
6%
9%
6%
2%
6%
6%
6%
6%
9%
6%
6%
-
52
120
51
14
118
11
166
67
110
137
12
23
176
East Midlands
-%
14%
10%
13%
11%
11%
10%
11%
13%
10%
11%
11%
11%
11%
2
28
77
33
16
66
5
106
40
72
97
4
9
112
Greater London
22%
7%
7%
8%
13%
6%
5%
7%
8%
7%
8%
4%
4%
7%
a
1
25
94
20
14
73
9
107
43
74
92
6
19
117
North East
18%
7%
8%
5%
11%
7%
9%
7%
8%
7%
7%
5%
9%
7%
1
31
86
23
7
61
8
108
32
83
92
3
21
116
North West
16%
8%
7%
6%
6%
6%
7%
7%
6%
8%
7%
3%
10%
7%
b
*
71
218
55
17
183
18
260
76
202
219
17
39
278
South East
2%
19%
19%
14%
13%
18%
17%
17%
15%
18%
17%
16%
19%
17%
a
*
42
126
59
13
115
9
179
63
125
158
16
14
189
South West
2%
11%
11%
15%
10%
11%
8%
12%
12%
11%
12%
16%
7%
12%
b
a
a
2
38
156
48
11
136
11
198
53
156
158
22
29
209
West Midlands
26%
10%
13%
12%
9%
13%
10%
13%
10%
14%
12%
21%
14%
13%
b
c
-
25
55
32
7
62
9
79
26
62
62
5
21
88
Yorkshire and The Humber
-%
7%
5%
8%
6%
6%
8%
5%
5%
6%
5%
5%
10%
6%
b
c
1
16
65
19
6
61
7
80
27
60
74
6
6
87
Scotland
7%
4%
6%
5%
4%
6%
6%
5%
5%
6%
6%
6%
3%
5%
*
13
57
16
4
53
11
64
30
45
63
3
9
75
Wales
6%
4%
5%
4%
3%
5%
10%
4%
6%
4%
5%
3%
4%
5%
a
-
8
51
12
4
46
8
55
21
42
58
1
3
63
Northern Ireland
-%
2%
4%
3%
3%
4%
7%
4%
4%
4%
5%
1%
1%
4%
a
7
339
1002
348
110
877
82
1297
431
948
1087
94
188
1379
England
87%
90%
85%
88%
89%
84%
77%
87%
85%
87%
85%
90%
91%
86%
b
c
3
81
234
76
28
196
26
294
101
219
245
14
61
321
North
35%
22%
20%
19%
23%
19%
25%
20%
20%
20%
19%
13%
30%
20%
bc
2
116
346
125
36
316
23
457
150
330
369
43
64
480
Mids
26%
31%
29%
32%
29%
30%
22%
31%
30%
30%
29%
41%
31%
30%
c
2
141
421
148
46
365
32
546
179
399
473
37
63
579
South
26%
37%
36%
37%
37%
35%
30%
36%
35%
36%
37%
36%
31%
36%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## C3. Where In The Uk Do You Work? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
4
282
817
298
94
723
69
1072
379
762
900
75
155
1141
Urban
52%
75%
70%
75%
76%
70%
65%
72%
74%
70%
70%
73%
75%
71%
b
a
4
94
357
97
29
314
38
425
130
333
382
28
51
463
Rural
48%
25%
30%
25%
24%
30%
35%
28%
26%
30%
30%
27%
25%
29%
a
b
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## C3. Where In The Uk Do You Work? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
31
22
18
24
95
East of England
8%
5%
5%
6%
6%
45
43
48
40
176
East Midlands
11%
11%
12%
10%
11%
34
31
24
23
112
Greater London
9%
7%
6%
6%
7%
23
31
22
41
117
North East
6%
8%
5%
10%
7%
bd
22
43
26
25
116
North West
5%
10%
6%
6%
7%
abd
57
63
90
68
278
South East
14%
15%
22%
17%
17%
cd
40
42
53
54
189
South West
10%
10%
13%
14%
12%
53
63
48
44
209
West Midlands
13%
15%
12%
11%
13%
21
17
24
27
88
Yorkshire and The Humber
5%
4%
6%
7%
6%
31
13
21
21
87
Scotland
8%
3%
5%
5%
5%
c
26
20
14
14
75
Wales
7%
5%
4%
4%
5%
17
21
14
12
63
Northern Ireland
4%
5%
4%
3%
4%
325
356
354
345
1379
England
81%
87%
88%
88%
86%
d
d
d
65
92
72
92
321
North
16%
22%
18%
24%
20%
d
bd
129
128
115
108
480
Mids
32%
31%
29%
28%
30%
131
136
167
145
579
South
33%
33%
41%
37%
36%
cd
302
259
297
282
1141
Urban
76%
63%
74%
72%
71%
c
c
c
97
151
106
110
463
Rural
24%
37%
26%
28%
29%
abd
Columns Tested: a,b,c,d

## C4. Is Your Location The Headquarters Or A Local Branch / Office? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1329
61
72
83
85
204
178
270
113
111
106
167
95
1545
Head office
96%
96%
96%
96%
96%
98%
95%
97%
98%
95%
95%
95%
100%
96%
50
2
3
3
4
5
10
9
2
6
6
9
*
59
Branch / local office
4%
4%
4%
4%
4%
2%
5%
3%
2%
5%
5%
5%
*%
4%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Table 4  (Continuation)                                                                                                                                                                          Page 36 C4. Is Your Location The Headquarters Or A Local Branch / Office? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 89                                                | 102       | 276       | 1078      | -      | 1545 | 456   | 1088  | 49  | 2    | 5                     | 9          | 34         | 1495            |
| 1545                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Head office                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 94%                                               | 97%       | 95%       | 97%       | -%     | 100% | 99%   | 95%   | 77% | 19%  | 71%                   | 92%        | 87%        | 97%             |
| 96%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | e         | e         |        |      |       |       |     |      |                       |            |            |                 |
| def                                               | def       | bcdef     |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                                                 | 3         | 15        | 35        | 59     | -    | 7     | 53    | 15  | 7    | 2                     | 1          | 5          | 45              |
| 59                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Branch / local office                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%                                                | 3%        | 5%        | 3%        | 100%   | -%   | 1%    | 5%    | 23% | 81%  | 29%                   | 8%         | 13%        | 3%              |
| 4%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               | abcdf     | abc       |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## C4. Is Your Location The Headquarters Or A Local Branch / Office? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
209
172
119
261
28
42
41
69
1365
9
27
75
209
233
300
692
1545
Head office
96%
96%
97%
96%
96%
98%
94%
92%
97%
97%
93%
96%
96%
97%
96%
96%
96%
b
8
8
4
12
1
1
3
6
49
*
2
3
9
6
12
27
59
Branch / local office
4%
4%
3%
4%
4%
2%
6%
8%
3%
3%
7%
4%
4%
3%
4%
4%
4%
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Table 4  (Continuation)                                                                                                                                                                          Page 38 C4. Is Your Location The Headquarters Or A Local Branch / Office? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
1038
1147
225
1424
644
1227
359
695
1445
866
1421
472
274
786
1545
Head office
97%
96%
96%
96%
96%
97%
94%
95%
96%
96%
96%
95%
97%
97%
96%
e
38
46
9
57
25
41
21
34
58
38
56
26
8
25
59
Branch / local office
3%
4%
4%
4%
4%
3%
6%
5%
4%
4%
4%
5%
3%
3%
4%
f
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C4. Is Your Location The Headquarters Or A Local Branch / Office? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
1172
232
138
348
1508
863
2
1535
1149
1507
1294
1500
1242
33
250
1545
Head office
96%
97%
95%
97%
96%
96%
100%
96%
96%
96%
96%
96%
97%
91%
96%
96%
43
8
8
9
59
33
-
57
52
59
52
59
45
3
10
59
Branch / local office
4%
3%
5%
3%
4%
4%
-%
4%
4%
4%
4%
4%
3%
9%
4%
4%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Table 4  (Continuation)                                                                                                                                                                          Page 40 C4. Is Your Location The Headquarters Or A Local Branch / Office? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
8
362
1136
375
120
997
104
1441
489
1056
1234
101
200
1545
Head office
98%
96%
97%
95%
98%
96%
97%
96%
96%
96%
96%
97%
97%
96%
*
14
39
19
3
40
3
56
20
39
47
3
6
59
Branch / local office
2%
4%
3%
5%
2%
4%
3%
4%
4%
4%
4%
3%
3%
4%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
C4. Is your location the headquarters or a local branch / office?
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
379
397
393
376
1545
Head office
95%
97%
97%
96%
96%
20
13
10
16
59
Branch / local office
5%
3%
3%
4%
4%
Columns Tested: a,b,c,d

## C5. Do You Have An Internet Connection In The Location Where Your Organisation Is Based? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1297
55
64
80
79
198
179
260
108
107
106
166
93
1497
Yes
94%
88%
86%
92%
90%
95%
95%
94%
93%
92%
95%
94%
98%
93%
kl
k
kl
kl
k
k
k
k
kl
82
8
11
7
9
11
9
18
8
9
5
11
2
107
No
6%
12%
14%
8%
10%
5%
5%
6%
7%
8%
5%
6%
2%
7%
aghm
abcefghjm
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Table 5  (Continuation)                                                                                                                                                                          Page 43 C5. Do You Have An Internet Connection In The Location Where Your Organisation Is Based? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 283       | 1015      | 56     | 1441 | 425   | 1072  | 63  | 8    | 7                     | 10         | 38         | 1434            |
| 1497                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Yes                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 100%                                              | 100%      | 97%       | 91%       | 94%    | 93%  | 92%   | 94%   | 99% | 99%  | 100%                  | 100%       | 98%        | 93%             |
| 93%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | 8         | 98        | 3      | 104  | 38    | 69    | 1   | *    | -                     | -          | 1          | 106             |
| 107                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| No                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | 3%        | 9%        | 6%     | 7%   | 8%    | 6%    | 1%  | 1%   | -%                    | -%         | 2%         | 7%              |
| 7%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               | bcf       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## C5. Do You Have An Internet Connection In The Location Where Your Organisation Is Based? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
215
178
121
271
30
43
43
72
1309
10
28
78
212
232
297
640
1497
Yes
99%
99%
99%
99%
100%
100%
100%
96%
93%
100%
98%
100%
98%
97%
95%
89%
93%
a
a
a
ab
a
a
a
2
2
1
2
-
-
-
3
104
-
*
*
5
7
15
79
107
No
1%
1%
1%
1%
-%
-%
-%
4%
7%
-%
2%
*%
2%
3%
5%
11%
7%
cd
e
bcdef
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## C5. Do You Have An Internet Connection In The Location Where Your Organisation Is Based? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
1014
1122
226
1385
652
1198
368
712
1407
876
1383
463
268
754
1497
Yes
94%
94%
97%
94%
98%
94%
97%
98%
94%
97%
94%
93%
95%
93%
93%
b
acf
acf
acf
61
71
8
95
17
71
12
18
96
28
95
34
14
57
107
No
6%
6%
3%
6%
2%
6%
3%
2%
6%
3%
6%
7%
5%
7%
7%
a
bde
bde
bde
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C5. Do You Have An Internet Connection In The Location Where Your Organisation Is Based? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
1120
231
144
345
1463
849
2
1485
1138
1464
1275
1457
1202
33
246
1497
Yes
92%
96%
99%
96%
93%
95%
100%
93%
95%
93%
95%
93%
93%
93%
94%
93%
c
c
b
95
9
1
13
105
47
-
107
63
103
70
103
85
2
15
107
No
8%
4%
1%
4%
7%
5%
-%
7%
5%
7%
5%
7%
7%
7%
6%
7%
ab
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Table 5  (Continuation)                                                                                                                                                                          Page 47 C5. Do You Have An Internet Connection In The Location Where Your Organisation Is Based? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
8
368
1090
378
113
970
-
1497
433
1064
1187
100
204
1497
Yes
100%
98%
93%
96%
92%
93%
-%
100%
85%
97%
93%
96%
99%
93%
b
b
b
c
-
8
85
17
9
68
107
-
76
31
95
4
2
107
No
-%
2%
7%
4%
8%
7%
100%
-%
15%
3%
7%
4%
1%
7%
a
a
a
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## C5. Do You Have An Internet Connection In The Location Where Your Organisation Is Based? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
363
380
378
375
1497
Yes
91%
93%
94%
96%
93%
d
36
30
25
17
107
No
9%
7%
6%
4%
7%
a
Columns Tested: a,b,c,d

## C6. We Are Talking To A Wide Range Of Customers With Different Responsibilities, So We'D Like To Understand Your Role Within Your Organisation. Please Could You Tell Me Which Type Of Department You Work In? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total Senior Management (Managing Director,
Director, Business
779
27
44
49
47
123
90
162
69
56
69
102
61
899
Owner)
56%
42%
60%
56%
53%
59%
48%
58%
59%
48%
61%
58%
64%
56%
l
dgl
l
l
l
l
l
l
dgl
Office Admin / Office
439
31
20
29
33
54
74
84
28
44
28
63
32
519
Management
32%
49%
26%
34%
37%
26%
39%
30%
24%
38%
25%
36%
33%
32%
abcefhjk
e
cehk
ehk
m
83
3
6
4
7
19
11
10
11
8
10
6
2
97
Finance / Accounts
6%
6%
8%
5%
8%
9%
6%
4%
10%
7%
9%
3%
2%
6%
f
f
f
16
1
*
*
-
5
2
6
1
1
*
*
*
17
Customer Service
1%
1%
*%
1%
-%
2%
1%
2%
1%
1%
*%
*%
*%
1%
12
-
1
*
*
4
*
4
1
*
-
2
-
13
Sales
1%
-%
1%
*%
*%
2%
*%
1%
1%
*%
-%
1%
-%
1%
7
*
*
2
*
-
2
2
*
1
2
-
-
9
Operations
1%
1%
*%
2%
*%
-%
1%
1%
*%
1%
2%
-%
-%
1%
5
-
1
-
-
-
-
2
-
1
-
2
-
6
Company Secretary
*%
-%
1%
-%
-%
-%
-%
1%
-%
1%
-%
1%
-%
*%
6
-
-
-
-
-
2
2
1
-
*
1
-
6
Procurement
*%
-%
-%
-%
-%
-%
1%
1%
1%
-%
*%
*%
-%
*%
4
*
-
*
-
*
-
-
-
1
2
-
-
4
Marketing
*%
*%
-%
1%
-%
*%
-%
-%
-%
1%
2%
-%
-%
*%
4
-
-
*
-
-
-
-
-
-
2
2
-
4
Facilities
*%
-%
-%
*%
-%
-%
-%
-%
-%
-%
2%
1%
-%
*%
2
-
*
*
-
2
-
-
*
-
-
-
-
3
Mailroom
*%
-%
*%
*%
-%
1%
-%
-%
*%
-%
-%
-%
-%
*%
Customer Relationship
2
-
-
-
-
-
-
*
1
-
-
-
-
2
Management
*%
-%
-%
-%
-%
-%
-%
*%
1%
-%
-%
-%
-%
*%
m
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
-
*
-
-
2
-
2
-
-
-
-
-
4
Don't know
*%
-%
1%
-%
-%
1%
-%
1%
-%
-%
-%
-%
-%
*%
19
1
2
2
1
-
7
6
3
3
-
-
-
24
Other answers
1%
2%
2%
2%
2%
-%
4%
2%
2%
2%
-%
-%
-%
1%
bhm

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## C6. We Are Talking To A Wide Range Of Customers With Different Responsibilities, So We'D Like To Understand Your Role Within Your Organisation. Please Could You Tell Me Which Type Of Department You Work In? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Senior Management                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| (Managing Director,                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Director, Business                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 48                                                | 42        | 126       | 682       | 19     | 880  | 264   | 635   | 9   | 1    | *                     | 1          | 8          | 890             |
| 899                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Owner)                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 51%                                               | 40%       | 43%       | 61%       | 32%    | 57%  | 57%   | 56%   | 14% | 7%   | 3%                    | 7%         | 20%        | 58%             |
| 56%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | d         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cde                                               | bcdef     |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Office Admin / Office                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 29                                                | 39        | 122       | 329       | 26     | 493  | 158   | 361   | 39  | 7    | 5                     | 6          | 21         | 480             |
| 519                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Management                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30%                                               | 37%       | 42%       | 30%       | 43%    | 32%  | 34%   | 32%   | 61% | 80%  | 70%                   | 63%        | 54%        | 31%             |
| 32%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcf                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 8                                                 | 14        | 21        | 54        | 1      | 96   | 26    | 71    | 9   | *    | 1                     | 2          | 5          | 88              |
| 97                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Finance / Accounts                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                                                | 13%       | 7%        | 5%        | 1%     | 6%   | 6%    | 6%    | 14% | 4%   | 17%                   | 23%        | 14%        | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | b         |           |        |      |       |       |     |      |                       |            |            |                 |
| ae                                                | ae        | ae        | ae        |        |      |       |       |     |      |                       |            |            |                 |
| 4                                                 | 2         | *         | 10        | 3      | 14   | 7     | 9     | 2   | *    | -                     | *          | 1          | 15              |
| 17                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Customer Service                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                                                | 2%        | *%        | 1%        | 5%     | 1%   | 2%    | 1%    | 3%  | 3%   | -%                    | 5%         | 3%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 2         | 5         | 6         | 3      | 11   | 6     | 8     | 2   | *    | -                     | *          | 1          | 12              |
| 13                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Sales                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 2%        | 2%        | 1%        | 5%     | 1%   | 1%    | 1%    | 3%  | 4%   | -%                    | 2%         | 3%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 4         | 4         | -      | 9    | 1     | 8     | 1   | -    | *                     | -          | *          | 9               |
| 9                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Operations                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | *%        | 1%        | *%        | -%     | 1%   | *%    | 1%    | 1%  | -%   | 4%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2         | 4         | -      | 6    | -     | 6     | -   | -    | -                     | -          | -          | 6               |
| 6                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Company Secretary                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 1%        | *%        | -%     | *%   | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 2         | 1         | 2      | 4    | -     | 6     | 1   | -    | *                     | -          | 1          | 5               |
| 6                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Procurement                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | *%        | 1%        | *%        | 3%     | *%   | -%    | 1%    | 1%  | -%   | 5%                    | -%         | 2%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | *         | 2         | -      | 4    | *     | 4     | 1   | -    | -                     | -          | 1          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Marketing                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 2%        | *%        | *%        | -%     | *%   | *%    | *%    | 1%  | -%   | -%                    | -%         | 2%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | -         | 4         | *      | 4    | -     | 4     | *   | -    | -                     | -          | *          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Facilities                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | -%        | *%        | *%     | *%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | *         | -         | -      | 3    | *     | 2     | *   | *    | *                     | -          | *          | 2               |
| 3                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mailroom                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 2%        | *%        | -%        | -%     | *%   | *%    | *%    | 1%  | 1%   | 2%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Customer Relationship                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | *         | 1         | -      | 2    | *     | 1     | *   | -    | -                     | -          | *          | 1               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Management                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | *%        | *%        | -%     | *%   | *%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Refused                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 4         | -      | 4    | *     | 4     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | -%     | *%   | *%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 8         | 15        | 6      | 18   | *     | 24    | 1   | *    | -                     | -          | 1          | 23              |
| 24                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other answers                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 1%        | 3%        | 1%        | 11%    | 1%   | *%    | 2%    | 1%  | 1%   | -%                    | -%         | 1%         | 2%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## C6. We Are Talking To A Wide Range Of Customers With Different Responsibilities, So We'D Like To Understand Your Role Within Your Organisation. Please Could You Tell Me Which Type Of Department You Work In? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total Senior Management
(Managing Director, Director, Business
106
86
61
131
18
32
21
28
800
4
9
27
88
111
148
511
899
Owner)
49%
48%
50%
48%
60%
75%
49%
37%
57%
37%
33%
35%
40%
47%
48%
71%
56%
b
abc
b
ef
ef
bcdef
Office Admin / Office
70
68
41
97
6
7
11
34
460
4
13
36
94
90
128
155
519
Management
32%
38%
33%
35%
20%
16%
25%
46%
33%
39%
45%
46%
43%
38%
41%
22%
32%
acde
d
a
a
a
a
a
24
9
8
25
3
3
7
3
81
*
4
12
18
23
14
26
97
Finance / Accounts
11%
5%
7%
9%
10%
6%
16%
5%
6%
1%
15%
15%
8%
10%
4%
4%
6%
a
ab
ab
ab
a
ab
3
4
*
7
*
-
1
2
14
*
*
3
*
6
5
2
17
Customer Service
1%
2%
*%
3%
1%
-%
2%
3%
1%
2%
1%
3%
*%
2%
2%
*%
1%
ad
ad
a
3
3
3
3
*
*
2
-
11
-
*
*
4
1
4
3
13
Sales
1%
2%
2%
1%
1%
1%
5%
-%
1%
-%
1%
*%
2%
*%
1%
*%
1%
ab
a
4
-
3
1
-
*
*
3
6
2
*
*
1
2
-
4
9
Operations
2%
-%
3%
*%
-%
*%
1%
4%
*%
18%
1%
*%
1%
1%
-%
*%
1%
a
a
-
3
-
3
-
-
-
*
6
-
-
-
*
3
3
-
6
Company Secretary
-%
2%
-%
1%
-%
-%
-%
1%
*%
-%
-%
-%
*%
1%
1%
-%
*%
b
a
a
2
*
2
*
-
-
*
2
4
-
*
*
3
*
-
2
6
Procurement
1%
*%
2%
*%
-%
-%
1%
3%
*%
-%
2%
*%
1%
*%
-%
*%
*%
a
a
b
ab
1
2
1
2
-
-
-
-
4
-
*
*
-
-
2
1
4
Marketing
*%
1%
1%
1%
-%
-%
-%
-%
*%
-%
2%
*%
-%
-%
1%
*%
*%
ad
-
2
-
2
-
-
-
*
4
-
*
-
-
-
2
2
4
Facilities
-%
1%
-%
1%
-%
-%
-%
*%
*%
-%
*%
-%
-%
-%
1%
*%
*%
2
*
2
*
2
*
-
-
*
*
-
-
2
*
-
-
3
Mailroom
1%
*%
2%
*%
7%
1%
-%
-%
*%
2%
-%
-%
1%
*%
-%
-%
*%
abc
a
a
Customer Relationship
*
1
*
1
*
-
-
-
1
-
-
-
*
1
-
-
2
Management
*%
1%
*%
*%
1%
-%
-%
-%
*%
-%
-%
-%
*%
1%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
4
-
-
-
-
-
-
4
4
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
1%
*%
2
2
2
3
-
*
*
2
22
-
-
*
6
2
7
9
24
Other answers
1%
1%
2%
1%
-%
*%
1%
3%
2%
-%
-%
1%
3%
1%
2%
1%
1%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## C6. We Are Talking To A Wide Range Of Customers With Different Responsibilities, So We'D Like To Understand Your Role Within Your Organisation. Please Could You Tell Me Which Type Of Department You Work In? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
Senior Management (Managing Director, Director, Business
540
666
121
810
371
671
170
396
825
464
803
247
142
499
899
Owner)
50%
56%
52%
55%
55%
53%
45%
54%
55%
51%
54%
50%
50%
61%
56%
b
e
e
e
e
e
bc
Office Admin / Office
396
393
73
494
208
440
138
228
498
320
493
177
105
235
519
Management
37%
33%
31%
33%
31%
35%
36%
31%
33%
35%
33%
36%
37%
29%
32%
a
a
a
75
70
23
92
41
87
35
51
94
64
94
34
21
40
97
Finance / Accounts
7%
6%
10%
6%
6%
7%
9%
7%
6%
7%
6%
7%
7%
5%
6%
ab
ac
12
13
3
17
11
16
7
12
17
9
17
8
1
8
17
Customer Service
1%
1%
1%
1%
2%
1%
2%
2%
1%
1%
1%
2%
*%
1%
1%
13
5
4
13
5
9
7
7
13
9
13
6
3
5
13
Sales
1%
*%
2%
1%
1%
1%
2%
1%
1%
1%
1%
1%
1%
1%
1%
a
f
6
5
1
8
8
9
5
8
9
6
9
4
1
4
9
Operations
1%
*%
*%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
1%
4
6
1
6
4
6
3
-
6
6
6
4
2
*
6
Company Secretary
*%
1%
1%
*%
1%
*%
1%
-%
*%
1%
*%
1%
1%
*%
*%
d
d
a
4
3
*
4
3
2
*
5
4
3
4
*
2
4
6
Procurement
*%
*%
*%
*%
*%
*%
*%
1%
*%
*%
*%
*%
1%
*%
*%
4
3
2
4
2
3
2
2
4
4
4
2
*
2
4
Marketing
*%
*%
1%
*%
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
4
2
-
4
*
2
*
*
4
2
4
2
*
2
4
Facilities
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
3
*
2
3
2
3
3
3
3
*
3
2
*
-
3
Mailroom
*%
*%
1%
*%
*%
*%
1%
*%
*%
*%
*%
*%
*%
-%
*%
b
b
Customer Relationship
*
2
-
2
*
2
1
*
2
*
2
-
1
*
2
Management
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
3
4
-
4
*
2
-
-
4
2
4
-
-
4
4
Don't know
*%
*%
-%
*%
*%
*%
-%
-%
*%
*%
*%
-%
-%
1%
*%
15
22
2
22
13
19
9
18
24
16
24
11
4
8
24
Other answers
1%
2%
1%
2%
2%
2%
2%
2%
2%
2%
2%
2%
1%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C6. We Are Talking To A Wide Range Of Customers With Different Responsibilities, So We'D Like To Understand Your Role Within Your Organisation. Please Could You Tell Me Which Type Of Department You Work In? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
Senior Management (Managing Director, Director, Business
682
127
88
211
875
484
-
893
666
874
735
869
718
17
144
899
Owner)
56%
53%
60%
59%
56%
54%
-%
56%
55%
56%
55%
56%
56%
46%
55%
56%
Office Admin / Office
393
91
34
92
507
299
2
513
379
506
450
505
418
13
88
519
Management
32%
38%
23%
26%
32%
33%
100%
32%
32%
32%
33%
32%
33%
37%
34%
32%
a
a
c
c
79
5
11
26
97
57
-
97
81
97
86
97
69
2
23
97
Finance / Accounts
6%
2%
7%
7%
6%
6%
-%
6%
7%
6%
6%
6%
5%
6%
9%
6%
b
b
c
8
5
4
6
17
11
-
17
13
17
13
17
13
2
2
17
Customer Service
1%
2%
3%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
5%
1%
1%
c
c
ac
10
2
1
8
13
8
-
13
11
13
11
13
13
-
1
13
Sales
1%
1%
*%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
*%
1%
ab
7
3
-
1
9
9
-
9
9
9
8
9
9
-
1
9
Operations
1%
1%
-%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
*%
1%
6
-
-
1
6
3
-
6
3
6
6
6
4
2
-
6
Company Secretary
1%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
6%
-%
*%
ac
2
3
*
2
6
3
-
6
6
6
6
6
6
-
-
6
Procurement
*%
1%
*%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
c
3
*
*
2
4
4
-
4
4
4
4
4
4
-
-
4
Marketing
*%
*%
*%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
4
*
-
2
4
4
-
4
4
4
4
4
4
*
-
4
Facilities
*%
*%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
-%
*%
2
*
-
2
3
3
-
3
3
3
3
3
2
-
*
3
Mailroom
*%
*%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
Customer Relationship
*
-
1
*
2
*
-
2
2
2
*
2
2
-
-
2
Management
*%
-%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
-
-
2
4
2
-
4
2
4
4
4
4
-
-
4
Don't know
*%
-%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
15
3
6
3
24
13
-
24
22
24
19
24
22
-
2
24
Other answers
1%
1%
4%
1%
2%
1%
-%
2%
2%
2%
1%
2%
2%
-%
1%
1%
bc
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## C6. We Are Talking To A Wide Range Of Customers With Different Responsibilities, So We'D Like To Understand Your Role Within Your Organisation. Please Could You Tell Me Which Type Of Department You Work In? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
Senior Management (Managing Director, Director, Business
4
189
644
228
82
570
77
822
299
600
718
63
114
899
Owner)
44%
50%
55%
58%
67%
55%
72%
55%
59%
55%
56%
61%
55%
56%
a
a
Office Admin / Office
4
127
387
129
30
348
23
496
156
362
421
31
59
519
Management
52%
34%
33%
33%
25%
34%
21%
33%
31%
33%
33%
30%
29%
32%
b
*
32
78
14
6
58
3
94
24
73
72
1
22
97
Finance / Accounts
2%
9%
7%
4%
5%
6%
3%
6%
5%
7%
6%
1%
11%
6%
a
bc
*
5
13
4
2
13
2
15
1
16
16
*
1
17
Customer Service
2%
1%
1%
1%
1%
1%
2%
1%
*%
1%
1%
*%
*%
1%
b
-
5
11
3
*
9
-
13
3
11
11
*
2
13
Sales
-%
1%
1%
1%
*%
1%
-%
1%
1%
1%
1%
*%
1%
1%
-
2
7
2
*
8
-
9
6
3
4
2
3
9
Operations
-%
*%
1%
1%
*%
1%
-%
1%
1%
*%
*%
2%
2%
1%
a
c
c
-
3
5
1
-
*
*
6
*
6
6
-
-
6
Company Secretary
-%
1%
*%
*%
-%
*%
*%
*%
*%
1%
*%
-%
-%
*%
-
2
2
4
-
4
-
6
1
4
4
*
2
6
Procurement
-%
1%
*%
1%
-%
*%
-%
*%
*%
*%
*%
*%
1%
*%
b
-
3
4
-
-
4
-
4
1
3
4
-
*
4
Marketing
-%
1%
*%
-%
-%
*%
-%
*%
*%
*%
*%
-%
*%
*%
-
2
4
-
-
4
2
2
2
2
4
-
-
4
Facilities
-%
1%
*%
-%
-%
*%
2%
*%
*%
*%
*%
-%
-%
*%
a
-
3
2
*
-
3
-
3
*
2
*
2
-
3
Mailroom
-%
1%
*%
*%
-%
*%
-%
*%
*%
*%
*%
2%
-%
*%
ac
Customer Relationship
-
1
2
-
-
*
-
2
2
-
*
-
1
2
Management
-%
*%
*%
-%
-%
*%
-%
*%
*%
-%
*%
-%
1%
*%
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
4
-
-
2
*
4
4
-
4
-
-
4
Don't know
-%
-%
*%
-%
-%
*%
*%
*%
1%
-%
*%
-%
-%
*%
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## C6. We Are Talking To A Wide Range Of Customers With Different Responsibilities, So We'D Like To Understand Your Role Within Your Organisation. Please Could You Tell Me Which Type Of Department You Work In? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
-
4
14
9
2
18
-
24
11
13
19
4
1
24
Other answers
-%
1%
1%
2%
2%
2%
-%
2%
2%
1%
2%
4%
1%
1%

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b C6. We are talking to a wide range of customers with different responsibilities, so we'd like to understand your role within your organisation. Please could you tell me which type of department you work in?

Base: All respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total Senior Management (Managing Director, Director, Business
283
233
190
193
899
Owner)
71%
57%
47%
49%
56%
abc
ab
Office Admin / Office
91
122
163
143
519
Management
23%
30%
41%
36%
32%
d
cd
cd
9
27
32
29
97
Finance / Accounts
2%
6%
8%
7%
6%
d
d
d
2
8
2
4
17
Customer Service
1%
2%
*%
1%
1%
b
-
2
4
7
13
Sales
-%
1%
1%
2%
1%
d
d
3
2
*
4
9
Operations
1%
1%
*%
1%
1%
-
2
-
4
6
Company Secretary
-%
1%
-%
1%
*%
bd
2
1
2
*
6
Procurement
1%
*%
*%
*%
*%
*
3
*
-
4
Marketing
*%
1%
*%
-%
*%
-
2
2
*
4
Facilities
-%
1%
*%
*%
*%
-
*
2
*
3
Mailroom
-%
*%
1%
*%
*%
Customer Relationship
-
*
1
-
2
Management
-%
*%
*%
-%
*%
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-
2
-
2
4
Don't know
-%
1%
-%
1%
*%
8
6
4
6
24
Other answers
2%
1%
1%
1%
1%
Columns Tested: a,b,c,d

## C7. Which One Of The Following Statements Best Describes The Role Of Mail Services To Your Organisation? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total Mail is used mainly for administrative needs and is not core to our
693
29
40
48
38
100
94
140
59
58
58
92
54
811
service delivery
50%
46%
54%
56%
43%
48%
50%
50%
51%
50%
52%
52%
57%
51%
i
Mail is critical for our customer communications and/or statements but is
250
8
10
13
21
33
39
48
25
16
20
25
24
282
not core to our business
18%
13%
13%
16%
23%
16%
21%
17%
21%
14%
18%
14%
25%
18%
kl
k
dkl
Mail is core to our business operations (i.e. our business could
424
25
23
25
27
74
55
87
31
43
31
59
17
498
not function without it)
31%
40%
31%
29%
31%
35%
29%
31%
27%
37%
28%
34%
18%
31%
a
aegjm
a
a
a
a
a
Don't Know (DO NOT READ
12
-
2
-
3
2
-
4
1
-
2
*
-
13
OUT)
1%
-%
2%
-%
3%
1%
-%
1%
1%
-%
2%
*%
-%
1%
j
gjl
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## C7. Which One Of The Following Statements Best Describes The Role Of Mail Services To Your Organisation? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mail is used mainly for                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| administrative needs and                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| is not core to our                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18                                                | 26        | 83        | 685       | 25     | 786  | 228   | 583   | 25  | 3    | 2                     | 4          | 16         | 786             |
| 811                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| service delivery                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18%                                               | 25%       | 29%       | 62%       | 42%    | 51%  | 49%   | 51%   | 39% | 37%  | 29%                   | 41%        | 41%        | 51%             |
| 51%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bdf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mail is critical for our                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| customer communications                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and/or statements but is                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 15                                                | 22        | 79        | 166       | 8      | 274  | 76    | 205   | 17  | 2    | 1                     | 2          | 11         | 265             |
| 282                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| not core to our business                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 15%                                               | 21%       | 27%       | 15%       | 14%    | 18%  | 16%   | 18%   | 26% | 27%  | 18%                   | 26%        | 27%        | 17%             |
| 18%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mail is core to our                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| business operations                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| (i.e. our business could                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 63                                                | 57        | 126       | 252       | 26     | 472  | 156   | 341   | 22  | 3    | 3                     | 3          | 12         | 476             |
| 498                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| not function without it)                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 66%                                               | 54%       | 43%       | 23%       | 44%    | 31%  | 34%   | 30%   | 34% | 34%  | 48%                   | 33%        | 31%        | 31%             |
| 31%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 3         | 10        | *      | 13   | 3     | 11    | 1   | *    | *                     | -          | *          | 13              |
| 13                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | 1%        | 1%        | 1%     | 1%   | 1%    | 1%    | 1%  | 1%   | 5%                    | -%         | *%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## C7. Which One Of The Following Statements Best Describes The Role Of Mail Services To Your Organisation? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
Mail is used mainly for administrative needs and
is not core to our
90
69
41
119
4
12
12
16
767
-
5
17
60
83
152
494
811
service delivery
42%
39%
33%
43%
14%
28%
28%
22%
54%
-%
16%
22%
28%
35%
49%
69%
51%
bcde
f
ef
cdef
bcdef
Mail is critical for our customer communications and/or statements but is
42
37
27
52
2
7
7
20
246
*
7
30
45
50
74
76
282
not core to our business
19%
21%
22%
19%
8%
15%
16%
26%
17%
1%
24%
38%
20%
21%
24%
11%
18%
ae
a
abcdf
a
a
a
Mail is core to our business operations (i.e. our business could
82
73
52
103
23
25
23
39
388
10
17
31
113
103
84
140
498
not function without it)
38%
41%
43%
38%
77%
57%
53%
52%
27%
99%
59%
40%
52%
43%
27%
19%
31%
abcd
a
a
a
abce
ab
abe
ab
a
Don't Know (DO NOT READ
3
-
3
-
-
-
1
-
12
-
*
-
-
3
1
9
13
OUT)
1%
-%
2%
-%
-%
-%
3%
-%
1%
-%
1%
-%
-%
1%
*%
1%
1%
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## C7. Which One Of The Following Statements Best Describes The Role Of Mail Services To Your Organisation? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total Mail is used mainly for
administrative needs and is not core to our
497
574
81
723
284
599
124
293
738
360
722
-
-
811
811
service delivery
46%
48%
35%
49%
42%
47%
33%
40%
49%
40%
49%
-%
-%
100%
51%
ac
c
bde
e
bde
e
bde
bc
Mail is critical for our customer communications and/or statements but is
205
226
39
272
133
234
87
143
274
194
272
-
282
-
282
not core to our business
19%
19%
16%
18%
20%
18%
23%
20%
18%
21%
18%
-%
100%
-%
18%
acf
c
ac
Mail is core to our business operations (i.e. our business could
369
387
114
477
247
430
166
289
482
347
475
498
-
-
498
not function without it)
34%
32%
49%
32%
37%
34%
44%
40%
32%
38%
32%
100%
-%
-%
31%
ab
b
acf
acf
acf
ab
Don't Know (DO NOT READ
4
7
-
9
4
5
2
4
9
3
9
-
-
-
13
OUT)
*%
1%
-%
1%
1%
*%
1%
1%
1%
*%
1%
-%
-%
-%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C7. Which One Of The Following Statements Best Describes The Role Of Mail Services To Your Organisation? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
Mail is used mainly for
administrative needs and is not core to our
637
121
50
162
782
419
2
802
559
782
644
781
671
16
109
811
service delivery
52%
51%
34%
45%
50%
47%
100%
50%
47%
50%
48%
50%
52%
45%
42%
51%
a
a
d
a
Mail is critical for our customer communications and/or statements but is
193
63
26
56
277
175
-
282
232
277
242
276
220
3
53
282
not core to our business
16%
26%
18%
16%
18%
19%
-%
18%
19%
18%
18%
18%
17%
9%
20%
18%
ac
Mail is core to our business operations (i.e. our business could
372
55
70
137
495
297
-
495
402
494
456
490
386
16
97
498
not function without it)
31%
23%
48%
38%
32%
33%
-%
31%
33%
32%
34%
31%
30%
46%
37%
31%
b
bc
b
c
c
Don't Know (DO NOT READ
13
*
-
3
13
5
-
13
8
13
4
13
10
-
1
13
OUT)
1%
*%
-%
1%
1%
1%
-%
1%
1%
1%
*%
1%
1%
-%
*%
1%
b
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## C7. Which One Of The Following Statements Best Describes The Role Of Mail Services To Your Organisation? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total Mail is used mainly for
administrative needs and is not core to our
1
155
623
169
53
540
57
754
257
555
681
41
83
811
service delivery
16%
41%
53%
43%
43%
52%
53%
50%
50%
51%
53%
39%
40%
51%
a
ab
Mail is critical for our customer communications and/or statements but is
2
76
188
86
29
166
14
268
73
209
227
16
34
282
not core to our business
22%
20%
16%
22%
24%
16%
13%
18%
14%
19%
18%
16%
16%
18%
b
a
b
Mail is core to our business operations (i.e. our business could
5
140
353
139
38
325
34
463
179
319
366
46
83
498
not function without it)
62%
37%
30%
35%
31%
31%
32%
31%
35%
29%
29%
45%
41%
31%
a
c
c
Don't Know (DO NOT READ
-
5
10
1
2
6
1
12
1
12
7
*
6
13
OUT)
-%
1%
1%
*%
2%
1%
1%
1%
*%
1%
1%
*%
3%
1%
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## C7. Which One Of The Following Statements Best Describes The Role Of Mail Services To Your Organisation? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total Mail is used mainly for administrative needs and is not core to our
210
201
212
188
811
service delivery
53%
49%
53%
48%
51%
Mail is critical for our customer communications and/or statements but is
75
66
78
63
282
not core to our business
19%
16%
19%
16%
18%
Mail is core to our business operations (i.e. our business could
111
141
110
136
498
not function without it)
28%
34%
27%
35%
31%
bd
bd
Don't Know (DO NOT READ
4
2
3
5
13
OUT)
1%
*%
1%
1%
1%
Columns Tested: a,b,c,d

## C8. Do You Have An Account Manager With Your Postal Services Provider? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
81
4
3
4
3
6
15
19
6
8
11
7
4
93
Yes
6%
6%
4%
5%
4%
3%
8%
7%
5%
7%
10%
4%
4%
6%
h
1267
58
70
80
82
197
171
248
106
106
100
166
90
1474
No
92%
91%
94%
92%
93%
94%
91%
89%
92%
91%
90%
94%
95%
92%
32
1
1
2
3
5
2
11
3
2
1
3
1
37
Don't know
2%
2%
2%
3%
4%
3%
1%
4%
3%
2%
1%
2%
1%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## C8. Do You Have An Account Manager With Your Postal Services Provider? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 31                                                | 13        | 24        | 25        | 6      | 87   | 25    | 67    | 11  | 1    | 2                     | 2          | 5          | 82              |
| 93                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Yes                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 32%                                               | 13%       | 8%        | 2%        | 10%    | 6%   | 6%    | 6%    | 17% | 15%  | 34%                   | 21%        | 13%        | 5%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| abef                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 58                                                | 86        | 262       | 1068      | 49     | 1426 | 430   | 1044  | 46  | 6    | 3                     | 7          | 30         | 1429            |
| 1474                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| No                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 61%                                               | 82%       | 90%       | 96%       | 82%    | 92%  | 93%   | 92%   | 71% | 70%  | 43%                   | 72%        | 76%        | 93%             |
| 92%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                | bcd       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | d         | d         | d         | d      |      |       |       |     |      |                       |            |            |                 |
| bcdef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                                                 | 6         | 5         | 20        | 5      | 32   | 8     | 30    | 8   | 1    | 2                     | 1          | 4          | 29              |
| 37                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 6%        | 2%        | 2%        | 8%     | 2%   | 2%    | 3%    | 12% | 15%  | 22%                   | 7%         | 11%        | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## C8. Do You Have An Account Manager With Your Postal Services Provider? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
32
14
17
28
9
12
10
8
55
7
5
10
25
15
12
18
93
Yes
15%
8%
14%
10%
31%
27%
22%
10%
4%
76%
17%
13%
11%
6%
4%
3%
6%
a
ab
ab
ab
a
abc
ab
ab
a
179
161
101
239
20
29
32
62
1331
2
21
64
186
216
290
695
1474
No
83%
90%
83%
87%
67%
67%
75%
83%
94%
23%
73%
81%
86%
90%
93%
97%
92%
b
de
bcde
f
ef
def
bcdef
6
5
4
6
1
2
1
5
28
*
3
5
6
8
9
6
37
Don't know
3%
3%
3%
2%
2%
6%
3%
7%
2%
1%
10%
6%
3%
3%
3%
1%
2%
a
abcd
a
a
a
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## C8. Do You Have An Account Manager With Your Postal Services Provider? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
65
70
25
90
56
80
37
67
92
69
92
48
16
29
93
Yes
6%
6%
11%
6%
8%
6%
10%
9%
6%
8%
6%
10%
5%
4%
6%
b
b
acf
acf
ab
979
1093
202
1353
596
1154
328
643
1374
808
1348
435
256
770
1474
No
91%
92%
86%
91%
89%
91%
86%
88%
91%
89%
91%
87%
91%
95%
92%
c
de
de
de
bc
31
30
6
37
17
35
16
19
37
28
37
14
10
12
37
Don't know
3%
3%
3%
3%
3%
3%
4%
3%
2%
3%
3%
3%
4%
2%
2%
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## C8. Do You Have An Account Manager With Your Postal Services Provider? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
66
4
20
29
91
55
-
93
80
93
86
93
69
1
17
93
Yes
5%
2%
14%
8%
6%
6%
-%
6%
7%
6%
6%
6%
5%
3%
7%
6%
b
bc
1124
229
120
318
1441
815
2
1463
1093
1437
1226
1430
1186
33
240
1474
No
93%
96%
82%
89%
92%
91%
100%
92%
91%
92%
91%
92%
92%
92%
92%
92%
a
a
25
6
6
10
36
25
-
37
28
37
34
37
32
2
3
37
Don't know
2%
3%
4%
3%
2%
3%
-%
2%
2%
2%
3%
2%
2%
5%
1%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Table 8  (Continuation)                                                                                                                                                                          Page 69 C8. Do You Have An Account Manager With Your Postal Services Provider? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
*
44
62
26
6
57
3
90
31
61
48
17
23
93
Yes
5%
12%
5%
6%
5%
6%
2%
6%
6%
6%
4%
16%
11%
6%
c
c
8
325
1086
360
114
955
105
1370
469
1006
1207
86
174
1474
No
95%
86%
92%
91%
93%
92%
98%
92%
92%
92%
94%
83%
84%
92%
a
ab
-
7
27
9
3
25
-
37
9
28
26
1
9
37
Don't know
-%
2%
2%
2%
2%
2%
-%
2%
2%
3%
2%
1%
5%
2%
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## C8. Do You Have An Account Manager With Your Postal Services Provider? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
26
16
18
32
93
Yes
7%
4%
5%
8%
6%
bc
366
386
379
343
1474
No
92%
94%
94%
88%
92%
a
a
7
8
5
16
37
Don't know
2%
2%
1%
4%
2%
bd
Columns Tested: a,b,c,d

## Qv1. On Average, How Much Money Does Your Organisation Spend Per Month On Sending Mail Items? Please Think About All The Letters, Packets And Parcels You May Send As An Organisation. Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total Below £83 (less than £1k
950
44
57
62
59
137
128
178
88
85
76
128
71
1113
per annum)
69%
69%
77%
71%
67%
66%
68%
64%
76%
73%
68%
73%
74%
69%
fhm
f
More than £83 but less than £208 (between £1k
254
11
10
16
16
40
37
56
18
21
17
31
18
291
and £2.5k per annum)
18%
17%
13%
19%
18%
19%
19%
20%
15%
18%
15%
18%
19%
18%
More than £208 but less than £420 (between £2.5k
92
4
4
5
8
17
11
23
3
7
13
8
2
105
and £5k per annum)
7%
6%
5%
6%
9%
8%
6%
8%
3%
6%
12%
5%
2%
7%
ae
More than £420 but less than £835  (between £5k
34
3
1
2
4
4
6
8
4
1
4
2
2
40
and 10k per annum)
2%
5%
1%
2%
4%
2%
3%
3%
3%
1%
3%
1%
2%
2%
dk
More than £835 but less than £2,500 (between
31
1
2
1
1
11
4
10
*
1
*
6
-
36
£10k and £30k per annum)
2%
2%
2%
1%
1%
5%
2%
3%
*%
1%
*%
3%
-%
2%
de
More than £2,500 but
less than £17,000 (between £30k and £200k
16
1
1
*
1
-
4
4
1
1
2
*
2
18
per annum)
1%
1%
1%
1%
1%
-%
2%
1%
1%
1%
2%
*%
2%
1%
More than £17,000 and less than £42,000 (between £200k and £500k
1
-
*
-
-
-
-
-
*
-
-
*
-
1
per annum)
*%
-%
*%
-%
-%
-%
-%
-%
*%
-%
-%
*%
-%
*%
More than £42,000 and less than £500,000 (between £500k and £2m
1
-
-
-
-
-
-
-
1
-
*
-
-
1
per annum)
*%
-%
-%
-%
-%
-%
-%
-%
1%
-%
*%
-%
-%
*%
m
-
-
-
-
-
-
-
-
-
-
-
-
-
-
£2m per annum or more
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1296
58
71
83
83
194
175
257
109
114
106
168
91
1509
Under 5k pa
94%
92%
95%
96%
94%
93%
93%
92%
94%
97%
95%
95%
96%
94%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv1. On Average, How Much Money Does Your Organisation Spend Per Month On Sending Mail Items? Please Think About All The Letters, Packets And Parcels You May Send As An Organisation. Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Below £83 (less than £1k                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 1113      | 35     | 1078 | 338   | 775   | 22  | 3    | 1                     | 2          | 16         | 1091            |
| 1113                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| per annum)                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 100%      | 59%    | 70%  | 73%   | 68%   | 35% | 40%  | 13%                   | 17%        | 42%        | 71%             |
| 69%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                | cd        | cd        | bcdef     |        |      |       |       |     |      |                       |            |            |                 |
| More than £83 but less                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| than £208 (between £1k                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 291       | -         | 15     | 276  | 72    | 219   | 16  | 1    | 3                     | 3          | 9          | 275             |
| 291                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and £2.5k per annum)                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 100%      | -%        | 25%    | 18%  | 16%   | 19%   | 25% | 13%  | 36%                   | 32%        | 24%        | 18%             |
| 18%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| acd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ae                                                | ae        | ae        |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| More than £208 but less                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| than £420 (between £2.5k                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | 105       | -         | -         | 3      | 102  | 23    | 82    | 10  | 1    | 1                     | 2          | 6          | 95              |
| 105                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and £5k per annum)                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | 100%      | -%        | -%        | 5%     | 7%   | 5%    | 7%    | 15% | 14%  | 11%                   | 23%        | 14%        | 6%              |
| 7%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| More than £420 but less                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| than £835  (between £5k                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 40                                                | -         | -         | -         | 4      | 35   | 7     | 33    | 8   | 2    | 1                     | 2          | 4          | 32              |
| 40                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| and 10k per annum)                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 42%                                               | -%        | -%        | -%        | 8%     | 2%   | 1%    | 3%    | 12% | 18%  | 17%                   | 16%        | 10%        | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| More than £835 but less                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| than £2,500 (between                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 36                                                | -         | -         | -         | 1      | 35   | 15    | 21    | 5   | 1    | 1                     | 1          | 3          | 31              |
| 36                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £10k and £30k per annum)                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 38%                                               | -%        | -%        | -%        | 2%     | 2%   | 3%    | 2%    | 8%  | 8%   | 9%                    | 9%         | 8%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| More than £2,500 but                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| less than £17,000                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| (between £30k and £200k                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18                                                | -         | -         | -         | *      | 17   | 8     | 9     | 2   | *    | 1                     | *          | 1          | 16              |
| 18                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| per annum)                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 19%                                               | -%        | -%        | -%        | *%     | 1%   | 2%    | 1%    | 3%  | 2%   | 10%                   | 3%         | 2%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| More than £17,000 and                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| less than £42,000                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| (between £200k and £500k                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | -         | -         | -      | 1    | -     | 1     | 1   | *    | *                     | -          | -          | -               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| per annum)                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | -%        | -%        | -%     | *%   | -%    | *%    | 1%  | 4%   | 5%                    | -%         | -%         | -%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| More than £42,000 and                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| less than £500,000                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| (between £500k and £2m                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | -         | -         | *      | 1    | -     | 1     | *   | *    | -                     | -          | -          | 1               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| per annum)                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | -%        | -%        | *%     | *%   | -%    | *%    | *%  | 2%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £2m per annum or more                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | 105       | 291       | 1113      | 54     | 1455 | 434   | 1075  | 48  | 6    | 4                     | 7          | 31         | 1461            |
| 1509                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Under 5k pa                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | 100%      | 100%      | 100%      | 90%    | 94%  | 94%   | 94%   | 75% | 67%  | 60%                   | 72%        | 80%        | 95%             |
| 94%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d         | d         |        |      |       |       |     |      |                       |            |            |                 |
| de                                                | bcdef     |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv1. On Average, How Much Money Does Your Organisation Spend Per Month On Sending Mail Items? Please Think About All The Letters, Packets And Parcels You May Send As An Organisation. Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total Below £83 (less than £1k
82
91
34
139
1
1
6
18
1087
-
2
8
63
145
246
648
1113
per annum)
38%
51%
28%
51%
2%
3%
14%
24%
77%
-%
6%
10%
29%
61%
79%
90%
69%
b
b
d
de
bcde
ef
def
cdef
bcdef
More than £83 but less than £208 (between £1k
62
48
44
65
5
4
7
33
242
-
4
33
99
62
47
45
291
and £2.5k per annum)
29%
27%
36%
24%
18%
8%
17%
44%
17%
-%
14%
43%
46%
26%
15%
6%
18%
a
acde
a
abcf
abcf
abf
a
More than £208 but less than £420 (between £2.5k
34
19
17
36
5
12
15
11
61
-
9
20
35
17
7
17
105
and £5k per annum)
15%
11%
14%
13%
16%
29%
35%
15%
4%
-%
31%
26%
16%
7%
2%
2%
7%
a
a
abe
a
abcd
abcd
abc
ab
More than £420 but less than £835  (between £5k
18
8
12
15
2
13
10
4
11
2
4
8
10
6
4
7
40
and 10k per annum)
9%
4%
9%
5%
8%
29%
23%
6%
1%
18%
13%
10%
5%
2%
1%
1%
2%
a
abe
ab
a
abcd
abc
ab
More than £835 but less than £2,500 (between
13
7
10
10
7
13
3
4
9
2
8
6
6
7
6
1
36
£10k and £30k per annum)
6%
4%
8%
4%
23%
30%
7%
6%
1%
20%
28%
7%
3%
3%
2%
*%
2%
abc
abc
a
a
abcde
ab
a
a
a
More than £2,500 but less than £17,000 (between £30k and £200k
7
6
6
7
8
*
2
4
3
5
1
3
4
2
-
2
18
per annum)
3%
3%
5%
3%
28%
1%
5%
5%
*%
56%
4%
4%
2%
1%
-%
*%
1%
abcd
a
a
ab
ab
ab
More than £17,000 and less than £42,000 (between £200k and £500k
1
*
*
*
*
-
*
-
*
*
-
-
-
-
*
-
1
per annum)
*%
*%
*%
*%
1%
-%
1%
-%
*%
4%
-%
-%
-%
-%
*%
-%
*%
a
a
More than £42,000 and less than £500,000 (between £500k and £2m
-
1
-
1
1
-
-
-
-
*
1
-
-
-
-
-
1
per annum)
-%
1%
-%
*%
5%
-%
-%
-%
-%
1%
5%
-%
-%
-%
-%
-%
*%
ab
abcde
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
£2m per annum or more
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
178
157
95
240
11
17
28
63
1390
-
15
62
197
224
301
710
1509
Under 5k pa
82%
88%
78%
88%
36%
40%
65%
84%
98%
-%
51%
79%
90%
94%
97%
99%
94%
b
de
cde
bcde
f
ef
ef
def
bcdef
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv1. On Average, How Much Money Does Your Organisation Spend Per Month On Sending Mail Items? Please Think About All The Letters, Packets And Parcels You May Send As An Organisation. Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total Below £83 (less than £1k
697
806
99
1013
354
836
176
369
1026
526
1006
252
166
685
1113
per annum)
65%
68%
42%
68%
53%
66%
46%
51%
68%
58%
68%
51%
59%
84%
69%
ac
c
bde
bde
de
bde
c
bc
More than £83 but less than £208 (between £1k
214
230
59
276
165
260
111
183
282
225
280
126
79
83
291
and £2.5k per annum)
20%
19%
25%
19%
25%
20%
29%
25%
19%
25%
19%
25%
28%
10%
18%
b
b
acf
acf
acf
a
a
More than £208 but less than £420 (between £2.5k
86
88
33
103
79
94
50
92
104
76
102
57
22
26
105
and £5k per annum)
8%
7%
14%
7%
12%
7%
13%
13%
7%
8%
7%
11%
8%
3%
7%
b
b
abcf
abcf
a
a
More than £420 but less than £835  (between £5k
34
32
22
38
27
31
16
36
37
35
36
19
9
12
40
and 10k per annum)
3%
3%
10%
3%
4%
2%
4%
5%
2%
4%
2%
4%
3%
1%
2%
ab
a
acf
a
a
More than £835 but less than £2,500 (between
27
25
14
33
31
32
12
31
35
26
35
28
4
4
36
£10k and £30k per annum)
3%
2%
6%
2%
5%
3%
3%
4%
2%
3%
2%
6%
1%
*%
2%
b
b
acf
ab
More than £2,500 but less than £17,000 (between £30k and £200k
15
12
5
16
12
14
12
16
16
14
16
14
2
2
18
per annum)
1%
1%
2%
1%
2%
1%
3%
2%
1%
2%
1%
3%
1%
*%
1%
abcf
ac
ab
More than £17,000 and less than £42,000 (between £200k and £500k
1
1
*
1
1
*
*
1
1
1
1
1
-
-
1
per annum)
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
More than £42,000 and less than £500,000 (between £500k and £2m
1
1
1
1
1
1
1
1
1
1
1
1
-
-
1
per annum)
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
£2m per annum or more
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
997
1123
191
1392
597
1189
338
645
1413
827
1389
435
267
794
1509
Under 5k pa
93%
94%
82%
94%
89%
94%
89%
88%
94%
92%
94%
87%
95%
98%
94%
ac
c
bde
bde
d
bde
c
bc
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv1. On Average, How Much Money Does Your Organisation Spend Per Month On Sending Mail Items? Please Think About All The Letters, Packets And Parcels You May Send As An Organisation. Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
Below £83 (less than £1k
877
180
54
194
1082
579
2
1101
779
1079
898
1072
900
25
177
1113
per annum)
72%
75%
37%
54%
69%
65%
100%
69%
65%
69%
67%
69%
70%
69%
68%
69%
a
a
ac
c
d
d
d
More than £83 but less than £208 (between £1k
212
39
38
87
287
186
-
291
253
289
261
289
238
1
42
291
and £2.5k per annum)
17%
16%
26%
24%
18%
21%
-%
18%
21%
18%
19%
19%
19%
2%
16%
18%
bc
b
b
b
More than £208 but less than £420 (between £2.5k
69
11
25
43
105
72
-
105
84
105
101
105
79
7
18
105
and £5k per annum)
6%
5%
17%
12%
7%
8%
-%
7%
7%
7%
7%
7%
6%
20%
7%
7%
bc
ab
ac
More than £420 but less than £835  (between £5k
24
4
12
12
40
25
-
40
38
37
36
37
28
2
10
40
and 10k per annum)
2%
2%
8%
3%
3%
3%
-%
2%
3%
2%
3%
2%
2%
5%
4%
2%
bc
More than £835 but less than £2,500 (between
24
1
11
13
36
24
-
36
31
36
33
36
26
-
9
36
£10k and £30k per annum)
2%
*%
7%
4%
2%
3%
-%
2%
3%
2%
2%
2%
2%
-%
4%
2%
bc
More than £2,500 but less than £17,000 (between £30k and £200k
9
3
5
6
16
9
-
18
14
18
15
18
14
-
4
18
per annum)
1%
1%
4%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
c
More than £17,000 and less than £42,000 (between £200k and £500k
1
*
-
1
1
*
-
1
1
1
1
1
1
-
*
1
per annum)
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
More than £42,000 and less than £500,000 (between £500k and £2m
-
*
1
1
1
1
-
1
1
1
1
1
*
1
1
1
per annum)
-%
*%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
4%
*%
*%
c
c
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
£2m per annum or more
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1158
231
116
324
1474
837
2
1497
1116
1474
1260
1467
1218
33
236
1509
Under 5k pa
95%
96%
80%
91%
94%
93%
100%
94%
93%
94%
94%
94%
95%
91%
91%
94%
a
a
c
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv1. On Average, How Much Money Does Your Organisation Spend Per Month On Sending Mail Items? Please Think About All The Letters, Packets And Parcels You May Send As An Organisation. Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total Below £83 (less than £1k
-
174
850
242
79
737
98
1015
365
748
976
39
90
1113
per annum)
-%
46%
72%
61%
64%
71%
92%
68%
72%
68%
76%
38%
44%
69%
a
a
ab
More than £83 but less than £208 (between £1k
6
103
205
75
24
182
8
283
81
210
208
24
55
291
and £2.5k per annum)
71%
27%
17%
19%
20%
18%
8%
19%
16%
19%
16%
23%
27%
18%
b
c
More than £208 but less than £420 (between £2.5k
2
47
70
32
11
60
*
105
27
78
56
16
32
105
and £5k per annum)
24%
13%
6%
8%
9%
6%
*%
7%
5%
7%
4%
16%
16%
7%
b
c
c
More than £420 but less than £835  (between £5k
-
24
21
19
2
23
-
40
17
23
21
5
13
40
and 10k per annum)
-%
6%
2%
5%
2%
2%
-%
3%
3%
2%
2%
5%
6%
2%
b
c
c
More than £835 but less than £2,500 (between
*
15
18
17
5
21
-
36
13
23
15
14
7
36
£10k and £30k per annum)
3%
4%
2%
4%
4%
2%
-%
2%
2%
2%
1%
13%
3%
2%
b
ac
c
More than £2,500 but less than £17,000 (between £30k and £200k
*
13
10
8
-
14
-
18
6
11
4
5
8
18
per annum)
2%
3%
1%
2%
-%
1%
-%
1%
1%
1%
*%
5%
4%
1%
c
c
More than £17,000 and less than £42,000 (between £200k and £500k
-
1
*
*
*
*
-
1
1
*
*
*
-
1
per annum)
-%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
*%
More than £42,000 and less than £500,000 (between £500k and £2m
-
-
-
1
*
1
-
1
-
1
*
-
1
1
per annum)
-%
-%
-%
*%
*%
*%
-%
*%
-%
*%
*%
-%
1%
*%
b
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
£2m per annum or more
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
8
324
1125
349
115
978
107
1402
473
1036
1241
79
177
1509
Under 5k pa
95%
86%
96%
88%
93%
94%
100%
94%
93%
95%
97%
76%
86%
94%
a
a
ab
b
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV1. On average, how much money does your organisation spend per month on sending mail items? Please think about all the letters, packets and parcels you may send as an organisation.
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total Below £83 (less than £1k
288
301
258
266
1113
per annum)
72%
74%
64%
68%
69%
b
b
More than £83 but less
than £208 (between £1k
71
61
87
72
291
and £2.5k per annum)
18%
15%
22%
18%
18%
c
More than £208 but less than £420 (between £2.5k
13
26
34
31
105
and £5k per annum)
3%
6%
9%
8%
7%
d
d
More than £420 but less than £835  (between £5k
17
7
11
4
40
and 10k per annum)
4%
2%
3%
1%
2%
ac
More than £835 but less than £2,500 (between
5
10
11
11
36
£10k and £30k per annum)
1%
2%
3%
3%
2%
More than £2,500 but less than £17,000 (between £30k and £200k
4
5
1
7
18
per annum)
1%
1%
*%
2%
1%
b
More than £17,000 and less than £42,000 (between £200k and £500k
-
-
*
*
1
per annum)
-%
-%
*%
*%
*%
More than £42,000 and less than £500,000 (between £500k and £2m
*
-
1
-
1
per annum)
*%
-%
*%
-%
*%
-
-
-
-
-
£2m per annum or more
-%
-%
-%
-%
-%
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
372
388
379
369
1509
Under 5k pa
93%
95%
94%
94%
94%
Columns Tested: a,b,c,d
QV2a. On average, how many letter items does your organisation send per month? Please think ONLY about all the letters and large letters you may send as an organisation.
Base: All respondents

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
614
23
40
42
32
104
79
112
49
52
61
77
47
719
0 - 24
44%
37%
54%
49%
36%
50%
42%
40%
42%
45%
55%
44%
49%
45%
fgilm
il
il
fil
271
12
14
16
20
33
35
52
22
22
24
43
20
312
25 - 49
20%
18%
18%
18%
22%
16%
19%
19%
19%
19%
21%
24%
21%
19%
213
9
9
8
19
28
29
53
19
22
13
20
11
239
50 - 99
15%
14%
12%
9%
21%
14%
15%
19%
16%
19%
11%
12%
12%
15%
j
jk
jk
j
185
11
8
14
10
29
33
43
18
13
10
20
9
218
100 - 249
13%
17%
10%
16%
12%
14%
17%
16%
15%
11%
9%
11%
10%
14%
k
67
4
3
4
8
12
6
12
3
5
2
13
6
78
250 - 499
5%
6%
4%
5%
9%
6%
3%
4%
3%
4%
2%
7%
6%
5%
21
4
2
3
1
2
4
5
4
2
-
3
*
29
500 - 4,999
1%
6%
2%
3%
1%
1%
2%
2%
3%
2%
-%
2%
*%
2%
acfhikm
9
-
*
*
-
-
2
2
1
*
2
-
2
9
5,000 - 49,999
1%
-%
*%
*%
-%
-%
1%
1%
1%
*%
2%
-%
2%
1%
*
-
-
-
-
-
-
-
-
-
*
*
-
*
50,000 - 499,999
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
*%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m +
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
884
35
54
58
51
137
115
164
71
74
85
120
67
1031
0-49
64%
55%
72%
67%
58%
66%
61%
59%
62%
64%
76%
68%
70%
64%
l
fgilm
l
efgilm
l
l
495
28
21
29
37
71
74
114
45
42
27
56
28
573
50+
36%
45%
28%
33%
42%
34%
39%
41%
38%
36%
24%
32%
30%
QV2a. On average, how many letter items does your organisation send per month? Please think ONLY about all the letters and large letters you may send as an organisation.
Base: All respondents
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9                                                 | 17        | 45        | 648       | 27     | 692  | 212   | 507   | 8   | 1    | *                     | *          | 6          | 711             |
| 719                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 0 - 24                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10%                                               | 16%       | 15%       | 58%       | 45%    | 45%  | 46%   | 44%   | 13% | 16%  | 3%                    | 2%         | 16%        | 46%             |
| 45%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                | cd        | bcdef     |           |        |      |       |       |     |      |                       |            |            |                 |
| 11                                                | 7         | 47        | 246       | 12     | 300  | 90    | 222   | 13  | 2    | *                     | 2          | 8          | 299             |
| 312                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25 - 49                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11%                                               | 7%        | 16%       | 22%       | 20%    | 19%  | 19%   | 19%   | 20% | 30%  | 2%                    | 19%        | 21%        | 19%             |
| 19%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d         | d         | d      |      |       |       |     |      |                       |            |            |                 |
| 15                                                | 17        | 62        | 145       | 6      | 233  | 73    | 166   | 8   | 1    | 1                     | 1          | 4          | 231             |
| 239                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 50 - 99                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16%                                               | 16%       | 21%       | 13%       | 10%    | 15%  | 16%   | 15%   | 12% | 13%  | 16%                   | 12%        | 11%        | 15%             |
| 15%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21                                                | 35        | 99        | 63        | 9      | 209  | 57    | 161   | 13  | 1    | 1                     | 2          | 8          | 204             |
| 218                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 100 - 249                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 22%                                               | 33%       | 34%       | 6%        | 15%    | 14%  | 12%   | 14%   | 21% | 17%  | 16%                   | 25%        | 21%        | 13%             |
| 14%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                | ad        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 16                                                | 20        | 33        | 8         | 3      | 75   | 22    | 57    | 12  | *    | 1                     | 3          | 8          | 67              |
| 78                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 250 - 499                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 17%                                               | 19%       | 11%       | 1%        | 6%     | 5%   | 5%    | 5%    | 18% | 6%   | 15%                   | 27%        | 19%        | 4%              |
| 5%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ae                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ae                                                | ae        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14                                                | 9         | 4         | 2         | 2      | 27   | 5     | 23    | 10  | 1    | 3                     | 1          | 5          | 19              |
| 29                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 500 - 4,999                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 15%                                               | 8%        | 1%        | *%        | 3%     | 2%   | 1%    | 2%    | 15% | 14%  | 41%                   | 11%        | 12%        | 1%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| abcef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9                                                 | -         | -         | -         | *      | 9    | 4     | 6     | 1   | *    | *                     | *          | -          | 8               |
| 9                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5,000 - 49,999                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10%                                               | -%        | -%        | -%        | *%     | 1%   | 1%    | *%    | 1%  | 3%   | 3%                    | 3%         | -%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               | ab        | ab        | ab        |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | -         | *      | *    | -     | *     | *   | *    | *                     | -          | -          | -               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 50,000 - 499,999                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%        | -%        | *%     | *%   | -%    | *%    | 1%  | 2%   | 5%                    | -%         | -%         | -%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | abf       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 500,000 - 4,999,999                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5m +                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 20                                                | 25        | 92        | 894       | 39     | 992  | 302   | 728   | 21  | 4    | *                     | 2          | 14         | 1010            |
| 1031                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 0-49                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21%                                               | 24%       | 32%       | 80%       | 65%    | 64%  | 65%   | 64%   | 32% | 45%  | 5%                    | 22%        | 37%        | 66%             |
| 64%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcdef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 76                                                | 80        | 199       | 219       | 21     | 553  | 161   | 412   | 44  | 5    | 7                     | 8          | 25         | 530             |
| 573                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 50+                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 79%                                               | 76%       | 68%       | 20%       | 35%    | 36%  | 35%   | 36%   | 68% | 55%  | 95%                   | 78%        | 63%        | 34%             |
| 36%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| abcef                                             | abe       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv2A. On Average, How Many Letter Items Does Your Organisation Send Per Month? Please Think Only About All The Letters And Large Letters You May Send As An Organisation. Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
82
45
50
77
3
3
10
12
691
-
-
-
-
-
-
719
719
0 - 24
38%
25%
41%
28%
9%
8%
23%
16%
49%
-%
-%
-%
-%
-%
-%
100%
45%
a
a
d
bcde
bcdef
46
36
27
56
3
6
4
17
282
-
-
-
-
-
312
-
312
25 - 49
21%
20%
22%
21%
9%
14%
9%
23%
20%
-%
-%
-%
-%
-%
100%
-%
19%
c
acdef
31
33
12
53
1
9
9
12
208
-
-
-
-
239
-
-
239
50 - 99
14%
19%
10%
19%
3%
22%
21%
15%
15%
-%
-%
-%
-%
100%
-%
-%
15%
b
e
e
e
e
abdef
28
34
17
45
9
15
9
19
165
-
-
-
218
-
-
-
218
100 - 249
13%
19%
14%
16%
29%
36%
21%
26%
12%
-%
-%
-%
100%
-%
-%
-%
14%
a
a
a
a
abcef
23
21
14
30
10
5
7
11
46
-
-
78
-
-
-
-
78
250 - 499
11%
12%
11%
11%
32%
12%
16%
15%
3%
-%
-%
100%
-%
-%
-%
-%
5%
abd
a
a
a
abcdf
5
6
3
9
3
4
2
2
19
-
29
-
-
-
-
-
29
500 - 4,999
2%
4%
2%
3%
10%
8%
4%
2%
1%
-%
100%
-%
-%
-%
-%
-%
2%
a
a
abcde
*
3
*
4
2
*
2
2
3
9
-
-
-
-
-
-
9
5,000 - 49,999
*%
2%
*%
1%
7%
1%
4%
2%
*%
95%
-%
-%
-%
-%
-%
-%
1%
a
a
a
*
-
*
-
*
-
*
-
-
*
-
-
-
-
-
-
*
50,000 - 499,999
*%
-%
*%
-%
*%
-%
1%
-%
-%
5%
-%
-%
-%
-%
-%
-%
*%
a
a
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m +
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
128
82
77
133
6
10
14
29
973
-
-
-
-
-
312
719
1031
0-49
59%
46%
63%
49%
19%
22%
32%
39%
69%
-%
-%
-%
-%
-%
100%
100%
64%
a
a
de
bcde
cdef
cdef
89
98
46
140
24
33
29
46
441
10
29
78
218
239
-
-
573
50+
41%
54%
37%
51%
81%
78%
68%
61%
31%
100%
100%
100%
100%
100%
-%
-%
36%
b
b
ab
ab
a
a
ab
ab
ab
ab
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QV2a. On average, how many letter items does your organisation send per month? Please think ONLY about all the letters and large letters you may send as an organisation.
Base: All respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
381
508
73
622
257
475
71
242
632
278
614
140
76
494
719
0 - 24
35%
43%
31%
42%
38%
37%
19%
33%
42%
31%
42%
28%
27%
61%
45%
b
c
c
bde
e
bdef
e
bdef
bc
231
244
41
302
136
271
69
153
307
200
306
84
74
152
312
25 - 49
21%
20%
17%
20%
20%
21%
18%
21%
20%
22%
21%
17%
26%
19%
19%
ac
191
182
44
235
107
219
86
125
236
163
232
103
50
83
239
50 - 99
18%
15%
19%
16%
16%
17%
23%
17%
16%
18%
16%
21%
18%
10%
15%
abcdf
a
a
173
169
46
209
111
198
91
132
213
166
212
113
45
60
218
100 - 249
16%
14%
20%
14%
17%
16%
24%
18%
14%
18%
14%
23%
16%
7%
14%
b
abcdf
ac
ac
ab
a
67
62
18
76
35
71
43
53
78
64
76
31
30
17
78
250 - 499
6%
5%
8%
5%
5%
6%
11%
7%
5%
7%
5%
6%
11%
2%
5%
abcdf
ac
a
ac
25
23
9
27
16
27
17
17
29
26
28
17
7
5
29
500 - 4,999
2%
2%
4%
2%
2%
2%
4%
2%
2%
3%
2%
3%
2%
1%
2%
b
acdf
a
a
7
4
3
7
4
7
4
7
9
7
9
9
*
-
9
5,000 - 49,999
1%
*%
1%
1%
1%
1%
1%
1%
1%
1%
1%
2%
*%
-%
1%
ab
*
*
*
*
*
*
*
*
*
*
*
*
-
-
*
50,000 - 499,999
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m +
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
612
753
114
924
394
746
140
395
939
477
921
224
151
646
1031
0-49
57%
63%
49%
62%
59%
59%
37%
54%
62%
53%
62%
45%
53%
80%
64%
b
c
c
bde
e
bde
e
bde
c
bc
464
441
120
556
275
522
240
335
565
427
557
274
131
165
573
50+
43%
37%
51%
38%
41%
41%
63%
46%
38%
47%
38%
55%
47%
20%
36%
a
ab
abcdf
acf
acf
ab
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv2A. On Average, How Many Letter Items Does Your Organisation Send Per Month? Please Think Only About All The Letters And Large Letters You May Send As An Organisation. Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
589
79
49
125
691
343
2
709
478
685
549
680
603
15
88
719
0 - 24
48%
33%
34%
35%
44%
38%
100%
45%
40%
44%
41%
44%
47%
42%
34%
45%
ab
ac
bd
d
d
a
208
76
27
72
311
204
-
312
246
312
270
312
239
5
63
312
25 - 49
17%
32%
18%
20%
20%
23%
-%
20%
20%
20%
20%
20%
19%
14%
24%
19%
ac
c
186
32
21
61
237
146
-
239
198
238
213
236
185
6
46
239
50 - 99
15%
13%
14%
17%
15%
16%
-%
15%
16%
15%
16%
15%
14%
16%
18%
15%
162
40
16
64
215
131
-
216
178
216
207
216
171
6
40
218
100 - 249
13%
17%
11%
18%
14%
15%
-%
14%
15%
14%
15%
14%
13%
16%
15%
14%
b
49
8
21
19
78
45
-
78
69
78
71
78
63
2
14
78
250 - 499
4%
3%
14%
5%
5%
5%
-%
5%
6%
5%
5%
5%
5%
6%
5%
5%
bc
16
4
8
13
28
20
-
29
24
29
28
29
18
2
9
29
500 - 4,999
1%
2%
6%
4%
2%
2%
-%
2%
2%
2%
2%
2%
1%
6%
4%
2%
bc
b
c
5
*
4
2
7
6
-
9
8
9
8
9
7
-
2
9
5,000 - 49,999
*%
*%
3%
1%
*%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
bc
*
*
-
*
*
*
-
*
*
*
*
*
*
-
-
*
50,000 - 499,999
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m +
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
797
155
76
197
1002
547
2
1021
724
997
819
992
842
20
150
1031
0-49
66%
65%
52%
55%
64%
61%
100%
64%
60%
64%
61%
64%
65%
56%
58%
64%
a
a
c
c
d
a
418
85
70
161
566
349
-
571
477
570
527
568
444
16
110
573
50+
34%
35%
48%
45%
36%
39%
-%
36%
40%
36%
39%
36%
35%
44%
42%
36%
bc
ab
e
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QV2a. On average, how many letter items does your organisation send per month? Please think ONLY about all the letters and large letters you may send as an organisation.
Base: All respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
*
130
560
141
51
472
79
640
259
460
605
34
75
719
0 - 24
6%
35%
48%
36%
41%
46%
74%
43%
51%
42%
47%
33%
37%
45%
a
a
a
ab
3
78
218
87
25
189
15
297
86
226
262
21
28
312
25 - 49
40%
21%
19%
22%
20%
18%
14%
20%
17%
21%
20%
20%
14%
19%
a
*
64
178
56
21
165
7
232
74
165
185
13
36
239
50 - 99
6%
17%
15%
14%
17%
16%
7%
15%
15%
15%
14%
12%
18%
15%
b
-
56
147
67
17
131
5
212
57
161
158
17
41
218
100 - 249
-%
15%
12%
17%
14%
13%
5%
14%
11%
15%
12%
16%
20%
14%
b
b
c
2
35
49
29
6
53
*
78
20
58
46
13
19
78
250 - 499
29%
9%
4%
7%
5%
5%
*%
5%
4%
5%
4%
12%
9%
5%
b
b
c
c
1
9
16
12
3
18
*
28
5
24
20
4
4
29
500 - 4,999
16%
2%
1%
3%
2%
2%
*%
2%
1%
2%
2%
4%
2%
2%
b
*
4
7
2
-
9
-
9
9
*
5
2
2
9
5,000 - 49,999
2%
1%
1%
1%
-%
1%
-%
1%
2%
*%
*%
2%
1%
1%
a
-
*
-
*
*
-
-
*
*
*
*
*
-
*
50,000 - 499,999
-%
*%
-%
*%
*%
-%
-%
*%
*%
*%
*%
*%
-%
*%
a
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m +
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
208
778
228
75
662
94
937
344
686
867
55
103
1031
0-49
46%
55%
66%
58%
61%
64%
88%
63%
68%
63%
68%
53%
50%
64%
a
a
ab
4
168
397
167
47
376
13
560
165
409
414
49
103
573
50+
54%
45%
34%
42%
39%
36%
12%
37%
32%
37%
32%
47%
50%
36%
b
b
c
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV2a. On average, how many letter items does your organisation send per month? Please think ONLY about all the letters and large letters you may send as an organisation.
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
231
206
137
146
719
0 - 24
58%
50%
34%
37%
45%
abc
ab
57
64
104
86
312
25 - 49
14%
16%
26%
22%
19%
cd
cd
47
61
59
72
239
50 - 99
12%
15%
15%
18%
15%
d
39
62
67
50
218
100 - 249
10%
15%
17%
13%
14%
d
d
22
13
24
19
78
250 - 499
5%
3%
6%
5%
5%
3
5
10
11
29
500 - 4,999
1%
1%
3%
3%
2%
d
d
*
-
2
7
9
5,000 - 49,999
*%
-%
*%
2%
1%
cd
*
-
-
*
*
50,000 - 499,999
*%
-%
-%
*%
*%
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-
-
-
-
-
5m +
-%
-%
-%
-%
-%
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
288
270
241
232
1031
0-49
72%
66%
60%
59%
64%
ab
a
111
140
162
160
573
50+
28%
34%
40%
41%
36%
d
cd
Columns Tested: a,b,c,d

## Qv2B. And On Average, How Many Parcels And Packets Does Your Organisation Send Per Month? Again Please Think Only About The Packets And Parcels You May Send As An Organisation. Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1212
56
68
78
76
177
161
240
107
106
102
159
85
1413
0 - 24
88%
88%
91%
90%
86%
85%
85%
86%
92%
91%
91%
90%
90%
88%
65
2
3
5
5
14
16
10
*
4
4
7
4
75
25 - 49
5%
3%
3%
6%
6%
7%
9%
4%
*%
4%
4%
4%
4%
5%
e
e
e
e
ekl
e
e
38
3
1
2
6
5
6
9
5
1
2
1
4
43
50 - 99
3%
5%
1%
2%
7%
2%
3%
3%
4%
*%
2%
1%
4%
3%
dk
bdk
dk
38
1
2
1
*
6
4
13
1
4
4
5
2
43
100 - 249
3%
2%
3%
1%
*%
3%
2%
5%
*%
4%
3%
3%
2%
3%
e
16
1
1
1
-
7
*
2
1
*
-
5
-
18
250 - 499
1%
1%
1%
1%
-%
3%
*%
1%
1%
*%
-%
3%
-%
1%
9
1
*
*
1
*
2
2
2
1
*
-
-
10
500 - 4,999
1%
1%
1%
*%
1%
*%
1%
1%
1%
1%
*%
-%
-%
1%
2
-
-
-
-
-
-
2
-
-
-
-
-
2
5,000 - 49,999
*%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
50,000 - 499,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m+
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
168
7
6
9
12
32
28
38
9
11
10
17
10
191
25+
12%
12%
9%
10%
14%
15%
15%
14%
8%
9%
9%
10%
10%
12%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV2b. And on average, how many parcels and packets does your organisation send per month? Again please think ONLY about the packets and parcels you may send as an organisation.
Base: All respondents
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 23                                                | 61        | 242       | 1087      | 49     | 1365 | 411   | 1003  | 45  | 5    | 4                     | 6          | 30         | 1368            |
| 1413                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 0 - 24                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 24%                                               | 58%       | 83%       | 98%       | 82%    | 88%  | 89%   | 88%   | 70% | 65%  | 54%                   | 65%        | 76%        | 89%             |
| 88%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                | bcd       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | d         | d         |           |        |      |       |       |     |      |                       |            |            |                 |
| bcdef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12                                                | 11        | 33        | 18        | 6      | 69   | 17    | 58    | 8   | 1    | 1                     | 1          | 4          | 67              |
| 75                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25 - 49                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13%                                               | 11%       | 11%       | 2%        | 10%    | 4%   | 4%    | 5%    | 12% | 16%  | 10%                   | 13%        | 11%        | 4%              |
| 5%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     | a     |     |      |                       |            |            |                 |
| 15                                                | 15        | 7         | 6         | 3      | 41   | 6     | 37    | 4   | 1    | 1                     | 1          | 2          | 39              |
| 43                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 50 - 99                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16%                                               | 14%       | 2%        | 1%        | 4%     | 3%   | 1%    | 3%    | 6%  | 8%   | 14%                   | 9%         | 4%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26                                                | 12        | 4         | 1         | 1      | 42   | 16    | 27    | 4   | *    | 1                     | *          | 2          | 39              |
| 43                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 100 - 249                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 27%                                               | 12%       | 1%        | *%        | 2%     | 3%   | 3%    | 2%    | 6%  | 1%   | 13%                   | 5%         | 5%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ae                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8                                                 | 4         | 5         | 1         | 1      | 17   | 7     | 11    | 2   | 1    | *                     | *          | 1          | 16              |
| 18                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 250 - 499                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8%                                                | 4%        | 2%        | *%        | 2%     | 1%   | 1%    | 1%    | 3%  | 8%   | 2%                    | 1%         | 3%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| 10                                                | *         | *         | -         | *      | 10   | 5     | 5     | 2   | *    | *                     | 1          | *          | 8               |
| 10                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 500 - 4,999                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10%                                               | *%        | *%        | -%        | *%     | 1%   | 1%    | *%    | 3%  | 2%   | 6%                    | 7%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | -         | -         | -      | 2    | 2     | -     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5,000 - 49,999                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | -%        | -%        | -%     | *%   | *%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 50,000 - 499,999                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 500,000 - 4,999,999                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5m+                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 72                                                | 44        | 49        | 26        | 11     | 180  | 53    | 138   | 19  | 3    | 3                     | 3          | 10         | 172             |
| 191                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25+                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 76%                                               | 42%       | 17%       | 2%        | 18%    | 12%  | 11%   | 12%   | 30% | 35%  | 46%                   | 35%        | 24%        | 11%             |
| 12%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv2B. And On Average, How Many Parcels And Packets Does Your Organisation Send Per Month? Again Please Think Only About The Packets And Parcels You May Send As An Organisation. Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
135
139
70
204
-
-
-
-
1413
3
19
46
165
208
282
691
1413
0 - 24
62%
78%
57%
75%
-%
-%
-%
-%
100%
34%
66%
58%
76%
87%
90%
96%
88%
b
b
bcde
e
def
def
bcdef
23
13
16
21
-
-
-
75
-
2
2
11
19
12
17
12
75
25 - 49
11%
7%
13%
8%
-%
-%
-%
100%
-%
18%
6%
14%
9%
5%
5%
2%
5%
acde
a
abc
a
a
a
23
8
14
17
-
-
43
-
-
2
2
7
9
9
4
10
43
50 - 99
10%
4%
11%
6%
-%
-%
100%
-%
-%
23%
6%
9%
4%
4%
1%
1%
3%
a
abde
ab
ab
ab
a
20
12
12
20
-
43
-
-
-
*
4
5
15
9
6
3
43
100 - 249
9%
6%
9%
7%
-%
100%
-%
-%
-%
2%
12%
6%
7%
4%
2%
*%
3%
abce
abc
ab
ab
a
a
10
4
7
6
18
-
-
-
-
-
1
6
5
*
3
3
18
250 - 499
4%
2%
6%
2%
60%
-%
-%
-%
-%
-%
4%
8%
2%
*%
1%
*%
1%
abcd
ac
abcd
ac
6
4
4
5
10
-
-
-
-
*
2
4
4
*
-
-
10
500 - 4,999
3%
2%
3%
2%
34%
-%
-%
-%
-%
3%
7%
5%
2%
*%
-%
-%
1%
abcd
abcd
abc
ab
-
-
-
-
2
-
-
-
-
2
-
-
-
-
-
-
2
5,000 - 49,999
-%
-%
-%
-%
6%
-%
-%
-%
-%
18%
-%
-%
-%
-%
-%
-%
*%
ab
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
50,000 - 499,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m+
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
81
40
52
69
30
43
43
75
-
6
10
33
53
31
30
28
191
25+
38%
22%
43%
25%
100%
100%
100%
100%
-%
66%
34%
42%
24%
13%
10%
4%
12%
a
a
a
a
a
a
abc
abcd
abc
a
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QV2b. And on average, how many parcels and packets does your organisation send per month? Again please think ONLY about the packets and parcels you may send as an organisation.
Base: All respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
926
1062
158
1304
523
1109
296
552
1324
762
1303
388
246
767
1413
0 - 24
86%
89%
68%
88%
78%
87%
78%
76%
88%
84%
88%
78%
87%
95%
88%
b
ac
c
bde
bde
de
bde
c
bc
55
47
23
66
55
67
28
68
70
56
70
39
20
16
75
25 - 49
5%
4%
10%
4%
8%
5%
7%
9%
5%
6%
5%
8%
7%
2%
5%
b
b
ac
abcf
a
a
31
30
20
38
32
31
19
43
40
31
38
23
7
12
43
50 - 99
3%
3%
8%
3%
5%
2%
5%
6%
3%
3%
3%
5%
2%
1%
3%
ab
b
acf
abcf
a
38
35
18
43
34
39
21
41
43
33
41
25
7
12
43
100 - 249
4%
3%
8%
3%
5%
3%
6%
6%
3%
4%
3%
5%
2%
1%
3%
b
b
acf
abcf
a
14
8
9
17
14
13
7
15
16
11
15
13
2
3
18
250 - 499
1%
1%
4%
1%
2%
1%
2%
2%
1%
1%
1%
3%
1%
*%
1%
b
a
10
10
5
10
10
8
8
10
10
10
10
8
*
2
10
500 - 4,999
1%
1%
2%
1%
1%
1%
2%
1%
1%
1%
1%
2%
*%
*%
1%
b
acf
a
2
2
2
2
2
2
-
2
2
2
2
2
-
-
2
5,000 - 49,999
*%
*%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
b
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
50,000 - 499,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m+
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
150
131
76
176
146
159
84
178
180
143
175
109
36
45
191
25+
14%
11%
32%
12%
22%
13%
22%
24%
12%
16%
12%
22%
13%
5%
12%
a
ab
b
abcf
abcf
acf
ab
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv2B. And On Average, How Many Parcels And Packets Does Your Organisation Send Per Month? Again Please Think Only About The Packets And Parcels You May Send As An Organisation. Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
1096
225
90
284
1381
774
2
1402
1034
1380
1172
1373
1151
31
217
1413
0 - 24
90%
94%
62%
79%
88%
86%
100%
88%
86%
88%
87%
88%
89%
86%
83%
88%
a
a
c
c
a
52
7
15
22
75
50
-
75
66
74
69
74
55
2
17
75
25 - 49
4%
3%
10%
6%
5%
6%
-%
5%
5%
5%
5%
5%
4%
6%
7%
5%
bc
31
4
7
13
41
26
-
43
38
41
39
41
34
-
5
43
50 - 99
3%
2%
5%
4%
3%
3%
-%
3%
3%
3%
3%
3%
3%
-%
2%
3%
27
1
15
18
42
24
-
43
36
42
39
42
28
2
11
43
100 - 249
2%
*%
10%
5%
3%
3%
-%
3%
3%
3%
3%
3%
2%
5%
4%
3%
bc
ab
4
*
13
12
18
14
-
18
15
18
15
18
13
-
4
18
250 - 499
*%
*%
9%
3%
1%
2%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
bc
ab
4
2
5
5
10
6
-
10
10
10
10
10
5
1
5
10
500 - 4,999
*%
1%
3%
2%
1%
1%
-%
1%
1%
1%
1%
1%
*%
4%
2%
1%
bc
c
c
-
-
2
2
2
2
-
2
2
2
2
2
-
-
2
2
5,000 - 49,999
-%
-%
1%
1%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
1%
*%
c
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
50,000 - 499,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m+
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
119
14
56
74
187
122
-
191
167
187
174
187
136
5
44
191
25+
10%
6%
38%
21%
12%
14%
-%
12%
14%
12%
13%
12%
11%
14%
17%
12%
bc
ab
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QV2b. And on average, how many parcels and packets does your organisation send per month? Again please think ONLY about the packets and parcels you may send as an organisation.
Base: All respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
6
268
1070
316
107
925
104
1309
447
966
1193
64
145
1413
0 - 24
72%
71%
91%
80%
88%
89%
97%
87%
88%
88%
93%
61%
70%
88%
a
a
ab
*
32
46
28
8
50
3
72
27
48
44
15
16
75
25 - 49
6%
9%
4%
7%
7%
5%
3%
5%
5%
4%
3%
14%
8%
5%
b
c
c
1
28
25
14
2
21
-
43
13
30
15
4
23
43
50 - 99
16%
8%
2%
3%
2%
2%
-%
3%
3%
3%
1%
4%
11%
3%
bc
-
29
21
20
4
25
-
43
13
30
22
8
12
43
100 - 249
-%
8%
2%
5%
3%
2%
-%
3%
3%
3%
2%
8%
6%
3%
b
c
c
*
10
5
12
*
9
-
18
6
12
4
10
4
18
250 - 499
2%
3%
*%
3%
*%
1%
-%
1%
1%
1%
*%
9%
2%
1%
b
ac
c
*
8
5
5
*
6
-
10
1
9
1
3
6
10
500 - 4,999
4%
2%
*%
1%
*%
1%
-%
1%
*%
1%
*%
3%
3%
1%
b
c
c
-
-
2
-
-
2
-
2
2
-
2
-
-
2
5,000 - 49,999
-%
-%
*%
-%
-%
*%
-%
*%
*%
-%
*%
-%
-%
*%
a
-
-
-
-
-
-
-
-
-
-
-
-
-
-
50,000 - 499,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
5m+
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
108
104
79
15
113
3
188
62
129
88
40
61
191
25+
28%
29%
9%
20%
12%
11%
3%
13%
12%
12%
7%
39%
30%
12%
b
b
c
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV2b. And on average, how many parcels and packets does your organisation send per month? Again please think ONLY about the packets and parcels you may send as an organisation.
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
357
373
347
336
1413
0 - 24
90%
91%
86%
86%
88%
ab
18
12
20
26
75
25 - 49
4%
3%
5%
7%
5%
c
11
10
11
12
43
50 - 99
3%
2%
3%
3%
3%
9
11
12
10
43
100 - 249
2%
3%
3%
2%
3%
1
2
9
6
18
250 - 499
*%
*%
2%
1%
1%
cd
3
3
2
2
10
500 - 4,999
1%
1%
1%
1%
1%
-
-
2
-
2
5,000 - 49,999
-%
-%
*%
-%
*%
-
-
-
-
-
50,000 - 499,999
-%
-%
-%
-%
-%
-
-
-
-
-
500,000 - 4,999,999
-%
-%
-%
-%
-%
-
-
-
-
-
5m+
-%
-%
-%
-%
-%
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
42
37
56
56
191
25+
10%
9%
14%
14%
12%
c
c
Columns Tested: a,b,c,d

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1123
51
61
70
70
174
149
232
81
96
92
153
75
1305
Royal Mail
81%
80%
81%
81%
80%
83%
79%
84%
70%
82%
82%
87%
79%
81%
e
e
e
e
e
e
e
455
12
20
24
26
69
59
102
40
31
40
61
26
511
TNT
33%
19%
26%
28%
29%
33%
31%
37%
35%
27%
36%
35%
28%
32%
l
l
l
l
kl
l
l
l
404
14
12
20
24
46
48
105
29
33
42
48
29
450
DHL
29%
22%
16%
23%
27%
22%
26%
38%
25%
28%
38%
27%
31%
28%
jkl
k
k
eghjklm
k
hjkl
k
k
394
3
16
21
25
52
45
82
33
39
44
51
22
434
UPS
29%
5%
21%
24%
28%
25%
24%
30%
29%
34%
39%
29%
23%
27%
kl
l
l
l
l
l
l
l
kl
aghjkl
l
l
289
8
19
19
20
42
37
57
19
29
33
33
19
335
Parcelforce
21%
13%
25%
22%
22%
20%
20%
21%
17%
25%
29%
19%
20%
21%
l
l
l
l
el
197
7
6
11
12
20
26
56
22
12
9
27
13
221
FedEx
14%
11%
7%
13%
14%
10%
14%
20%
19%
10%
8%
15%
13%
14%
k
cdhklm
chk
k
161
2
6
7
10
28
24
39
7
13
5
14
22
176
City Link Post
12%
3%
9%
8%
11%
13%
13%
14%
6%
11%
5%
8%
23%
11%
l
l
l
l
l
l
cejl
l
bcdejkl
m
116
1
4
3
10
11
11
35
8
3
5
22
11
124
UK Mail
8%
2%
5%
4%
11%
5%
6%
13%
7%
3%
5%
12%
11%
8%
djl
djl
dghjkl
djkl
djl
Interlink / Interlink
72
*
4
1
1
11
11
22
4
8
4
5
5
78
Express / Direct
5%
*%
6%
1%
1%
5%
6%
8%
4%
7%
3%
3%
6%
5%
jl
jl
jl
jl
ijl
l
jl
l
l
l
50
9
7
4
*
6
4
13
11
1
-
9
5
71
Yodel
4%
15%
10%
4%
*%
3%
2%
5%
9%
1%
-%
5%
6%
4%
cdfghijmbcdfghij
cdgim
ci
ci
m
58
3
1
5
4
9
4
15
7
5
5
4
6
67
DPD
4%
4%
1%
6%
4%
4%
2%
5%
6%
4%
5%
2%
6%
4%
k
k
k
k
k
k
k
36
1
3
2
1
6
4
13
3
1
2
4
2
42
Hermes
3%
2%
4%
2%
1%
3%
2%
5%
2%
1%
2%
2%
2%
3%
22
2
2
1
2
2
4
2
-
5
4
2
2
27
DX
2%
3%
2%
1%
2%
1%
2%
1%
-%
4%
3%
1%
2%
2%
ef
18
-
1
1
*
2
-
6
4
-
2
2
2
20
Tuffnels
1%
-%
1%
1%
*%
1%
-%
2%
4%
-%
2%
1%
2%
1%
dgl
18
-
-
2
-
7
-
4
1
1
*
5
-
19
APC
1%
-%
-%
2%
-%
3%
-%
1%
1%
1%
*%
3%
-%
1%
kl
gkl
kl
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
15
1
*
*
1
4
4
*
3
1
2
-
-
17
Business Post
1%
2%
1%
1%
1%
2%
2%
*%
2%
1%
2%
-%
-%
1%
f
15
-
-
-
3
2
2
2
1
-
2
*
4
15
Freight - Better / Night
1%
-%
-%
-%
3%
1%
1%
1%
1%
-%
2%
*%
4%
1%
jkl
djkl
9
*
1
-
1
2
-
2
-
-
-
4
-
11
Parcels to go
1%
1%
1%
-%
1%
1%
-%
1%
-%
-%
-%
2%
-%
1%
j
9
*
-
1
-
-
-
2
-
4
4
-
-
10
Local Courier
1%
*%
-%
1%
-%
-%
-%
1%
-%
3%
3%
-%
-%
1%
ghklm
gklm
7
-
-
-
-
2
2
2
-
1
-
-
-
7
Parcel Line
1%
-%
-%
-%
-%
1%
1%
1%
-%
1%
-%
-%
-%
*%
3
3
-
-
-
-
-
2
-
1
-
-
-
6
Fastway Couriers
*%
5%
-%
-%
-%
-%
-%
1%
-%
1%
-%
-%
-%
*%
bcefghij
km
5
-
*
*
-
-
-
-
-
1
2
-
2
6
Lynx
*%
-%
1%
1%
-%
-%
-%
-%
-%
1%
2%
-%
2%
*%
f
4
-
*
-
-
2
-
-
-
1
-
*
-
4
Haynes
*%
-%
1%
-%
-%
1%
-%
-%
-%
1%
-%
*%
-%
*%
2
-
1
-
-
-
2
-
-
-
-
-
-
3
Priority Express
*%
-%
1%
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
*%
2
*
-
-
-
-
*
2
*
-
-
-
-
2
Pitney Bowes
*%
*%
-%
-%
-%
-%
*%
1%
*%
-%
-%
-%
-%
*%
-
-
-
2
-
-
-
-
-
-
-
-
-
2
AJG Parcels
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
fklm
2
-
-
-
-
-
-
-
-
-
-
-
2
2
One Post
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2%
*%
fjm
2
-
-
-
-
-
-
2
-
-
-
-
-
2
Wey Group International
*%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
2
-
*
-
-
-
-
-
1
-
-
*
-
2
UK / British Mail
*%
-%
*%
-%
-%
-%
-%
-%
1%
-%
-%
*%
-%
*%
m
1
-
-
-
-
-
*
-
1
-
-
-
-
1
Global Mailing
*%
-%
-%
-%
-%
-%
*%
-%
1%
-%
-%
-%
-%
*%
m
-
-
-
1
-
-
-
-
-
-
-
-
-
1
Legal Post
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
-
-
-
1
-
-
-
-
-
-
-
-
-
1
Eagle Couriers
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
1
-
-
-
-
-
-
-
-
-
1
First Post
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
1
-
-
-
-
-
-
-
-
-
-
-
1
Fast Track
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
1
-
-
-
-
-
-
*
*
*
-
-
-
1
Neo Post
*%
-%
-%
-%
-%
-%
-%
*%
*%
*%
-%
-%
-%
*%
-
-
-
*
-
-
-
-
-
-
-
-
-
*
ENC
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
Euro
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
6
-
*
1
-
2
*
2
-
-
-
-
2
7
None
*%
-%
1%
1%
-%
1%
*%
1%
-%
-%
-%
-%
2%
*%
9
3
1
*
-
6
-
-
3
-
*
-
-
14
Don't know
1%
5%
1%
1%
-%
3%
-%
-%
2%
-%
*%
-%
-%
1%
bdfgijm
fgm
f
187
9
9
8
19
30
22
26
23
14
9
28
16
213
Other answers
14%
14%
12%
9%
21%
15%
12%
9%
20%
12%
8%
16%
17%
13%
cfjk
cfj
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 77                                                | 93        | 223       | 912       | 49     | 1256 | 380   | 925   | 52  | 7    | 5                     | 8          | 32         | 1253            |
| 1305                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Royal Mail                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 81%                                               | 89%       | 77%       | 82%       | 83%    | 81%  | 82%   | 81%   | 81% | 81%  | 75%                   | 80%        | 82%        | 81%             |
| 81%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 61                                                | 42        | 107       | 301       | 18     | 493  | 142   | 369   | 24  | 2    | 3                     | 4          | 14         | 487             |
| 511                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| TNT                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 64%                                               | 40%       | 37%       | 27%       | 30%    | 32%  | 31%   | 32%   | 37% | 28%  | 43%                   | 41%        | 37%        | 32%             |
| 32%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30                                                | 43        | 82        | 295       | 22     | 427  | 103   | 346   | 21  | 3    | 2                     | 3          | 13         | 428             |
| 450                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| DHL                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 31%                                               | 41%       | 28%       | 27%       | 37%    | 28%  | 22%   | 30%   | 33% | 37%  | 29%                   | 30%        | 34%        | 28%             |
| 28%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 37                                                | 41        | 79        | 277       | 23     | 411  | 98    | 336   | 18  | 3    | 2                     | 2          | 12         | 416             |
| 434                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| UPS                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 39%                                               | 39%       | 27%       | 25%       | 39%    | 27%  | 21%   | 29%   | 29% | 30%  | 30%                   | 20%        | 30%        | 27%             |
| 27%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26                                                | 26        | 63        | 221       | 15     | 320  | 90    | 245   | 13  | 1    | 2                     | 1          | 9          | 322             |
| 335                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Parcelforce                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 27%                                               | 25%       | 22%       | 20%       | 25%    | 21%  | 19%   | 21%   | 20% | 16%  | 31%                   | 9%         | 22%        | 21%             |
| 21%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | c         | c         | c         |        |      |       |       |     |      |                       |            |            |                 |
| 18                                                | 20        | 41        | 141       | 4      | 217  | 54    | 167   | 12  | 1    | 1                     | 2          | 8          | 209             |
| 221                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| FedEx                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 19%                                               | 19%       | 14%       | 13%       | 7%     | 14%  | 12%   | 15%   | 19% | 16%  | 18%                   | 17%        | 21%        | 14%             |
| 14%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | b         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| 29                                                | 19        | 24        | 105       | 3      | 173  | 60    | 116   | 7   | 1    | 1                     | 1          | 5          | 169             |
| 176                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| City Link Post                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30%                                               | 18%       | 8%        | 9%        | 5%     | 11%  | 13%   | 10%   | 11% | 8%   | 12%                   | 7%         | 12%        | 11%             |
| 11%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18                                                | 13        | 22        | 71        | 3      | 121  | 39    | 85    | 4   | 1    | 1                     | *          | 2          | 120             |
| 124                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| UK Mail                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 19%                                               | 13%       | 7%        | 6%        | 5%     | 8%   | 8%    | 7%    | 6%  | 9%   | 16%                   | 5%         | 5%         | 8%              |
| 8%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Interlink / Interlink                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13                                                | 14        | 12        | 39        | 1      | 77   | 27    | 50    | 3   | *    | *                     | *          | 2          | 74              |
| 78                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Express / Direct                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14%                                               | 13%       | 4%        | 4%        | 1%     | 5%   | 6%    | 4%    | 5%  | 4%   | 7%                    | 3%         | 5%         | 5%              |
| 5%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 7         | 11        | 50        | 1      | 70   | 31    | 40    | 3   | *    | 1                     | *          | 2          | 67              |
| 71                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Yodel                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                                                | 6%        | 4%        | 4%        | 1%     | 5%   | 7%    | 4%    | 5%  | 1%   | 10%                   | 1%         | 6%         | 4%              |
| 4%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | c         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7                                                 | 8         | 12        | 40        | 2      | 65   | 19    | 47    | 4   | 1    | 1                     | *          | 2          | 63              |
| 67                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| DPD                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 8%        | 4%        | 4%        | 4%     | 4%   | 4%    | 4%    | 6%  | 6%   | 9%                    | 3%         | 6%         | 4%              |
| 4%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7                                                 | 2         | 9         | 23        | 2      | 40   | 16    | 26    | 1   | -    | -                     | *          | *          | 41              |
| 42                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Hermes                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8%                                                | 2%        | 3%        | 2%        | 3%     | 3%   | 3%    | 2%    | 1%  | -%   | -%                    | 3%         | 1%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| f                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 3         | 11        | 10        | *      | 26   | 8     | 19    | 3   | *    | *                     | 1          | 2          | 24              |
| 27                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| DX                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 3%        | 4%        | 1%        | 1%     | 2%   | 2%    | 2%    | 5%  | 4%   | 4%                    | 8%         | 4%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| 6                                                 | 2         | 4         | 8         | 1      | 20   | 3     | 18    | 1   | 1    | -                     | *          | 1          | 19              |
| 20                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Tuffnels                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%                                                | 2%        | 1%        | 1%        | 1%     | 1%   | 1%    | 2%    | 2%  | 6%   | -%                    | 1%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 6         | 5         | 6         | -      | 19   | 1     | 18    | 2   | *    | -                     | -          | 2          | 17              |
| 19                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| APC                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 6%        | 2%        | *%        | -%     | 1%   | *%    | 2%    | 3%  | 5%   | -%                    | -%         | 4%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

|                          |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                        | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                      | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                       | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                        | *         | 1         | 12        | *      | 17   | 4     | 14    | *   | *    | -                     | -          | *          | 17              |
| 17                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Business Post            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                       | *%        | *%        | 1%        | *%     | 1%   | 1%    | 1%    | 1%  | 4%   | -%                    | -%         | *%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                      | bf        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                        | 3         | 6         | 4         | -      | 15   | 6     | 10    | *   | -    | *                     | -          | -          | 15              |
| 15                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Freight - Better / Night |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                       | 3%        | 2%        | *%        | -%     | 1%   | 1%    | 1%    | 1%  | -%   | 5%                    | -%         | -%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                        | 4         | *         | 6         | -      | 11   | 2     | 9     | -   | -    | -                     | -          | -          | 11              |
| 11                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Parcels to go            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                       | 4%        | *%        | *%        | -%     | 1%   | *%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abd                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                        | 2         | 1         | 7         | *      | 10   | 2     | 8     | *   | *    | -                     | -          | -          | 10              |
| 10                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Local Courier            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                       | 2%        | *%        | 1%        | *%     | 1%   | *%    | 1%    | *%  | 1%   | -%                    | -%         | -%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                        | 1         | -         | 4         | -      | 7    | 2     | 5     | -   | -    | -                     | -          | -          | 7               |
| 7                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Parcel Line              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                       | 1%        | -%        | *%        | -%     | *%   | *%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                        | 1         | -         | 3         | -      | 6    | 4     | 2     | *   | -    | *                     | -          | *          | 6               |
| 6                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fastway Couriers         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                       | 1%        | -%        | *%        | -%     | *%   | 1%    | *%    | 1%  | -%   | 2%                    | -%         | 1%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                        | -         | -         | 6         | -      | 6    | -     | 6     | -   | -    | -                     | -          | -          | 6               |
| 6                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Lynx                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                       | -%        | -%        | 1%        | -%     | *%   | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                        | 2         | -         | 2         | *      | 4    | 1     | 3     | *   | -    | -                     | -          | *          | 4               |
| 4                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Haynes                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                       | 2%        | -%        | *%        | 1%     | *%   | *%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                        | *         | 2         | *         | -      | 3    | -     | 3     | *   | -    | -                     | *          | *          | 2               |
| 3                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Priority Express         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                       | *%        | 1%        | *%        | -%     | *%   | -%    | *%    | *%  | -%   | -%                    | 1%         | *%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                        | -         | 2         | *         | *      | 2    | *     | 2     | 1   | -    | -                     | *          | 1          | 2               |
| 2                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Pitney Bowes             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                       | -%        | 1%        | *%        | *%     | *%   | *%    | *%    | 1%  | -%   | -%                    | 1%         | 1%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| -                        | -         | -         | 2         | *      | 2    | 2     | *     | -   | -    | -                     | -          | -          | 2               |
| 2                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| AJG Parcels              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                       | -%        | -%        | *%        | 1%     | *%   | *%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                        | -         | -         | -         | -      | 2    | 2     | -     | -   | -    | -                     | -          | -          | 2               |
| 2                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| One Post                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                       | -%        | -%        | -%        | -%     | *%   | *%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                        | -         | 2         | -         | -      | 2    | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Wey Group International  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                       | -%        | 1%        | -%        | -%     | *%   | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                        | -         | 1         | *         | *      | 1    | *     | 2     | *   | *    | -                     | -          | -          | 1               |
| 2                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| UK / British Mail        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                       | -%        | *%        | *%        | 1%     | *%   | *%    | *%    | 1%  | 5%   | -%                    | -%         | -%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                        | -         | -         | 1         | -      | 1    | -     | 1     | *   | -    | -                     | -          | *          | 1               |
| 1                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Global Mailing           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                       | -%        | -%        | *%        | -%     | *%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                        | *         | -         | 1         | *      | 1    | *     | 1     | *   | -    | *                     | -          | *          | 1               |
| 1                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Legal Post               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                       | *%        | -%        | *%        | 1%     | *%   | *%    | *%    | *%  | -%   | 2%                    | -%         | *%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                        | 1         | *         | -         | *      | 1    | -     | 1     | *   | -    | -                     | -          | *          | 1               |
| 1                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Eagle Couriers           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

                                                                                                                                                                                                                                                                                           *%         *%         *%         -%      -%         -%         *%         *%         -%         *%     *%         -%        *%        1%         -%
                                                                                                                                                                                                                     a
Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d
Produced by OLR
OFC1885
Issue date: 03/07/13

QV3. Thinking about mail services, which providers can you think of?
Base: All respondents
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | *         | -      | 1    | -     | 1     | *   | -    | -                     | -          | *          | *               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| First Post                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%        | *%        | -%     | *%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | *         | -      | 1    | 1     | -     | *   | -    | -                     | -          | *          | *               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fast Track                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | *%        | -%     | *%   | *%    | -%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | -         | *         | *      | *    | *     | *     | 1   | -    | -                     | -          | 1          | -               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neo Post                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | -%        | *%        | *%     | *%   | *%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | -%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | -         | -      | *    | -     | *     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ENC                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | -%        | -%     | *%   | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | *         | -      | *    | -     | *     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Euro                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | -%     | *%   | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| MHI (Mail Handling                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| International)                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 7         | *      | 7    | 3     | 4     | *   | -    | -                     | -          | *          | 7               |
| 7                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| None                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 1%        | *%     | *%   | 1%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 3         | 11        | 1      | 13   | 5     | 8     | *   | *    | *                     | -          | -          | 13              |
| 14                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | 1%        | 1%        | 1%     | 1%   | 1%    | 1%    | *%  | 2%   | 2%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18                                                | 17        | 37        | 141       | 7      | 206  | 59    | 153   | 7   | 1    | 1                     | 1          | 4          | 206             |
| 213                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other answers                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18%                                               | 16%       | 13%       | 13%       | 12%    | 13%  | 13%   | 13%   | 11% | 9%   | 9%                    | 13%        | 11%        | 13%             |
| 13%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
176
148
90
234
28
32
34
58
1153
8
24
67
177
195
254
580
1305
Royal Mail
81%
82%
73%
85%
93%
75%
79%
77%
82%
77%
84%
86%
81%
82%
82%
81%
81%
b
bd
117
83
55
144
20
26
19
29
417
6
13
26
90
80
90
206
511
TNT
54%
46%
45%
53%
66%
61%
44%
39%
30%
60%
45%
34%
41%
33%
29%
29%
32%
abc
ab
a
ab
ab
80
59
46
93
7
9
23
20
392
2
6
22
59
62
86
212
450
DHL
37%
33%
38%
34%
22%
20%
53%
26%
28%
20%
21%
28%
27%
26%
28%
30%
28%
abde
90
73
55
109
13
16
16
20
369
*
14
21
63
52
82
201
434
UPS
42%
41%
45%
40%
44%
37%
38%
27%
26%
3%
48%
26%
29%
22%
26%
28%
27%
a
abcde
48
59
22
85
6
12
10
12
295
2
8
16
45
52
67
145
335
Parcelforce
22%
33%
18%
31%
20%
29%
23%
16%
21%
17%
27%
21%
21%
22%
21%
20%
21%
b
b
52
41
31
61
9
10
11
11
181
-
5
11
37
32
50
86
221
FedEx
24%
23%
26%
22%
29%
23%
24%
15%
13%
-%
16%
15%
17%
13%
16%
12%
14%
a
a
a
58
24
29
53
10
11
14
16
126
4
3
15
24
32
36
62
176
City Link Post
27%
13%
24%
19%
34%
25%
31%
21%
9%
42%
11%
20%
11%
13%
12%
9%
11%
a
a
a
a
a
abd
a
48
15
29
34
11
10
4
7
92
2
2
12
16
19
25
48
124
UK Mail
22%
8%
23%
12%
37%
23%
9%
10%
7%
25%
8%
15%
7%
8%
8%
7%
8%
a
a
abc
ab
abcd
Interlink / Interlink
31
18
16
33
6
6
7
8
50
2
*
7
12
8
21
26
78
Express / Direct
14%
10%
13%
12%
22%
15%
17%
10%
4%
22%
1%
9%
6%
3%
7%
4%
5%
a
a
a
a
acf
a
15
11
10
15
1
4
3
*
62
*
2
3
11
9
9
37
71
Yodel
7%
6%
8%
6%
2%
10%
8%
1%
4%
3%
7%
3%
5%
4%
3%
5%
4%
ab
b
18
15
8
25
3
4
*
3
56
-
3
6
8
11
17
22
67
DPD
8%
9%
6%
9%
9%
10%
1%
5%
4%
-%
9%
8%
4%
5%
5%
3%
4%
ac
a
a
12
13
10
15
4
5
*
5
27
-
2
2
8
3
6
21
42
Hermes
6%
7%
8%
6%
12%
13%
1%
7%
2%
-%
8%
3%
4%
1%
2%
3%
3%
ac
ac
a
abc
6
10
6
10
*
1
3
1
22
*
3
6
5
8
1
4
27
DX
3%
6%
5%
4%
2%
2%
6%
1%
2%
2%
10%
7%
2%
3%
*%
*%
2%
ab
abcd
abd
a
ab
8
5
5
7
2
2
-
1
15
-
-
6
2
2
5
5
20
Tuffnels
4%
3%
4%
3%
7%
4%
-%
1%
1%
-%
-%
8%
1%
1%
2%
1%
1%
a
a
abcdf
7
4
3
9
*
2
2
*
15
-
*
4
5
6
4
1
19
APC
3%
2%
2%
3%
1%
5%
5%
*%
1%
-%
1%
5%
2%
3%
1%
*%
1%
ab
ab
ab
a
a
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
6
1
4
3
-
2
3
*
12
-
1
2
2
1
2
8
17
Business Post
3%
1%
3%
1%
-%
5%
7%
*%
1%
-%
5%
2%
1%
1%
1%
1%
1%
ab
ab
abcd
6
5
6
5
-
2
6
-
7
-
*
1
1
3
5
4
15
Freight - Better / Night
3%
3%
5%
2%
-%
5%
14%
-%
1%
-%
1%
2%
1%
1%
2%
*%
1%
ab
abe
1
2
1
2
-
*
-
-
10
-
-
-
5
-
-
6
11
Parcels to go
*%
1%
1%
1%
-%
1%
-%
-%
1%
-%
-%
-%
2%
-%
-%
1%
1%
bc
1
3
1
3
-
-
-
1
9
-
-
1
*
3
2
5
10
Local Courier
1%
2%
1%
1%
-%
-%
-%
2%
1%
-%
-%
2%
*%
1%
1%
1%
1%
-
-
-
-
-
-
-
-
7
-
-
-
2
1
-
4
7
Parcel Line
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
1%
1%
-%
*%
*%
2
2
2
2
2
-
-
*
4
-
*
2
1
1
1
*
6
Fastway Couriers
1%
1%
1%
1%
8%
-%
-%
*%
*%
-%
1%
2%
1%
1%
*%
*%
*%
abcd
a
-
-
-
-
-
*
-
-
5
-
-
-
*
1
*
4
6
Lynx
-%
-%
-%
-%
-%
1%
-%
-%
*%
-%
-%
-%
*%
1%
*%
*%
*%
1
3
-
4
*
1
-
2
*
-
-
1
-
-
2
1
4
Haynes
*%
2%
-%
2%
1%
3%
-%
3%
*%
-%
-%
1%
-%
-%
1%
*%
*%
a
a
a
2
1
2
1
-
-
-
2
1
-
-
-
*
*
2
-
3
Priority Express
1%
*%
1%
*%
-%
-%
-%
2%
*%
-%
-%
-%
*%
*%
1%
-%
*%
a
a
-
-
-
-
-
-
-
-
2
-
*
*
2
*
*
-
2
Pitney Bowes
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
1%
*%
1%
*%
*%
-%
*%
a
a
-
-
-
-
-
-
-
-
2
-
-
-
-
-
*
2
2
AJG Parcels
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
*%
*%
-
2
-
2
-
-
2
-
-
2
-
-
-
-
-
-
2
One Post
-%
1%
-%
1%
-%
-%
4%
-%
-%
18%
-%
-%
-%
-%
-%
-%
*%
ab
2
-
2
-
-
-
-
-
2
-
-
-
-
2
-
-
2
Wey Group International
1%
-%
1%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
1%
-%
-%
*%
a
a
1
*
1
*
-
-
1
-
*
-
-
1
-
-
*
*
2
UK / British Mail
1%
*%
1%
*%
-%
-%
3%
-%
*%
-%
-%
2%
-%
-%
*%
*%
*%
a
ad
-
1
-
1
*
-
-
-
1
-
*
-
1
-
-
-
1
Global Mailing
-%
1%
-%
1%
*%
-%
-%
-%
*%
-%
*%
-%
1%
-%
-%
-%
*%
1
*
1
*
-
*
-
-
1
*
*
*
-
-
-
*
1
Legal Post
*%
*%
1%
*%
-%
*%
-%
-%
*%
1%
*%
1%
-%
-%
-%
*%
*%
-
*
-
*
-
-
*
*
*
-
*
*
-
*
-
-
1
Eagle Couriers

*%         -%         -%         *%      -%      1%        *%     -%         *%         *%         1%      -%         -%         *%          -%         *%          -%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
1
-
1
-
-
*
-
-
*
-
*
*
-
-
-
-
1
First Post
*%
-%
*%
-%
-%
*%
-%
-%
*%
-%
*%
1%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
1
-
-
-
-
-
1
-
1
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
-%
*%
-
-
-
-
-
-
-
-
1
-
*
*
*
-
-
-
1
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
1%
*%
*%
-%
-%
-%
*%
a
-
*
-
*
-
-
-
*
-
-
-
-
-
*
-
-
*
ENC
-%
*%
-%
*%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
-%
-%
*%
a
-
-
-
-
-
-
-
*
-
-
-
-
*
-
-
-
*
Euro
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
*%
-%
-%
-%
*%
a
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
7
-
-
-
-
-
-
7
7
None
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
1%
*%
-
-
-
-
*
-
-
2
11
*
-
*
*
3
*
9
14
Don't know
-%
-%
-%
-%
*%
-%
-%
3%
1%
1%
-%
1%
*%
1%
*%
1%
1%
a
44
37
26
55
8
5
3
23
173
*
6
6
40
29
50
82
213
Other answers
20%
21%
21%
20%
27%
12%
8%
31%
12%
3%
19%
7%
19%
12%
16%
11%
13%
ac
acd
ae
ae
ae
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
904
1002
196
1213
536
1032
311
582
1226
765
1206
412
223
663
1305
Royal Mail
84%
84%
84%
82%
80%
81%
82%
80%
82%
85%
82%
83%
79%
82%
81%
df
359
379
101
470
259
412
128
285
480
295
471
170
81
258
511
TNT
33%
32%
43%
32%
39%
32%
34%
39%
32%
33%
32%
34%
29%
32%
32%
b
b
abcf
299
332
83
413
208
350
84
225
420
263
407
118
89
239
450
DHL
28%
28%
36%
28%
31%
28%
22%
31%
28%
29%
28%
24%
32%
30%
28%
b
e
e
e
e
e
c
c
288
341
90
404
218
337
98
233
412
245
403
139
78
215
434
UPS
27%
29%
38%
27%
33%
27%
26%
32%
27%
27%
27%
28%
28%
27%
27%
b
b
abcef
225
244
58
313
162
258
83
192
308
191
303
97
65
173
335
Parcelforce
21%
20%
25%
21%
24%
20%
22%
26%
21%
21%
20%
19%
23%
21%
21%
abcf
143
171
60
205
114
182
53
121
207
125
204
80
39
98
221
FedEx
13%
14%
25%
14%
17%
14%
14%
17%
14%
14%
14%
16%
14%
12%
14%
ab
a
138
113
27
163
93
137
48
111
166
100
164
56
30
89
176
City Link Post
13%
9%
12%
11%
14%
11%
13%
15%
11%
11%
11%
11%
11%
11%
11%
a
abcf
88
87
17
114
58
97
41
72
118
64
118
39
21
62
124
UK Mail
8%
7%
7%
8%
9%
8%
11%
10%
8%
7%
8%
8%
8%
8%
8%
bf
b
Interlink / Interlink
64
45
11
76
39
65
20
57
73
41
73
25
13
39
78
Express / Direct
6%
4%
5%
5%
6%
5%
5%
8%
5%
5%
5%
5%
5%
5%
5%
a
abcf
48
44
13
66
37
56
17
31
67
34
65
17
16
38
71
Yodel
4%
4%
6%
4%
5%
4%
4%
4%
4%
4%
4%
3%
6%
5%
4%
44
51
8
61
32
49
11
38
61
32
61
21
13
33
67
DPD
4%
4%
3%
4%
5%
4%
3%
5%
4%
4%
4%
4%
5%
4%
4%
e
31
30
7
37
26
32
11
29
38
22
37
20
6
17
42
Hermes
3%
3%
3%
3%
4%
3%
3%
4%
3%
2%
3%
4%
2%
2%
3%
a
21
23
4
26
13
21
10
12
27
24
26
18
3
6
27
DX
2%
2%
2%
2%
2%
2%
3%
2%
2%
3%
2%
4%
1%
1%
2%
ab
15
11
2
17
14
17
8
17
17
10
17
6
4
10
20
Tuffnels
1%
1%
1%
1%
2%
1%
2%
2%
1%
1%
1%
1%
2%
1%
1%
abc
14
13
5
19
15
19
14
18
19
12
19
7
4
8
19
APC
1%
1%
2%
1%
2%
2%
4%
2%
1%
1%
1%
1%
1%
1%
1%
abcf
ac
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
9
14
2
16
8
15
2
9
16
12
14
4
*
12
17
Business Post
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
1%
b
14
12
4
15
14
14
2
12
15
14
15
7
4
4
15
Freight - Better / Night
1%
1%
2%
1%
2%
1%
*%
2%
1%
2%
1%
1%
1%
*%
1%
7
8
1
9
10
6
4
10
9
8
9
2
2
6
11
Parcels to go
1%
1%
1%
1%
1%
*%
1%
1%
1%
1%
1%
*%
1%
1%
1%
f
9
8
3
9
8
10
4
7
9
6
9
*
4
7
10
Local Courier
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
1%
1%
c
c
5
5
1
7
3
5
2
3
7
3
7
1
2
4
7
Parcel Line
*%
*%
1%
*%
1%
*%
1%
*%
*%
*%
*%
*%
1%
*%
*%
5
3
1
5
4
6
3
4
6
4
6
4
1
1
6
Fastway Couriers
*%
*%
*%
*%
1%
*%
1%
1%
*%
*%
*%
1%
*%
*%
*%
a
4
6
2
6
2
4
-
*
6
2
6
*
-
5
6
Lynx
*%
*%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
1%
*%
4
4
-
4
4
3
2
4
4
4
4
2
2
-
4
Haynes
*%
*%
-%
*%
1%
*%
1%
1%
*%
*%
*%
*%
1%
-%
*%
a
3
2
1
3
1
3
1
3
3
2
3
2
-
*
3
Priority Express
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
*
*
2
1
2
1
2
2
2
2
2
*
*
2
Pitney Bowes
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
1
1
-
2
1
2
*
1
2
1
2
1
-
1
2
AJG Parcels
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
2
-
-
2
-
2
-
2
2
2
2
2
-
-
2
One Post
*%
-%
-%
*%
-%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
2
2
-
2
2
2
-
2
2
2
2
2
-
-
2
Wey Group International
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
*
*
*
*
2
2
1
1
2
1
2
-
1
*
2
UK / British Mail
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
1
1
1
1
*
1
*
*
1
*
1
*
-
1
1
Global Mailing
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
1
*
1
*
1
1
*
1
1
1
*
1
*
1
Legal Post
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
1
1
-
1
1
1
1
1
1
1
1
1
*
-
1
Eagle Couriers
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*
1
-
1
*
1
*
*
1
1
1
*
*
-
1
First Post
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
1
1
*
1
1
*
*
-
1
1
1
*
*
-
1
Fast Track
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
*%
*
*
-
1
*
1
*
*
1
1
1
*
-
*
1
Neo Post
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
*
-
*
*
*
*
*
*
*
*
*
-
-
*
ENC
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
*
-
*
-
-
-
-
*
-
*
-
-
*
*
Euro
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
*%
-%
-%
*%
*%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*
6
-
6
*
4
-
-
6
-
6
*
-
7
7
None
*%
1%
-%
*%
*%
*%
-%
-%
*%
-%
*%
*%
-%
1%
*%
b
b
b
c
9
9
1
13
3
10
3
*
13
5
12
5
1
8
14
Don't know
1%
1%
*%
1%
*%
1%
1%
*%
1%
1%
1%
1%
*%
1%
1%
d
d
d
d
153
158
38
206
105
174
56
108
204
129
203
72
38
100
213
Other answers
14%
13%
16%
14%
16%
14%
15%
15%
14%
14%
14%
14%
14%
12%
13%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
998
188
116
277
1281
727
-
1298
971
1277
1099
1270
1063
31
209
1305
Royal Mail
82%
79%
80%
78%
82%
81%
-%
81%
81%
81%
82%
81%
83%
85%
80%
81%
361
90
58
160
502
324
-
509
407
502
456
500
407
14
81
511
TNT
30%
38%
39%
45%
32%
36%
-%
32%
34%
32%
34%
32%
32%
39%
31%
32%
c
c
ab
b
330
70
46
132
440
285
2
444
356
440
396
439
373
11
59
450
DHL
27%
29%
32%
37%
28%
32%
100%
28%
30%
28%
29%
28%
29%
30%
23%
28%
b
b
a
327
56
49
133
429
283
-
432
362
428
375
424
354
17
60
434
UPS
27%
23%
34%
37%
27%
32%
-%
27%
30%
27%
28%
27%
28%
49%
23%
27%
b
ab
b
ac
245
54
36
83
326
219
-
334
269
326
296
325
255
6
60
335
Parcelforce
20%
23%
24%
23%
21%
24%
-%
21%
22%
21%
22%
21%
20%
17%
23%
21%
b
164
27
29
76
217
153
-
221
185
217
189
215
175
7
41
221
FedEx
14%
11%
20%
21%
14%
17%
-%
14%
15%
14%
14%
14%
14%
19%
16%
14%
bc
b
b
130
20
26
44
174
119
-
176
153
176
172
173
135
6
35
176
City Link Post
11%
9%
18%
12%
11%
13%
-%
11%
13%
11%
13%
11%
10%
17%
13%
11%
bc
82
14
28
29
122
76
-
124
110
122
111
122
96
7
19
124
UK Mail
7%
6%
19%
8%
8%
9%
-%
8%
9%
8%
8%
8%
7%
19%
7%
8%
bc
ac
Interlink / Interlink
59
5
14
21
76
49
-
78
64
76
68
76
61
2
12
78
Express / Direct
5%
2%
10%
6%
5%
6%
-%
5%
5%
5%
5%
5%
5%
5%
4%
5%
bc
52
9
9
19
67
43
-
70
52
68
61
66
54
*
12
71
Yodel
4%
4%
6%
5%
4%
5%
-%
4%
4%
4%
4%
4%
4%
1%
5%
4%
49
7
10
17
65
39
-
67
56
67
50
67
52
2
13
67
DPD
4%
3%
7%
5%
4%
4%
-%
4%
5%
4%
4%
4%
4%
7%
5%
4%
32
2
8
12
41
31
-
42
33
41
38
41
31
1
11
42
Hermes
3%
1%
5%
3%
3%
3%
-%
3%
3%
3%
3%
3%
2%
4%
4%
3%
b
21
3
3
4
27
10
-
27
17
27
27
27
18
2
4
27
DX
2%
1%
2%
1%
2%
1%
-%
2%
1%
2%
2%
2%
1%
6%
2%
2%
c
16
1
4
7
20
14
-
20
18
20
20
20
18
-
2
20
Tuffnels
1%
*%
3%
2%
1%
2%
-%
1%
1%
1%
2%
1%
1%
-%
1%
1%
b
17
1
2
7
19
13
-
19
16
19
19
19
18
-
*
19
APC
1%
*%
2%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
*%
1%
14
1
2
4
16
9
-
17
14
16
16
16
13
-
2
17
Business Post
1%
*%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
10
5
*
2
15
15
-
15
15
15
14
15
11
-
3
15
Freight - Better / Night
1%
2%
*%
1%
1%
2%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
c
8
*
3
4
11
8
-
11
9
11
11
11
8
2
3
11
Parcels to go
1%
*%
2%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
5%
1%
1%
c
7
3
-
3
10
10
-
10
10
9
9
9
9
-
2
10
Local Courier
1%
1%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
6
-
1
3
7
3
-
7
3
7
7
7
7
-
-
7
Parcel Line
*%
-%
1%
1%
*%
*%
-%
*%
*%
*%
1%
*%
1%
-%
-%
*%
3
1
2
1
6
3
-
6
6
6
6
6
4
-
2
6
Fastway Couriers
*%
*%
2%
*%
*%
*%
-%
*%
1%
*%
*%
*%
*%
-%
1%
*%
c
5
*
-
3
6
3
-
6
4
6
6
6
5
-
*
6
Lynx
*%
*%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
4
*
-
2
4
4
-
4
4
4
4
4
2
-
3
4
Haynes
*%
*%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
c
2
*
*
1
3
*
-
3
3
3
3
3
2
-
*
3
Priority Express
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
2
*
-
1
2
1
-
2
1
2
2
2
*
-
*
2
Pitney Bowes
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
2
*
-
1
2
2
-
2
2
2
2
2
2
-
*
2
AJG Parcels
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
-
-
2
-
-
-
-
2
2
2
2
2
2
-
-
2
One Post
-%
-%
1%
-%
-%
-%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
c
-
-
2
2
2
2
-
2
2
2
2
2
2
-
-
2
Wey Group International
-%
-%
1%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
c
2
-
-
*
2
*
-
2
1
2
1
2
2
-
-
2
UK / British Mail
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
1
-
1
1
1
-
1
1
1
1
1
*
1
1
1
Global Mailing
*%
1%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
4%
*%
*%
c
c
c
1
*
-
1
1
1
-
1
1
1
1
1
*
-
1
1
Legal Post
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
1
*
-
-
1
1
-
1
1
1
1
1
*
*
*
1
Eagle Couriers
*%
*%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-
*
*
1
1
1
-
1
*
1
1
1
*
-
*
1
First Post
-%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
1
-
-
*
1
1
-
1
1
1
1
1
1
-
-
1
Fast Track
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
1
-
-
-
1
*
-
1
*
1
1
1
*
-
-
1
Neo Post
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
-
-
-
*
*
-
*
*
*
-
*
*
-
-
*
ENC
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
-%
*%
*%
-%
-%
*%
*
-
-
-
*
-
-
*
-
*
-
*
*
-
-
*
Euro
*%
-%
-%
-%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
5
2
-
2
7
2
-
7
4
7
6
7
7
-
-
7
None
*%
1%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
1%
-%
-%
*%
11
*
3
*
11
1
-
14
9
11
9
11
13
*
-
14
Don't know
1%
*%
2%
*%
1%
*%
-%
1%
1%
1%
1%
1%
1%
1%
-%
1%
a
164
27
21
52
211
139
-
213
178
210
185
210
157
2
48
213
Other answers
14%
11%
14%
14%
13%
15%
-%
13%
15%
13%
14%
13%
12%
5%
19%
13%
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
3
296
979
313
102
863
72
1233
424
881
1055
82
156
1305
Royal Mail
35%
79%
83%
79%
83%
83%
67%
82%
83%
80%
82%
79%
76%
81%
b
a
1
185
366
134
47
318
24
487
149
362
364
52
92
511
TNT
11%
49%
31%
34%
39%
31%
22%
33%
29%
33%
28%
51%
45%
32%
b
c
c
3
125
316
124
28
294
25
425
134
316
340
34
69
450
DHL
40%
33%
27%
31%
23%
28%
23%
28%
26%
29%
27%
33%
34%
28%
c
8
140
294
131
40
282
17
417
144
290
298
47
84
434
UPS
96%
37%
25%
33%
32%
27%
15%
28%
28%
26%
23%
45%
41%
27%
b
b
c
c
2
102
243
77
32
215
13
321
99
235
257
27
51
335
Parcelforce
30%
27%
21%
20%
26%
21%
13%
21%
20%
21%
20%
26%
25%
21%
b
2
87
145
73
11
147
8
213
79
142
148
27
44
221
FedEx
22%
23%
12%
19%
9%
14%
8%
14%
16%
13%
12%
26%
21%
14%
b
c
c
2
75
120
53
14
112
7
170
65
111
107
29
39
176
City Link Post
30%
20%
10%
13%
11%
11%
6%
11%
13%
10%
8%
28%
19%
11%
c
c
1
60
88
32
4
81
5
119
32
92
82
13
28
124
UK Mail
8%
16%
8%
8%
4%
8%
4%
8%
6%
8%
6%
12%
13%
8%
c
c
Interlink / Interlink
-
48
55
19
3
54
*
77
22
56
40
15
22
78
Express / Direct
-%
13%
5%
5%
2%
5%
*%
5%
4%
5%
3%
14%
11%
5%
b
c
c
*
24
50
17
3
48
3
68
28
42
47
7
16
71
Yodel
2%
6%
4%
4%
2%
5%
3%
5%
6%
4%
4%
7%
8%
4%
c
-
31
47
19
6
45
2
64
18
48
40
10
16
67
DPD
-%
8%
4%
5%
5%
4%
2%
4%
4%
4%
3%
10%
8%
4%
c
c
-
21
29
13
2
32
-
42
14
28
20
9
12
42
Hermes
-%
6%
2%
3%
1%
3%
-%
3%
3%
3%
2%
9%
6%
3%
c
c
1
17
19
6
1
16
1
25
7
19
21
1
4
27
DX
16%
4%
2%
1%
1%
2%
1%
2%
1%
2%
2%
1%
2%
2%
-
12
16
4
2
18
*
20
7
13
12
2
7
20
Tuffnels
-%
3%
1%
1%
1%
2%
*%
1%
1%
1%
1%
2%
3%
1%
c
-
12
14
5
2
12
*
19
4
15
9
4
6
19
APC
-%
3%
1%
1%
1%
1%
*%
1%
1%
1%
1%
4%
3%
1%
c
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
-
6
13
3
-
8
-
17
7
10
12
-
5
17
Business Post
-%
2%
1%
1%
-%
1%
-%
1%
1%
1%
1%
-%
3%
1%
c
2
8
10
4
2
6
-
15
2
14
2
4
10
15
Freight - Better / Night
22%
2%
1%
1%
1%
1%
-%
1%
*%
1%
*%
3%
5%
1%
c
c
-
3
8
3
-
6
-
11
3
8
6
4
1
11
Parcels to go
-%
1%
1%
1%
-%
1%
-%
1%
1%
1%
*%
4%
*%
1%
ac
2
3
7
4
2
2
-
10
2
8
8
-
2
10
Local Courier
22%
1%
1%
1%
1%
*%
-%
1%
*%
1%
1%
-%
1%
1%
a
-
-
7
-
1
4
-
7
2
5
6
-
1
7
Parcel Line
-%
-%
1%
-%
1%
*%
-%
*%
*%
*%
*%
-%
1%
*%
-
4
5
1
2
4
*
6
2
4
4
-
2
6
Fastway Couriers
-%
1%
*%
*%
1%
*%
*%
*%
*%
*%
*%
-%
1%
*%
-
-
6
-
1
3
1
5
1
5
5
-
1
6
Lynx
-%
-%
*%
-%
1%
*%
1%
*%
*%
*%
*%
-%
1%
*%
-
2
3
1
*
4
-
4
1
3
3
*
1
4
Haynes
-%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
1%
*%
-
2
2
1
2
*
-
3
2
*
2
-
*
3
Priority Express
-%
1%
*%
*%
1%
*%
-%
*%
*%
*%
*%
-%
*%
*%
a
a
-
2
*
*
-
*
-
2
2
*
2
*
-
2
Pitney Bowes
-%
1%
*%
*%
-%
*%
-%
*%
*%
*%
*%
*%
-%
*%
-
-
2
-
-
2
-
2
1
1
2
-
-
2
AJG Parcels
-%
-%
*%
-%
-%
*%
-%
*%
*%
*%
*%
-%
-%
*%
-
2
2
-
-
2
-
2
2
-
-
-
2
2
One Post
-%
*%
*%
-%
-%
*%
-%
*%
*%
-%
-%
-%
1%
*%
a
c
-
2
-
2
-
2
-
2
-
2
-
-
2
2
Wey Group International
-%
*%
-%
*%
-%
*%
-%
*%
-%
*%
-%
-%
1%
*%
b
c
-
2
*
1
1
*
-
2
-
2
2
-
-
2
UK / British Mail
-%
*%
*%
*%
1%
*%
-%
*%
-%
*%
*%
-%
-%
*%
a
-
1
1
-
-
1
-
1
-
1
1
-
-
1
Global Mailing
-%
*%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
-
1
1
*
*
*
-
1
1
*
-
*
1
1
Legal Post
-%
*%
*%
*%
*%
*%
-%
*%
*%
*%
-%
*%
1%
*%
c
-
*
1
-
-
1
-
1
*
1
1
*
-
1
Eagle Couriers
-%
*%
*%
-%
-%
*%
-%
*%
*%
*%
*%
*%
-%
*%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
-
1
*
*
1
-
-
1
*
*
-
-
1
1
First Post
-%
*%
*%
*%
*%
-%
-%
*%
*%
*%
-%
-%
*%
*%
a
-
-
*
*
-
*
-
1
-
1
1
-
-
1
Fast Track
-%
-%
*%
*%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
-
*
*
*
*
*
-
1
-
1
*
-
*
1
Neo Post
-%
*%
*%
*%
*%
*%
-%
*%
-%
*%
*%
-%
*%
*%
*
-
*
-
-
-
-
*
-
*
-
*
-
*
ENC
6%
-%
*%
-%
-%
-%
-%
*%
-%
*%
-%
*%
-%
*%
c
-
-
*
-
-
*
-
*
*
-
*
-
-
*
Euro
-%
-%
*%
-%
-%
*%
-%
*%
*%
-%
*%
-%
-%
*%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
*
7
-
2
5
1
6
3
5
5
2
-
7
None
-%
*%
1%
-%
1%
*%
1%
*%
1%
*%
*%
2%
-%
*%
ac
-
-
9
5
4
6
4
10
8
5
14
-
-
14
Don't know
-%
-%
1%
1%
4%
1%
4%
1%
2%
*%
1%
-%
-%
1%
a
a
a
1
75
129
78
23
129
15
198
74
138
153
17
42
213
Other answers
8%
20%
11%
20%
19%
12%
14%
13%
15%
13%
12%
17%
20%
13%
b
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV3. Thinking about mail services, which providers can you think of?
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
304
322
341
338
1305
Royal Mail
76%
79%
85%
86%
81%
cd
cd
102
150
137
121
511
TNT
26%
37%
34%
31%
32%
d
d
115
120
110
105
450
DHL
29%
29%
27%
27%
28%
109
113
119
92
434
UPS
27%
28%
30%
24%
27%
82
101
65
87
335
Parcelforce
21%
25%
16%
22%
21%
b
b
54
55
72
40
221
FedEx
14%
13%
18%
10%
14%
a
42
37
53
45
176
City Link Post
10%
9%
13%
11%
11%
31
35
32
27
124
UK Mail
8%
9%
8%
7%
8%
Interlink / Interlink
16
22
18
23
78
Express / Direct
4%
5%
4%
6%
5%
23
20
16
12
71
Yodel
6%
5%
4%
3%
4%
a 24
17
19
7
67
DPD
6%
4%
5%
2%
4%
a
a
16
8
6
11
42
Hermes
4%
2%
2%
3%
3%
b
7
2
4
14
27
DX
2%
*%
1%
4%
2%
bc
3
5
9
4
20
Tuffnels
1%
1%
2%
1%
1%
3
6
5
6
19
APC
1%
2%
1%
1%
1%
10
4
2
2
17
Business Post
2%
1%
*%
*%
1%
ab
5
4
-
6
15
Freight - Better / Night
1%
1%
-%
2%
1%
b
b
b

Columns Tested: a,b,c,d

QV3. Thinking about mail services, which providers can you think of?
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
8
3
-
*
11
Parcels to go
2%
1%
-%
*%
1%
ab
*
-
4
6
10
Local Courier
*%
-%
1%
1%
1%
c
cd
1
6
-
-
7
Parcel Line
*%
1%
-%
-%
*%
ab
3
1
*
2
6
Fastway Couriers
1%
*%
*%
*%
*%
-
2
2
2
6
Lynx
-%
*%
1%
*%
*%
-
-
2
2
4
Haynes
-%
-%
1%
1%
*%
*
*
-
2
3
Priority Express
*%
*%
-%
*%
*%
-
2
*
*
2
Pitney Bowes
-%
*%
*%
*%
*%
1
1
-
-
2
AJG Parcels
*%
*%
-%
-%
*%
-
-
-
2
2
One Post
-%
-%
-%
*%
*%
-
-
-
2
2
Wey Group International
-%
-%
-%
*%
*%
-
-
*
2
2
UK / British Mail
-%
-%
*%
*%
*%
-
-
-
1
1
Global Mailing
-%
-%
-%
*%
*%
-
-
1
*
1
Legal Post
-%
-%
*%
*%
*%
1
-
-
*
1
Eagle Couriers
*%
-%
-%
*%
*%
-
-
*
*
1
First Post
-%
-%
*%
*%
*%
-
-
-
1
1
Fast Track
-%
-%
-%
*%
*%
-
*
-
*
1
Neo Post
-%
*%
-%
*%
*%
-
-
-
*
*
ENC
-%
-%
-%
*%
*%
-
-
-
*
*
Euro
-%
-%
-%
*%
*%
Columns Tested: a,b,c,d

## Qv3. Thinking About Mail Services, Which Providers Can You Think Of? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total MHI (Mail Handling
-
-
-
-
-
International)
-%
-%
-%
-%
-%
5
2
-
-
7
None
1%
1%
-%
-%
*%
ab
5
3
6
-
14
Don't know
1%
1%
1%
-%
1%
a
a
51
43
78
41
213
Other answers
13%
11%
19%
10%
13%
acd
Columns Tested: a,b,c,d

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Royal Mail
98%
99%
97%
97%
98%
98%
98%
98%
94%
98%
98%
97%
100%
98%
e
e
e
72
*
1
4
4
9
6
18
7
3
5
14
6
77
TNT
5%
1%
1%
4%
4%
4%
3%
6%
6%
3%
5%
8%
6%
5%
kl
kl
l
l
kl
kl
kl
kl
kl
45
1
2
2
3
7
5
7
4
3
7
5
4
49
Parcelforce
3%
2%
3%
2%
3%
3%
3%
3%
4%
2%
6%
3%
4%
3%
j
40
2
*
2
4
2
4
14
4
1
2
7
2
44
DHL
3%
4%
1%
2%
4%
1%
2%
5%
4%
1%
2%
4%
2%
3%
k
k
k
k
40
-
1
1
4
1
2
13
3
3
4
7
4
43
UPS
3%
-%
2%
1%
5%
*%
1%
5%
3%
3%
3%
4%
4%
3%
l
hl
hjl
l
l
l
l
l
37
*
1
1
3
9
*
6
6
3
4
2
4
39
FedEx
3%
1%
1%
1%
4%
4%
*%
2%
5%
3%
3%
1%
4%
2%
g
gl
gjkl
g
g
29
-
1
1
4
5
*
6
1
1
2
6
4
31
UK Mail
2%
-%
2%
1%
4%
2%
*%
2%
1%
1%
2%
4%
4%
2%
gjl
gl
gl
21
-
1
1
4
6
-
4
4
-
-
3
-
23
APC
2%
-%
1%
2%
4%
3%
-%
1%
4%
-%
-%
2%
-%
1%
dgkl
gl
dgl
Interlink / Interlink
18
-
3
*
1
*
7
2
1
5
*
*
-
21
Express / Direct
1%
-%
4%
*%
1%
*%
4%
1%
1%
4%
*%
*%
-%
1%
fhjlm
fhjlm
bfhjlm
19
-
*
*
1
4
2
4
1
1
-
2
4
20
Hermes
1%
-%
1%
1%
1%
2%
1%
1%
1%
1%
-%
1%
4%
1%
jl
16
-
1
2
1
6
-
2
1
1
2
2
-
19
City Link Post
1%
-%
1%
2%
1%
3%
-%
1%
1%
1%
2%
1%
-%
1%
l
gl
14
1
1
2
*
2
6
-
-
3
*
2
-
18
DX
1%
2%
1%
2%
*%
1%
3%
-%
-%
3%
*%
1%
-%
1%
f
f
f
6
*
1
2
-
-
2
2
-
3
-
-
-
9
Local Courier
*%
1%
1%
2%
-%
-%
1%
1%
-%
2%
-%
-%
-%
1%
m
m
7
*
*
*
-
-
2
2
-
1
2
-
-
8
Pitney Bowes
*%
*%
1%
1%
-%
-%
1%
1%
-%
1%
2%
-%
-%
*%
7
-
-
-
-
2
2
2
-
-
-
-
2
7
Freight - Better / Night
1%
-%
-%
-%
-%
1%
1%
1%
-%
-%
-%
-%
2%
*%
j
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
7
-
-
-
-
-
-
7
-
-
-
-
-
7
Wey Group International
1%
-%
-%
-%
-%
-%
-%
3%
-%
-%
-%
-%
-%
*%
jklm
4
-
*
-
*
-
-
4
*
-
-
-
*
4
Tuffnels
*%
-%
*%
-%
*%
-%
-%
1%
*%
-%
-%
-%
*%
*%
3
1
-
-
-
1
-
*
-
-
-
2
-
4
DPD
*%
1%
-%
-%
-%
*%
-%
*%
-%
-%
-%
1%
-%
*%
m
3
-
1
-
1
-
-
-
-
-
-
-
2
4
Parcels to go
*%
-%
1%
-%
1%
-%
-%
-%
-%
-%
-%
-%
2%
*%
m
m
fjm
2
-
*
-
-
-
2
-
-
-
-
-
-
2
Priority Express
*%
-%
1%
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
*%
2
-
-
-
-
-
-
-
-
-
-
-
2
2
One Post
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2%
*%
fjm
-
-
-
1
-
-
-
-
-
-
-
-
-
1
Legal Post
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
1
-
-
-
-
-
-
-
-
-
-
-
1
Fastway Couriers
-%
2%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
*
-
*
-
-
-
-
-
-
-
-
*
-
1
Haynes
*%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
*%
m
*
-
-
*
-
-
-
*
-
-
-
-
-
1
Neo Post
*%
-%
-%
1%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
m
-
-
-
1
-
-
-
-
-
-
-
-
-
1
First Post
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
ENC
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
AJG Parcels
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
Eagle Couriers
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
*
-
-
-
-
-
*
-
-
-
-
-
-
*
Yodel
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*
-
-
-
-
-
*
-
-
-
-
-
-
*
Global Mailing
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Line
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
-
*
*
-
-
-
2
-
-
-
-
-
3
None
*%
-%
1%
1%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
84
3
5
2
9
9
7
13
11
4
7
20
2
94
Other answers
6%
4%
6%
3%
11%
4%
4%
5%
10%
4%
7%
11%
2%
6%
j
adgjl
j
adfgjlm
998
54
58
68
63
158
142
196
80
87
80
122
69
1178
NET: RM Only
72%
85%
77%
79%
72%
76%
75%
70%
70%
75%
72%
69%
73%
73%
abcdefgh
im
352
9
15
16
24
47
43
78
29
27
29
50
26
392
NET: RM and other
26%
14%
20%
19%
27%
22%
23%
28%
25%
23%
26%
28%
27%
24%
jl
l
l
jl
l
l
l
jl
l
NET: Provider other than
23
*
1
2
1
4
4
3
4
3
2
2
-
25
RM only
2%
*%
1%
2%
2%
2%
2%
1%
3%
2%
2%
1%
-%
2%
l

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

|                          |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                        | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                      | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                       | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                       | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Royal Mail               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 100%                     | 97%       | 97%       | 98%       | 98%    | 98%  | 98%   | 98%   | 97% | 93%  | 100%                  | 100%       | 97%        | 98%             |
| 98%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                        | e         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11                       | 6         | 22        | 38        | 4      | 73   | 16    | 61    | 5   | *    | *                     | 1          | 3          | 72              |
| 77                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| TNT                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11%                      | 6%        | 7%        | 3%        | 7%     | 5%   | 3%    | 5%    | 8%  | 5%   | 6%                    | 10%        | 8%         | 5%              |
| 5%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 4                        | 4         | 9         | 32        | 3      | 46   | 9     | 40    | 2   | *    | 1                     | -          | 1          | 47              |
| 49                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Parcelforce              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                       | 4%        | 3%        | 3%        | 6%     | 3%   | 2%    | 4%    | 3%  | 1%   | 9%                    | -%         | 3%         | 3%              |
| 3%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcf                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7                        | 7         | 9         | 22        | 3      | 41   | 13    | 32    | 4   | 1    | *                     | 1          | 2          | 41              |
| 44                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| DHL                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8%                       | 6%        | 3%        | 2%        | 5%     | 3%   | 3%    | 3%    | 6%  | 7%   | 2%                    | 13%        | 5%         | 3%              |
| 3%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12                       | 9         | 11        | 12        | 3      | 40   | 11    | 31    | 4   | 1    | *                     | 1          | 2          | 39              |
| 43                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| UPS                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12%                      | 8%        | 4%        | 1%        | 5%     | 3%   | 2%    | 3%    | 6%  | 12%  | 2%                    | 5%         | 6%         | 3%              |
| 3%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 6                        | 9         | 9         | 15        | 1      | 38   | 10    | 29    | 3   | 1    | *                     | *          | 2          | 35              |
| 39                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| FedEx                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                       | 8%        | 3%        | 1%        | 2%     | 2%   | 2%    | 3%    | 5%  | 7%   | 2%                    | 5%         | 6%         | 2%              |
| 2%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 8                        | 6         | 9         | 7         | *      | 30   | 5     | 26    | 1   | *    | *                     | *          | *          | 30              |
| 31                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| UK Mail                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                       | 5%        | 3%        | 1%        | 1%     | 2%   | 1%    | 2%    | 2%  | 2%   | 2%                    | 3%         | 1%         | 2%              |
| 2%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                        | 4         | 6         | 11        | *      | 23   | 4     | 20    | 2   | *    | -                     | *          | 1          | 22              |
| 23                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| APC                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                       | 4%        | 2%        | 1%        | 1%     | 1%   | 1%    | 2%    | 3%  | 5%   | -%                    | 3%         | 2%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Interlink / Interlink    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                        | 5         | 3         | 10        | *      | 21   | 7     | 14    | 2   | -    | *                     | *          | 1          | 20              |
| 21                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Express / Direct         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                       | 5%        | 1%        | 1%        | *%     | 1%   | 2%    | 1%    | 3%  | -%   | 2%                    | 5%         | 3%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                        | -         | 7         | 9         | 1      | 19   | 7     | 14    | -   | -    | -                     | -          | -          | 20              |
| 20                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Hermes                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                       | -%        | 2%        | 1%        | 2%     | 1%   | 1%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ac                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | f         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                        | 4         | 7         | 4         | 2      | 18   | 9     | 11    | 1   | *    | -                     | *          | *          | 19              |
| 19                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| City Link Post           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                       | 4%        | 2%        | *%        | 3%     | 1%   | 2%    | 1%    | 1%  | 3%   | -%                    | 2%         | *%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         | b         |        |      |       |       |     |      |                       |            |            |                 |
| 3                        | 1         | 10        | 4         | 3      | 15   | 4     | 14    | 2   | *    | *                     | 1          | 1          | 15              |
| 18                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| DX                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                       | 1%        | 3%        | *%        | 4%     | 1%   | 1%    | 1%    | 4%  | 1%   | 2%                    | 8%         | 4%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| *                        | *         | 4         | 5         | *      | 9    | 1     | 8     | *   | *    | *                     | -          | -          | 9               |
| 9                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Local Courier            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                       | *%        | 1%        | *%        | *%     | 1%   | *%    | 1%    | *%  | 1%   | 2%                    | -%         | -%         | 1%              |
| 1%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                        | -         | 7         | 1         | *      | 8    | 2     | 5     | *   | -    | -                     | -          | *          | 8               |
| 8                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Pitney Bowes             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                       | -%        | 2%        | *%        | *%     | *%   | *%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                        | 2         | 4         | -         | -      | 7    | 6     | 2     | -   | -    | -                     | -          | -          | 7               |
| 7                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Freight - Better / Night |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                       | 2%        | 1%        | -%        | -%     | *%   | 1%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                        | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 2                        | -         | 2         | 4         | 2      | 5    | -     | 7     | -   | -    | -                     | -          | -          | 7               |
| 7                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Wey Group International  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

                                                                                                                                                                                                                                                                                        *%         *%         -%         -%      -%         -%         -%         1%         -%         *%     3%         *%        1%        -%         2%
                                                                                                                                                                                                                                                                                                                                                                                                                                         a
Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d
Produced by OLR
OFC1885
Issue date: 03/07/13

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 4         | *         | -         | *      | 4    | 2     | 2     | 1   | *    | -                     | *          | *          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Tuffnels                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 4%        | *%        | -%        | *%     | *%   | *%    | *%    | 1%  | 2%   | -%                    | 3%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 2         | 1         | *      | 4    | 1     | 4     | 2   | *    | -                     | *          | 1          | 3               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| DPD                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 1%        | 1%        | *%        | *%     | *%   | *%    | *%    | 2%  | 1%   | -%                    | 3%         | 3%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | *         | 3         | -      | 4    | 2     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Parcels to go                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | *%        | *%        | -%     | *%   | *%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2         | *         | -      | 2    | -     | 2     | *   | -    | -                     | -          | *          | 2               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Priority Express                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 1%        | *%        | -%     | *%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | -         | -         | -      | 2    | 2     | -     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| One Post                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | -%        | -%        | -%     | *%   | *%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | -         | 1         | *      | 1    | *     | 1     | *   | -    | *                     | -          | *          | 1               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Legal Post                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | -%        | *%        | 1%     | *%   | *%    | *%    | *%  | -%   | 2%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | *         | -         | -         | -      | 1    | 1     | -     | *   | -    | *                     | -          | -          | 1               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fastway Couriers                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | *%        | -%        | -%        | -%     | *%   | *%    | -%    | *%  | -%   | 2%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | -         | -         | *      | *    | 1     | -     | *   | -    | -                     | -          | *          | *               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Haynes                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | -%        | -%        | 1%     | *%   | *%    | -%    | 1%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | *         | *         | -      | 1    | -     | 1     | *   | -    | *                     | -          | *          | *               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neo Post                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | *%        | *%        | -%     | *%   | -%    | *%    | *%  | -%   | 2%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | *         | -      | 1    | -     | 1     | *   | -    | -                     | -          | *          | *               |
| 1                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| First Post                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%        | *%        | -%     | *%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | -         | -      | *    | -     | *     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ENC                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | -%        | -%     | *%   | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | *         | -      | *    | *     | -     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| AJG Parcels                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | -%     | *%   | *%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | *         | -         | *      | -    | -     | *     | *   | -    | *                     | -          | *          | -               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Eagle Couriers                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | *%        | -%        | *%     | -%   | -%    | *%    | *%  | -%   | 2%                    | -%         | *%         | -%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | -         | -         | -      | *    | -     | *     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Yodel                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | -%        | -%        | -%     | *%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | -%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | -         | -      | *    | -     | *     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Global Mailing                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%        | -%        | -%     | *%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | -%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| MHI (Mail Handling                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| International)                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Lynx                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fast Track                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Euro                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| UK / British Mail                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Business Post                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Parcel Line                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 3         | -      | 3    | 2     | *     | -   | -    | -                     | -          | -          | 3               |
| 3                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| None                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | -%     | *%   | *%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13                                                | 12        | 22        | 47        | 4      | 89   | 22    | 72    | 5   | -    | 1                     | 1          | 3          | 88              |
| 94                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other answers                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14%                                               | 11%       | 7%        | 4%        | 7%     | 6%   | 5%    | 6%    | 8%  | -%   | 18%                   | 8%         | 9%         | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | e         |           |        |      |       |       |     |      |                       |            |            |                 |
| aef                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| e                                                 | e         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 34                                                | 50        | 174       | 920       | 43     | 1135 | 361   | 816   | 40  | 5    | 5                     | 5          | 25         | 1138            |
| 1178                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: RM Only                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 36%                                               | 47%       | 60%       | 83%       | 72%    | 73%  | 78%   | 72%   | 62% | 59%  | 68%                   | 52%        | 64%        | 74%             |
| 73%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                | bcd       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcef                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 61                                                | 52        | 107       | 171       | 15     | 377  | 93    | 299   | 23  | 3    | 2                     | 5          | 13         | 369             |
| 392                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: RM and other                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 64%                                               | 50%       | 37%       | 15%       | 26%    | 24%  | 20%   | 26%   | 36% | 34%  | 32%                   | 48%        | 33%        | 24%             |
| 24%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Provider other than                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 10        | 13        | 1      | 24   | 3     | 22    | 2   | 1    | -                     | -          | 1          | 24              |
| 25                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| RM only                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 2%        | 3%        | 1%        | 2%     | 2%   | 1%    | 2%    | 3%  | 7%   | -%                    | -%         | 3%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Royal Mail
97%
100%
95%
100%
100%
95%
89%
99%
98%
100%
98%
100%
98%
98%
98%
98%
98%
b
b
c
c
c
41
32
14
59
5
6
6
5
56
*
3
10
12
5
21
25
77
TNT
19%
18%
11%
21%
16%
14%
13%
6%
4%
3%
10%
13%
5%
2%
7%
4%
5%
b
a
a
a
ac
abcd
ac
20
25
9
36
1
2
1
-
45
*
*
3
1
6
8
30
49
Parcelforce
9%
14%
7%
13%
5%
6%
2%
-%
3%
3%
1%
4%
1%
3%
3%
4%
3%
b
b
d
d
28
17
18
26
*
4
5
8
28
*
1
1
5
9
6
23
44
DHL
13%
9%
15%
10%
1%
9%
11%
10%
2%
1%
3%
1%
2%
4%
2%
3%
3%
a
a
a
23
20
16
27
1
8
5
2
27
*
3
6
5
4
12
13
43
UPS
10%
11%
13%
10%
2%
18%
13%
3%
2%
1%
9%
8%
2%
2%
4%
2%
3%
abe
ab
acd
acd
27
11
16
22
3
5
5
1
25
1
*
2
5
10
10
9
39
FedEx
12%
6%
13%
8%
10%
12%
12%
1%
2%
13%
1%
3%
2%
4%
3%
1%
2%
a
ab
ab
ab
a
a
24
5
15
14
7
2
1
5
16
*
*
7
5
7
6
5
31
UK Mail
11%
3%
13%
5%
23%
4%
3%
6%
1%
1%
2%
10%
2%
3%
2%
1%
2%
a
a
abcd
a
a
abcdf
a
17
6
6
17
2
2
5
1
14
-
*
7
2
7
3
5
23
APC
8%
4%
5%
6%
5%
5%
11%
1%
1%
-%
1%
8%
1%
3%
1%
1%
1%
a
a
ab
abcdf
a
Interlink / Interlink
9
11
5
15
2
1
2
4
13
-
*
2
6
4
5
4
21
Express / Direct
4%
6%
4%
5%
7%
2%
4%
5%
1%
-%
1%
2%
3%
2%
2%
1%
1%
a
a
a
a
6
13
4
15
3
4
-
3
10
-
1
2
2
2
3
10
20
Hermes
3%
7%
3%
5%
12%
8%
-%
4%
1%
-%
5%
3%
1%
1%
1%
1%
1%
b
ac
ac
a
abcd
9
10
8
12
2
4
2
-
11
*
1
3
4
1
2
8
19
City Link Post
4%
6%
6%
4%
7%
9%
6%
-%
1%
2%
5%
4%
2%
1%
1%
1%
1%
ab
ab
ab
abc
bc
5
10
5
10
*
1
*
2
14
*
3
2
5
6
1
*
18
DX
2%
6%
4%
4%
2%
1%
*%
3%
1%
2%
9%
3%
2%
3%
*%
*%
1%
abcde
ab
a
ab
5
4
5
4
-
*
-
-
8
-
-
-
4
2
*
2
9
Local Courier
2%
2%
4%
1%
-%
1%
-%
-%
1%
-%
-%
-%
2%
1%
*%
*%
1%
ab
2
1
2
1
-
2
-
1
5
-
2
1
4
-
1
-
8
Pitney Bowes
1%
1%
1%
*%
-%
4%
-%
2%
*%
-%
6%
2%
2%
-%
*%
-%
*%
a
a
abcd
ac
a
4
4
4
4
-
4
-
-
4
-
-
-
2
2
2
2
7
Freight - Better / Night
2%
2%
3%
1%
-%
9%
-%
-%
*%
-%
-%
-%
1%
1%
1%
*%
*%
abc
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
7
-
4
4
-
-
2
-
5
-
-
-
-
4
-
4
7
Wey Group International
3%
-%
3%
1%
-%
-%
4%
-%
*%
-%
-%
-%
-%
2%
-%
*%
*%
a
ab
b
2
2
2
2
*
2
2
*
-
-
-
*
2
*
-
2
4
Tuffnels
1%
1%
2%
1%
1%
4%
4%
*%
-%
-%
-%
*%
1%
*%
-%
*%
*%
a
a
a
a
1
3
1
3
*
*
*
*
3
-
*
*
*
-
1
2
4
DPD
1%
2%
*%
1%
*%
*%
1%
*%
*%
-%
1%
1%
*%
-%
*%
*%
*%
*
4
*
4
-
-
-
-
4
-
-
-
*
-
-
4
4
Parcels to go
*%
2%
*%
1%
-%
-%
-%
-%
*%
-%
-%
-%
*%
-%
-%
*%
*%
2
1
2
1
-
-
-
2
1
-
-
-
*
-
2
-
2
Priority Express
1%
*%
1%
*%
-%
-%
-%
2%
*%
-%
-%
-%
*%
-%
1%
-%
*%
a
a
-
2
-
2
-
-
2
-
-
2
-
-
-
-
-
-
2
One Post
-%
1%
-%
1%
-%
-%
4%
-%
-%
18%
-%
-%
-%
-%
-%
-%
*%
ab
1
*
1
*
-
*
-
-
1
*
*
*
-
-
-
*
1
Legal Post
*%
*%
1%
*%
-%
*%
-%
-%
*%
1%
*%
1%
-%
-%
-%
*%
*%
-
1
-
1
1
-
*
-
-
-
*
-
1
-
-
-
1
Fastway Couriers
-%
1%
-%
*%
2%
-%
1%
-%
-%
-%
*%
-%
*%
-%
-%
-%
*%
a
a
1
-
-
1
*
-
-
-
*
-
-
1
-
-
-
-
1
Haynes
*%
-%
-%
*%
1%
-%
-%
-%
*%
-%
-%
1%
-%
-%
-%
-%
*%
a
a
-
*
-
*
-
-
-
-
1
-
-
*
*
-
*
-
1
Neo Post
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
-%
*%
*%
-%
*%
-%
*%
1
-
1
-
-
*
-
-
*
-
*
*
-
-
-
-
1
First Post
*%
-%
*%
-%
-%
*%
-%
-%
*%
-%
*%
1%
-%
-%
-%
-%
*%
-
*
-
*
-
-
-
*
-
-
-
-
-
*
-
-
*
ENC
-%
*%
-%
*%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
-%
-%
*%
a
-
*
*
-
-
-
-
-
*
-
-
-
-
-
-
*
*
AJG Parcels
-%
*%
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
-
*
-
*
-
-
-
*
*
-
*
-
-
*
-
-
*
Eagle Couriers
-%
*%
-%
*%
-%
-%
-%
*%
*%
-%
*%
-%
-%
*%
-%
-%
*%
-
*
-
*
-
-
-
-
*
-
-
*
-
-
-
-
*
Yodel
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
-%
*%
-%
-%
-%
-%
*%
-
*
-
*
*
-
-
-
-
-
*
-
-
-
-
-
*
Global Mailing
-%
*%
-%
*%
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
a
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Line
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
3
-
-
-
-
-
-
3
3
None
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
54
33
28
60
6
7
5
11
64
*
4
3
16
11
25
36
94
Other answers
25%
19%
23%
22%
20%
17%
12%
15%
5%
4%
14%
4%
7%
4%
8%
5%
6%
a
a
a
a
ace
-
-
-
-
7
10
9
36
1116
6
17
34
152
170
222
578
1178
NET: RM Only
-%
-%
-%
-%
23%
23%
21%
48%
79%
58%
57%
43%
70%
71%
71%
80%
73%
cde
bcde
ef
ef
ef
bcdef
211
179
117
274
23
31
29
38
271
4
12
44
62
65
83
123
392
NET: RM and other
97%
100%
95%
100%
77%
72%
68%
51%
19%
42%
41%
56%
28%
27%
26%
17%
24%
b
b
ab
ab
ab
a
abcd
abcdf
a
a
a
NET: Provider other than
6
-
6
-
*
2
5
1
18
-
-
*
4
4
6
11
25
RM only
3%
-%
5%
-%
*%
5%
11%
1%
1%
-%
-%
*%
2%
2%
2%
2%
2%
a
a
abe
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Royal Mail
100%
100%
98%
98%
98%
98%
99%
97%
98%
98%
98%
99%
97%
98%
98%
d
d
d
d
d
55
63
21
71
54
57
18
57
70
45
68
27
14
36
77
TNT
5%
5%
9%
5%
8%
5%
5%
8%
5%
5%
5%
5%
5%
4%
5%
b
b
abcef
32
34
10
47
36
36
11
46
45
35
43
9
12
28
49
Parcelforce
3%
3%
4%
3%
5%
3%
3%
6%
3%
4%
3%
2%
4%
4%
3%
b
abcef
c
30
34
28
39
35
28
14
35
39
26
39
14
8
23
44
DHL
3%
3%
12%
3%
5%
2%
4%
5%
3%
3%
3%
3%
3%
3%
3%
ab
b
abcf
34
33
24
38
31
32
15
35
40
25
40
16
9
18
43
UPS
3%
3%
10%
3%
5%
3%
4%
5%
3%
3%
3%
3%
3%
2%
3%
ab
b
abcf
28
34
20
37
29
29
18
35
37
25
35
18
6
15
39
FedEx
3%
3%
9%
2%
4%
2%
5%
5%
2%
3%
2%
4%
2%
2%
2%
ab
b
acf
abcf
23
23
8
30
25
27
9
26
31
18
30
11
8
11
31
UK Mail
2%
2%
3%
2%
4%
2%
2%
4%
2%
2%
2%
2%
3%
1%
2%
b
abc
19
17
4
22
19
23
17
22
23
10
23
7
6
10
23
APC
2%
1%
2%
1%
3%
2%
4%
3%
2%
1%
2%
1%
2%
1%
1%
b
abcf
abc
Interlink / Interlink
18
12
1
21
10
20
5
17
21
12
21
7
3
11
21
Express / Direct
2%
1%
1%
1%
1%
2%
1%
2%
1%
1%
1%
1%
1%
1%
1%
15
12
3
18
14
15
3
18
16
9
14
14
2
4
20
Hermes
1%
1%
1%
1%
2%
1%
1%
2%
1%
1%
1%
3%
1%
1%
1%
abcef
a
18
15
6
19
13
16
13
17
19
15
19
7
4
8
19
City Link Post
2%
1%
3%
1%
2%
1%
3%
2%
1%
2%
1%
1%
1%
1%
1%
abcf
15
13
2
17
11
17
8
9
18
17
17
14
3
*
18
DX
1%
1%
1%
1%
2%
1%
2%
1%
1%
2%
1%
3%
1%
*%
1%
a
a
6
7
3
7
8
8
3
8
7
6
7
4
1
5
9
Local Courier
1%
1%
1%
*%
1%
1%
1%
1%
*%
1%
*%
1%
*%
1%
1%
b
3
3
1
8
6
8
4
7
8
8
8
2
4
2
8
Pitney Bowes
*%
*%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
*%
*%
a
7
6
2
7
6
7
2
6
7
6
7
2
2
4
7
Freight - Better / Night
1%
*%
1%
1%
1%
1%
*%
1%
*%
1%
1%
*%
1%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
4
7
2
7
4
5
2
5
7
5
7
4
-
4
7
Wey Group International
*%
1%
1%
*%
1%
*%
*%
1%
*%
1%
*%
1%
-%
*%
*%
4
2
*
4
2
2
2
4
4
2
4
*
-
4
4
Tuffnels
*%
*%
*%
*%
*%
*%
1%
1%
*%
*%
*%
*%
-%
1%
*%
4
2
2
4
2
4
1
2
4
2
4
1
*
3
4
DPD
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
4
4
1
4
1
3
-
1
4
4
4
2
-
2
4
Parcels to go
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
*%
*%
2
2
1
2
1
2
*
2
2
2
2
2
-
*
2
Priority Express
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
2
-
-
2
-
2
-
2
2
2
2
2
-
-
2
One Post
*%
-%
-%
*%
-%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
*
1
*
1
*
1
1
*
1
1
1
*
1
*
1
Legal Post
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
1
1
1
1
1
1
1
1
1
1
1
1
-
*
1
Fastway Couriers
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
1
1
-
1
*
*
-
*
1
1
1
1
-
-
1
Haynes
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
-
*
*
1
1
1
*
1
1
1
1
*
*
*
1
Neo Post
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*
1
-
1
*
1
*
*
1
1
1
*
*
-
1
First Post
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*
*
-
*
*
*
*
*
*
*
*
*
-
-
*
ENC
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
*
-
*
*
*
-
-
*
*
-
*
-
-
*
AJG Parcels
-%
*%
-%
*%
*%
*%
-%
-%
*%
*%
-%
*%
-%
-%
*%
*
*
*
*
*
*
*
*
*
*
*
-
*
*
*
Eagle Couriers
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*
-
-
*
*
*
-
*
*
*
*
*
-
-
*
Yodel
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
*
*
*
*
*
*
*
*
*
*
*
*
-
-
*
Global Mailing
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Line
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
3
3
None
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
70
65
28
89
65
72
39
78
88
54
88
35
16
40
94
Other answers
6%
5%
12%
6%
10%
6%
10%
11%
6%
6%
6%
7%
6%
5%
6%
b
b
abcf
abcf
762
884
115
1083
381
930
239
390
1103
631
1086
337
196
636
1178
NET: RM Only
71%
74%
49%
73%
57%
73%
63%
53%
73%
70%
74%
68%
69%
78%
73%
ac
c
de
d
de
de
bde
bc
313
310
115
372
272
315
136
315
375
259
369
155
78
156
392
NET: RM and other
29%
26%
49%
25%
41%
25%
36%
43%
25%
29%
25%
31%
28%
19%
24%
ab
b
abcf
abcef
acf
a
a
NET: Provider other than
-
-
3
21
13
19
5
22
19
14
17
5
6
12
25
RM only
-%
-%
1%
1%
2%
1%
1%
3%
1%
2%
1%
1%
2%
2%
2%
abcf

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Royal Mail
98%
98%
99%
98%
98%
98%
100%
98%
98%
98%
98%
98%
100%
100%
100%
98%
56
9
11
30
77
57
-
77
68
77
69
77
57
1
16
77
TNT
5%
4%
8%
8%
5%
6%
-%
5%
6%
5%
5%
5%
4%
4%
6%
5%
b
32
7
9
14
49
40
-
49
48
47
47
45
35
-
6
49
Parcelforce
3%
3%
7%
4%
3%
4%
-%
3%
4%
3%
4%
3%
3%
-%
2%
3%
c
31
7
6
27
42
29
-
44
33
42
37
42
32
1
8
44
DHL
3%
3%
4%
7%
3%
3%
-%
3%
3%
3%
3%
3%
2%
4%
3%
3%
ab
26
4
11
25
43
30
-
43
36
41
35
41
30
3
8
43
UPS
2%
2%
8%
7%
3%
3%
-%
3%
3%
3%
3%
3%
2%
9%
3%
3%
bc
ab
c
26
8
4
16
39
28
-
39
32
39
33
39
32
*
5
39
FedEx
2%
3%
3%
5%
2%
3%
-%
2%
3%
2%
2%
2%
2%
*%
2%
2%
b
13
*
18
9
31
18
-
31
26
31
29
31
21
2
7
31
UK Mail
1%
*%
12%
2%
2%
2%
-%
2%
2%
2%
2%
2%
2%
5%
3%
2%
bc
18
4
2
5
23
13
-
23
23
23
22
23
17
2
3
23
APC
1%
1%
1%
1%
1%
1%
-%
1%
2%
1%
2%
1%
1%
6%
1%
1%
c
Interlink / Interlink
16
2
4
7
21
10
-
21
14
21
18
21
17
-
3
21
Express / Direct
1%
1%
3%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
12
-
8
6
20
17
-
20
17
20
20
20
15
1
5
20
Hermes
1%
-%
6%
2%
1%
2%
-%
1%
1%
1%
1%
1%
1%
4%
2%
1%
bc
16
1
2
6
19
9
-
19
18
19
17
19
18
1
2
19
City Link Post
1%
*%
1%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
4%
1%
1%
13
2
2
2
18
9
-
18
13
18
18
18
9
2
4
18
DX
1%
1%
1%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
6%
1%
1%
c
4
2
2
2
9
6
-
9
7
9
8
9
7
-
1
9
Local Courier
*%
1%
1%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
7
-
*
3
8
4
-
8
5
8
8
8
3
-
-
8
Pitney Bowes
1%
-%
*%
1%
*%
*%
-%
*%
*%
*%
1%
*%
*%
-%
-%
*%
6
2
-
2
7
6
-
7
7
7
6
7
7
-
-
7
Freight - Better / Night
*%
1%
-%
1%
*%
1%
-%
*%
1%
*%
*%
*%
1%
-%
-%
*%
5
-
2
4
7
5
-
7
7
7
5
7
5
-
2
7
Wey Group International
*%
-%
1%
1%
*%
1%
-%
*%
1%
*%
*%
*%
*%
-%
1%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
4
-
*
2
4
2
-
4
4
4
4
4
4
-
-
4
Tuffnels
*%
-%
*%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
4
-
1
2
4
2
-
4
4
4
2
4
3
-
1
4
DPD
*%
-%
*%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
4
-
*
1
4
2
-
4
2
4
4
4
3
-
1
4
Parcels to go
*%
-%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
2
-
*
1
2
*
-
2
2
2
2
2
2
-
*
2
Priority Express
*%
-%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
-
-
2
-
-
-
-
2
2
2
2
2
2
-
-
2
One Post
-%
-%
1%
-%
-%
-%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
c
1
*
-
1
1
1
-
1
1
1
1
1
*
-
1
1
Legal Post
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
-
1
1
1
1
-
1
1
1
1
1
1
-
-
1
Fastway Couriers
*%
-%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
*
-
-
1
1
-
1
1
1
1
1
*
-
*
1
Haynes
*%
*%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
1
-
-
*
1
1
-
1
1
1
1
1
*
-
-
1
Neo Post
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
*
*
1
1
1
-
1
*
1
1
1
*
-
*
1
First Post
-%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
-
-
-
*
*
-
*
*
*
-
*
*
-
-
*
ENC
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
-%
*%
*%
-%
-%
*%
*
-
-
*
*
*
-
*
*
*
*
*
*
-
-
*
AJG Parcels
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
*
*
-
*
*
-
*
*
*
*
*
*
*
-
*
Eagle Couriers
-%
*%
*%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*
-
-
-
*
-
-
*
*
*
*
*
*
-
-
*
Yodel
*%
-%
-%
-%
*%
-%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
-
-
*
*
*
-
*
*
*
*
*
*
-
-
*
Global Mailing
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Line
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
3
-
-
2
3
2
-
3
2
3
2
3
-
-
-
3
None
*%
-%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
66
10
16
37
92
63
-
94
82
92
81
92
60
2
22
94
Other answers
5%
4%
11%
10%
6%
7%
-%
6%
7%
6%
6%
6%
5%
5%
9%
6%
bc
ab
c
909
191
76
210
1147
616
2
1166
840
1148
970
1143
976
25
187
1178
NET: RM Only
75%
80%
52%
59%
73%
69%
100%
73%
70%
73%
72%
73%
76%
69%
72%
73%
a
a
ac
c
279
44
69
141
386
258
-
392
334
385
345
383
310
11
74
392
NET: RM and other
23%
18%
47%
39%
25%
29%
-%
25%
28%
25%
26%
25%
24%
31%
28%
24%
bc
ab
b
NET: Provider other than
18
5
1
5
25
15
-
25
22
25
24
25
-
-
-
25
RM only
1%
2%
1%
1%
2%
2%
-%
2%
2%
2%
2%
2%
-%
-%
-%
2%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Royal Mail
82%
93%
100%
100%
100%
100%
95%
98%
99%
97%
99%
100%
91%
98%
a
a
*
59
48
24
2
49
2
75
20
57
44
9
24
77
TNT
1%
16%
4%
6%
2%
5%
2%
5%
4%
5%
3%
8%
12%
5%
c
c
2
43
30
12
6
28
-
49
12
37
25
4
20
49
Parcelforce
28%
11%
3%
3%
5%
3%
-%
3%
2%
3%
2%
4%
10%
3%
c
1
40
29
12
2
30
*
44
10
34
22
2
21
44
DHL
16%
11%
2%
3%
2%
3%
*%
3%
2%
3%
2%
1%
10%
3%
bc
2
39
23
18
1
29
-
43
11
32
23
3
17
43
UPS
22%
10%
2%
5%
1%
3%
-%
3%
2%
3%
2%
3%
8%
3%
b
c
1
35
22
15
7
24
-
39
11
28
19
6
14
39
FedEx
16%
9%
2%
4%
5%
2%
-%
3%
2%
3%
1%
6%
7%
2%
b
a
c
c
-
29
17
12
-
20
-
31
6
25
12
5
14
31
UK Mail
-%
8%
1%
3%
-%
2%
-%
2%
1%
2%
1%
5%
7%
2%
b
c
c
-
23
13
10
2
13
-
23
6
17
12
2
10
23
APC
-%
6%
1%
2%
2%
1%
-%
2%
1%
2%
1%
2%
5%
1%
c
Interlink / Interlink
-
19
16
4
2
13
-
21
6
15
12
*
9
21
Express / Direct
-%
5%
1%
1%
1%
1%
-%
1%
1%
1%
1%
*%
4%
1%
c
-
16
10
11
2
14
-
20
10
10
4
7
9
20
Hermes
-%
4%
1%
3%
1%
1%
-%
1%
2%
1%
*%
7%
4%
1%
b
c
c
2
14
13
7
-
13
-
19
3
16
11
1
7
19
City Link Post
30%
4%
1%
2%
-%
1%
-%
1%
1%
1%
1%
1%
3%
1%
c
1
16
9
6
1
7
1
16
5
12
14
*
2
18
DX
16%
4%
1%
2%
1%
1%
1%
1%
1%
1%
1%
*%
1%
1%
-
8
6
3
2
2
-
9
2
7
5
-
4
9
Local Courier
-%
2%
1%
1%
2%
*%
-%
1%
*%
1%
*%
-%
2%
1%
a
c
-
7
3
-
-
3
-
8
2
6
7
-
*
8
Pitney Bowes
-%
2%
*%
-%
-%
*%
-%
1%
*%
1%
1%
-%
*%
*%
-
6
6
2
-
2
-
7
2
6
-
4
4
7
Freight - Better / Night
-%
2%
*%
*%
-%
*%
-%
1%
*%
1%
-%
3%
2%
*%
c
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
-
7
4
4
-
5
-
7
-
7
5
-
2
7
Wey Group International
-%
2%
*%
1%
-%
1%
-%
*%
-%
1%
*%
-%
1%
*%
-
4
2
2
-
*
-
4
*
4
*
-
4
4
Tuffnels
-%
1%
*%
*%
-%
*%
-%
*%
*%
*%
*%
-%
2%
*%
c
-
4
4
*
*
3
-
4
1
3
3
*
1
4
DPD
-%
1%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
1%
*%
-
4
3
1
-
3
-
4
*
4
3
-
1
4
Parcels to go
-%
1%
*%
*%
-%
*%
-%
*%
*%
*%
*%
-%
*%
*%
-
2
2
1
2
*
-
2
2
*
2
-
*
2
Priority Express
-%
1%
*%
*%
1%
*%
-%
*%
*%
*%
*%
-%
*%
*%
a
a
-
2
2
-
-
2
-
2
2
-
-
-
2
2
One Post
-%
*%
*%
-%
-%
*%
-%
*%
*%
-%
-%
-%
1%
*%
a
c
-
1
1
*
*
*
-
1
1
*
-
*
1
1
Legal Post
-%
*%
*%
*%
*%
*%
-%
*%
*%
*%
-%
*%
1%
*%
c
-
1
*
1
-
-
-
1
-
1
*
-
1
1
Fastway Couriers
-%
*%
*%
*%
-%
-%
-%
*%
-%
*%
*%
-%
*%
*%
-
*
-
1
*
*
-
1
-
1
*
*
-
1
Haynes
-%
*%
-%
*%
*%
*%
-%
*%
-%
*%
*%
*%
-%
*%
-
1
*
-
-
*
-
1
-
1
1
-
*
1
Neo Post
-%
*%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
*%
*%
-
1
*
*
1
-
-
1
*
*
-
-
1
1
First Post
-%
*%
*%
*%
*%
-%
-%
*%
*%
*%
-%
-%
*%
*%
a
*
-
*
-
-
-
-
*
-
*
-
*
-
*
ENC
6%
-%
*%
-%
-%
-%
-%
*%
-%
*%
-%
*%
-%
*%
c
-
*
-
*
-
-
-
*
-
*
-
-
*
*
AJG Parcels
-%
*%
-%
*%
-%
-%
-%
*%
-%
*%
-%
-%
*%
*%
-
*
*
-
-
*
-
*
-
*
*
-
-
*
Eagle Couriers
-%
*%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
*
-
-
*
-
*
-
*
-
*
-
*
-
*
Yodel
2%
-%
-%
*%
-%
*%
-%
*%
-%
*%
-%
*%
-%
*%
-
-
*
-
-
*
-
*
-
*
*
-
-
*
Global Mailing
-%
-%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Line
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
2
-
-
-
-
1
2
1
2
3
-
-
3
None
-%
1%
-%
-%
-%
-%
1%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
86
49
35
6
55
4
89
25
68
47
11
33
94
Other answers
22%
23%
4%
9%
5%
5%
4%
6%
5%
6%
4%
11%
16%
6%
b
c
c
-
-
920
258
92
785
99
1079
393
784
1041
60
67
1178
NET: RM Only
-%
-%
78%
65%
75%
76%
92%
72%
77%
72%
81%
58%
33%
73%
a
a
a
ab
a
7
348
255
137
31
253
4
388
109
283
228
44
120
392
NET: RM and other
82%
93%
22%
35%
25%
24%
3%
26%
21%
26%
18%
42%
58%
24%
b
b
c
bc
NET: Provider other than
1
20
-
-
-
-
*
25
4
22
7
*
18
25
RM only
18%
5%
-%
-%
-%
-%
*%
2%
1%
2%
1%
*%
9%
2%
bc
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
387
396
400
387
1570
Royal Mail
97%
97%
99%
99%
98%
cd
c
13
13
29
22
77
TNT
3%
3%
7%
6%
5%
cd
13
12
8
16
49
Parcelforce
3%
3%
2%
4%
3%
11
10
15
9
44
DHL
3%
2%
4%
2%
3%
6
14
8
14
43
UPS
2%
3%
2%
4%
3%
5
10
17
6
39
FedEx
1%
3%
4%
2%
2%
ad
13
5
9
4
31
UK Mail
3%
1%
2%
1%
2%
ac
2
5
10
5
23
APC
1%
1%
3%
1%
1%
d
Interlink / Interlink
4
6
3
8
21
Express / Direct
1%
2%
1%
2%
1%
8
4
3
5
20
Hermes
2%
1%
1%
1%
1%
5
1
5
9
19
City Link Post
1%
*%
1%
2%
1%
c
*
2
1
14
18
DX
*%
*%
*%
4%
1%
bcd
-
2
5
2
9
Local Courier
-%
1%
1%
1%
1%
d
-
4
3
1
8
Pitney Bowes
-%
1%
1%
*%
*%
2
4
-
2
7
Freight - Better / Night
*%
1%
-%
*%
*%
b
2
2
2
2
7
Wey Group International
*%
*%
*%
*%
*%
-
*
2
2
4
Tuffnels
-%
*%
1%
*%
*%
3
1
1
*
4
DPD
1%
*%
*%
*%
*%
Columns Tested: a,b,c,d

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
2
-
-
2
4
Parcels to go
*%
-%
-%
1%
*%
*
-
-
2
2
Priority Express
*%
-%
-%
*%
*%
-
-
-
2
2
One Post
-%
-%
-%
*%
*%
-
-
1
*
1
Legal Post
-%
-%
*%
*%
*%
*
1
-
-
1
Fastway Couriers
*%
*%
-%
-%
*%
-
-
-
1
1
Haynes
-%
-%
-%
*%
*%
-
*
-
*
1
Neo Post
-%
*%
-%
*%
*%
-
-
*
*
1
First Post
-%
-%
*%
*%
*%
-
-
-
*
*
ENC
-%
-%
-%
*%
*%
*
-
-
-
*
AJG Parcels
*%
-%
-%
-%
*%
-
-
-
*
*
Eagle Couriers
-%
-%
-%
*%
*%
-
-
*
-
*
Yodel
-%
-%
*%
-%
*%
-
-
-
*
*
Global Mailing
-%
-%
-%
*%
*%
MHI (Mail Handling
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-
-
-
-
-
Parcel Line
-%
-%
-%
-%
-%
*
2
-
-
3
None
*%
1%
-%
-%
*%
Columns Tested: a,b,c,d

## Qv4. And Who Does Your Organisation Use For Its Mail Service? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
14
26
34
20
94
Other answers
3%
6%
8%
5%
6%
d
305
311
284
277
1178
NET: RM Only
77%
76%
70%
71%
73%
81
85
115
110
392
NET: RM and other
20%
21%
29%
28%
24%
cd
cd
NET: Provider other than
7
12
3
4
25
RM only
2%
3%
1%
1%
2%
b
Columns Tested: a,b,c,d

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
k
j
*i
*h
g
f
e
d
*c
b
*a
Significance Level: 95%
293
29
40
48
25
29
36
62
37
30
22
33
19
410
Unweighted total
357
9
15
17
24
49
43
78
31
27
30
50
26
398
Weighted total
244
7
11
11
16
31
30
58
19
17
15
38
20
274
Royal Mail
68%
78%
74%
67%
66%
64%
70%
74%
62%
64%
50%
76%
79%
69%
13
-
*
*
-
2
-
4
-
1
2
4
-
14
UK Mail
4%
-%
3%
1%
-%
4%
-%
5%
-%
6%
6%
8%
-%
4%
10
-
*
-
-
4
-
-
1
1
2
-
2
11
FedEx
3%
-%
3%
-%
-%
9%
-%
-%
4%
5%
6%
-%
7%
3%
11
-
-
-
1
*
2
2
1
-
2
2
-
11
UPS
3%
-%
-%
-%
6%
1%
4%
3%
4%
-%
6%
4%
-%
3%
7
-
*
2
1
-
*
4
-
-
-
1
2
9
TNT
2%
-%
1%
9%
6%
-%
*%
5%
-%
-%
-%
1%
7%
2%
m
6
-
1
*
-
2
-
-
*
-
4
-
-
7
Parcelforce
2%
-%
7%
3%
-%
4%
-%
-%
1%
-%
12%
-%
-%
2%
f
6
-
*
1
-
4
-
-
-
-
2
-
-
7
City Link Post
2%
-%
1%
6%
-%
9%
-%
-%
-%
-%
6%
-%
-%
2%
6
-
*
-
-
-
2
-
3
-
2
-
-
6
DHL
2%
-%
1%
-%
-%
-%
4%
-%
8%
-%
7%
-%
-%
2%
fjm
5
-
*
*
-
-
-
2
3
-
-
1
-
6
APC
1%
-%
3%
3%
-%
-%
-%
2%
8%
-%
-%
1%
-%
2%
m
Interlink / Interlink
5
-
*
*
1
-
2
-
-
1
*
-
-
5
Express / Direct
1%
-%
3%
1%
6%
-%
4%
-%
-%
5%
*%
-%
-%
1%
4
1
-
*
*
-
2
-
-
2
*
-
-
5
DX
1%
11%
-%
3%
1%
-%
4%
-%
-%
6%
*%
-%
-%
1%
fm
4
-
-
-
-
2
-
2
-
-
-
-
-
4
Hermes
1%
-%
-%
-%
-%
4%
-%
2%
-%
-%
-%
-%
-%
1%
4
-
-
-
-
2
2
-
-
-
-
-
-
4
Freight - Better / Night
1%
-%
-%
-%
-%
4%
4%
-%
-%
-%
-%
-%
-%
1%
4
-
-
-
-
-
-
4
-
-
-
-
-
4
Wey Group International
1%
-%
-%
-%
-%
-%
-%
5%
-%
-%
-%
-%
-%
1%
m
3
*
-
-
-
-
-
-
-
3
-
-
-
3
Local Courier
1%
6%
-%
-%
-%
-%
-%
-%
-%
10%
-%
-%
-%
1%
fjkm
2
-
*
-
-
-
-
2
*
-
-
-
-
2
Tuffnels
1%
-%
1%
-%
-%
-%
-%
2%
1%
-%
-%
-%
-%
1%
2
-
-
-
-
-
2
-
-
-
-
-
-
2
Pitney Bowes
1%
-%
-%
-%
-%
-%
4%
-%
-%
-%
-%
-%
-%
*%
m
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
k
j
*i
*h
g
f
e
d
*c
b
*a
Significance Level: 95%
293
29
40
48
25
29
36
62
37
30
22
33
19
410
Unweighted total
357
9
15
17
24
49
43
78
31
27
30
50
26
398
Weighted total
2
-
-
-
-
-
2
-
-
-
-
-
-
2
Priority Express
1%
-%
-%
-%
-%
-%
4%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
1
-
-
-
-
-
-
-
-
-
1
First Post
-%
-%
-%
4%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
*
-
-
-
-
-
-
-
-
-
-
*
Parcels to go
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
Legal Post
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
AJG Parcels
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
*
-
-
-
-
*
-
*
-
-
-
-
-
*
DPD
*%
-%
-%
-%
-%
1%
-%
*%
-%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
k
j
*i
*h
g
f
e
d
*c
b
*a
Significance Level: 95%
293
29
40
48
25
29
36
62
37
30
22
33
19
410
Unweighted total
357
9
15
17
24
49
43
78
31
27
30
50
26
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Haynes
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
19
1
*
*
4
-
-
4
4
-
2
4
2
21
Other answers
5%
11%
1%
3%
17%
-%
-%
5%
12%
-%
6%
8%
7%
5%
dgk
244
7
11
11
16
31
30
58
19
17
15
38
20
274
NET: RM
68%
78%
74%
67%
66%
64%
70%
74%
62%
64%
50%
76%
79%
69%
NET: Provider other than
113
2
4
5
8
18
13
21
12
10
15
12
6
124
RM
32%
22%
26%
33%
34%
36%
30%
26%
38%
36%
50%
24%
21%
31%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 90                                                | 57        | 107                     | 156       | 34     | 376 | 115   | 295   | 139 | 17   | 14                    | 27         | 81         | 271             |
| 410                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 53        | 110                     | 174       | 16     | 382 | 95    | 303   | 23  | 3    | 2                     | 5          | 13         | 374             |
| 398                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 34                                                | 36        | 65                      | 139       | 12     | 261 | 67    | 206   | 17  | 2    | 2                     | 3          | 10         | 256             |
| 274                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Royal Mail                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 55%                                               | 68%       | 60%                     | 80%       | 76%    | 68% | 71%   | 68%   | 75% | 84%  | 81%                   | 74%        | 72%        | 68%             |
| 69%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bd                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 2         | 4                       | 1         | *      | 14  | 2     | 12    | *   | -    | *                     | -          | *          | 14              |
| 14                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UK Mail                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10%                                               | 4%        | 4%                      | 1%        | 1%     | 4%  | 3%    | 4%    | 2%  | -%   | 5%                    | -%         | 2%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 5         | 1                       | 2         | -      | 11  | 2     | 9     | -   | -    | -                     | -          | -          | 11              |
| 11                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| FedEx                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | 10%       | 1%                      | 1%        | -%     | 3%  | 2%    | 3%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| f                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | -         | 3                       | 2         | *      | 10  | 2     | 9     | 1   | *    | -                     | -          | *          | 10              |
| 11                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UPS                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9%                                                | -%        | 3%                      | 1%        | 2%     | 3%  | 2%    | 3%    | 3%  | 11%  | -%                    | -%         | 2%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ac                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | -         | 3                       | 2         | *      | 9   | 2     | 7     | 1   | *    | *                     | -          | 1          | 8               |
| 9                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| TNT                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | -%        | 3%                      | 1%        | 1%     | 2%  | 3%    | 2%    | 4%  | 5%   | 15%                   | -%         | 4%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | 3                       | 4         | -      | 7   | 1     | 6     | *   | -    | -                     | -          | *          | 7               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcelforce                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | 3%                      | 3%        | -%     | 2%  | 1%    | 2%    | 1%  | -%   | -%                    | -%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | 5                       | -         | -      | 7   | 5     | 2     | *   | -    | -                     | -          | *          | 7               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| City Link Post                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 4%        | 4%                      | -%        | -%     | 2%  | 5%    | 1%    | *%  | -%   | -%                    | -%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ad                                                | ad        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 3                       | 2         | -      | 6   | 1     | 5     | *   | -    | -                     | *          | *          | 6               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DHL                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | 2%                      | 1%        | -%     | 2%  | 1%    | 2%    | 1%  | -%   | -%                    | 2%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 3                       | 2         | *      | 6   | 2     | 4     | 1   | -    | -                     | *          | *          | 5               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| APC                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | 3%                      | 1%        | 2%     | 2%  | 2%    | 1%    | 3%  | -%   | -%                    | 7%         | 3%         | 1%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Interlink / Interlink                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 2                       | -         | *      | 5   | 1     | 5     | 1   | -    | -                     | *          | *          | 5               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Express / Direct                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | 4%        | 2%                      | -%        | 1%     | 1%  | 1%    | 2%    | 2%  | -%   | -%                    | 3%         | 3%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 2                       | 2         | *      | 5   | *     | 5     | 1   | -    | -                     | *          | *          | 5               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DX                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 1%        | 2%                      | 1%        | 3%     | 1%  | 1%    | 2%    | 3%  | -%   | -%                    | 8%         | 2%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2                       | 2         | -      | 4   | 2     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Hermes                                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 2%                      | 1%        | -%     | 1%  | 2%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 2                       | -         | -      | 4   | 2     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Freight - Better / Night                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | 2%                      | -%        | -%     | 1%  | 2%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2                       | 2         | -      | 4   | -     | 4     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Wey Group International                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 2%                      | 1%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 1                       | 1         | -      | 3   | *     | 3     | -   | -    | -                     | -          | -          | 3               |
| 3                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Local Courier                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | 1%                      | 1%        | -%     | 1%  | 1%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | *                       | -         | -      | 2   | *     | 2     | *   | -    | -                     | *          | *          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Tuffnels                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 3%        | *%                      | -%        | -%     | 1%  | *%    | 1%    | 1%  | -%   | -%                    | 2%         | 1%         | *%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2                       | -         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Pitney Bowes                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 2%                      | -%        | -%     | *%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 90                                                | 57        | 107                     | 156       | 34     | 376 | 115   | 295   | 139 | 17   | 14                    | 27         | 81         | 271             |
| 410                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 53        | 110                     | 174       | 16     | 382 | 95    | 303   | 23  | 3    | 2                     | 5          | 13         | 374             |
| 398                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2                       | -         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Priority Express                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 2%                      | -%        | -%     | *%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -                       | *         | -      | 1   | -     | 1     | *   | -    | -                     | -          | *          | *               |
| 1                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| First Post                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%                      | *%        | -%     | *%  | -%    | *%    | *%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | -                       | -         | -      | *   | *     | -     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcels to go                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 1%        | -%                      | -%        | -%     | *%  | 1%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | *         | -      | *   | -     | *     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Legal Post                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | *%        | -%     | *%  | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | *         | -      | *   | *     | -     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| AJG Parcels                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | *%        | -%     | *%  | 1%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -                       | *         | -      | *   | *     | *     | *   | -    | -                     | *          | *          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DPD                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%                      | *%        | -%     | *%  | *%    | *%    | 2%  | -%   | -%                    | 3%         | 2%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Yodel                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| MHI (Mail Handling                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| International)                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Eagle Couriers                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Lynx                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| One Post                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ENC                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fast Track                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neo Post                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fastway Couriers                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Euro                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UK / British Mail                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Global Mailing                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Haynes                                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Business Post                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
QV5a. Which would you say is your organisation's main mail service provider in terms of the volume of items you send?
Base: All Respondents who use 2 or more mail service providers
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 90                                                | 57        | 107                     | 156       | 34     | 376 | 115   | 295   | 139 | 17   | 14                    | 27         | 81         | 271             |
| 410                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 53        | 110                     | 174       | 16     | 382 | 95    | 303   | 23  | 3    | 2                     | 5          | 13         | 374             |
| 398                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcel Live                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 2         | 4                       | 11        | 2      | 19  | 4     | 17    | *   | -    | -                     | *          | *          | 21              |
| 21                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other answers                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | 4%        | 4%                      | 6%        | 13%    | 5%  | 5%    | 6%    | 2%  | -%   | -%                    | 2%         | 2%         | 6%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 34                                                | 36        | 65                      | 139       | 12     | 261 | 67    | 206   | 17  | 2    | 2                     | 3          | 10         | 256             |
| 274                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: RM                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 55%                                               | 68%       | 60%                     | 80%       | 76%    | 68% | 71%   | 68%   | 75% | 84%  | 81%                   | 74%        | 72%        | 68%             |
| 69%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bd                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Provider other than                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 28                                                | 17        | 44                      | 35        | 4      | 120 | 28    | 96    | 6   | *    | *                     | 1          | 4          | 118             |
| 124                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| RM                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 45%                                               | 32%       | 40%                     | 20%       | 24%    | 32% | 29%   | 32%   | 25% | 16%  | 19%                   | 26%        | 28%        | 32%             |
| 31%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
33
33
30
46
268
8
30
51
70
65
83
103
410
Unweighted total
217
179
123
274
23
31
31
38
275
4
12
44
62
65
84
127
398
Weighted total
102
171
-
274
12
20
17
21
204
4
9
30
45
53
56
77
274
Royal Mail
47%
96%
-%
100%
52%
63%
54%
55%
74%
89%
76%
69%
72%
82%
67%
61%
69%
b
b
bce
ab
14
-
14
-
5
2
-
2
5
*
-
4
4
1
2
4
14
UK Mail
6%
-%
11%
-%
20%
6%
-%
6%
2%
3%
-%
9%
6%
1%
2%
3%
4%
a
a
ac
c
10
*
11
-
2
2
2
-
5
-
-
-
3
-
4
4
11
FedEx
5%
*%
9%
-%
9%
7%
6%
-%
2%
-%
-%
-%
6%
-%
5%
3%
3%
a
a
ab
9
1
11
-
*
2
2
1
5
-
-
2
-
2
3
5
11
UPS
4%
1%
9%
-%
1%
6%
6%
4%
2%
-%
-%
4%
-%
3%
3%
4%
3%
a
a
9
-
9
-
*
2
*
-
6
*
1
1
*
-
7
1
9
TNT
4%
-%
7%
-%
*%
7%
2%
-%
2%
8%
5%
1%
*%
-%
8%
1%
2%
a
a
acd
7
-
7
-
-
-
-
-
7
-
-
-
-
*
*
7
7
Parcelforce
3%
-%
6%
-%
-%
-%
-%
-%
3%
-%
-%
-%
-%
1%
*%
5%
2%
a
a
b
5
2
7
-
-
-
2
-
5
-
-
2
*
-
*
4
7
City Link Post
2%
1%
6%
-%
-%
-%
7%
-%
2%
-%
-%
5%
*%
-%
1%
3%
2%
a
6
-
6
-
-
-
1
2
3
-
-
-
-
*
1
5
6
DHL
3%
-%
5%
-%
-%
-%
4%
5%
1%
-%
-%
-%
-%
*%
2%
4%
2%
a
a
6
-
6
-
1
*
1
1
2
-
-
3
-
*
1
2
6
APC
3%
-%
5%
-%
6%
1%
4%
2%
1%
-%
-%
6%
-%
1%
1%
2%
2%
a
a
a
d
Interlink / Interlink
5
-
5
-
2
*
2
1
1
-
*
-
1
2
*
2
5
Express / Direct
2%
-%
4%
-%
7%
*%
6%
3%
*%
-%
2%
-%
2%
3%
*%
1%
1%
a
a
a
a
a
3
2
5
-
-
*
-
*
5
-
*
1
3
-
1
*
5
DX
1%
1%
4%
-%
-%
1%
-%
1%
2%
-%
2%
2%
4%
-%
2%
*%
1%
a
4
-
4
-
-
-
-
-
4
-
-
-
-
-
-
4
4
Hermes
2%
-%
3%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
3%
1%
a
4
-
4
-
-
2
-
-
2
-
-
-
-
2
-
2
4
Freight - Better / Night
2%
-%
3%
-%
-%
7%
-%
-%
1%
-%
-%
-%
-%
3%
-%
1%
1%
a
a
4
-
4
-
-
-
-
-
4
-
-
-
-
2
-
2
4
Wey Group International
2%
-%
3%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
3%
-%
1%
1%
a
3
-
3
-
-
*
-
-
3
-
-
-
2
1
-
-
3
Local Courier
1%
-%
3%
-%
-%
2%
-%
-%
1%
-%
-%
-%
3%
2%
-%
-%
1%
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
33
33
30
46
268
8
30
51
70
65
83
103
410
Unweighted total
217
179
123
274
23
31
31
38
275
4
12
44
62
65
84
127
398
Weighted total
2
-
2
-
*
*
2
-
-
-
-
*
*
-
-
2
2
Tuffnels
1%
-%
2%
-%
1%
*%
6%
-%
-%
-%
-%
*%
*%
-%
-%
1%
1%
a
a
2
-
2
-
-
-
-
-
2
-
2
-
-
-
-
-
2
Pitney Bowes
1%
-%
1%
-%
-%
-%
-%
-%
1%
-%
15%
-%
-%
-%
-%
-%
*%
a
abcde
2
-
2
-
-
-
-
2
-
-
-
-
-
-
2
-
2
Priority Express
1%
-%
1%
-%
-%
-%
-%
5%
-%
-%
-%
-%
-%
-%
2%
-%
*%
a
a
1
-
1
-
-
*
-
-
*
-
*
*
-
-
-
-
1
First Post
*%
-%
*%
-%
-%
*%
-%
-%
*%
-%
1%
1%
-%
-%
-%
-%
*%
*
-
*
-
-
-
-
-
*
-
-
-
-
-
-
*
*
Parcels to go
*%
-%
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
*
-
*
-
-
-
-
-
*
-
-
*
-
-
-
-
*
Legal Post
*%
-%
*%
-%
-%
-%
-%
-%
*%
-%
-%
1%
-%
-%
-%
-%
*%
-
*
*
-
-
-
-
-
*
-
-
-
-
-
-
*
*
AJG Parcels
-%
*%
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
*
-
*
-
*
-
-
-
*
-
-
-
*
-
*
-
*
DPD
*%
-%
*%
-%
1%
-%
-%
-%
*%
-%
-%
-%
*%
-%
*%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
33
33
30
46
268
8
30
51
70
65
83
103
410
Unweighted total
217
179
123
274
23
31
31
38
275
4
12
44
62
65
84
127
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Haynes
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
19
2
21
-
*
1
1
6
12
-
-
1
4
1
5
9
21
Other answers
9%
1%
17%
-%
2%
2%
5%
16%
5%
-%
-%
3%
7%
2%
6%
7%
5%
a
a
ade
102
171
-
274
12
20
17
21
204
4
9
30
45
53
56
77
274
NET: RM
47%
96%
-%
100%
52%
63%
54%
55%
74%
89%
76%
69%
72%
82%
67%
61%
69%
b
b
bce
ab
NET: Provider other than
115
8
123
-
11
12
14
17
70
*
3
14
17
12
28
50
124
RM
53%
4%
100%
-%
48%
37%
46%
45%
26%
11%
24%
31%
28%
18%
33%
39%
31%
a
a
a
a
a
c
c
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
148
392
298
330
168
343
396
296
390
159
89
160
410
Unweighted total
313
310
118
376
276
319
138
320
380
259
373
155
79
161
398
Weighted total
218
211
72
262
178
226
96
209
263
180
258
103
52
119
274
Royal Mail
70%
68%
61%
70%
65%
71%
69%
65%
69%
69%
69%
66%
66%
74%
69%
12
14
4
14
12
13
7
12
14
10
14
8
5
*
14
UK Mail
4%
4%
4%
4%
4%
4%
5%
4%
4%
4%
4%
5%
7%
*%
4%
a
a
10
9
6
11
11
8
4
10
11
6
11
6
-
5
11
FedEx
3%
3%
5%
3%
4%
2%
3%
3%
3%
2%
3%
4%
-%
3%
3%
7
8
7
9
7
8
2
9
11
6
11
3
2
5
11
UPS
2%
3%
6%
2%
3%
2%
1%
3%
3%
2%
3%
2%
3%
3%
3%
b
7
9
6
9
7
7
2
9
9
7
9
3
4
2
9
TNT
2%
3%
5%
2%
2%
2%
1%
3%
2%
3%
2%
2%
5%
1%
2%
5
5
1
7
7
7
-
7
7
4
5
1
2
4
7
Parcelforce
2%
2%
1%
2%
3%
2%
-%
2%
2%
2%
1%
1%
2%
3%
2%
e
7
7
4
7
5
5
6
7
7
7
7
3
2
2
7
City Link Post
2%
2%
3%
2%
2%
2%
4%
2%
2%
3%
2%
2%
3%
1%
2%
2
*
5
3
3
1
1
6
3
2
3
-
2
5
6
DHL
1%
*%
4%
1%
1%
*%
1%
2%
1%
1%
1%
-%
2%
3%
2%
b
c
4
5
1
5
4
6
4
5
6
3
6
1
3
2
6
APC
1%
2%
1%
1%
2%
2%
3%
2%
2%
1%
2%
1%
3%
2%
2%
Interlink / Interlink
4
5
-
5
5
5
2
5
5
2
5
3
-
2
5
Express / Direct
1%
2%
-%
1%
2%
2%
1%
2%
1%
1%
1%
2%
-%
1%
1%
4
4
1
5
3
5
1
3
5
5
5
5
1
-
5
DX
1%
1%
1%
1%
1%
2%
1%
1%
1%
2%
1%
3%
1%
-%
1%
a
2
-
-
2
4
4
-
4
2
-
2
4
-
-
4
Hermes
1%
-%
-%
1%
1%
1%
-%
1%
1%
-%
1%
3%
-%
-%
1%
a
4
4
2
4
4
4
-
4
4
4
4
2
-
2
4
Freight - Better / Night
1%
1%
2%
1%
1%
1%
-%
1%
1%
2%
1%
1%
-%
1%
1%
4
4
-
4
4
2
-
4
4
4
4
2
-
2
4
Wey Group International
1%
1%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
-%
1%
1%
3
3
*
3
3
3
2
3
3
3
3
-
-
3
3
Local Courier
1%
1%
*%
1%
1%
1%
1%
1%
1%
1%
1%
-%
-%
2%
1%
2
2
*
2
2
*
*
2
2
2
2
-
-
2
2
Tuffnels
1%
1%
*%
1%
1%
*%
*%
1%
1%
1%
1%
-%
-%
1%
1%
2
2
-
2
2
2
2
2
2
2
2
-
2
-
2
Pitney Bowes
1%
1%
-%
*%
1%
1%
1%
1%
*%
1%
*%
-%
2%
-%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
148
392
298
330
168
343
396
296
390
159
89
160
410
Unweighted total
313
310
118
376
276
319
138
320
380
259
373
155
79
161
398
Weighted total
2
2
-
2
-
2
-
2
2
2
2
2
-
-
2
Priority Express
1%
1%
-%
*%
-%
1%
-%
1%
*%
1%
*%
1%
-%
-%
*%
*
1
-
1
*
1
*
*
1
1
1
*
*
-
1
First Post
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
1%
-%
*%
*
-
*
*
*
-
-
*
*
-
*
*
-
-
*
Parcels to go
*%
-%
*%
*%
*%
-%
-%
*%
*%
-%
*%
*%
-%
-%
*%
-
*
-
*
-
*
-
-
*
*
*
-
*
-
*
Legal Post
-%
*%
-%
*%
-%
*%
-%
-%
*%
*%
*%
-%
1%
-%
*%
-
*
-
*
*
*
-
-
*
*
-
*
-
-
*
AJG Parcels
-%
*%
-%
*%
*%
*%
-%
-%
*%
*%
-%
*%
-%
-%
*%
*
*
*
*
*
*
*
*
*
*
*
-
-
*
*
DPD
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Haynes
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QV5a. Which would you say is your organisation's main mail service provider in terms of the volume of items you send?
Base: All Respondents who use 2 or more mail service providers
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
148
392
298
330
168
343
396
296
390
159
89
160
410
Unweighted total
313
310
118
376
276
319
138
320
380
259
373
155
79
161
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
15
17
9
20
15
15
10
17
20
11
19
9
4
6
21
Other answers
5%
5%
7%
5%
5%
5%
7%
5%
5%
4%
5%
6%
5%
3%
5%
218
211
72
262
178
226
96
209
263
180
258
103
52
119
274
NET: RM
70%
68%
61%
70%
65%
71%
69%
65%
69%
69%
69%
66%
66%
74%
69%
NET: Provider other than
96
99
46
114
98
93
42
111
117
79
114
53
27
42
124
RM
30%
32%
39%
30%
35%
29%
31%
35%
31%
31%
31%
34%
34%
26%
31%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
290
47
71
174
405
293
-
410
359
405
372
404
319
12
77
410
Unweighted total
283
44
69
143
392
262
-
398
338
390
350
388
310
11
74
398
Weighted total
205
29
39
99
269
182
-
274
234
268
241
266
219
10
48
274
Royal Mail
73%
66%
56%
69%
69%
69%
-%
69%
69%
69%
69%
68%
71%
88%
65%
69%
a
5
*
8
4
14
9
-
14
12
14
14
14
8
-
6
14
UK Mail
2%
1%
12%
3%
4%
4%
-%
4%
4%
4%
4%
4%
3%
-%
8%
4%
bc
c
6
4
1
4
11
9
-
11
11
11
8
11
9
-
2
11
FedEx
2%
8%
2%
3%
3%
3%
-%
3%
3%
3%
2%
3%
3%
-%
3%
3%
c
7
2
2
5
11
7
-
11
9
11
11
11
8
-
2
11
UPS
2%
5%
3%
3%
3%
3%
-%
3%
3%
3%
3%
3%
3%
-%
3%
3%
8
-
1
6
9
7
-
9
7
9
8
9
9
-
*
9
TNT
3%
-%
2%
4%
2%
3%
-%
2%
2%
2%
2%
2%
3%
-%
*%
2%
5
-
2
1
7
7
-
7
7
7
7
7
5
-
-
7
Parcelforce
2%
-%
4%
1%
2%
3%
-%
2%
2%
2%
2%
2%
2%
-%
-%
2%
6
*
*
2
7
3
-
7
5
7
7
7
7
-
-
7
City Link Post
2%
1%
1%
2%
2%
1%
-%
2%
2%
2%
2%
2%
2%
-%
-%
2%
5
-
-
6
6
3
-
6
5
6
3
6
4
-
-
6
DHL
2%
-%
-%
4%
2%
1%
-%
2%
2%
2%
1%
2%
1%
-%
-%
2%
ab
4
-
2
*
6
3
-
6
6
6
4
6
3
-
3
6
APC
2%
-%
3%
*%
2%
1%
-%
2%
2%
2%
1%
2%
1%
-%
4%
2%
Interlink / Interlink
3
*
2
1
5
2
-
5
4
5
5
5
5
-
-
5
Express / Direct
1%
*%
3%
1%
1%
1%
-%
1%
1%
1%
2%
1%
2%
-%
-%
1%
2
1
2
1
5
4
-
5
3
5
5
5
5
-
-
5
DX
1%
3%
3%
*%
1%
2%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
2
-
2
-
4
2
-
4
2
4
4
4
2
-
2
4
Hermes
1%
-%
3%
-%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
3%
1%
2
2
-
-
4
4
-
4
4
4
2
4
4
-
-
4
Freight - Better / Night
1%
4%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
2
-
2
2
4
4
-
4
4
4
2
4
2
-
2
4
Wey Group International
1%
-%
3%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
3
*
-
*
3
3
-
3
3
3
3
3
3
-
*
3
Local Courier
1%
1%
-%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
2
-
*
2
2
2
-
2
2
2
2
2
2
-
-
2
Tuffnels
1%
-%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
2
-
-
2
2
2
-
2
2
2
2
2
2
-
-
2
Pitney Bowes
1%
-%
-%
1%
*%
1%
-%
*%
1%
*%
1%
*%
1%
-%
-%
*%
2
-
-
-
2
-
-
2
2
2
2
2
2
-
-
2
Priority Express
1%
-%
-%
-%
*%
-%
-%
*%
1%
*%
1%
*%
1%
-%
-%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
290
47
71
174
405
293
-
410
359
405
372
404
319
12
77
410
Unweighted total
283
44
69
143
392
262
-
398
338
390
350
388
310
11
74
398
Weighted total
-
*
*
1
1
1
-
1
*
1
1
1
*
-
*
1
First Post
-%
1%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
-
-
*
*
*
*
-
*
*
*
*
*
-
-
*
*
Parcels to go
-%
-%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
1%
*%
-
*
-
*
*
*
-
*
-
*
*
*
-
-
*
*
Legal Post
-%
1%
-%
*%
*%
*%
-%
*%
-%
*%
*%
*%
-%
-%
1%
*%
*
-
-
*
*
*
-
*
*
*
*
*
*
-
-
*
AJG Parcels
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
-
-
*
*
*
-
*
*
*
*
*
*
-
-
*
DPD
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Haynes
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
290
47
71
174
405
293
-
410
359
405
372
404
319
12
77
410
Unweighted total
283
44
69
143
392
262
-
398
338
390
350
388
310
11
74
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
13
5
3
6
20
8
-
21
18
20
18
20
10
1
9
21
Other answers
5%
11%
5%
4%
5%
3%
-%
5%
5%
5%
5%
5%
3%
12%
13%
5%
c
205
29
39
99
269
182
-
274
234
268
241
266
219
10
48
274
NET: RM
73%
66%
56%
69%
69%
69%
-%
69%
69%
69%
69%
68%
71%
88%
65%
69%
a
NET: Provider other than
77
15
30
44
123
80
-
124
104
123
108
123
91
1
26
124
RM
27%
34%
44%
31%
31%
31%
-%
31%
31%
31%
31%
32%
29%
12%
35%
31%
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
9
362
264
139
34
263
3
407
114
296
248
43
113
410
Unweighted total
8
352
255
137
31
253
4
394
111
287
228
44
125
398
Weighted total
4
236
179
94
20
180
2
271
83
191
173
31
69
274
Royal Mail
49%
67%
70%
69%
63%
71%
64%
69%
75%
66%
76%
71%
55%
69%
a
-
14
8
6
-
10
-
14
3
11
4
2
8
14
UK Mail
-%
4%
3%
4%
-%
4%
-%
4%
2%
4%
2%
5%
7%
4%
c
-
11
4
7
2
8
-
11
2
9
2
4
4
11
FedEx
-%
3%
2%
5%
6%
3%
-%
3%
2%
3%
1%
10%
4%
3%
b
c
-
11
5
5
-
5
-
11
3
8
4
1
5
11
UPS
-%
3%
2%
4%
-%
2%
-%
3%
3%
3%
2%
3%
4%
3%
*
9
6
3
*
5
-
9
*
9
6
*
2
9
TNT
1%
2%
2%
2%
1%
2%
-%
2%
*%
3%
3%
1%
2%
2%
*
7
5
*
*
3
-
7
3
4
4
-
3
7
Parcelforce
6%
2%
2%
*%
2%
1%
-%
2%
3%
2%
2%
-%
2%
2%
2
5
5
2
-
7
-
7
*
7
4
1
2
7
City Link Post
27%
1%
2%
2%
-%
3%
-%
2%
*%
2%
2%
2%
2%
2%
1
5
2
2
*
4
-
6
3
3
2
*
4
6
DHL
16%
1%
1%
1%
*%
1%
-%
2%
3%
1%
1%
*%
4%
2%
-
6
4
3
2
2
-
6
1
5
6
-
1
6
APC
-%
2%
1%
2%
6%
1%
-%
2%
1%
2%
2%
-%
*%
2%
a
Interlink / Interlink
-
5
5
*
*
3
-
5
2
3
2
*
3
5
Express / Direct
-%
2%
2%
*%
*%
1%
-%
1%
2%
1%
1%
*%
3%
1%
-
5
2
2
1
4
1
4
1
4
4
-
*
5
DX
-%
1%
1%
2%
3%
1%
36%
1%
1%
2%
2%
-%
*%
1%
-
4
4
-
-
2
-
4
2
2
-
-
4
4
Hermes
-%
1%
2%
-%
-%
1%
-%
1%
2%
1%
-%
-%
3%
1%
c
-
2
4
-
-
2
-
4
2
2
-
2
2
4
Freight - Better / Night
-%
1%
2%
-%
-%
1%
-%
1%
2%
1%
-%
4%
2%
1%
c
c
-
4
2
2
-
2
-
4
-
4
2
-
2
4
Wey Group International
-%
1%
1%
1%
-%
1%
-%
1%
-%
1%
1%
-%
1%
1%
-
3
3
-
-
1
-
3
-
3
3
-
-
3
Local Courier
-%
1%
1%
-%
-%
1%
-%
1%
-%
1%
1%
-%
-%
1%
-
2
2
-
-
*
-
2
*
2
*
-
2
2
Tuffnels
-%
1%
1%
-%
-%
*%
-%
1%
*%
1%
*%
-%
1%
1%
-
2
2
-
-
2
-
2
-
2
2
-
-
2
Pitney Bowes
-%
1%
1%
-%
-%
1%
-%
*%
-%
1%
1%
-%
-%
*%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
9
362
264
139
34
263
3
407
114
296
248
43
113
410
Unweighted total
8
352
255
137
31
253
4
394
111
287
228
44
125
398
Weighted total
-
2
2
-
2
-
-
2
2
-
2
-
-
2
Priority Express
-%
1%
1%
-%
6%
-%
-%
*%
2%
-%
1%
-%
-%
*%
a
a
-
1
*
*
1
-
-
1
*
*
-
-
1
1
First Post
-%
*%
*%
*%
2%
-%
-%
*%
*%
*%
-%
-%
*%
*%
a
-
*
-
*
-
-
-
*
*
-
-
-
*
*
Parcels to go
-%
*%
-%
*%
-%
-%
-%
*%
*%
-%
-%
-%
*%
*%
-
*
*
-
*
-
-
*
*
-
-
-
*
*
Legal Post
-%
*%
*%
-%
2%
-%
-%
*%
*%
-%
-%
-%
*%
*%
a
-
*
-
*
-
-
-
*
-
*
-
-
*
*
AJG Parcels
-%
*%
-%
*%
-%
-%
-%
*%
-%
*%
-%
-%
*%
*%
-
*
*
-
-
*
-
*
*
*
*
-
*
*
DPD
-%
*%
*%
-%
-%
*%
-%
*%
*%
*%
*%
-%
*%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
9
362
264
139
34
263
3
407
114
296
248
43
113
410
Unweighted total
8
352
255
137
31
253
4
394
111
287
228
44
125
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Haynes
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
21
13
8
4
11
-
21
2
19
10
*
11
21
Other answers
-%
6%
5%
6%
12%
4%
-%
5%
2%
7%
4%
*%
9%
5%
4
236
179
94
20
180
2
271
83
191
173
31
69
274
NET: RM
49%
67%
70%
69%
63%
71%
64%
69%
75%
66%
76%
71%
55%
69%
a
NET: Provider other than
4
116
76
42
12
73
1
123
28
96
55
13
56
124
RM
51%
33%
30%
31%
37%
29%
36%
31%
25%
34%
24%
29%
45%
31%
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
72
93
120
125
410
Unweighted total
83
89
115
111
398
Weighted total
46
59
89
80
274
Royal Mail
55%
67%
77%
72%
69%
d
d
8
3
*
2
14
UK Mail
9%
4%
*%
2%
4%
ab
2
1
7
-
11
FedEx
3%
1%
6%
-%
3%
a
2
7
*
2
11
UPS
2%
8%
*%
2%
3%
ab
3
2
1
3
9
TNT
3%
3%
1%
2%
2%
4
3
-
*
7
Parcelforce
5%
3%
-%
*%
2%
ab
-
-
2
5
7
City Link Post
-%
-%
2%
5%
2%
c
5
1
-
*
6
DHL
6%
1%
-%
*%
2%
ab
2
*
-
4
6
APC
2%
1%
-%
4%
2%
b
Interlink / Interlink
-
2
*
3
5
Express / Direct
-%
2%
*%
3%
1%
*
1
*
4
5
DX
*%
1%
*%
3%
1%
2
2
-
-
4
Hermes
3%
2%
-%
-%
1%
2
2
-
-
4
Freight - Better / Night
2%
2%
-%
-%
1%
-
2
-
2
4
Wey Group International
-%
2%
-%
2%
1%
-
*
1
1
3
Local Courier
-%
1%
1%
1%
1%
-
-
2
*
2
Tuffnels
-%
-%
2%
*%
1%
-
-
2
-
2
Pitney Bowes
-%
-%
2%
-%
*%
-
-
-
2
2
Priority Express
-%
-%
-%
2%
*%

Columns Tested: a,b,c,d

QV5a. Which would you say is your organisation's main mail service provider in terms of the volume of items you send?
Base: All Respondents who use 2 or more mail service providers
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
72
93
120
125
410
Unweighted total
83
89
115
111
398
Weighted total
-
-
*
*
1
First Post
-%
-%
*%
*%
*%
*
-
-
-
*
Parcels to go
1%
-%
-%
-%
*%
-
-
*
-
*
Legal Post
-%
-%
*%
-%
*%
*
-
-
-
*
AJG Parcels
1%
-%
-%
-%
*%
-
*
*
-
*
DPD
-%
*%
*%
-%
*%
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-
-
-
-
-
Haynes
-%
-%
-%
-%
-%
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
5
2
9
4
21
Other answers
6%
3%
8%
4%
5%
Columns Tested: a,b,c,d

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
72
93
120
125
410
Unweighted total
83
89
115
111
398
Weighted total
46
59
89
80
274
NET: RM
55%
67%
77%
72%
69%
d
d
NET: Provider other than
37
29
27
31
124
RM
45%
33%
23%
28%
31%
ab
Columns Tested: a,b,c,d

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
k
j
*i
*h
g
f
e
d
*c
b
*a
Significance Level: 95%
293
29
40
48
25
29
36
62
37
30
22
33
19
410
Unweighted total
357
9
15
17
24
49
43
78
31
27
30
50
26
398
Weighted total
157
6
8
9
10
11
26
28
15
11
9
29
17
179
Royal Mail
44%
73%
51%
52%
42%
23%
61%
36%
47%
42%
32%
58%
64%
45%
fm
f
27
*
*
2
1
4
2
9
3
-
2
1
5
29
TNT
8%
1%
1%
10%
6%
9%
5%
11%
9%
-%
6%
1%
21%
7%
k
21
-
1
1
-
5
-
6
1
1
2
6
-
23
UK Mail
6%
-%
10%
4%
-%
9%
-%
7%
4%
6%
6%
13%
-%
6%
g
15
-
*
*
1
6
-
4
3
-
-
1
-
16
APC
4%
-%
3%
3%
6%
13%
-%
5%
9%
-%
-%
1%
-%
4%
15
-
-
-
*
4
*
2
2
1
4
-
2
15
FedEx
4%
-%
-%
-%
1%
9%
*%
3%
5%
6%
12%
-%
7%
4%
13
*
*
*
-
4
-
2
*
1
4
2
-
14
Parcelforce
4%
1%
3%
3%
-%
9%
-%
2%
1%
5%
12%
4%
-%
4%
12
-
*
1
1
*
2
2
-
3
2
2
-
14
UPS
3%
-%
3%
6%
6%
1%
4%
3%
-%
10%
6%
4%
-%
3%
e
13
*
*
*
-
2
2
2
3
-
2
2
-
13
DHL
4%
1%
1%
3%
-%
4%
4%
2%
9%
-%
7%
4%
-%
3%
Interlink / Interlink
8
-
1
*
1
-
2
2
1
1
*
-
-
9
Express / Direct
2%
-%
7%
1%
6%
-%
4%
2%
5%
5%
*%
-%
-%
2%
6
-
*
1
-
4
-
-
-
*
2
-
-
8
City Link Post
2%
-%
1%
9%
-%
9%
-%
-%
-%
1%
6%
-%
-%
2%
fm
7
-
-
-
-
-
-
7
-
-
-
-
-
7
Wey Group International
2%
-%
-%
-%
-%
-%
-%
9%
-%
-%
-%
-%
-%
2%
jm
5
-
*
*
1
2
-
2
-
-
-
-
-
6
Hermes
1%
-%
3%
3%
6%
4%
-%
2%
-%
-%
-%
-%
-%
2%
3
*
*
1
*
-
-
-
-
3
*
-
-
5
DX
1%
6%
3%
4%
1%
-%
-%
-%
-%
11%
*%
-%
-%
1%
efgm
4
-
-
-
-
2
2
-
-
-
-
-
-
4
Freight - Better / Night
1%
-%
-%
-%
-%
4%
4%
-%
-%
-%
-%
-%
-%
1%
3
*
-
-
-
-
-
-
-
3
-
-
-
3
Local Courier
1%
6%
-%
-%
-%
-%
-%
-%
-%
10%
-%
-%
-%
1%
fjkm
2
-
*
-
-
-
-
2
*
-
-
-
*
2
Tuffnels
1%
-%
1%
-%
-%
-%
-%
2%
1%
-%
-%
-%
1%
1%
2
-
-
-
-
-
2
-
-
-
-
-
-
2
Pitney Bowes
1%
-%
-%
-%
-%
-%
4%
-%
-%
-%
-%
-%
-%
*%
m
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV5b. Which would you say is your organisation's main mail service provider in terms of the value of your contract with them?
Base: All Respondents who use 2 or more mail service providers
GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
k
j
*i
*h
g
f
e
d
*c
b
*a
Significance Level: 95%
293
29
40
48
25
29
36
62
37
30
22
33
19
410
Unweighted total
357
9
15
17
24
49
43
78
31
27
30
50
26
398
Weighted total
2
-
-
-
-
-
2
-
-
-
-
-
-
2
Priority Express
1%
-%
-%
-%
-%
-%
4%
-%
-%
-%
-%
-%
-%
*%
m
1
*
-
-
-
1
-
*
-
-
-
*
-
1
DPD
*%
1%
-%
-%
-%
1%
-%
*%
-%
-%
-%
1%
-%
*%
*
-
*
-
-
-
-
-
-
-
-
*
-
1
Haynes
*%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
*%
m
-
-
-
1
-
-
-
-
-
-
-
-
-
1
First Post
-%
-%
-%
4%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
*
-
-
-
-
-
-
-
-
-
-
*
Parcels to go
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
Legal Post
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
k
j
*i
*h
g
f
e
d
*c
b
*a
Significance Level: 95%
293
29
40
48
25
29
36
62
37
30
22
33
19
410
Unweighted total
357
9
15
17
24
49
43
78
31
27
30
50
26
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
AJG Parcels
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
41
1
1
*
7
2
4
13
3
-
4
7
2
43
Other answers
11%
17%
7%
1%
29%
5%
8%
16%
9%
-%
12%
13%
7%
11%
j
dj
dj
157
6
8
9
10
11
26
28
15
11
9
29
17
179
NET: RM
44%
73%
51%
52%
42%
23%
61%
36%
47%
42%
32%
58%
64%
45%
fm
f
NET: Provider other than
201
2
7
8
14
38
17
50
17
15
20
21
9
218
RM
56%
27%
49%
48%
58%
77%
39%
64%
53%
58%
68%
42%
36%
55%
g
bg
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV5b. Which would you say is your organisation's main mail service provider in terms of the value of your contract with them?
Base: All Respondents who use 2 or more mail service providers
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 90                                                | 57        | 107                     | 156       | 34     | 376 | 115   | 295   | 139 | 17   | 14                    | 27         | 81         | 271             |
| 410                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 53        | 110                     | 174       | 16     | 382 | 95    | 303   | 23  | 3    | 2                     | 5          | 13         | 374             |
| 398                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 22                                                | 19        | 48                      | 91        | 8      | 172 | 48    | 131   | 11  | 2    | 1                     | 2          | 5          | 169             |
| 179                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Royal Mail                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 36%                                               | 36%       | 43%                     | 52%       | 50%    | 45% | 51%   | 43%   | 46% | 58%  | 58%                   | 53%        | 40%        | 45%             |
| 45%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 2         | 9                       | 12        | *      | 29  | 8     | 21    | 2   | *    | *                     | -          | 1          | 27              |
| 29                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| TNT                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9%                                                | 4%        | 8%                      | 7%        | 2%     | 8%  | 8%    | 7%    | 8%  | 9%   | 15%                   | -%         | 9%         | 7%              |
| 7%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                                                 | 3         | 6                       | 7         | *      | 23  | 5     | 18    | 1   | -    | *                     | *          | *          | 22              |
| 23                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UK Mail                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                                               | 5%        | 6%                      | 4%        | 1%     | 6%  | 5%    | 6%    | 3%  | -%   | 5%                    | 7%         | 2%         | 6%              |
| 6%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 4         | 4                       | 8         | *      | 16  | 4     | 13    | 1   | *    | -                     | *          | 1          | 15              |
| 16                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| APC                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 8%        | 3%                      | 4%        | 2%     | 4%  | 4%    | 4%    | 6%  | 7%   | -%                    | 7%         | 6%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 5         | 1                       | 6         | *      | 15  | 3     | 12    | 1   | *    | *                     | *          | 1          | 14              |
| 15                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| FedEx                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 10%       | 1%                      | 3%        | 1%     | 4%  | 3%    | 4%    | 6%  | 5%   | 6%                    | 4%         | 6%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | *         | 2                       | 8         | -      | 14  | 3     | 12    | *   | -    | *                     | -          | *          | 14              |
| 14                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcelforce                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | *%        | 2%                      | 5%        | -%     | 4%  | 3%    | 4%    | 2%  | -%   | 8%                    | -%         | 2%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 2         | 4                       | 4         | 1      | 13  | 4     | 10    | 1   | *    | -                     | -          | 1          | 13              |
| 14                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UPS                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 3%        | 4%                      | 2%        | 3%     | 3%  | 4%    | 3%    | 4%  | 11%  | -%                    | -%         | 5%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 4                       | 7         | *      | 13  | 4     | 9     | 1   | *    | -                     | *          | *          | 13              |
| 13                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DHL                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | *%        | 4%                      | 4%        | 2%     | 3%  | 4%    | 3%    | 2%  | 10%  | -%                    | 2%         | 1%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Interlink / Interlink                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 4         | 2                       | 1         | *      | 9   | 2     | 7     | 1   | -    | -                     | *          | 1          | 8               |
| 9                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Express / Direct                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | 7%        | 2%                      | 1%        | 1%     | 2%  | 2%    | 2%    | 3%  | -%   | -%                    | 3%         | 4%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 3                       | *         | -      | 8   | 3     | 5     | *   | -    | -                     | *          | *          | 7               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| City Link Post                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 4%        | 2%                      | *%        | -%     | 2%  | 3%    | 2%    | 1%  | -%   | -%                    | 4%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 2                       | 4         | 2      | 5   | -     | 7     | -   | -    | -                     | -          | -          | 7               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Wey Group International                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | 2%                      | 2%        | 11%    | 1%  | -%    | 2%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 3                       | 3         | 1      | 5   | 3     | 4     | -   | -    | -                     | -          | -          | 6               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Hermes                                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 3%                      | 2%        | 8%     | 1%  | 3%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 1         | 1                       | 2         | *      | 4   | *     | 4     | 1   | -    | -                     | *          | *          | 4               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DX                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 1%        | 1%                      | 1%        | 3%     | 1%  | 1%    | 1%    | 4%  | -%   | -%                    | 8%         | 3%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 2                       | -         | -      | 4   | 2     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Freight - Better / Night                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | 2%                      | -%        | -%     | 1%  | 2%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 1                       | 1         | -      | 3   | *     | 3     | -   | -    | -                     | -          | -          | 3               |
| 3                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Local Courier                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | 1%                      | 1%        | -%     | 1%  | 1%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | *                       | -         | -      | 2   | *     | 2     | *   | -    | -                     | *          | *          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Tuffnels                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 4%        | *%                      | -%        | -%     | 1%  | *%    | 1%    | 2%  | -%   | -%                    | 5%         | 1%         | *%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2                       | -         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Pitney Bowes                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 2%                      | -%        | -%     | *%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

|                    |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than          | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                  | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                 | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                  | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 90                 | 57        | 107                     | 156       | 34     | 376 | 115   | 295   | 139 | 17   | 14                    | 27         | 81         | 271             |
| 410                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                 | 53        | 110                     | 174       | 16     | 382 | 95    | 303   | 23  | 3    | 2                     | 5          | 13         | 374             |
| 398                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | 2                       | -         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Priority Express   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | 2%                      | -%        | -%     | *%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                  | 1         | -                       | *         | -      | 1   | 1     | 1     | 1   | -    | -                     | *          | 1          | -               |
| 1                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DPD                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                 | 1%        | -%                      | *%        | -%     | *%  | 1%    | *%    | 5%  | -%   | -%                    | 3%         | 8%         | -%              |
| *%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                  | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                  | *         | -                       | -         | *      | *   | 1     | -     | *   | -    | -                     | -          | *          | *               |
| 1                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Haynes             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                 | 1%        | -%                      | -%        | 2%     | *%  | 1%    | -%    | 1%  | -%   | -%                    | -%         | 2%         | *%              |
| *%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                  | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                  | -         | -                       | *         | -      | 1   | -     | 1     | *   | -    | -                     | -          | *          | *               |
| 1                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| First Post         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                 | -%        | -%                      | *%        | -%     | *%  | -%    | *%    | *%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | *         | -                       | -         | -      | *   | *     | -     | -   | -    | -                     | -          | -          | *               |
| *                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcels to go      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | 1%        | -%                      | -%        | -%     | *%  | 1%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | *         | -      | *   | -     | *     | -   | -    | -                     | -          | -          | *               |
| *                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Legal Post         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | *%        | -%     | *%  | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Yodel              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| MHI (Mail Handling |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| International)     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Eagle Couriers     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Lynx               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| One Post           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ENC                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fast Track         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neo Post           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fastway Couriers   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Euro               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UK / British Mail  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Global Mailing     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Business Post      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                  | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| AJG Parcels        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                 | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d

QV5b. Which would you say is your organisation's main mail service provider in terms of the value of your contract with them?
Base: All Respondents who use 2 or more mail service providers
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 90                                                | 57        | 107                     | 156       | 34     | 376 | 115   | 295   | 139 | 17   | 14                    | 27         | 81         | 271             |
| 410                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 53        | 110                     | 174       | 16     | 382 | 95    | 303   | 23  | 3    | 2                     | 5          | 13         | 374             |
| 398                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcel Live                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 7         | 13                      | 19        | 2      | 41  | 5     | 38    | 2   | -    | *                     | *          | 1          | 41              |
| 43                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other answers                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 14%       | 12%                     | 11%       | 14%    | 11% | 6%    | 13%   | 8%  | -%   | 8%                    | 5%         | 11%        | 11%             |
| 11%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 22                                                | 19        | 48                      | 91        | 8      | 172 | 48    | 131   | 11  | 2    | 1                     | 2          | 5          | 169             |
| 179                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: RM                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 36%                                               | 36%       | 43%                     | 52%       | 50%    | 45% | 51%   | 43%   | 46% | 58%  | 58%                   | 53%        | 40%        | 45%             |
| 45%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Provider other than                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 39                                                | 34        | 62                      | 84        | 8      | 210 | 47    | 171   | 12  | 1    | 1                     | 2          | 8          | 206             |
| 218                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| RM                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 64%                                               | 64%       | 57%                     | 48%       | 50%    | 55% | 49%   | 57%   | 54% | 42%  | 42%                   | 47%        | 60%        | 55%             |
| 55%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
33
33
30
46
268
8
30
51
70
65
83
103
410
Unweighted total
217
179
123
274
23
31
31
38
275
4
12
44
62
65
84
127
398
Weighted total
-
179
8
171
7
12
8
13
139
3
6
21
34
33
36
45
179
Royal Mail
-%
100%
6%
63%
32%
37%
26%
35%
51%
85%
54%
47%
55%
51%
43%
36%
45%
b
b
ce
a
a
29
-
9
20
*
2
2
2
23
*
1
5
2
-
12
10
29
TNT
13%
-%
7%
7%
*%
7%
7%
5%
8%
8%
5%
11%
3%
-%
14%
8%
7%
a
c
cd
c
23
-
14
9
7
2
-
3
12
*
*
6
5
4
4
4
23
UK Mail
11%
-%
11%
3%
30%
6%
-%
7%
4%
3%
4%
13%
8%
6%
5%
3%
6%
a
a
abcd
a
16
-
6
10
2
2
3
1
8
-
-
4
*
5
2
5
16
APC
7%
-%
5%
4%
7%
7%
11%
2%
3%
-%
-%
10%
*%
7%
3%
4%
4%
a
a
d
d
15
-
10
5
2
2
2
*
9
-
*
*
4
*
6
5
15
FedEx
7%
-%
9%
2%
10%
7%
6%
*%
3%
-%
1%
*%
6%
*%
7%
4%
4%
a
a
b
c
14
-
7
8
1
2
-
-
11
-
*
1
-
3
*
10
14
Parcelforce
7%
-%
6%
3%
6%
7%
-%
-%
4%
-%
2%
3%
-%
4%
*%
8%
4%
a
bd
14
-
10
4
*
3
2
2
7
-
-
2
-
4
3
5
14
UPS
6%
-%
8%
1%
1%
10%
6%
4%
3%
-%
-%
4%
-%
6%
3%
4%
3%
a
a
a
d
13
-
6
7
-
-
2
2
10
-
-
-
*
2
1
9
13
DHL
6%
-%
5%
2%
-%
-%
6%
5%
3%
-%
-%
-%
1%
3%
2%
7%
3%
a
de
Interlink / Interlink
9
-
5
4
2
*
2
3
2
-
*
-
5
2
*
2
9
Express / Direct
4%
-%
4%
1%
7%
1%
6%
8%
1%
-%
2%
-%
7%
4%
*%
1%
2%
a
a
a
a
abe
8
-
5
3
*
2
2
-
3
*
-
-
2
-
1
4
8
City Link Post
4%
-%
4%
1%
1%
7%
7%
-%
1%
5%
-%
-%
4%
-%
1%
3%
2%
a
a
a
a
7
-
4
4
-
-
2
-
5
-
-
-
-
4
-
4
7
Wey Group International
3%
-%
3%
1%
-%
-%
6%
-%
2%
-%
-%
-%
-%
6%
-%
3%
2%
a
bd
6
-
4
2
-
-
-
-
6
-
-
*
-
-
-
6
6
Hermes
3%
-%
3%
1%
-%
-%
-%
-%
2%
-%
-%
1%
-%
-%
-%
4%
2%
a
5
-
3
2
-
*
-
*
4
-
2
1
*
-
1
*
5
DX
2%
-%
2%
1%
-%
1%
-%
1%
2%
-%
14%
3%
1%
-%
2%
*%
1%
a
abcd
4
-
4
-
-
2
-
-
2
-
-
-
-
2
-
2
4
Freight - Better / Night
2%
-%
3%
-%
-%
7%
-%
-%
1%
-%
-%
-%
-%
3%
-%
1%
1%
a
a
3
-
3
-
-
*
-
-
3
-
-
-
2
1
-
-
3
Local Courier
1%
-%
3%
-%
-%
2%
-%
-%
1%
-%
-%
-%
3%
2%
-%
-%
1%
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
33
33
30
46
268
8
30
51
70
65
83
103
410
Unweighted total
217
179
123
274
23
31
31
38
275
4
12
44
62
65
84
127
398
Weighted total
2
-
2
*
*
*
2
*
-
-
-
*
*
*
-
2
2
Tuffnels
1%
-%
2%
*%
1%
*%
6%
*%
-%
-%
-%
*%
*%
*%
-%
1%
1%
a
a
2
-
2
-
-
-
-
-
2
-
2
-
-
-
-
-
2
Pitney Bowes
1%
-%
1%
-%
-%
-%
-%
-%
1%
-%
15%
-%
-%
-%
-%
-%
*%
a
abcde
2
-
2
-
-
-
-
2
-
-
-
-
-
-
2
-
2
Priority Express
1%
-%
1%
-%
-%
-%
-%
5%
-%
-%
-%
-%
-%
-%
2%
-%
*%
a
a
1
-
*
1
*
*
*
-
1
-
*
*
*
-
*
-
1
DPD
1%
-%
*%
*%
1%
*%
1%
-%
*%
-%
3%
1%
*%
-%
*%
-%
*%
1
-
-
1
*
-
-
-
*
-
-
1
-
-
-
-
1
Haynes
*%
-%
-%
*%
1%
-%
-%
-%
*%
-%
-%
2%
-%
-%
-%
-%
*%
1
-
1
-
-
*
-
-
*
-
*
*
-
-
-
-
1
First Post
*%
-%
*%
-%
-%
*%
-%
-%
*%
-%
1%
1%
-%
-%
-%
-%
*%
*
-
*
-
-
-
-
-
*
-
-
-
-
-
-
*
*
Parcels to go
*%
-%
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
*
-
*
-
-
-
-
-
*
-
-
*
-
-
-
-
*
Legal Post
*%
-%
*%
-%
-%
-%
-%
-%
*%
-%
-%
1%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
33
33
30
46
268
8
30
51
70
65
83
103
410
Unweighted total
217
179
123
274
23
31
31
38
275
4
12
44
62
65
84
127
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
AJG Parcels
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
43
-
19
24
*
1
4
9
30
-
*
2
8
4
13
15
43
Other answers
20%
-%
16%
9%
2%
2%
12%
23%
11%
-%
3%
4%
14%
7%
16%
12%
11%
a
a
ade
e
-
179
8
171
7
12
8
13
139
3
6
21
34
33
36
45
179
NET: RM
-%
100%
6%
63%
32%
37%
26%
35%
51%
85%
54%
47%
55%
51%
43%
36%
45%
b
b
ce
a
a
NET: Provider other than
217
-
115
102
15
20
23
25
136
1
5
23
28
31
48
82
218
RM
100%
-%
94%
37%
68%
63%
74%
65%
49%
15%
46%
53%
45%
49%
57%
64%
55%
a
a
a
a
cd
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
148
392
298
330
168
343
396
296
390
159
89
160
410
Unweighted total
313
310
118
376
276
319
138
320
380
259
373
155
79
161
398
Weighted total
150
138
53
172
117
144
61
131
173
128
168
73
37
69
179
Royal Mail
48%
45%
45%
46%
42%
45%
44%
41%
45%
49%
45%
47%
47%
43%
45%
d
18
26
8
27
18
23
6
22
27
15
27
9
6
14
29
TNT
6%
8%
7%
7%
7%
7%
4%
7%
7%
6%
7%
6%
7%
9%
7%
18
19
5
23
17
20
9
18
23
13
23
9
8
6
23
UK Mail
6%
6%
4%
6%
6%
6%
7%
6%
6%
5%
6%
6%
10%
4%
6%
a
12
13
3
15
14
15
12
15
16
4
16
6
6
5
16
APC
4%
4%
3%
4%
5%
5%
8%
5%
4%
2%
4%
4%
7%
3%
4%
b
abc
b
12
13
7
15
15
10
4
14
15
10
15
10
1
5
15
FedEx
4%
4%
6%
4%
5%
3%
3%
4%
4%
4%
4%
6%
1%
3%
4%
b
12
8
4
14
12
12
1
14
14
12
12
4
2
9
14
Parcelforce
4%
2%
3%
4%
4%
4%
1%
5%
4%
5%
3%
3%
2%
5%
4%
e
e
10
11
7
12
9
12
3
12
14
6
14
5
2
6
14
UPS
3%
4%
6%
3%
3%
4%
2%
4%
4%
2%
4%
3%
3%
4%
3%
5
5
8
8
8
6
4
11
8
7
8
2
2
9
13
DHL
1%
2%
6%
2%
3%
2%
3%
3%
2%
3%
2%
1%
3%
6%
3%
b
c
Interlink / Interlink
8
9
*
9
7
9
2
9
9
5
9
3
*
5
9
Express / Direct
2%
3%
*%
2%
2%
3%
1%
3%
2%
2%
2%
2%
1%
3%
2%
8
8
4
8
8
6
7
8
8
7
8
3
3
2
8
City Link Post
2%
3%
4%
2%
3%
2%
5%
2%
2%
3%
2%
2%
3%
1%
2%
4
7
2
7
4
5
2
5
7
5
7
4
-
4
7
Wey Group International
1%
2%
2%
2%
1%
2%
1%
2%
2%
2%
2%
2%
-%
2%
2%
3
2
-
4
6
6
*
6
4
2
4
4
*
1
6
Hermes
1%
1%
-%
1%
2%
2%
*%
2%
1%
1%
1%
3%
1%
1%
2%
4
3
1
5
1
5
1
2
5
5
5
4
1
*
5
DX
1%
1%
1%
1%
*%
1%
1%
1%
1%
2%
1%
3%
1%
*%
1%
a
4
4
2
4
4
4
-
4
4
4
4
2
-
2
4
Freight - Better / Night
1%
1%
2%
1%
1%
1%
-%
1%
1%
2%
1%
1%
-%
1%
1%
3
3
*
3
3
3
2
3
3
3
3
-
-
3
3
Local Courier
1%
1%
*%
1%
1%
1%
1%
1%
1%
1%
1%
-%
-%
2%
1%
2
2
*
2
2
*
*
2
2
2
2
*
-
2
2
Tuffnels
1%
1%
*%
1%
1%
*%
*%
1%
1%
1%
1%
*%
-%
1%
1%
2
2
-
2
2
2
2
2
2
2
2
-
2
-
2
Pitney Bowes
1%
1%
-%
*%
1%
1%
1%
1%
*%
1%
*%
-%
2%
-%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QV5b. Which would you say is your organisation's main mail service provider in terms of the value of your contract with them?
Base: All Respondents who use 2 or more mail service providers
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
148
392
298
330
168
343
396
296
390
159
89
160
410
Unweighted total
313
310
118
376
276
319
138
320
380
259
373
155
79
161
398
Weighted total
2
2
-
2
-
2
-
2
2
2
2
2
-
-
2
Priority Express
1%
1%
-%
*%
-%
1%
-%
1%
*%
1%
*%
1%
-%
-%
*%
1
1
1
1
1
1
1
1
1
1
1
*
*
1
1
DPD
*%
*%
1%
*%
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
1
1
-
1
*
*
-
*
1
1
1
1
-
-
1
Haynes
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
1%
-%
-%
*%
*
1
-
1
*
1
*
*
1
1
1
*
*
-
1
First Post
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
1%
-%
*%
*
-
*
*
*
-
-
*
*
-
*
*
-
-
*
Parcels to go
*%
-%
*%
*%
*%
-%
-%
*%
*%
-%
*%
*%
-%
-%
*%
-
*
-
*
-
*
-
-
*
*
*
-
*
-
*
Legal Post
-%
*%
-%
*%
-%
*%
-%
-%
*%
*%
*%
-%
1%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QV5b. Which would you say is your organisation's main mail service provider in terms of the value of your contract with them?
Base: All Respondents who use 2 or more mail service providers
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
148
392
298
330
168
343
396
296
390
159
89
160
410
Unweighted total
313
310
118
376
276
319
138
320
380
259
373
155
79
161
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
AJG Parcels
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
38
35
12
42
29
36
22
39
42
24
42
14
8
19
43
Other answers
12%
11%
10%
11%
11%
11%
16%
12%
11%
9%
11%
9%
10%
12%
11%
b
150
138
53
172
117
144
61
131
173
128
168
73
37
69
179
NET: RM
48%
45%
45%
46%
42%
45%
44%
41%
45%
49%
45%
47%
47%
43%
45%
d
NET: Provider other than
164
171
64
204
159
175
77
189
207
131
205
82
42
92
218
RM
52%
55%
55%
54%
58%
55%
56%
59%
55%
51%
55%
53%
53%
57%
55%
b
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
290
47
71
174
405
293
-
410
359
405
372
404
319
12
77
410
Unweighted total
283
44
69
143
392
262
-
398
338
390
350
388
310
11
74
398
Weighted total
136
15
28
73
176
117
-
179
147
174
152
172
140
7
35
179
Royal Mail
48%
34%
41%
51%
45%
45%
-%
45%
43%
45%
44%
44%
45%
62%
48%
45%
24
2
3
8
29
20
-
29
26
29
26
29
23
*
6
29
TNT
9%
4%
4%
6%
7%
8%
-%
7%
8%
7%
7%
8%
8%
2%
8%
7%
10
*
13
7
23
14
-
23
20
23
21
23
16
*
7
23
UK Mail
3%
1%
19%
5%
6%
5%
-%
6%
6%
6%
6%
6%
5%
4%
9%
6%
bc
12
2
2
3
16
9
-
16
16
16
14
16
11
2
3
16
APC
4%
5%
3%
2%
4%
3%
-%
4%
5%
4%
4%
4%
4%
19%
4%
4%
7
7
1
5
15
13
-
15
15
15
13
15
13
-
2
15
FedEx
2%
17%
2%
4%
4%
5%
-%
4%
5%
4%
4%
4%
4%
-%
3%
4%
ac
9
1
4
4
14
12
-
14
14
14
14
14
12
-
-
14
Parcelforce
3%
3%
6%
3%
4%
5%
-%
4%
4%
4%
4%
4%
4%
-%
-%
4%
9
3
2
5
14
10
-
14
12
14
14
14
11
-
3
14
UPS
3%
6%
3%
4%
4%
4%
-%
3%
4%
4%
4%
4%
3%
-%
4%
3%
12
-
-
9
11
8
-
13
8
11
8
11
11
-
-
13
DHL
4%
-%
-%
6%
3%
3%
-%
3%
2%
3%
2%
3%
3%
-%
-%
3%
b
Interlink / Interlink
6
*
3
3
9
4
-
9
6
9
9
9
8
-
1
9
Express / Direct
2%
*%
4%
2%
2%
1%
-%
2%
2%
2%
3%
2%
3%
-%
2%
2%
7
*
1
3
8
4
-
8
6
8
8
8
8
-
-
8
City Link Post
2%
1%
1%
2%
2%
1%
-%
2%
2%
2%
2%
2%
3%
-%
-%
2%
5
-
2
4
7
5
-
7
7
7
5
7
5
-
2
7
Wey Group International
2%
-%
3%
3%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%
4
-
2
-
6
4
-
6
4
6
6
6
4
-
2
6
Hermes
2%
-%
3%
-%
2%
1%
-%
2%
1%
2%
2%
2%
1%
-%
3%
2%
3
2
-
*
5
4
-
5
3
5
5
5
3
-
1
5
DX
1%
4%
-%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
2
2
-
-
4
4
-
4
4
4
2
4
4
-
-
4
Freight - Better / Night
1%
4%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
3
*
-
*
3
3
-
3
3
3
3
3
3
-
*
3
Local Courier
1%
1%
-%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
2
-
*
2
2
2
-
2
2
2
2
2
2
-
-
2
Tuffnels
1%
-%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
2
-
-
2
2
2
-
2
2
2
2
2
2
-
-
2
Pitney Bowes
1%
-%
-%
1%
*%
1%
-%
*%
1%
*%
1%
*%
1%
-%
-%
*%
2
-
-
-
2
-
-
2
2
2
2
2
2
-
-
2
Priority Express
1%
-%
-%
-%
*%
-%
-%
*%
1%
*%
1%
*%
1%
-%
-%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
290
47
71
174
405
293
-
410
359
405
372
404
319
12
77
410
Unweighted total
283
44
69
143
392
262
-
398
338
390
350
388
310
11
74
398
Weighted total
1
-
*
1
1
1
-
1
1
1
1
1
1
-
*
1
DPD
*%
-%
1%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
*
-
-
1
1
-
1
1
1
1
1
*
-
*
1
Haynes
*%
1%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
-
*
*
1
1
1
-
1
*
1
1
1
*
-
*
1
First Post
-%
1%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
-
-
*
*
*
*
-
*
*
*
*
*
-
-
*
*
Parcels to go
-%
-%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
1%
*%
-
*
-
*
*
*
-
*
-
*
*
*
-
-
*
*
Legal Post
-%
1%
-%
*%
*%
*%
-%
*%
-%
*%
*%
*%
-%
-%
1%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
AJG Parcels
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
290
47
71
174
405
293
-
410
359
405
372
404
319
12
77
410
Unweighted total
283
44
69
143
392
262
-
398
338
390
350
388
310
11
74
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
29
8
6
15
43
26
-
43
41
43
40
43
30
1
12
43
Other answers
10%
19%
8%
10%
11%
10%
-%
11%
12%
11%
12%
11%
10%
13%
16%
11%
136
15
28
73
176
117
-
179
147
174
152
172
140
7
35
179
NET: RM
48%
34%
41%
51%
45%
45%
-%
45%
43%
45%
44%
44%
45%
62%
48%
45%
NET: Provider other than
147
29
41
70
216
145
-
218
191
216
197
216
170
4
39
218
RM
52%
66%
59%
49%
55%
55%
-%
55%
57%
55%
56%
56%
55%
38%
52%
55%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
9
362
264
139
34
263
3
407
114
296
248
43
113
410
Unweighted total
8
352
255
137
31
253
4
394
111
287
228
44
125
398
Weighted total
5
154
116
63
15
126
2
178
56
123
125
16
38
179
Royal Mail
57%
44%
46%
46%
47%
50%
50%
45%
51%
43%
55%
36%
31%
45%
ab
*
23
21
8
*
15
-
29
7
22
17
4
8
29
TNT
1%
7%
8%
6%
1%
6%
-%
7%
7%
8%
7%
10%
7%
7%
-
21
12
11
-
16
-
23
3
20
10
3
10
23
UK Mail
-%
6%
5%
8%
-%
6%
-%
6%
3%
7%
4%
7%
8%
6%
-
16
8
8
2
8
-
16
2
14
6
2
8
16
APC
-%
5%
3%
6%
6%
3%
-%
4%
2%
5%
3%
5%
6%
4%
-
15
4
11
5
8
-
15
4
11
7
4
4
15
FedEx
-%
4%
2%
8%
17%
3%
-%
4%
4%
4%
3%
10%
4%
4%
b
a
c
-
14
9
3
1
6
-
14
2
12
6
3
5
14
Parcelforce
-%
4%
4%
2%
2%
3%
-%
4%
2%
4%
3%
8%
4%
4%
*
13
7
7
1
8
-
14
4
10
8
1
5
14
UPS
6%
4%
3%
5%
2%
3%
-%
3%
4%
3%
3%
3%
4%
3%
1
12
9
2
*
10
-
13
3
10
5
*
8
13
DHL
16%
3%
3%
1%
*%
4%
-%
3%
3%
4%
2%
*%
7%
3%
c
Interlink / Interlink
-
7
9
*
*
6
-
9
2
7
2
*
7
9
Express / Direct
-%
2%
4%
*%
*%
2%
-%
2%
2%
2%
1%
*%
5%
2%
a
c
*
5
8
-
-
5
-
8
3
5
7
1
-
8
City Link Post
2%
2%
3%
-%
-%
2%
-%
2%
3%
2%
3%
3%
-%
2%
a
-
7
4
4
-
5
-
7
-
7
5
-
2
7
Wey Group International
-%
2%
1%
3%
-%
2%
-%
2%
-%
2%
2%
-%
1%
2%
-
6
6
*
-
4
-
6
3
4
*
-
6
6
Hermes
-%
2%
2%
*%
-%
2%
-%
2%
2%
1%
*%
-%
5%
2%
c
1
4
4
*
*
4
1
4
2
3
4
-
1
5
DX
16%
1%
1%
*%
2%
1%
36%
1%
2%
1%
2%
-%
*%
1%
-
2
4
-
-
2
-
4
2
2
-
2
2
4
Freight - Better / Night
-%
1%
2%
-%
-%
1%
-%
1%
2%
1%
-%
4%
2%
1%
c
c
-
3
3
-
-
1
-
3
-
3
3
-
-
3
Local Courier
-%
1%
1%
-%
-%
1%
-%
1%
-%
1%
1%
-%
-%
1%
-
2
2
-
-
*
-
2
*
2
*
-
2
2
Tuffnels
-%
1%
1%
-%
-%
*%
-%
1%
*%
1%
*%
-%
1%
1%
-
2
2
-
-
2
-
2
-
2
2
-
-
2
Pitney Bowes
-%
1%
1%
-%
-%
1%
-%
*%
-%
1%
1%
-%
-%
*%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
9
362
264
139
34
263
3
407
114
296
248
43
113
410
Unweighted total
8
352
255
137
31
253
4
394
111
287
228
44
125
398
Weighted total
-
2
2
-
2
-
-
2
2
-
2
-
-
2
Priority Express
-%
1%
1%
-%
6%
-%
-%
*%
2%
-%
1%
-%
-%
*%
a
a
-
1
1
*
*
1
-
1
*
1
*
*
1
1
DPD
-%
*%
*%
*%
1%
*%
-%
*%
*%
*%
*%
*%
1%
*%
-
*
-
1
*
*
-
1
-
1
*
*
-
1
Haynes
-%
*%
-%
1%
2%
*%
-%
*%
-%
*%
*%
1%
-%
*%
-
1
*
*
1
-
-
1
*
*
-
-
1
1
First Post
-%
*%
*%
*%
2%
-%
-%
*%
*%
*%
-%
-%
*%
*%
a
-
*
-
*
-
-
-
*
*
-
-
-
*
*
Parcels to go
-%
*%
-%
*%
-%
-%
-%
*%
*%
-%
-%
-%
*%
*%
-
*
*
-
*
-
-
*
*
-
-
-
*
*
Legal Post
-%
*%
*%
-%
2%
-%
-%
*%
*%
-%
-%
-%
*%
*%
a
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
-
-
-
-
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
9
362
264
139
34
263
3
407
114
296
248
43
113
410
Unweighted total
8
352
255
137
31
253
4
394
111
287
228
44
125
398
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
AJG Parcels
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
43
26
17
4
25
*
43
12
31
21
4
18
43
Other answers
-%
12%
10%
12%
13%
10%
13%
11%
11%
11%
9%
10%
14%
11%
5
154
116
63
15
126
2
178
56
123
125
16
38
179
NET: RM
57%
44%
46%
46%
47%
50%
50%
45%
51%
43%
55%
36%
31%
45%
ab
NET: Provider other than
3
198
139
73
16
127
2
216
54
164
103
28
87
218
RM
43%
56%
54%
54%
53%
50%
50%
55%
49%
57%
45%
64%
69%
55%
c
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV5b. Which would you say is your organisation's main mail service provider in terms of the value of your contract with them?
Base: All Respondents who use 2 or more mail service providers
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
72
93
120
125
410
Unweighted total
83
89
115
111
398
Weighted total
29
35
56
60
179
Royal Mail
35%
39%
48%
54%
45%
cd
5
7
9
8
29
TNT
6%
8%
8%
7%
7%
10
3
6
4
23
UK Mail
12%
4%
5%
3%
6%
ac
2
5
6
4
16
APC
2%
6%
5%
4%
4%
4
2
10
-
15
FedEx
4%
2%
9%
-%
4%
a
ac
6
4
*
5
14
Parcelforce
7%
4%
*%
4%
4%
b
b
b
2
7
*
4
14
UPS
3%
8%
*%
3%
3%
b
7
2
2
2
13
DHL
9%
2%
2%
2%
3%
ab
Interlink / Interlink
-
4
*
5
9
Express / Direct
-%
5%
*%
4%
2%
b
b
3
-
2
3
8
City Link Post
3%
-%
2%
3%
2%
2
2
2
2
7
Wey Group International
2%
2%
2%
2%
2%
3
2
-
1
6
Hermes
4%
2%
-%
1%
2%
b
*
1
*
3
5
DX
*%
1%
*%
3%
1%
2
2
-
-
4
Freight - Better / Night
2%
2%
-%
-%
1%
-
*
1
1
3
Local Courier
-%
1%
1%
1%
1%
-
*
2
*
2
Tuffnels
-%
*%
2%
*%
1%
-
-
2
-
2
Pitney Bowes
-%
-%
2%
-%
*%
-
-
-
2
2
Priority Express
-%
-%
-%
2%
*%

Columns Tested: a,b,c,d

QV5b. Which would you say is your organisation's main mail service provider in terms of the value of your contract with them?
Base: All Respondents who use 2 or more mail service providers
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
72
93
120
125
410
Unweighted total
83
89
115
111
398
Weighted total
-
*
*
*
1
DPD
-%
1%
*%
*%
*%
-
-
-
1
1
Haynes
-%
-%
-%
1%
*%
-
-
*
*
1
First Post
-%
-%
*%
*%
*%
*
-
-
-
*
Parcels to go
1%
-%
-%
-%
*%
-
-
*
-
*
Legal Post
-%
-%
*%
-%
*%
-
-
-
-
-
Yodel
-%
-%
-%
-%
-%
MHI (Mail Handling
-
-
-
-
-
International)
-%
-%
-%
-%
-%
-
-
-
-
-
Eagle Couriers
-%
-%
-%
-%
-%
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-
-
-
-
-
One Post
-%
-%
-%
-%
-%
-
-
-
-
-
ENC
-%
-%
-%
-%
-%
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-
-
-
-
-
Neo Post
-%
-%
-%
-%
-%
-
-
-
-
-
Fastway Couriers
-%
-%
-%
-%
-%
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-
-
-
-
-
AJG Parcels
-%
-%
-%
-%
-%
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
7
13
16
8
43
Other answers
8%
15%
14%
7%
11%
Columns Tested: a,b,c,d

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
72
93
120
125
410
Unweighted total
83
89
115
111
398
Weighted total
29
35
56
60
179
NET: RM
35%
39%
48%
54%
45%
cd
NET: Provider other than
54
54
60
51
218
RM
65%
61%
52%
46%
55%
a
a
Columns Tested: a,b,c,d

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
310
32
44
51
27
30
38
66
40
31
23
36
19
437
Unweighted total
378
9
16
18
25
51
47
80
35
28
31
55
26
422
Weighted total
49
*
1
3
1
6
6
14
6
*
4
5
6
52
TNT
13%
5%
4%
14%
5%
12%
13%
18%
17%
1%
11%
10%
22%
12%
d
d
dk
d
38
1
1
2
1
6
5
5
3
3
7
4
2
42
Parcelforce
10%
13%
9%
9%
5%
12%
12%
7%
8%
10%
23%
8%
7%
10%
32
-
*
1
1
*
2
11
1
3
4
7
2
33
UPS
8%
-%
3%
5%
6%
1%
4%
14%
4%
11%
12%
12%
7%
8%
hl
l
27
-
1
1
3
5
*
6
1
1
2
6
4
30
UK Mail
7%
-%
9%
3%
10%
9%
*%
7%
4%
5%
6%
12%
14%
7%
g
24
2
*
1
1
2
4
6
3
1
2
5
-
27
DHL
6%
19%
2%
8%
5%
4%
8%
7%
8%
5%
7%
8%
-%
6%
km
23
*
1
1
3
4
*
4
4
1
2
2
2
26
FedEx
6%
5%
4%
5%
13%
8%
*%
5%
12%
5%
6%
4%
7%
6%
g
20
-
1
1
3
6
-
4
4
-
-
3
-
22
APC
5%
-%
4%
5%
10%
12%
-%
5%
13%
-%
-%
5%
-%
5%
dgl
dgl
Interlink / Interlink
18
-
3
*
1
*
7
2
1
5
*
*
-
21
Express / Direct
5%
-%
18%
1%
5%
1%
16%
2%
4%
19%
*%
1%
-%
5%
bfhjlm
bfhjlm
bfhjlm
14
1
1
1
*
2
6
-
-
3
*
2
-
17
DX
4%
15%
5%
7%
2%
4%
12%
-%
-%
11%
1%
4%
-%
4%
efm
f
efm
efm
15
-
*
*
1
4
2
2
-
-
-
2
4
16
Hermes
4%
-%
3%
3%
5%
8%
4%
2%
-%
-%
-%
4%
14%
4%
13
-
1
2
-
6
-
2
1
1
2
-
-
15
City Link Post
3%
-%
4%
11%
-%
12%
-%
2%
4%
5%
6%
-%
-%
4%
bgm
bfglm
6
*
1
2
-
-
2
2
-
3
-
-
-
9
Local Courier
2%
5%
4%
9%
-%
-%
4%
2%
-%
9%
-%
-%
-%
2%
m
m
7
*
*
*
-
-
2
2
-
1
2
-
-
8
Pitney Bowes
2%
1%
3%
3%
-%
-%
4%
2%
-%
5%
6%
-%
-%
2%
7
-
-
-
-
-
-
7
-
-
-
-
-
7
Wey Group International
2%
-%
-%
-%
-%
-%
-%
9%
-%
-%
-%
-%
-%
2%
jkm
6
-
-
-
-
2
2
-
-
-
-
-
2
6
Freight - Better / Night
2%
-%
-%
-%
-%
4%
4%
-%
-%
-%
-%
-%
7%
1%
3
1
-
-
-
1
-
*
-
-
-
2
-
4
DPD
1%
9%
-%
-%
-%
1%
-%
*%
-%
-%
-%
4%
-%
1%
fjm
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
310
32
44
51
27
30
38
66
40
31
23
36
19
437
Unweighted total
378
9
16
18
25
51
47
80
35
28
31
55
26
422
Weighted total
3
-
1
-
1
-
-
-
-
-
-
-
2
4
Parcels to go
1%
-%
6%
-%
5%
-%
-%
-%
-%
-%
-%
-%
7%
1%
fm
2
-
*
-
-
-
2
-
-
-
-
-
-
2
Priority Express
1%
-%
3%
-%
-%
-%
4%
-%
-%
-%
-%
-%
-%
1%
m
2
-
*
-
*
-
-
2
-
-
-
-
*
2
Tuffnels
1%
-%
1%
-%
1%
-%
-%
2%
-%
-%
-%
-%
1%
1%
2
-
-
-
-
-
-
-
-
-
-
-
2
2
One Post
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
7%
*%
-
1
-
-
-
-
-
-
-
-
-
-
-
1
Fastway Couriers
-%
11%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
befgjkm
*
-
*
-
-
-
-
-
-
-
-
*
-
1
Haynes
*%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
First Post
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
ENC
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
-
-
-
*
-
-
-
-
-
-
-
-
-
*
AJG Parcels
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
*
-
-
-
-
-
-
*
-
-
-
-
-
*
Neo Post
*%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
MHI (Mail Handling
-
-
-
*
-
-
-
-
-
-
-
-
-
*
International)
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
*
-
-
-
-
-
*
-
-
-
-
-
-
*
Yodel
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
-
-
-
*
-
-
-
-
-
-
-
-
-
*
Eagle Couriers
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
310
32
44
51
27
30
38
66
40
31
23
36
19
437
Unweighted total
378
9
16
18
25
51
47
80
35
28
31
55
26
422
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Legal Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
68
2
3
1
7
5
7
11
9
4
7
15
2
74
Other answers
18%
18%
18%
8%
27%
10%
16%
14%
27%
15%
23%
28%
7%
18%
j
j
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 173       | 39     | 398 | 122   | 315   | 147 | 21   | 14                    | 27         | 85         | 290             |
| 437                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 189       | 17     | 406 | 100   | 323   | 25  | 3    | 2                     | 5          | 14         | 398             |
| 422                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 5         | 14                      | 28        | 1      | 52  | 10    | 42    | 4   | *    | *                     | 1          | 2          | 49              |
| 52                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| TNT                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10%                                               | 9%        | 12%                     | 15%       | 3%     | 13% | 11%   | 13%   | 15% | 9%   | 19%                   | 17%        | 15%        | 12%             |
| 12%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 3         | 8                       | 27        | 2      | 40  | 5     | 37    | 1   | *    | *                     | -          | 1          | 41              |
| 42                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcelforce                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | 6%        | 7%                      | 14%       | 12%    | 10% | 5%    | 11%   | 4%  | 3%   | 15%                   | -%         | 4%         | 10%             |
| 10%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bd                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | f         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 11                                                | 7         | 7                       | 8         | 3      | 30  | 9     | 24    | 2   | 1    | -                     | *          | 1          | 31              |
| 33                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UPS                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 18%                                               | 13%       | 6%                      | 4%        | 19%    | 7%  | 9%    | 7%    | 8%  | 29%  | -%                    | 4%         | 6%         | 8%              |
| 8%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                                                 | 6         | 9                       | 7         | *      | 29  | 5     | 25    | 1   | *    | *                     | *          | *          | 28              |
| 30                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UK Mail                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                                               | 10%       | 8%                      | 4%        | 2%     | 7%  | 5%    | 8%    | 4%  | 4%   | 5%                    | 7%         | 3%         | 7%              |
| 7%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 1         | 8                       | 16        | *      | 27  | 6     | 21    | 2   | *    | -                     | 1          | 1          | 25              |
| 27                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DHL                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 1%        | 7%                      | 8%        | 2%     | 7%  | 6%    | 6%    | 8%  | 12%  | -%                    | 11%        | 7%         | 6%              |
| 6%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 4         | 5                       | 13        | *      | 25  | 6     | 19    | 2   | *    | *                     | *          | 2          | 23              |
| 26                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| FedEx                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | 7%        | 4%                      | 7%        | 3%     | 6%  | 6%    | 6%    | 9%  | 8%   | 6%                    | 4%         | 12%        | 6%              |
| 6%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 4         | 6                       | 10        | *      | 21  | 4     | 18    | 2   | *    | -                     | *          | 1          | 20              |
| 22                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| APC                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | 7%        | 5%                      | 5%        | 2%     | 5%  | 4%    | 6%    | 7%  | 11%  | -%                    | 7%         | 6%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Interlink / Interlink                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 5         | 3                       | 10        | *      | 21  | 7     | 14    | 1   | -    | *                     | *          | 1          | 20              |
| 21                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Express / Direct                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 10%       | 2%                      | 5%        | 1%     | 5%  | 7%    | 4%    | 6%  | -%   | 6%                    | 10%        | 6%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 10                      | 4         | 2      | 15  | 3     | 14    | 2   | *    | *                     | 1          | 1          | 15              |
| 17                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DX                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 2%        | 8%                      | 2%        | 15%    | 4%  | 3%    | 4%    | 8%  | 7%   | 5%                    | 18%        | 6%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | -         | 5                       | 7         | 1      | 14  | 7     | 9     | -   | -    | -                     | -          | -          | 16              |
| 16                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Hermes                                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | -%        | 4%                      | 4%        | 8%     | 4%  | 7%    | 3%    | -%  | -%   | -%                    | -%         | -%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| f                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 4         | 5                       | 2         | *      | 15  | 8     | 7     | *   | *    | -                     | *          | *          | 15              |
| 15                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| City Link Post                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 7%        | 4%                      | 1%        | 1%     | 4%  | 8%    | 2%    | 2%  | 4%   | -%                    | 4%         | 1%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 4                       | 5         | *      | 9   | 1     | 8     | *   | *    | *                     | -          | -          | 9               |
| 9                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Local Courier                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | *%        | 3%                      | 2%        | 1%     | 2%  | 1%    | 2%    | 1%  | 3%   | 5%                    | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 7                       | 1         | *      | 8   | 2     | 5     | *   | -    | -                     | -          | *          | 8               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Pitney Bowes                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 6%                      | 1%        | 1%     | 2%  | 2%    | 2%    | *%  | -%   | -%                    | -%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ad                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 2                       | 4         | 2      | 5   | -     | 7     | -   | -    | -                     | -          | -          | 7               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Wey Group International                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | 2%                      | 2%        | 11%    | 1%  | -%    | 2%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 4                       | -         | -      | 6   | 4     | 2     | -   | -    | -                     | -          | -          | 6               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Freight - Better / Night                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | 3%                      | -%        | -%     | 1%  | 4%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 2                       | 1         | *      | 4   | 1     | 3     | 1   | *    | -                     | *          | 1          | 3               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| DPD                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 1%        | 2%                      | 1%        | 1%     | 1%  | 1%    | 1%    | 6%  | 3%   | -%                    | 5%         | 8%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | *                       | 3         | -      | 4   | 2     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcels to go                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 1%        | *%                      | 2%        | -%     | 1%  | 2%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 173       | 39     | 398 | 122   | 315   | 147 | 21   | 14                    | 27         | 85         | 290             |
| 437                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 189       | 17     | 406 | 100   | 323   | 25  | 3    | 2                     | 5          | 14         | 398             |
| 422                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2                       | *         | -      | 2   | -     | 2     | *   | -    | -                     | -          | *          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Priority Express                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 2%                      | *%        | -%     | 1%  | -%    | 1%    | 1%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | *                       | -         | *      | 2   | *     | 2     | *   | *    | -                     | *          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Tuffnels                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 3%        | *%                      | -%        | 1%     | 1%  | *%    | 1%    | 2%  | 6%   | -%                    | 5%         | -%         | *%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | -                       | -         | -      | 2   | 2     | -     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| One Post                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | -%                      | -%        | -%     | *%  | 2%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | *         | -                       | -         | -      | 1   | 1     | -     | *   | -    | *                     | -          | -          | 1               |
| 1                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fastway Couriers                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 1%        | -%                      | -%        | -%     | *%  | 1%    | -%    | *%  | -%   | 5%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | -                       | -         | *      | *   | 1     | -     | *   | -    | -                     | -          | *          | *               |
| 1                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Haynes                                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 1%        | -%                      | -%        | 2%     | *%  | 1%    | -%    | 1%  | -%   | -%                    | -%         | 2%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | *         | -      | *   | -     | *     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| First Post                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | *%        | -%     | *%  | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *                       | -         | -      | *   | -     | *     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ENC                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%                      | -%        | -%     | *%  | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | *         | -      | *   | *     | -     | -   | -    | -                     | -          | -          | *               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| AJG Parcels                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | *%        | -%     | *%  | *%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | *                       | -         | -      | *   | -     | *     | *   | -    | *                     | -          | *          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neo Post                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | *%                      | -%        | -%     | *%  | -%    | *%    | 1%  | -%   | 6%                    | -%         | 1%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| MHI (Mail Handling                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -                       | *         | -      | *   | *     | *     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| International)                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%                      | *%        | -%     | *%  | *%    | *%    | 1%  | -%   | -%                    | -%         | 2%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | -                       | -         | -      | *   | -     | *     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Yodel                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | -%                      | -%        | -%     | *%  | -%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | -                       | -         | *      | -   | -     | *     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Eagle Couriers                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | -%                      | -%        | 1%     | -%  | -%    | *%    | *%  | -%   | -%                    | -%         | 1%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Lynx                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fast Track                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Euro                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| UK / British Mail                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Global Mailing                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Business Post                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Legal Post                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 173       | 39     | 398 | 122   | 315   | 147 | 21   | 14                    | 27         | 85         | 290             |
| 437                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 189       | 17     | 406 | 100   | 323   | 25  | 3    | 2                     | 5          | 14         | 398             |
| 422                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Parcel Live                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | 11        | 17                      | 42        | 3      | 72  | 15    | 59    | 3   | -    | 1                     | *          | 2          | 71              |
| 74                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other answers                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | 20%       | 14%                     | 22%       | 15%    | 18% | 15%   | 18%   | 14% | -%   | 28%                   | 8%         | 17%        | 18%             |
| 18%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
47
290
8
31
53
74
68
89
114
437
Unweighted total
217
179
123
274
23
33
34
37
295
4
12
44
66
69
88
138
422
Weighted total
29
19
9
39
*
2
6
2
42
*
1
7
7
2
17
18
52
TNT
14%
10%
7%
14%
2%
7%
16%
6%
14%
8%
7%
16%
11%
3%
19%
13%
12%
e
e
c
c
c
14
23
7
30
1
2
-
-
38
-
*
3
1
6
8
23
42
Parcelforce
7%
13%
6%
11%
6%
7%
-%
-%
13%
-%
2%
6%
2%
9%
9%
17%
10%
b
bc
df
14
19
11
22
*
7
4
*
21
-
2
6
4
4
7
10
33
UPS
6%
11%
9%
8%
1%
21%
11%
1%
7%
-%
20%
13%
6%
5%
8%
8%
8%
abe
acd
23
5
14
14
7
2
1
5
15
*
*
7
5
7
6
4
30
UK Mail
11%
3%
12%
5%
30%
6%
4%
12%
5%
3%
4%
17%
7%
10%
6%
3%
7%
a
a
abcd
a
15
12
8
19
-
*
3
5
19
-
-
*
3
7
2
15
27
DHL
7%
7%
6%
7%
-%
*%
7%
14%
6%
-%
-%
1%
4%
10%
2%
11%
6%
de
be
be
14
11
9
16
2
2
2
1
19
1
*
*
5
5
7
7
26
FedEx
6%
6%
7%
6%
10%
6%
5%
2%
6%
32%
1%
*%
8%
7%
8%
5%
6%
16
5
6
15
2
2
5
1
12
-
*
7
2
6
3
5
22
APC
7%
3%
5%
5%
7%
7%
14%
3%
4%
-%
2%
15%
2%
9%
3%
3%
5%
a
a
abd
Interlink / Interlink
9
11
5
14
2
1
2
4
12
-
*
2
6
4
5
4
21
Express / Direct
4%
6%
4%
5%
9%
2%
5%
10%
4%
-%
3%
4%
8%
6%
6%
3%
5%
5
10
5
10
*
1
*
2
14
*
3
2
5
6
1
*
17
DX
2%
6%
4%
4%
1%
2%
1%
6%
5%
5%
22%
4%
7%
9%
1%
*%
4%
abde
a
ab
4
11
2
14
2
4
-
2
8
-
-
2
2
2
2
8
16
Hermes
2%
6%
2%
5%
9%
11%
-%
5%
3%
-%
-%
5%
3%
3%
2%
6%
4%
b
a
8
7
7
8
2
4
2
-
7
*
1
3
4
1
2
4
15
City Link Post
4%
4%
6%
3%
9%
12%
7%
-%
2%
5%
11%
6%
6%
2%
2%
3%
4%
ab
ab
b
5
4
5
4
-
*
-
-
8
-
-
-
4
2
*
2
9
Local Courier
2%
2%
4%
1%
-%
1%
-%
-%
3%
-%
-%
-%
6%
3%
1%
2%
2%
b
2
1
2
1
-
2
-
1
5
-
2
1
4
-
1
-
8
Pitney Bowes
1%
1%
1%
*%
-%
5%
-%
3%
2%
-%
15%
3%
5%
-%
1%
-%
2%
abc
a
7
-
4
4
-
-
2
-
5
-
-
-
-
4
-
4
7
Wey Group International
3%
-%
3%
1%
-%
-%
5%
-%
2%
-%
-%
-%
-%
5%
-%
3%
2%
a
bd
4
2
4
2
-
2
-
-
4
-
-
-
-
2
2
2
6
Freight - Better / Night
2%
1%
3%
1%
-%
6%
-%
-%
1%
-%
-%
-%
-%
3%
2%
1%
1%
a
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
47
290
8
31
53
74
68
89
114
437
Unweighted total
217
179
123
274
23
33
34
37
295
4
12
44
66
69
88
138
422
Weighted total
1
3
*
3
*
*
*
*
3
-
*
*
*
-
1
2
4
DPD
1%
2%
*%
1%
1%
*%
1%
*%
1%
-%
3%
1%
*%
-%
1%
2%
1%
*
4
*
4
-
-
-
-
4
-
-
-
*
-
-
4
4
Parcels to go
*%
2%
*%
1%
-%
-%
-%
-%
1%
-%
-%
-%
1%
-%
-%
3%
1%
2
1
2
1
-
-
-
2
1
-
-
-
*
-
2
-
2
Priority Express
1%
*%
1%
*%
-%
-%
-%
5%
*%
-%
-%
-%
1%
-%
2%
-%
1%
a
2
*
2
*
-
*
2
*
-
-
-
*
*
*
-
2
2
Tuffnels
1%
*%
2%
*%
-%
*%
5%
1%
-%
-%
-%
*%
*%
*%
-%
1%
1%
a
-
2
-
2
-
-
2
-
-
2
-
-
-
-
-
-
2
One Post
-%
1%
-%
1%
-%
-%
5%
-%
-%
44%
-%
-%
-%
-%
-%
-%
*%
a
-
1
-
1
1
-
*
-
-
-
*
-
1
-
-
-
1
Fastway Couriers
-%
1%
-%
*%
3%
-%
1%
-%
-%
-%
1%
-%
1%
-%
-%
-%
*%
a
a
1
-
-
1
*
-
-
-
*
-
-
1
-
-
-
-
1
Haynes
*%
-%
-%
*%
1%
-%
-%
-%
*%
-%
-%
2%
-%
-%
-%
-%
*%
*
-
*
-
-
-
-
-
*
-
-
*
-
-
-
-
*
First Post
*%
-%
*%
-%
-%
-%
-%
-%
*%
-%
-%
1%
-%
-%
-%
-%
*%
-
*
-
*
-
-
-
*
-
-
-
-
-
*
-
-
*
ENC
-%
*%
-%
*%
-%
-%
-%
1%
-%
-%
-%
-%
-%
1%
-%
-%
*%
-
*
*
-
-
-
-
-
*
-
-
-
-
-
-
*
*
AJG Parcels
-%
*%
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
-
*
-
*
-
-
-
-
*
-
-
*
*
-
-
-
*
Neo Post
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
-%
*%
*%
-%
-%
-%
*%
MHI (Mail Handling
-
*
-
-
-
-
-
-
*
-
-
*
*
-
-
-
*
International)
-%
*%
-%
-%
-%
-%
-%
-%
*%
-%
-%
*%
*%
-%
-%
-%
*%
-
*
-
*
-
-
-
-
*
-
-
*
-
-
-
-
*
Yodel
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
-%
*%
-%
-%
-%
-%
*%
-
*
-
*
-
-
-
*
-
-
*
-
-
-
-
-
*
Eagle Couriers
-%
*%
-%
*%
-%
-%
-%
*%
-%
-%
1%
-%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
47
290
8
31
53
74
68
89
114
437
Unweighted total
217
179
123
274
23
33
34
37
295
4
12
44
66
69
88
138
422
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Legal Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
41
27
19
49
2
1
4
11
55
*
1
2
14
10
23
23
74
Other answers
19%
15%
15%
18%
11%
4%
11%
30%
19%
3%
10%
5%
21%
15%
26%
17%
18%
de
d
e
e
e
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
319
334
151
414
310
350
172
358
416
310
409
165
95
171
437
Unweighted total
312
308
119
396
288
338
140
339
399
273
390
161
86
171
422
Weighted total
33
43
14
47
34
38
8
37
48
29
46
15
10
27
52
TNT
11%
14%
12%
12%
12%
11%
6%
11%
12%
10%
12%
9%
12%
16%
12%
e
e
e
e
27
27
7
39
29
32
9
40
37
31
35
8
12
22
42
Parcelforce
9%
9%
6%
10%
10%
10%
7%
12%
9%
11%
9%
5%
13%
13%
10%
c
c
27
25
18
29
24
25
12
27
31
20
31
13
5
15
33
UPS
9%
8%
15%
7%
8%
7%
8%
8%
8%
7%
8%
8%
6%
9%
8%
ab
23
22
7
29
24
26
9
24
29
18
29
11
8
9
30
UK Mail
7%
7%
6%
7%
8%
8%
6%
7%
7%
7%
7%
7%
9%
6%
7%
15
17
15
21
17
16
9
20
21
15
21
9
6
12
27
DHL
5%
6%
13%
5%
6%
5%
6%
6%
5%
6%
5%
6%
7%
7%
6%
ab
18
22
10
25
19
18
9
22
25
18
23
12
4
10
26
FedEx
6%
7%
9%
6%
7%
5%
7%
6%
6%
7%
6%
7%
4%
6%
6%
17
16
3
20
18
21
15
20
22
10
22
7
6
8
22
APC
6%
5%
3%
5%
6%
6%
11%
6%
5%
4%
6%
5%
7%
5%
5%
abcd
Interlink / Interlink
18
12
1
21
10
20
5
17
21
12
21
7
3
11
21
Express / Direct
6%
4%
1%
5%
3%
6%
3%
5%
5%
4%
5%
4%
3%
7%
5%
c
14
13
2
17
11
17
8
9
17
17
17
14
3
*
17
DX
5%
4%
2%
4%
4%
5%
6%
3%
4%
6%
4%
9%
4%
*%
4%
d
a
a
12
9
2
16
11
12
*
13
14
8
12
10
2
3
16
Hermes
4%
3%
2%
4%
4%
4%
*%
4%
3%
3%
3%
6%
3%
2%
4%
e
e
e
e
a
15
13
6
15
11
12
12
15
15
13
15
7
4
5
15
City Link Post
5%
4%
5%
4%
4%
4%
9%
5%
4%
5%
4%
4%
5%
3%
4%
acf
6
7
3
7
8
8
3
8
7
6
7
4
1
5
9
Local Courier
2%
2%
3%
2%
3%
2%
2%
2%
2%
2%
2%
2%
1%
3%
2%
3
3
1
8
6
8
4
7
8
8
8
2
4
2
8
Pitney Bowes
1%
1%
1%
2%
2%
2%
3%
2%
2%
3%
2%
1%
5%
1%
2%
4
7
2
7
4
5
2
5
7
5
7
4
-
4
7
Wey Group International
1%
2%
2%
2%
1%
2%
1%
2%
2%
2%
2%
2%
-%
2%
2%
6
6
2
6
6
6
-
4
6
6
6
2
2
2
6
Freight - Better / Night
2%
2%
2%
1%
2%
2%
-%
1%
1%
2%
1%
1%
2%
1%
1%
4
2
2
4
1
4
1
2
4
2
4
1
*
3
4
DPD
1%
1%
2%
1%
*%
1%
1%
1%
1%
1%
1%
*%
*%
2%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
319
334
151
414
310
350
172
358
416
310
409
165
95
171
437
Unweighted total
312
308
119
396
288
338
140
339
399
273
390
161
86
171
422
Weighted total
4
4
1
4
1
3
-
1
4
4
4
2
-
2
4
Parcels to go
1%
1%
1%
1%
*%
1%
-%
*%
1%
1%
1%
1%
-%
1%
1%
2
2
1
2
1
2
*
2
2
2
2
2
-
*
2
Priority Express
1%
1%
1%
1%
*%
1%
*%
1%
1%
1%
1%
1%
-%
*%
1%
2
2
*
2
2
*
*
2
2
2
2
*
-
2
2
Tuffnels
1%
1%
*%
1%
1%
*%
*%
1%
1%
1%
1%
*%
-%
1%
1%
2
-
-
2
-
2
-
2
2
2
2
2
-
-
2
One Post
1%
-%
-%
*%
-%
1%
-%
1%
*%
1%
*%
1%
-%
-%
*%
1
1
1
1
1
1
1
1
1
1
1
1
-
*
1
Fastway Couriers
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
1
1
-
1
*
*
-
*
1
1
1
1
-
-
1
Haynes
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
1%
-%
-%
*%
-
*
-
*
-
*
-
-
*
*
*
-
*
-
*
First Post
-%
*%
-%
*%
-%
*%
-%
-%
*%
*%
*%
-%
1%
-%
*%
*
*
-
*
*
*
*
*
*
*
*
*
-
-
*
ENC
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
*
-
*
*
*
-
-
*
*
-
*
-
-
*
AJG Parcels
-%
*%
-%
*%
*%
*%
-%
-%
*%
*%
-%
*%
-%
-%
*%
-
*
*
*
*
*
*
*
*
*
*
*
*
-
*
Neo Post
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
MHI (Mail Handling
*
*
*
*
*
*
-
*
*
*
*
*
-
-
*
International)
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
*
-
-
*
*
*
-
*
*
*
*
*
-
-
*
Yodel
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
*
*
-
*
*
*
*
*
*
*
*
-
*
-
*
Eagle Couriers
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
319
334
151
414
310
350
172
358
416
310
409
165
95
171
437
Unweighted total
312
308
119
396
288
338
140
339
399
273
390
161
86
171
422
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Legal Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
57
54
20
71
48
59
32
59
72
44
72
26
16
29
74
Other answers
18%
18%
17%
18%
17%
17%
23%
17%
18%
16%
19%
16%
19%
17%
18%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
312
50
73
179
432
309
-
436
381
432
394
431
318
12
77
437
Unweighted total
303
49
69
146
417
278
-
422
360
415
372
413
309
11
74
422
Weighted total
40
7
5
15
52
37
-
52
45
52
47
52
37
1
11
52
TNT
13%
15%
7%
10%
13%
13%
-%
12%
13%
13%
13%
13%
12%
13%
15%
12%
27
6
8
12
42
32
-
42
40
40
40
38
31
-
4
42
Parcelforce
9%
12%
12%
8%
10%
12%
-%
10%
11%
10%
11%
9%
10%
-%
6%
10%
21
3
10
19
33
22
-
33
27
31
27
31
23
3
7
33
UPS
7%
5%
14%
13%
8%
8%
-%
8%
8%
8%
7%
8%
7%
28%
9%
8%
c
13
*
16
9
30
18
-
30
25
30
28
30
21
*
7
30
UK Mail
4%
1%
24%
6%
7%
7%
-%
7%
7%
7%
7%
7%
7%
4%
9%
7%
bc
22
4
*
15
25
17
-
27
18
25
19
25
22
-
2
27
DHL
7%
8%
*%
10%
6%
6%
-%
6%
5%
6%
5%
6%
7%
-%
3%
6%
a
a
18
6
2
9
26
20
-
26
22
26
21
26
22
-
3
26
FedEx
6%
12%
3%
6%
6%
7%
-%
6%
6%
6%
6%
6%
7%
-%
4%
6%
16
4
2
4
22
11
-
22
21
22
20
22
16
2
3
22
APC
5%
7%
3%
3%
5%
4%
-%
5%
6%
5%
5%
5%
5%
19%
4%
5%
Interlink / Interlink
15
2
4
7
21
10
-
21
13
21
18
21
16
-
3
21
Express / Direct
5%
4%
5%
5%
5%
4%
-%
5%
4%
5%
5%
5%
5%
-%
5%
5%
13
2
2
2
17
9
-
17
13
17
17
17
9
2
4
17
DX
4%
4%
3%
1%
4%
3%
-%
4%
4%
4%
5%
4%
3%
20%
5%
4%
12
-
4
4
16
15
-
16
16
16
16
16
12
-
4
16
Hermes
4%
-%
6%
3%
4%
6%
-%
4%
4%
4%
4%
4%
4%
-%
5%
4%
12
1
2
6
15
7
-
15
14
15
15
15
14
1
1
15
City Link Post
4%
2%
3%
4%
4%
2%
-%
4%
4%
4%
4%
4%
5%
12%
2%
4%
4
2
2
2
9
6
-
9
7
9
8
9
7
-
1
9
Local Courier
1%
5%
3%
1%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%
7
-
*
3
8
4
-
8
5
8
8
8
3
-
-
8
Pitney Bowes
2%
-%
1%
2%
2%
1%
-%
2%
2%
2%
2%
2%
1%
-%
-%
2%
5
-
2
4
7
5
-
7
7
7
5
7
5
-
2
7
Wey Group International
2%
-%
3%
2%
2%
2%
-%
2%
2%
2%
1%
2%
2%
-%
2%
2%
4
2
-
2
6
6
-
6
6
6
4
6
6
-
-
6
Freight - Better / Night
1%
4%
-%
1%
1%
2%
-%
1%
2%
1%
1%
1%
2%
-%
-%
1%
4
-
*
2
4
2
-
4
4
4
2
4
3
-
1
4
DPD
1%
-%
1%
1%
1%
1%
-%
1%
1%
1%
*%
1%
1%
-%
1%
1%
4
-
*
1
4
2
-
4
2
4
4
4
3
-
1
4
Parcels to go
1%
-%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
2
-
*
1
2
*
-
2
2
2
2
2
2
-
*
2
Priority Express
1%
-%
1%
*%
1%
*%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
312
50
73
179
432
309
-
436
381
432
394
431
318
12
77
437
Unweighted total
303
49
69
146
417
278
-
422
360
415
372
413
309
11
74
422
Weighted total
2
-
-
2
2
2
-
2
2
2
2
2
2
-
-
2
Tuffnels
1%
-%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
-
-
2
-
-
-
-
2
2
2
2
2
2
-
-
2
One Post
-%
-%
3%
-%
-%
-%
-%
*%
*%
*%
*%
*%
1%
-%
-%
*%
c
*
-
1
1
1
1
-
1
1
1
1
1
1
-
-
1
Fastway Couriers
*%
-%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
*
-
-
1
1
-
1
1
1
1
1
*
-
*
1
Haynes
*%
1%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
-
*
-
*
*
*
-
*
-
*
*
*
-
-
*
*
First Post
-%
1%
-%
*%
*%
*%
-%
*%
-%
*%
*%
*%
-%
-%
1%
*%
*
-
-
-
*
*
-
*
*
*
-
*
*
-
-
*
ENC
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
-%
*%
*%
-%
-%
*%
*
-
-
*
*
*
-
*
*
*
*
*
*
-
-
*
AJG Parcels
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
-
-
*
*
*
-
*
*
*
*
*
*
-
-
*
Neo Post
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
MHI (Mail Handling
*
*
-
*
*
*
-
*
*
*
*
*
*
-
-
*
International)
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
-
-
-
*
-
-
*
*
*
*
*
*
-
-
*
Yodel
*%
-%
-%
-%
*%
-%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
*
-
-
*
-
-
*
*
*
*
*
-
*
-
*
Eagle Couriers
-%
*%
-%
-%
*%
-%
-%
*%
*%
*%
*%
*%
-%
1%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Legal Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
312
50
73
179
432
309
-
436
381
432
394
431
318
12
77
437
Unweighted total
303
49
69
146
417
278
-
422
360
415
372
413
309
11
74
422
Weighted total
58
10
6
28
73
49
-
74
64
73
63
73
50
*
17
74
Other answers
19%
20%
9%
19%
17%
18%
-%
18%
18%
18%
17%
18%
16%
3%
24%
18%
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
385
264
138
34
262
7
430
120
317
259
43
126
437
Unweighted total
8
374
255
135
31
252
8
415
115
307
237
42
139
422
Weighted total
*
40
37
11
*
30
2
50
12
40
34
4
14
52
TNT
1%
11%
15%
8%
1%
12%
24%
12%
10%
13%
14%
10%
10%
12%
a
2
36
26
9
6
24
-
42
10
32
23
4
15
42
Parcelforce
22%
10%
10%
7%
19%
9%
-%
10%
8%
10%
10%
9%
11%
10%
*
30
20
13
1
24
-
33
8
25
20
2
11
33
UPS
6%
8%
8%
10%
2%
10%
-%
8%
7%
8%
8%
4%
8%
8%
-
27
15
12
-
19
-
30
6
23
12
5
13
30
UK Mail
-%
7%
6%
9%
-%
7%
-%
7%
5%
8%
5%
12%
9%
7%
1
23
17
7
2
19
*
27
6
21
17
2
9
27
DHL
16%
6%
7%
5%
6%
8%
1%
7%
6%
7%
7%
4%
6%
6%
-
25
12
13
5
18
-
26
9
16
13
6
6
26
FedEx
-%
7%
5%
9%
16%
7%
-%
6%
8%
5%
6%
14%
5%
6%
a
-
22
13
8
2
11
-
22
6
16
10
2
9
22
APC
-%
6%
5%
6%
6%
4%
-%
5%
5%
5%
4%
5%
7%
5%
Interlink / Interlink
-
19
16
4
1
13
-
21
6
15
12
*
9
21
Express / Direct
-%
5%
6%
3%
5%
5%
-%
5%
6%
5%
5%
1%
6%
5%
1
16
9
6
1
6
1
16
5
12
14
*
2
17
DX
16%
4%
3%
4%
4%
2%
17%
4%
4%
4%
6%
*%
2%
4%
-
14
8
8
2
11
-
16
10
5
4
6
6
16
Hermes
-%
4%
3%
6%
6%
5%
-%
4%
9%
2%
2%
13%
4%
4%
a
ac
2
10
9
7
-
10
-
15
3
12
8
1
6
15
City Link Post
30%
3%
3%
5%
-%
4%
-%
4%
3%
4%
4%
3%
4%
4%
-
8
6
3
2
2
-
9
2
7
5
-
4
9
Local Courier
-%
2%
2%
2%
7%
1%
-%
2%
2%
2%
2%
-%
3%
2%
a
-
7
3
-
-
3
-
8
2
6
7
-
*
8
Pitney Bowes
-%
2%
1%
-%
-%
1%
-%
2%
2%
2%
3%
-%
*%
2%
-
7
4
4
-
5
-
7
-
7
5
-
2
7
Wey Group International
-%
2%
1%
3%
-%
2%
-%
2%
-%
2%
2%
-%
1%
2%
-
4
6
-
-
2
-
6
2
4
-
4
2
6
Freight - Better / Night
-%
1%
2%
-%
-%
1%
-%
1%
2%
1%
-%
8%
2%
1%
ac
c
-
4
4
*
*
3
-
4
1
3
3
*
1
4
DPD
-%
1%
1%
*%
1%
1%
-%
1%
1%
1%
1%
*%
1%
1%
-
4
3
1
-
3
-
4
*
4
3
-
1
4
Parcels to go
-%
1%
1%
1%
-%
1%
-%
1%
*%
1%
1%
-%
1%
1%
-
2
2
1
2
*
-
2
2
*
2
-
*
2
Priority Express
-%
1%
1%
*%
6%
*%
-%
1%
2%
*%
1%
-%
*%
1%

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
385
264
138
34
262
7
430
120
317
259
43
126
437
Unweighted total
8
374
255
135
31
252
8
415
115
307
237
42
139
422
Weighted total
-
2
2
-
-
*
-
2
-
2
*
-
2
2
Tuffnels
-%
1%
1%
-%
-%
*%
-%
1%
-%
1%
*%
-%
1%
1%
-
2
2
-
-
2
-
2
2
-
-
-
2
2
One Post
-%
*%
1%
-%
-%
1%
-%
*%
2%
-%
-%
-%
1%
*%
a
-
1
*
1
-
-
-
1
-
1
*
-
1
1
Fastway Couriers
-%
*%
*%
*%
-%
-%
-%
*%
-%
*%
*%
-%
*%
*%
-
*
-
1
*
*
-
1
-
1
*
*
-
1
Haynes
-%
*%
-%
1%
2%
*%
-%
*%
-%
*%
*%
1%
-%
*%
-
*
*
-
*
-
-
*
*
-
-
-
*
*
First Post
-%
*%
*%
-%
2%
-%
-%
*%
*%
-%
-%
-%
*%
*%
a
*
-
*
-
-
-
-
*
-
*
-
*
-
*
ENC
6%
-%
*%
-%
-%
-%
-%
*%
-%
*%
-%
1%
-%
*%
-
*
-
*
-
-
-
*
-
*
-
-
*
*
AJG Parcels
-%
*%
-%
*%
-%
-%
-%
*%
-%
*%
-%
-%
*%
*%
-
*
*
-
-
*
-
*
-
*
*
-
*
*
Neo Post
-%
*%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
*%
*%
MHI (Mail Handling
-
*
*
-
-
*
-
*
-
*
*
-
-
*
International)
-%
*%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
*
-
-
*
-
*
-
*
-
*
-
*
-
*
Yodel
2%
-%
-%
*%
-%
*%
-%
*%
-%
*%
-%
*%
-%
*%
-
*
*
-
-
*
-
*
-
*
*
-
-
*
Eagle Couriers
-%
*%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Legal Post
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv5C. Which Mail Service Provider Would You Consider As Your Organisation'S Main Provider (In Addition To, Or Other Than, Royal Mail)? Base: All Respondents Who Use 2 Or More Mail Service Providers

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
385
264
138
34
262
7
430
120
317
259
43
126
437
Unweighted total
8
374
255
135
31
252
8
415
115
307
237
42
139
422
Weighted total
-
68
40
28
6
45
4
70
21
53
42
6
24
74
Other answers
-%
18%
16%
21%
18%
18%
58%
17%
19%
17%
18%
15%
17%
18%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
80
102
126
129
437
Unweighted total
92
97
119
115
422
Weighted total
11
9
16
16
52
TNT
12%
10%
13%
14%
12%
12
11
6
13
42
Parcelforce
13%
12%
5%
11%
10%
b
4
11
7
10
33
UPS
5%
12%
6%
9%
8%
13
5
8
4
30
UK Mail
14%
5%
7%
3%
7%
ac
9
6
7
4
27
DHL
10%
6%
6%
4%
6%
5
5
13
3
26
FedEx
6%
5%
11%
3%
6%
a
2
5
10
4
22
APC
2%
6%
9%
3%
5%
Interlink / Interlink
4
6
3
8
21
Express / Direct
4%
6%
3%
7%
5%
*
2
1
14
17
DX
*%
2%
1%
12%
4%
bcd
7
2
2
5
16
Hermes
7%
2%
2%
4%
4%
b
3
1
5
7
15
City Link Post
3%
1%
4%
6%
4%
c
-
2
5
2
9
Local Courier
-%
2%
4%
2%
2%
-
4
3
1
8
Pitney Bowes
-%
4%
2%
1%
2%
2
2
2
2
7
Wey Group International
2%
2%
2%
2%
2%
2
4
-
-
6
Freight - Better / Night
2%
4%
-%
-%
1%
ab
3
1
1
*
4
DPD
3%
1%
*%
*%
1%
2
-
-
2
4
Parcels to go
2%
-%
-%
2%
1%
*
-
-
2
2
Priority Express
1%
-%
-%
2%
1%

Columns Tested: a,b,c,d

QV5c. Which mail service provider would you consider as your organisation's main provider (in addition to, or other than, Royal Mail)?
Base: All Respondents who use 2 or more mail service providers
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
80
102
126
129
437
Unweighted total
92
97
119
115
422
Weighted total
-
*
2
*
2
Tuffnels
-%
*%
2%
*%
1%
-
-
-
2
2
One Post
-%
-%
-%
2%
*%
*
1
-
-
1
Fastway Couriers
1%
1%
-%
-%
*%
-
-
-
1
1
Haynes
-%
-%
-%
1%
*%
-
-
*
-
*
First Post
-%
-%
*%
-%
*%
-
-
-
*
*
ENC
-%
-%
-%
*%
*%
*
-
-
-
*
AJG Parcels
1%
-%
-%
-%
*%
-
-
-
*
*
Neo Post
-%
-%
-%
*%
*%
MHI (Mail Handling
-
-
*
*
*
International)
-%
-%
*%
*%
*%
-
-
*
-
*
Yodel
-%
-%
*%
-%
*%
-
-
-
*
*
Eagle Couriers
-%
-%
-%
*%
*%
-
-
-
-
-
Lynx
-%
-%
-%
-%
-%
-
-
-
-
-
Fast Track
-%
-%
-%
-%
-%
-
-
-
-
-
Euro
-%
-%
-%
-%
-%
-
-
-
-
-
UK / British Mail
-%
-%
-%
-%
-%
-
-
-
-
-
Global Mailing
-%
-%
-%
-%
-%
-
-
-
-
-
Business Post
-%
-%
-%
-%
-%
-
-
-
-
-
Legal Post
-%
-%
-%
-%
-%
-
-
-
-
-
Parcel Live
-%
-%
-%
-%
-%
12
20
28
14
74
Other answers
13%
21%
24%
12%
18%
a
Columns Tested: a,b,c,d
QV6a. Which of the following types of mail does your organisation send regularly (this is once a month or more frequently than that)?
Base: All respondents
GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1273
60
67
78
84
194
176
255
109
106
103
159
88
1478
Letters
92%
96%
90%
89%
95%
93%
93%
92%
94%
91%
92%
90%
92%
92%
jk
Other everyday correspondence, such as invoices, one off bills
1093
47
55
68
74
180
154
220
87
86
88
134
70
1262
etc.
79%
74%
73%
78%
84%
86%
81%
79%
75%
74%
79%
76%
73%
79%
abdekl
792
32
33
47
52
103
107
173
54
65
72
107
59
904
Large letters
57%
50%
44%
55%
59%
50%
57%
62%
47%
56%
64%
61%
62%
56%
ek
k
k
k
ehkl
k
ehkl
ek
ek
640
22
26
42
46
94
94
134
42
49
61
86
34
730
Parcels and packets
46%
35%
35%
49%
52%
45%
50%
48%
36%
42%
55%
49%
35%
45%
ekl
ekl
aekl
ekl
ekl
aekl
kl
Bulk customer mailings, such as bills, statements, customer
230
12
11
15
17
43
24
48
17
23
16
31
12
268
packs etc.
17%
19%
15%
17%
20%
21%
13%
17%
15%
19%
14%
17%
12%
17%
Advertising and promotional material, such as catalogues, brochures and direct
141
4
7
9
10
25
22
26
10
14
8
19
8
161
mail
10%
7%
9%
11%
11%
12%
12%
9%
9%
12%
7%
11%
8%
10%
Publications, such as magazines, periodicals,
44
3
2
4
1
7
4
15
3
2
9
2
*
52
customer newsletters
3%
4%
2%
5%
2%
3%
2%
5%
2%
2%
8%
1%
*%
3%
abdgikm
Goods / business supplies / large packets
3
-
-
*
-
-
-
2
1
-
-
-
-
4
ordered via lorry
*%
-%
-%
1%
-%
-%
-%
1%
1%
-%
-%
-%
-%
*%
Legal / accounts
2
-
*
*
-
-
2
-
-
-
-
-
-
2
documents / tax forms
*%
-%
*%
*%
-%
-%
1%
-%
-%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
34
1
5
3
1
4
2
13
*
6
4
2
2
44
None of These
2%
2%
6%
4%
1%
2%
1%
5%
*%
6%
3%
1%
2%
3%
begm
e
e
eg
3
*
-
*
-
-
-
*
-
3
*
*
-
4
Other
*%
*%
-%
1%
-%
-%
-%
*%
-%
2%
*%
*%
-%
*%
fkm
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6A. Which Of The Following Types Of Mail Does Your Organisation Send Regularly (This Is Once A Month Or More Frequently Than That)? Base: All Respondents

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total NET: (Large) Letters,
1325
61
68
82
85
202
185
260
113
110
108
170
92
1536
Packets and parcels
96%
97%
91%
94%
97%
97%
98%
94%
98%
94%
97%
96%
96%
96%
k
k
k
k
k
329
15
16
22
24
56
42
70
22
29
27
42
16
382
NET: Bulk mailings
24%
24%
21%
25%
27%
27%
23%
25%
19%
25%
24%
24%
17%
24%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6A. Which Of The Following Types Of Mail Does Your Organisation Send Regularly (This Is Once A Month Or More Frequently Than That)? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 88                                                | 102       | 280       | 1006      | 56     | 1421 | 430   | 1048  | 61  | 8    | 7                     | 9          | 36         | 1417            |
| 1478                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Letters                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 93%                                               | 97%       | 96%       | 90%       | 94%    | 92%  | 93%   | 92%   | 95% | 95%  | 100%                  | 98%        | 93%        | 92%             |
| 92%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| Other everyday                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| correspondence, such as                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| invoices, one off bills                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 79                                                | 93        | 260       | 831       | 41     | 1221 | 371   | 892   | 53  | 6    | 5                     | 9          | 32         | 1210            |
| 1262                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| etc.                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 83%                                               | 88%       | 89%       | 75%       | 69%    | 79%  | 80%   | 78%   | 82% | 70%  | 77%                   | 91%        | 83%        | 79%             |
| 79%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | e         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ae                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| e                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 77                                                | 76        | 225       | 526       | 38     | 866  | 253   | 651   | 52  | 7    | 7                     | 9          | 29         | 853             |
| 904                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Large letters                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 81%                                               | 73%       | 77%       | 47%       | 65%    | 56%  | 55%   | 57%   | 80% | 83%  | 94%                   | 93%        | 74%        | 55%             |
| 56%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| abf                                               | abf       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 85                                                | 92        | 183       | 369       | 34     | 695  | 193   | 536   | 40  | 6    | 4                     | 7          | 23         | 689             |
| 730                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Parcels and packets                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 89%                                               | 88%       | 63%       | 33%       | 58%    | 45%  | 42%   | 47%   | 63% | 70%  | 60%                   | 76%        | 59%        | 45%             |
| 45%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | b         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Bulk customer mailings,                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| such as bills,                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| statements, customer                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 33                                                | 39        | 81        | 114       | 11     | 257  | 89    | 178   | 22  | 2    | 3                     | 5          | 13         | 245             |
| 268                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| packs etc.                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 35%                                               | 37%       | 28%       | 10%       | 18%    | 17%  | 19%   | 16%   | 35% | 26%  | 36%                   | 54%        | 32%        | 16%             |
| 17%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| abef                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Advertising and                                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| promotional material,                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| such as catalogues,                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| brochures and direct                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 20                                                | 23        | 54        | 64        | 11     | 150  | 55    | 107   | 12  | 2    | 2                     | 2          | 6          | 149             |
| 161                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| mail                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21%                                               | 22%       | 19%       | 6%        | 19%    | 10%  | 12%   | 9%    | 19% | 18%  | 32%                   | 25%        | 16%        | 10%             |
| 10%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Publications, such as                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| magazines, periodicals,                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13                                                | 7         | 16        | 17        | 7      | 45   | 9     | 43    | 5   | *    | 1                     | 1          | 2          | 48              |
| 52                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| customer newsletters                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13%                                               | 7%        | 5%        | 2%        | 12%    | 3%   | 2%    | 4%    | 7%  | 4%   | 9%                    | 14%        | 6%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     |       |     |      |                       |            |            |                 |
| Goods / business                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| supplies / large packets                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 1         | 2         | -      | 4    | 1     | 2     | *   | -    | *                     | -          | -          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ordered via lorry                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | *%        | *%        | -%     | *%   | *%    | *%    | *%  | -%   | 2%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Legal / accounts                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 2         | -         | 2      | *    | *     | 2     | *   | -    | -                     | *          | *          | 2               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| documents / tax forms                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | 1%        | -%        | 3%     | *%   | *%    | *%    | 1%  | -%   | -%                    | 1%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Refused                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 44        | 1      | 43   | 13    | 31    | 1   | *    | -                     | -          | 1          | 43              |
| 44                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| None of These                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 4%        | 1%     | 3%   | 3%    | 3%    | 1%  | 4%   | -%                    | -%         | 2%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | 1         | 1         | 2         | *      | 3    | *     | 3     | 1   | -    | 1                     | -          | -          | 3               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | 1%        | *%        | *%        | 1%     | *%   | *%    | *%    | 1%  | -%   | 10%                   | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
QV6a. Which of the following types of mail does your organisation send regularly (this is once a month or more frequently than that)?
Base: All respondents
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: (Large) Letters,                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 288       | 1048      | 58     | 1478 | 442   | 1094  | 62  | 8    | 7                     | 10         | 37         | 1474            |
| 1536                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Packets and parcels                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 100%                                              | 100%      | 99%       | 94%       | 98%    | 96%  | 95%   | 96%   | 97% | 96%  | 100%                  | 100%       | 96%        | 96%             |
| 96%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 43                                                | 50        | 111       | 178       | 21     | 361  | 120   | 262   | 30  | 3    | 4                     | 6          | 17         | 352             |
| 382                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Bulk mailings                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 45%                                               | 48%       | 38%       | 16%       | 36%    | 23%  | 26%   | 23%   | 47% | 37%  | 50%                   | 61%        | 44%        | 23%             |
| 24%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     |       |     |      |                       |            |            |                 |
| abef                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv6A. Which Of The Following Types Of Mail Does Your Organisation Send Regularly (This Is Once A Month Or More Frequently Than That)? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
203
168
113
258
27
41
38
70
1303
10
28
76
212
232
306
614
1478
Letters
94%
94%
92%
95%
91%
95%
87%
93%
92%
100%
98%
97%
97%
97%
98%
85%
92%
a
a
a
a
a
Other everyday correspondence, such as invoices, one off bills
175
144
92
226
23
38
31
67
1103
8
27
71
198
217
271
471
1262
etc.
81%
80%
75%
83%
79%
89%
71%
89%
78%
82%
95%
90%
91%
91%
87%
65%
79%
c
ac
a
a
a
a
a
131
128
79
180
23
33
31
56
762
8
26
64
166
163
200
278
904
Large letters
61%
71%
64%
66%
78%
76%
73%
74%
54%
82%
90%
81%
76%
68%
64%
39%
56%
b
a
a
a
a
abcd
abc
ab
a
a
188
131
110
209
26
41
43
68
552
8
17
53
132
125
153
242
730
Parcels and packets
87%
73%
89%
76%
88%
95%
100%
91%
39%
82%
60%
67%
61%
52%
49%
34%
45%
a
a
a
a
abe
a
a
abc
ab
a
a
Bulk customer mailings, such as bills, statements, customer
61
52
30
84
13
18
14
20
202
2
14
38
74
52
48
39
268
packs etc.
28%
29%
25%
31%
44%
42%
33%
26%
14%
25%
50%
49%
34%
22%
15%
5%
17%
ab
ab
a
a
abcd
abcd
abc
a
a
Advertising and promotional material,
such as catalogues, brochures and direct
28
29
19
38
9
11
10
7
124
2
9
18
42
40
24
25
161
mail
13%
16%
16%
14%
30%
25%
23%
9%
9%
22%
33%
23%
19%
17%
8%
4%
10%
ab
ab
ab
abcd
ab
ab
ab
a
Publications, such as magazines, periodicals,
9
9
7
12
2
*
5
7
39
4
5
8
6
6
11
13
52
customer newsletters
4%
5%
5%
4%
5%
1%
11%
9%
3%
37%
19%
10%
3%
2%
3%
2%
3%
ad
a
abcd
abcd
Goods / business supplies / large packets
4
-
2
2
1
*
-
*
2
-
-
2
*
-
2
-
4
ordered via lorry
2%
-%
1%
1%
4%
1%
-%
*%
*%
-%
-%
2%
*%
-%
1%
-%
*%
a
acd
Legal / accounts
-
2
-
2
-
-
-
2
*
*
-
-
2
-
-
-
2
documents / tax forms
-%
1%
-%
1%
-%
-%
-%
2%
*%
1%
-%
-%
1%
-%
-%
-%
*%
a
a
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
*
-
*
-
-
-
-
44
-
-
-
-
-
-
44
44
None of These
-%
*%
-%
*%
-%
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
6%
3%
bcdef
-
2
-
2
-
-
-
*
4
-
-
-
*
2
-
2
4
Other
-%
1%
-%
1%
-%
-%
-%
*%
*%
-%
-%
-%
*%
1%
-%
*%
*%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6A. Which Of The Following Types Of Mail Does Your Organisation Send Regularly (This Is Once A Month Or More Frequently Than That)? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: (Large) Letters,
215
179
123
271
30
43
43
73
1347
10
29
78
213
237
310
659
1536
Packets and parcels
99%
100%
100%
99%
100%
100%
100%
97%
95%
100%
100%
100%
98%
99%
99%
92%
96%
a
a
a
a
a
78
61
41
98
16
21
19
28
298
4
17
43
91
86
71
71
382
NET: Bulk mailings
36%
34%
33%
36%
53%
49%
44%
38%
21%
45%
59%
55%
42%
36%
23%
10%
24%
a
a
a
a
abcd
abcd
ab
ab
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6A. Which Of The Following Types Of Mail Does Your Organisation Send Regularly (This Is Once A Month Or More Frequently Than That)? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
1060
1168
228
1445
634
1222
371
685
1478
878
1478
475
272
722
1478
Letters
99%
98%
98%
98%
95%
96%
98%
94%
98%
97%
100%
95%
96%
89%
92%
a
d
d
df
d
bcdef
a
a
Other everyday correspondence, such as invoices, one off bills
898
995
188
1212
542
1262
341
600
1228
774
1218
429
234
594
1262
etc.
83%
83%
80%
82%
81%
100%
90%
82%
82%
86%
82%
86%
83%
73%
79%
abcde
abcd
ac
a
a
689
780
183
886
473
776
275
518
904
904
878
347
194
360
904
Large letters
64%
65%
78%
60%
71%
61%
72%
71%
60%
100%
59%
70%
69%
44%
56%
ab
b
acf
acf
acdef
a
a
526
570
191
689
527
602
228
730
697
518
685
289
143
293
730
Parcels and packets
49%
48%
82%
47%
79%
47%
60%
100%
46%
57%
46%
58%
51%
36%
45%
b
b
acf
abcef
acf
ab
a
Bulk customer mailings, such as bills, statements, customer
224
218
63
262
139
249
266
169
263
192
261
115
64
87
268
packs etc.
21%
18%
27%
18%
21%
20%
70%
23%
18%
21%
18%
23%
23%
11%
17%
ab
abcdf
ac
ac
a
a
Advertising and
promotional material, such as catalogues, brochures and direct
130
137
41
157
73
146
161
97
161
126
161
82
33
46
161
mail
12%
12%
18%
11%
11%
11%
42%
13%
11%
14%
11%
16%
12%
6%
10%
ab
abcdf
ac
a
a
Publications, such as magazines, periodicals,
38
39
15
46
25
44
52
33
52
40
50
28
14
11
52
customer newsletters
4%
3%
7%
3%
4%
3%
14%
5%
3%
4%
3%
6%
5%
1%
3%
b
abcdf
a
a
Goods / business supplies / large packets
4
4
*
4
2
4
2
2
4
2
4
1
3
-
4
ordered via lorry
*%
*%
*%
*%
*%
*%
1%
*%
*%
*%
*%
*%
1%
-%
*%
a
Legal / accounts
2
2
*
2
2
2
*
2
2
2
2
2
-
-
2
documents / tax forms
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
2
-
2
-
4
-
-
2
-
2
*
2
39
44
None of These
-%
*%
-%
*%
-%
*%
-%
-%
*%
-%
*%
*%
1%
5%
3%
bc
1
3
2
3
3
4
*
3
3
2
3
3
*
1
4
Other
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
1%
*%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QV6a. Which of the following types of mail does your organisation send regularly (this is once a month or more frequently than that)?
Base: All respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: (Large) Letters,
1076
1193
234
1480
669
1242
377
730
1503
904
1478
497
278
750
1536
Packets and parcels
100%
100%
100%
100%
100%
98%
99%
100%
100%
100%
100%
100%
99%
93%
96%
ef
ef
ef
ef
ab
a
308
305
83
369
191
343
380
230
377
277
373
168
87
124
382
NET: Bulk mailings
29%
26%
35%
25%
28%
27%
100%
31%
25%
31%
25%
34%
31%
15%
24%
ab
abcdf
acf
ac
a
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv6A. Which Of The Following Types Of Mail Does Your Organisation Send Regularly (This Is Once A Month Or More Frequently Than That)? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
1120
227
129
336
1453
843
-
1471
1130
1456
1258
1453
1181
36
251
1478
Letters
92%
95%
88%
94%
93%
94%
-%
92%
94%
93%
94%
93%
92%
100%
96%
92%
a
c
Other everyday correspondence, such as invoices, one off bills
940
196
124
279
1236
728
2
1259
969
1237
1099
1232
999
29
222
1262
etc.
77%
82%
85%
78%
79%
81%
100%
79%
81%
79%
82%
79%
78%
82%
85%
79%
c
c
673
140
90
230
893
563
-
904
734
899
846
898
706
24
171
904
Large letters
55%
58%
62%
64%
57%
63%
-%
57%
61%
57%
63%
58%
55%
65%
66%
56%
b
b
ce
ace
c
529
103
96
227
724
494
-
728
654
721
669
716
560
21
131
730
Parcels and packets
44%
43%
66%
64%
46%
55%
-%
46%
54%
46%
50%
46%
44%
58%
50%
45%
bc
ab
b
abce
ace
c
Bulk customer mailings, such as bills, statements, customer
197
41
29
77
264
167
-
268
232
260
240
260
206
10
53
268
packs etc.
16%
17%
20%
22%
17%
19%
-%
17%
19%
17%
18%
17%
16%
28%
20%
17%
b
Advertising and
promotional material, such as catalogues, brochures and direct
119
12
28
45
160
89
-
161
136
160
151
159
122
5
30
161
mail
10%
5%
19%
13%
10%
10%
-%
10%
11%
10%
11%
10%
9%
14%
12%
10%
b
bc
Publications, such as magazines, periodicals,
37
7
9
18
52
30
-
52
43
52
45
52
35
5
15
52
customer newsletters
3%
3%
6%
5%
3%
3%
-%
3%
4%
3%
3%
3%
3%
14%
6%
3%
c
c
c
Goods / business supplies / large packets
2
-
2
*
4
4
-
4
4
4
2
4
4
-
-
4
ordered via lorry
*%
-%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
c
Legal / accounts
2
*
*
*
2
2
-
2
2
2
2
2
*
-
2
2
documents / tax forms
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
41
3
*
5
40
10
-
43
14
42
24
42
40
*
1
44
None of These
3%
1%
*%
2%
3%
1%
-%
3%
1%
3%
2%
3%
3%
*%
*%
3%
a
a
d
d
d
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6A. Which Of The Following Types Of Mail Does Your Organisation Send Regularly (This Is Once A Month Or More Frequently Than That)? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
2
-
1
2
4
2
-
4
2
4
3
4
4
-
-
4
Other
*%
-%
1%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: (Large) Letters,
1158
229
145
350
1511
879
-
1528
1174
1510
1310
1503
1225
36
257
1536
Packets and parcels
95%
96%
100%
98%
96%
98%
-%
96%
98%
96%
97%
96%
95%
100%
99%
96%
bc
b
ace
e
c
289
52
39
105
378
231
-
382
324
375
343
374
295
15
72
382
NET: Bulk mailings
24%
22%
27%
29%
24%
26%
-%
24%
27%
24%
26%
24%
23%
42%
28%
24%
b
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QV6a. Which of the following types of mail does your organisation send regularly (this is once a month or more frequently than that)?
Base: All respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
7
346
1091
364
115
959
95
1383
462
1016
1186
92
188
1478
Letters
84%
92%
93%
92%
94%
92%
89%
92%
91%
93%
93%
89%
91%
92%
Other everyday correspondence, such as invoices, one off bills
7
297
918
321
94
822
71
1192
383
880
1012
80
161
1262
etc.
84%
79%
78%
81%
77%
79%
66%
80%
75%
80%
79%
77%
78%
79%
b
b
6
236
647
243
73
580
28
876
243
661
722
63
114
904
Large letters
78%
63%
55%
61%
60%
56%
27%
59%
48%
60%
56%
60%
56%
56%
b
b
b
7
301
491
214
51
450
18
712
206
524
487
78
158
730
Parcels and packets
84%
80%
42%
54%
41%
43%
17%
48%
40%
48%
38%
75%
77%
45%
b
b
b
c
c
Bulk customer mailings, such as bills, statements, customer
5
97
174
91
21
165
4
263
67
201
186
24
57
268
packs etc.
59%
26%
15%
23%
17%
16%
4%
18%
13%
18%
14%
23%
28%
17%
b
b
b
c
c
Advertising and
promotional material, such as catalogues, brochures and direct
4
51
112
46
13
104
5
156
44
118
113
16
30
161
mail
51%
13%
10%
12%
10%
10%
5%
10%
9%
11%
9%
16%
14%
10%
c
c
Publications, such as magazines, periodicals,
*
10
41
11
3
33
2
50
12
40
37
6
9
52
customer newsletters
6%
3%
4%
3%
2%
3%
2%
3%
2%
4%
3%
5%
4%
3%
Goods / business supplies / large packets
-
4
2
2
-
2
-
4
2
2
4
-
-
4
ordered via lorry
-%
1%
*%
*%
-%
*%
-%
*%
*%
*%
*%
-%
-%
*%
Legal / accounts
-
2
*
2
*
*
-
2
-
2
2
-
*
2
documents / tax forms
-%
1%
*%
*%
*%
*%
-%
*%
-%
*%
*%
-%
*%
*%
b
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
3
34
7
5
29
6
38
18
26
41
-
2
44
None of These
-%
1%
3%
2%
4%
3%
6%
3%
4%
2%
3%
-%
1%
3%
-
2
2
1
1
1
-
4
1
3
2
-
1
4
Other
-%
*%
*%
*%
1%
*%
-%
*%
*%
*%
*%
-%
1%
*%
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV6a. Which of the following types of mail does your organisation send regularly (this is once a month or more frequently than that)?
Base: All respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: (Large) Letters,
8
370
1123
382
117
988
96
1440
475
1061
1217
104
204
1536
Packets and parcels
100%
98%
96%
97%
95%
95%
90%
96%
93%
97%
95%
100%
99%
96%
b
b
c
c
5
121
267
110
29
247
12
370
99
283
283
30
66
382
NET: Bulk mailings
59%
32%
23%
28%
24%
24%
11%
25%
20%
26%
22%
29%
32%
24%
b
b
b
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV6a. Which of the following types of mail does your organisation send regularly (this is once a month or more frequently than that)?
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
358
364
379
376
1478
Letters
90%
89%
94%
96%
92%
cd
cd
Other everyday correspondence, such as
invoices, one off bills
293
313
323
333
1262
etc.
73%
76%
80%
85%
79%
d
cd
195
222
236
251
904
Large letters
49%
54%
59%
64%
56%
d
cd
169
182
191
187
730
Parcels and packets
42%
44%
47%
48%
45%
Bulk customer mailings, such as bills, statements, customer
33
47
88
99
268
packs etc.
8%
11%
22%
25%
17%
cd
cd
Advertising and promotional material, such as catalogues, brochures and direct
33
22
43
63
161
mail
8%
5%
11%
16%
10%
c
bcd
Publications, such as magazines, periodicals,
11
3
21
18
52
customer newsletters
3%
1%
5%
5%
3%
c
c
c
Goods / business supplies / large packets
2
-
*
2
4
ordered via lorry
*%
-%
*%
*%
*%
Legal / accounts
-
-
*
2
2
documents / tax forms
-%
-%
*%
1%
*%
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
16
18
6
4
44
None of These
4%
4%
1%
1%
3%
ab
ab
3
*
*
*
4
Other
1%
*%
*%
*%
*%
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d
QV6a. Which of the following types of mail does your organisation send regularly (this is once a month or more frequently than that)?
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total NET: (Large) Letters,
375
390
388
384
1536
Packets and parcels
94%
95%
96%
98%
96%
cd
63
66
119
134
382
NET: Bulk mailings
16%
16%
29%
34%
24%
cd
cd

Columns Tested: a,b,c,d

## Qv6B1. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Letters Base: All Respondents Who Send Letters Regularly

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
951
165
174
194
81
110
123
190
107
109
72
97
62
1484
Unweighted total
1273
60
67
78
84
194
176
255
109
106
103
159
88
1478
Weighted total
1231
58
64
77
83
187
172
242
106
103
99
153
86
1430
Standard delivery
97%
96%
96%
99%
98%
97%
98%
95%
97%
97%
96%
96%
98%
97%
fkl
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
213
11
13
10
19
28
26
46
17
21
15
30
11
248
system)
17%
19%
20%
13%
23%
14%
15%
18%
15%
20%
15%
19%
13%
17%
145
8
7
4
9
22
16
32
7
17
15
21
7
164
International delivery
11%
13%
10%
5%
10%
11%
9%
13%
6%
16%
15%
13%
8%
11%
j
j
j
ej
j
j
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
142
4
4
6
6
16
19
39
12
17
13
14
6
157
day delivery)
11%
7%
6%
8%
7%
8%
11%
16%
11%
16%
13%
9%
7%
11%
jkl
jkl
Urgent delivery (send / receive mail that needs
112
3
2
3
6
20
10
24
5
17
11
15
4
121
to arrive rapidly)
9%
5%
3%
4%
7%
11%
5%
9%
5%
16%
11%
10%
4%
8%
jk
jk
jk
aegjklm
jk
k
-
18
-
-
-
-
-
-
-
-
-
-
-
18
Cross-Border Delivery
-%
29%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
abcdefgh
ijkm
9
-
*
-
-
-
2
2
1
3
-
-
2
10
Other (PLEASE SPECIFY)
1%
-%
1%
-%
-%
-%
1%
1%
1%
2%
-%
-%
2%
1%
jl
j
None of these (DO NOT
6
-
-
-
-
-
-
2
1
1
-
-
2
6
READ OUT)
1%
-%
-%
-%
-%
-%
-%
1%
1%
1%
-%
-%
2%
*%
j
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
306
15
15
15
23
51
37
66
24
28
21
40
15
350
Timed Mail
24%
25%
22%
19%
28%
26%
21%
26%
22%
27%
20%
25%
17%
24%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6B1. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Letters Base: All Respondents Who Send Letters Regularly

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 144                                               | 123       | 298       | 919       | 116    | 1368 | 472   | 1012  | 373 | 49   | 42                    | 54         | 228        | 1111            |
| 1484                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 88                                                | 102       | 280       | 1006      | 56     | 1421 | 430   | 1048  | 61  | 8    | 7                     | 9          | 36         | 1417            |
| 1478                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 82                                                | 99        | 268       | 981       | 55     | 1376 | 417   | 1013  | 60  | 8    | 7                     | 9          | 35         | 1371            |
| 1430                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Standard delivery                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 93%                                               | 97%       | 96%       | 97%       | 97%    | 97%  | 97%   | 97%   | 98% | 97%  | 100%                  | 100%       | 97%        | 97%             |
| 97%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Tracked service (send /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail for which                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| you need to be able to                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| monitor its progress                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| through the postal                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26                                                | 31        | 62        | 129       | 10     | 238  | 63    | 184   | 18  | 3    | 2                     | 4          | 9          | 230             |
| 248                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| system)                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 29%                                               | 30%       | 22%       | 13%       | 17%    | 17%  | 15%   | 18%   | 30% | 40%  | 24%                   | 40%        | 26%        | 16%             |
| 17%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26                                                | 28        | 42        | 68        | 7      | 157  | 43    | 121   | 17  | 2    | 2                     | 4          | 9          | 147             |
| 164                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| International delivery                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 29%                                               | 27%       | 15%       | 7%        | 12%    | 11%  | 10%   | 12%   | 27% | 29%  | 23%                   | 39%        | 24%        | 10%             |
| 11%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Timed delivery (send /                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail which is                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| guaranteed to arrive by                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a specific time, e.g. by                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9am next day or 1pm next                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 19                                                | 19        | 39        | 81        | 12     | 146  | 39    | 118   | 13  | 2    | 2                     | 2          | 7          | 144             |
| 157                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| day delivery)                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21%                                               | 18%       | 14%       | 8%        | 21%    | 10%  | 9%    | 11%   | 22% | 27%  | 24%                   | 22%        | 20%        | 10%             |
| 11%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     | a     | a   |      |                       |            |            |                 |
| Urgent delivery (send /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail that needs                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16                                                | 11        | 33        | 62        | 3      | 117  | 28    | 93    | 9   | 2    | 1                     | 1          | 5          | 112             |
| 121                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| to arrive rapidly)                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18%                                               | 11%       | 12%       | 6%        | 6%     | 8%   | 7%    | 9%    | 15% | 19%  | 16%                   | 16%        | 13%        | 8%              |
| 8%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     | a     |     |      |                       |            |            |                 |
| 2                                                 | 2         | 3         | 10        | *      | 17   | 7     | 11    | 3   | *    | *                     | *          | 2          | 15              |
| 18                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Cross-Border Delivery                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 2%        | 1%        | 1%        | 1%     | 1%   | 2%    | 1%    | 4%  | 3%   | 3%                    | 3%         | 5%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                                                 | 1         | 3         | 1         | -      | 10   | 3     | 7     | -   | -    | -                     | -          | -          | 10              |
| 10                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other (PLEASE SPECIFY)                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 1%        | 1%        | *%        | -%     | 1%   | 1%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| None of these (DO NOT                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | 6         | -      | 6    | 3     | 4     | *   | -    | -                     | -          | *          | 6               |
| 6                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| READ OUT)                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%        | 1%        | -%     | *%   | 1%    | *%    | *%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Urgent / Tracked /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 33                                                | 34        | 87        | 196       | 16     | 334  | 92    | 258   | 23  | 4    | 2                     | 4          | 12         | 328             |
| 350                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Timed Mail                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 37%                                               | 34%       | 31%       | 19%       | 29%    | 23%  | 21%   | 25%   | 37% | 45%  | 31%                   | 45%        | 34%        | 23%             |
| 24%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv6B1. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Letters Base: All Respondents Who Send Letters Regularly

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
199
189
106
281
38
49
50
87
1260
13
76
117
240
213
300
525
1484
Unweighted total
203
168
113
258
27
41
38
70
1303
10
28
76
212
232
306
614
1478
Weighted total
193
164
105
252
27
39
36
63
1265
8
27
74
203
227
300
592
1430
Standard delivery
95%
97%
93%
97%
99%
95%
97%
91%
97%
82%
97%
98%
96%
98%
98%
96%
97%
b
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
38
44
24
59
9
7
11
17
203
1
8
12
45
54
38
90
248
system)
19%
26%
21%
23%
34%
18%
28%
25%
16%
10%
27%
15%
21%
23%
13%
15%
17%
a
a
a
abe
ab
ab
46
36
32
51
13
13
12
16
111
3
7
13
37
28
30
46
164
International delivery
23%
22%
28%
20%
47%
31%
32%
23%
8%
30%
25%
17%
17%
12%
10%
8%
11%
ab
a
a
a
abc
ab
ab
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
26
37
14
48
7
6
6
8
130
3
4
7
32
29
22
60
157
day delivery)
13%
22%
12%
19%
28%
13%
17%
11%
10%
26%
14%
10%
15%
13%
7%
10%
11%
b
ab
ab
b
Urgent delivery (send / receive mail that needs
17
24
12
29
6
7
2
9
97
*
6
7
19
16
22
50
121
to arrive rapidly)
8%
15%
11%
11%
21%
17%
6%
13%
7%
4%
23%
9%
9%
7%
7%
8%
8%
ac
a
abcde
2
2
2
2
1
1
1
*
15
-
2
2
4
2
3
5
18
Cross-Border Delivery
1%
1%
2%
1%
3%
3%
2%
*%
1%
-%
7%
2%
2%
1%
1%
1%
1%
abcd
2
2
1
2
-
-
3
-
7
4
-
2
-
3
-
1
10
Other (PLEASE SPECIFY)
1%
1%
1%
1%
-%
-%
8%
-%
1%
37%
-%
2%
-%
1%
-%
*%
1%
abd
abd
b
None of these (DO NOT
1
-
*
1
*
-
-
-
6
-
-
-
*
-
-
6
6
READ OUT)
1%
-%
*%
1%
1%
-%
-%
-%
*%
-%
-%
-%
*%
-%
-%
1%
*%
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
51
59
32
79
11
10
13
23
293
3
9
13
59
66
65
135
350
Timed Mail
25%
35%
28%
31%
41%
25%
34%
33%
22%
28%
32%
17%
28%
29%
21%
22%
24%
b
a
a
a
e
e
e
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6B1. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Letters Base: All Respondents Who Send Letters Regularly

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1091
1186
292
1457
672
1216
441
730
1484
936
1484
495
289
693
1484
Unweighted total
1060
1168
228
1445
634
1222
371
685
1478
878
1478
475
272
722
1478
Weighted total
1048
1153
221
1430
596
1186
359
655
1430
851
1430
456
266
700
1430
Standard delivery
99%
99%
97%
99%
94%
97%
97%
96%
97%
97%
97%
96%
98%
97%
97%
ac
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
167
214
91
232
248
204
73
168
248
194
248
99
38
109
248
system)
16%
18%
40%
16%
39%
17%
20%
24%
17%
22%
17%
21%
14%
15%
17%
b
b
acf
acf
ab
136
146
164
163
136
134
61
129
164
133
164
83
28
52
164
International delivery
13%
12%
72%
11%
21%
11%
16%
19%
11%
15%
11%
18%
10%
7%
11%
ab
b
acf
abcf
acf
ab
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
115
140
60
150
157
131
49
105
157
125
157
73
23
62
157
day delivery)
11%
12%
26%
10%
25%
11%
13%
15%
11%
14%
11%
15%
8%
9%
11%
b
b
acf
acf
ab
Urgent delivery (send /
receive mail that needs
85
112
56
117
121
99
43
83
121
99
121
54
22
44
121
to arrive rapidly)
8%
10%
25%
8%
19%
8%
12%
12%
8%
11%
8%
11%
8%
6%
8%
ab
b
acf
acf
acf
a
13
13
18
16
9
14
5
10
18
11
18
8
2
8
18
Cross-Border Delivery
1%
1%
8%
1%
1%
1%
1%
1%
1%
1%
1%
2%
1%
1%
1%
ab
7
5
3
7
6
7
1
8
10
7
10
8
1
-
10
Other (PLEASE SPECIFY)
1%
*%
1%
*%
1%
1%
*%
1%
1%
1%
1%
2%
*%
-%
1%
a
None of these (DO NOT
1
3
-
3
*
3
2
1
6
4
6
-
-
6
6
READ OUT)
*%
*%
-%
*%
*%
*%
1%
*%
*%
*%
*%
-%
-%
1%
*%
c
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
239
296
108
325
350
294
99
218
350
265
350
140
59
150
350
Timed Mail
23%
25%
47%
22%
55%
24%
27%
32%
24%
30%
24%
30%
22%
21%
24%
b
bc
acf
acf
ab
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv6B1. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Letters Base: All Respondents Who Send Letters Regularly

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1108
229
145
388
1460
878
-
1479
1160
1468
1295
1466
1173
34
266
1484
Unweighted total
1120
227
129
336
1453
843
-
1471
1130
1456
1258
1453
1181
36
251
1478
Weighted total
1084
220
123
329
1406
808
-
1424
1085
1409
1214
1406
1148
29
240
1430
Standard delivery
97%
97%
96%
98%
97%
96%
-%
97%
96%
97%
96%
97%
97%
82%
96%
97%
b
b
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
181
36
31
92
245
182
-
248
213
246
236
244
193
13
42
248
system)
16%
16%
24%
27%
17%
22%
-%
17%
19%
17%
19%
17%
16%
36%
17%
17%
bc
ab
b
ac
115
20
28
124
163
117
-
164
133
162
150
160
127
6
33
164
International delivery
10%
9%
21%
37%
11%
14%
-%
11%
12%
11%
12%
11%
11%
18%
13%
11%
bc
ab
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
125
12
20
65
155
117
-
156
132
155
153
154
123
5
30
157
day delivery)
11%
5%
16%
19%
11%
14%
-%
11%
12%
11%
12%
11%
10%
14%
12%
11%
b
b
ab
b
Urgent delivery (send /
receive mail that needs
94
14
12
60
119
94
-
121
108
119
119
118
95
4
26
121
to arrive rapidly)
8%
6%
9%
18%
8%
11%
-%
8%
10%
8%
9%
8%
8%
10%
10%
8%
ab
b
13
3
2
16
17
14
-
18
15
18
17
18
12
1
4
18
Cross-Border Delivery
1%
1%
1%
5%
1%
2%
-%
1%
1%
1%
1%
1%
1%
4%
1%
1%
ab
6
*
3
1
8
5
-
10
9
10
8
10
8
-
2
10
Other (PLEASE SPECIFY)
1%
*%
2%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
bc
None of these (DO NOT
4
2
*
*
6
5
-
6
5
6
5
6
3
-
2
6
READ OUT)
*%
1%
*%
*%
*%
1%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
257
50
43
120
348
248
-
348
298
348
336
347
270
15
65
350
Timed Mail
23%
22%
33%
36%
24%
29%
-%
24%
26%
24%
27%
24%
23%
42%
26%
24%
bc
ab
b
ac
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6B1. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Letters Base: All Respondents Who Send Letters Regularly

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
9
361
1094
365
114
982
93
1391
456
1028
1199
94
174
1484
Unweighted total
7
346
1091
364
115
959
95
1383
462
1016
1186
92
188
1478
Weighted total
7
333
1058
351
109
932
94
1337
446
984
1145
92
182
1430
Standard delivery
98%
96%
97%
96%
95%
97%
99%
97%
97%
97%
96%
100%
97%
97%
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
*
73
182
61
23
152
2
246
62
185
190
19
39
248
system)
3%
21%
17%
17%
20%
16%
2%
18%
13%
18%
16%
20%
21%
17%
b
b
*
75
117
46
15
110
4
160
43
121
106
13
44
164
International delivery
3%
22%
11%
13%
13%
11%
4%
12%
9%
12%
9%
14%
23%
11%
b
c
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
*
52
123
31
15
97
4
153
52
105
118
12
26
157
day delivery)
5%
15%
11%
9%
13%
10%
4%
11%
11%
10%
10%
14%
14%
11%
b
Urgent delivery (send /
receive mail that needs
*
39
91
30
14
68
*
121
35
86
94
9
18
121
to arrive rapidly)
2%
11%
8%
8%
13%
7%
*%
9%
8%
8%
8%
9%
9%
8%
a
b
-
4
12
5
1
11
1
17
6
12
14
*
2
18
Cross-Border Delivery
-%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
1%
-
4
7
3
3
7
1
8
7
3
7
-
3
10
Other (PLEASE SPECIFY)
-%
1%
1%
1%
2%
1%
1%
1%
1%
*%
1%
-%
2%
1%
a
None of these (DO NOT
-
3
3
2
2
1
1
5
1
5
6
-
-
6
READ OUT)
-%
1%
*%
*%
2%
*%
1%
*%
*%
*%
1%
-%
-%
*%
a
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
*
99
258
84
29
214
6
344
100
250
268
24
57
350
Timed Mail
7%
29%
24%
23%
25%
22%
6%
25%
22%
25%
23%
27%
30%
24%
b
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv6B1. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Letters Base: All Respondents Who Send Letters Regularly

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
343
367
386
388
1484
Unweighted total
358
364
379
376
1478
Weighted total
335
357
371
367
1430
Standard delivery
93%
98%
98%
98%
97%
d
d
d
Tracked service (send / receive mail for which
you need to be able to monitor its progress through the postal
48
63
67
69
248
system)
14%
17%
18%
18%
17%
28
35
55
46
164
International delivery
8%
10%
15%
12%
11%
cd
d
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
34
41
47
35
157
day delivery)
9%
11%
12%
9%
11%
Urgent delivery (send / receive mail that needs
29
24
35
33
121
to arrive rapidly)
8%
7%
9%
9%
8%
5
7
3
3
18
Cross-Border Delivery
2%
2%
1%
1%
1%
3
*
2
5
10
Other (PLEASE SPECIFY)
1%
*%
*%
1%
1%
None of these (DO NOT
3
1
*
2
6
READ OUT)
1%
*%
*%
*%
*%
Don't Know (DO NOT READ
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
72
85
98
95
350
Timed Mail
20%
23%
26%
25%
24%
Columns Tested: a,b,c,d

## Qv6B2. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Large Letters Base: All Respondents Who Send Large Letters Regularly

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
637
97
96
128
54
64
79
136
62
76
53
69
44
958
Unweighted total
792
32
33
47
52
103
107
173
54
65
72
107
59
904
Weighted total
738
29
30
45
48
92
100
158
50
62
68
105
54
842
Standard delivery
93%
92%
91%
96%
93%
89%
93%
92%
93%
95%
95%
98%
91%
93%
h
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
145
7
7
8
12
19
23
28
9
15
13
16
9
167
system)
18%
23%
21%
18%
22%
19%
21%
16%
16%
23%
19%
15%
16%
18%
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
97
5
2
6
2
11
13
26
7
9
15
10
4
110
day delivery)
12%
15%
7%
13%
4%
11%
12%
15%
13%
14%
21%
9%
7%
12%
i
i
i
ik
94
6
3
4
7
10
8
27
4
10
8
18
2
107
International delivery
12%
18%
9%
8%
13%
10%
8%
15%
7%
15%
11%
17%
4%
12%
agj
a
a
Urgent delivery (send / receive mail that needs
85
4
1
2
6
15
8
19
1
10
17
7
2
92
to arrive rapidly)
11%
12%
4%
5%
11%
15%
7%
11%
3%
15%
23%
7%
3%
10%
ejk
ek
ejk
k
aejk
abefgjk
m
-
9
-
-
-
-
-
-
-
-
-
-
-
9
Cross-Border Delivery
-%
30%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
abcdefgh
ijkm
3
-
*
-
-
-
-
-
1
-
-
-
2
4
Other (PLEASE SPECIFY)
*%
-%
1%
-%
-%
-%
-%
-%
2%
-%
-%
-%
3%
*%
m
fjm
None of these (DO NOT
6
-
-
-
-
-
-
4
-
-
2
-
*
6
READ OUT)
1%
-%
-%
-%
-%
-%
-%
2%
-%
-%
2%
-%
*%
1%
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
203
10
9
12
14
30
28
43
12
18
22
25
9
234
Timed Mail
26%
31%
27%
25%
27%
29%
26%
25%
23%
28%
31%
24%
16%
26%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6B2. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Large Letters Base: All Respondents Who Send Large Letters Regularly

|                                                   |           |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a   | b     | a     | f   | e    | d                     | c          | b          | a               |
| 128                                               | 103       | 244       | 483       | 96     | 862 | 279   | 679   | 314 | 44   | 40                    | 49         | 181        | 644             |
| 958                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 77                                                | 76        | 225       | 526       | 38     | 866 | 253   | 651   | 52  | 7    | 7                     | 9          | 29         | 853             |
| 904                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 73                                                | 71        | 206       | 492       | 35     | 807 | 236   | 606   | 50  | 7    | 7                     | 9          | 28         | 792             |
| 842                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Standard delivery                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 95%                                               | 93%       | 91%       | 94%       | 91%    | 93% | 93%   | 93%   | 97% | 96%  | 100%                  | 100%       | 96%        | 93%             |
| 93%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Tracked service (send /                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| receive mail for which                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| you need to be able to                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| monitor its progress                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| through the postal                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 25                                                | 18        | 52        | 71        | 7      | 160 | 44    | 123   | 14  | 3    | 1                     | 4          | 7          | 153             |
| 167                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| system)                                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 32%                                               | 24%       | 23%       | 14%       | 18%    | 18% | 17%   | 19%   | 28% | 37%  | 21%                   | 44%        | 23%        | 18%             |
| 18%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                | abdf      |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Timed delivery (send /                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| receive mail which is                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| guaranteed to arrive by                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a specific time, e.g. by                          |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 9am next day or 1pm next                          |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                                                 | 14        | 33        | 55        | 7      | 104 | 29    | 81    | 9   | 1    | 2                     | 1          | 4          | 101             |
| 110                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| day delivery)                                     |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                                               | 18%       | 15%       | 10%       | 17%    | 12% | 11%   | 13%   | 17% | 17%  | 26%                   | 16%        | 15%        | 12%             |
| 12%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |     |       |       |     |      |                       |            |            |                 |
| 21                                                | 13        | 37        | 36        | 3      | 103 | 23    | 84    | 13  | 1    | 2                     | 4          | 6          | 94              |
| 107                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| International delivery                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 27%                                               | 17%       | 17%       | 7%        | 8%     | 12% | 9%    | 13%   | 25% | 19%  | 23%                   | 41%        | 22%        | 11%             |
| 12%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| abef                                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Urgent delivery (send /                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| receive mail that needs                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 10                                                | 11        | 27        | 44        | 5      | 87  | 22    | 70    | 7   | 1    | 1                     | 1          | 3          | 86              |
| 92                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| to arrive rapidly)                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 13%                                               | 15%       | 12%       | 8%        | 14%    | 10% | 9%    | 11%   | 13% | 17%  | 20%                   | 17%        | 10%        | 10%             |
| 10%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 3         | 4         | 1      | 9   | 3     | 6     | 2   | *    | *                     | *          | 1          | 8               |
| 9                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Cross-Border Delivery                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | 2%        | 1%        | 1%        | 1%     | 1%  | 1%    | 1%    | 3%  | 5%   | 3%                    | 2%         | 3%         | 1%              |
| 1%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 1         | -         | -      | 4   | 2     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Other (PLEASE SPECIFY)                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | 1%        | -%        | -%     | *%  | 1%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| None of these (DO NOT                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | -         | 4         | -      | 6   | 2     | 4     | *   | -    | -                     | -          | *          | 5               |
| 6                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| READ OUT)                                         |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | -%        | 1%        | -%     | 1%  | 1%    | 1%    | *%  | -%   | -%                    | -%         | *%         | 1%              |
| 1%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Urgent / Tracked /                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 27                                                | 21        | 66        | 119       | 9      | 225 | 61    | 173   | 18  | 3    | 2                     | 4          | 8          | 216             |
| 234                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Timed Mail                                        |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 35%                                               | 28%       | 29%       | 23%       | 24%    | 26% | 24%   | 27%   | 34% | 41%  | 32%                   | 49%        | 28%        | 25%             |
| 26%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |     |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |     |       |       |     |      |                       |            |            |                 |

## Qv6B2. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Large Letters Base: All Respondents Who Send Large Letters Regularly

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
143
152
80
214
35
39
43
72
769
12
69
101
189
158
195
234
958
Unweighted total
131
128
79
180
23
33
31
56
762
8
26
64
166
163
200
278
904
Weighted total
122
118
69
170
22
33
26
49
711
8
23
62
159
157
187
246
842
Standard delivery
93%
92%
88%
95%
97%
100%
83%
89%
93%
100%
90%
97%
96%
96%
94%
89%
93%
c
bc
c
a
a
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
21
38
20
39
6
5
9
12
134
1
8
14
30
36
33
46
167
system)
16%
29%
25%
22%
28%
17%
28%
22%
18%
12%
31%
21%
18%
22%
16%
16%
18%
b
abd
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
11
25
8
27
3
3
6
5
94
1
4
5
19
20
17
44
110
day delivery)
8%
19%
10%
15%
11%
9%
19%
9%
12%
11%
17%
8%
11%
12%
9%
16%
12%
b
be
22
30
13
38
5
9
4
11
78
3
6
10
29
18
21
19
107
International delivery
17%
23%
17%
21%
21%
28%
13%
20%
10%
36%
23%
16%
17%
11%
10%
7%
12%
a
a
a
abc
a
a
Urgent delivery (send / receive mail that needs
12
22
8
26
2
5
4
10
71
*
5
5
14
17
23
28
92
to arrive rapidly)
9%
17%
10%
15%
8%
16%
13%
18%
9%
6%
20%
8%
8%
10%
12%
10%
10%
b
a
acde
1
3
1
3
1
*
1
1
7
-
1
1
2
2
2
2
9
Cross-Border Delivery
*%
2%
1%
1%
3%
1%
2%
1%
1%
-%
4%
2%
1%
1%
1%
1%
1%
a
2
2
1
2
-
-
3
-
*
2
-
2
-
-
-
-
4
Other (PLEASE SPECIFY)
1%
1%
2%
1%
-%
-%
10%
-%
*%
23%
-%
3%
-%
-%
-%
-%
*%
abd
abcd
None of these (DO NOT
*
-
*
-
-
-
-
-
6
-
2
-
-
-
-
4
6
READ OUT)
*%
-%
*%
-%
-%
-%
-%
-%
1%
-%
7%
-%
-%
-%
-%
1%
1%
abcde
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
28
46
22
52
7
8
10
17
192
1
10
15
40
41
52
75
234
Timed Mail
21%
36%
28%
29%
29%
24%
30%
31%
25%
14%
38%
23%
24%
25%
26%
27%
26%
b
de
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6B2. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Large Letters Base: All Respondents Who Send Large Letters Regularly

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
742
830
239
943
534
815
347
585
958
958
936
369
214
373
958
Unweighted total
689
780
183
886
473
776
275
518
904
904
878
347
194
360
904
Weighted total
660
740
174
842
417
724
259
477
842
842
821
323
177
340
842
Standard delivery
96%
95%
95%
95%
88%
93%
94%
92%
93%
93%
93%
93%
91%
94%
93%
a
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
123
143
64
158
167
137
44
133
167
167
162
70
34
62
167
system)
18%
18%
35%
18%
35%
18%
16%
26%
18%
18%
18%
20%
18%
17%
18%
b
b
abcef
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
74
100
37
107
110
90
32
84
110
110
106
47
26
37
110
day delivery)
11%
13%
20%
12%
23%
12%
12%
16%
12%
12%
12%
14%
13%
10%
12%
b
b
abcf
91
98
107
106
80
92
44
86
107
107
105
55
20
32
107
International delivery
13%
13%
58%
12%
17%
12%
16%
17%
12%
12%
12%
16%
10%
9%
12%
ab
b
bc
abcf
a
Urgent delivery (send /
receive mail that needs
68
84
48
88
92
74
32
73
92
92
90
44
21
28
92
to arrive rapidly)
10%
11%
26%
10%
20%
10%
12%
14%
10%
10%
10%
13%
11%
8%
10%
ab
b
abcf
a
8
8
9
9
6
9
3
7
9
9
9
4
2
3
9
Cross-Border Delivery
1%
1%
5%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
ab
2
*
-
2
1
4
1
4
4
4
4
2
1
-
4
Other (PLEASE SPECIFY)
*%
*%
-%
*%
*%
*%
*%
1%
*%
*%
*%
1%
1%
-%
*%
None of these (DO NOT
4
4
-
4
*
4
4
*
6
6
6
2
*
4
6
READ OUT)
1%
*%
-%
*%
*%
*%
1%
*%
1%
1%
1%
1%
*%
1%
1%
d
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
160
202
77
219
234
193
56
173
234
234
226
93
50
89
234
Timed Mail
23%
26%
42%
25%
49%
25%
20%
33%
26%
26%
26%
27%
26%
25%
26%
b
b
abcef
e
e

## Qv6B2. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Large Letters Base: All Respondents Who Send Large Letters Regularly

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
698
154
105
285
947
626
-
957
798
955
910
953
741
23
188
958
Unweighted total
673
140
90
230
893
563
-
904
734
899
846
898
706
24
171
904
Weighted total
628
129
85
214
831
517
-
842
680
837
786
835
664
20
155
842
Standard delivery
93%
92%
94%
93%
93%
92%
-%
93%
93%
93%
93%
93%
94%
83%
91%
93%
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
130
21
16
70
165
131
-
167
151
167
162
167
123
7
37
167
system)
19%
15%
17%
31%
19%
23%
-%
18%
21%
19%
19%
19%
17%
31%
21%
18%
ab
b
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
85
16
10
40
108
91
-
110
100
110
110
110
85
6
18
110
day delivery)
13%
11%
11%
17%
12%
16%
-%
12%
14%
12%
13%
12%
12%
25%
11%
12%
b
b
73
17
16
83
106
83
-
107
91
105
99
105
80
2
26
107
International delivery
11%
12%
18%
36%
12%
15%
-%
12%
12%
12%
12%
12%
11%
8%
15%
12%
c
ab
Urgent delivery (send / receive mail that needs
70
14
8
55
91
81
-
92
90
92
92
92
70
6
18
92
to arrive rapidly)
10%
10%
9%
24%
10%
14%
-%
10%
12%
10%
11%
10%
10%
25%
11%
10%
ab
b
5
2
2
8
9
8
-
9
8
9
9
9
5
1
3
9
Cross-Border Delivery
1%
2%
2%
3%
1%
1%
-%
1%
1%
1%
1%
1%
1%
6%
2%
1%
b
1
*
2
-
2
*
-
4
3
4
4
4
4
-
-
4
Other (PLEASE SPECIFY)
*%
*%
2%
-%
*%
*%
-%
*%
*%
*%
*%
*%
1%
-%
-%
*%
c
None of these (DO NOT
6
-
-
*
6
4
-
6
4
6
6
6
2
-
4
6
READ OUT)
1%
-%
-%
*%
1%
1%
-%
1%
1%
1%
1%
1%
*%
-%
2%
1%
c
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
179
33
21
88
232
183
-
234
209
234
229
234
176
10
47
234
Timed Mail
27%
24%
23%
38%
26%
33%
-%
26%
29%
26%
27%
26%
25%
42%
27%
26%
b
b
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6B2. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Large Letters Base: All Respondents Who Send Large Letters Regularly

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
8
269
686
255
78
626
23
935
260
698
758
69
119
958
Unweighted total
6
236
647
243
73
580
28
876
243
661
722
63
114
904
Weighted total
6
220
602
229
69
544
28
814
227
615
678
54
104
842
Standard delivery
100%
93%
93%
94%
95%
94%
100%
93%
93%
93%
94%
87%
91%
93%
b
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
*
51
120
42
15
100
3
164
42
125
121
17
28
167
system)
3%
21%
18%
17%
21%
17%
11%
19%
17%
19%
17%
27%
25%
18%
c
c
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
*
30
74
32
5
69
-
110
29
81
91
5
13
110
day delivery)
3%
13%
11%
13%
7%
12%
-%
13%
12%
12%
13%
9%
12%
12%
*
47
79
28
3
75
5
102
29
77
73
7
26
107
International delivery
3%
20%
12%
11%
4%
13%
17%
12%
12%
12%
10%
11%
23%
12%
b
c
Urgent delivery (send /
receive mail that needs
-
28
67
23
8
55
1
91
23
70
77
3
12
92
to arrive rapidly)
-%
12%
10%
9%
10%
10%
5%
10%
9%
11%
11%
4%
11%
10%
-
4
5
4
1
4
-
9
3
7
8
*
1
9
Cross-Border Delivery
-%
1%
1%
2%
1%
1%
-%
1%
1%
1%
1%
*%
1%
1%
-
4
2
1
1
2
-
4
2
2
2
-
2
4
Other (PLEASE SPECIFY)
-%
2%
*%
1%
2%
*%
-%
*%
1%
*%
*%
-%
2%
*%
c
None of these (DO NOT
-
*
6
-
-
4
-
6
2
4
4
2
-
6
READ OUT)
-%
*%
1%
-%
-%
1%
-%
1%
1%
1%
1%
3%
-%
1%
c
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
*
66
165
61
19
145
3
231
57
177
178
19
36
234
Timed Mail
3%
28%
25%
25%
26%
25%
11%
26%
23%
27%
25%
31%
32%
26%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV6b2. Which of the following types of services does your organisation regularly use when sending each of the types of mail you mentioned?  So for: Large letters
Base: All Respondents who send LARGE LETTERS regularly
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
195
232
257
274
958
Unweighted total
195
222
236
251
904
Weighted total
177
203
225
237
842
Standard delivery
91%
91%
95%
95%
93%
d
Tracked service (send / receive mail for which
you need to be able to monitor its progress through the postal
38
49
38
42
167
system)
19%
22%
16%
17%
18%
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
21
40
26
22
110
day delivery)
11%
18%
11%
9%
12%
abd
20
21
41
24
107
International delivery
10%
9%
18%
10%
12%
acd
Urgent delivery (send / receive mail that needs
16
26
27
23
92
to arrive rapidly)
8%
12%
12%
9%
10%
2
4
1
2
9
Cross-Border Delivery
1%
2%
*%
1%
1%
-
*
-
3
4
Other (PLEASE SPECIFY)
-%
*%
-%
1%
*%
None of these (DO NOT
-
2
2
2
6
READ OUT)
-%
1%
1%
1%
1%
Don't Know (DO NOT READ
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
NET: Urgent / Tracked /
50
65
58
61
234
Timed Mail
26%
29%
25%
24%
26%
Columns Tested: a,b,c,d

## Qv6B3. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Parcels And Packets Base: All Respondents  Who Send Parcels And Packets Regularly

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
*a
Significance Level: 95%
512
69
73
112
48
58
69
109
46
55
46
54
27
766
Unweighted total
640
22
26
42
46
94
94
134
42
49
61
86
34
730
Weighted total
421
17
18
29
27
62
63
93
26
42
28
54
26
486
Standard delivery
66%
79%
70%
69%
59%
66%
67%
70%
62%
85%
46%
63%
78%
67%
c
bceim
c
c
c
c
c
bcefghijm
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
283
9
14
21
21
40
28
69
16
22
28
45
15
326
system)
44%
40%
53%
49%
46%
43%
30%
51%
37%
44%
45%
52%
44%
45%
g
g
g
g
g
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
193
2
8
10
13
29
26
39
13
9
29
24
11
214
day delivery)
30%
10%
33%
24%
28%
31%
28%
29%
30%
18%
48%
28%
32%
29%
l
l
l
l
l
l
l
l
lbdfgijl
m
113
3
4
5
8
16
10
32
7
6
15
15
4
125
International delivery
18%
13%
14%
11%
18%
17%
10%
24%
17%
13%
24%
17%
12%
17%
gj
gj
Urgent delivery (send / receive mail that needs
85
2
3
5
2
11
13
17
7
7
15
10
2
95
to arrive rapidly)
13%
11%
10%
11%
5%
12%
14%
13%
17%
14%
24%
12%
6%
13%
ijkm
-
9
-
-
-
-
-
-
-
-
-
-
-
9
Cross-Border Delivery
-%
41%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
bcdefghi
jkm
6
1
1
3
-
-
-
2
-
3
2
-
-
10
Other (PLEASE SPECIFY)
1%
3%
2%
7%
-%
-%
-%
1%
-%
5%
3%
-%
-%
1%
bfghm
m
None of these (DO NOT
11
-
-
*
1
2
2
2
-
-
-
2
2
11
READ OUT)
2%
-%
-%
*%
3%
2%
2%
1%
-%
-%
-%
2%
5%
2%
Don't Know (DO NOT READ
2
-
-
-
-
-
-
2
-
-
-
-
-
2
OUT)
*%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
NET: Urgent / Tracked /
398
10
17
26
30
54
54
85
27
26
46
58
17
451
Timed Mail
62%
45%
67%
61%
67%
58%
57%
64%
64%
53%
75%
68%
50%
62%
l
l
l
l
l
dl
l
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6B3. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Parcels And Packets Base: All Respondents  Who Send Parcels And Packets Regularly

|                                                   |           |           |                         |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-------------------------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than               | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a                       | b      | a   | b     | a     | f   | e    |                       |            |            |                 |
| *d                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 | b         | a         | Significance Level: 95% |        |     |       |       |     |      |                       |            |            |                 |
| 131                                               | 105       | 193       | 337                     | 74     | 692 | 217   | 549   | 246 | 37   | 28                    | 39         | 142        | 520             |
| 766                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 85                                                | 92        | 183       | 369                     | 34     | 695 | 193   | 536   | 40  | 6    | 4                     | 7          | 23         | 689             |
| 730                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 50                                                | 62        | 125       | 249                     | 20     | 466 | 139   | 346   | 31  | 4    | 4                     | 6          | 17         | 455             |
| 486                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Standard delivery                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 59%                                               | 67%       | 68%       | 68%                     | 58%    | 67% | 72%   | 65%   | 77% | 74%  | 81%                   | 83%        | 75%        | 66%             |
| 67%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a                       |        |     |       |       |     |      |                       |            |            |                 |
| Tracked service (send /                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| receive mail for which                            |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| you need to be able to                            |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| monitor its progress                              |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| through the postal                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 59                                                | 56        | 79        | 132                     | 7      | 319 | 84    | 242   | 19  | 2    | 1                     | 5          | 10         | 308             |
| 326                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| system)                                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 70%                                               | 60%       | 43%       | 36%                     | 21%    | 46% | 43%   | 45%   | 46% | 40%  | 30%                   | 69%        | 43%        | 45%             |
| 45%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abef                                              |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Timed delivery (send /                            |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| receive mail which is                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| guaranteed to arrive by                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a specific time, e.g. by                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 9am next day or 1pm next                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 29                                                | 32        | 58        | 95                      | 9      | 204 | 48    | 166   | 13  | 1    | 2                     | 3          | 7          | 200             |
| 214                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| day delivery)                                     |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 35%                                               | 34%       | 31%       | 26%                     | 27%    | 29% | 25%   | 31%   | 33% | 22%  | 45%                   | 35%        | 32%        | 29%             |
| 29%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 35                                                | 18        | 33        | 38                      | 3      | 121 | 28    | 96    | 12  | 1    | 1                     | 4          | 6          | 113             |
| 125                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| International delivery                            |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 41%                                               | 20%       | 18%       | 10%                     | 10%    | 17% | 15%   | 18%   | 29% | 17%  | 30%                   | 50%        | 24%        | 16%             |
| 17%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abef                                              |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Urgent delivery (send /                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| receive mail that needs                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 23                                                | 16        | 24        | 31                      | 5      | 90  | 24    | 70    | 8   | 1    | 1                     | 2          | 5          | 86              |
| 95                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| to arrive rapidly)                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 28%                                               | 18%       | 13%       | 8%                      | 13%    | 13% | 13%   | 13%   | 21% | 16%  | 21%                   | 25%        | 20%        | 13%             |
| 13%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a                       |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 1         | 1         | 5                       | *      | 9   | 5     | 4     | 1   | *    | *                     | *          | 1          | 8               |
| 9                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Cross-Border Delivery                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | 1%        | *%        | 1%                      | 1%     | 1%  | 3%    | 1%    | 3%  | 4%   | 8%                    | 3%         | 2%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | a         |                         |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 3         | 6                       | *      | 10  | 3     | 7     | *   | -    | -                     | -          | *          | 10              |
| 10                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Other (PLEASE SPECIFY)                            |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | *%        | 2%        | 2%                      | 1%     | 1%  | 2%    | 1%    | 1%  | -%   | -%                    | -%         | 2%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| None of these (DO NOT                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | *         | 9                       | -      | 11  | 7     | 4     | *   | -    | -                     | -          | *          | 11              |
| 11                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| READ OUT)                                         |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | *%        | 2%                      | -%     | 2%  | 4%    | 1%    | 1%  | -%   | -%                    | -%         | 1%         | 2%              |
| 2%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 2                       | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%                      | -%     | *%  | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| NET: Urgent / Tracked /                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 64                                                | 67        | 119       | 201                     | 15     | 435 | 109   | 341   | 25  | 3    | 3                     | 6          | 13         | 426             |
| 451                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Timed Mail                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 76%                                               | 72%       | 65%       | 54%                     | 44%    | 63% | 57%   | 64%   | 61% | 52%  | 60%                   | 75%        | 59%        | 62%             |
| 62%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | e         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |

## Qv6B3. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Parcels And Packets Base: All Respondents  Who Send Parcels And Packets Regularly

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
186
156
103
238
38
46
54
85
543
12
53
75
152
118
153
203
766
Unweighted total
188
131
110
209
26
41
43
68
552
8
17
53
132
125
153
242
730
Weighted total
100
92
56
136
23
29
20
42
373
4
12
39
104
88
106
133
486
Standard delivery
53%
70%
51%
65%
89%
71%
45%
61%
68%
52%
72%
74%
78%
70%
69%
55%
67%
b
b
abcd
c
c
a
a
a
a
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
117
63
72
107
22
27
21
31
225
1
11
26
53
60
64
111
326
system)
62%
48%
66%
51%
85%
67%
48%
45%
41%
12%
65%
49%
40%
48%
42%
46%
45%
a
a
abc
abc
abcd
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
71
44
46
69
8
10
21
21
153
3
6
16
39
31
41
77
214
day delivery)
38%
33%
42%
33%
30%
24%
48%
32%
28%
32%
38%
31%
30%
25%
27%
32%
29%
abd
51
31
35
47
11
11
14
15
72
1
6
10
24
23
19
41
125
International delivery
27%
24%
32%
22%
42%
28%
33%
23%
13%
12%
32%
19%
18%
18%
13%
17%
17%
ab
a
a
a
abcd
Urgent delivery (send / receive mail that needs
32
18
21
29
12
9
10
8
56
*
6
7
20
13
23
26
95
to arrive rapidly)
17%
14%
19%
14%
47%
22%
22%
11%
10%
6%
37%
13%
15%
10%
15%
11%
13%
abcd
a
a
abcde
1
2
1
3
1
1
1
1
5
-
1
1
2
1
2
2
9
Cross-Border Delivery
1%
2%
1%
1%
4%
3%
2%
1%
1%
-%
5%
1%
2%
1%
1%
1%
1%
a
a
5
2
1
6
-
-
-
1
9
-
*
1
1
4
3
2
10
Other (PLEASE SPECIFY)
3%
2%
1%
3%
-%
-%
-%
2%
2%
-%
1%
1%
1%
3%
2%
1%
1%
None of these (DO NOT
*
4
-
4
-
-
2
-
9
2
-
-
*
-
4
6
11
READ OUT)
*%
3%
-%
2%
-%
-%
4%
-%
2%
23%
-%
-%
*%
-%
2%
2%
2%
b
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
2
2
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
1%
*%
NET: Urgent / Tracked /
147
84
89
142
23
29
30
43
326
3
14
31
71
76
92
163
451
Timed Mail
78%
64%
81%
68%
88%
72%
69%
63%
59%
35%
82%
59%
54%
61%
60%
68%
62%
a
a
abc
abcde
d
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6B3. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Parcels And Packets Base: All Respondents  Who Send Parcels And Packets Regularly

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
566
624
235
735
558
636
296
766
739
585
730
300
155
307
766
Unweighted total
526
570
191
689
527
602
228
730
697
518
685
289
143
293
730
Weighted total
374
408
150
486
301
414
162
486
474
368
468
201
92
193
486
Standard delivery
71%
72%
78%
71%
57%
69%
71%
67%
68%
71%
68%
69%
64%
66%
67%
ab
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
242
258
111
307
326
266
104
326
310
232
306
132
64
128
326
system)
46%
45%
58%
45%
62%
44%
46%
45%
44%
45%
45%
46%
45%
44%
45%
b
b
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
144
165
65
193
214
179
71
214
203
146
199
82
45
84
214
day delivery)
27%
29%
34%
28%
41%
30%
31%
29%
29%
28%
29%
28%
31%
29%
29%
b
102
104
125
121
106
101
50
125
121
97
121
63
20
41
125
International delivery
19%
18%
65%
18%
20%
17%
22%
17%
17%
19%
18%
22%
14%
14%
17%
ab
a
Urgent delivery (send /
receive mail that needs
72
84
40
91
95
79
43
95
94
72
94
47
20
27
95
to arrive rapidly)
14%
15%
21%
13%
18%
13%
19%
13%
13%
14%
14%
16%
14%
9%
13%
b
b
abcdf
a
9
7
9
9
6
6
4
9
9
7
9
5
1
3
9
Cross-Border Delivery
2%
1%
5%
1%
1%
1%
2%
1%
1%
1%
1%
2%
*%
1%
1%
ab
5
9
*
10
8
9
2
10
10
8
10
6
*
4
10
Other (PLEASE SPECIFY)
1%
2%
*%
2%
2%
1%
1%
1%
2%
2%
2%
2%
*%
1%
1%
None of these (DO NOT
9
2
-
9
*
9
*
11
9
5
9
4
2
5
11
READ OUT)
2%
*%
-%
1%
*%
2%
*%
2%
1%
1%
1%
1%
1%
2%
2%
a
a
e
e
Don't Know (DO NOT READ
2
2
-
2
2
2
-
2
2
-
2
-
2
-
2
OUT)
*%
*%
-%
*%
*%
*%
-%
*%
*%
-%
*%
-%
1%
-%
*%
NET: Urgent / Tracked /
314
349
129
414
451
366
141
451
426
308
418
178
91
178
451
Timed Mail
60%
61%
68%
60%
85%
61%
62%
62%
61%
59%
61%
61%
64%
61%
62%
b
bc
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv6B3. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Parcels And Packets Base: All Respondents  Who Send Parcels And Packets Regularly

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
547
111
106
271
761
537
-
765
700
760
715
756
585
20
147
766
Unweighted total
529
103
96
227
724
494
-
728
654
721
669
716
560
21
131
730
Weighted total
360
68
57
170
484
319
-
484
444
481
451
478
361
12
98
486
Standard delivery
68%
66%
59%
75%
67%
65%
-%
66%
68%
67%
67%
67%
64%
60%
75%
67%
ab
c
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
218
42
66
134
322
251
-
326
296
322
304
320
243
9
71
326
system)
41%
41%
68%
59%
45%
51%
-%
45%
45%
45%
45%
45%
43%
43%
54%
45%
bc
ab
b
c
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
151
27
35
76
212
164
-
214
194
214
200
210
162
11
36
214
day delivery)
29%
26%
37%
33%
29%
33%
-%
29%
30%
30%
30%
29%
29%
54%
28%
29%
84
11
28
97
125
91
-
125
110
121
110
120
94
3
26
125
International delivery
16%
11%
29%
43%
17%
18%
-%
17%
17%
17%
17%
17%
17%
14%
20%
17%
bc
ab
Urgent delivery (send / receive mail that needs
62
14
19
51
93
76
-
95
86
95
88
93
70
3
22
95
to arrive rapidly)
12%
14%
19%
23%
13%
15%
-%
13%
13%
13%
13%
13%
13%
16%
17%
13%
c
ab
5
2
2
8
9
8
-
9
9
9
9
9
6
-
3
9
Cross-Border Delivery
1%
2%
2%
4%
1%
2%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
b
7
2
1
-
10
7
-
10
10
10
10
10
9
*
1
10
Other (PLEASE SPECIFY)
1%
2%
1%
-%
1%
2%
-%
1%
2%
1%
1%
1%
2%
1%
1%
1%
c
c
None of these (DO NOT
1
8
2
-
9
4
-
11
4
11
8
11
7
-
2
11
READ OUT)
*%
8%
2%
-%
1%
1%
-%
2%
1%
2%
1%
2%
1%
-%
1%
2%
c
c
Don't Know (DO NOT READ
2
-
-
2
2
2
-
2
2
2
2
2
-
-
2
2
OUT)
*%
-%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
1%
*%
c
NET: Urgent / Tracked /
314
58
78
161
447
345
-
451
410
447
418
442
350
13
79
451
Timed Mail
59%
56%
81%
71%
62%
70%
-%
62%
63%
62%
62%
62%
63%
64%
60%
62%
bc
b
b
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6B3. Which Of The Following Types Of Services Does Your Organisation Regularly Use When Sending Each Of The Types Of Mail You Mentioned?  So For: Parcels And Packets Base: All Respondents  Who Send Parcels And Packets Regularly

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
9
315
523
221
54
488
16
750
213
553
532
76
145
766
Unweighted total
7
301
491
214
51
450
18
712
206
524
487
78
158
730
Weighted total
3
181
332
135
32
292
13
473
141
345
345
48
87
486
Standard delivery
42%
60%
68%
63%
62%
65%
71%
66%
68%
66%
71%
61%
55%
67%
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
3
169
202
118
24
203
5
321
75
251
186
50
88
326
system)
47%
56%
41%
55%
47%
45%
31%
45%
37%
48%
38%
64%
56%
45%
b
b
c
c
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
*
107
135
71
16
121
6
208
60
153
139
20
55
214
day delivery)
3%
36%
28%
33%
32%
27%
33%
29%
29%
29%
28%
25%
35%
29%
2
75
75
46
7
81
2
123
36
89
66
16
42
125
International delivery
29%
25%
15%
22%
13%
18%
10%
17%
17%
17%
14%
21%
27%
17%
b
c
Urgent delivery (send /
receive mail that needs
-
44
54
40
7
45
1
94
32
63
63
15
16
95
to arrive rapidly)
-%
15%
11%
19%
15%
10%
5%
13%
15%
12%
13%
20%
10%
13%
b
a
-
3
7
2
-
5
*
9
3
6
6
*
2
9
Cross-Border Delivery
-%
1%
1%
1%
-%
1%
3%
1%
1%
1%
1%
*%
1%
1%
*
7
7
3
3
2
*
10
4
7
7
1
2
10
Other (PLEASE SPECIFY)
7%
2%
2%
1%
6%
1%
3%
1%
2%
1%
1%
1%
1%
1%
a
None of these (DO NOT
-
6
9
-
-
7
-
11
2
9
7
-
4
11
READ OUT)
-%
2%
2%
-%
-%
2%
-%
2%
1%
2%
1%
-%
3%
2%
a
Don't Know (DO NOT READ
-
-
2
-
-
-
2
-
2
-
-
2
-
2
OUT)
-%
-%
*%
-%
-%
-%
10%
-%
1%
-%
-%
2%
-%
*%
a
c
NET: Urgent / Tracked /
3
220
285
154
35
277
10
440
118
332
277
59
112
451
Timed Mail
47%
73%
58%
72%
69%
62%
58%
62%
57%
63%
57%
76%
71%
62%
b
c
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV6b3. Which of the following types of services does your organisation regularly use when sending each of the types of mail you mentioned?  So for: Parcels and packets
Base: All Respondents  who send PARCELS AND PACKETS regularly
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
161
184
209
212
766
Unweighted total
169
182
191
187
730
Weighted total
95
117
140
134
486
Standard delivery
56%
64%
73%
72%
67%
d
d
Tracked service (send / receive mail for which
you need to be able to monitor its progress through the postal
72
79
74
101
326
system)
43%
44%
38%
54%
45%
bcd
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
54
66
53
42
214
day delivery)
32%
36%
27%
22%
29%
a
a
30
31
30
34
125
International delivery
18%
17%
16%
18%
17%
Urgent delivery (send / receive mail that needs
16
21
26
32
95
to arrive rapidly)
10%
12%
13%
17%
13%
d
3
3
1
2
9
Cross-Border Delivery
2%
2%
1%
1%
1%
2
3
*
5
10
Other (PLEASE SPECIFY)
1%
2%
*%
3%
1%
b
None of these (DO NOT
2
2
5
2
11
READ OUT)
1%
1%
3%
1%
2%
Don't Know (DO NOT READ
-
2
-
-
2
OUT)
-%
1%
-%
-%
*%
NET: Urgent / Tracked /
107
113
109
122
451
Timed Mail
63%
62%
57%
65%
62%
Columns Tested: a,b,c,d

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
*a
Significance Level: 95%
435
65
75
79
39
50
54
91
48
47
37
49
20
654
Unweighted total
549
21
26
30
38
83
70
114
46
41
51
79
28
627
Weighted total
Recorded delivery -
379
18
20
20
30
63
50
73
27
30
30
52
24
437
Signed for
69%
83%
78%
66%
79%
76%
71%
64%
59%
74%
58%
66%
87%
70%
bcefjm
ce
Special delivery - Next
292
9
14
18
17
37
44
67
25
23
33
31
15
334
Day (by 1pm)
53%
43%
56%
60%
44%
44%
63%
59%
55%
57%
65%
39%
54%
53%
bl
bl
b
bl
154
4
9
10
11
17
26
33
9
17
10
19
13
177
Royal Mail Tracked
28%
17%
36%
33%
29%
20%
37%
29%
19%
42%
19%
24%
46%
28%
el
l
el
cehlm
128
3
6
9
9
5
21
24
18
14
10
21
6
146
Special delivery by 9am
23%
13%
22%
31%
24%
6%
30%
21%
39%
35%
19%
26%
20%
23%
h
h
hl
h
hl
h
cfhklm
hl
h
I send urgent or tracked mail by a carrier other than Royal Mail (PLEASE
76
4
3
3
6
13
9
15
4
2
7
15
4
85
SPECIFY)
14%
17%
10%
9%
15%
16%
13%
14%
9%
5%
14%
19%
14%
14%
d
I send urgent or tracked
33
1
*
*
3
4
2
16
1
*
-
2
4
35
mail by TNT
6%
3%
2%
2%
7%
5%
3%
14%
3%
1%
-%
3%
13%
6%
bcdegjklm
I send urgent or tracked
24
-
*
1
1
2
2
9
1
1
2
5
-
25
mail by UPS
4%
-%
2%
4%
4%
3%
3%
8%
3%
3%
3%
6%
-%
4%
l
I send urgent or tracked
18
-
*
*
1
5
*
6
1
1
2
-
2
19
mail by Fedex
3%
-%
2%
2%
3%
6%
*%
5%
3%
4%
3%
-%
6%
3%
l
I send urgent or tracked
14
*
*
1
1
-
4
4
*
3
*
3
-
15
mail by DHL
3%
1%
1%
2%
3%
-%
5%
3%
*%
6%
*%
4%
-%
2%
I send urgent or tracked
11
-
*
-
1
2
-
4
-
-
2
-
2
11
mail by UK Mail
2%
-%
*%
-%
3%
3%
-%
3%
-%
-%
3%
-%
6%
2%
I send urgent or tracked
9
-
1
1
-
*
2
2
1
1
2
-
-
11
mail by Interlink
2%
-%
4%
2%
-%
*%
3%
2%
3%
3%
3%
-%
-%
2%
I send urgent or tracked
8
-
-
2
1
-
2
-
1
1
2
-
-
10
mail by City Link
1%
-%
-%
6%
3%
-%
3%
-%
3%
4%
3%
-%
-%
2%
fklm
I send urgent or tracked
8
-
*
-
1
-
-
4
1
1
-
*
-
8
mail by a local company
1%
-%
*%
-%
3%
-%
-%
3%
3%
3%
-%
*%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
*a
Significance Level: 95%
435
65
75
79
39
50
54
91
48
47
37
49
20
654
Unweighted total
549
21
26
30
38
83
70
114
46
41
51
79
28
627
Weighted total I send urgent or tracked
7
-
-
-
1
-
2
-
*
-
2
2
-
7
mail by Parcel Force
1%
-%
-%
-%
3%
-%
3%
-%
1%
-%
3%
3%
-%
1%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
12
1
*
2
-
-
-
2
1
3
4
2
-
14
None of these
2%
3%
1%
5%
-%
-%
-%
2%
3%
6%
7%
3%
-%
2%
3
-
-
-
-
-
-
-
1
-
-
2
-
3
Don't know
1%
-%
-%
-%
-%
-%
-%
-%
3%
-%
-%
3%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

|                                                   |           |           |                         |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-------------------------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than               | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a                       | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 | b         | a         | Significance Level: 95% |        |     |       |       |     |      |                       |            |            |                 |
| 108                                               | 84        | 156       | 306                     | 58     | 596 | 182   | 472   | 206 | 28   | 26                    | 38         | 114        | 448             |
| 654                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 71                                                | 76        | 148       | 332                     | 24     | 603 | 156   | 470   | 34  | 5    | 4                     | 7          | 19         | 593             |
| 627                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Recorded delivery -                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 55                                                | 51        | 100       | 231                     | 15     | 422 | 111   | 326   | 26  | 3    | 4                     | 6          | 14         | 411             |
| 437                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Signed for                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 77%                                               | 67%       | 68%       | 70%                     | 61%    | 70% | 71%   | 69%   | 78% | 62%  | 91%                   | 83%        | 77%        | 69%             |
| 70%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Special delivery - Next                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 35                                                | 38        | 96        | 164                     | 13     | 321 | 89    | 245   | 22  | 3    | 3                     | 5          | 11         | 311             |
| 334                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Day (by 1pm)                                      |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 50%                                               | 50%       | 65%       | 50%                     | 53%    | 53% | 57%   | 52%   | 66% | 65%  | 83%                   | 67%        | 62%        | 52%             |
| 53%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| acd                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 20                                                | 19        | 49        | 89                      | 10     | 167 | 54    | 123   | 11  | 2    | 1                     | 3          | 5          | 167             |
| 177                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Royal Mail Tracked                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 28%                                               | 26%       | 33%       | 27%                     | 42%    | 28% | 35%   | 26%   | 32% | 33%  | 26%                   | 46%        | 27%        | 28%             |
| 28%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 17                                                | 17        | 42        | 70                      | 8      | 138 | 33    | 113   | 11  | 2    | 2                     | 2          | 6          | 134             |
| 146                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Special delivery by 9am                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 24%                                               | 23%       | 29%       | 21%                     | 33%    | 23% | 21%   | 24%   | 34% | 34%  | 41%                   | 35%        | 32%        | 23%             |
| 23%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by a carrier other                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| than Royal Mail (PLEASE                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 15                                                | 14        | 23        | 33                      | 4      | 81  | 16    | 70    | 8   | 1    | 1                     | 1          | 5          | 78              |
| 85                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| SPECIFY)                                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 22%                                               | 19%       | 15%       | 10%                     | 17%    | 13% | 10%   | 15%   | 23% | 29%  | 17%                   | 17%        | 25%        | 13%             |
| 14%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a                       |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 8                                                 | 2         | 10        | 15                      | 2      | 33  | 11    | 24    | 1   | *    | *                     | *          | 1          | 33              |
| 35                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by TNT                                       |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 11%                                               | 3%        | 7%        | 4%                      | 7%     | 5%  | 7%    | 5%    | 4%  | 4%   | 3%                    | 2%         | 6%         | 6%              |
| 6%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ac                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 10                                                | 10        | 3         | 2                       | 2      | 23  | 6     | 19    | 1   | 1    | -                     | *          | *          | 24              |
| 25                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by UPS                                       |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 14%                                               | 14%       | 2%        | 1%                      | 10%    | 4%  | 4%    | 4%    | 3%  | 14%  | -%                    | 2%         | 2%         | 4%              |
| 4%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 4         | 4         | 8                       | *      | 19  | 4     | 15    | 1   | *    | -                     | 1          | *          | 18              |
| 19                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by Fedex                                     |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 6%        | 3%        | 2%                      | 2%     | 3%  | 3%    | 3%    | 3%  | 10%  | -%                    | 8%         | 1%         | 3%              |
| 3%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | *         | 11                      | 2      | 13  | 1     | 15    | 2   | *    | *                     | *          | 1          | 14              |
| 15                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by DHL                                       |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | 3%        | *%        | 3%                      | 9%     | 2%  | *%    | 3%    | 5%  | 9%   | 8%                    | 3%         | 4%         | 2%              |
| 2%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | b         | a         | b                       | a      |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | 3         | 2         | *                       | *      | 11  | 2     | 9     | *   | -    | *                     | -          | -          | 11              |
| 11                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by UK Mail                                   |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | 4%        | 1%        | *%                      | *%     | 2%  | 1%    | 2%    | *%  | -%   | 3%                    | -%         | -%         | 2%              |
| 2%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 4         | 2         | 4                       | -      | 11  | 4     | 7     | 1   | -    | *                     | -          | 1          | 9               |
| 11                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by Interlink                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 6%        | 1%        | 1%                      | -%     | 2%  | 2%    | 1%    | 3%  | -%   | 4%                    | -%         | 5%         | 2%              |
| 2%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 2         | -         | 6                       | 1      | 8   | 4     | 6     | *   | -    | -                     | *          | -          | 9               |
| 10                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by City Link                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | 3%        | -%        | 2%                      | 5%     | 1%  | 2%    | 1%    | 1%  | -%   | -%                    | 3%         | -%         | 2%              |
| 2%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

|                                                   |           |           |                         |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-------------------------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than               | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a                       | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 | b         | a         | Significance Level: 95% |        |     |       |       |     |      |                       |            |            |                 |
| 108                                               | 84        | 156       | 306                     | 58     | 596 | 182   | 472   | 206 | 28   | 26                    | 38         | 114        | 448             |
| 654                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 71                                                | 76        | 148       | 332                     | 24     | 603 | 156   | 470   | 34  | 5    | 4                     | 7          | 19         | 593             |
| 627                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 3         | 3                       | *      | 8   | 6     | 2     | *   | *    | *                     | -          | -          | 7               |
| 8                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by a local company                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | *%        | 2%        | 1%                      | 1%     | 1%  | 4%    | *%    | 1%  | 2%   | 8%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| I send urgent or tracked                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 2         | 3                       | 1      | 6   | 2     | 6     | *   | -    | *                     | -          | *          | 7               |
| 7                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| mail by Parcel Force                              |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | *%        | 1%        | 1%                      | 5%     | 1%  | 1%    | 1%    | 1%  | -%   | 5%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Refused                                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 3         | 4         | 7                       | *      | 14  | 1     | 13    | 1   | -    | -                     | -          | 1          | 13              |
| 14                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| None of these                                     |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 4%        | 2%        | 2%                      | *%     | 2%  | 1%    | 3%    | 2%  | -%   | -%                    | -%         | 3%         | 2%              |
| 2%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 3                       | -      | 3   | 2     | 1     | -   | -    | -                     | -          | -          | 3               |
| 3                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 1%                      | -%     | 1%  | 1%    | *%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
151
131
89
192
33
35
37
55
494
8
45
54
128
95
129
195
654
Unweighted total
154
108
93
169
23
32
29
51
492
5
16
35
106
95
131
239
627
Weighted total Recorded delivery -
94
72
66
101
16
20
17
44
340
3
15
26
70
68
92
163
437
Signed for
61%
67%
71%
60%
68%
64%
60%
86%
69%
61%
94%
74%
66%
71%
71%
68%
70%
acd
abcde
Special delivery - Next
70
60
43
87
11
14
9
27
272
4
8
19
55
52
69
126
334
Day (by 1pm)
45%
56%
46%
52%
49%
45%
32%
53%
55%
97%
48%
53%
52%
55%
53%
53%
53%
c
c
37
31
28
41
3
11
4
18
141
*
5
9
27
37
34
67
177
Royal Mail Tracked
24%
29%
30%
24%
12%
36%
13%
36%
29%
10%
30%
25%
25%
38%
26%
28%
28%
ce
ce
ce
bd
38
17
19
36
4
7
6
16
114
1
2
11
26
25
30
50
146
Special delivery by 9am
25%
16%
21%
22%
16%
21%
20%
30%
23%
18%
16%
32%
25%
26%
23%
21%
23%
I send urgent or tracked mail by a carrier other than Royal Mail (PLEASE
39
26
22
44
7
5
4
10
58
2
2
3
17
19
20
22
85
SPECIFY)
26%
24%
23%
26%
33%
17%
15%
19%
12%
39%
13%
9%
16%
20%
15%
9%
14%
a
a
I send urgent or tracked
17
8
6
19
4
5
-
4
21
-
1
2
5
2
15
9
35
mail by TNT
11%
8%
6%
11%
16%
17%
-%
8%
4%
-%
9%
5%
4%
2%
12%
4%
6%
ac
ac
acd
I send urgent or tracked
10
11
6
16
2
7
2
*
14
*
2
6
4
4
6
4
25
mail by UPS
6%
10%
6%
9%
11%
23%
6%
*%
3%
2%
13%
16%
4%
4%
5%
1%
4%
ab
ab
acd
abcd
I send urgent or tracked
12
6
10
7
2
2
4
-
11
-
1
-
3
3
7
5
19
mail by Fedex
7%
5%
11%
4%
11%
7%
13%
-%
2%
-%
4%
-%
3%
3%
5%
2%
3%
a
ab
ab
I send urgent or tracked
6
*
2
5
-
*
1
2
12
*
1
*
1
*
3
10
15
mail by DHL
4%
*%
2%
3%
-%
1%
3%
4%
2%
2%
4%
1%
1%
*%
3%
4%
2%
a
cd
I send urgent or tracked
7
3
7
3
2
2
-
4
3
-
-
4
2
1
2
2
11
mail by UK Mail
5%
3%
8%
2%
8%
6%
-%
8%
1%
-%
-%
10%
2%
1%
1%
1%
2%
a
a
a
a
abcdf
I send urgent or tracked
6
2
3
5
*
2
2
1
5
-
*
3
1
2
-
3
11
mail by Interlink
4%
2%
3%
3%
2%
7%
6%
3%
1%
-%
2%
9%
1%
2%
-%
1%
2%
a
a
abd
I send urgent or tracked
4
3
2
5
1
-
2
-
6
*
1
-
-
1
3
4
10
mail by City Link
3%
3%
2%
3%
7%
-%
8%
-%
1%
4%
8%
-%
-%
1%
2%
1%
2%
a
ab
acde
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
151
131
89
192
33
35
37
55
494
8
45
54
128
95
129
195
654
Unweighted total
154
108
93
169
23
32
29
51
492
5
16
35
106
95
131
239
627
Weighted total I send urgent or tracked
2
3
2
3
-
2
-
1
5
-
-
1
-
4
3
-
8
mail by a local company
1%
3%
2%
2%
-%
6%
-%
3%
1%
-%
-%
4%
-%
4%
2%
-%
1%
a
ad
ad
a
I send urgent or tracked
4
2
*
5
-
2
-
-
5
-
*
-
-
-
4
3
7
mail by Parcel Force
2%
2%
*%
3%
-%
7%
-%
-%
1%
-%
1%
-%
-%
-%
3%
1%
1%
ab
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
4
4
3
*
3
1
-
9
-
*
1
2
3
*
6
14
None of these
2%
3%
4%
2%
1%
10%
5%
-%
2%
-%
1%
4%
2%
3%
*%
3%
2%
ab
-
-
-
-
-
-
-
-
3
-
-
-
-
-
2
1
3
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
2%
1%
1%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
485
555
212
619
654
537
221
527
637
502
630
253
133
265
654
Unweighted total
446
515
175
581
627
512
176
500
605
448
597
238
125
261
627
Weighted total Recorded delivery -
316
380
125
416
437
361
127
340
425
332
416
165
95
173
437
Signed for
71%
74%
72%
71%
70%
70%
72%
68%
70%
74%
70%
70%
76%
66%
70%
d
Special delivery - Next
233
278
97
306
334
276
92
261
321
251
319
136
62
134
334
Day (by 1pm)
52%
54%
56%
53%
53%
54%
53%
52%
53%
56%
53%
57%
49%
51%
53%
119
155
54
166
177
147
50
144
173
131
173
76
30
71
177
Royal Mail Tracked
27%
30%
31%
29%
28%
29%
28%
29%
29%
29%
29%
32%
24%
27%
28%
104
130
48
139
146
119
47
114
146
119
146
71
23
50
146
Special delivery by 9am
23%
25%
28%
24%
23%
23%
27%
23%
24%
27%
24%
30%
19%
19%
23%
ab
I send urgent or tracked mail by a carrier other than Royal Mail (PLEASE
68
65
36
83
85
73
34
81
84
56
84
37
16
31
85
SPECIFY)
15%
13%
21%
14%
14%
14%
19%
16%
14%
12%
14%
16%
13%
12%
14%
ab
bc
I send urgent or tracked
20
29
14
29
35
29
4
31
33
26
33
10
4
20
35
mail by TNT
4%
6%
8%
5%
6%
6%
2%
6%
5%
6%
6%
4%
4%
8%
6%
e
e
I send urgent or tracked
21
23
16
24
25
22
13
25
25
22
25
13
4
8
25
mail by UPS
5%
5%
9%
4%
4%
4%
7%
5%
4%
5%
4%
6%
3%
3%
4%
ab
I send urgent or tracked
19
15
11
19
19
14
8
19
19
14
19
8
4
7
19
mail by Fedex
4%
3%
6%
3%
3%
3%
4%
4%
3%
3%
3%
4%
3%
3%
3%
a
I send urgent or tracked
11
14
8
14
15
10
3
12
14
11
14
2
3
11
15
mail by DHL
3%
3%
5%
2%
2%
2%
2%
2%
2%
2%
2%
1%
2%
4%
2%
c
I send urgent or tracked
11
9
4
11
11
11
2
11
11
7
11
7
2
2
11
mail by UK Mail
2%
2%
2%
2%
2%
2%
1%
2%
2%
2%
2%
3%
1%
1%
2%
I send urgent or tracked
10
10
2
10
11
10
4
10
10
5
10
3
4
4
11
mail by Interlink
2%
2%
1%
2%
2%
2%
2%
2%
2%
1%
2%
1%
3%
2%
2%
I send urgent or tracked
6
9
3
10
10
6
4
10
10
7
10
2
2
6
10
mail by City Link
1%
2%
2%
2%
2%
1%
2%
2%
2%
2%
2%
1%
1%
2%
2%
I send urgent or tracked
8
8
3
8
8
8
3
7
8
7
8
-
*
8
8
mail by a local company
2%
2%
2%
1%
1%
2%
2%
1%
1%
1%
1%
-%
*%
3%
1%
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
485
555
212
619
654
537
221
527
637
502
630
253
133
265
654
Unweighted total
446
515
175
581
627
512
176
500
605
448
597
238
125
261
627
Weighted total I send urgent or tracked
4
5
*
7
7
5
-
7
7
6
7
*
-
7
7
mail by Parcel Force
1%
1%
*%
1%
1%
1%
-%
1%
1%
1%
1%
*%
-%
3%
1%
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
10
11
4
11
14
10
3
11
13
12
13
4
3
7
14
None of these
2%
2%
2%
2%
2%
2%
2%
2%
2%
3%
2%
2%
3%
3%
2%
2
3
-
3
3
3
1
3
3
2
3
1
-
2
3
Don't know
*%
1%
-%
1%
1%
1%
1%
1%
1%
*%
1%
1%
-%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
470
88
95
251
649
495
-
653
586
650
614
647
518
17
127
654
Unweighted total
454
82
91
213
622
456
-
625
551
621
586
616
499
19
117
627
Weighted total Recorded delivery -
311
57
68
165
435
315
-
437
391
435
413
430
345
13
85
437
Signed for
69%
70%
75%
78%
70%
69%
-%
70%
71%
70%
70%
70%
69%
68%
73%
70%
ab
Special delivery - Next
240
51
42
134
330
254
-
334
288
331
318
328
270
6
60
334
Day (by 1pm)
53%
63%
46%
63%
53%
56%
-%
53%
52%
53%
54%
53%
54%
33%
51%
53%
a
b
126
27
24
77
177
142
-
176
158
177
158
177
147
5
25
177
Royal Mail Tracked
28%
33%
27%
36%
29%
31%
-%
28%
29%
29%
27%
29%
29%
28%
22%
28%
b
102
27
17
60
144
117
-
146
132
146
142
144
119
2
25
146
Special delivery by 9am
22%
33%
19%
28%
23%
26%
-%
23%
24%
23%
24%
23%
24%
12%
21%
23%
ac
I send urgent or tracked mail by a carrier other than Royal Mail (PLEASE
58
14
13
35
85
66
-
85
71
85
76
85
61
2
22
85
SPECIFY)
13%
17%
15%
16%
14%
14%
-%
14%
13%
14%
13%
14%
12%
12%
19%
14%
c
I send urgent or tracked
20
2
12
19
35
29
-
35
31
35
35
35
26
3
6
35
mail by TNT
4%
2%
14%
9%
6%
6%
-%
6%
6%
6%
6%
6%
5%
16%
6%
6%
bc
I send urgent or tracked
13
2
10
18
25
24
-
25
23
25
23
25
17
4
6
25
mail by UPS
3%
2%
11%
9%
4%
5%
-%
4%
4%
4%
4%
4%
3%
18%
5%
4%
bc
b
I send urgent or tracked
12
5
1
9
19
17
-
19
19
19
17
19
15
-
4
19
mail by Fedex
3%
7%
2%
4%
3%
4%
-%
3%
3%
3%
3%
3%
3%
-%
4%
3%
I send urgent or tracked
13
1
1
11
15
12
-
15
13
15
15
14
12
-
4
15
mail by DHL
3%
2%
1%
5%
2%
3%
-%
2%
2%
2%
3%
2%
2%
-%
3%
2%
b
I send urgent or tracked
4
-
7
4
11
9
-
11
11
11
11
11
7
-
4
11
mail by UK Mail
1%
-%
7%
2%
2%
2%
-%
2%
2%
2%
2%
2%
1%
-%
3%
2%
bc
I send urgent or tracked
8
*
3
4
10
7
-
11
7
11
10
11
7
-
4
11
mail by Interlink
2%
*%
3%
2%
2%
2%
-%
2%
1%
2%
2%
2%
1%
-%
3%
2%
I send urgent or tracked
5
2
2
6
10
8
-
10
8
10
10
10
8
1
1
10
mail by City Link
1%
3%
2%
3%
2%
2%
-%
2%
1%
2%
2%
2%
2%
7%
1%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
470
88
95
251
649
495
-
653
586
650
614
647
518
17
127
654
Unweighted total
454
82
91
213
622
456
-
625
551
621
586
616
499
19
117
627
Weighted total I send urgent or tracked
8
-
*
5
8
6
-
8
8
8
8
8
6
-
2
8
mail by a local company
2%
-%
*%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
I send urgent or tracked
1
2
4
-
7
7
-
7
7
7
7
7
7
-
-
7
mail by Parcel Force
*%
2%
5%
-%
1%
2%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
c
c
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
11
2
*
5
14
9
-
14
12
12
12
12
12
-
2
14
None of these
3%
3%
*%
3%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%
1
2
-
2
3
3
-
3
3
3
3
3
3
-
-
3
Don't know
*%
3%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
5
253
452
202
57
412
15
639
177
477
473
63
113
654
Unweighted total
3
238
431
196
54
390
15
612
169
458
443
64
119
627
Weighted total
Recorded delivery -
2
145
296
140
33
281
11
425
113
324
315
44
78
437
Signed for
91%
61%
69%
72%
61%
72%
79%
69%
67%
71%
71%
69%
65%
70%
Special delivery - Next
2
114
222
111
37
192
8
326
89
245
245
36
52
334
Day (by 1pm)
78%
48%
52%
57%
69%
49%
52%
53%
53%
53%
55%
57%
43%
53%
a
a
*
61
116
61
12
110
8
170
49
128
122
23
32
177
Royal Mail Tracked
18%
26%
27%
31%
21%
28%
52%
28%
29%
28%
27%
36%
27%
28%
1
51
98
48
16
89
1
145
45
101
108
12
27
146
Special delivery by 9am
25%
21%
23%
24%
29%
23%
7%
24%
27%
22%
24%
18%
22%
23%
I send urgent or tracked mail by a carrier other than Royal Mail (PLEASE
2
59
43
42
11
49
*
85
21
65
40
14
31
85
SPECIFY)
66%
25%
10%
22%
20%
12%
3%
14%
12%
14%
9%
22%
26%
14%
b
c
c
I send urgent or tracked
-
23
23
12
-
24
2
33
*
34
19
4
12
35
mail by TNT
-%
10%
5%
6%
-%
6%
12%
5%
*%
7%
4%
6%
10%
6%
b
c
I send urgent or tracked
*
19
13
12
*
13
-
25
7
18
16
2
7
25
mail by UPS
18%
8%
3%
6%
1%
3%
-%
4%
4%
4%
4%
3%
6%
4%
I send urgent or tracked
-
17
9
10
5
14
-
19
4
16
10
4
5
19
mail by Fedex
-%
7%
2%
5%
10%
4%
-%
3%
2%
3%
2%
7%
4%
3%
a
I send urgent or tracked
-
7
10
5
2
12
-
15
3
12
7
*
8
15
mail by DHL
-%
3%
2%
3%
3%
3%
-%
3%
2%
3%
2%
*%
7%
2%
bc
I send urgent or tracked
-
11
8
3
-
9
-
11
5
6
*
4
7
11
mail by UK Mail
-%
4%
2%
2%
-%
2%
-%
2%
3%
1%
*%
6%
6%
2%
c
c
I send urgent or tracked
-
8
8
3
*
6
-
11
3
7
5
*
5
11
mail by Interlink
-%
3%
2%
2%
*%
2%
-%
2%
2%
2%
1%
1%
4%
2%
c
I send urgent or tracked
*
6
7
3
-
8
-
10
1
9
6
1
3
10
mail by City Link
7%
2%
2%
1%
-%
2%
-%
2%
*%
2%
1%
1%
2%
2%
I send urgent or tracked
-
5
6
2
-
4
-
8
*
8
7
-
1
8
mail by a local company
-%
2%
1%
1%
-%
1%
-%
1%
*%
2%
1%
-%
1%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
5
253
452
202
57
412
15
639
177
477
473
63
113
654
Unweighted total
3
238
431
196
54
390
15
612
169
458
443
64
119
627
Weighted total
I send urgent or tracked
-
5
7
-
*
7
-
7
*
7
4
2
1
7
mail by Parcel Force
-%
2%
2%
-%
*%
2%
-%
1%
*%
2%
1%
3%
1%
1%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*
7
11
3
3
8
-
14
3
11
12
-
2
14
None of these
4%
3%
3%
1%
6%
2%
-%
2%
2%
2%
3%
-%
2%
2%
-
-
1
2
-
-
-
3
1
2
2
-
1
3
Don't know
-%
-%
*%
1%
-%
-%
-%
1%
1%
*%
*%
-%
1%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
148
161
168
177
654
Unweighted total
152
158
158
159
627
Weighted total Recorded delivery -
109
105
102
120
437
Signed for
72%
66%
65%
76%
70%
b
Special delivery - Next
89
83
74
88
334
Day (by 1pm)
59%
52%
47%
55%
53%
b 52
43
39
44
177
Royal Mail Tracked
34%
27%
24%
28%
28%
42
31
28
45
146
Special delivery by 9am
28%
19%
18%
29%
23%
b
b
I send urgent or tracked mail by a carrier other than Royal Mail (PLEASE
14
24
25
22
85
SPECIFY)
9%
15%
16%
14%
14%
I send urgent or tracked
12
7
7
9
35
mail by TNT
8%
4%
4%
5%
6%
I send urgent or tracked
6
6
4
10
25
mail by UPS
4%
4%
3%
6%
4%
I send urgent or tracked
3
2
14
-
19
mail by Fedex
2%
1%
9%
-%
3%
acd
I send urgent or tracked
7
4
4
1
15
mail by DHL
5%
2%
3%
*%
2%
a
I send urgent or tracked
7
3
-
-
11
mail by UK Mail
5%
2%
-%
-%
2%
ab
I send urgent or tracked
1
1
4
5
11
mail by Interlink
1%
*%
2%
3%
2%
I send urgent or tracked
*
*
4
4
10
mail by City Link
*%
*%
3%
3%
2%
I send urgent or tracked
-
3
2
3
8
mail by a local company
-%
2%
1%
2%
1%
I send urgent or tracked
2
*
-
5
7
mail by Parcel Force
1%
*%
-%
3%
1%
bc

Columns Tested: a,b,c,d

## Qv6C. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Urgent Mail Or Tracked Mail That Requires Proof Of Delivery? Base: All Those Using Rm Urgent Or Tracked Mail Services

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
148
161
168
177
654
Unweighted total
152
158
158
159
627
Weighted total
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
2
3
2
6
14
None of these
2%
2%
2%
4%
2%
1
2
-
-
3
Don't know
1%
1%
-%
-%
1%
Columns Tested: a,b,c,d

## Qv6D. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Standard Mail? Base: All Those Using Rm Standard Delivery Services Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
934
161
168
197
79
109
122
180
104
110
72
95
63
1460
Unweighted total
1252
58
65
79
81
193
174
243
104
107
103
157
90
1455
Weighted total Standard Stamped Mail
817
34
48
48
53
131
111
150
69
75
74
93
61
947
1st Class
65%
58%
74%
61%
66%
68%
64%
61%
66%
70%
72%
59%
68%
65%
bfjlm
l
l
Standard Stamped Mail
747
37
39
53
50
122
98
134
61
65
58
95
64
876
2nd Class
60%
63%
60%
68%
61%
63%
57%
55%
59%
61%
56%
61%
71%
60%
fgm
f
1st Class large letter
609
20
29
38
34
85
91
118
45
51
57
78
49
696
stamps
49%
35%
44%
47%
41%
44%
52%
49%
43%
48%
56%
50%
55%
48%
l
l
l
l
l
l
l
l
2nd Class large letter
420
20
19
28
30
63
46
84
34
40
31
54
38
486
stamps
34%
35%
29%
35%
36%
33%
26%
35%
32%
37%
30%
35%
43%
33%
gk
416
16
21
26
32
56
57
87
24
40
35
55
29
478
Standard parcels
33%
27%
32%
32%
39%
29%
33%
36%
23%
38%
34%
35%
33%
33%
e
e
e
e
Franked / metered mail
201
12
4
8
13
24
23
60
8
19
17
28
8
226
2nd Class
16%
21%
6%
10%
16%
13%
13%
25%
8%
18%
17%
18%
9%
16%
ejk
aejk
k
k
aeghjkm
ek
k
ek
Franked / metered mail
197
11
5
9
18
20
25
61
10
20
17
20
6
223
1st Class
16%
19%
8%
12%
22%
10%
14%
25%
9%
19%
17%
13%
6%
15%
ak
aehk
aehjk
abeghjkm
ak
1032
45
54
61
68
155
143
214
81
95
95
115
66
1193
NET: 1st class services
82%
78%
84%
77%
83%
80%
82%
88%
78%
89%
92%
74%
74%
82%
b
b
abejl
abejl
abeghjl
m
922
48
44
62
60
144
118
186
70
83
73
118
69
1076
NET: 2nd class services
74%
83%
68%
78%
73%
75%
68%
76%
68%
78%
71%
75%
77%
74%
cegkm
gk
NET: Standard stamped
1047
46
59
68
67
165
149
184
91
88
87
132
84
1220
mail
84%
79%
91%
86%
82%
85%
86%
76%
88%
82%
85%
84%
94%
84%
f
dfilm
f
f
f
dfilm
730
28
33
47
43
102
104
138
57
61
65
98
62
838
NET: Large letter stamps
58%
48%
50%
60%
53%
53%
60%
57%
55%
57%
63%
62%
69%
58%
l
l
l
l
hkl
NET: Franked / metered
236
14
6
10
18
29
29
69
11
24
18
31
8
267
mail
19%
24%
9%
13%
22%
15%
17%
28%
11%
23%
17%
20%
9%
18%
aek
aejk
aek
aeghjkm
aejk
k
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6D. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Standard Mail? Base: All Those Using Rm Standard Delivery Services

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 143                                               | 120       | 288       | 909       | 112    | 1348 | 465   | 995   | 366 | 46   | 42                    | 55         | 223        | 1094            |
| 1460                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 88                                                | 100       | 268       | 998       | 56     | 1399 | 424   | 1031  | 60  | 7    | 7                     | 10         | 35         | 1395            |
| 1455                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Standard Stamped Mail                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 37                                                | 51        | 163       | 696       | 33     | 914  | 261   | 686   | 29  | 3    | 2                     | 4          | 19         | 919             |
| 947                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1st Class                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 42%                                               | 51%       | 61%       | 70%       | 59%    | 65%  | 62%   | 67%   | 48% | 45%  | 30%                   | 42%        | 53%        | 66%             |
| 65%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcdef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Standard Stamped Mail                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 47                                                | 56        | 158       | 614       | 25     | 851  | 286   | 590   | 27  | 3    | 2                     | 4          | 19         | 849             |
| 876                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2nd Class                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 54%                                               | 56%       | 59%       | 62%       | 45%    | 61%  | 67%   | 57%   | 46% | 34%  | 31%                   | 37%        | 53%        | 61%             |
| 60%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cde                                               | bcdef     |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1st Class large letter                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 36                                                | 50        | 146       | 464       | 29     | 667  | 195   | 501   | 22  | 3    | 2                     | 4          | 14         | 673             |
| 696                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| stamps                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 40%                                               | 50%       | 54%       | 46%       | 52%    | 48%  | 46%   | 49%   | 37% | 41%  | 25%                   | 36%        | 39%        | 48%             |
| 48%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                | bdf       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2nd Class large letter                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 31                                                | 42        | 91        | 322       | 14     | 473  | 156   | 330   | 19  | 2    | 2                     | 3          | 12         | 467             |
| 486                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| stamps                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 35%                                               | 42%       | 34%       | 32%       | 24%    | 34%  | 37%   | 32%   | 32% | 28%  | 24%                   | 32%        | 34%        | 34%             |
| 33%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 45                                                | 53        | 105       | 275       | 16     | 461  | 141   | 337   | 26  | 3    | 3                     | 6          | 14         | 452             |
| 478                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Standard parcels                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 51%                                               | 53%       | 39%       | 28%       | 30%    | 33%  | 33%   | 33%   | 43% | 46%  | 42%                   | 58%        | 38%        | 32%             |
| 33%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Franked / metered mail                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 39                                                | 35        | 66        | 86        | 10     | 215  | 61    | 165   | 28  | 3    | 4                     | 6          | 15         | 198             |
| 226                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2nd Class                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 44%                                               | 35%       | 25%       | 9%        | 19%    | 15%  | 14%   | 16%   | 46% | 40%  | 56%                   | 64%        | 41%        | 14%             |
| 16%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| abef                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Franked / metered mail                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 35                                                | 31        | 70        | 87        | 13     | 210  | 52    | 171   | 29  | 4    | 5                     | 6          | 15         | 194             |
| 223                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1st Class                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 40%                                               | 31%       | 26%       | 9%        | 23%    | 15%  | 12%   | 17%   | 49% | 51%  | 69%                   | 57%        | 42%        | 14%             |
| 15%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | b         | a      | a    |       |       |     |      |                       |            |            |                 |
| abf                                               | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 70                                                | 88        | 230       | 806       | 46     | 1147 | 329   | 864   | 52  | 7    | 6                     | 9          | 31         | 1141            |
| 1193                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: 1st class services                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 80%                                               | 88%       | 86%       | 81%       | 83%    | 82%  | 78%   | 84%   | 88% | 92%  | 84%                   | 90%        | 87%        | 82%             |
| 82%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 78                                                | 86        | 214       | 697       | 38     | 1038 | 339   | 737   | 50  | 5    | 5                     | 9          | 30         | 1026            |
| 1076                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: 2nd class services                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 89%                                               | 86%       | 80%       | 70%       | 68%    | 74%  | 80%   | 71%   | 83% | 72%  | 74%                   | 92%        | 85%        | 74%             |
| 74%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| ade                                               | ae        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Standard stamped                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 57                                                | 66        | 197       | 900       | 41     | 1179 | 362   | 858   | 34  | 4    | 3                     | 4          | 23         | 1186            |
| 1220                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| mail                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 64%                                               | 66%       | 74%       | 90%       | 74%    | 84%  | 85%   | 83%   | 57% | 50%  | 40%                   | 45%        | 64%        | 85%             |
| 84%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | d         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                | bcdef     |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 44                                                | 58        | 168       | 568       | 31     | 807  | 248   | 590   | 26  | 3    | 2                     | 4          | 17         | 812             |
| 838                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Large letter stamps                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 50%                                               | 58%       | 63%       | 57%       | 56%    | 58%  | 58%   | 57%   | 43% | 44%  | 30%                   | 40%        | 47%        | 58%             |
| 58%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcdf                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Franked / metered                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 43                                                | 40        | 84        | 100       | 14     | 253  | 67    | 200   | 33  | 4    | 5                     | 7          | 17         | 234             |
| 267                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| mail                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 49%                                               | 41%       | 31%       | 10%       | 25%    | 18%  | 16%   | 19%   | 56% | 57%  | 76%                   | 69%        | 48%        | 17%             |
| 18%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv6D. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Standard Mail? Base: All Those Using Rm Standard Delivery Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
194
190
102
281
38
49
48
82
1243
12
73
115
235
213
291
521
1460
Unweighted total
198
172
108
262
29
41
35
65
1284
8
27
76
205
231
297
611
1455
Weighted total
Standard Stamped Mail
116
96
69
143
8
20
14
30
876
3
8
30
98
143
198
467
947
1st Class
59%
56%
63%
55%
26%
48%
39%
46%
68%
41%
31%
39%
48%
62%
67%
76%
65%
e
e
bcde
f
def
def
bcdef
Standard Stamped Mail
116
113
72
157
11
24
15
38
788
7
9
30
109
159
198
364
876
2nd Class
59%
66%
67%
60%
39%
57%
42%
58%
61%
88%
35%
40%
53%
69%
67%
59%
60%
e
ce
ef
adef
adef
ef
1st Class large letter
90
87
60
117
9
18
12
29
627
2
9
28
90
112
165
291
696
stamps
45%
51%
56%
45%
32%
44%
35%
44%
49%
20%
32%
37%
44%
48%
56%
48%
48%
e
ef
adef
ef
2nd Class large letter
68
80
49
100
7
19
10
31
419
5
7
21
76
87
107
183
486
stamps
35%
46%
45%
38%
24%
46%
29%
48%
33%
65%
27%
27%
37%
38%
36%
30%
33%
b
e
ace
a
76
81
41
116
18
28
18
38
376
2
13
39
77
83
101
163
478
Standard parcels
38%
47%
38%
44%
62%
69%
51%
58%
29%
21%
48%
51%
38%
36%
34%
27%
33%
a
a
a
a
ab
abcd
a
a
a
Franked / metered mail
48
45
22
72
18
15
15
18
160
3
16
39
72
42
39
14
226
2nd Class
24%
26%
20%
27%
64%
35%
42%
27%
12%
36%
61%
51%
35%
18%
13%
2%
16%
abd
a
a
a
abcd
abcd
abc
a
a
Franked / metered mail
46
39
19
66
10
14
17
14
168
3
15
33
75
44
36
18
223
1st Class
23%
23%
17%
25%
34%
35%
48%
22%
13%
36%
55%
43%
37%
19%
12%
3%
15%
a
a
ab
a
abcd
abc
abc
ab
a
170
138
97
211
19
35
30
47
1062
4
23
62
169
182
244
508
1193
NET: 1st class services
86%
80%
90%
81%
66%
84%
86%
73%
83%
53%
85%
82%
82%
79%
82%
83%
82%
a
e
be
162
150
94
218
26
38
31
55
926
8
25
67
173
191
231
381
1076
NET: 2nd class services
82%
87%
87%
83%
88%
93%
89%
84%
72%
100%
91%
88%
85%
83%
78%
62%
74%
a
a
a
a
ab
ab
ab
a
a
NET: Standard stamped
150
130
88
192
14
26
18
46
1116
7
10
38
135
188
262
581
1220
mail
76%
75%
81%
73%
49%
63%
51%
70%
87%
88%
37%
50%
66%
81%
88%
95%
84%
ce
bcde
ef
def
cdef
bcdef
104
114
69
149
12
20
18
42
746
5
10
34
111
141
191
347
838
NET: Large letter stamps
53%
66%
63%
57%
41%
49%
51%
64%
58%
65%
35%
44%
54%
61%
64%
57%
58%
b
e
e
f
ef
adef
ef
NET: Franked / metered
56
50
24
82
19
17
19
21
192
3
18
43
86
52
43
22
267
mail
28%
29%
22%
31%
65%
41%
54%
32%
15%
36%
65%
56%
42%
23%
15%
4%
18%
abd
a
ab
a
abcd
abcd
abc
ab
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6D. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Standard Mail? Base: All Those Using Rm Standard Delivery Services

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
288
1460
649
1189
430
716
1451
926
1433
492
280
683
1460
Unweighted total
1076
1193
227
1455
608
1192
362
668
1444
872
1423
471
264
712
1455
Weighted total Standard Stamped Mail
617
947
126
947
411
782
202
417
943
567
930
281
174
485
947
1st Class
57%
79%
56%
65%
68%
66%
56%
63%
65%
65%
65%
60%
66%
68%
65%
b
c
c
e
e
e
e
e
c
Standard Stamped Mail
876
648
125
876
365
721
214
388
869
524
863
277
168
426
876
2nd Class
81%
54%
55%
60%
60%
60%
59%
58%
60%
60%
61%
59%
64%
60%
60%
a
1st Class large letter
488
696
111
696
363
581
171
353
692
562
671
242
144
305
696
stamps
45%
58%
49%
48%
60%
49%
47%
53%
48%
64%
47%
51%
55%
43%
48%
b
bc
ac
acdef
a
a
2nd Class large letter
486
388
96
486
233
410
117
268
482
386
475
174
98
210
486
stamps
45%
33%
42%
33%
38%
34%
32%
40%
33%
44%
33%
37%
37%
29%
33%
a
b
b
acef
acef
a
a
378
420
105
478
265
397
163
351
472
346
469
175
98
201
478
Standard parcels
35%
35%
46%
33%
44%
33%
45%
52%
33%
40%
33%
37%
37%
28%
33%
b
b
acf
abcef
acf
a
a
Franked / metered mail
226
189
66
226
115
198
110
150
224
194
224
108
41
77
226
2nd Class
21%
16%
29%
16%
19%
17%
30%
23%
15%
22%
16%
23%
16%
11%
16%
a
ab
abcdf
acf
acf
ab
a
Franked / metered mail
185
223
67
223
104
198
105
141
223
198
223
101
50
72
223
1st Class
17%
19%
30%
15%
17%
17%
29%
21%
15%
23%
16%
21%
19%
10%
15%
ab
abcdf
acf
acf
a
a
815
1193
200
1193
535
998
303
570
1189
780
1168
387
226
574
1193
NET: 1st class services
76%
100%
88%
82%
88%
84%
84%
85%
82%
90%
82%
82%
85%
81%
82%
b
b
b
acdef
1076
815
186
1076
468
899
306
526
1067
689
1060
369
205
497
1076
NET: 2nd class services
100%
68%
82%
74%
77%
75%
85%
79%
74%
79%
74%
78%
78%
70%
74%
a
b
abcdf
ac
ac
a
a
NET: Standard stamped
890
993
155
1220
495
985
259
517
1213
675
1200
365
218
629
1220
mail
83%
83%
68%
84%
81%
83%
71%
77%
84%
77%
84%
78%
83%
88%
84%
c
c
bde
e
bde
e
bde
bc
630
739
136
838
417
699
200
431
832
660
811
290
171
372
838
NET: Large letter stamps
59%
62%
60%
58%
69%
59%
55%
65%
58%
76%
57%
62%
65%
52%
58%
bc
acef
acdef
a
a
NET: Franked / metered
229
230
79
267
128
235
124
174
265
228
265
124
55
89
267
mail
21%
19%
35%
18%
21%
20%
34%
26%
18%
26%
19%
26%
21%
12%
18%
ab
abcdf
acf
acf
a
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv6D. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Standard Mail? Base: All Those Using Rm Standard Delivery Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1088
225
145
384
1436
857
-
1454
1133
1442
1271
1438
1178
30
263
1460
Unweighted total
1097
220
135
337
1430
824
-
1446
1103
1430
1234
1426
1187
29
247
1455
Weighted total
Standard Stamped Mail
742
123
79
205
932
540
-
943
719
930
819
927
794
23
139
947
1st Class
68%
56%
59%
61%
65%
65%
-%
65%
65%
65%
66%
65%
67%
77%
56%
65%
ab
a
a
Standard Stamped Mail
653
152
71
200
859
512
-
872
660
859
728
857
662
17
203
876
2nd Class
60%
69%
52%
59%
60%
62%
-%
60%
60%
60%
59%
60%
56%
57%
82%
60%
ac
bc
1st Class large letter
544
94
56
165
690
452
-
696
552
689
634
686
565
13
123
696
stamps
50%
43%
41%
49%
48%
55%
-%
48%
50%
48%
51%
48%
48%
46%
50%
48%
b
2nd Class large letter
373
69
44
130
476
297
-
486
384
480
428
479
354
12
126
486
stamps
34%
31%
32%
39%
33%
36%
-%
34%
35%
34%
35%
34%
30%
41%
51%
33%
c
340
66
72
145
475
328
-
478
428
475
438
474
371
16
99
478
Standard parcels
31%
30%
53%
43%
33%
40%
-%
33%
39%
33%
36%
33%
31%
55%
40%
33%
bc
b
b
ace
c
c
Franked / metered mail
154
36
35
76
225
129
-
224
184
224
210
222
180
7
43
226
2nd Class
14%
17%
26%
23%
16%
16%
-%
15%
17%
16%
17%
16%
15%
23%
17%
16%
bc
ab
Franked / metered mail
151
42
31
75
223
135
-
223
177
223
213
222
184
9
34
223
1st Class
14%
19%
23%
22%
16%
16%
-%
15%
16%
16%
17%
16%
15%
31%
14%
15%
c
c
ab
ac
917
166
108
285
1178
697
-
1189
914
1176
1048
1171
987
27
188
1193
NET: 1st class services
84%
75%
80%
85%
82%
85%
-%
82%
83%
82%
85%
82%
83%
94%
76%
82%
b
a
a
793
182
100
265
1058
629
-
1070
826
1057
917
1053
820
20
242
1076
NET: 2nd class services
72%
83%
74%
79%
74%
76%
-%
74%
75%
74%
74%
74%
69%
70%
98%
74%
ac
bc
NET: Standard stamped
932
184
102
260
1196
688
-
1214
913
1198
1012
1195
995
24
208
1220
mail
85%
84%
75%
77%
84%
83%
-%
84%
83%
84%
82%
84%
84%
84%
84%
84%
a
c
c
654
116
66
207
827
524
-
838
665
831
751
828
668
18
159
838
NET: Large letter stamps
60%
53%
49%
61%
58%
64%
-%
58%
60%
58%
61%
58%
56%
61%
64%
58%
ab
b
c
NET: Franked / metered
182
43
41
88
266
155
-
265
216
265
248
263
219
9
43
267
mail
17%
20%
31%
26%
19%
19%
-%
18%
20%
19%
20%
18%
18%
31%
17%
18%
bc
ab
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6D. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Standard Mail? Base: All Those Using Rm Standard Delivery Services

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
340
1092
368
113
983
92
1368
450
1010
1188
95
162
1460
Unweighted total
7
328
1087
368
113
956
93
1362
459
996
1174
96
175
1455
Weighted total Standard Stamped Mail
5
191
715
232
80
627
62
885
286
661
779
53
111
947
1st Class
75%
58%
66%
63%
70%
66%
67%
65%
62%
66%
66%
55%
63%
65%
b
Standard Stamped Mail
5
209
636
240
78
573
56
820
280
596
723
54
93
876
2nd Class
74%
64%
58%
65%
69%
60%
61%
60%
61%
60%
62%
57%
53%
60%
b
a
1st Class large letter
5
162
502
194
61
435
36
659
195
501
567
52
73
696
stamps
69%
49%
46%
53%
54%
46%
39%
48%
42%
50%
48%
54%
42%
48%
b
b
2nd Class large letter
3
134
351
136
41
312
19
467
130
357
386
34
65
486
stamps
42%
41%
32%
37%
36%
33%
21%
34%
28%
36%
33%
35%
37%
33%
b
b
4
133
340
138
38
314
18
460
133
345
349
48
77
478
Standard parcels
59%
41%
31%
37%
33%
33%
19%
34%
29%
35%
30%
50%
44%
33%
b
b
b
c
c
Franked / metered mail
2
76
159
66
7
150
5
221
57
168
154
25
44
226
2nd Class
25%
23%
15%
18%
6%
16%
5%
16%
13%
17%
13%
26%
25%
16%
b
b
b
c
c
Franked / metered mail
*
69
163
60
9
154
5
218
57
167
159
18
42
223
1st Class
3%
21%
15%
16%
8%
16%
5%
16%
12%
17%
14%
18%
24%
15%
b
b
b
c
5
270
893
301
94
783
71
1122
353
841
958
78
151
1193
NET: 1st class services
78%
82%
82%
82%
83%
82%
77%
82%
77%
84%
82%
81%
86%
82%
b
7
273
783
293
87
703
61
1014
338
738
856
76
138
1076
NET: 2nd class services
98%
83%
72%
80%
76%
74%
66%
74%
74%
74%
73%
80%
79%
74%
b
NET: Standard stamped
5
256
912
308
107
801
85
1136
391
829
1008
76
130
1220
mail
75%
78%
84%
84%
94%
84%
91%
83%
85%
83%
86%
79%
74%
84%
a
a
a
5
199
609
229
71
537
40
798
236
602
678
59
98
838
NET: Large letter stamps
69%
61%
56%
62%
62%
56%
43%
59%
51%
60%
58%
61%
56%
58%
b
b
b
NET: Franked / metered
2
87
192
75
9
179
5
262
73
194
185
26
52
267
mail
25%
26%
18%
20%
8%
19%
5%
19%
16%
19%
16%
27%
30%
18%
b
b
c
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv6D. Which, If Any, Of The Following Royal Mail Services Does Your Organisation Use To Send Your Standard Mail? Base: All Those Using Rm Standard Delivery Services

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
334
363
379
384
1460
Unweighted total
342
367
376
369
1455
Weighted total Standard Stamped Mail
232
217
234
265
947
1st Class
68%
59%
62%
72%
65%
c
bc
Standard Stamped Mail
188
209
251
228
876
2nd Class
55%
57%
67%
62%
60%
cd
1st Class large letter
158
160
173
205
696
stamps
46%
44%
46%
56%
48%
bcd
2nd Class large letter
105
101
131
150
486
stamps
31%
28%
35%
41%
33%
c
cd
104
60
157
157
478
Standard parcels
30%
16%
42%
42%
33%
c
cd
cd
Franked / metered mail
38
52
70
66
226
2nd Class
11%
14%
19%
18%
16%
d
d
Franked / metered mail
39
55
70
59
223
1st Class
11%
15%
19%
16%
15%
d
281
292
304
317
1193
NET: 1st class services
82%
80%
81%
86%
82%
c
228
259
307
282
1076
NET: 2nd class services
67%
71%
82%
76%
74%
cd
d
NET: Standard stamped
297
296
312
315
1220
mail
87%
81%
83%
85%
84%
c
193
193
207
244
838
NET: Large letter stamps
56%
53%
55%
66%
58%
bcd
NET: Franked / metered
45
64
86
73
267
mail
13%
17%
23%
20%
18%
d
d
Columns Tested: a,b,c,d

## Qv6E. Why Does Your Organisation Choose To Send Items By First Class Delivery? Base: All Those Using 1St Class Services Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
783
124
145
156
66
89
101
158
85
98
64
73
49
1208
Unweighted total
1032
45
54
61
68
155
143
214
81
95
95
115
66
1193
Weighted total
838
41
43
52
52
124
117
184
64
78
77
90
52
973
Speed of delivery
81%
89%
78%
85%
77%
80%
82%
86%
78%
82%
81%
78%
78%
82%
beikm
151
6
8
8
10
19
26
31
19
10
13
16
7
173
Reliability of service
15%
14%
14%
13%
14%
12%
18%
15%
23%
10%
13%
14%
11%
14%
djm
Always have done / haven't thought to
62
2
4
4
3
15
7
6
4
4
11
9
4
72
change
6%
4%
8%
6%
4%
10%
5%
3%
5%
5%
11%
8%
5%
6%
f
f
fl
Better service for our
43
3
2
4
4
6
6
13
4
*
2
2
6
52
customers / clients
4%
6%
3%
7%
6%
4%
4%
6%
5%
*%
2%
2%
9%
4%
d
d
d
d
d
d
Image - not wanting to be seen as using a cheap
37
*
1
1
5
-
9
13
-
*
-
4
5
39
service
4%
1%
1%
2%
8%
-%
6%
6%
-%
*%
-%
4%
8%
3%
cdehkl
cdehkl
cdehkl
cdehkl
24
1
*
*
4
2
4
2
*
4
2
2
4
25
Next day delivery
2%
1%
1%
1%
6%
2%
3%
1%
*%
4%
2%
2%
5%
2%
efjk
ej
Higher importance /
18
*
2
2
1
-
2
7
-
4
2
1
*
21
important
2%
1%
3%
3%
2%
-%
1%
3%
-%
4%
2%
1%
*%
2%
h
Little cost difference
16
*
2
*
3
-
2
4
4
1
-
2
*
18
with second class stamps
2%
*%
4%
1%
4%
-%
1%
2%
5%
1%
-%
2%
*%
2%
l
hjlm
Looks more professional / looks better to clients to send 1st
7
-
*
-
-
-
-
2
-
-
6
-
-
8
class
1%
-%
*%
-%
-%
-%
-%
1%
-%
-%
6%
-%
-%
1%
bdefghi
jklm
Cost - cheaper than the
2
-
-
-
-
-
-
2
-
-
-
1
-
2
competition / courier
*%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
1%
-%
*%
8
-
*
-
-
-
-
2
1
1
-
2
2
8
No particular reason
1%
-%
*%
-%
-%
-%
-%
1%
2%
1%
-%
2%
3%
1%
j
34
*
1
1
*
7
6
4
4
4
2
2
6
37
Other
3%
1%
1%
2%
*%
5%
4%
2%
5%
4%
2%
2%
9%
3%
fijkl
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6E. Why Does Your Organisation Choose To Send Items By First Class Delivery? Base: All Those Using 1St Class Services

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 121                                               | 105       | 244       | 738       | 98     | 1110 | 357   | 851   | 318 | 43   | 37                    | 49         | 189        | 890             |
| 1208                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 70                                                | 88        | 230       | 806       | 46     | 1147 | 329   | 864   | 52  | 7    | 6                     | 9          | 31         | 1141            |
| 1193                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 67                                                | 67        | 194       | 645       | 32     | 941  | 276   | 698   | 42  | 5    | 5                     | 7          | 25         | 931             |
| 973                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Speed of delivery                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95%                                               | 76%       | 85%       | 80%       | 70%    | 82%  | 84%   | 81%   | 81% | 73%  | 85%                   | 82%        | 81%        | 82%             |
| 82%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10                                                | 14        | 37        | 111       | 16     | 156  | 33    | 140   | 6   | 1    | 1                     | 2          | 3          | 166             |
| 173                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Reliability of service                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14%                                               | 16%       | 16%       | 14%       | 35%    | 14%  | 10%   | 16%   | 12% | 8%   | 15%                   | 19%        | 11%        | 15%             |
| 14%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Always have done /                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| haven't thought to                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 4         | 8         | 58        | 4      | 68   | 14    | 58    | 2   | 1    | *                     | *          | 1          | 70              |
| 72                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| change                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                                                | 5%        | 3%        | 7%        | 9%     | 6%   | 4%    | 7%    | 5%  | 11%  | 4%                    | 4%         | 3%         | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Better service for our                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 8         | 9         | 31        | 4      | 48   | 9     | 42    | 2   | *    | *                     | -          | 2          | 49              |
| 52                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| customers / clients                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 9%        | 4%        | 4%        | 8%     | 4%   | 3%    | 5%    | 5%  | 4%   | 4%                    | -%         | 6%         | 4%              |
| 4%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Image - not wanting to                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| be seen as using a cheap                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | 8         | 29        | -      | 39   | 10    | 30    | 1   | -    | *                     | *          | *          | 39              |
| 39                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| service                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | 3%        | 3%        | 4%        | -%     | 3%   | 3%    | 3%    | 1%  | -%   | 3%                    | 4%         | *%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | b         |           |        |      |       |       |     |      |                       |            |            |                 |
| bf                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 6         | 17        | *      | 25   | 12    | 13    | 1   | *    | *                     | *          | *          | 24              |
| 25                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Next day delivery                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 2%        | 2%        | 2%        | *%     | 2%   | 4%    | 2%    | 2%  | 2%   | 2%                    | 4%         | 1%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Higher importance /                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 1         | 18        | *      | 21   | 11    | 10    | 2   | *    | -                     | 1          | 1          | 19              |
| 21                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| important                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 2%        | 1%        | 2%        | 1%     | 2%   | 3%    | 1%    | 4%  | 6%   | -%                    | 6%         | 4%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| Little cost difference                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 1         | 16        | -      | 18   | 6     | 12    | 1   | -    | -                     | *          | 1          | 18              |
| 18                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| with second class stamps                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 1%        | 1%        | 2%        | -%     | 2%   | 2%    | 1%    | 1%  | -%   | -%                    | 2%         | 2%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Looks more professional                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| / looks better to                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| clients to send 1st                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | 7         | -      | 8    | *     | 7     | *   | -    | *                     | *          | *          | 7               |
| 8                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| class                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | 1%        | -%     | 1%   | *%    | 1%    | 1%  | -%   | 2%                    | 2%         | *%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Cost - cheaper than the                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | -         | 2         | -      | 2    | *     | 2     | 1   | -    | -                     | -          | 1          | 2               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| competition / courier                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | -%        | *%        | -%     | *%   | *%    | *%    | 1%  | -%   | -%                    | -%         | 2%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | -         | 7         | *      | 8    | 4     | 4     | *   | -    | *                     | -          | -          | 8               |
| 8                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| No particular reason                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | 2%        | -%        | 1%        | *%     | 1%   | 1%    | 1%    | *%  | -%   | 2%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 5         | 7         | 22        | 1      | 36   | 7     | 29    | 2   | 1    | *                     | *          | 2          | 34              |
| 37                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 6%        | 3%        | 3%        | 2%     | 3%   | 2%    | 3%    | 5%  | 8%   | 3%                    | 1%         | 5%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k   | £1k   |
|-------|-------|
| abc   |       |
| b     |       |
| a     | b     |
| ab    |       |
| a     |       |
| b     |       |

## Qv6E. Why Does Your Organisation Choose To Send Items By First Class Delivery? Base: All Those Using 1St Class Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
171
162
90
242
28
43
41
66
1030
9
60
93
198
175
239
434
1208
Unweighted total
170
138
97
211
19
35
30
47
1062
4
23
62
169
182
244
508
1193
Weighted total
135
114
82
167
18
31
22
35
866
4
19
54
152
153
192
399
973
Speed of delivery
80%
82%
84%
79%
97%
91%
73%
75%
82%
97%
85%
86%
90%
84%
79%
78%
82%
bc
ab
24
32
13
43
2
6
8
13
143
*
3
10
24
23
35
77
173
Reliability of service
14%
23%
14%
20%
9%
16%
28%
28%
14%
3%
11%
16%
14%
13%
14%
15%
14%
b
a
a
Always have done / haven't thought to
5
10
3
12
2
*
1
1
68
-
2
2
2
8
15
43
72
change
3%
7%
3%
6%
12%
1%
2%
3%
6%
-%
10%
4%
1%
4%
6%
8%
6%
d
d
d
d
Better service for our
9
6
5
10
1
4
3
3
41
-
1
3
13
6
8
21
52
customers / clients
5%
4%
5%
5%
4%
13%
9%
6%
4%
-%
3%
5%
8%
3%
3%
4%
4%
a
bc
Image - not wanting to be seen as using a cheap
4
2
2
4
-
2
-
4
33
-
-
4
6
6
5
19
39
service
2%
2%
2%
2%
-%
5%
-%
9%
3%
-%
-%
6%
4%
3%
2%
4%
3%
a
4
6
2
8
-
*
-
2
23
-
*
-
3
6
9
7
25
Next day delivery
2%
5%
2%
4%
-%
*%
-%
4%
2%
-%
*%
-%
2%
3%
4%
1%
2%
Higher importance /
4
1
*
5
-
-
-
*
21
*
*
1
3
4
8
5
21
important
2%
1%
*%
2%
-%
-%
-%
1%
2%
5%
1%
1%
2%
2%
3%
1%
2%
a
Little cost difference
3
3
1
5
*
*
-
-
18
-
-
-
1
7
1
10
18
with second class stamps
2%
2%
1%
3%
1%
1%
-%
-%
2%
-%
-%
-%
*%
4%
*%
2%
2%
bd
Looks more professional / looks better to clients to send 1st
-
2
-
2
-
-
-
-
8
-
-
-
*
2
2
4
8
class
-%
1%
-%
1%
-%
-%
-%
-%
1%
-%
-%
-%
*%
1%
1%
1%
1%
Cost - cheaper than the
1
-
*
*
-
*
-
-
2
-
*
-
-
*
-
2
2
competition / courier
*%
-%
*%
*%
-%
1%
-%
-%
*%
-%
1%
-%
-%
*%
-%
*%
*%
2
-
-
2
-
2
-
-
7
-
-
2
-
-
3
4
8
No particular reason
1%
-%
-%
1%
-%
5%
-%
-%
1%
-%
-%
3%
-%
-%
1%
1%
1%
a
cd
4
5
3
7
1
*
2
*
33
-
4
*
2
5
7
18
37
Other
2%
4%
3%
3%
8%
*%
6%
*%
3%
-%
15%
1%
1%
3%
3%
4%
3%
abcde
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6E. Why Does Your Organisation Choose To Send Items By First Class Delivery? Base: All Those Using 1St Class Services

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
857
1208
255
1208
580
1000
364
624
1204
830
1186
415
233
556
1208
Unweighted total
815
1193
200
1193
535
998
303
570
1189
780
1168
387
226
574
1193
Weighted total
687
973
177
973
442
819
265
471
969
655
948
316
187
463
973
Speed of delivery
84%
82%
88%
82%
82%
82%
87%
83%
82%
84%
81%
82%
83%
81%
82%
ab
acdf
103
173
25
173
93
139
61
101
173
120
171
66
34
71
173
Reliability of service
13%
14%
13%
14%
17%
14%
20%
18%
15%
15%
15%
17%
15%
12%
14%
abcf
f
a
Always have done / haven't thought to
27
72
8
72
22
56
7
24
72
36
72
22
4
46
72
change
3%
6%
4%
6%
4%
6%
2%
4%
6%
5%
6%
6%
2%
8%
6%
b
e
e
e
b
b
Better service for our
33
52
5
52
24
49
12
26
52
41
52
26
11
15
52
customers / clients
4%
4%
3%
4%
4%
5%
4%
5%
4%
5%
4%
7%
5%
3%
4%
a
Image - not wanting to be seen as using a cheap
19
39
7
39
13
37
9
14
39
23
39
10
8
22
39
service
2%
3%
3%
3%
2%
4%
3%
3%
3%
3%
3%
2%
4%
4%
3%
21
25
7
25
18
21
4
13
25
18
25
7
6
12
25
Next day delivery
3%
2%
3%
2%
3%
2%
1%
2%
2%
2%
2%
2%
3%
2%
2%
Higher importance /
21
21
2
21
8
19
8
9
21
14
21
11
2
8
21
important
3%
2%
1%
2%
1%
2%
3%
2%
2%
2%
2%
3%
1%
1%
2%
Little cost difference
4
18
2
18
9
11
1
11
18
10
17
4
-
14
18
with second class stamps
1%
2%
1%
2%
2%
1%
*%
2%
2%
1%
1%
1%
-%
2%
2%
b
e
b
Looks more professional / looks better to clients to send 1st
4
8
*
8
2
6
*
*
8
2
8
2
*
5
8
class
*%
1%
*%
1%
*%
1%
*%
*%
1%
*%
1%
1%
*%
1%
1%
Cost - cheaper than the
2
2
2
2
2
2
1
2
2
2
2
*
2
*
2
competition / courier
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
*%
1%
*%
*%
b
4
8
-
8
2
7
2
6
8
5
8
2
4
3
8
No particular reason
*%
1%
-%
1%
*%
1%
1%
1%
1%
1%
1%
1%
2%
*%
1%
21
37
5
37
15
30
4
19
37
19
37
8
7
22
37
Other
3%
3%
3%
3%
3%
3%
1%
3%
3%
2%
3%
2%
3%
4%
3%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv6E. Why Does Your Organisation Choose To Send Items By First Class Delivery? Base: All Those Using 1St Class Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
919
168
119
323
1193
734
-
1204
945
1196
1079
1192
988
29
202
1208
Unweighted total
917
166
108
285
1178
697
-
1189
914
1176
1048
1171
987
27
188
1193
Weighted total
749
145
77
246
958
577
-
969
744
956
860
953
793
24
165
973
Speed of delivery
82%
87%
71%
87%
81%
83%
-%
81%
81%
81%
82%
81%
80%
87%
88%
82%
a
a
b
c
134
21
17
33
172
97
-
172
142
173
154
173
143
8
22
173
Reliability of service
15%
13%
15%
12%
15%
14%
-%
14%
15%
15%
15%
15%
15%
30%
12%
14%
Always have done / haven't thought to
58
4
10
16
71
41
-
72
54
72
58
72
70
1
1
72
change
6%
3%
9%
5%
6%
6%
-%
6%
6%
6%
6%
6%
7%
5%
*%
6%
b
a
Better service for our
29
12
10
12
50
30
-
52
40
50
46
48
45
6
1
52
customers / clients
3%
7%
10%
4%
4%
4%
-%
4%
4%
4%
4%
4%
5%
22%
1%
4%
c
c
a
Image - not wanting to be seen as using a cheap
26
6
8
10
39
23
-
39
29
39
34
39
34
2
4
39
service
3%
3%
7%
3%
3%
3%
-%
3%
3%
3%
3%
3%
3%
7%
2%
3%
c
19
4
2
11
25
23
-
25
24
25
25
25
21
-
4
25
Next day delivery
2%
2%
2%
4%
2%
3%
-%
2%
3%
2%
2%
2%
2%
-%
2%
2%
Higher importance /
18
3
1
2
21
14
-
21
20
21
19
21
17
-
4
21
important
2%
2%
1%
1%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%
Little cost difference
15
-
3
4
18
11
-
18
14
18
16
18
17
-
1
18
with second class stamps
2%
-%
3%
1%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
1%
2%
b
Looks more professional / looks better to clients to send 1st
7
-
*
2
8
4
-
8
8
8
6
8
7
-
*
8
class
1%
-%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
*%
1%
Cost - cheaper than the
*
2
*
2
2
2
-
2
2
2
2
2
2
-
-
2
competition / courier
*%
1%
*%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
c
7
2
-
-
8
5
-
8
8
8
7
8
8
-
-
8
No particular reason
1%
1%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
21
5
10
7
37
14
-
37
26
37
31
37
33
1
4
37
Other
2%
3%
9%
2%
3%
2%
-%
3%
3%
3%
3%
3%
3%
5%
2%
3%
bc
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6E. Why Does Your Organisation Choose To Send Items By First Class Delivery? Base: All Those Using 1St Class Services

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
6
294
905
303
93
816
73
1135
355
853
977
80
139
1208
Unweighted total
5
270
893
301
94
783
71
1122
353
841
958
78
151
1193
Weighted total
3
218
738
235
77
631
58
915
284
689
783
64
122
973
Speed of delivery
50%
81%
83%
78%
81%
81%
82%
82%
80%
82%
82%
82%
81%
82%
2
40
132
41
13
105
8
164
52
121
133
10
28
173
Reliability of service
35%
15%
15%
13%
14%
13%
12%
15%
15%
14%
14%
13%
18%
14%
Always have done / haven't thought to
3
10
50
22
2
52
5
67
24
48
60
6
6
72
change
50%
4%
6%
7%
2%
7%
7%
6%
7%
6%
6%
8%
4%
6%
Better service for our
*
11
36
16
5
42
4
48
16
36
39
6
5
52
customers / clients
9%
4%
4%
5%
6%
5%
5%
4%
5%
4%
4%
8%
3%
4%
Image - not wanting to be seen as using a cheap
-
4
25
14
5
29
1
38
4
35
35
2
2
39
service
-%
2%
3%
5%
6%
4%
2%
3%
1%
4%
4%
3%
1%
3%
b
-
10
16
9
1
18
*
25
2
23
20
2
4
25
Next day delivery
-%
4%
2%
3%
1%
2%
*%
2%
1%
3%
2%
2%
2%
2%
b
Higher importance /
-
5
15
6
2
17
*
21
3
18
18
-
3
21
important
-%
2%
2%
2%
2%
2%
1%
2%
1%
2%
2%
-%
2%
2%
Little cost difference
*
5
11
8
1
13
1
17
9
9
15
-
4
18
with second class stamps
9%
2%
1%
3%
1%
2%
2%
2%
3%
1%
2%
-%
2%
2%
Looks more professional / looks better to clients to send 1st
-
-
4
4
*
6
-
8
4
4
5
*
2
8
class
-%
-%
*%
1%
*%
1%
-%
1%
1%
*%
1%
*%
1%
1%
Cost - cheaper than the
-
1
-
2
*
*
-
2
*
2
2
-
*
2
competition / courier
-%
*%
-%
1%
*%
*%
-%
*%
*%
*%
*%
-%
*%
*%
b
-
2
7
2
-
5
3
5
3
5
5
2
2
8
No particular reason
-%
1%
1%
1%
-%
1%
5%
*%
1%
1%
1%
2%
1%
1%
a
-
8
29
8
7
22
3
34
10
27
27
4
5
37
Other
-%
3%
3%
3%
8%
3%
4%
3%
3%
3%
3%
6%
3%
3%
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv6E. Why Does Your Organisation Choose To Send Items By First Class Delivery? Base: All Those Using 1St Class Services

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
271
290
313
334
1208
Unweighted total
281
292
304
317
1193
Weighted total
220
256
243
254
973
Speed of delivery
78%
88%
80%
80%
82%
abd
28
33
52
59
173
Reliability of service
10%
11%
17%
19%
14%
cd
cd
Always have done / haven't thought to
20
19
19
14
72
change
7%
7%
6%
5%
6%
Better service for our
15
14
9
13
52
customers / clients
5%
5%
3%
4%
4%
Image - not wanting to be seen as using a cheap
8
4
9
19
39
service
3%
1%
3%
6%
3%
c
3
-
4
18
25
Next day delivery
1%
-%
1%
6%
2%
c
bcd
Higher importance /
5
2
11
4
21
important
2%
1%
3%
1%
2%
c
Little cost difference
4
6
6
3
18
with second class stamps
1%
2%
2%
1%
2%
Looks more professional / looks better to clients to send 1st
2
2
2
2
8
class
1%
1%
1%
1%
1%
Cost - cheaper than the
-
2
-
-
2
competition / courier
-%
1%
-%
-%
*%
-
1
5
2
8
No particular reason
-%
*%
2%
1%
1%
d
13
8
6
9
37
Other
5%
3%
2%
3%
3%
Columns Tested: a,b,c,d

## Qv6F. Why Does Your Organisation Choose To Send Items By Second Class Delivery? Base: All Those Using 2Nd Class Services Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
701
136
116
154
58
85
87
137
74
88
50
75
47
1107
Unweighted total
922
48
44
62
60
144
118
186
70
83
73
118
69
1076
Weighted total
564
31
24
34
34
94
64
115
40
53
54
70
39
653
No urgency
61%
63%
55%
55%
57%
65%
54%
62%
57%
64%
75%
59%
56%
61%
egjk
460
23
20
33
37
63
77
90
36
42
22
65
29
536
Cost
50%
47%
45%
54%
62%
43%
65%
48%
51%
50%
30%
55%
42%
50%
c
c
c
achk
acdfhklm
c
c
c
c
Very little difference between 1st and 2nd
21
1
*
3
1
2
-
4
3
1
*
3
7
25
class delivery times
2%
2%
1%
5%
2%
1%
-%
2%
4%
2%
*%
2%
10%
2%
g
cdfghkl
m
Always have done / haven't thought to
15
1
2
1
-
2
2
*
3
-
2
2
4
20
change
2%
3%
4%
2%
-%
2%
2%
*%
4%
-%
3%
2%
5%
2%
df
f
df
Value for money for our
15
1
*
2
-
-
2
7
1
-
2
2
-
17
clients
2%
2%
*%
3%
-%
-%
2%
4%
2%
-%
2%
2%
-%
2%
11
*
1
1
3
2
-
2
1
*
*
1
2
13
Reliability of service
1%
*%
2%
1%
4%
2%
-%
1%
2%
*%
*%
1%
3%
1%
24
1
1
2
1
2
2
7
-
5
2
*
4
27
Other (PLEASE SPECIFY)
3%
1%
3%
3%
2%
2%
2%
4%
-%
6%
3%
*%
5%
3%
bel
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv6F. Why Does Your Organisation Choose To Send Items By Second Class Delivery? Base: All Those Using 2Nd Class Services

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 125                                               | 104       | 228       | 650       | 76     | 1031 | 374   | 733   | 297 | 31   | 30                    | 50         | 186        | 810             |
| 1107                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 78                                                | 86        | 214       | 697       | 38     | 1038 | 339   | 737   | 50  | 5    | 5                     | 9          | 30         | 1026            |
| 1076                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 37                                                | 48        | 137       | 430       | 22     | 631  | 195   | 457   | 31  | 3    | 2                     | 6          | 19         | 622             |
| 653                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| No urgency                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 47%                                               | 56%       | 64%       | 62%       | 58%    | 61%  | 58%   | 62%   | 62% | 58%  | 44%                   | 64%        | 65%        | 61%             |
| 61%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d         |           |        |      |       |       |     |      |                       |            |            |                 |
| 50                                                | 45        | 104       | 337       | 17     | 520  | 171   | 365   | 23  | 2    | 4                     | 4          | 13         | 513             |
| 536                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Cost                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 64%                                               | 52%       | 49%       | 48%       | 44%    | 50%  | 51%   | 50%   | 46% | 43%  | 70%                   | 43%        | 44%        | 50%             |
| 50%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | abcef     |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very little difference                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| between 1st and 2nd                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | 1         | 9         | 15        | *      | 25   | 10    | 16    | 1   | *    | -                     | *          | *          | 25              |
| 25                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| class delivery times                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | 1%        | 4%        | 2%        | 1%     | 2%   | 3%    | 2%    | 2%  | 6%   | -%                    | 4%         | *%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Always have done /                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| haven't thought to                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 2         | 15        | *      | 19   | 8     | 12    | 2   | *    | -                     | *          | 1          | 18              |
| 20                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| change                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 1%        | 1%        | 2%        | 1%     | 2%   | 2%    | 2%    | 3%  | 7%   | -%                    | 3%         | 3%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Value for money for our                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                                                 | 1         | 4         | 8         | 1      | 17   | 2     | 15    | 1   | -    | *                     | *          | *          | 17              |
| 17                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| clients                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%                                                | 1%        | 2%        | 1%        | 1%     | 2%   | 1%    | 2%    | 2%  | -%   | 8%                    | 2%         | 1%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               | abf       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 4         | *         | 8         | *      | 12   | 5     | 8     | 2   | *    | -                     | *          | 1          | 11              |
| 13                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Reliability of service                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 4%        | *%        | 1%        | 1%     | 1%   | 2%    | 1%    | 4%  | 9%   | -%                    | 4%         | 3%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 5         | 2         | 18        | 2      | 26   | 5     | 22    | 1   | *    | *                     | *          | *          | 26              |
| 27                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other (PLEASE SPECIFY)                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 6%        | 1%        | 3%        | 5%     | 2%   | 2%    | 3%    | 2%  | 6%   | 4%                    | 1%         | 2%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv6F. Why Does Your Organisation Choose To Send Items By Second Class Delivery? Base: All Those Using 2Nd Class Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
159
159
85
232
31
44
46
65
921
12
67
102
191
173
232
330
1107
Unweighted total
162
150
94
218
26
38
31
55
926
8
25
67
173
191
231
381
1076
Weighted total
95
85
54
126
5
26
15
27
580
1
12
29
103
124
147
238
653
No urgency
59%
57%
57%
58%
20%
68%
49%
49%
63%
8%
51%
43%
59%
65%
64%
62%
61%
be
e
e
be
e
ef
e
e
86
89
52
123
21
24
16
31
444
4
13
44
95
102
110
169
536
Cost
53%
59%
56%
56%
83%
63%
51%
56%
48%
48%
55%
65%
55%
53%
48%
44%
50%
abc
a
abc
a
Very little difference between 1st and 2nd
3
*
-
3
-
-
2
2
21
-
*
1
5
5
5
9
25
class delivery times
2%
*%
-%
2%
-%
-%
7%
4%
2%
-%
2%
1%
3%
3%
2%
2%
2%
a
Always have done / haven't thought to
2
4
2
4
3
*
*
*
16
*
2
2
*
3
3
9
20
change
1%
2%
2%
2%
11%
1%
1%
*%
2%
4%
7%
2%
*%
1%
2%
2%
2%
ab
abcd
Value for money for our
5
3
5
3
*
2
*
2
13
2
1
1
4
3
2
6
17
clients
3%
2%
5%
1%
1%
6%
*%
4%
1%
23%
3%
1%
2%
1%
1%
1%
2%
a
-
2
-
2
*
-
*
2
10
*
*
1
3
5
1
3
13
Reliability of service
-%
1%
-%
1%
1%
-%
*%
4%
1%
2%
1%
1%
1%
3%
1%
1%
1%
a
4
6
1
9
*
2
3
2
21
2
*
4
2
2
7
11
27
Other (PLEASE SPECIFY)
2%
4%
1%
4%
1%
5%
9%
4%
2%
23%
2%
5%
1%
1%
3%
3%
3%
a
cd
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv6F. Why Does Your Organisation Choose To Send Items By Second Class Delivery? Base: All Those Using 2Nd Class Services

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
857
233
1107
509
917
368
566
1100
742
1091
389
226
489
1107
Unweighted total
1076
815
186
1076
468
899
306
526
1067
689
1060
369
205
497
1076
Weighted total
653
570
102
653
296
545
173
305
649
444
646
214
130
306
653
No urgency
61%
70%
55%
61%
63%
61%
57%
58%
61%
64%
61%
58%
64%
62%
61%
b
c
de
536
331
100
536
222
447
160
281
531
322
527
195
91
247
536
Cost
50%
41%
54%
50%
47%
50%
52%
53%
50%
47%
50%
53%
45%
50%
50%
a
b
b
Very little difference between 1st and 2nd
25
12
4
25
10
18
11
12
23
15
23
11
5
9
25
class delivery times
2%
2%
2%
2%
2%
2%
4%
2%
2%
2%
2%
3%
2%
2%
2%
Always have done / haven't thought to
20
17
6
20
6
18
5
6
20
12
20
6
4
10
20
change
2%
2%
3%
2%
1%
2%
2%
1%
2%
2%
2%
2%
2%
2%
2%
Value for money for our
17
9
3
17
12
13
8
11
17
13
17
9
2
7
17
clients
2%
1%
1%
2%
3%
1%
3%
2%
2%
2%
2%
2%
1%
1%
2%
13
4
*
13
2
13
5
5
13
9
13
7
2
4
13
Reliability of service
1%
1%
*%
1%
*%
1%
2%
1%
1%
1%
1%
2%
1%
1%
1%
27
21
6
27
14
23
7
17
27
20
27
5
7
16
27
Other (PLEASE SPECIFY)
3%
3%
3%
3%
3%
3%
2%
3%
3%
3%
3%
1%
3%
3%
3%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv6F. Why Does Your Organisation Choose To Send Items By Second Class Delivery? Base: All Those Using 2Nd Class Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
807
192
107
309
1089
665
-
1104
871
1093
969
1089
837
22
258
1107
Unweighted total
793
182
100
265
1058
629
-
1070
826
1057
917
1053
820
20
242
1076
Weighted total
512
95
45
170
643
397
-
651
515
643
577
638
522
15
119
653
No urgency
65%
52%
46%
64%
61%
63%
-%
61%
62%
61%
63%
61%
64%
75%
49%
61%
ab
a
367
108
61
127
527
319
-
534
410
527
436
526
376
9
155
536
Cost
46%
59%
61%
48%
50%
51%
-%
50%
50%
50%
47%
50%
46%
45%
64%
50%
c
c
c
Very little difference between 1st and 2nd
18
4
3
7
25
15
-
23
21
23
23
23
22
-
4
25
class delivery times
2%
2%
3%
3%
2%
2%
-%
2%
3%
2%
3%
2%
3%
-%
1%
2%
Always have done / haven't thought to
14
2
4
6
20
12
-
20
13
20
17
20
18
1
2
20
change
2%
1%
4%
2%
2%
2%
-%
2%
2%
2%
2%
2%
2%
6%
1%
2%
Value for money for our
10
2
5
2
17
12
-
17
14
17
16
17
12
-
6
17
clients
1%
1%
5%
1%
2%
2%
-%
2%
2%
2%
2%
2%
1%
-%
2%
2%
bc
9
2
2
3
13
8
-
13
11
13
13
13
8
2
3
13
Reliability of service
1%
1%
2%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
9%
1%
1%
16
5
6
6
26
17
-
27
21
26
23
26
26
-
2
27
Other (PLEASE SPECIFY)
2%
3%
6%
2%
2%
3%
-%
3%
3%
2%
3%
2%
3%
-%
1%
3%
c
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv6F. Why Does Your Organisation Choose To Send Items By Second Class Delivery? Base: All Those Using 2Nd Class Services

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
7
280
805
302
94
732
62
1045
335
772
889
80
128
1107
Unweighted total
7
273
783
293
87
703
61
1014
338
738
856
76
138
1076
Weighted total
4
154
488
164
43
451
37
615
217
436
506
47
94
653
No urgency
55%
57%
62%
56%
49%
64%
61%
61%
64%
59%
59%
62%
69%
61%
b
c
2
155
367
169
51
337
28
509
151
385
427
44
63
536
Cost
38%
57%
47%
58%
59%
48%
45%
50%
45%
52%
50%
57%
46%
50%
b
a
b
Very little difference between 1st and 2nd
-
3
17
9
6
7
2
24
9
17
24
1
-
25
class delivery times
-%
1%
2%
3%
7%
1%
3%
2%
3%
2%
3%
1%
-%
2%
a
Always have done / haven't thought to
*
4
15
5
*
14
*
19
6
14
14
4
2
20
change
7%
1%
2%
2%
*%
2%
1%
2%
2%
2%
2%
6%
1%
2%
c
Value for money for our
-
8
13
4
3
11
2
16
7
10
15
2
-
17
clients
-%
3%
2%
1%
3%
2%
3%
2%
2%
1%
2%
3%
-%
2%
a
-
2
3
10
2
9
2
11
5
8
7
2
4
13
Reliability of service
-%
1%
*%
3%
2%
1%
3%
1%
1%
1%
1%
3%
3%
1%
b
c
-
10
19
9
3
18
3
24
7
21
21
1
6
27
Other (PLEASE SPECIFY)
-%
4%
2%
3%
3%
3%
5%
2%
2%
3%
2%
1%
4%
3%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv6F. Why Does Your Organisation Choose To Send Items By Second Class Delivery? Base: All Those Using 2Nd Class Services

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
230
258
310
309
1107
Unweighted total
228
259
307
282
1076
Weighted total
145
166
182
159
653
No urgency
64%
64%
59%
57%
61%
115
115
165
142
536
Cost
50%
44%
54%
50%
50%
c
Very little difference between 1st and 2nd
1
5
18
1
25
class delivery times
1%
2%
6%
*%
2%
acd
Always have done / haven't thought to
6
3
6
5
20
change
3%
1%
2%
2%
2%
Value for money for our
1
2
2
12
17
clients
1%
1%
1%
4%
2%
bcd
2
2
5
5
13
Reliability of service
1%
1%
1%
2%
1%
5
3
6
13
27
Other (PLEASE SPECIFY)
2%
1%
2%
5%
3%
c
Columns Tested: a,b,c,d

## Qv7A. In The Last 12 Months, Has Your Organisation: Base: All Respondents Using Royal Mail Services Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total Changed mail from higher cost Royal Mail product to a lower cost Royal Mail product (such as
1st class mail to 2nd
208
10
14
16
10
26
21
51
19
16
17
31
18
247
class mail)?
15%
16%
19%
19%
11%
13%
11%
19%
17%
14%
15%
18%
19%
16%
Changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st
19
1
1
1
1
4
2
4
3
1
-
4
-
23
class mail)?
1%
2%
1%
1%
1%
2%
1%
1%
3%
1%
-%
2%
-%
1%
12
*
1
*
*
2
2
2
4
-
-
-
2
13
Both?
1%
1%
1%
*%
*%
1%
1%
1%
4%
-%
-%
-%
2%
1%
djm
Or has not changed mail
1105
50
57
67
76
170
159
217
84
97
91
136
75
1280
in the last 12 months?
82%
81%
79%
80%
87%
83%
86%
79%
77%
85%
83%
79%
79%
82%
Don't Know (DO NOT READ
6
-
-
*
-
2
2
-
-
-
2
*
-
6
OUT)
*%
-%
-%
*%
-%
1%
1%
-%
-%
-%
2%
*%
-%
*%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv7A. In The Last 12 Months, Has Your Organisation: Base: All Respondents Using Royal Mail Services

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                                               | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Changed mail from higher                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cost Royal Mail product                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| to a lower cost Royal                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mail product (such as                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1st class mail to 2nd                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 23                                                | 16        | 42        | 167       | 10     | 237  | 84    | 163   | 12  | 1    | 1                     | 3          | 7          | 235             |
| 247                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| class mail)?                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 24%                                               | 16%       | 15%       | 15%       | 17%    | 16%  | 19%   | 15%   | 19% | 12%  | 14%                   | 32%        | 18%        | 16%             |
| 16%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | abdef     |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Changed mail from a                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| lower cost Royal Mail                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| product to a higher cost                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Royal Mail product (such                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| as 2nd class mail to 1st                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 5         | *         | 15        | 3      | 19   | 9     | 13    | 1   | -    | -                     | -          | 1          | 22              |
| 23                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| class mail)?                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 5%        | *%        | 1%        | 5%     | 1%   | 2%    | 1%    | 1%  | -%   | -%                    | -%         | 2%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 2         | *         | 10        | *      | 13   | 5     | 8     | 1   | -    | *                     | -          | *          | 13              |
| 13                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Both?                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 2%        | *%        | 1%        | *%     | 1%   | 1%    | 1%    | 1%  | -%   | 3%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Or has not changed mail                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 68                                                | 79        | 238       | 894       | 44     | 1236 | 356   | 924   | 49  | 7    | 6                     | 7          | 30         | 1231            |
| 1280                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| in the last 12 months?                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 72%                                               | 77%       | 85%       | 82%       | 76%    | 82%  | 78%   | 83%   | 78% | 86%  | 79%                   | 68%        | 79%        | 82%             |
| 82%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | b         | c         | c      |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | -         | 6         | *      | 6    | *     | 6     | 1   | *    | *                     | -          | *          | 6               |
| 6                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | -%        | 1%        | 1%     | *%   | *%    | 1%    | 1%  | 2%   | 5%                    | -%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv7A. In The Last 12 Months, Has Your Organisation: Base: All Respondents Using Royal Mail Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
Changed mail from higher cost Royal Mail product
to a lower cost Royal Mail product (such as 1st class mail to 2nd
38
32
26
45
10
11
5
17
205
2
8
13
36
44
60
83
247
class mail)?
18%
18%
22%
16%
33%
27%
13%
23%
15%
21%
28%
17%
17%
19%
20%
12%
16%
ac
a
a
ad
a
a
a
Changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st
4
4
1
7
-
2
-
2
19
-
1
2
3
4
3
10
23
class mail)?
2%
2%
1%
2%
-%
4%
-%
3%
1%
-%
2%
2%
1%
2%
1%
1%
1%
1
3
-
3
1
-
-
*
12
-
1
*
3
2
2
4
13
Both?
*%
2%
-%
1%
4%
-%
-%
*%
1%
-%
5%
*%
1%
1%
1%
1%
1%
a
abce
Or has not changed mail
169
140
90
219
18
28
34
55
1145
8
18
63
171
184
238
599
1280
in the last 12 months?
80%
78%
77%
80%
62%
69%
87%
75%
83%
78%
63%
80%
80%
79%
78%
85%
82%
de
de
f
f
f
f
bcf
Don't Know (DO NOT READ
*
-
*
*
*
*
-
-
6
*
*
-
-
*
2
4
6
OUT)
*%
-%
*%
*%
*%
*%
-%
-%
*%
1%
2%
-%
-%
*%
1%
1%
*%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv7A. In The Last 12 Months, Has Your Organisation: Base: All Respondents Using Royal Mail Services

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total Changed mail from higher
cost Royal Mail product to a lower cost Royal Mail product (such as 1st class mail to 2nd
235
179
43
238
114
210
67
124
241
160
238
90
51
105
247
class mail)?
22%
15%
19%
16%
17%
17%
18%
18%
16%
18%
16%
18%
19%
13%
16%
a
a
a
Changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st
13
19
4
20
13
18
10
14
22
12
22
9
1
12
23
class mail)?
1%
2%
2%
1%
2%
1%
3%
2%
2%
1%
2%
2%
1%
2%
1%
7
9
3
9
9
12
5
7
13
11
13
7
2
4
13
Both?
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
Or has not changed mail
816
981
179
1181
518
999
287
558
1195
704
1175
385
220
665
1280
in the last 12 months?
76%
82%
78%
81%
79%
80%
77%
79%
81%
79%
81%
78%
80%
84%
82%
b
e
c
Don't Know (DO NOT READ
5
6
*
6
*
6
6
2
6
2
6
*
*
6
6
OUT)
*%
*%
*%
*%
*%
*%
2%
*%
*%
*%
*%
*%
*%
1%
*%
abcdf

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv7A. In The Last 12 Months, Has Your Organisation: Base: All Respondents Using Royal Mail Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
Changed mail from higher
cost Royal Mail product to a lower cost Royal Mail product (such as 1st class mail to 2nd
171
53
22
56
245
157
-
245
200
245
218
243
-
-
247
247
class mail)?
14%
23%
16%
16%
16%
18%
-%
16%
17%
16%
17%
16%
-%
-%
95%
16%
c
bc
Changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st
15
2
5
4
23
13
-
23
17
23
22
21
-
23
-
23
class mail)?
1%
1%
4%
1%
1%
1%
-%
1%
1%
1%
2%
1%
-%
63%
-%
1%
c
ac
8
2
3
3
13
11
-
13
13
13
13
13
-
13
13
13
Both?
1%
1%
2%
1%
1%
1%
-%
1%
1%
1%
1%
1%
-%
37%
5%
1%
ac
c
Or has not changed mail
989
177
114
286
1246
694
2
1270
940
1245
1058
1241
1280
-
-
1280
in the last 12 months?
83%
76%
79%
82%
81%
79%
100%
82%
80%
81%
80%
81%
100%
-%
-%
82%
b
ab
Don't Know (DO NOT READ
4
*
*
*
6
*
-
6
2
6
4
6
6
-
-
6
OUT)
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv7A. In The Last 12 Months, Has Your Organisation: Base: All Respondents Using Royal Mail Services

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total Changed mail from higher
cost Royal Mail product to a lower cost Royal Mail product (such as 1st class mail to 2nd
1
64
166
82
26
143
15
232
76
172
199
15
33
247
class mail)?
20%
18%
14%
21%
21%
14%
15%
16%
15%
16%
16%
15%
17%
16%
b
a
Changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st
-
6
16
7
-
12
2
20
3
19
16
2
5
23
class mail)?
-%
2%
1%
2%
-%
1%
2%
1%
1%
2%
1%
2%
3%
1%
-
2
10
4
-
9
*
13
1
13
10
2
1
13
Both?
-%
1%
1%
1%
-%
1%
*%
1%
*%
1%
1%
2%
1%
1%
b
Or has not changed mail
5
276
978
303
94
871
83
1197
419
861
1040
84
148
1280
in the last 12 months?
80%
79%
83%
77%
77%
84%
81%
82%
83%
81%
82%
81%
79%
82%
a
b
Don't Know (DO NOT READ
-
*
6
*
2
2
2
5
4
3
4
*
*
6
OUT)
-%
*%
1%
*%
2%
*%
2%
*%
1%
*%
*%
*%
*%
*%
a
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV7a. In the last 12 months, has your organisation:
Base: All Respondents using Royal Mail services
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total Changed mail from higher cost Royal Mail product to a lower cost Royal Mail product (such as 1st class mail to 2nd
51
54
76
65
247
class mail)?
13%
14%
19%
17%
16%
cd
Changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st
4
5
6
8
23
class mail)?
1%
1%
1%
2%
1%
4
1
4
5
13
Both?
1%
*%
1%
1%
1%
Or has not changed mail
324
336
312
309
1280
in the last 12 months?
84%
85%
78%
80%
82%
b
b
Don't Know (DO NOT READ
4
-
2
*
6
OUT)
1%
-%
*%
*%
*%
c
Columns Tested: a,b,c,d

## Qv7B. And Why Is This? Base: All Respondents Who Have Changed Royal Mail Services Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
*h
*g
f
*e
*d
*c
*b
*a
Significance Level: 95%
174
32
38
39
11
20
20
38
21
19
12
20
13
283
Unweighted total
227
12
14
17
11
30
23
55
22
17
17
35
18
270
Weighted total
186
9
13
14
8
24
15
47
17
15
16
27
14
222
Price increases
82%
78%
92%
84%
75%
81%
68%
86%
80%
91%
99%
76%
79%
82%
Due to internal cost
34
1
2
2
-
3
4
11
3
4
*
4
6
39
cutting
15%
9%
12%
14%
-%
10%
16%
20%
13%
23%
1%
12%
31%
15%
First class is not much
11
*
1
1
-
2
2
4
-
1
2
-
*
14
quicker than second
5%
4%
7%
9%
-%
8%
9%
7%
-%
8%
11%
-%
1%
5%
Better quality of
10
*
-
2
1
2
5
-
1
-
-
-
-
12
service
5%
4%
-%
9%
12%
7%
24%
-%
7%
-%
-%
-%
-%
5%
8
*
1
*
*
*
2
2
1
-
-
2
-
9
Cost implications
3%
4%
4%
1%
2%
1%
8%
4%
6%
-%
-%
6%
-%
3%
Changes in the type of
3
1
*
*
-
-
-
-
1
-
-
-
2
5
mail sent
1%
8%
3%
3%
-%
-%
-%
-%
6%
-%
-%
-%
10%
2%
m
Became more aware of
3
*
-
1
-
-
-
2
1
-
-
-
-
4
alternatives
1%
1%
-%
6%
-%
-%
-%
3%
6%
-%
-%
-%
-%
2%
13
1
*
*
1
*
*
2
3
*
*
4
2
14
Other
6%
5%
1%
3%
12%
1%
1%
4%
13%
1%
1%
12%
10%
5%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv7B. And Why Is This? Base: All Respondents Who Have Changed Royal Mail Services

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | a                       | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 33                                                | 29        | 56                      | 165       | 22     | 261 | 96    | 187   | 74  | 6    | 7                     | 17         | 44         | 209             |
| 283                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 25                                                | 21        | 42                      | 181       | 13     | 257 | 93    | 176   | 12  | 1    | 1                     | 3          | 7          | 257             |
| 270                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 16                                                | 16        | 39                      | 151       | 13     | 209 | 68    | 154   | 9   | 1    | 1                     | 2          | 6          | 213             |
| 222                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Price increases                                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 65%                                               | 75%       | 92%                     | 83%       | 96%    | 82% | 73%   | 87%   | 71% | 73%  | 75%                   | 55%        | 77%        | 83%             |
| 82%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | b                       | f         |        |     |       |       |     |      |                       |            |            |                 |
| Due to internal cost                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | 4         | 6                       | 24        | *      | 39  | 19    | 20    | 2   | *    | *                     | 1          | 1          | 37              |
| 39                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cutting                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 20%                                               | 17%       | 15%                     | 13%       | 4%     | 15% | 21%   | 11%   | 16% | 12%  | 14%                   | 21%        | 14%        | 15%             |
| 15%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| First class is not much                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 3         | *                       | 9         | *      | 14  | 4     | 10    | 1   | -    | -                     | *          | *          | 13              |
| 14                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| quicker than second                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10%                                               | 12%       | *%                      | 5%        | 1%     | 5%  | 4%    | 6%    | 5%  | -%   | -%                    | 11%        | 4%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Better quality of                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | *                       | 8         | *      | 12  | 9     | 3     | *   | -    | -                     | -          | *          | 12              |
| 12                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| service                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 9%        | 1%                      | 4%        | 1%     | 5%  | 10%   | 2%    | 2%  | -%   | -%                    | -%         | 4%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | *                       | 8         | -      | 9   | 3     | 5     | 1   | *    | -                     | *          | 1          | 8               |
| 9                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Cost implications                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 2%        | 1%                      | 4%        | -%     | 3%  | 4%    | 3%    | 7%  | 12%  | -%                    | 8%         | 7%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Changes in the type of                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 1                       | 2         | -      | 5   | 2     | 3     | -   | -    | -                     | -          | -          | 5               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| mail sent                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 2%        | 2%                      | 1%        | -%     | 2%  | 2%    | 2%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Became more aware of                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | *                       | 4         | -      | 4   | 1     | 3     | *   | -    | *                     | -          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| alternatives                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | 1%                      | 2%        | -%     | 2%  | 1%    | 2%    | 1%  | -%   | 11%                   | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | *                       | 12        | *      | 14  | 7     | 7     | 1   | *    | -                     | *          | 1          | 13              |
| 14                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 1%        | *%                      | 7%        | 1%     | 5%  | 8%    | 4%    | 11% | 15%  | -%                    | 15%        | 10%        | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

## Qv7B. And Why Is This? Base: All Respondents Who Have Changed Royal Mail Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
d
c
b
a
Significance Level: 95%
37
42
22
57
5
13
9
19
237
3
18
25
49
44
63
81
283
Unweighted total
42
37
27
51
10
13
5
19
224
2
8
15
39
48
63
94
270
Weighted total
35
27
26
37
8
7
5
16
186
2
3
12
32
43
54
76
222
Price increases
85%
74%
95%
72%
81%
54%
100%
85%
83%
89%
39%
81%
81%
89%
85%
81%
82%
Due to internal cost
7
8
4
11
2
2
*
2
32
-
5
3
5
14
4
8
39
cutting
17%
23%
16%
22%
22%
17%
7%
13%
14%
-%
57%
19%
14%
30%
6%
8%
15%
ab
First class is not much
3
4
*
6
-
4
*
-
10
-
1
2
2
2
2
5
14
quicker than second
6%
11%
2%
12%
-%
28%
3%
-%
5%
-%
7%
15%
6%
4%
3%
6%
5%
Better quality of
-
2
-
2
2
2
-
*
9
-
*
-
5
*
5
2
12
service
-%
6%
-%
4%
19%
14%
-%
1%
4%
-%
1%
-%
12%
*%
8%
2%
5%
ac
-
3
-
3
-
-
-
*
9
*
-
*
-
4
2
2
9
Cost implications
-%
7%
-%
5%
-%
-%
-%
2%
4%
11%
-%
2%
-%
8%
4%
2%
3%
d
Changes in the type of
2
2
*
4
-
2
-
*
3
-
-
2
2
-
-
1
5
mail sent
4%
6%
2%
7%
-%
14%
-%
3%
1%
-%
-%
12%
6%
-%
-%
1%
2%
Became more aware of
-
-
-
-
-
*
-
-
4
-
*
-
*
2
2
-
4
alternatives
-%
-%
-%
-%
-%
1%
-%
-%
2%
-%
1%
-%
1%
4%
3%
-%
2%
2
1
1
1
-
*
-
*
14
-
*
*
*
*
3
11
14
Other
4%
2%
5%
2%
-%
1%
-%
1%
6%
-%
1%
1%
1%
*%
4%
11%
5%
cd
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv7B. And Why Is This? Base: All Respondents Who Have Changed Royal Mail Services

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
260
209
61
271
137
238
95
151
274
189
272
100
59
123
283
Unweighted total
248
197
48
258
126
228
76
137
264
172
260
99
53
117
270
Weighted total
214
158
36
217
105
191
55
117
218
144
215
78
47
96
222
Price increases
86%
80%
75%
84%
83%
84%
72%
85%
83%
84%
83%
79%
90%
82%
82%
e
e
e
e
e
Due to internal cost
38
29
8
38
13
35
15
18
38
28
38
18
7
14
39
cutting
15%
15%
16%
15%
10%
15%
19%
13%
14%
16%
15%
18%
14%
12%
15%
First class is not much
14
11
2
14
6
10
8
8
14
9
14
8
-
6
14
quicker than second
5%
6%
5%
5%
5%
4%
11%
6%
5%
5%
5%
8%
-%
5%
5%
f
b
Better quality of
7
11
4
12
4
8
5
4
12
6
12
6
2
5
12
service
3%
6%
8%
5%
3%
3%
7%
3%
5%
3%
5%
6%
4%
4%
5%
8
8
1
9
3
7
5
1
9
3
9
6
*
2
9
Cost implications
3%
4%
2%
3%
2%
3%
6%
1%
3%
2%
3%
6%
1%
2%
3%
d
Changes in the type of
5
5
3
5
3
5
1
5
5
4
3
2
*
2
5
mail sent
2%
2%
7%
2%
2%
2%
1%
3%
2%
2%
1%
2%
1%
2%
2%
b
Became more aware of
4
1
*
4
*
4
1
1
4
3
4
-
2
2
4
alternatives
2%
1%
*%
2%
*%
2%
1%
*%
2%
2%
2%
-%
4%
2%
2%
6
8
3
8
5
9
4
5
12
8
12
3
2
9
14
Other
3%
4%
5%
3%
4%
4%
5%
4%
4%
5%
5%
3%
3%
8%
5%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv7B. And Why Is This? Base: All Respondents Who Have Changed Royal Mail Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
*a
c
b
a
*f
e
d
c
b
a
*c
*b
a
Significance Level: 95%
190
65
27
79
281
182
-
282
233
281
253
278
-
21
262
283
Unweighted total
186
55
28
61
268
170
-
268
217
267
240
264
-
23
247
270
Weighted total
157
47
18
47
220
137
-
220
178
220
196
218
-
5
217
222
Price increases
84%
85%
66%
78%
82%
81%
-%
82%
82%
82%
82%
82%
-%
24%
88%
82%
Due to internal cost
26
6
7
13
39
30
-
39
34
39
31
39
-
*
39
39
cutting
14%
12%
25%
22%
15%
18%
-%
15%
16%
15%
13%
15%
-%
1%
16%
15%
First class is not much
12
-
2
2
14
7
-
14
10
14
14
14
-
3
11
14
quicker than second
6%
-%
8%
3%
5%
4%
-%
5%
5%
5%
6%
5%
-%
12%
5%
5%
b
Better quality of
7
4
2
4
12
9
-
12
10
12
10
11
-
7
5
12
service
4%
6%
6%
6%
5%
6%
-%
5%
4%
5%
4%
4%
-%
31%
2%
5%
7
2
*
2
9
6
-
9
4
9
7
9
-
3
6
9
Cost implications
4%
4%
*%
4%
3%
4%
-%
3%
2%
3%
3%
3%
-%
12%
3%
3%
Changes in the type of
1
1
2
3
5
5
-
5
5
5
5
5
-
-
5
5
mail sent
1%
3%
8%
5%
2%
3%
-%
2%
2%
2%
2%
2%
-%
-%
2%
2%
Became more aware of
1
4
-
2
4
3
-
4
2
4
3
4
-
-
4
4
alternatives
*%
6%
-%
3%
2%
2%
-%
2%
1%
2%
1%
2%
-%
-%
2%
2%
c
10
2
2
1
14
9
-
14
14
14
14
13
-
6
8
14
Other
6%
4%
6%
2%
5%
5%
-%
5%
6%
5%
6%
5%
-%
28%
3%
5%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv7B. And Why Is This? Base: All Respondents Who Have Changed Royal Mail Services

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
1
71
184
99
33
158
18
265
77
206
224
22
35
283
Unweighted total
1
70
181
89
26
155
17
253
79
191
214
17
37
270
Weighted total
1
54
153
69
22
130
15
207
74
148
180
11
31
222
Price increases
100%
78%
84%
78%
84%
84%
87%
82%
93%
78%
84%
63%
82%
82%
a
Due to internal cost
-
15
29
10
4
28
*
39
6
33
30
5
4
39
cutting
-%
22%
16%
11%
15%
18%
3%
15%
8%
17%
14%
28%
12%
15%
b
First class is not much
-
6
6
8
2
7
-
14
1
13
10
*
4
14
quicker than second
-%
9%
3%
9%
7%
5%
-%
6%
1%
7%
4%
3%
10%
5%
Better quality of
-
2
8
4
2
6
1
11
1
11
10
2
-
12
service
-%
3%
5%
5%
7%
4%
6%
4%
1%
6%
5%
13%
-%
5%
-
3
7
2
*
5
-
9
1
8
7
*
1
9
Cost implications
-%
4%
4%
2%
1%
3%
-%
3%
1%
4%
3%
1%
4%
3%
Changes in the type of
-
4
2
3
-
2
-
5
2
3
3
-
2
5
mail sent
-%
6%
1%
4%
-%
1%
-%
2%
3%
1%
2%
-%
5%
2%
Became more aware of
-
-
2
2
4
*
-
4
*
4
4
1
-
4
alternatives
-%
-%
1%
2%
14%
*%
-%
2%
1%
2%
2%
3%
-%
2%
a
-
2
12
2
2
6
1
13
2
12
13
*
1
14
Other
-%
3%
7%
2%
8%
4%
8%
5%
2%
6%
6%
1%
3%
5%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qv7B. And Why Is This? Base: All Respondents Who Have Changed Royal Mail Services

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
58
55
81
89
283
Unweighted total
55
59
82
73
270
Weighted total
47
49
72
54
222
Price increases
86%
82%
87%
74%
82%
a
Due to internal cost
6
8
11
15
39
cutting
10%
13%
13%
21%
15%
First class is not much
5
1
8
-
14
quicker than second
9%
1%
10%
-%
5%
a
ac
Better quality of
*
2
*
9
12
service
1%
4%
1%
12%
5%
bd
2
*
-
7
9
Cost implications
3%
1%
-%
9%
3%
bc
Changes in the type of
2
*
-
2
5
mail sent
4%
1%
-%
3%
2%
Became more aware of
*
1
*
2
4
alternatives
1%
2%
1%
3%
2%
3
4
2
6
14
Other
6%
6%
2%
8%
5%
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d

## Qv7Ci. And Why Has Your Organisation 'Changed Mail From A Lower Cost Royal Mail Product To A Higher Cost Royal Mail Product (Such As 2Nd Class Mail To 1St Class Mail)'? Base: All Respondents Who Have Changed Royal Mail Services Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
*m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
9
1
2
2
1
1
1
1
3
-
-
-
2
14
Unweighted total
12
*
1
*
*
2
2
2
4
-
-
-
2
13
Weighted total Better quality of
7
-
1
-
-
2
2
-
1
-
-
-
2
8
service
61%
-%
100%
-%
-%
100%
100%
-%
33%
-%
-%
-%
100%
61%
Changes in the type of
2
*
-
-
-
-
-
2
-
-
-
-
-
2
mail sent
15%
100%
-%
-%
-%
-%
-%
100%
-%
-%
-%
-%
-%
17%
*
-
-
-
*
-
-
-
-
-
-
-
-
*
Price increases
2%
-%
-%
-%
100%
-%
-%
-%
-%
-%
-%
-%
-%
1%
First class is not much
-
-
-
*
-
-
-
-
-
-
-
-
-
*
quicker than second
-%
-%
-%
50%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cost implications
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
3
-
*
*
-
-
-
-
3
-
-
-
-
3
Other
22%
-%
50%
50%
-%
-%
-%
-%
67%
-%
-%
-%
-%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV7ci. And why has your organisation 'changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st class mail)'?
Base: All respondents who have changed Royal Mail Services
|                                                   |           |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *d                                                | *c        | *b        | *a        | *b     | *a  | *b    | *a    | *f  | *e   | *d                    | *c         | *b         | *a              |
| Significance Level: 95%                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 1         | 10        | 1      | 13  | 5     | 9     | 4   | -    | 1                     | -          | 3          | 10              |
| 14                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 2         | *         | 10        | *      | 13  | 5     | 8     | 1   | -    | *                     | -          | *          | 13              |
| 13                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Better quality of                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | -         | 7         | -      | 8   | 5     | 3     | *   | -    | -                     | -          | *          | 8               |
| 8                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| service                                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 92%                                               | -%        | -%        | 68%       | -%     | 61% | 98%   | 38%   | 26% | -%   | -%                    | -%         | 39%        | 62%             |
| 61%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Changes in the type of                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | -         | *         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| mail sent                                         |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 100%      | -%        | 5%        | -%     | 17% | -%    | 27%   | -%  | -%   | -%                    | -%         | -%         | 18%             |
| 17%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | -         | -      | *   | -     | *     | *   | -    | *                     | -          | -          | -               |
| *                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Price increases                                   |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 100%      | -%        | -%     | 1%  | -%    | 2%    | 34% | -%   | 100%                  | -%         | -%         | -%              |
| 1%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| First class is not much                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | -         | -      | *   | *     | -     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| quicker than second                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | -%        | -%        | -%        | -%     | 1%  | 2%    | -%    | 20% | -%   | -%                    | -%         | 30%        | -%              |
| 1%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Became more aware of                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| alternatives                                      |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Cost implications                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 3         | *      | 3   | *     | 3     | *   | -    | -                     | -          | *          | 3               |
| 3                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 32%       | 100%   | 23% | 10%   | 32%   | 20% | -%   | -%                    | -%         | 30%        | 24%             |
| 24%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |     |       |       |     |      |                       |            |            |                 |

## Qv7Ci. And Why Has Your Organisation 'Changed Mail From A Lower Cost Royal Mail Product To A Higher Cost Royal Mail Product (Such As 2Nd Class Mail To 1St Class Mail)'? Base: All Respondents Who Have Changed Royal Mail Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
*b
*a
*b
*a
*e
*d
*c
*b
*a
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
2
3
-
5
1
-
-
1
12
-
2
2
2
1
2
5
14
Unweighted total
1
3
-
3
1
-
-
*
12
-
1
*
3
2
2
4
13
Weighted total Better quality of
*
1
-
2
1
-
-
-
7
-
1
*
-
2
2
3
8
service
72%
48%
-%
53%
100%
-%
-%
-%
57%
-%
92%
43%
-%
100%
79%
69%
61%
Changes in the type of
-
-
-
-
-
-
-
-
2
-
-
-
2
-
*
-
2
mail sent
-%
-%
-%
-%
-%
-%
-%
-%
19%
-%
-%
-%
58%
-%
21%
-%
17%
*
-
-
*
-
-
-
*
-
-
-
*
-
-
-
-
*
Price increases
28%
-%
-%
6%
-%
-%
-%
100%
-%
-%
-%
57%
-%
-%
-%
-%
1%
First class is not much
-
*
-
*
-
-
-
-
*
-
*
-
-
-
-
-
*
quicker than second
-%
4%
-%
3%
-%
-%
-%
-%
1%
-%
8%
-%
-%
-%
-%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cost implications
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*
1
-
2
-
-
-
-
3
-
-
-
1
-
-
2
3
Other
72%
48%
-%
53%
-%
-%
-%
-%
27%
-%
-%
-%
42%
-%
-%
42%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QV7ci. And why has your organisation 'changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st class mail)'?
Base: All respondents who have changed Royal Mail Services
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
*b
*a
*c
*b
*a
*f
*e
*d
*c
*b
*a
*c
*b
*a
Significance Level: 95%
10
11
4
11
8
12
6
8
14
11
14
8
1
5
14
Unweighted total
7
9
3
9
9
12
5
7
13
11
13
7
2
4
13
Weighted total Better quality of
4
6
1
6
6
8
3
4
8
8
8
4
2
2
8
service
52%
61%
41%
61%
65%
68%
61%
52%
61%
66%
61%
55%
100%
54%
61%
Changes in the type of
*
*
*
*
2
2
2
2
2
2
2
2
-
*
2
mail sent
7%
5%
15%
5%
20%
19%
34%
25%
17%
20%
17%
24%
-%
11%
17%
*
*
-
*
-
*
*
*
*
*
*
-
-
*
*
Price increases
3%
2%
-%
2%
-%
2%
4%
3%
1%
2%
1%
-%
-%
4%
1%
First class is not much
*
*
*
*
*
*
*
*
*
*
*
*
-
-
*
quicker than second
2%
1%
3%
1%
1%
1%
2%
2%
1%
1%
1%
1%
-%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cost implications
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
3
3
1
3
1
2
-
2
3
2
3
2
-
1
3
Other
44%
35%
41%
35%
14%
15%
-%
25%
24%
15%
24%
26%
-%
31%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv7Ci. And Why Has Your Organisation 'Changed Mail From A Lower Cost Royal Mail Product To A Higher Cost Royal Mail Product (Such As 2Nd Class Mail To 1St Class Mail)'? Base: All Respondents Who Have Changed Royal Mail Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
*c
*b
*a
*c
*b
*a
*f
*e
*d
*c
*b
*a
*c
*b
*a
Significance Level: 95%
8
3
3
5
14
10
-
14
14
14
14
14
-
14
14
14
Unweighted total
8
2
3
3
13
11
-
13
13
13
13
13
-
13
13
13
Weighted total Better quality of
6
*
2
1
8
5
-
8
8
8
8
8
-
8
8
8
service
74%
7%
58%
43%
61%
51%
-%
61%
61%
61%
61%
61%
-%
61%
61%
61%
Changes in the type of
2
*
-
*
2
2
-
2
2
2
2
2
-
2
2
2
mail sent
21%
25%
-%
14%
17%
22%
-%
17%
17%
17%
17%
17%
-%
17%
17%
17%
*
-
-
-
*
*
-
*
*
*
*
*
-
*
*
*
Price increases
2%
-%
-%
-%
1%
2%
-%
1%
1%
1%
1%
1%
-%
1%
1%
1%
First class is not much
*
-
-
*
*
*
-
*
*
*
*
*
-
*
*
*
quicker than second
1%
-%
-%
3%
1%
1%
-%
1%
1%
1%
1%
1%
-%
1%
1%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cost implications
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1
1
1
1
3
3
-
3
3
3
3
3
-
3
3
3
Other
7%
68%
42%
39%
24%
25%
-%
24%
24%
24%
24%
24%
-%
24%
24%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QV7ci. And why has your organisation 'changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st class mail)'?
Base: All respondents who have changed Royal Mail Services
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
*a
*b
*a
*b
*a
*b
*a
*b
*a
*c
*b
*a
Significance Level: 95%
-
4
11
3
-
10
1
13
2
12
12
1
1
14
Unweighted total
-
2
10
4
-
9
*
13
1
13
10
2
1
13
Weighted total
Better quality of
-
*
5
3
-
5
*
8
*
8
5
2
1
8
service
-%
23%
51%
87%
-%
61%
100%
60%
72%
60%
49%
100%
100%
61%
Changes in the type of
-
-
2
*
-
*
-
2
-
2
2
-
-
2
mail sent
-%
-%
18%
13%
-%
5%
-%
17%
-%
18%
22%
-%
-%
17%
-
*
*
-
-
*
-
*
*
-
*
-
-
*
Price increases
-%
9%
2%
-%
-%
2%
-%
1%
28%
-%
2%
-%
-%
1%
First class is not much
-
*
*
-
-
*
-
*
-
*
*
-
-
*
quicker than second
-%
5%
1%
-%
-%
1%
-%
1%
-%
1%
1%
-%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cost implications
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
2
3
-
-
3
-
3
*
3
3
-
-
3
Other
-%
86%
32%
-%
-%
36%
-%
24%
72%
21%
31%
-%
-%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV7ci. And why has your organisation 'changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product (such as 2nd class mail to 1st class mail)'?
Base: All respondents who have changed Royal Mail Services
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
*d
*c
*b
*a
Significance Level: 95%
3
2
5
4
14
Unweighted total
4
1
4
5
13
Weighted total Better quality of
2
-
3
3
8
service
56%
-%
92%
50%
61%
Changes in the type of
2
*
-
-
2
mail sent
44%
81%
-%
-%
17%
-
-
*
-
*
Price increases
-%
-%
5%
-%
1%
First class is not much
-
-
*
-
*
quicker than second
-%
-%
3%
-%
1%
Became more aware of
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-
-
-
-
-
Cost implications
-%
-%
-%
-%
-%
-
*
-
3
3
Other
-%
19%
-%
59%
24%
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d

## Qv7Cii. And Why Has Your Organisation 'Changed Mail From A Higher Cost Royal Mail Product To A Lower Cost Royal Mail Product (Such As 1St Class Mail To 2Nd Class Mail)'? Base: All Respondents Who Have Changed Royal Mail Services

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
*m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
9
1
2
2
1
1
1
1
3
-
-
-
2
14
Unweighted total
12
*
1
*
*
2
2
2
4
-
-
-
2
13
Weighted total Due to internal cost
4
-
-
-
-
-
-
-
3
-
-
-
2
4
cutting
37%
-%
-%
-%
-%
-%
-%
-%
67%
-%
-%
-%
93%
33%
2
-
*
*
-
-
2
-
-
-
-
-
-
2
Cost implications
15%
-%
50%
50%
-%
-%
100%
-%
-%
-%
-%
-%
-%
18%
2
-
-
*
-
2
-
-
-
-
-
-
*
2
Price increases
19%
-%
-%
50%
-%
100%
-%
-%
-%
-%
-%
-%
7%
18%
First class is not much
2
-
*
-
-
-
2
-
-
-
-
-
-
2
quicker than second
15%
-%
50%
-%
-%
-%
100%
-%
-%
-%
-%
-%
-%
17%
Changes in the type of
*
*
-
-
*
-
-
-
-
-
-
-
*
1
mail sent
3%
100%
-%
-%
100%
-%
-%
-%
-%
-%
-%
-%
7%
6%
Better quality of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
service
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
3
-
-
*
-
-
-
2
1
-
-
-
-
3
Other
26%
-%
-%
50%
-%
-%
-%
100%
33%
-%
-%
-%
-%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv7Cii. And Why Has Your Organisation 'Changed Mail From A Higher Cost Royal Mail Product To A Lower Cost Royal Mail Product (Such As 1St Class Mail To 2Nd Class Mail)'? Base: All Respondents Who Have Changed Royal Mail Services

|                                                   |           |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *d                                                | *c        | *b        | *a        | *b     | *a  | *b    | *a    | *f  | *e   | *d                    | *c         | *b         | *a              |
| Significance Level: 95%                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 1         | 10        | 1      | 13  | 5     | 9     | 4   | -    | 1                     | -          | 3          | 10              |
| 14                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 2         | *         | 10        | *      | 13  | 5     | 8     | 1   | -    | *                     | -          | *          | 13              |
| 13                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Due to internal cost                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | -         | 3         | -      | 4   | 2     | 3     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| cutting                                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 92%                                               | -%        | -%        | 31%       | -%     | 33% | 36%   | 31%   | -%  | -%   | -%                    | -%         | -%         | 34%             |
| 33%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 2         | *      | 2   | *     | 2     | *   | -    | -                     | -          | *          | 2               |
| 2                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Cost implications                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 24%       | 100%   | 17% | 10%   | 23%   | 20% | -%   | -%                    | -%         | 30%        | 18%             |
| 18%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | 2         | -      | 2   | 2     | *     | *   | -    | -                     | -          | *          | 2               |
| 2                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Price increases                                   |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | -%        | -%        | 23%       | -%     | 18% | 45%   | 2%    | 46% | -%   | -%                    | -%         | 70%        | 17%             |
| 18%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| First class is not much                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 2         | -      | 2   | *     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| quicker than second                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 23%       | -%     | 17% | 10%   | 21%   | -%  | -%   | -%                    | -%         | -%         | 18%             |
| 17%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Changes in the type of                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | 1         | -      | 1   | -     | 1     | *   | -    | *                     | -          | *          | *               |
| 1                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| mail sent                                         |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 100%      | 6%        | -%     | 6%  | -%    | 10%   | 60% | -%   | 100%                  | -%         | 39%        | 4%              |
| 6%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Better quality of                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| service                                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Became more aware of                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| alternatives                                      |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | -         | 1         | *      | 3   | -     | 3     | *   | -    | -                     | -          | *          | 3               |
| 3                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 100%      | -%        | 14%       | 100%   | 23% | -%    | 38%   | 20% | -%   | -%                    | -%         | 30%        | 24%             |
| 24%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |     |       |       |     |      |                       |            |            |                 |

## Qv7Cii. And Why Has Your Organisation 'Changed Mail From A Higher Cost Royal Mail Product To A Lower Cost Royal Mail Product (Such As 1St Class Mail To 2Nd Class Mail)'? Base: All Respondents Who Have Changed Royal Mail Services

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
*b
*a
*b
*a
*e
*d
*c
*b
*a
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
2
3
-
5
1
-
-
1
12
-
2
2
2
1
2
5
14
Unweighted total
1
3
-
3
1
-
-
*
12
-
1
*
3
2
2
4
13
Weighted total Due to internal cost
-
3
-
3
1
-
-
-
3
-
1
-
1
2
-
-
4
cutting
-%
96%
-%
77%
100%
-%
-%
-%
26%
-%
92%
-%
42%
100%
-%
-%
33%
*
-
-
*
-
-
-
-
2
-
-
-
-
-
2
1
2
Cost implications
72%
-%
-%
14%
-%
-%
-%
-%
20%
-%
-%
-%
-%
-%
79%
13%
18%
-
*
-
*
-
-
-
-
2
-
*
*
-
-
-
2
2
Price increases
-%
4%
-%
3%
-%
-%
-%
-%
20%
-%
8%
43%
-%
-%
-%
47%
18%
First class is not much
-
-
-
-
-
-
-
-
2
-
-
-
-
-
2
*
2
quicker than second
-%
-%
-%
-%
-%
-%
-%
-%
19%
-%
-%
-%
-%
-%
79%
11%
17%
Changes in the type of
*
-
-
*
-
-
-
*
1
-
-
*
-
-
*
-
1
mail sent
28%
-%
-%
6%
-%
-%
-%
100%
5%
-%
-%
100%
-%
-%
21%
-%
6%
Better quality of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
service
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
3
-
-
-
2
-
-
1
3
Other
-%
-%
-%
-%
-%
-%
-%
-%
27%
-%
-%
-%
58%
-%
-%
31%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QV7cii. And why has your organisation 'changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product (such as 1st class mail to 2nd class mail)'?
Base: All respondents who have changed Royal Mail Services
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
*b
*a
*c
*b
*a
*f
*e
*d
*c
*b
*a
*c
*b
*a
Significance Level: 95%
10
11
4
11
8
12
6
8
14
11
14
8
1
5
14
Unweighted total
7
9
3
9
9
12
5
7
13
11
13
7
2
4
13
Weighted total Due to internal cost
4
4
3
4
1
4
3
1
4
3
4
1
2
1
4
cutting
61%
49%
81%
49%
14%
37%
58%
18%
33%
27%
33%
18%
100%
31%
33%
1
2
-
2
2
2
-
2
2
2
2
1
-
2
2
Cost implications
8%
27%
-%
27%
20%
19%
-%
32%
18%
20%
18%
8%
-%
42%
18%
*
*
*
*
2
2
*
*
2
2
2
2
-
-
2
Price increases
3%
3%
3%
3%
26%
20%
5%
4%
18%
21%
18%
32%
-%
-%
18%
First class is not much
-
2
-
2
2
2
-
2
2
2
2
-
-
2
2
quicker than second
-%
20%
-%
20%
25%
19%
-%
25%
17%
16%
17%
-%
-%
54%
17%
Changes in the type of
1
1
*
1
*
1
*
*
1
1
1
*
-
1
1
mail sent
11%
9%
15%
9%
2%
7%
6%
5%
6%
7%
6%
2%
-%
16%
6%
Better quality of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
service
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1
1
-
1
3
2
2
3
3
3
3
3
-
-
3
Other
20%
16%
-%
16%
34%
15%
34%
44%
24%
27%
24%
44%
-%
-%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv7Cii. And Why Has Your Organisation 'Changed Mail From A Higher Cost Royal Mail Product To A Lower Cost Royal Mail Product (Such As 1St Class Mail To 2Nd Class Mail)'? Base: All Respondents Who Have Changed Royal Mail Services

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
*c
*b
*a
*c
*b
*a
*f
*e
*d
*c
*b
*a
*c
*b
*a
Significance Level: 95%
8
3
3
5
14
10
-
14
14
14
14
14
-
14
14
14
Unweighted total
8
2
3
3
13
11
-
13
13
13
13
13
-
13
13
13
Weighted total Due to internal cost
2
1
1
3
4
4
-
4
4
4
4
4
-
4
4
4
cutting
21%
68%
42%
78%
33%
42%
-%
33%
33%
33%
33%
33%
-%
33%
33%
33%
2
-
-
-
2
2
-
2
2
2
2
2
-
2
2
2
Cost implications
28%
-%
-%
-%
18%
17%
-%
18%
18%
18%
18%
18%
-%
18%
18%
18%
2
*
-
*
2
*
-
2
2
2
2
2
-
2
2
2
Price increases
27%
7%
-%
8%
18%
1%
-%
18%
18%
18%
18%
18%
-%
18%
18%
18%
First class is not much
2
-
*
-
2
2
-
2
2
2
2
2
-
2
2
2
quicker than second
21%
-%
16%
-%
17%
22%
-%
17%
17%
17%
17%
17%
-%
17%
17%
17%
Changes in the type of
*
1
-
1
1
1
-
1
1
1
1
1
-
1
1
1
mail sent
2%
32%
-%
19%
6%
6%
-%
6%
6%
6%
6%
6%
-%
6%
6%
6%
Better quality of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
service
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
-
1
-
3
3
-
3
3
3
3
3
-
3
3
3
Other
23%
-%
42%
-%
24%
29%
-%
24%
24%
24%
24%
24%
-%
24%
24%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Table 28  (continuation)                                                                                                                                                                        Page 292
QV7cii. And why has your organisation 'changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product (such as 1st class mail to 2nd class mail)'?

Base: All respondents who have changed Royal Mail Services

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
*a
*b
*a
*b
*a
*b
*a
*b
*a
*c
*b
*a
Significance Level: 95%
-
4
11
3
-
10
1
13
2
12
12
1
1
14
Unweighted total
-
2
10
4
-
9
*
13
1
13
10
2
1
13
Weighted total
Due to internal cost
-
1
1
3
-
4
-
4
-
4
1
2
1
4
cutting
-%
62%
13%
87%
-%
50%
-%
33%
-%
35%
13%
100%
100%
33%
-
*
2
-
-
2
-
2
*
2
2
-
-
2
Cost implications
-%
23%
24%
-%
-%
27%
-%
18%
72%
15%
23%
-%
-%
18%
-
*
2
-
-
*
*
2
-
2
2
-
-
2
Price increases
-%
5%
24%
-%
-%
1%
100%
17%
-%
19%
23%
-%
-%
18%
First class is not much
-
-
2
-
-
2
-
2
-
2
2
-
-
2
quicker than second
-%
-%
23%
-%
-%
20%
-%
17%
-%
18%
22%
-%
-%
17%
Changes in the type of
-
*
*
*
-
1
*
1
*
1
1
-
-
1
mail sent
-%
9%
3%
13%
-%
8%
100%
5%
28%
5%
8%
-%
-%
6%
Better quality of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
service
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
3
-
-
1
-
3
-
3
3
-
-
3
Other
-%
-%
33%
-%
-%
16%
-%
24%
-%
25%
31%
-%
-%
24%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV7cii. And why has your organisation 'changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product (such as 1st class mail to 2nd class mail)'?
Base: All respondents who have changed Royal Mail Services
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
*d
*c
*b
*a
Significance Level: 95%
3
2
5
4
14
Unweighted total
4
1
4
5
13
Weighted total Due to internal cost
-
-
3
1
4
cutting
-%
-%
88%
25%
33%
2
*
-
*
2
Cost implications
44%
19%
-%
9%
18%
-
-
*
2
2
Price increases
-%
-%
7%
41%
18%
First class is not much
2
-
-
-
2
quicker than second
56%
-%
-%
-%
17%
Changes in the type of
-
*
*
-
1
mail sent
-%
81%
9%
-%
6%
Better quality of
-
-
-
-
-
service
-%
-%
-%
-%
-%
Became more aware of
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
2
*
-
1
3
Other
44%
19%
-%
25%
24%
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d
Q7bi. And why as your organisation changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product?
Base: All respondents who have changed from a lower cost Royal Mail Product to a higher cost Royal Mail Product

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
*m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
22
4
4
5
2
3
2
3
7
1
-
2
2
35
Unweighted total
31
2
2
1
1
6
4
5
7
1
-
4
2
36
Weighted total Better quality of
13
*
1
1
-
4
4
-
3
-
-
-
2
15
service
40%
25%
62%
83%
-%
67%
100%
-%
41%
-%
-%
-%
100%
42%
5
*
*
-
*
-
-
4
-
1
-
-
-
6
Price increases
16%
25%
7%
-%
13%
-%
-%
67%
-%
100%
-%
-%
-%
16%
First class is not much
2
*
-
*
-
2
-
-
-
-
-
-
-
3
quicker than second
7%
25%
-%
8%
-%
33%
-%
-%
-%
-%
-%
-%
-%
8%
2
-
*
-
-
-
-
-
-
-
-
2
-
3
Cost implications
7%
-%
31%
-%
-%
-%
-%
-%
-%
-%
-%
50%
-%
7%
Changes in the type of
2
*
-
-
-
-
-
2
-
-
-
-
-
2
mail sent
6%
25%
-%
-%
-%
-%
-%
33%
-%
-%
-%
-%
-%
6%
Due to internal cost
*
-
-
-
-
-
-
-
*
-
-
-
-
*
cutting
1%
-%
-%
-%
-%
-%
-%
-%
3%
-%
-%
-%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
9
-
*
*
1
-
-
-
5
-
-
2
-
9
Other
28%
-%
31%
8%
87%
-%
-%
-%
78%
-%
-%
50%
-%
26%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
Q7bi. And why as your organisation changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product?
Base: All respondents who have changed from a lower cost Royal Mail Product to a higher cost Royal Mail Product
|                                                   |           |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *d                                                | *c        | *b        | *a        | *b     |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                | *a        | *f        | *e        | *d     | *c  | *b    | *a    |     |      |                       |            |            |                 |
| Significance Level: 95%                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 5         | 2         | 24        | 4      | 31  | 11    | 24    | 8   | -    | 1                     | -          | 7          | 27              |
| 35                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 7         | 1         | 25        | 3      | 33  | 14    | 22    | 1   | -    | *                     | -          | 1          | 35              |
| 36                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Better quality of                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 2         | -         | 12        | *      | 15  | 11    | 4     | *   | -    | -                     | -          | *          | 15              |
| 15                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| service                                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 41%                                               | 26%       | -%        | 48%       | 3%     | 46% | 75%   | 21%   | 38% | -%   | -%                    | -%         | 46%        | 42%             |
| 42%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 4         | 1         | 1         | 3      | 3   | -     | 6     | *   | -    | *                     | -          | *          | 5               |
| 6                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Price increases                                   |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 49%       | 100%      | 6%        | 93%    | 8%  | -%    | 26%   | 26% | -%   | 100%                  | -%         | 11%        | 15%             |
| 16%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| First class is not much                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | -         | 2         | -      | 3   | *     | 3     | *   | -    | -                     | -          | *          | 3               |
| 3                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| quicker than second                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 19%                                               | -%        | -%        | 9%        | -%     | 8%  | 1%    | 12%   | 10% | -%   | -%                    | -%         | 11%        | 7%              |
| 8%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 3         | -      | 3   | -     | 3     | -   | -    | -                     | -          | -          | 3               |
| 3                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Cost implications                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 10%       | -%     | 8%  | -%    | 12%   | -%  | -%   | -%                    | -%         | -%         | 7%              |
| 7%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Changes in the type of                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | -         | *         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| mail sent                                         |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 25%       | -%        | 2%        | -%     | 7%  | -%    | 10%   | -%  | -%   | -%                    | -%         | -%         | 7%              |
| 6%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Due to internal cost                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | *         | -      | *   | -     | *     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| cutting                                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 1%        | -%     | 1%  | -%    | 1%    | 16% | -%   | -%                    | -%         | 20%        | -%              |
| 1%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Became more aware of                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| alternatives                                      |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | -         | 8         | *      | 9   | 5     | 4     | *   | -    | -                     | -          | *          | 9               |
| 9                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 41%                                               | -%        | -%        | 33%       | 3%     | 28% | 37%   | 19%   | 26% | -%   | -%                    | -%         | 31%        | 26%             |
| 26%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
Q7bi. And why as your organisation changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product?
Base: All respondents who have changed from a lower cost Royal Mail Product to a higher cost Royal Mail Product
Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
*b
*a
*b
*a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
5
7
1
11
1
1
-
3
30
-
4
3
5
4
5
14
35
Unweighted total
4
7
1
10
1
2
-
2
31
-
2
2
6
6
5
15
36
Weighted total Better quality of
*
2
-
2
1
2
-
*
12
-
1
*
2
2
4
5
15
service
11%
23%
-%
21%
100%
100%
-%
5%
39%
-%
70%
7%
39%
34%
77%
36%
42%
*
2
-
2
-
-
-
2
4
-
-
2
*
2
-
1
6
Price increases
4%
26%
-%
20%
-%
-%
-%
95%
12%
-%
-%
93%
8%
30%
-%
9%
16%
First class is not much
2
*
-
2
-
-
-
-
3
-
1
-
-
-
-
2
3
quicker than second
50%
2%
-%
23%
-%
-%
-%
-%
9%
-%
30%
-%
-%
-%
-%
14%
8%
-
2
-
2
-
-
-
-
3
-
-
-
-
2
*
-
3
Cost implications
-%
31%
-%
21%
-%
-%
-%
-%
8%
-%
-%
-%
-%
36%
9%
-%
7%
Changes in the type of
-
-
-
-
-
-
-
-
2
-
-
-
2
-
*
-
2
mail sent
-%
-%
-%
-%
-%
-%
-%
-%
7%
-%
-%
-%
31%
-%
9%
-%
6%
Due to internal cost
*
-
-
*
-
-
-
-
*
-
-
-
-
-
*
-
*
cutting
4%
-%
-%
2%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
4%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
1
1
2
-
-
-
-
9
-
-
-
1
*
-
8
9
Other
42%
21%
100%
20%
-%
-%
-%
-%
31%
-%
-%
-%
22%
3%
-%
53%
26%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
Q7bi. And why as your organisation changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product?
Base: All respondents who have changed from a lower cost Royal Mail Product to a higher cost Royal Mail Product
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
*b
*a
*c
b
*a
*f
*e
*d
c
*b
a
*c
*b
*a
Significance Level: 95%
22
29
9
30
19
28
14
20
34
23
34
16
3
16
35
Unweighted total
20
27
7
29
22
29
15
21
36
24
36
16
3
16
36
Weighted total Better quality of
6
12
3
12
8
12
7
6
15
11
15
6
3
6
15
service
28%
45%
44%
43%
36%
42%
43%
28%
42%
49%
42%
38%
100%
34%
42%
6
4
*
6
2
6
2
6
6
4
6
4
-
2
6
Price increases
27%
14%
6%
19%
10%
19%
13%
27%
16%
18%
16%
25%
-%
10%
16%
First class is not much
2
3
1
3
3
3
2
3
3
1
3
1
-
2
3
quicker than second
11%
10%
8%
9%
12%
9%
15%
13%
8%
3%
8%
4%
-%
13%
8%
2
3
-
3
2
3
3
-
3
2
3
2
-
*
3
Cost implications
10%
9%
-%
9%
10%
9%
17%
-%
7%
9%
7%
13%
-%
3%
7%
Changes in the type of
*
*
*
*
2
2
2
2
2
2
2
2
-
*
2
mail sent
2%
2%
6%
2%
8%
8%
12%
9%
6%
10%
6%
11%
-%
3%
6%
Due to internal cost
*
*
-
*
*
*
-
*
*
*
*
*
-
-
*
cutting
1%
1%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
-%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
6
7
3
7
5
6
1
5
9
5
9
2
1
6
9
Other
29%
26%
37%
25%
23%
19%
10%
26%
26%
19%
26%
11%
41%
38%
26%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
Q7bi. And why as your organisation changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product?
Base: All respondents who have changed from a lower cost Royal Mail Product to a higher cost Royal Mail Product
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
*c
*b
*a
*c
b
*a
*f
e
d
c
b
a
*c
b
*a
Significance Level: 95%
23
5
7
9
35
21
-
35
30
35
33
34
-
35
14
35
Unweighted total
23
4
8
8
36
23
-
36
31
36
35
35
-
36
13
36
Weighted total Better quality of
9
2
4
3
15
10
-
15
13
15
15
14
-
15
8
15
service
39%
57%
42%
45%
42%
43%
-%
42%
41%
42%
43%
40%
-%
42%
61%
42%
4
-
2
2
6
6
-
6
6
6
6
6
-
6
*
6
Price increases
17%
-%
21%
30%
16%
24%
-%
16%
18%
16%
16%
16%
-%
16%
1%
16%
First class is not much
2
-
*
*
3
1
-
3
3
3
3
3
-
3
*
3
quicker than second
10%
-%
6%
1%
8%
3%
-%
8%
9%
8%
8%
8%
-%
8%
1%
8%
3
-
-
-
3
-
-
3
-
3
2
3
-
3
-
3
Cost implications
11%
-%
-%
-%
7%
-%
-%
7%
-%
7%
6%
8%
-%
7%
-%
7%
Changes in the type of
2
*
-
*
2
2
-
2
2
2
2
2
-
2
2
2
mail sent
8%
12%
-%
6%
6%
10%
-%
6%
7%
6%
6%
7%
-%
6%
17%
6%
Due to internal cost
*
-
-
-
*
-
-
*
-
*
*
*
-
*
-
*
cutting
1%
-%
-%
-%
1%
-%
-%
1%
-%
1%
1%
1%
-%
1%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
5
1
3
1
9
6
-
9
9
9
9
8
-
9
3
9
Other
24%
31%
31%
20%
26%
27%
-%
26%
30%
26%
27%
23%
-%
26%
24%
26%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
Q7bi. And why as your organisation changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product?
Base: All respondents who have changed from a lower cost Royal Mail Product to a higher cost Royal Mail Product
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
*a
*b
*a
*b
*a
*b
a
*b
*a
*c
*b
*a
Significance Level: 95%
-
10
25
10
-
23
4
31
8
27
28
3
4
35
Unweighted total
-
8
25
10
-
21
2
33
4
32
26
4
6
36
Weighted total
Better quality of
-
1
11
4
-
9
1
14
1
14
11
2
1
15
service
-%
10%
45%
34%
-%
43%
46%
42%
36%
43%
44%
56%
22%
42%
-
*
2
4
-
4
-
6
1
5
3
2
1
6
Price increases
-%
2%
8%
34%
-%
21%
-%
17%
19%
15%
10%
44%
22%
16%
First class is not much
-
2
*
3
-
1
-
3
-
3
1
-
2
3
quicker than second
-%
28%
*%
25%
-%
3%
-%
8%
-%
8%
2%
-%
35%
8%
-
2
3
-
-
*
-
3
*
2
3
-
-
3
Cost implications
-%
26%
10%
-%
-%
2%
-%
8%
12%
7%
10%
-%
-%
7%
Changes in the type of
-
-
2
*
-
*
-
2
-
2
2
-
-
2
mail sent
-%
-%
7%
5%
-%
2%
-%
7%
-%
7%
9%
-%
-%
6%
Due to internal cost
-
*
-
*
-
-
-
*
-
*
*
-
-
*
cutting
-%
2%
-%
2%
-%
-%
-%
1%
-%
1%
1%
-%
-%
1%
Became more aware of
-
-
-
-
-
-
-
-
-
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
3
9
-
-
8
1
8
2
8
8
-
1
9
Other
-%
40%
37%
-%
-%
38%
54%
24%
44%
24%
31%
-%
22%
26%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
Q7bi. And why as your organisation changed mail from a lower cost Royal Mail product to a higher cost Royal Mail product?
Base: All respondents who have changed from a lower cost Royal Mail Product to a higher cost Royal Mail Product
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
*d
*c
*b
*a
Significance Level: 95%
6
8
11
10
35
Unweighted total
8
6
10
13
36
Weighted total Better quality of
3
2
4
6
15
service
35%
41%
39%
49%
42%
1
*
2
2
6
Price increases
16%
9%
22%
14%
16%
First class is not much
-
*
2
-
3
quicker than second
-%
9%
23%
-%
8%
-
*
-
2
3
Cost implications
-%
9%
-%
17%
7%
Changes in the type of
2
*
-
-
2
mail sent
23%
9%
-%
-%
6%
Due to internal cost
-
-
*
-
*
cutting
-%
-%
2%
-%
1%
Became more aware of
-
-
-
-
-
alternatives
-%
-%
-%
-%
-%
2
1
1
5
9
Other
27%
25%
14%
36%
26%
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d
Q7bii. And why as your organisation changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product?
Base: All respondents who have changed from a higher cost Royal Mail Product to a lower cost Royal Mail Product

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
*h
*g
f
*e
*d
*c
*b
*a
Significance Level: 95%
170
30
38
38
11
19
20
37
20
18
12
18
15
276
Unweighted total
219
11
15
16
10
28
23
53
23
16
17
31
20
261
Weighted total
183
9
13
14
8
26
15
44
17
14
16
27
15
219
Price increases
83%
80%
89%
90%
83%
95%
68%
83%
77%
90%
99%
86%
72%
84%
Due to internal cost
38
1
2
2
-
3
4
11
5
4
*
4
7
43
cutting
17%
10%
11%
15%
-%
11%
16%
20%
23%
25%
1%
14%
37%
17%
First class is not much
11
-
1
1
-
*
4
4
-
1
2
-
*
14
quicker than second
5%
-%
10%
9%
-%
1%
16%
7%
-%
8%
11%
-%
1%
5%
7
*
1
*
*
*
4
2
1
-
-
-
-
9
Cost implications
3%
4%
4%
1%
2%
1%
16%
4%
6%
-%
-%
-%
-%
3%
Changes in the type of
3
1
*
*
*
-
-
-
1
-
-
-
2
6
mail sent
2%
13%
3%
3%
2%
-%
-%
-%
6%
-%
-%
-%
10%
2%
fm
Better quality of
5
-
-
*
1
-
4
-
-
-
-
-
-
5
service
2%
-%
-%
3%
13%
-%
16%
-%
-%
-%
-%
-%
-%
2%
Became more aware of
3
*
-
1
-
-
-
2
1
-
-
-
-
4
alternatives
1%
1%
-%
6%
-%
-%
-%
3%
6%
-%
-%
-%
-%
2%
10
1
*
1
-
*
*
4
1
*
*
2
2
11
Other
4%
6%
1%
4%
-%
1%
1%
7%
6%
1%
1%
7%
9%
4%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
Q7bii. And why as your organisation changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product?
Base: All respondents who have changed from a higher cost Royal Mail Product to a lower cost Royal Mail Product
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | a                       | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 33                                                | 26        | 56                      | 161       | 20     | 256 | 95    | 181   | 74  | 6    | 8                     | 17         | 43         | 202             |
| 276                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 24                                                | 18        | 42                      | 177       | 10     | 250 | 89    | 171   | 12  | 1    | 1                     | 3          | 7          | 248             |
| 261                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 16                                                | 13        | 39                      | 152       | 10     | 209 | 70    | 149   | 9   | 1    | 1                     | 2          | 6          | 210             |
| 219                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Price increases                                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 67%                                               | 71%       | 92%                     | 86%       | 95%    | 84% | 79%   | 87%   | 73% | 73%  | 63%                   | 55%        | 82%        | 85%             |
| 84%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | f                       |           |        |     |       |       |     |      |                       |            |            |                 |
| Due to internal cost                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 4         | 6                       | 27        | *      | 43  | 21    | 23    | 2   | *    | *                     | 1          | 1          | 42              |
| 43                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cutting                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 25%                                               | 20%       | 15%                     | 15%       | 5%     | 17% | 24%   | 13%   | 14% | 12%  | 12%                   | 21%        | 12%        | 17%             |
| 17%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| First class is not much                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 3         | *                       | 9         | *      | 14  | 5     | 9     | 1   | -    | -                     | *          | *          | 13              |
| 14                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| quicker than second                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | 15%       | *%                      | 5%        | 1%     | 5%  | 5%    | 5%    | 5%  | -%   | -%                    | 11%        | 4%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | *                       | 8         | *      | 9   | 4     | 5     | 1   | *    | -                     | *          | 1          | 8               |
| 9                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Cost implications                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 2%        | 1%                      | 4%        | 1%     | 3%  | 4%    | 3%    | 8%  | 12%  | -%                    | 8%         | 9%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Changes in the type of                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 1                       | 2         | -      | 6   | 2     | 4     | *   | -    | *                     | -          | *          | 5               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| mail sent                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 3%        | 3%                      | 1%        | -%     | 2%  | 3%    | 2%    | 3%  | -%   | 16%                   | -%         | 2%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Better quality of                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | *                       | 3         | -      | 5   | 4     | 2     | -   | -    | -                     | -          | -          | 5               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| service                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | -%        | 1%                      | 2%        | -%     | 2%  | 4%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Became more aware of                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | *                       | 4         | -      | 4   | 1     | 3     | *   | -    | *                     | -          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| alternatives                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | 1%                      | 2%        | -%     | 2%  | 1%    | 2%    | 1%  | -%   | 9%                    | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | *                       | 8         | *      | 11  | 2     | 9     | 1   | *    | -                     | *          | 1          | 10              |
| 11                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | 12%       | *%                      | 5%        | 2%     | 4%  | 3%    | 5%    | 10% | 15%  | -%                    | 15%        | 9%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

## Q7Bii. And Why As Your Organisation Changed Mail From A Higher Cost Royal Mail Product To A Lower Cost Royal Mail Product? Base: All Respondents Who Have Changed From A Higher Cost Royal Mail Product To A Lower Cost Royal Mail Product

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
d
c
b
a
Significance Level: 95%
36
41
21
56
6
12
9
18
231
3
18
26
48
42
62
77
276
Unweighted total
39
35
26
48
11
11
5
17
217
2
9
14
40
46
63
88
261
Weighted total
35
26
26
35
8
7
5
14
185
2
3
10
31
41
54
77
219
Price increases
92%
73%
100%
73%
72%
63%
100%
83%
85%
89%
37%
77%
80%
90%
86%
87%
84%
a
Due to internal cost
7
11
4
13
3
2
*
2
35
-
6
3
7
16
4
8
43
cutting
18%
31%
17%
28%
31%
19%
7%
14%
16%
-%
66%
21%
17%
36%
6%
9%
17%
abd
First class is not much
*
4
*
4
-
4
*
-
10
-
*
2
2
2
4
4
14
quicker than second
1%
11%
2%
8%
-%
33%
3%
-%
5%
-%
2%
17%
6%
4%
6%
4%
5%
*
1
-
1
-
-
-
*
8
*
-
*
-
2
4
3
9
Cost implications
1%
2%
-%
2%
-%
-%
-%
2%
4%
11%
-%
2%
-%
4%
6%
3%
3%
Changes in the type of
2
2
*
4
-
2
-
1
3
-
-
2
2
-
*
1
6
mail sent
5%
6%
2%
8%
-%
16%
-%
4%
2%
-%
-%
16%
6%
-%
1%
1%
2%
Better quality of
-
2
-
2
2
-
-
-
4
-
-
-
2
-
3
-
5
service
-%
5%
-%
4%
16%
-%
-%
-%
2%
-%
-%
-%
6%
-%
5%
-%
2%
a
Became more aware of
-
-
-
-
-
*
-
-
4
-
*
-
*
2
2
-
4
alternatives
-%
-%
-%
-%
-%
1%
-%
-%
2%
-%
1%
-%
1%
4%
3%
-%
2%
*
1
-
1
-
*
-
*
11
-
*
*
2
-
3
6
11
Other
1%
2%
-%
2%
-%
1%
-%
1%
5%
-%
1%
1%
6%
-%
4%
7%
4%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
Q7bii. And why as your organisation changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product?
Base: All respondents who have changed from a higher cost Royal Mail Product to a lower cost Royal Mail Product
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
258
202
60
263
134
234
93
147
268
188
266
100
58
117
276
Unweighted total
242
188
47
247
123
222
72
131
255
171
251
97
53
109
261
Weighted total
209
155
35
212
105
188
54
112
215
142
212
76
47
94
219
Price increases
86%
83%
76%
86%
86%
85%
75%
86%
85%
83%
84%
78%
89%
87%
84%
e
e
e
e
Due to internal cost
42
34
10
42
14
39
18
19
42
31
42
19
9
15
43
cutting
17%
18%
22%
17%
11%
18%
25%
15%
17%
18%
17%
20%
17%
14%
17%
First class is not much
11
11
2
13
6
10
6
7
14
10
14
8
-
6
14
quicker than second
5%
6%
4%
5%
5%
4%
9%
5%
5%
6%
5%
8%
-%
5%
5%
b
7
7
1
9
3
7
2
4
9
4
9
5
*
4
9
Cost implications
3%
4%
2%
3%
2%
3%
3%
3%
3%
2%
3%
5%
1%
3%
3%
Changes in the type of
6
5
4
6
3
5
1
5
6
5
4
2
*
3
6
mail sent
2%
3%
8%
2%
2%
2%
2%
4%
2%
3%
2%
2%
1%
3%
2%
b
Better quality of
5
4
2
5
2
4
2
2
5
2
5
4
*
1
5
service
2%
2%
4%
2%
1%
2%
2%
1%
2%
1%
2%
4%
1%
1%
2%
Became more aware of
4
1
*
4
*
4
1
1
4
3
4
-
2
2
4
alternatives
2%
1%
*%
2%
*%
2%
1%
*%
2%
2%
2%
-%
4%
2%
2%
5
5
1
5
5
7
4
5
9
8
9
6
*
4
11
Other
2%
3%
2%
2%
4%
3%
5%
4%
3%
5%
3%
7%
1%
4%
4%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
Q7bii. And why as your organisation changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product?
Base: All respondents who have changed from a higher cost Royal Mail Product to a lower cost Royal Mail Product
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
*a
c
b
a
*f
e
d
c
b
a
*c
*b
a
Significance Level: 95%
183
66
26
80
274
181
-
275
231
274
248
272
-
14
276
276
Unweighted total
180
55
26
60
259
168
-
259
213
258
231
257
-
13
261
261
Weighted total
155
47
16
45
217
132
-
217
175
217
193
215
-
2
219
219
Price increases
86%
85%
64%
75%
84%
78%
-%
84%
82%
84%
83%
84%
-%
18%
84%
84%
Due to internal cost
28
8
8
16
43
35
-
43
39
43
35
43
-
4
43
43
cutting
15%
14%
32%
27%
17%
21%
-%
17%
18%
17%
15%
17%
-%
33%
17%
17%
First class is not much
11
-
2
2
14
8
-
14
10
14
14
14
-
2
14
14
quicker than second
6%
-%
9%
3%
5%
5%
-%
5%
5%
5%
6%
5%
-%
17%
5%
5%
b
6
2
*
2
9
8
-
9
6
9
7
9
-
2
9
9
Cost implications
4%
4%
*%
4%
3%
5%
-%
3%
3%
3%
3%
3%
-%
18%
3%
3%
Changes in the type of
1
2
2
3
6
5
-
6
6
6
6
6
-
1
6
6
mail sent
1%
4%
9%
6%
2%
3%
-%
2%
3%
2%
3%
2%
-%
6%
2%
2%
Better quality of
4
1
-
2
5
5
-
5
5
5
3
5
-
-
5
5
service
2%
2%
-%
3%
2%
3%
-%
2%
2%
2%
1%
2%
-%
-%
2%
2%
Became more aware of
1
4
-
2
4
3
-
4
2
4
3
4
-
-
4
4
alternatives
*%
7%
-%
3%
2%
2%
-%
2%
1%
2%
1%
2%
-%
-%
2%
2%
c
7
2
2
1
11
8
-
11
11
11
11
11
-
3
11
11
Other
4%
4%
6%
2%
4%
5%
-%
4%
5%
4%
5%
4%
-%
24%
4%
4%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
Q7bii. And why as your organisation changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product?
Base: All respondents who have changed from a higher cost Royal Mail Product to a lower cost Royal Mail Product
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
1
69
181
95
33
155
16
260
73
203
220
21
33
276
Unweighted total
1
66
175
85
26
152
15
246
76
184
209
17
34
261
Weighted total
1
54
153
66
22
126
15
204
73
146
180
9
29
219
Price increases
100%
82%
87%
77%
84%
83%
100%
83%
96%
79%
86%
54%
87%
84%
a
a
Due to internal cost
-
17
31
13
4
33
*
43
6
38
31
7
6
43
cutting
-%
25%
17%
15%
15%
22%
3%
18%
8%
20%
15%
39%
17%
17%
b
First class is not much
-
4
9
5
2
9
-
14
1
13
11
*
2
14
quicker than second
-%
7%
5%
6%
7%
6%
-%
6%
1%
7%
5%
3%
5%
5%
-
1
6
2
*
7
-
9
1
8
7
*
1
9
Cost implications
-%
2%
4%
3%
1%
4%
-%
4%
1%
4%
3%
1%
4%
3%
Changes in the type of
-
4
2
4
-
3
*
6
2
3
4
-
2
6
mail sent
-%
6%
1%
4%
-%
2%
1%
2%
3%
2%
2%
-%
5%
2%
Better quality of
-
2
2
4
2
2
-
5
-
5
4
2
-
5
service
-%
3%
1%
4%
7%
1%
-%
2%
-%
3%
2%
11%
-%
2%
a
Became more aware of
-
-
2
2
4
*
-
4
*
4
4
1
-
4
alternatives
-%
-%
1%
2%
14%
*%
-%
2%
1%
2%
2%
3%
-%
2%
a
-
1
9
2
2
3
-
11
1
10
11
*
-
11
Other
-%
1%
5%
2%
8%
2%
-%
4%
1%
6%
5%
1%
-%
4%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
Q7bii. And why as your organisation changed mail from a higher cost Royal Mail product to a lower cost Royal Mail product?
Base: All respondents who have changed from a higher cost Royal Mail Product to a lower cost Royal Mail Product
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
58
51
80
87
276
Unweighted total
55
55
80
70
261
Weighted total
46
48
70
54
219
Price increases
83%
88%
88%
77%
84%
Due to internal cost
6
8
13
17
43
cutting
10%
14%
17%
24%
17%
d
First class is not much
7
*
6
-
14
quicker than second
13%
*%
8%
-%
5%
ac
a
4
*
-
5
9
Cost implications
6%
*%
-%
7%
3%
b
b
Changes in the type of
2
1
*
2
6
mail sent
4%
2%
*%
3%
2%
Better quality of
-
-
-
5
5
service
-%
-%
-%
8%
2%
bcd
Became more aware of
*
1
*
2
4
alternatives
1%
2%
1%
3%
2%
3
2
*
5
11
Other
5%
4%
1%
8%
4%
b
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d

## Qv8. Do You Use Any Of The Following Royal Mail Products To Send Your Bulk Mailings? Base: All Respondents Who Send Bulk Mail Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
*e
d
*c
b
*a
Significance Level: 95%
288
52
46
58
29
35
31
58
25
38
23
31
18
444
Unweighted total
323
15
15
21
24
56
41
68
20
29
26
42
16
375
Weighted total
8
*
1
1
1
2
-
-
-
-
*
5
-
10
Packetpost
3%
1%
9%
3%
5%
4%
-%
-%
-%
-%
1%
11%
-%
3%
fm
dfm
4
*
1
-
-
-
-
*
-
2
2
-
-
5
PPI 2nd Class
1%
3%
5%
-%
-%
-%
-%
*%
-%
6%
7%
-%
-%
1%
m
4
-
-
-
-
-
-
2
1
-
-
*
-
4
Presstream 2
1%
-%
-%
-%
-%
-%
-%
3%
6%
-%
-%
1%
-%
1%
3
-
-
-
1
-
-
*
-
1
-
-
-
3
PPI 1st Class
1%
-%
-%
-%
6%
-%
-%
*%
-%
4%
-%
-%
-%
1%
2
-
*
-
-
-
-
2
-
-
-
*
-
3
Mailsort 3
1%
-%
3%
-%
-%
-%
-%
3%
-%
-%
-%
1%
-%
1%
2
-
*
-
-
-
-
2
-
-
-
-
-
2
Mailsort 2
1%
-%
3%
-%
-%
-%
-%
3%
-%
-%
-%
-%
-%
1%
Royal Mail International
1
-
*
-
-
-
-
-
-
1
-
-
-
1
Bulk Mail
*%
-%
1%
-%
-%
-%
-%
-%
-%
4%
-%
-%
-%
*%
m
*
-
*
-
-
-
-
-
-
-
*
-
-
1
Packetsort
*%
-%
3%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
*%
m
*
-
*
-
-
-
-
-
-
-
*
-
-
1
Sustainable Mail
*%
-%
3%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
*%
m
*
-
*
-
-
-
-
-
-
-
-
*
-
*
Cleanmail
*%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
*%
-
-
*
*
-
-
-
-
-
-
-
-
-
*
Cleanmail Advance
-%
-%
1%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
m
*
-
-
-
-
-
-
-
-
-
*
-
-
*
Responsible Mail
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cleanmail Plus
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Presstream 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Big Book and Royal Mail
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Heavyweight
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 1st Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 2nd Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mailsort 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
*e
d
*c
b
*a
Significance Level: 95%
288
52
46
58
29
35
31
58
25
38
23
31
18
444
Unweighted total
323
15
15
21
24
56
41
68
20
29
26
42
16
375
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mail Media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Other (DO NOT READ OUT,
9
*
-
2
*
2
*
2
-
4
-
-
-
10
PLEASE SPECIFY)
3%
1%
-%
8%
1%
4%
*%
3%
-%
15%
-%
-%
-%
3%
bfgklm
None of these (DO NOT
293
14
13
18
23
52
41
62
19
22
22
37
16
338
READ OUT)
91%
92%
85%
86%
93%
92%
100%
91%
93%
75%
85%
87%
100%
90%
d
d
bdjk
d
Don't Know (DO NOT READ
4
*
*
*
-
-
-
2
*
-
2
-
-
5
OUT)
1%
3%
1%
2%
-%
-%
-%
3%
1%
-%
7%
-%
-%
1%
*
-
*
*
-
-
-
-
-
-
-
*
-
1
NET: Cleanmail
*%
-%
1%
1%
-%
-%
-%
-%
-%
-%
-%
1%
-%
*%
4
-
-
-
-
-
-
2
1
-
-
*
-
4
NET: Presstream
1%
-%
-%
-%
-%
-%
-%
3%
6%
-%
-%
1%
-%
1%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
NET: Walksort
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
-
*
-
-
-
-
2
-
-
-
*
-
3
NET: Mailsort
1%
-%
3%
-%
-%
-%
-%
3%
-%
-%
-%
1%
-%
1%
5
*
1
-
1
-
-
*
-
2
2
-
-
6
NET: PPI
2%
3%
5%
-%
6%
-%
-%
*%
-%
6%
7%
-%
-%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
|                                                   |           |           |                         |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-------------------------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than               | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a                       | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 | b         | a         | Significance Level: 95% |        |     |       |       |     |      |                       |            |            |                 |
| 89                                                | 65        | 126       | 164                     | 52     | 392 | 142   | 302   | 176 | 20   | 23                    | 33         | 100        | 268             |
| 444                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 42                                                | 50        | 108       | 175                     | 21     | 354 | 117   | 258   | 29  | 3    | 4                     | 6          | 17         | 346             |
| 375                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 3         | 4         | 3                       | 3      | 8   | 4     | 6     | 1   | *    | *                     | *          | *          | 10              |
| 10                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Packetpost                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 5%        | 4%        | 2%                      | 14%    | 2%  | 4%    | 2%    | 3%  | 4%   | 3%                    | 8%         | 1%         | 3%              |
| 3%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | a         | b         |                         |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | *         | *         | -                       | -      | 5   | 1     | 4     | 1   | *    | -                     | *          | *          | 4               |
| 5                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| PPI 2nd Class                                     |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 10%                                               | 1%        | *%        | -%                      | -%     | 1%  | 1%    | 1%    | 3%  | 10%  | -%                    | 6%         | 1%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | -         | -         | -                       | -      | 4   | 2     | 2     | *   | -    | *                     | -          | *          | 3               |
| 4                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Presstream 2                                      |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | -%        | -%        | -%                      | -%     | 1%  | 2%    | 1%    | 2%  | -%   | 9%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | 1         | -                       | -      | 3   | *     | 3     | *   | -    | -                     | *          | *          | 3               |
| 3                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| PPI 1st Class                                     |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | -%        | 1%        | -%                      | -%     | 1%  | *%    | 1%    | 1%  | -%   | -%                    | 2%         | 1%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | -         | -         | -                       | *      | 2   | 3     | -     | *   | -    | *                     | -          | -          | 2               |
| 3                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Mailsort 3                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | -%        | -%        | -%                      | 2%     | 1%  | 2%    | -%    | 1%  | -%   | 9%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | -         | -                       | -      | 2   | 2     | -     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Mailsort 2                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 5%                                                | -%        | -%        | -%                      | -%     | 1%  | 2%    | -%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Royal Mail International                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 1         | *                       | *      | 1   | -     | 1     | *   | -    | *                     | -          | -          | 1               |
| 1                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Bulk Mail                                         |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 1%        | *%                      | 1%     | *%  | -%    | 1%    | *%  | -%   | 3%                    | -%         | -%         | *%              |
| *%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | *                       | *      | *   | *     | *     | *   | -    | -                     | *          | -          | *               |
| 1                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Packetsort                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | *%                      | 1%     | *%  | *%    | *%    | *%  | -%   | -%                    | 2%         | -%         | *%              |
| *%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | *         | -                       | *      | *   | *     | *     | *   | -    | -                     | *          | -          | *               |
| 1                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Sustainable Mail                                  |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | *%        | -%                      | 1%     | *%  | *%    | *%    | *%  | -%   | -%                    | 2%         | -%         | *%              |
| *%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | *         | -                       | -      | *   | -     | *     | *   | *    | -                     | -          | *          | -               |
| *                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Cleanmail                                         |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | *%        | -%                      | -%     | *%  | -%    | *%    | 1%  | 4%   | -%                    | -%         | 2%         | -%              |
| *%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | -                       | -      | *   | -     | *     | *   | *    | *                     | -          | *          | -               |
| *                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Cleanmail Advance                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | -%        | -%                      | -%     | *%  | -%    | *%    | 1%  | 4%   | 6%                    | -%         | 1%         | -%              |
| *%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | -                       | *      | -   | -     | *     | *   | -    | -                     | *          | -          | -               |
| *                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Responsible Mail                                  |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | -%                      | 1%     | -%  | -%    | *%    | *%  | -%   | -%                    | 2%         | -%         | -%              |
| *%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Cleanmail Plus                                    |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Presstream 1                                      |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Big Book and Royal Mail                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Heavyweight                                       |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Walksort 1st Class                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
|                                                   |           |           |                         |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-------------------------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than               | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a                       | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 | b         | a         | Significance Level: 95% |        |     |       |       |     |      |                       |            |            |                 |
| 89                                                | 65        | 126       | 164                     | 52     | 392 | 142   | 302   | 176 | 20   | 23                    | 33         | 100        | 268             |
| 444                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 42                                                | 50        | 108       | 175                     | 21     | 354 | 117   | 258   | 29  | 3    | 4                     | 6          | 17         | 346             |
| 375                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Walksort 2nd Class                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Mailsort 1                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Mail Media                                        |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Other (DO NOT READ OUT,                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 3         | 2         | 3                       | *      | 10  | 2     | 8     | 1   | -    | -                     | *          | 1          | 9               |
| 10                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| PLEASE SPECIFY)                                   |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | 5%        | 2%        | 2%                      | 1%     | 3%  | 2%    | 3%    | 4%  | -%   | -%                    | 3%         | 6%         | 3%              |
| 3%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| None of these (DO NOT                             |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 30                                                | 45        | 98        | 165                     | 17     | 321 | 107   | 231   | 24  | 2    | 2                     | 5          | 15         | 314             |
| 338                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| READ OUT)                                         |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 71%                                               | 89%       | 91%       | 95%                     | 82%    | 91% | 91%   | 90%   | 84% | 78%  | 69%                   | 83%        | 88%        | 91%             |
| 90%                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d         | f                       |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | *         | *         | 4                       | *      | 5   | *     | 5     | *   | *    | -                     | -          | *          | 5               |
| 5                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | *%        | *%        | 2%                      | 1%     | 1%  | *%    | 2%    | 2%  | 8%   | -%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | *         | -                       | -      | 1   | -     | 1     | 1   | *    | *                     | -          | *          | -               |
| 1                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| NET: Cleanmail                                    |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | *%        | -%                      | -%     | *%  | -%    | *%    | 3%  | 4%   | 6%                    | -%         | 3%         | -%              |
| *%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | -         | -         | -                       | -      | 4   | 2     | 2     | *   | -    | *                     | -          | *          | 3               |
| 4                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| NET: Presstream                                   |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | -%        | -%        | -%                      | -%     | 1%  | 2%    | 1%    | 2%  | -%   | 9%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -                       | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| NET: Walksort                                     |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%                      | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | -         | -         | -                       | *      | 2   | 3     | -     | *   | -    | *                     | -          | -          | 2               |
| 3                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| NET: Mailsort                                     |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | -%        | -%        | -%                      | 2%     | 1%  | 2%    | -%    | 1%  | -%   | 9%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | *         | 1         | -                       | -      | 6   | 1     | 5     | 1   | *    | -                     | *          | *          | 5               |
| 6                                                 |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| NET: PPI                                          |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| 10%                                               | 1%        | 1%        | -%                      | -%     | 2%  | 1%    | 2%    | 3%  | 10%  | -%                    | 6%         | 2%         | 2%              |
| 2%                                                |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |                         |        |     |       |       |     |      |                       |            |            |                 |

## Qv8. Do You Use Any Of The Following Royal Mail Products To Send Your Bulk Mailings? Base: All Respondents Who Send Bulk Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
78
85
42
121
23
30
30
45
316
10
53
69
100
81
68
63
444
Unweighted total
74
61
39
96
16
21
19
28
292
4
17
43
91
84
68
68
375
Weighted total
5
1
5
1
2
1
-
3
5
-
1
-
2
4
3
1
10
Packetpost
6%
2%
13%
1%
14%
3%
-%
9%
2%
-%
4%
-%
2%
4%
4%
1%
3%
a
a
2
*
*
2
2
1
*
2
*
2
1
2
*
-
-
-
5
PPI 2nd Class
3%
*%
1%
2%
10%
5%
1%
6%
*%
48%
4%
4%
1%
-%
-%
-%
1%
a
a
*
1
*
1
-
-
*
-
3
2
2
-
-
-
-
*
4
Presstream 2
1%
2%
1%
1%
-%
-%
2%
-%
1%
38%
11%
-%
-%
-%
-%
*%
1%
abcde
1
-
-
1
1
-
*
-
1
-
*
1
-
1
-
-
3
PPI 1st Class
2%
-%
-%
1%
9%
-%
1%
-%
*%
-%
1%
3%
-%
2%
-%
-%
1%
-
*
-
*
-
-
-
-
3
-
3
-
-
-
-
-
3
Mailsort 3
-%
1%
-%
1%
-%
-%
-%
-%
1%
-%
15%
-%
-%
-%
-%
-%
1%
abcde
-
*
-
*
-
-
-
-
2
-
2
-
-
-
-
-
2
Mailsort 2
-%
1%
-%
1%
-%
-%
-%
-%
1%
-%
14%
-%
-%
-%
-%
-%
1%
abcde
Royal Mail International
1
-
1
-
-
-
-
1
*
-
-
-
-
-
-
1
1
Bulk Mail
2%
-%
3%
-%
-%
-%
-%
5%
*%
-%
-%
-%
-%
-%
-%
2%
*%
a
a
*
*
1
-
-
-
-
-
1
-
-
-
-
-
*
*
1
Packetsort
*%
1%
2%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
1%
*%
*
*
*
*
-
-
-
-
1
-
*
-
-
-
*
-
1
Sustainable Mail
*%
1%
*%
1%
-%
-%
-%
-%
*%
-%
3%
-%
-%
-%
*%
-%
*%
-
*
-
*
-
-
-
-
*
*
-
*
-
-
-
-
*
Cleanmail
-%
*%
-%
*%
-%
-%
-%
-%
*%
3%
-%
1%
-%
-%
-%
-%
*%
-
*
-
*
-
*
*
*
*
*
*
-
-
-
-
-
*
Cleanmail Advance
-%
*%
-%
*%
-%
1%
1%
*%
*%
5%
1%
-%
-%
-%
-%
-%
*%
*
-
*
-
-
-
-
-
*
-
-
-
-
-
*
-
*
Responsible Mail
*%
-%
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cleanmail Plus
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Presstream 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Big Book and Royal Mail
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Heavyweight
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 1st Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 2nd Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv8. Do You Use Any Of The Following Royal Mail Products To Send Your Bulk Mailings? Base: All Respondents Who Send Bulk Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
78
85
42
121
23
30
30
45
316
10
53
69
100
81
68
63
444
Unweighted total
74
61
39
96
16
21
19
28
292
4
17
43
91
84
68
68
375
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mailsort 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mail Media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Other (DO NOT READ OUT,
2
*
2
*
2
1
*
1
6
-
*
1
5
3
-
1
10
PLEASE SPECIFY)
3%
*%
5%
*%
14%
6%
1%
4%
2%
-%
1%
2%
6%
4%
-%
2%
3%
a
b
None of these (DO NOT
63
56
29
90
9
18
18
20
272
*
12
40
83
77
65
61
338
READ OUT)
85%
92%
74%
93%
60%
88%
96%
73%
93%
8%
74%
94%
91%
92%
96%
89%
90%
b
b
b
f
f
f
f
f
Don't Know (DO NOT READ
1
2
1
2
*
-
-
*
4
*
*
-
1
*
-
4
5
OUT)
1%
3%
2%
2%
2%
-%
-%
2%
1%
3%
3%
-%
1%
*%
-%
5%
1%
c
-
*
-
*
-
*
*
*
*
*
*
*
-
-
-
-
1
NET: Cleanmail
-%
*%
-%
*%
-%
1%
1%
*%
*%
5%
1%
1%
-%
-%
-%
-%
*%
*
1
*
1
-
-
*
-
3
2
2
-
-
-
-
*
4
NET: Presstream
1%
2%
1%
1%
-%
-%
2%
-%
1%
38%
11%
-%
-%
-%
-%
*%
1%
abcde
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
NET: Walksort
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
*
-
*
-
-
-
-
3
-
3
-
-
-
-
-
3
NET: Mailsort
-%
1%
-%
1%
-%
-%
-%
-%
1%
-%
15%
-%
-%
-%
-%
-%
1%
abcde
2
*
*
2
2
1
*
2
2
2
1
2
*
1
-
-
6
NET: PPI
3%
*%
1%
2%
10%
5%
2%
6%
1%
48%
5%
4%
1%
2%
-%
-%
2%
a
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
368
364
124
430
234
397
444
290
437
341
434
193
110
139
444
Unweighted total
306
303
81
362
184
337
375
224
371
272
367
164
87
122
375
Weighted total
10
10
7
10
10
10
10
10
10
9
10
9
*
1
10
Packetpost
3%
3%
8%
3%
6%
3%
3%
4%
3%
3%
3%
6%
*%
1%
3%
b
ab
5
3
2
5
4
5
5
5
5
4
5
4
*
*
5
PPI 2nd Class
2%
1%
3%
1%
2%
1%
1%
2%
1%
1%
1%
3%
*%
*%
1%
4
4
*
4
*
4
4
2
4
4
4
3
-
*
4
Presstream 2
1%
1%
*%
1%
*%
1%
1%
1%
1%
1%
1%
2%
-%
*%
1%
3
3
1
3
3
3
3
3
3
3
3
3
*
-
3
PPI 1st Class
1%
1%
2%
1%
2%
1%
1%
1%
1%
1%
1%
2%
*%
-%
1%
2
2
-
2
*
2
3
*
3
2
3
2
*
-
3
Mailsort 3
1%
1%
-%
1%
*%
1%
1%
*%
1%
1%
1%
1%
1%
-%
1%
2
2
-
2
*
2
2
*
2
2
2
2
*
-
2
Mailsort 2
1%
1%
-%
*%
*%
1%
1%
*%
1%
1%
1%
1%
1%
-%
1%
Royal Mail International
-
1
-
1
1
1
1
1
1
*
1
1
-
-
1
Bulk Mail
-%
*%
-%
*%
1%
*%
*%
1%
*%
*%
*%
1%
-%
-%
*%
1
1
-
1
1
1
1
1
1
1
1
*
-
*
1
Packetsort
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
*
-
*
1
1
1
1
1
*
1
-
*
*
1
Sustainable Mail
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
-%
1%
*%
*%
*
*
*
*
*
*
*
*
*
*
*
*
-
*
*
Cleanmail
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
*
*
*
*
*
*
*
*
*
*
*
-
-
*
Cleanmail Advance
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
*
-
*
*
*
*
*
*
*
*
-
-
*
*
Responsible Mail
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cleanmail Plus
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Presstream 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Big Book and Royal Mail
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Heavyweight
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 1st Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 2nd Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mailsort 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mail Media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
368
364
124
430
234
397
444
290
437
341
434
193
110
139
444
Unweighted total
306
303
81
362
184
337
375
224
371
272
367
164
87
122
375
Weighted total Other (DO NOT READ OUT,
10
8
5
10
6
9
10
6
10
5
10
5
1
4
10
PLEASE SPECIFY)
3%
3%
6%
3%
3%
3%
3%
3%
3%
2%
3%
3%
2%
3%
3%
None of these (DO NOT
274
273
65
326
159
302
338
198
335
247
331
140
84
113
338
READ OUT)
90%
90%
80%
90%
86%
90%
90%
88%
90%
91%
90%
85%
97%
93%
90%
c
c
c
Don't Know (DO NOT READ
3
4
2
5
2
5
5
2
5
3
5
1
1
4
5
OUT)
1%
1%
2%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
3%
1%
c
1
1
*
1
*
1
1
1
1
1
1
*
-
*
1
NET: Cleanmail
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
4
4
*
4
*
4
4
2
4
4
4
3
-
*
4
NET: Presstream
1%
1%
*%
1%
*%
1%
1%
1%
1%
1%
1%
2%
-%
*%
1%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
NET: Walksort
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
2
-
2
*
2
3
*
3
2
3
2
*
-
3
NET: Mailsort
1%
1%
-%
1%
*%
1%
1%
*%
1%
1%
1%
1%
1%
-%
1%
6
4
2
6
6
6
6
6
6
5
6
6
*
*
6
NET: PPI
2%
1%
3%
2%
3%
2%
2%
3%
2%
2%
2%
3%
*%
*%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
322
68
53
154
440
288
-
444
382
438
406
437
343
14
93
444
Unweighted total
285
50
38
104
371
227
-
375
317
368
336
367
293
15
72
375
Weighted total
8
-
3
5
10
6
-
10
8
10
9
10
6
-
5
10
Packetpost
3%
-%
7%
5%
3%
3%
-%
3%
3%
3%
3%
3%
2%
-%
7%
3%
b
c
2
2
*
2
5
4
-
5
5
5
4
5
4
-
1
5
PPI 2nd Class
1%
4%
1%
2%
1%
2%
-%
1%
2%
1%
1%
1%
1%
-%
1%
1%
c
4
-
-
*
4
2
-
4
2
4
2
4
2
-
2
4
Presstream 2
1%
-%
-%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
1
1
*
2
3
2
-
3
3
3
3
3
3
-
-
3
PPI 1st Class
1%
3%
*%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
2
*
-
-
3
2
-
3
2
3
2
3
*
-
2
3
Mailsort 3
1%
1%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
*%
-%
3%
1%
c
2
-
-
-
2
2
-
2
2
2
2
2
-
-
2
2
Mailsort 2
1%
-%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
-%
-%
3%
1%
c
Royal Mail International
1
-
-
-
1
1
-
1
1
1
1
1
1
-
-
1
Bulk Mail
*%
-%
-%
-%
*%
1%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
1
-
-
-
1
1
-
1
1
1
*
1
*
-
*
1
Packetsort
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
1
-
-
-
1
1
-
1
1
1
1
1
*
-
*
1
Sustainable Mail
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
*
*
-
*
*
*
-
*
*
*
*
*
*
-
*
*
Cleanmail
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
*
*
*
*
*
-
*
*
*
*
*
*
-
*
*
Cleanmail Advance
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*
-
-
-
*
*
-
*
*
*
*
*
*
-
-
*
Responsible Mail
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cleanmail Plus
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Presstream 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Big Book and Royal Mail
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Heavyweight
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 1st Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 2nd Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mailsort 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
322
68
53
154
440
288
-
444
382
438
406
437
343
14
93
444
Unweighted total
285
50
38
104
371
227
-
375
317
368
336
367
293
15
72
375
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mail Media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Other (DO NOT READ OUT,
6
4
1
4
9
5
-
10
7
9
7
9
9
-
1
10
PLEASE SPECIFY)
2%
7%
2%
4%
2%
2%
-%
3%
2%
2%
2%
2%
3%
-%
1%
3%
c
None of these (DO NOT
262
43
34
90
336
204
-
338
290
335
308
333
266
15
63
338
READ OUT)
92%
86%
88%
86%
90%
90%
-%
90%
91%
91%
92%
91%
91%
100%
87%
90%
Don't Know (DO NOT READ
2
1
1
2
5
2
-
5
3
3
3
3
5
-
*
5
OUT)
1%
1%
2%
2%
1%
1%
-%
1%
1%
1%
1%
1%
2%
-%
1%
1%
*
*
*
*
1
1
-
1
1
1
1
1
1
-
*
1
NET: Cleanmail
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
4
-
-
*
4
2
-
4
2
4
2
4
2
-
2
4
NET: Presstream
1%
-%
-%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
NET: Walksort
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
*
-
-
3
2
-
3
2
3
2
3
*
-
2
3
NET: Mailsort
1%
1%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
*%
-%
3%
1%
c
4
2
*
3
6
4
-
6
6
6
6
6
6
-
1
6
NET: PPI
1%
4%
1%
2%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
1%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
4
143
311
133
40
287
11
433
124
320
334
41
61
444
Unweighted total
5
115
267
108
27
247
12
363
98
277
280
30
62
375
Weighted total
-
5
6
5
-
8
-
10
4
6
8
*
2
10
Packetpost
-%
5%
2%
4%
-%
3%
-%
3%
4%
2%
3%
2%
4%
3%
*
2
1
3
-
3
-
5
3
2
3
2
*
5
PPI 2nd Class
4%
2%
1%
3%
-%
1%
-%
1%
3%
1%
1%
7%
*%
1%
b
c
-
2
3
*
*
3
-
4
2
2
*
3
-
4
Presstream 2
-%
2%
1%
*%
1%
1%
-%
1%
2%
1%
*%
12%
-%
1%
ac
-
1
1
1
-
1
-
3
2
1
1
1
-
3
PPI 1st Class
-%
1%
1%
1%
-%
1%
-%
1%
2%
*%
1%
5%
-%
1%
c
-
*
3
-
*
2
-
3
*
2
-
2
*
3
Mailsort 3
-%
*%
1%
-%
1%
1%
-%
1%
*%
1%
-%
7%
1%
1%
c
-
*
2
-
-
2
-
2
*
2
-
2
*
2
Mailsort 2
-%
*%
1%
-%
-%
1%
-%
1%
*%
1%
-%
6%
1%
1%
c
Royal Mail International
-
1
1
-
-
1
-
1
-
1
*
-
1
1
Bulk Mail
-%
1%
1%
-%
-%
1%
-%
*%
-%
1%
*%
-%
2%
*%
c
-
1
1
-
-
1
-
1
-
1
*
-
*
1
Packetsort
-%
1%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
*%
*%
-
1
1
-
-
*
-
1
*
*
-
-
1
1
Sustainable Mail
-%
1%
*%
-%
-%
*%
-%
*%
*%
*%
-%
-%
1%
*%
-
*
*
*
-
*
-
*
*
*
*
-
-
*
Cleanmail
-%
*%
*%
*%
-%
*%
-%
*%
*%
*%
*%
-%
-%
*%
-
*
-
*
-
*
-
*
*
*
*
*
*
*
Cleanmail Advance
-%
*%
-%
*%
-%
*%
-%
*%
*%
*%
*%
1%
*%
*%
-
*
*
-
-
*
-
*
-
*
-
-
*
*
Responsible Mail
-%
*%
*%
-%
-%
*%
-%
*%
-%
*%
-%
-%
*%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cleanmail Plus
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Presstream 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Big Book and Royal Mail
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Heavyweight
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 1st Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Walksort 2nd Class
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
4
143
311
133
40
287
11
433
124
320
334
41
61
444
Unweighted total
5
115
267
108
27
247
12
363
98
277
280
30
62
375
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mailsort 1
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Mail Media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Other (DO NOT READ OUT,
-
2
9
2
*
7
-
10
3
7
6
4
1
10
PLEASE SPECIFY)
-%
2%
3%
1%
1%
3%
-%
3%
3%
3%
2%
12%
2%
3%
ac
None of these (DO NOT
4
99
241
98
24
221
10
328
85
254
261
20
56
338
READ OUT)
96%
86%
90%
90%
89%
90%
85%
90%
86%
92%
93%
67%
91%
90%
b
b
Don't Know (DO NOT READ
-
3
5
*
2
3
2
3
*
5
3
-
-
5
OUT)
-%
2%
2%
*%
7%
1%
15%
1%
*%
2%
1%
-%
-%
1%
a
-
*
*
*
-
1
-
1
1
*
*
*
*
1
NET: Cleanmail
-%
*%
*%
*%
-%
*%
-%
*%
1%
*%
*%
1%
*%
*%
-
2
3
*
*
3
-
4
2
2
*
3
-
4
NET: Presstream
-%
2%
1%
*%
1%
1%
-%
1%
2%
1%
*%
12%
-%
1%
ac
-
-
-
-
-
-
-
-
-
-
-
-
-
-
NET: Walksort
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
*
3
-
*
2
-
3
*
2
-
2
*
3
NET: Mailsort
-%
*%
1%
-%
1%
1%
-%
1%
*%
1%
-%
7%
1%
1%
c
*
2
3
3
-
4
-
6
4
2
4
2
*
6
NET: PPI
4%
2%
1%
3%
-%
2%
-%
2%
4%
1%
1%
8%
*%
2%
a
ac
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
72
94
124
154
444
Unweighted total
61
66
116
132
375
Weighted total
1
*
1
9
10
Packetpost
1%
1%
1%
7%
3%
bc
-
3
*
2
5
PPI 2nd Class
-%
4%
*%
2%
1%
b
-
-
2
2
4
Presstream 2
-%
-%
2%
1%
1%
-
1
*
1
3
PPI 1st Class
-%
2%
*%
1%
1%
-
-
2
*
3
Mailsort 3
-%
-%
2%
*%
1%
-
-
2
-
2
Mailsort 2
-%
-%
2%
-%
1%
Royal Mail International
-
*
-
1
1
Bulk Mail
-%
*%
-%
1%
*%
*
-
*
-
1
Packetsort
1%
-%
*%
-%
*%
-
-
1
-
1
Sustainable Mail
-%
-%
1%
-%
*%
-
*
-
*
*
Cleanmail
-%
*%
-%
*%
*%
-
*
*
*
*
Cleanmail Advance
-%
*%
*%
*%
*%
-
-
*
-
*
Responsible Mail
-%
-%
*%
-%
*%
-
-
-
-
-
Cleanmail Plus
-%
-%
-%
-%
-%
-
-
-
-
-
Presstream 1
-%
-%
-%
-%
-%
Big Book and Royal Mail
-
-
-
-
-
Heavyweight
-%
-%
-%
-%
-%
-
-
-
-
-
Walksort 1st Class
-%
-%
-%
-%
-%
-
-
-
-
-
Walksort 2nd Class
-%
-%
-%
-%
-%
-
-
-
-
-
Mailsort 1
-%
-%
-%
-%
-%
-
-
-
-
-
Mail Media
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d
QV8. Do you use any of the following Royal Mail products to send your bulk mailings?
Base: All respondents who send bulk mail
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
72
94
124
154
444
Unweighted total
61
66
116
132
375
Weighted total Other (DO NOT READ OUT,
-
2
5
3
10
PLEASE SPECIFY)
-%
3%
5%
2%
3%
None of these (DO NOT
58
61
107
112
338
READ OUT)
95%
92%
92%
85%
90%
a
Don't Know (DO NOT READ
2
*
*
2
5
OUT)
4%
1%
*%
1%
1%
b
-
*
*
*
1
NET: Cleanmail
-%
1%
*%
*%
*%
-
-
2
2
4
NET: Presstream
-%
-%
2%
1%
1%
-
-
-
-
-
NET: Walksort
-%
-%
-%
-%
-%
-
-
2
*
3
NET: Mailsort
-%
-%
2%
*%
1%
-
3
*
3
6
NET: PPI
-%
4%
*%
3%
2%
Columns Tested: a,b,c,d

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
1339
62
74
85
86
202
185
267
113
110
112
172
92
1560
Letters
97%
98%
99%
98%
97%
97%
98%
96%
98%
94%
100%
98%
96%
97%
d
d
d
Other everyday correspondence, such as invoices, one off bills
1323
61
69
83
86
204
179
269
110
110
110
168
88
1537
etc.
96%
97%
93%
95%
97%
98%
95%
97%
95%
94%
98%
95%
92%
96%
Advertising and promotional material, such as catalogues, brochures and direct
1283
58
66
83
82
191
174
267
109
110
104
157
90
1490
mail
93%
91%
89%
96%
92%
92%
92%
96%
94%
94%
93%
89%
94%
93%
bk
bkl
Publications, such as magazines, periodicals,
1206
55
62
79
71
174
172
256
101
102
90
159
81
1403
customer newsletters
87%
88%
83%
91%
81%
83%
91%
92%
87%
87%
81%
90%
85%
87%
chik
cik
chik
1157
53
62
73
73
181
156
236
95
101
99
145
72
1346
Large letters
84%
84%
83%
84%
82%
87%
83%
85%
82%
86%
89%
82%
75%
84%
a
1031
46
56
68
71
152
145
209
77
86
82
140
68
1201
Parcels and packets
75%
73%
75%
78%
80%
73%
77%
75%
67%
74%
74%
80%
71%
75%
e
e
e
Bulk customer mailings, such as bills, statements, customer
873
35
38
53
49
126
121
183
75
76
69
115
59
999
packs etc.
63%
55%
51%
61%
55%
60%
64%
66%
65%
65%
62%
65%
62%
62%
kl
k
k
kl
k
k
k
Goods / business supplies / large packets
4
-
-
*
-
-
-
2
-
-
-
-
2
4
ordered via lorry
*%
-%
-%
*%
-%
-%
-%
1%
-%
-%
-%
-%
2%
*%
m
Legal / accounts
2
-
-
-
-
-
2
-
-
-
-
-
-
2
documents / tax forms
*%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
-
-
-
-
-
-
2
-
-
-
-
-
2
None of these
*%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
3
-
-
-
-
-
-
-
1
-
-
2
-
3
Other
*%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
1%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total NET: (Large) Letters,
1359
63
74
86
87
202
185
275
114
114
112
176
93
1581
Parcels and packets
99%
99%
99%
99%
99%
97%
98%
99%
99%
98%
100%
100%
98%
99%
1369
63
74
87
88
209
187
276
116
115
112
172
93
1592
NET: Other mail
99%
99%
100%
100%
100%
100%
99%
99%
100%
99%
100%
98%
98%
99%
ab
2
-
-
-
-
-
-
2
-
-
-
-
-
2
NET: None / DK / Ref
*%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |      |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|------|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+  | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |      |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f    | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394  | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64   | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 93                                                | 105       | 289       | 1072      | 59     | 1500 | 447   | 1113  | 64   | 8    | 7                     | 10         | 39         | 1496            |
| 1560                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Letters                                           |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 98%                                               | 100%      | 100%      | 96%       | 100%   | 97%  | 96%   | 98%   | 100% | 100% | 100%                  | 100%       | 100%       | 97%             |
| 97%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |      |      |                       |            |            |                 |
| Other everyday                                    |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| correspondence, such as                           |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| invoices, one off bills                           |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 94                                                | 105       | 289       | 1048      | 56     | 1481 | 442   | 1095  | 61   | 7    | 7                     | 9          | 38         | 1476            |
| 1537                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| etc.                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 99%                                               | 100%      | 99%       | 94%       | 94%    | 96%  | 95%   | 96%   | 95%  | 87%  | 96%                   | 95%        | 96%        | 96%             |
| 96%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 | a         | a         | e         | e      | e    |       |       |      |      |                       |            |            |                 |
| Advertising and                                   |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| promotional material,                             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| such as catalogues,                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| brochures and direct                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 89                                                | 99        | 277       | 1025      | 55     | 1435 | 440   | 1050  | 60   | 8    | 7                     | 10         | 36         | 1430            |
| 1490                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| mail                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 94%                                               | 94%       | 95%       | 92%       | 93%    | 93%  | 95%   | 92%   | 94%  | 92%  | 94%                   | 99%        | 93%        | 93%             |
| 93%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Publications, such as                             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| magazines, periodicals,                           |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 93                                                | 100       | 275       | 935       | 51     | 1352 | 411   | 992   | 59   | 7    | 7                     | 10         | 36         | 1344            |
| 1403                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| customer newsletters                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 98%                                               | 95%       | 95%       | 84%       | 85%    | 88%  | 89%   | 87%   | 92%  | 79%  | 94%                   | 99%        | 93%        | 87%             |
| 87%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |      |      |                       |            |            |                 |
| ae                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| e                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ae                                                | ae        |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 86                                                | 101       | 261       | 898       | 52     | 1294 | 376   | 970   | 59   | 7    | 7                     | 9          | 37         | 1286            |
| 1346                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Large letters                                     |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 90%                                               | 96%       | 90%       | 81%       | 88%    | 84%  | 81%   | 85%   | 93%  | 90%  | 93%                   | 91%        | 94%        | 84%             |
| 84%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 | b         | a         | a         |        |      |       |       |      |      |                       |            |            |                 |
| 85                                                | 84        | 253       | 779       | 52     | 1149 | 350   | 851   | 52   | 7    | 6                     | 8          | 31         | 1149            |
| 1201                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Parcels and packets                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 89%                                               | 80%       | 87%       | 70%       | 88%    | 74%  | 75%   | 75%   | 81%  | 79%  | 84%                   | 87%        | 79%        | 75%             |
| 75%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ac                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |      |      |                       |            |            |                 |
| Bulk customer mailings,                           |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| such as bills,                                    |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| statements, customer                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 69                                                | 79        | 192       | 658       | 33     | 966  | 295   | 703   | 44   | 4    | 4                     | 7          | 28         | 955             |
| 999                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| packs etc.                                        |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 72%                                               | 76%       | 66%       | 59%       | 55%    | 63%  | 64%   | 62%   | 69%  | 48%  | 62%                   | 76%        | 72%        | 62%             |
| 62%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |      |      |                       |            |            |                 |
| ae                                                | ae        | ae        |           |        |      |       |       |      |      |                       |            |            |                 |
| e                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Goods / business                                  |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| supplies / large packets                          |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -                                                 | -         | -         | 4         | -      | 4    | 2     | 2     | *    | -    | -                     | -          | *          | 4               |
| 4                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| ordered via lorry                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | -%     | *%   | *%    | *%    | *%   | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Legal / accounts                                  |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -                                                 | -         | 2         | -         | 2      | -    | -     | 2     | -    | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| documents / tax forms                             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -%                                                | -%        | 1%        | -%        | 3%     | -%   | -%    | *%    | -%   | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -    | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Refused                                           |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%   | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -                                                 | -         | -         | 2         | -      | 2    | -     | 2     | -    | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| None of these                                     |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | -%     | *%   | -%    | *%    | -%   | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -                                                 | -         | -         | 3         | -      | 3    | -     | 3     | -    | -    | -                     | -          | -          | 3               |
| 3                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Other                                             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | -%     | *%   | -%    | *%    | -%   | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -    | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%   | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |      |      |                       |            |            |                 |

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |      |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|------|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+  | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |      |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f    | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394  | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64   | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| NET: (Large) Letters,                             |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 95                                                | 105       | 289       | 1092      | 59     | 1522 | 450   | 1131  | 64   | 8    | 7                     | 10         | 39         | 1517            |
| 1581                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Parcels and packets                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 100%                                              | 100%      | 100%      | 98%       | 100%   | 99%  | 97%   | 99%   | 100% | 100% | 100%                  | 100%       | 100%       | 99%             |
| 99%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1101      | 57     | 1535 | 463   | 1130  | 64   | 8    | 7                     | 10         | 39         | 1528            |
| 1592                                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| NET: Other mail                                   |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| 100%                                              | 100%      | 100%      | 99%       | 97%    | 99%  | 100%  | 99%   | 100% | 97%  | 100%                  | 100%       | 100%       | 99%             |
| 99%                                               |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| b                                                 | e         | e         |           |        |      |       |       |      |      |                       |            |            |                 |
| -                                                 | -         | -         | 2         | -      | 2    | -     | 2     | -    | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| NET: None / DK / Ref                              |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | -%     | *%   | -%    | *%    | -%   | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |      |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |      |      |                       |            |            |                 |

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
215
172
121
266
30
42
41
74
1373
10
29
78
216
236
312
680
1560
Letters
99%
96%
99%
97%
100%
97%
96%
99%
97%
100%
100%
99%
99%
99%
100%
95%
97%
a
a
a
a
a
a
Other everyday correspondence, such as invoices, one off bills
214
177
120
271
29
43
43
74
1348
10
29
78
214
235
309
661
1537
etc.
99%
99%
98%
99%
98%
99%
100%
98%
95%
100%
99%
100%
99%
98%
99%
92%
96%
a
a
a
a
a
Advertising and promotional material, such as catalogues, brochures and direct
211
164
119
256
29
41
41
71
1308
8
27
73
205
224
294
658
1490
mail
97%
92%
97%
94%
97%
95%
96%
94%
93%
80%
94%
94%
94%
94%
94%
92%
93%
a
Publications, such as magazines, periodicals,
211
159
119
251
27
40
43
74
1219
10
27
76
202
217
284
588
1403
customer newsletters
97%
89%
97%
92%
91%
94%
99%
99%
86%
99%
93%
97%
93%
91%
91%
82%
87%
a
a
ae
a
abc
a
a
a
196
152
107
241
27
39
39
69
1172
8
28
71
207
213
270
549
1346
Large letters
90%
85%
87%
88%
90%
91%
90%
93%
83%
87%
97%
90%
95%
89%
87%
76%
84%
a
abc
a
abc
a
a
191
147
104
234
27
36
38
66
1034
8
24
69
178
198
246
478
1201
Parcels and packets
88%
82%
85%
85%
91%
83%
88%
88%
73%
87%
83%
88%
82%
83%
79%
66%
75%
a
a
a
a
ab
a
a
a
Bulk customer mailings, such as bills, statements, customer
162
131
88
205
20
33
28
55
863
4
20
51
143
164
223
392
999
packs etc.
75%
73%
72%
75%
69%
76%
65%
73%
61%
45%
69%
66%
66%
69%
72%
55%
62%
a
a
a
a
a
a
a
Goods / business supplies / large packets
-
-
-
-
-
-
-
*
4
-
-
-
*
2
-
2
4
ordered via lorry
-%
-%
-%
-%
-%
-%
-%
*%
*%
-%
-%
-%
*%
1%
-%
*%
*%
Legal / accounts
-
2
-
2
-
-
-
2
-
-
-
-
2
-
-
-
2
documents / tax forms
-%
1%
-%
1%
-%
-%
-%
2%
-%
-%
-%
-%
1%
-%
-%
-%
*%
a
a
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
2
2
None of these
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
2
-
-
2
-
-
-
2
1
-
-
-
2
-
1
-
3
Other
1%
-%
-%
1%
-%
-%
-%
3%
*%
-%
-%
-%
1%
-%
*%
-%
*%
a
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: (Large) Letters,
215
178
121
271
30
42
43
75
1392
10
29
78
216
239
312
698
1581
Parcels and packets
99%
99%
99%
99%
100%
97%
100%
100%
99%
100%
100%
100%
99%
100%
100%
97%
99%
a
a
a
217
179
123
274
30
43
43
75
1402
10
29
78
216
239
312
709
1592
NET: Other mail
100%
100%
100%
100%
100%
100%
100%
100%
99%
100%
100%
100%
99%
100%
100%
99%
99%
a
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
2
2
NET: None / DK / Ref
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
1053
1171
229
1452
658
1238
372
716
1479
898
1453
490
276
781
1560
Letters
98%
98%
98%
98%
98%
98%
98%
98%
98%
99%
98%
99%
98%
96%
97%
def
a
Other everyday correspondence, such as invoices, one off bills
1044
1157
231
1426
657
1239
375
718
1450
891
1426
491
276
760
1537
etc.
97%
97%
99%
96%
98%
98%
99%
98%
96%
99%
97%
99%
98%
94%
96%
b
b
ac
ac
ac
a
a
Advertising and promotional material, such as catalogues, brochures and direct
1017
1118
221
1385
631
1199
361
690
1408
859
1385
460
268
755
1490
mail
95%
94%
94%
94%
94%
95%
95%
95%
94%
95%
94%
92%
95%
93%
93%
Publications, such as magazines, periodicals,
967
1074
218
1311
617
1131
357
680
1337
832
1317
462
251
681
1403
customer newsletters
90%
90%
93%
89%
92%
89%
94%
93%
89%
92%
89%
93%
89%
84%
87%
b
b
acf
acf
acf
a
a
917
1048
214
1258
625
1104
341
669
1284
846
1258
456
242
644
1346
Large letters
85%
88%
92%
85%
93%
87%
90%
92%
85%
94%
85%
92%
86%
79%
84%
b
b
ac
acf
acef
ab
a
826
914
197
1126
583
973
322
654
1147
734
1130
402
232
559
1201
Parcels and packets
77%
77%
84%
76%
87%
77%
85%
90%
76%
81%
76%
81%
82%
69%
75%
b
b
acf
abcef
acf
a
a
Bulk customer mailings, such as bills, statements, customer
704
761
166
942
470
830
282
517
952
604
939
308
189
496
999
packs etc.
65%
64%
71%
64%
70%
65%
74%
71%
63%
67%
64%
62%
67%
61%
62%
b
b
abcf
acf
Goods / business supplies / large packets
*
4
2
4
2
2
-
2
4
2
4
-
*
4
4
ordered via lorry
*%
*%
1%
*%
*%
*%
-%
*%
*%
*%
*%
-%
*%
*%
*%
Legal / accounts
2
2
-
2
2
2
-
2
2
2
2
2
-
-
2
documents / tax forms
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
2
-
-
-
-
-
-
-
2
2
None of these
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
-%
*%
*%
3
1
2
3
3
3
3
2
3
3
3
2
-
1
3
Other
*%
*%
1%
*%
1%
*%
1%
*%
*%
*%
*%
*%
-%
*%
*%
ac
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: (Large) Letters,
1067
1181
234
1466
667
1253
376
727
1489
901
1463
498
280
790
1581
Parcels and packets
99%
99%
100%
99%
100%
99%
99%
100%
99%
100%
99%
100%
99%
97%
99%
f
f
a
a
1070
1189
234
1472
667
1265
380
728
1497
904
1471
495
282
802
1592
NET: Other mail
99%
100%
100%
99%
100%
100%
100%
100%
100%
100%
100%
100%
100%
99%
99%
-
-
-
-
-
2
-
-
-
-
-
-
-
2
2
NET: None / DK / Ref
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
-%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
1179
234
144
351
1548
881
-
1552
1181
1560
1339
1560
1248
35
257
1560
Letters
97%
98%
98%
98%
99%
98%
-%
97%
98%
100%
99%
100%
97%
96%
98%
97%
de
de
bcde
Other everyday correspondence, such as invoices, one off bills
1167
226
142
352
1508
879
-
1537
1179
1510
1313
1503
1229
35
254
1537
etc.
96%
94%
97%
99%
96%
98%
-%
97%
98%
96%
98%
96%
95%
98%
98%
96%
b
b
ace
Advertising and promotional material, such as catalogues, brochures and direct
1122
224
141
347
1459
867
-
1490
1148
1462
1293
1457
1192
31
248
1490
mail
92%
93%
97%
97%
93%
97%
-%
94%
96%
93%
96%
93%
93%
87%
95%
93%
b
b
ace
ace
b
Publications, such as magazines, periodicals,
1038
225
135
328
1376
841
-
1403
1106
1378
1241
1371
1110
31
239
1403
customer newsletters
85%
94%
93%
92%
88%
94%
-%
88%
92%
88%
92%
88%
86%
88%
92%
87%
c
c
b
b
ace
ace
c
1017
194
132
333
1337
838
-
1346
1104
1346
1346
1339
1062
35
231
1346
Large letters
84%
81%
91%
93%
85%
94%
-%
85%
92%
86%
100%
86%
83%
98%
89%
84%
bc
b
b
ace
acde
c
c
909
176
116
319
1190
854
-
1199
1201
1186
1104
1181
943
31
213
1201
Parcels and packets
75%
73%
80%
89%
76%
95%
-%
75%
100%
76%
82%
76%
73%
86%
82%
75%
b
bc
abce
ace
c
Bulk customer mailings, such as bills, statements, customer
725
170
102
249
989
645
-
999
833
992
901
988
779
29
178
999
packs etc.
60%
71%
70%
70%
63%
72%
-%
63%
69%
63%
67%
63%
61%
80%
68%
62%
c
c
b
b
ace
ace
c
c
Goods / business supplies / large packets
4
-
-
2
4
2
-
4
4
4
2
4
4
-
-
4
ordered via lorry
*%
-%
-%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
Legal / accounts
2
-
-
-
2
2
-
2
2
2
2
2
-
-
2
2
documents / tax forms
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
1%
*%
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
2
-
-
-
-
2
-
-
-
-
-
2
-
-
2
None of these
-%
1%
-%
-%
-%
-%
100%
-%
-%
-%
-%
-%
*%
-%
-%
*%
c
1
2
-
2
3
3
-
3
3
3
3
3
1
-
2
3
Other

                                                                                                                                                                                                                                                                                   *%          1%       -%      *%      *%      *%      *%      *%     *%         -%       *%       *%            1%       -%       1%         *%
                                                                                                                                                                                                                                                                                                                                                                                                                               c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
Produced by OLR
OFC1885
Issue date: 03/07/13

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: (Large) Letters,
1198
234
146
357
1568
896
-
1572
1201
1567
1346
1560
1264
36
261
1581
Parcels and packets
99%
98%
100%
100%
100%
100%
-%
99%
100%
100%
100%
100%
98%
100%
100%
99%
e
e
e
e
c
1207
236
146
357
1558
894
-
1592
1199
1559
1346
1552
1277
36
259
1592
NET: Other mail
99%
99%
100%
100%
99%
100%
-%
100%
100%
100%
100%
100%
99%
100%
99%
99%
ac
ac
-
2
-
-
-
-
2
-
-
-
-
-
2
-
-
2
NET: None / DK / Ref
-%
1%
-%
-%
-%
-%
100%
-%
-%
-%
-%
-%
*%
-%
-%
*%
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
8
367
1143
383
117
1010
103
1457
488
1072
1243
101
204
1560
Letters
100%
98%
97%
97%
95%
97%
96%
97%
96%
98%
97%
97%
99%
97%
b
Other everyday correspondence, such as invoices, one off bills
8
369
1125
380
115
1004
98
1439
478
1059
1221
104
201
1537
etc.
100%
98%
96%
96%
94%
97%
91%
96%
94%
97%
95%
100%
98%
96%
b
b
c
Advertising and promotional material, such as catalogues, brochures and direct
8
356
1085
373
118
957
100
1390
455
1035
1184
97
196
1490
mail
100%
95%
92%
94%
96%
92%
93%
93%
89%
94%
92%
94%
95%
93%
b
Publications, such as magazines, periodicals,
8
348
1029
342
111
906
72
1331
409
993
1095
98
197
1403
customer newsletters
99%
93%
88%
87%
90%
87%
67%
89%
80%
91%
85%
94%
96%
87%
b
b
c
c
6
335
968
347
104
866
70
1275
392
954
1052
93
189
1346
Large letters
78%
89%
82%
88%
84%
83%
66%
85%
77%
87%
82%
89%
92%
84%
b
b
b
c
7
317
842
331
97
766
63
1138
357
844
908
95
188
1201
Parcels and packets
84%
84%
72%
84%
79%
74%
59%
76%
70%
77%
71%
91%
91%
75%
b
b
b
c
c
Bulk customer mailings, such as bills, statements, customer
6
279
709
267
84
620
43
956
271
728
784
62
144
999
packs etc.
76%
74%
60%
68%
68%
60%
40%
64%
53%
66%
61%
60%
70%
62%
b
b
b
c
Goods / business supplies / large packets
-
-
2
2
2
2
-
4
*
4
2
2
-
4
ordered via lorry
-%
-%
*%
*%
1%
*%
-%
*%
*%
*%
*%
2%
-%
*%
a
c
Legal / accounts
-
2
-
2
-
-
-
2
-
2
2
-
-
2
documents / tax forms
-%
*%
-%
*%
-%
-%
-%
*%
-%
*%
*%
-%
-%
*%
b
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
2
-
-
2
-
2
2
-
2
-
-
2
None of these
-%
-%
*%
-%
-%
*%
-%
*%
*%
-%
*%
-%
-%
*%
a
QV9a. Which of the following types of mail does your organisation regularly receive at your location?
Base: All respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
-
2
1
2
-
2
-
3
2
1
1
-
2
3
Other
-%
1%
*%
1%
-%
*%
-%
*%
*%
*%
*%
-%
1%
*%
c
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
NET: (Large) Letters,
8
373
1158
389
121
1019
105
1477
498
1084
1260
102
206
1581
Parcels and packets
100%
99%
99%
98%
98%
98%
98%
99%
98%
99%
98%
99%
100%
99%
8
376
1167
391
123
1035
107
1485
502
1090
1270
104
206
1592
NET: Other mail
100%
100%
99%
99%
100%
100%
100%
99%
99%
100%
99%
100%
100%
99%
b
-
-
2
-
-
2
-
2
2
-
2
-
-
2
NET: None / DK / Ref
-%
-%
*%
-%
-%
*%
-%
*%
*%
-%
*%
-%
-%
*%
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV9a. Which of the following types of mail does your organisation regularly receive at your location?
Base: All respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
388
404
389
378
1560
Letters
97%
99%
97%
97%
97%
Other everyday correspondence, such as invoices, one off bills
377
396
388
376
1537
etc.
94%
97%
96%
96%
96%
Advertising and promotional material, such as catalogues, brochures and direct
374
374
377
364
1490
mail
94%
91%
94%
93%
93%
Publications, such as magazines, periodicals,
342
347
357
356
1403
customer newsletters
86%
85%
89%
91%
87%
cd
314
358
343
330
1346
Large letters
79%
87%
85%
84%
84%
d
d
d
307
300
298
295
1201
Parcels and packets
77%
73%
74%
75%
75%
Bulk customer mailings, such as bills, statements, customer
201
249
283
266
999
packs etc.
51%
61%
70%
68%
62%
d
cd
cd
Goods / business supplies / large packets
-
2
-
2
4
ordered via lorry
-%
*%
-%
*%
*%
Legal / accounts
-
-
-
2
2
documents / tax forms
-%
-%
-%
*%
*%
-
-
-
-
-
Refused
-%
-%
-%
-%
-%
-
-
2
-
2
None of these
-%
-%
*%
-%
*%
-
2
-
1
3
Other
-%
1%
-%
*%
*%
-
-
-
-
-
Don't know
-%
-%
-%
-%
-%
NET: (Large) Letters,
394
410
393
385
1581
Parcels and packets
99%
100%
97%
98%
99%
ab
Columns Tested: a,b,c,d

## Qv9A. Which Of The Following Types Of Mail Does Your Organisation Regularly Receive At Your Location? Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
396
407
400
390
1592
NET: Other mail
99%
99%
99%
99%
99%
-
-
2
-
2
NET: None / DK / Ref
-%
-%
*%
-%
*%

Columns Tested: a,b,c,d

## Qv9B1. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Letters Base: All Respondents Who Receive Letters At Their Location

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
191
211
85
114
128
199
112
114
78
104
64
1571
Unweighted total
1339
62
74
85
86
202
185
267
113
110
112
172
92
1560
Weighted total
1309
60
71
84
85
200
179
264
112
110
106
166
88
1524
Standard delivery
98%
97%
97%
99%
98%
99%
97%
99%
99%
100%
95%
96%
96%
98%
c
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
256
14
14
15
17
30
39
56
24
24
21
31
15
298
system)
19%
22%
19%
17%
20%
15%
21%
21%
21%
22%
19%
18%
16%
19%
236
15
9
13
9
27
35
58
20
21
30
27
10
272
International delivery
18%
24%
13%
15%
10%
14%
19%
22%
18%
19%
26%
16%
10%
17%
ahijk
aik
ahijk
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
176
8
6
8
8
20
26
46
15
19
12
19
9
197
day delivery)
13%
12%
8%
9%
9%
10%
14%
17%
14%
18%
10%
11%
10%
13%
k
jk
jk
Urgent delivery (send / receive mail that needs
154
9
5
7
7
22
19
34
12
19
12
23
7
176
to arrive rapidly)
12%
15%
7%
9%
8%
11%
10%
13%
11%
18%
11%
13%
8%
11%
k
ijk
-
21
-
-
-
-
-
-
-
-
-
-
-
21
Cross-Border Delivery
-%
33%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
abcdefgh
ijkm
10
1
*
*
1
-
-
5
-
1
-
-
2
12
Other (PLEASE SPECIFY)
1%
2%
1%
1%
2%
-%
-%
2%
-%
1%
-%
-%
2%
1%
None of these (DO NOT
2
*
-
-
-
-
-
2
-
-
-
-
-
2
READ OUT)
*%
*%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
Don't Know (DO NOT READ
9
1
1
-
1
-
2
*
1
*
2
2
-
11
OUT)
1%
2%
2%
-%
2%
-%
1%
*%
1%
*%
2%
1%
-%
1%
j
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QV9b1. Which of the following types of services does each of the types of mail you receive fall into?  So for: Letters
Base: All respondents who receive LETTERS at their location
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 148                                               | 127       | 309       | 987       | 126    | 1445 | 494   | 1077  | 393 | 53   | 42                    | 55         | 243        | 1178            |
| 1571                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 93                                                | 105       | 289       | 1072      | 59     | 1500 | 447   | 1113  | 64  | 8    | 7                     | 10         | 39         | 1496            |
| 1560                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 89                                                | 101       | 286       | 1047      | 59     | 1465 | 436   | 1088  | 63  | 8    | 7                     | 10         | 38         | 1462            |
| 1524                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Standard delivery                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 96%                                               | 96%       | 99%       | 98%       | 100%   | 98%  | 98%   | 98%   | 98% | 96%  | 100%                  | 100%       | 98%        | 98%             |
| 98%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Tracked service (send /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail for which                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| you need to be able to                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| monitor its progress                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| through the postal                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25                                                | 30        | 72        | 171       | 18     | 280  | 83    | 215   | 22  | 3    | 2                     | 5          | 12         | 277             |
| 298                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| system)                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 27%                                               | 28%       | 25%       | 16%       | 30%    | 19%  | 19%   | 19%   | 34% | 32%  | 31%                   | 48%        | 31%        | 19%             |
| 19%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 28                                                | 34        | 68        | 143       | 8      | 265  | 75    | 198   | 18  | 2    | 2                     | 4          | 10         | 255             |
| 272                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| International delivery                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30%                                               | 33%       | 23%       | 13%       | 13%    | 18%  | 17%   | 18%   | 27% | 22%  | 29%                   | 39%        | 25%        | 17%             |
| 17%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Timed delivery (send /                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail which is                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| guaranteed to arrive by                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a specific time, e.g. by                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9am next day or 1pm next                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16                                                | 25        | 61        | 94        | 15     | 182  | 58    | 139   | 14  | 1    | 2                     | 2          | 8          | 183             |
| 197                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| day delivery)                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18%                                               | 24%       | 21%       | 9%        | 25%    | 12%  | 13%   | 13%   | 22% | 18%  | 32%                   | 24%        | 20%        | 12%             |
| 13%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     | a     |     |      |                       |            |            |                 |
| Urgent delivery (send /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail that needs                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13                                                | 25        | 49        | 89        | 11     | 165  | 43    | 133   | 12  | 1    | 2                     | 2          | 7          | 164             |
| 176                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| to arrive rapidly)                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14%                                               | 24%       | 17%       | 8%        | 19%    | 11%  | 10%   | 12%   | 19% | 17%  | 22%                   | 23%        | 18%        | 11%             |
| 11%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 4         | 13        | *      | 20   | 12    | 9     | 3   | *    | *                     | *          | 2          | 18              |
| 21                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Cross-Border Delivery                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 2%        | 1%        | 1%        | 1%     | 1%   | 3%    | 1%    | 4%  | 3%   | 5%                    | 3%         | 5%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 4         | 4         | -      | 12   | 2     | 10    | -   | -    | -                     | -          | -          | 12              |
| 12                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other (PLEASE SPECIFY)                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 2%        | 1%        | *%        | -%     | 1%   | *%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| None of these (DO NOT                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 2         | *      | 2    | -     | 2     | *   | *    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| READ OUT)                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | *%     | *%   | -%    | *%    | *%  | 1%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 2         | 9         | -      | 11   | 1     | 11    | 1   | *    | -                     | -          | *          | 11              |
| 11                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | 1%        | 1%        | -%     | 1%   | *%    | 1%    | 1%  | 2%   | -%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv9B1. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Letters Base: All Respondents Who Receive Letters At Their Location

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
210
192
115
286
41
50
52
93
1335
13
78
119
244
218
306
593
1571
Unweighted total
215
172
121
266
30
42
41
74
1373
10
29
78
216
236
312
680
1560
Weighted total
211
169
117
262
29
41
40
70
1344
8
28
75
212
230
306
665
1524
Standard delivery
98%
98%
97%
99%
99%
99%
96%
94%
98%
82%
98%
97%
98%
97%
98%
98%
98%
b
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
39
51
27
64
11
11
8
19
249
1
14
19
62
46
71
86
298
system)
18%
30%
22%
24%
36%
27%
20%
26%
18%
10%
48%
24%
29%
19%
23%
13%
19%
b
a
abcde
a
ac
a
a
55
55
38
71
14
16
12
18
213
3
11
12
54
53
53
87
272
International delivery
26%
32%
32%
27%
46%
38%
29%
24%
16%
28%
38%
15%
25%
22%
17%
13%
17%
ab
a
a
a
abcde
abe
a
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
28
31
20
39
8
5
5
16
164
3
11
12
38
25
46
61
197
day delivery)
13%
18%
17%
15%
26%
12%
12%
21%
12%
27%
39%
15%
18%
11%
15%
9%
13%
a
a
abcde
a
ac
a
Urgent delivery (send / receive mail that needs
28
26
21
33
3
9
5
13
147
1
12
11
33
22
41
56
176
to arrive rapidly)
13%
15%
17%
12%
10%
20%
13%
17%
11%
9%
42%
15%
15%
10%
13%
8%
11%
a
abcde
a
a
a
1
4
1
3
1
1
1
*
17
-
2
2
5
2
3
7
21
Cross-Border Delivery
1%
2%
1%
1%
2%
3%
3%
*%
1%
-%
5%
3%
2%
1%
1%
1%
1%
abc
2
2
2
2
-
*
2
*
9
2
-
*
2
5
-
2
12
Other (PLEASE SPECIFY)
1%
1%
2%
1%
-%
1%
4%
1%
1%
18%
-%
1%
1%
2%
-%
*%
1%
a
ab
None of these (DO NOT
-
-
-
-
-
-
-
2
*
-
-
-
-
2
-
*
2
READ OUT)
-%
-%
-%
-%
-%
-%
-%
2%
*%
-%
-%
-%
-%
1%
-%
*%
*%
a
a
Don't Know (DO NOT READ
*
*
*
*
*
-
-
*
11
-
1
-
1
2
1
6
11
OUT)
*%
*%
*%
*%
1%
-%
-%
*%
1%
-%
2%
-%
1%
1%
*%
1%
1%

## Qv9B1. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Letters Base: All Respondents Who Receive Letters At Their Location

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1089
1192
293
1467
694
1241
446
756
1487
953
1466
512
292
754
1571
Unweighted total
1053
1171
229
1452
658
1238
372
716
1479
898
1453
490
276
781
1560
Weighted total
1032
1150
226
1422
643
1210
363
697
1447
873
1423
484
271
757
1524
Standard delivery
98%
98%
99%
98%
98%
98%
98%
97%
98%
97%
98%
99%
98%
97%
98%
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
218
257
84
283
190
249
92
186
287
221
282
126
52
119
298
system)
21%
22%
37%
20%
29%
20%
25%
26%
19%
25%
19%
26%
19%
15%
19%
ab
b
acf
acf
acf
ab
193
226
140
259
171
212
84
180
263
181
260
113
42
114
272
International delivery
18%
19%
61%
18%
26%
17%
23%
25%
18%
20%
18%
23%
15%
15%
17%
ab
b
acf
abcf
ab
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
147
171
62
186
138
159
67
133
194
147
193
84
35
74
197
day delivery)
14%
15%
27%
13%
21%
13%
18%
19%
13%
16%
13%
17%
13%
10%
13%
ab
b
acf
acf
acf
a
Urgent delivery (send / receive mail that needs
130
158
63
169
126
137
65
116
174
137
173
81
31
64
176
to arrive rapidly)
12%
13%
27%
12%
19%
11%
18%
16%
12%
15%
12%
16%
11%
8%
11%
ab
b
acf
acf
acf
ab
16
15
16
19
11
16
5
10
20
12
20
8
3
10
21
Cross-Border Delivery
1%
1%
7%
1%
2%
1%
1%
1%
1%
1%
1%
2%
1%
1%
1%
ab
9
10
4
12
8
9
1
10
12
11
12
9
2
1
12
Other (PLEASE SPECIFY)
1%
1%
2%
1%
1%
1%
*%
1%
1%
1%
1%
2%
1%
*%
1%
a
None of these (DO NOT
2
2
2
2
2
2
-
2
2
2
2
2
-
*
2
READ OUT)
*%
*%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
*%
*%
b
Don't Know (DO NOT READ
8
6
*
11
5
11
*
5
11
9
11
1
3
8
11
OUT)
1%
*%
*%
1%
1%
1%
*%
1%
1%
1%
1%
*%
1%
1%
1%
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv9B1. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Letters Base: All Respondents Who Receive Letters At Their Location

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1174
238
156
402
1557
913
-
1564
1211
1571
1370
1571
1241
34
272
1571
Unweighted total
1179
234
144
351
1548
881
-
1552
1181
1560
1339
1560
1248
35
257
1560
Weighted total
1156
225
139
343
1524
858
-
1517
1149
1524
1306
1524
1222
33
246
1524
Standard delivery
98%
96%
97%
98%
98%
97%
-%
98%
97%
98%
98%
98%
98%
95%
96%
98%
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
219
46
33
153
296
298
-
298
272
298
287
298
231
7
58
298
system)
19%
20%
23%
44%
19%
34%
-%
19%
23%
19%
21%
19%
19%
19%
22%
19%
ab
b
ace
193
41
36
272
272
228
-
272
239
272
256
272
216
7
46
272
International delivery
16%
18%
25%
78%
18%
26%
-%
18%
20%
17%
19%
17%
17%
20%
18%
17%
c
ab
b
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
140
32
24
105
197
197
-
197
182
197
187
197
151
6
40
197
day delivery)
12%
14%
17%
30%
13%
22%
-%
13%
15%
13%
14%
13%
12%
17%
16%
13%
ab
b
ace
Urgent delivery (send / receive mail that needs
134
22
21
108
176
176
-
176
163
176
168
176
138
4
34
176
to arrive rapidly)
11%
9%
14%
31%
11%
20%
-%
11%
14%
11%
13%
11%
11%
11%
13%
11%
ab
b
ac
16
4
1
21
21
17
-
21
17
21
19
21
15
1
4
21
Cross-Border Delivery
1%
2%
1%
6%
1%
2%
-%
1%
1%
1%
1%
1%
1%
3%
2%
1%
ab
6
*
5
4
10
8
-
12
11
12
12
12
9
-
3
12
Other (PLEASE SPECIFY)
1%
*%
3%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
bc
None of these (DO NOT
*
-
2
-
2
*
-
2
2
2
2
2
*
-
2
2
READ OUT)
*%
-%
1%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
c
c
Don't Know (DO NOT READ
7
4
1
1
4
5
-
11
9
11
9
11
10
-
2
11
OUT)
1%
2%
*%
*%
*%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QV9b1. Which of the following types of services does each of the types of mail you receive fall into?  So for: Letters
Base: All respondents who receive LETTERS at their location
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
381
1151
382
116
1039
103
1468
488
1083
1264
99
188
1571
Unweighted total
8
367
1143
383
117
1010
103
1457
488
1072
1243
101
204
1560
Weighted total
8
361
1119
372
115
987
103
1422
479
1046
1219
97
196
1524
Standard delivery
100%
98%
98%
97%
98%
98%
100%
98%
98%
98%
98%
96%
96%
98%
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
3
80
189
102
29
177
15
283
80
218
213
30
50
298
system)
42%
22%
17%
27%
25%
18%
15%
19%
16%
20%
17%
30%
25%
19%
b
c
c
1
102
192
74
16
189
10
263
72
201
195
24
52
272
International delivery
18%
28%
17%
19%
14%
19%
9%
18%
15%
19%
16%
24%
26%
17%
b
c
c
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
3
52
140
53
17
126
8
189
53
144
147
15
33
197
day delivery)
42%
14%
12%
14%
15%
12%
8%
13%
11%
13%
12%
14%
16%
13%
Urgent delivery (send / receive mail that needs
2
47
129
46
12
119
5
172
41
135
135
10
30
176
to arrive rapidly)
20%
13%
11%
12%
10%
12%
4%
12%
8%
13%
11%
10%
15%
11%
b
b
-
4
15
5
1
13
1
20
6
14
17
*
2
21
Cross-Border Delivery
-%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
1%
-
4
5
6
2
8
-
12
4
8
5
1
5
12
Other (PLEASE SPECIFY)
-%
1%
*%
2%
2%
1%
-%
1%
1%
1%
*%
1%
3%
1%
b
c
None of these (DO NOT
-
-
2
-
-
2
-
2
2
*
2
-
-
2
READ OUT)
-%
-%
*%
-%
-%
*%
-%
*%
*%
*%
*%
-%
-%
*%
Don't Know (DO NOT READ
-
*
8
4
-
4
*
11
2
10
8
2
2
11
OUT)
-%
*%
1%
1%
-%
*%
*%
1%
*%
1%
1%
2%
1%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV9b1. Which of the following types of services does each of the types of mail you receive fall into?  So for: Letters
Base: All respondents who receive LETTERS at their location
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
377
399
401
394
1571
Unweighted total
388
404
389
378
1560
Weighted total
379
396
378
371
1524
Standard delivery
98%
98%
97%
98%
98%
Tracked service (send / receive mail for which you need to be able to
monitor its progress through the postal
53
78
74
93
298
system)
14%
19%
19%
25%
19%
d
d
47
70
75
80
272
International delivery
12%
17%
19%
21%
17%
d
d
d
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
34
59
52
52
197
day delivery)
9%
15%
13%
14%
13%
d
d
d
Urgent delivery (send / receive mail that needs
40
47
43
46
176
to arrive rapidly)
10%
12%
11%
12%
11%
6
7
5
2
21
Cross-Border Delivery
2%
2%
1%
1%
1%
1
*
2
8
12
Other (PLEASE SPECIFY)
*%
*%
1%
2%
1%
cd
None of these (DO NOT
-
*
-
2
2
READ OUT)
-%
*%
-%
*%
*%
Don't Know (DO NOT READ
2
4
2
3
11
OUT)
1%
1%
1%
1%
1%
Columns Tested: a,b,c,d

## Qv9B2. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Large Letters Base: All Respondents Who Receive Large Letters At Their Location

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
876
151
164
185
74
103
111
178
97
104
70
88
51
1376
Unweighted total
1157
53
62
73
73
181
156
236
95
101
99
145
72
1346
Weighted total
1113
51
59
72
66
176
151
226
89
100
94
143
68
1295
Standard delivery
96%
96%
94%
98%
91%
98%
97%
95%
94%
100%
95%
99%
95%
96%
i
i
acefik
i
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
198
11
11
11
12
23
30
58
14
13
10
28
11
231
system)
17%
21%
17%
15%
17%
13%
19%
24%
15%
13%
10%
19%
15%
17%
cdhjm
163
13
6
9
9
23
24
36
7
15
21
22
6
190
International delivery
14%
25%
9%
12%
12%
13%
16%
15%
8%
15%
21%
15%
8%
14%
aefhijkm
ek
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
142
8
7
7
6
18
22
45
6
10
10
16
9
164
day delivery)
12%
15%
11%
9%
9%
10%
14%
19%
6%
10%
10%
11%
13%
12%
e
eijm
Urgent delivery (send / receive mail that needs
117
7
7
6
4
13
19
34
2
11
12
16
7
137
to arrive rapidly)
10%
14%
11%
8%
5%
7%
12%
14%
2%
11%
12%
11%
10%
10%
e
e
e
e
e
ei
e
e
e
e
-
17
-
-
-
-
-
-
-
-
-
-
-
17
Cross-Border Delivery
-%
31%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
abcdefgh
ijkm
6
*
*
*
-
-
-
2
-
-
-
-
4
7
Other (PLEASE SPECIFY)
*%
1%
1%
1%
-%
-%
-%
1%
-%
-%
-%
-%
5%
1%
bdefghj
km
None of these (DO NOT
3
1
-
-
-
-
-
2
1
-
-
-
*
4
READ OUT)
*%
1%
-%
-%
-%
-%
-%
1%
1%
-%
-%
-%
*%
*%
Don't Know (DO NOT READ
14
1
1
-
1
2
2
2
3
*
4
-
*
15
OUT)
1%
1%
2%
-%
2%
1%
1%
1%
3%
*%
4%
-%
*%
1%
j
j

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

QV9b2. Which of the following types of services does each of the types of mail you receive fall into?  So for: Large letters
Base: All respondents who receive LARGE LETTERS at their location
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 141                                               | 122       | 282       | 831       | 115    | 1261 | 422   | 954   | 367 | 48   | 40                    | 50         | 229        | 1009            |
| 1376                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 86                                                | 101       | 261       | 898       | 52     | 1294 | 376   | 970   | 59  | 7    | 7                     | 9          | 37         | 1286            |
| 1346                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 84                                                | 93        | 254       | 864       | 50     | 1245 | 362   | 933   | 58  | 7    | 6                     | 9          | 36         | 1237            |
| 1295                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Standard delivery                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 98%                                               | 92%       | 97%       | 96%       | 95%    | 96%  | 96%   | 96%   | 98% | 95%  | 98%                   | 99%        | 98%        | 96%             |
| 96%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 | c         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Tracked service (send /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail for which                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| you need to be able to                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| monitor its progress                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| through the postal                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18                                                | 29        | 62        | 123       | 17     | 214  | 56    | 175   | 19  | 2    | 3                     | 4          | 9          | 213             |
| 231                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| system)                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21%                                               | 29%       | 24%       | 14%       | 33%    | 17%  | 15%   | 18%   | 31% | 29%  | 46%                   | 49%        | 25%        | 17%             |
| 17%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| ab                                                | abf       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21                                                | 31        | 48        | 90        | 3      | 187  | 51    | 139   | 15  | 1    | 2                     | 3          | 8          | 175             |
| 190                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| International delivery                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25%                                               | 30%       | 18%       | 10%       | 7%     | 14%  | 14%   | 14%   | 26% | 17%  | 35%                   | 38%        | 23%        | 14%             |
| 14%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| ae                                                | abe       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Timed delivery (send /                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail which is                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| guaranteed to arrive by                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a specific time, e.g. by                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9am next day or 1pm next                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 17                                                | 17        | 52        | 78        | 11     | 153  | 45    | 119   | 11  | 1    | 2                     | 2          | 6          | 153             |
| 164                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| day delivery)                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 19%                                               | 16%       | 20%       | 9%        | 21%    | 12%  | 12%   | 12%   | 19% | 10%  | 27%                   | 28%        | 17%        | 12%             |
| 12%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| ae                                                | ae        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Urgent delivery (send /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail that needs                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14                                                | 15        | 45        | 63        | 9      | 128  | 40    | 97    | 11  | 1    | 2                     | 2          | 6          | 125             |
| 137                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| to arrive rapidly)                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16%                                               | 15%       | 17%       | 7%        | 17%    | 10%  | 11%   | 10%   | 19% | 14%  | 28%                   | 26%        | 17%        | 10%             |
| 10%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     | a     |     |      |                       |            |            |                 |
| 2                                                 | 1         | 3         | 11        | *      | 16   | 9     | 8     | 3   | *    | *                     | *          | 2          | 14              |
| 17                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Cross-Border Delivery                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 1%        | 1%        | 1%        | 1%     | 1%   | 2%    | 1%    | 4%  | 3%   | 5%                    | 4%         | 5%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 2         | 3         | -      | 7    | 4     | 3     | *   | *    | -                     | -          | -          | 7               |
| 7                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other (PLEASE SPECIFY)                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | *%        | 1%        | *%        | -%     | 1%   | 1%    | *%    | *%  | 2%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| None of these (DO NOT                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | -         | 3         | *      | 4    | 2     | 2     | *   | *    | -                     | -          | *          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| READ OUT)                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | -%        | *%        | *%     | *%   | 1%    | *%    | *%  | 1%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | 2         | 13        | -      | 15   | 3     | 12    | *   | *    | -                     | -          | *          | 15              |
| 15                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | 1%        | 1%        | -%     | 1%   | 1%    | 1%    | 1%  | 3%   | -%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv9B2. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Large Letters Base: All Respondents Who Receive Large Letters At Their Location

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
195
175
105
264
39
48
49
84
1156
12
76
109
233
199
269
478
1376
Unweighted total
196
152
107
241
27
39
39
69
1172
8
28
71
207
213
270
549
1346
Weighted total
192
143
105
230
26
39
35
69
1127
7
27
70
203
205
260
523
1295
Standard delivery
98%
94%
98%
95%
99%
99%
89%
99%
96%
79%
96%
100%
98%
96%
96%
95%
96%
a
c
c
c
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
29
31
18
42
6
8
8
19
189
3
12
13
56
39
50
59
231
system)
15%
21%
17%
18%
24%
19%
22%
28%
16%
33%
43%
18%
27%
18%
18%
11%
17%
a
abcde
a
abc
a
a
40
38
27
51
13
12
10
16
140
1
8
5
46
34
36
60
190
International delivery
20%
25%
25%
21%
47%
31%
26%
23%
12%
11%
28%
7%
22%
16%
13%
11%
14%
abc
a
a
a
abce
abe
e
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
24
30
16
37
7
5
6
17
128
1
9
9
44
20
31
51
164
day delivery)
12%
19%
15%
15%
28%
13%
16%
25%
11%
10%
32%
12%
21%
9%
11%
9%
12%
a
a
abcde
abce
Urgent delivery (send / receive mail that needs
22
19
19
22
5
7
2
13
109
3
9
5
32
19
29
41
137
to arrive rapidly)
11%
13%
18%
9%
20%
19%
5%
19%
9%
31%
32%
7%
16%
9%
11%
7%
10%
a
ac
ac
ac
abcde
ace
1
3
1
3
1
1
*
*
14
-
*
2
5
2
2
6
17
Cross-Border Delivery
1%
2%
1%
1%
3%
4%
1%
*%
1%
-%
2%
2%
2%
1%
1%
1%
1%
-
4
-
4
-
*
2
1
4
2
-
-
1
2
*
2
7
Other (PLEASE SPECIFY)
-%
2%
-%
1%
-%
1%
5%
1%
*%
21%
-%
-%
*%
1%
*%
*%
1%
b
a
None of these (DO NOT
*
-
*
-
-
-
-
-
4
-
*
-
-
-
-
3
4
READ OUT)
*%
-%
*%
-%
-%
-%
-%
-%
*%
-%
2%
-%
-%
-%
-%
1%
*%
bd
Don't Know (DO NOT READ
-
*
-
*
-
-
-
*
15
-
1
-
1
2
*
11
15
OUT)
-%
*%
-%
*%
-%
-%
-%
*%
1%
-%
2%
-%
1%
1%
*%
2%
1%

## Qv9B2. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Large Letters Base: All Respondents Who Receive Large Letters At Their Location

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
969
1079
280
1297
657
1122
415
715
1316
910
1295
475
262
635
1376
Unweighted total
917
1048
214
1258
625
1104
341
669
1284
846
1258
456
242
644
1346
Weighted total
887
1015
210
1213
596
1066
336
642
1237
816
1214
445
227
621
1295
Standard delivery
97%
97%
98%
96%
95%
97%
98%
96%
96%
96%
96%
98%
94%
96%
96%
acd
b
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
180
211
74
223
157
191
76
149
225
188
223
95
55
79
231
system)
20%
20%
34%
18%
25%
17%
22%
22%
18%
22%
18%
21%
23%
12%
17%
ab
b
acf
acf
acf
a
a
149
164
122
184
139
150
63
135
183
141
183
86
32
72
190
International delivery
16%
16%
57%
15%
22%
14%
18%
20%
14%
17%
15%
19%
13%
11%
14%
ab
b
cf
acf
f
ab
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
124
147
56
157
124
133
62
114
159
138
157
71
33
60
164
day delivery)
14%
14%
26%
12%
20%
12%
18%
17%
12%
16%
12%
15%
14%
9%
12%
ab
b
acf
acf
acf
a
Urgent delivery (send /
receive mail that needs
110
124
57
131
106
108
55
90
134
114
134
61
31
45
137
to arrive rapidly)
12%
12%
27%
10%
17%
10%
16%
13%
10%
13%
11%
13%
13%
7%
10%
ab
b
acf
cf
acf
a
a
12
12
13
15
9
13
5
8
16
10
16
6
3
8
17
Cross-Border Delivery
1%
1%
6%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
ab
6
5
2
7
5
5
-
6
7
6
7
4
-
3
7
Other (PLEASE SPECIFY)
1%
*%
1%
1%
1%
*%
-%
1%
1%
1%
1%
1%
-%
*%
1%
e
None of these (DO NOT
2
2
*
3
2
2
-
1
3
1
3
*
*
3
4
READ OUT)
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
Don't Know (DO NOT READ
11
9
1
15
5
15
1
8
15
9
15
3
3
9
15
OUT)
1%
1%
1%
1%
1%
1%
*%
1%
1%
1%
1%
1%
1%
1%
1%
e
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv9B2. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Large Letters Base: All Respondents Who Receive Large Letters At Their Location

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1023
207
144
384
1365
873
-
1375
1145
1376
1376
1370
1078
33
248
1376
Unweighted total
1017
194
132
333
1337
838
-
1346
1104
1346
1346
1339
1062
35
231
1346
Weighted total
984
183
126
326
1295
801
-
1295
1064
1295
1295
1288
1019
35
226
1295
Standard delivery
97%
94%
95%
98%
97%
96%
-%
96%
96%
96%
96%
96%
96%
100%
98%
96%
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
169
31
31
121
229
231
-
231
210
231
231
231
177
5
49
231
system)
17%
16%
23%
36%
17%
28%
-%
17%
19%
17%
17%
17%
17%
15%
21%
17%
ab
b
124
35
30
190
190
165
-
190
169
190
190
188
152
2
33
190
International delivery
12%
18%
23%
57%
14%
20%
-%
14%
15%
14%
14%
14%
14%
6%
14%
14%
c
c
ab
b
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
108
29
27
91
164
164
-
164
158
164
164
164
129
3
31
164
day delivery)
11%
15%
20%
27%
12%
20%
-%
12%
14%
12%
12%
12%
12%
9%
13%
12%
c
ab
b
Urgent delivery (send /
receive mail that needs
99
18
19
88
136
137
-
137
127
137
137
137
109
4
25
137
to arrive rapidly)
10%
9%
15%
27%
10%
16%
-%
10%
12%
10%
10%
10%
10%
10%
11%
10%
ab
b
12
4
1
17
17
15
-
17
15
17
17
16
12
*
4
17
Cross-Border Delivery
1%
2%
1%
5%
1%
2%
-%
1%
1%
1%
1%
1%
1%
1%
2%
1%
ab
5
*
2
1
5
5
-
7
7
7
7
7
4
-
3
7
Other (PLEASE SPECIFY)
*%
*%
1%
*%
*%
1%
-%
1%
1%
1%
1%
1%
*%
-%
1%
1%
None of these (DO NOT
4
-
-
1
4
2
-
4
3
4
4
4
3
-
-
4
READ OUT)
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
Don't Know (DO NOT READ
7
8
*
3
11
5
-
15
9
15
15
15
13
-
2
15
OUT)
1%
4%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
ac
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QV9b2. Which of the following types of services does each of the types of mail you receive fall into?  So for: Large letters
Base: All respondents who receive LARGE LETTERS at their location
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
350
993
352
105
905
72
1304
402
974
1093
92
174
1376
Unweighted total
6
335
968
347
104
866
70
1275
392
954
1052
93
189
1346
Weighted total
4
323
929
339
100
834
66
1229
379
916
1021
90
174
1295
Standard delivery
71%
96%
96%
98%
96%
96%
94%
96%
97%
96%
97%
97%
92%
96%
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
2
50
159
70
21
148
11
221
58
173
168
12
48
231
system)
32%
15%
16%
20%
21%
17%
15%
17%
15%
18%
16%
13%
25%
17%
bc
*
72
136
51
15
124
8
182
51
139
135
17
36
190
International delivery
3%
21%
14%
15%
14%
14%
12%
14%
13%
15%
13%
18%
19%
14%
c
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
*
46
116
46
13
105
5
159
37
127
121
14
27
164
day delivery)
3%
14%
12%
13%
13%
12%
7%
13%
9%
13%
12%
15%
14%
12%
b
Urgent delivery (send / receive mail that needs
*
35
94
43
13
89
2
134
34
103
108
9
19
137
to arrive rapidly)
3%
10%
10%
12%
13%
10%
3%
11%
9%
11%
10%
10%
10%
10%
b
-
4
13
4
1
10
*
16
4
12
14
*
2
17
Cross-Border Delivery
-%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
1%
-
4
5
2
-
6
-
7
4
3
3
-
4
7
Other (PLEASE SPECIFY)
-%
1%
*%
1%
-%
1%
-%
1%
1%
*%
*%
-%
2%
1%
c
None of these (DO NOT
-
1
3
-
-
3
-
4
2
2
3
-
*
4
READ OUT)
-%
*%
*%
-%
-%
*%
-%
*%
*%
*%
*%
-%
*%
*%
Don't Know (DO NOT READ
-
-
12
3
2
7
-
15
2
13
11
2
2
15
OUT)
-%
-%
1%
1%
2%
1%
-%
1%
1%
1%
1%
2%
1%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV9b2. Which of the following types of services does each of the types of mail you receive fall into?  So for: Large letters
Base: All respondents who receive LARGE LETTERS at their location
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
312
351
363
350
1376
Unweighted total
314
358
343
330
1346
Weighted total
302
339
336
318
1295
Standard delivery
96%
95%
98%
96%
96%
c
Tracked service (send / receive mail for which
you need to be able to monitor its progress through the postal
47
60
64
60
231
system)
15%
17%
19%
18%
17%
33
55
56
47
190
International delivery
10%
15%
16%
14%
14%
d
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
31
47
40
46
164
day delivery)
10%
13%
12%
14%
12%
Urgent delivery (send / receive mail that needs
34
33
29
41
137
to arrive rapidly)
11%
9%
8%
12%
10%
5
6
3
2
17
Cross-Border Delivery
2%
2%
1%
1%
1%
-
-
2
5
7
Other (PLEASE SPECIFY)
-%
-%
1%
1%
1%
cd
None of these (DO NOT
3
*
1
-
4
READ OUT)
1%
*%
*%
-%
*%
Don't Know (DO NOT READ
1
10
2
2
15
OUT)
*%
3%
1%
1%
1%
abd

Columns Tested: a,b,c,d

## Qv9B3. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Parcels And Packets Base: All Respondents Who Receive Parcels And Packets At Their Location

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
774
132
148
172
71
86
103
158
74
91
58
84
49
1226
Unweighted total
1031
46
56
68
71
152
145
209
77
86
82
140
68
1201
Weighted total
816
39
46
53
58
126
107
160
65
69
63
116
51
955
Standard delivery
79%
85%
82%
78%
81%
83%
74%
77%
85%
81%
76%
83%
76%
79%
g
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
551
20
24
36
40
70
65
122
44
48
47
71
46
632
system)
54%
44%
43%
53%
56%
46%
45%
58%
57%
56%
57%
51%
67%
53%
kl
gkl
ghkl
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
300
10
14
16
18
37
48
70
27
25
24
32
18
340
day delivery)
29%
21%
25%
24%
26%
25%
33%
34%
35%
29%
29%
23%
27%
28%
l
l
l
Urgent delivery (send / receive mail that needs
201
11
9
14
10
32
21
39
19
20
19
25
15
235
to arrive rapidly)
19%
24%
16%
21%
15%
21%
15%
19%
24%
24%
23%
18%
21%
20%
170
9
8
12
7
21
26
39
16
13
17
21
10
200
International delivery
16%
20%
15%
18%
10%
14%
18%
19%
21%
15%
20%
15%
14%
17%
-
14
-
-
-
-
-
-
-
-
-
-
-
14
Cross-Border Delivery
-%
29%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
abcdefgh
ijkm
37
1
*
3
3
2
4
14
*
3
6
*
5
42
Other (PLEASE SPECIFY)
4%
2%
1%
5%
4%
1%
3%
7%
*%
3%
7%
*%
8%
3%
bk
bek
bek
bek
None of these (DO NOT
5
*
-
-
-
-
2
-
1
-
-
-
2
5
READ OUT)
*%
1%
-%
-%
-%
-%
1%
-%
2%
-%
-%
-%
3%
*%
fjk
Don't Know (DO NOT READ
8
1
1
*
*
2
-
2
1
*
2
-
*
10
OUT)
1%
2%
2%
1%
*%
1%
-%
1%
2%
*%
2%
-%
*%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qv9B3. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Parcels And Packets Base: All Respondents Who Receive Parcels And Packets At Their Location

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 137                                               | 105       | 263       | 721       | 108    | 1118 | 384   | 842   | 323 | 43   | 37                    | 48         | 195        | 903             |
| 1226                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 85                                                | 84        | 253       | 779       | 52     | 1149 | 350   | 851   | 52  | 7    | 6                     | 8          | 31         | 1149            |
| 1201                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 70                                                | 58        | 205       | 622       | 42     | 912  | 276   | 679   | 47  | 6    | 4                     | 8          | 28         | 908             |
| 955                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Standard delivery                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 82%                                               | 68%       | 81%       | 80%       | 81%    | 79%  | 79%   | 80%   | 91% | 90%  | 75%                   | 97%        | 92%        | 79%             |
| 79%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 | c         | c         |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                | ad        | ad        |           |        |      |       |       |     |      |                       |            |            |                 |
| Tracked service (send /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail for which                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| you need to be able to                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| monitor its progress                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| through the postal                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 50                                                | 58        | 126       | 398       | 24     | 608  | 179   | 453   | 28  | 3    | 4                     | 5          | 16         | 604             |
| 632                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| system)                                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 59%                                               | 69%       | 50%       | 51%       | 46%    | 53%  | 51%   | 53%   | 54% | 50%  | 62%                   | 61%        | 51%        | 53%             |
| 53%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Timed delivery (send /                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail which is                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| guaranteed to arrive by                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a specific time, e.g. by                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9am next day or 1pm next                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30                                                | 30        | 82        | 199       | 15     | 325  | 107   | 232   | 15  | 2    | 2                     | 2          | 9          | 324             |
| 340                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| day delivery)                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 35%                                               | 35%       | 32%       | 26%       | 28%    | 28%  | 31%   | 27%   | 30% | 27%  | 29%                   | 29%        | 31%        | 28%             |
| 28%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| Urgent delivery (send /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive mail that needs                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 22                                                | 16        | 58        | 139       | 11     | 224  | 71    | 164   | 15  | 2    | 2                     | 2          | 9          | 220             |
| 235                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| to arrive rapidly)                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26%                                               | 19%       | 23%       | 18%       | 20%    | 20%  | 20%   | 19%   | 28% | 29%  | 28%                   | 27%        | 29%        | 19%             |
| 20%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 25                                                | 22        | 53        | 99        | 4      | 196  | 45    | 155   | 14  | 1    | 1                     | 3          | 8          | 186             |
| 200                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| International delivery                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 29%                                               | 26%       | 21%       | 13%       | 7%     | 17%  | 13%   | 18%   | 26% | 18%  | 25%                   | 39%        | 25%        | 16%             |
| 17%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | b         | b      | a    |       |       |     |      |                       |            |            |                 |
| abe                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 3         | 8         | *      | 13   | 7     | 6     | 2   | *    | *                     | *          | 1          | 12              |
| 14                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Cross-Border Delivery                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 1%        | 1%        | 1%        | 1%     | 1%   | 2%    | 1%    | 4%  | 5%   | 4%                    | 3%         | 4%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 5                                                 | 3         | 9         | 26        | *      | 42   | 12    | 29    | 2   | *    | *                     | -          | 1          | 40              |
| 42                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other (PLEASE SPECIFY)                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 3%        | 3%        | 3%        | *%     | 4%   | 4%    | 3%    | 3%  | 2%   | 7%                    | -%         | 3%         | 4%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| None of these (DO NOT                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 5         | -      | 5    | 4     | 2     | -   | -    | -                     | -          | -          | 5               |
| 5                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| READ OUT)                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 1%        | -%     | *%   | 1%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 3         | 7         | -      | 10   | 1     | 9     | 1   | *    | *                     | -          | *          | 9               |
| 10                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | 1%        | 1%        | -%     | 1%   | *%    | 1%    | 1%  | 3%   | 2%                    | -%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qv9B3. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Parcels And Packets Base: All Respondents Who Receive Parcels And Packets At Their Location

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
191
168
102
256
39
46
50
81
1010
12
66
101
200
180
242
425
1226
Unweighted total
191
147
104
234
27
36
38
66
1034
8
24
69
178
198
246
478
1201
Weighted total
142
118
75
185
24
30
27
51
822
3
20
58
158
141
203
371
955
Standard delivery
74%
80%
72%
79%
91%
85%
69%
78%
79%
36%
85%
85%
89%
71%
83%
78%
79%
c
c
c
ac
c
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
115
89
63
141
16
21
23
36
536
5
14
35
97
106
129
247
632
system)
60%
61%
61%
60%
60%
60%
59%
55%
52%
54%
61%
50%
54%
53%
53%
52%
53%
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
64
54
34
84
8
8
15
21
287
5
12
18
51
53
77
124
340
day delivery)
33%
37%
33%
36%
30%
23%
39%
33%
28%
54%
48%
26%
28%
27%
32%
26%
28%
abcde
Urgent delivery (send / receive mail that needs
45
39
23
61
8
11
6
18
192
3
8
13
39
39
51
82
235
to arrive rapidly)
23%
26%
22%
26%
31%
31%
16%
27%
19%
31%
35%
18%
22%
20%
21%
17%
20%
a
abcde
51
48
27
71
13
9
9
12
157
1
9
10
38
26
45
71
200
International delivery
26%
33%
26%
31%
47%
26%
23%
19%
15%
10%
36%
14%
21%
13%
18%
15%
17%
abcd
a
abcde
c
1
4
1
3
1
1
1
1
10
-
*
2
4
1
3
3
14
Cross-Border Delivery
*%
2%
1%
1%
3%
2%
3%
1%
1%
-%
1%
3%
2%
*%
1%
1%
1%
7
5
*
12
-
2
3
1
36
2
2
*
4
11
3
19
42
Other (PLEASE SPECIFY)
4%
4%
*%
5%
-%
5%
8%
1%
3%
25%
8%
*%
2%
6%
1%
4%
3%
b
bde
be
None of these (DO NOT
-
-
-
-
-
-
-
-
5
-
-
-
-
2
-
4
5
READ OUT)
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
1%
-%
1%
*%
Don't Know (DO NOT READ
-
-
-
-
-
*
-
-
10
-
1
*
2
4
*
3
10
OUT)
-%
-%
-%
-%
-%
*%
-%
-%
1%
-%
2%
*%
1%
2%
*%
1%
1%

## Qv9B3. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Parcels And Packets Base: All Respondents Who Receive Parcels And Packets At Their Location

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
871
945
257
1159
625
991
390
700
1174
798
1160
421
248
550
1226
Unweighted total
826
914
197
1126
583
973
322
654
1147
734
1130
402
232
559
1201
Weighted total
672
751
170
906
439
777
261
510
914
601
905
338
172
441
955
Standard delivery
81%
82%
86%
80%
75%
80%
81%
78%
80%
82%
80%
84%
74%
79%
79%
ab
a
ab
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
449
497
127
597
358
518
171
369
606
406
593
206
120
304
632
system)
54%
54%
65%
53%
61%
53%
53%
56%
53%
55%
53%
51%
52%
54%
53%
b
b
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
254
266
78
323
209
273
92
210
329
211
323
120
68
152
340
day delivery)
31%
29%
40%
29%
36%
28%
29%
32%
29%
29%
29%
30%
29%
27%
28%
b
b
Urgent delivery (send / receive mail that needs
182
193
72
228
146
188
70
153
227
165
224
93
47
95
235
to arrive rapidly)
22%
21%
37%
20%
25%
19%
22%
23%
20%
23%
20%
23%
20%
17%
20%
ab
b
f
a
160
161
107
193
146
163
64
138
191
130
190
75
34
91
200
International delivery
19%
18%
54%
17%
25%
17%
20%
21%
17%
18%
17%
19%
15%
16%
17%
ab
b
acf
11
10
11
12
8
11
3
9
13
10
13
6
2
5
14
Cross-Border Delivery
1%
1%
5%
1%
1%
1%
1%
1%
1%
1%
1%
2%
1%
1%
1%
ab
28
35
7
40
21
31
7
23
40
25
40
17
4
18
42
Other (PLEASE SPECIFY)
3%
4%
3%
4%
4%
3%
2%
4%
3%
3%
4%
4%
2%
3%
3%
None of these (DO NOT
2
5
-
5
4
4
2
2
5
5
5
2
-
4
5
READ OUT)
*%
1%
-%
*%
1%
*%
1%
*%
*%
1%
*%
*%
-%
1%
*%
Don't Know (DO NOT READ
10
5
1
10
4
10
3
4
10
6
10
-
6
4
10
OUT)
1%
1%
*%
1%
1%
1%
1%
1%
1%
1%
1%
-%
3%
1%
1%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qv9B3. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Parcels And Packets Base: All Respondents Who Receive Parcels And Packets At Their Location

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
909
189
127
365
1215
870
-
1224
1226
1216
1145
1211
950
30
231
1226
Unweighted total
909
176
116
319
1190
854
-
1199
1201
1186
1104
1181
943
31
213
1201
Weighted total
727
133
94
270
955
636
-
952
955
942
883
937
768
18
160
955
Standard delivery
80%
76%
81%
85%
80%
74%
-%
79%
79%
79%
80%
79%
81%
59%
75%
79%
a
a
ab
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
473
95
64
232
628
632
-
630
632
624
595
619
482
20
123
632
system)
52%
54%
55%
73%
53%
74%
-%
53%
53%
53%
54%
52%
51%
65%
58%
53%
b
b
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
243
54
43
144
339
340
-
337
340
335
318
331
265
10
62
340
day delivery)
27%
31%
37%
45%
28%
40%
-%
28%
28%
28%
29%
28%
28%
32%
29%
28%
c
b
b
Urgent delivery (send / receive mail that needs
162
45
28
129
235
235
-
233
235
231
224
230
186
8
42
235
to arrive rapidly)
18%
26%
24%
40%
20%
28%
-%
19%
20%
19%
20%
19%
20%
27%
20%
20%
c
ab
b
140
31
29
200
200
183
-
200
200
197
189
193
165
2
32
200
International delivery
15%
17%
25%
63%
17%
21%
-%
17%
17%
17%
17%
16%
17%
6%
15%
17%
c
ab
b
10
2
1
14
14
13
-
14
14
14
13
13
10
-
3
14
Cross-Border Delivery
1%
1%
1%
4%
1%
2%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
ab
34
6
2
9
40
18
-
42
42
42
36
42
35
*
7
42
Other (PLEASE SPECIFY)
4%
3%
2%
3%
3%
2%
-%
3%
3%
4%
3%
4%
4%
1%
3%
3%
None of these (DO NOT
5
-
-
-
5
4
-
5
5
5
5
5
4
1
-
5
READ OUT)
1%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
4%
-%
*%
ac
Don't Know (DO NOT READ
8
2
*
2
6
2
-
10
10
10
10
10
7
-
3
10
OUT)
1%
1%
*%
1%
*%
*%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qv9B3. Which Of The Following Types Of Services Does Each Of The Types Of Mail You Receive Fall Into?  So For: Parcels And Packets Base: All Respondents Who Receive Parcels And Packets At Their Location

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
9
335
874
323
92
800
61
1165
360
866
946
91
172
1226
Unweighted total
7
317
842
331
97
766
63
1138
357
844
908
95
188
1201
Weighted total
3
240
672
267
76
609
53
902
288
667
732
80
135
955
Standard delivery
40%
76%
80%
81%
79%
79%
83%
79%
81%
79%
81%
85%
72%
79%
a
a
Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal
3
194
435
180
49
399
26
607
158
474
456
68
104
632
system)
44%
61%
52%
54%
51%
52%
40%
53%
44%
56%
50%
72%
55%
53%
b
b
ac
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
*
105
238
95
25
218
12
327
88
252
253
32
55
340
day delivery)
3%
33%
28%
29%
25%
28%
19%
29%
25%
30%
28%
34%
29%
28%
Urgent delivery (send / receive mail that needs
*
76
163
70
17
144
9
226
59
176
180
19
36
235
to arrive rapidly)
4%
24%
19%
21%
18%
19%
14%
20%
16%
21%
20%
20%
19%
20%
1
89
129
67
15
136
8
192
56
143
124
28
47
200
International delivery
12%
28%
15%
20%
15%
18%
13%
17%
16%
17%
14%
29%
25%
17%
b
c
c
-
3
10
3
1
7
*
13
4
10
12
*
1
14
Cross-Border Delivery
-%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
1%
1%
2
10
28
14
7
30
*
41
13
29
24
4
13
42
Other (PLEASE SPECIFY)
26%
3%
3%
4%
7%
4%
1%
4%
4%
3%
3%
4%
7%
3%
c
None of these (DO NOT
-
-
2
4
2
*
1
4
1
4
5
-
-
5
READ OUT)
-%
-%
*%
1%
2%
*%
2%
*%
*%
*%
1%
-%
-%
*%
b
a
Don't Know (DO NOT READ
-
-
8
2
*
8
-
10
5
5
9
*
*
10
OUT)
-%
-%
1%
1%
*%
1%
-%
1%
1%
1%
1%
*%
*%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QV9b3. Which of the following types of services does each of the types of mail you receive fall into?  So for: Parcels and packets
Base: All respondents who receive PARCELS AND PACKETS at their location
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
299
297
319
311
1226
Unweighted total
307
300
298
295
1201
Weighted total
227
252
247
228
955
Standard delivery
74%
84%
83%
77%
79%
ad
d
Tracked service (send / receive mail for which
you need to be able to monitor its progress through the postal
158
170
145
159
632
system)
52%
57%
49%
54%
53%
b
Timed delivery (send / receive mail which is guaranteed to arrive by a specific time, e.g. by 9am next day or 1pm next
72
97
86
85
340
day delivery)
24%
32%
29%
29%
28%
d
Urgent delivery (send / receive mail that needs
59
69
48
59
235
to arrive rapidly)
19%
23%
16%
20%
20%
b
42
62
48
48
200
International delivery
14%
21%
16%
16%
17%
d
4
4
3
3
14
Cross-Border Delivery
1%
1%
1%
1%
1%
4
6
12
20
42
Other (PLEASE SPECIFY)
1%
2%
4%
7%
3%
d
cd
None of these (DO NOT
*
1
2
2
5
READ OUT)
*%
*%
1%
1%
*%
Don't Know (DO NOT READ
3
3
2
2
10
OUT)
1%
1%
1%
1%
1%
Columns Tested: a,b,c,d

## Qrm1. At What Time Do You Usually Receive Your Royal Mail Delivery At Your Premises? Base: All Respondents Who Use Royal Mail Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
26
1
4
3
-
2
2
9
-
-
2
7
4
34
6am - 8.59am
2%
2%
5%
3%
-%
1%
1%
3%
-%
-%
2%
4%
4%
2%
degim
d
d
de
de
830
39
46
59
56
129
121
168
63
73
50
112
59
974
9am - 11.59am
61%
62%
64%
70%
65%
63%
65%
61%
57%
64%
45%
65%
62%
62%
c
c
c
cem
c
c
c
c
c
c
399
17
19
19
20
59
49
78
41
34
43
46
27
454
12pm - 2.59pm
30%
28%
27%
23%
23%
29%
27%
29%
38%
30%
40%
27%
29%
29%
j
ijk
ijk
18
2
1
1
1
-
6
4
1
1
2
-
4
22
3pm - 5.59pm
1%
4%
1%
1%
1%
-%
3%
1%
1%
1%
2%
-%
4%
1%
bhjm
bh
7
1
*
1
1
-
2
2
-
*
-
-
2
9
6pm - 5.59am
1%
1%
1%
1%
1%
-%
1%
1%
-%
*%
-%
-%
2%
1%
70
2
2
2
8
15
6
13
4
5
13
7
*
76
Don't know
5%
3%
2%
2%
9%
7%
3%
5%
4%
5%
12%
4%
*%
5%
ajkl
ajk
aefgjkl
m
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QRM1. At what time do you usually receive your Royal Mail delivery at your premises?
Base: All respondents who use Royal Mail
|                  |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than        | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k              | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149              | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95               | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                | 1         | 6         | 22        | 5      | 29   | 13    | 21    | 2   | *    | 1                     | 1          | *          | 32              |
| 34               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6am - 8.59am     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%               | 1%        | 2%        | 2%        | 8%     | 2%   | 3%    | 2%    | 3%  | 6%   | 9%                    | 6%         | 1%         | 2%              |
| 2%               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 60               | 60        | 180       | 675       | 34     | 940  | 274   | 700   | 43  | 5    | 5                     | 7          | 27         | 931             |
| 974              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9am - 11.59am    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 63%              | 59%       | 64%       | 62%       | 59%    | 62%  | 60%   | 63%   | 69% | 64%  | 69%                   | 69%        | 70%        | 62%             |
| 62%              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 23               | 32        | 76        | 322       | 15     | 439  | 148   | 306   | 14  | 2    | 1                     | 2          | 9          | 440             |
| 454              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12pm - 2.59pm    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25%              | 32%       | 27%       | 30%       | 26%    | 29%  | 33%   | 27%   | 23% | 22%  | 20%                   | 22%        | 23%        | 29%             |
| 29%              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                | f         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                | 4         | 4         | 14        | -      | 22   | 7     | 15    | *   | -    | -                     | -          | *          | 22              |
| 22               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3pm - 5.59pm     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%               | 4%        | 1%        | 1%        | -%     | 1%   | 2%    | 1%    | *%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                | *         | *         | 8         | -      | 9    | 1     | 9     | 1   | -    | -                     | -          | 1          | 9               |
| 9                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6pm - 5.59am     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%               | *%        | *%        | 1%        | -%     | 1%   | *%    | 1%    | 1%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                | 5         | 14        | 51        | 4      | 72   | 12    | 64    | 2   | 1    | *                     | *          | 1          | 73              |
| 76               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%               | 5%        | 5%        | 5%        | 6%     | 5%   | 3%    | 6%    | 4%  | 9%   | 2%                    | 3%         | 3%         | 5%              |
| 5%               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d

## Qrm1. At What Time Do You Usually Receive Your Royal Mail Delivery At Your Premises? Base: All Respondents Who Use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
8
8
3
13
2
*
2
1
28
1
1
2
3
8
3
17
34
6am - 8.59am
4%
5%
2%
5%
8%
1%
6%
1%
2%
6%
3%
2%
2%
3%
1%
2%
2%
a
148
118
71
195
16
29
27
43
859
6
19
52
134
144
198
421
974
9am - 11.59am
70%
66%
61%
71%
56%
71%
70%
58%
62%
61%
67%
67%
63%
61%
65%
60%
62%
b
45
44
37
52
8
9
6
25
406
3
5
18
64
68
88
209
454
12pm - 2.59pm
21%
24%
31%
19%
28%
22%
15%
34%
29%
32%
17%
23%
30%
29%
29%
30%
29%
a
c
c
f
f
f
f
3
2
2
2
-
*
2
*
20
-
-
-
2
3
6
10
22
3pm - 5.59pm
1%
1%
2%
1%
-%
1%
5%
1%
1%
-%
-%
-%
1%
1%
2%
1%
1%
2
1
2
1
-
*
-
-
9
-
1
*
2
*
*
5
9
6pm - 5.59am
1%
1%
2%
*%
-%
*%
-%
-%
1%
-%
4%
*%
1%
*%
*%
1%
1%
abce
5
7
2
10
2
2
2
4
66
*
3
6
8
11
9
39
76
Don't know
3%
4%
2%
4%
8%
5%
4%
6%
5%
1%
9%
8%
4%
5%
3%
6%
5%
bd
b
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qrm1. At What Time Do You Usually Receive Your Royal Mail Delivery At Your Premises? Base: All Respondents Who Use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
21
25
7
30
15
22
14
16
30
23
28
11
5
18
34
6am - 8.59am
2%
2%
3%
2%
2%
2%
4%
2%
2%
3%
2%
2%
2%
2%
2%
acf
660
724
146
900
395
778
237
461
909
551
904
300
176
494
974
9am - 11.59am
61%
61%
63%
62%
60%
62%
63%
65%
61%
62%
62%
61%
64%
62%
62%
326
358
57
424
187
367
100
179
433
259
420
139
75
234
454
12pm - 2.59pm
30%
30%
25%
29%
29%
29%
27%
25%
29%
29%
29%
28%
27%
29%
29%
14
19
5
21
11
13
4
12
22
11
22
10
6
7
22
3pm - 5.59pm
1%
2%
2%
1%
2%
1%
1%
2%
2%
1%
2%
2%
2%
1%
1%
5
8
*
8
5
7
3
3
9
6
9
2
3
3
9
6pm - 5.59am
*%
1%
*%
1%
1%
1%
1%
*%
1%
1%
1%
1%
1%
*%
1%
49
60
15
72
40
58
17
33
75
39
72
30
10
36
76
Don't know
5%
5%
7%
5%
6%
5%
5%
5%
5%
4%
5%
6%
4%
5%
5%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qrm1. At What Time Do You Usually Receive Your Royal Mail Delivery At Your Premises? Base: All Respondents Who Use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
21
5
8
6
32
14
-
34
21
32
29
32
27
-
7
34
6am - 8.59am
2%
2%
5%
2%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
3%
2%
c
742
137
95
226
950
548
2
965
739
953
821
949
811
24
148
974
9am - 11.59am
62%
58%
66%
65%
62%
63%
100%
62%
63%
62%
62%
62%
63%
67%
57%
62%
a
345
79
30
94
445
254
-
452
330
441
371
438
365
8
85
454
12pm - 2.59pm
29%
34%
21%
27%
29%
29%
-%
29%
28%
29%
28%
29%
28%
24%
33%
29%
a
a
19
*
3
5
22
12
-
22
17
22
19
22
19
-
3
22
3pm - 5.59pm
2%
*%
2%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
6
3
-
1
9
5
-
9
7
9
9
9
5
-
4
9
6pm - 5.59am
1%
1%
-%
*%
1%
1%
-%
1%
1%
1%
1%
1%
*%
-%
1%
1%
c
54
11
9
18
75
41
-
76
59
76
65
76
60
3
14
76
Don't know
5%
5%
6%
5%
5%
5%
-%
5%
5%
5%
5%
5%
5%
10%
5%
5%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qrm1. At What Time Do You Usually Receive Your Royal Mail Delivery At Your Premises? Base: All Respondents Who Use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
16
30
4
2
29
3
31
11
23
24
1
5
34
6am - 8.59am
-%
4%
3%
1%
2%
3%
3%
2%
2%
2%
2%
1%
3%
2%
4
237
760
214
39
715
60
914
313
662
788
55
127
974
9am - 11.59am
66%
68%
65%
54%
32%
69%
59%
62%
62%
62%
62%
53%
68%
62%
a
b
b
2
78
315
139
60
251
26
429
140
314
374
33
47
454
12pm - 2.59pm
34%
23%
27%
35%
49%
24%
25%
29%
28%
29%
29%
32%
25%
29%
b
a
-
5
18
4
6
6
-
22
8
15
16
4
2
22
3pm - 5.59pm
-%
1%
2%
1%
5%
1%
-%
2%
2%
1%
1%
3%
1%
1%
a
-
3
4
5
3
3
2
7
4
5
9
-
*
9
6pm - 5.59am
-%
1%
*%
1%
3%
*%
2%
*%
1%
1%
1%
-%
*%
1%
b
a
a
-
10
48
28
11
32
11
65
28
48
57
11
6
76
Don't know
-%
3%
4%
7%
9%
3%
11%
4%
6%
4%
5%
10%
3%
5%
b
a
a
ac
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QRM1. At what time do you usually receive your Royal Mail delivery at your premises?
Base: All respondents who use Royal Mail
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
9
8
9
8
34
6am - 8.59am
2%
2%
2%
2%
2%
241
240
264
229
974
9am - 11.59am
62%
61%
66%
59%
62%
a
112
126
100
116
454
12pm - 2.59pm
29%
32%
25%
30%
29%
b
3
6
5
9
22
3pm - 5.59pm
1%
1%
1%
2%
1%
-
-
7
2
9
6pm - 5.59am
-%
-%
2%
1%
1%
cd
22
15
15
23
76
Don't know
6%
4%
4%
6%
5%
Columns Tested: a,b,c,d
QRM2. Thinking generally about the service your organisation receives as a whole, on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you with the overall
quality of the services you receive from Royal Mail as a recipient and sender?
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
20
1
1
1
3
-
2
4
1
2
*
5
4
22
Very Dissatisfied
1%
1%
1%
1%
3%
-%
1%
1%
1%
2%
*%
3%
4%
1%
h
h
90
3
3
5
4
11
11
13
6
12
16
9
7
101
Fairly Dissatisfied
7%
5%
4%
6%
5%
5%
6%
5%
5%
11%
15%
6%
8%
6%
fk
befghij
klm
Neither Satisfied Nor
364
13
16
18
17
57
57
74
42
27
28
40
22
409
Dissatisfied
27%
20%
21%
21%
20%
28%
31%
27%
38%
24%
25%
23%
23%
26%
jl
abdfijklm
543
25
28
37
44
75
70
118
36
43
47
69
40
632
Fairly Satisfied
40%
39%
38%
43%
51%
37%
38%
43%
33%
38%
43%
40%
42%
40%
ehkm
333
22
26
25
18
61
46
65
25
30
18
49
22
405
Very Satisfied
25%
35%
35%
29%
20%
30%
25%
24%
23%
26%
17%
29%
23%
26%
cefim
cefgim
c
c
Don't Know (DO NOT READ
*
-
-
-
-
-
-
*
-
-
-
-
-
*
OUT)
*%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
877
46
53
61
62
136
115
183
61
73
66
118
62
1038
NET: Satisfied
65%
74%
74%
73%
72%
67%
62%
67%
56%
64%
60%
69%
65%
66%
cegm
cegm
cegm
e
e
110
4
4
6
7
11
13
17
7
14
16
14
11
123
NET: Dissatisfied
8%
6%
5%
7%
8%
5%
7%
6%
6%
12%
15%
8%
11%
8%
k
fhjklm

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

QRM2. Thinking generally about the service your organisation receives as a whole, on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you with the overall
quality of the services you receive from Royal Mail as a recipient and sender?
Base: All respondents who use Royal Mail
|                         |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                     | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                      | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                       | 3         | 9         | 9         | *      | 22   | 10    | 12    | 2   | *    | 1                     | -          | 1          | 20              |
| 22                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                      | 3%        | 3%        | 1%        | *%     | 1%   | 2%    | 1%    | 3%  | 2%   | 10%                   | -%         | 3%         | 1%              |
| 1%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcf                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7                       | 9         | 15        | 70        | 3      | 98   | 19    | 81    | 4   | *    | 1                     | 1          | 2          | 97              |
| 101                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8%                      | 9%        | 5%        | 6%        | 4%     | 6%   | 4%    | 7%    | 6%  | 2%   | 13%                   | 8%         | 6%         | 6%              |
| 6%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       | e         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 28                      | 31        | 75        | 276       | 15     | 394  | 111   | 298   | 15  | 1    | 2                     | 3          | 9          | 395             |
| 409                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 29%                     | 30%       | 27%       | 25%       | 26%    | 26%  | 24%   | 27%   | 23% | 19%  | 25%                   | 28%        | 23%        | 26%             |
| 26%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 38                      | 44        | 102       | 448       | 21     | 611  | 179   | 454   | 26  | 3    | 2                     | 4          | 17         | 606             |
| 632                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 40%                     | 43%       | 36%       | 41%       | 37%    | 40%  | 39%   | 41%   | 41% | 37%  | 30%                   | 44%        | 44%        | 40%             |
| 40%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21                      | 16        | 80        | 289       | 19     | 386  | 135   | 270   | 16  | 3    | 2                     | 2          | 9          | 389             |
| 405                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 22%                     | 15%       | 28%       | 26%       | 33%    | 26%  | 30%   | 24%   | 25% | 40%  | 22%                   | 19%        | 25%        | 26%             |
| 26%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                       | c         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| abcf                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                       | -         | *         | -         | *      | -    | -     | *     | *   | -    | -                     | -          | *          | -               |
| *                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                      | -%        | *%        | -%        | *%     | -%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | -%              |
| *%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 59                      | 60        | 182       | 737       | 40     | 997  | 314   | 723   | 42  | 6    | 4                     | 6          | 26         | 996             |
| 1038                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 62%                     | 59%       | 65%       | 67%       | 69%    | 66%  | 69%   | 65%   | 67% | 78%  | 52%                   | 64%        | 68%        | 66%             |
| 66%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                       | d         | d         |           |        |      |       |       |     |      |                       |            |            |                 |
| 8                       | 11        | 24        | 79        | 3      | 120  | 29    | 94    | 6   | *    | 2                     | 1          | 3          | 117             |
| 123                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                      | 11%       | 9%        | 7%        | 5%     | 8%   | 6%    | 8%    | 9%  | 4%   | 22%                   | 8%         | 9%         | 8%              |
| 8%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcef                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d

QRM2. Thinking generally about the service your organisation receives as a whole, on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you with the overall
quality of the services you receive from Royal Mail as a recipient and sender?
Base: All respondents who use Royal Mail
Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
4
-
4
1
*
*
2
*
20
*
*
2
5
*
6
8
22
Very Dissatisfied
2%
-%
3%
*%
*%
1%
5%
*%
1%
5%
1%
3%
2%
*%
2%
1%
1%
a
a
c
c
c
12
15
8
19
*
4
1
8
88
-
3
4
12
21
19
43
101
Fairly Dissatisfied
6%
8%
7%
7%
*%
9%
2%
11%
6%
-%
9%
5%
6%
9%
6%
6%
6%
ce
Neither Satisfied Nor
69
39
34
74
13
12
15
16
354
-
7
19
66
48
91
178
409
Dissatisfied
33%
22%
29%
27%
44%
28%
39%
21%
26%
-%
26%
25%
31%
20%
30%
25%
26%
a
ab
ab
c
c
81
80
47
115
9
21
18
27
557
4
12
33
82
117
117
267
632
Fairly Satisfied
38%
45%
40%
42%
31%
52%
47%
37%
40%
38%
43%
43%
39%
50%
38%
38%
40%
abd
44
46
25
66
7
4
3
23
368
6
6
19
49
48
72
206
405
Very Satisfied
21%
26%
21%
24%
24%
10%
8%
30%
27%
57%
21%
25%
23%
20%
24%
29%
26%
c
cd
cd
c
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
*
-
-
-
*
-
-
-
*
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
*%
-%
-%
-%
*%
126
126
71
180
16
25
21
50
925
9
18
53
131
165
189
472
1038
NET: Satisfied
59%
70%
61%
66%
55%
62%
55%
67%
67%
95%
64%
68%
61%
71%
62%
67%
66%
b
bd
16
15
12
20
*
4
2
8
107
*
3
6
17
21
25
51
123
NET: Dissatisfied
8%
8%
10%
7%
1%
10%
6%
11%
8%
5%
10%
8%
8%
9%
8%
7%
8%
e

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

QRM2. Thinking generally about the service your organisation receives as a whole, on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you with the overall
quality of the services you receive from Royal Mail as a recipient and sender?
Base: All respondents who use Royal Mail
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
17
17
3
21
8
18
6
8
22
14
22
4
7
11
22
Very Dissatisfied
2%
1%
1%
1%
1%
1%
2%
1%
2%
2%
2%
1%
3%
1%
1%
c
70
77
13
93
48
79
21
43
93
59
93
35
22
41
101
Fairly Dissatisfied
6%
6%
6%
6%
7%
6%
6%
6%
6%
7%
6%
7%
8%
5%
6%
Neither Satisfied Nor
286
316
59
385
193
325
101
204
386
236
381
128
79
199
409
Dissatisfied
27%
26%
26%
26%
30%
26%
27%
29%
26%
27%
26%
26%
29%
25%
26%
455
501
97
586
262
510
154
287
594
380
580
196
111
320
632
Fairly Satisfied
42%
42%
42%
40%
40%
41%
41%
41%
40%
43%
40%
40%
41%
40%
40%
248
283
58
370
142
313
93
163
383
200
380
129
54
220
405
Very Satisfied
23%
24%
25%
25%
22%
25%
25%
23%
26%
22%
26%
26%
20%
28%
26%
b
b
b
Don't Know (DO NOT READ
-
*
-
*
-
*
-
-
*
*
*
-
-
*
*
OUT)
-%
*%
-%
*%
-%
*%
-%
-%
*%
*%
*%
-%
-%
*%
*%
703
783
155
956
404
823
247
450
977
580
959
325
166
540
1038
NET: Satisfied
65%
66%
67%
66%
62%
66%
66%
64%
66%
65%
66%
66%
61%
68%
66%
b
87
94
16
113
57
97
27
51
115
73
115
38
29
53
123
NET: Dissatisfied
8%
8%
7%
8%
9%
8%
7%
7%
8%
8%
8%
8%
11%
7%
8%
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

QRM2. Thinking generally about the service your organisation receives as a whole, on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you with the overall
quality of the services you receive from Royal Mail as a recipient and sender?
Base: All respondents who use Royal Mail
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
16
6
*
1
22
12
-
22
20
22
17
22
16
-
6
22
Very Dissatisfied
1%
3%
*%
*%
1%
1%
-%
1%
2%
1%
1%
1%
1%
-%
2%
1%
c
59
30
9
21
98
57
-
101
77
98
87
94
81
-
20
101
Fairly Dissatisfied
5%
13%
7%
6%
6%
6%
-%
6%
7%
6%
7%
6%
6%
-%
8%
6%
ac
Neither Satisfied Nor
304
67
37
85
403
233
-
400
310
400
346
399
317
15
83
409
Dissatisfied
26%
29%
26%
24%
26%
27%
-%
26%
26%
26%
26%
26%
25%
41%
32%
26%
c
c
503
84
46
150
618
360
-
632
466
617
534
615
533
11
95
632
Fairly Satisfied
42%
36%
32%
43%
40%
41%
-%
41%
40%
40%
41%
40%
41%
29%
36%
40%
a
305
48
52
94
391
213
2
403
300
394
332
394
341
11
57
405
Very Satisfied
26%
20%
36%
27%
26%
24%
100%
26%
26%
26%
25%
26%
26%
30%
22%
26%
bc
Don't Know (DO NOT READ
*
-
-
-
*
-
-
*
-
*
*
*
*
-
-
*
OUT)
*%
-%
-%
-%
*%
-%
-%
*%
-%
*%
*%
*%
*%
-%
-%
*%
808
131
98
244
1010
573
2
1035
766
1011
866
1010
873
21
152
1038
NET: Satisfied
68%
56%
67%
70%
66%
65%
100%
66%
65%
66%
66%
66%
68%
59%
58%
66%
b
b
a
75
36
10
22
120
69
-
123
97
121
104
117
96
-
26
123
NET: Dissatisfied
6%
15%
7%
6%
8%
8%
-%
8%
8%
8%
8%
8%
7%
-%
10%
8%
ac
b

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

QRM2. Thinking generally about the service your organisation receives as a whole, on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied are you with the overall
quality of the services you receive from Royal Mail as a recipient and sender?
Base: All respondents who use Royal Mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
4
5
17
22
-
2
20
1
21
17
2
3
22
Very Dissatisfied
-%
1%
*%
4%
18%
-%
2%
1%
*%
2%
1%
2%
2%
1%
b
a
b
2
21
39
62
101
-
7
93
36
65
77
8
13
101
Fairly Dissatisfied
27%
6%
3%
16%
82%
-%
7%
6%
7%
6%
6%
8%
7%
6%
b
a
Neither Satisfied Nor
1
98
260
149
-
-
25
384
109
300
314
33
60
409
Dissatisfied
9%
28%
22%
38%
-%
-%
24%
26%
22%
28%
25%
32%
32%
26%
b
b
c
4
147
507
126
-
632
28
604
197
436
521
39
69
632
Fairly Satisfied
61%
42%
43%
32%
-%
61%
27%
41%
39%
41%
41%
38%
37%
40%
a
b
b
*
78
364
41
-
405
40
365
160
245
340
21
42
405
Very Satisfied
3%
22%
31%
10%
-%
39%
39%
25%
32%
23%
27%
20%
22%
26%
a
b
a
a
Don't Know (DO NOT READ
-
-
*
-
-
-
-
*
*
-
*
-
-
*
OUT)
-%
-%
*%
-%
-%
-%
-%
*%
*%
-%
*%
-%
-%
*%
4
225
871
166
-
1038
68
970
357
681
861
60
110
1038
NET: Satisfied
64%
65%
74%
42%
-%
100%
66%
66%
71%
64%
68%
58%
59%
66%
a
b
a
ab
2
25
43
79
123
-
9
113
36
86
94
10
17
123
NET: Dissatisfied
27%
7%
4%
20%
100%
-%
9%
8%
7%
8%
7%
10%
9%
8%
b
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qrm2. Thinking Generally About The Service Your Organisation Receives As A Whole, On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Satisfied Are You With The Overall Quality Of The Services You Receive From Royal Mail As A Recipient And Sender? Base: All Respondents Who Use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
5
2
7
9
22
Very Dissatisfied
1%
*%
2%
2%
1%
c
28
21
28
23
101
Fairly Dissatisfied
7%
5%
7%
6%
6%
Neither Satisfied Nor
74
117
105
114
409
Dissatisfied
19%
30%
26%
29%
26%
d
d
d
152
151
169
160
632
Fairly Satisfied
39%
38%
42%
41%
40%
128
106
90
82
405
Very Satisfied
33%
27%
23%
21%
26%
ab
Don't Know (DO NOT READ
*
-
-
-
*
OUT)
*%
-%
-%
-%
*%
279
256
260
242
1038
NET: Satisfied
72%
65%
65%
62%
66%
abc
33
23
35
32
123
NET: Dissatisfied
9%
6%
9%
8%
8%
Columns Tested: a,b,c,d

Delivery time (when you receive your mail delivery) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
111
5
6
4
7
15
25
17
11
10
11
9
6
126
Very Dissatisfied
8%
8%
9%
5%
9%
7%
14%
6%
10%
9%
10%
5%
6%
8%
bfjm
205
5
8
11
9
23
26
54
16
14
20
24
18
230
Fairly Dissatisfied
15%
8%
12%
13%
10%
11%
14%
20%
14%
13%
19%
14%
19%
15%
l
hkl
l
l
Neither Satisfied Nor
337
12
14
13
22
63
35
73
24
31
36
36
17
377
Dissatisfied
25%
19%
20%
16%
25%
31%
19%
27%
22%
27%
33%
21%
18%
24%
j
gjkl
j
j
agjkl
391
19
17
28
34
53
55
67
32
33
25
56
36
455
Fairly Satisfied
29%
31%
24%
33%
39%
26%
30%
24%
29%
29%
23%
33%
38%
29%
k
cfk
fk
296
21
26
27
15
48
42
61
27
25
13
46
18
369
Very Satisfied
22%
33%
36%
31%
18%
23%
23%
22%
25%
22%
12%
27%
19%
24%
c
acdfgim
acdefghim
cfim
c
c
c
Don't Know (DO NOT READ
10
*
*
1
-
2
2
2
-
-
4
*
-
11
OUT)
1%
*%
*%
1%
-%
1%
1%
1%
-%
-%
3%
*%
-%
1%
klm
687
40
43
54
49
101
97
127
59
59
38
102
55
825
NET: Satisfied
51%
64%
60%
64%
56%
49%
52%
47%
54%
52%
35%
59%
57%
53%
c
cdfghm
cfm
cdfghm
c
c
c
c
c
cf
c
316
10
15
16
17
38
52
71
26
24
31
33
24
357
NET: Dissatisfied
23%
16%
20%
18%
19%
18%
28%
26%
24%
21%
29%
19%
25%
23%
l
jl
l
l

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m Delivery time (when you receive your mail delivery) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                         |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                     | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                      | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                       | 18        | 26        | 76        | 5      | 122  | 35    | 92    | 6   | *    | 1                     | *          | 4          | 121             |
| 126                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                      | 17%       | 9%        | 7%        | 8%     | 8%   | 8%    | 8%    | 9%  | 5%   | 9%                    | 5%         | 12%        | 8%              |
| 8%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abd                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14                      | 15        | 56        | 146       | 11     | 220  | 63    | 168   | 9   | 1    | 2                     | 1          | 5          | 222             |
| 230                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14%                     | 15%       | 20%       | 13%       | 18%    | 15%  | 14%   | 15%   | 14% | 8%   | 26%                   | 15%        | 12%        | 15%             |
| 15%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abef                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 19                      | 24        | 53        | 281       | 12     | 366  | 105   | 272   | 13  | 2    | 1                     | 3          | 8          | 364             |
| 377                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 20%                     | 23%       | 19%       | 26%       | 20%    | 24%  | 23%   | 24%   | 21% | 21%  | 13%                   | 34%        | 20%        | 24%             |
| 24%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bdf                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 31                      | 33        | 82        | 309       | 13     | 443  | 126   | 329   | 20  | 2    | 2                     | 3          | 14         | 435             |
| 455                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 33%                     | 32%       | 29%       | 28%       | 22%    | 29%  | 28%   | 29%   | 33% | 24%  | 24%                   | 32%        | 36%        | 29%             |
| 29%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 23                      | 12        | 63        | 271       | 18     | 351  | 125   | 244   | 13  | 3    | 2                     | 1          | 7          | 356             |
| 369                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 24%                     | 12%       | 22%       | 25%       | 31%    | 23%  | 27%   | 22%   | 22% | 38%  | 27%                   | 14%        | 19%        | 24%             |
| 24%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                       | c         | c         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| abcf                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                       | *         | 1         | 8         | *      | 11   | 1     | 10    | 1   | *    | -                     | -          | *          | 10              |
| 11                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                      | *%        | *%        | 1%        | 1%     | 1%   | *%    | 1%    | 1%  | 4%   | -%                    | -%         | 1%         | 1%              |
| 1%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 54                      | 46        | 145       | 580       | 31     | 794  | 251   | 573   | 34  | 5    | 4                     | 4          | 21         | 791             |
| 825                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 57%                     | 45%       | 52%       | 53%       | 53%    | 53%  | 55%   | 51%   | 54% | 62%  | 51%                   | 46%        | 55%        | 52%             |
| 53%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 20                      | 33        | 82        | 222       | 15     | 341  | 97    | 259   | 15  | 1    | 3                     | 2          | 9          | 342             |
| 357                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21%                     | 32%       | 29%       | 20%       | 26%    | 23%  | 21%   | 23%   | 23% | 13%  | 36%                   | 20%        | 24%        | 23%             |
| 23%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       | e         |           |           |        |      |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Delivery time (when you receive your mail delivery) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
11
13
8
16
*
4
3
11
109
*
5
8
25
25
29
35
126
Very Dissatisfied
5%
7%
7%
6%
*%
10%
8%
15%
8%
3%
17%
10%
12%
11%
9%
5%
8%
ae
ab
a
a
a
a
32
21
19
34
3
3
8
11
205
*
7
12
36
37
44
94
230
Fairly Dissatisfied
15%
12%
16%
13%
11%
8%
21%
15%
15%
1%
26%
16%
17%
16%
14%
13%
15%
ab
Neither Satisfied Nor
63
37
34
66
6
15
8
10
339
2
4
17
53
48
77
176
377
Dissatisfied
30%
20%
29%
24%
19%
36%
21%
13%
24%
20%
14%
22%
25%
21%
25%
25%
24%
a
b
b
f
f
f
61
60
33
88
12
15
12
20
396
5
7
20
61
83
80
198
455
Fairly Satisfied
29%
34%
28%
32%
41%
36%
31%
27%
29%
55%
23%
26%
29%
36%
26%
28%
29%
abf
43
48
22
68
8
4
8
22
327
2
5
20
36
39
75
192
369
Very Satisfied
20%
27%
18%
25%
28%
10%
20%
30%
24%
22%
19%
26%
17%
16%
24%
27%
24%
d
d
d
cd
cd
cd
Don't Know (DO NOT READ
2
-
2
*
-
-
*
-
11
-
*
*
2
2
*
6
11
OUT)
1%
-%
2%
*%
-%
-%
*%
-%
1%
-%
1%
*%
1%
1%
*%
1%
1%
a
104
108
55
157
20
19
20
42
723
7
12
41
97
122
155
390
825
NET: Satisfied
49%
60%
47%
57%
69%
46%
51%
57%
52%
76%
42%
52%
46%
52%
51%
56%
53%
b
ad
df
43
35
27
51
3
7
11
22
313
*
12
20
61
62
72
129
357
NET: Dissatisfied
20%
19%
23%
19%
12%
18%
28%
30%
23%
4%
43%
26%
28%
27%
24%
18%
23%
e
abcde
a
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Delivery time (when you receive your mail delivery) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
79
107
23
121
67
113
29
57
121
87
121
42
29
54
126
Very Dissatisfied
7%
9%
10%
8%
10%
9%
8%
8%
8%
10%
8%
8%
11%
7%
8%
a
176
188
35
219
107
188
59
97
221
152
216
79
52
98
230
Fairly Dissatisfied
16%
16%
15%
15%
16%
15%
16%
14%
15%
17%
15%
16%
19%
12%
15%
a
Neither Satisfied Nor
279
294
54
351
151
295
86
171
353
218
341
114
52
206
377
Dissatisfied
26%
25%
23%
24%
23%
24%
23%
24%
24%
24%
23%
23%
19%
26%
24%
b
322
333
67
424
190
363
112
229
429
247
426
149
78
225
455
Fairly Satisfied
30%
28%
29%
29%
29%
29%
30%
33%
29%
28%
29%
30%
29%
28%
29%
b
215
264
49
333
136
280
87
147
344
182
341
106
61
203
369
Very Satisfied
20%
22%
21%
23%
21%
22%
23%
21%
23%
20%
23%
22%
22%
26%
24%
Don't Know (DO NOT READ
5
7
2
7
2
7
2
3
9
5
9
2
2
7
11
OUT)
*%
1%
1%
*%
*%
1%
1%
*%
1%
1%
1%
1%
1%
1%
1%
536
596
117
757
325
643
200
376
773
428
767
255
139
428
825
NET: Satisfied
50%
50%
51%
52%
50%
52%
53%
53%
52%
48%
53%
52%
51%
54%
53%
b
b
b
255
296
58
339
174
301
88
155
343
239
338
120
82
152
357
NET: Dissatisfied
24%
25%
25%
23%
27%
24%
23%
22%
23%
27%
23%
24%
30%
19%
23%
acd
a
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Delivery time (when you receive your mail delivery) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
81
35
10
35
124
68
-
125
100
124
111
123
101
*
26
126
Very Dissatisfied
7%
15%
7%
10%
8%
8%
-%
8%
8%
8%
8%
8%
8%
1%
10%
8%
ac
171
49
11
58
226
148
-
230
178
227
215
225
176
11
47
230
Fairly Dissatisfied
14%
21%
8%
17%
15%
17%
-%
15%
15%
15%
16%
15%
14%
29%
18%
15%
a
ac
c
Neither Satisfied Nor
292
57
28
77
370
196
-
371
269
370
304
366
322
9
51
377
Dissatisfied
25%
24%
19%
22%
24%
22%
-%
24%
23%
24%
23%
24%
25%
26%
20%
24%
353
58
44
103
450
257
2
452
354
445
380
445
376
6
75
455
Fairly Satisfied
30%
25%
30%
29%
29%
29%
100%
29%
30%
29%
29%
29%
29%
16%
29%
29%
282
33
52
75
352
199
-
369
266
356
298
356
308
10
55
369
Very Satisfied
24%
14%
36%
21%
23%
23%
-%
24%
23%
23%
23%
23%
24%
28%
21%
24%
b
bc
Don't Know (DO NOT READ
9
2
*
3
11
6
-
11
7
11
7
11
5
-
6
11
OUT)
1%
1%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
*%
-%
2%
1%
c
635
91
95
178
802
456
2
821
620
801
678
800
684
16
130
825
NET: Satisfied
53%
39%
66%
51%
52%
52%
100%
53%
53%
52%
52%
52%
53%
44%
50%
53%
b
bc
252
84
21
93
350
217
-
355
277
351
326
348
276
11
73
357
NET: Dissatisfied
21%
36%
15%
27%
23%
25%
-%
23%
24%
23%
25%
23%
21%
30%
28%
23%
ac
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Delivery time (when you receive your mail delivery) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
2
19
63
64
56
26
2
124
17
110
99
5
21
126
Very Dissatisfied
27%
5%
5%
16%
46%
3%
2%
8%
3%
10%
8%
5%
11%
8%
b
a
b
b
-
47
154
77
33
72
8
223
58
172
182
26
22
230
Fairly Dissatisfied
-%
14%
13%
19%
27%
7%
7%
15%
12%
16%
14%
25%
12%
15%
b
a
b
b
ac
Neither Satisfied Nor
2
86
277
100
18
208
23
354
129
248
321
13
41
377
Dissatisfied
34%
25%
24%
25%
15%
20%
23%
24%
26%
23%
25%
13%
22%
24%
b
*
116
356
100
12
376
34
422
161
294
363
34
57
455
Fairly Satisfied
5%
33%
30%
25%
10%
36%
33%
29%
32%
28%
29%
33%
31%
29%
b
2
79
315
54
3
349
33
336
132
237
295
25
44
369
Very Satisfied
34%
23%
27%
14%
2%
34%
32%
23%
26%
22%
23%
25%
24%
24%
a
b
a
Don't Know (DO NOT READ
-
2
10
1
*
7
2
9
6
5
9
*
2
11
OUT)
-%
1%
1%
*%
*%
1%
2%
1%
1%
1%
1%
*%
1%
1%
3
195
671
153
15
725
67
758
293
531
658
59
101
825
NET: Satisfied
39%
56%
57%
39%
12%
70%
66%
52%
58%
50%
52%
57%
54%
53%
a
b
a
a
2
66
216
140
89
98
10
347
75
282
281
31
43
357
NET: Dissatisfied
27%
19%
18%
36%
73%
9%
10%
24%
15%
26%
22%
30%
23%
23%
b
a
b
b

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Delivery time (when you receive your mail delivery) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
21
24
41
40
126
Very Dissatisfied
5%
6%
10%
10%
8%
cd
cd
43
57
66
63
230
Fairly Dissatisfied
11%
15%
17%
16%
15%
d
d
Neither Satisfied Nor
79
121
69
108
377
Dissatisfied
21%
31%
17%
28%
24%
bd
bd
128
107
132
89
455
Fairly Satisfied
33%
27%
33%
23%
29%
a
a
113
82
89
85
369
Very Satisfied
29%
21%
22%
22%
24%
abc
Don't Know (DO NOT READ
2
4
2
2
11
OUT)
1%
1%
1%
1%
1%
241
188
221
174
825
NET: Satisfied
62%
48%
55%
45%
53%
abc
ac
64
82
107
104
357
NET: Dissatisfied
17%
21%
27%
27%
23%
cd
cd
Columns Tested: a,b,c,d

Delivery consistency / reliability (e.g. arrives as promised consistently) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
56
1
2
3
5
8
9
7
3
8
6
3
5
61
Very Dissatisfied
4%
1%
2%
4%
6%
4%
5%
3%
3%
7%
5%
2%
6%
4%
l
l
bkl
l
123
5
6
5
4
7
25
30
11
5
18
9
13
138
Fairly Dissatisfied
9%
8%
8%
6%
5%
3%
14%
11%
10%
5%
17%
6%
13%
9%
h
bdhij
hj
h
bdhijkm
dhj
Neither Satisfied Nor
299
10
14
17
17
42
35
62
29
27
24
46
19
340
Dissatisfied
22%
16%
20%
20%
19%
20%
19%
23%
26%
23%
22%
27%
20%
22%
l
l
502
22
26
31
37
78
71
97
46
38
42
63
29
582
Fairly Satisfied
37%
35%
36%
37%
43%
38%
39%
35%
42%
34%
38%
37%
31%
37%
352
24
24
28
23
65
44
72
21
33
17
49
28
427
Very Satisfied
26%
38%
32%
33%
27%
32%
24%
26%
19%
29%
15%
29%
29%
27%
c
cefgm
ce
cem
ce
c
c
c
Don't Know (DO NOT READ
18
1
1
1
-
4
-
5
-
3
4
*
2
20
OUT)
1%
1%
1%
1%
-%
2%
-%
2%
-%
2%
3%
*%
2%
1%
g
855
46
50
59
61
143
116
169
67
71
59
113
57
1010
NET: Satisfied
63%
74%
69%
70%
70%
70%
62%
62%
61%
62%
53%
66%
60%
64%
acdefgm
c
c
c
c
178
6
7
8
9
15
35
37
14
14
24
12
18
200
NET: Dissatisfied
13%
9%
10%
9%
11%
8%
19%
14%
13%
12%
22%
7%
19%
13%
bhjkl
bhjklm
bhjl
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Delivery consistency / reliability (e.g. arrives as promised consistently) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                         |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                     | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                      | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                       | 11        | 12        | 32        | 4      | 57   | 16    | 45    | 3   | *    | *                     | *          | 2          | 58              |
| 61                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                      | 10%       | 4%        | 3%        | 7%     | 4%   | 4%    | 4%    | 5%  | 5%   | 4%                    | 3%         | 6%         | 4%              |
| 4%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9                       | 11        | 21        | 97        | 2      | 136  | 30    | 109   | 6   | *    | 2                     | 1          | 3          | 132             |
| 138                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                      | 11%       | 7%        | 9%        | 4%     | 9%   | 7%    | 10%   | 10% | 4%   | 24%                   | 9%         | 8%         | 9%              |
| 9%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abef                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 15                      | 19        | 62        | 244       | 7      | 333  | 100   | 241   | 12  | 1    | 2                     | 2          | 6          | 329             |
| 340                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16%                     | 19%       | 22%       | 22%       | 13%    | 22%  | 22%   | 22%   | 18% | 19%  | 23%                   | 23%        | 16%        | 22%             |
| 22%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 47                      | 38        | 103       | 394       | 24     | 558  | 167   | 415   | 25  | 2    | 2                     | 4          | 17         | 557             |
| 582                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 49%                     | 37%       | 37%       | 36%       | 41%    | 37%  | 37%   | 37%   | 40% | 27%  | 25%                   | 42%        | 45%        | 37%             |
| 37%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      | ade       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14                      | 22        | 80        | 312       | 21     | 407  | 134   | 293   | 16  | 3    | 2                     | 2          | 9          | 412             |
| 427                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 15%                     | 21%       | 28%       | 29%       | 36%    | 27%  | 30%   | 26%   | 25% | 41%  | 24%                   | 23%        | 23%        | 27%             |
| 27%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | d         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| abcf                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                       | 1         | 3         | 12        | *      | 20   | 8     | 13    | 1   | *    | -                     | -          | 1          | 20              |
| 20                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                      | 1%        | 1%        | 1%        | 1%     | 1%   | 2%    | 1%    | 2%  | 4%   | -%                    | -%         | 2%         | 1%              |
| 1%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 61                      | 60        | 182       | 706       | 45     | 965  | 301   | 708   | 41  | 5    | 3                     | 6          | 26         | 969             |
| 1010                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 64%                     | 59%       | 65%       | 65%       | 76%    | 64%  | 66%   | 64%   | 65% | 68%  | 49%                   | 64%        | 68%        | 64%             |
| 64%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       | d         | d         | d         |        |      |       |       |     |      |                       |            |            |                 |
| 15                      | 22        | 33        | 129       | 6      | 193  | 46    | 153   | 9   | 1    | 2                     | 1          | 5          | 190             |
| 200                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 16%                     | 22%       | 12%       | 12%       | 10%    | 13%  | 10%   | 14%   | 15% | 9%   | 28%                   | 13%        | 14%        | 13%             |
| 13%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abef                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Delivery consistency / reliability (e.g. arrives as promised consistently) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
5
6
4
7
*
2
3
6
50
*
3
6
15
12
10
15
61
Very Dissatisfied
2%
4%
3%
3%
1%
5%
8%
8%
4%
1%
11%
7%
7%
5%
3%
2%
4%
a
ab
a
a
a
26
16
12
30
5
6
3
4
120
*
4
9
17
18
26
65
138
Fairly Dissatisfied
12%
9%
10%
11%
18%
14%
8%
6%
9%
4%
13%
12%
8%
8%
8%
9%
9%
ab
Neither Satisfied Nor
51
40
29
62
5
9
10
12
306
*
3
17
49
55
73
143
340
Dissatisfied
24%
22%
25%
23%
15%
22%
25%
16%
22%
4%
11%
22%
23%
24%
24%
20%
22%
f
f
f
f
74
70
42
101
15
16
16
27
508
7
11
24
78
84
114
263
582
Fairly Satisfied
35%
39%
36%
37%
52%
39%
42%
36%
37%
71%
37%
31%
37%
36%
38%
38%
37%
a
52
47
28
71
4
8
7
25
383
2
5
19
52
64
80
205
427
Very Satisfied
24%
26%
24%
26%
14%
20%
18%
34%
28%
20%
19%
25%
24%
27%
26%
29%
27%
ce
Don't Know (DO NOT READ
4
*
2
2
-
-
*
-
20
-
2
3
3
*
2
10
20
OUT)
2%
*%
2%
1%
-%
-%
*%
-%
1%
-%
8%
3%
1%
*%
1%
1%
1%
abcd
bc
125
117
71
172
19
24
23
52
891
9
16
44
130
149
194
468
1010
NET: Satisfied
59%
65%
60%
63%
66%
59%
59%
70%
64%
90%
57%
56%
61%
63%
64%
67%
64%
e
31
22
15
37
6
8
6
11
170
1
7
15
32
30
36
80
200
NET: Dissatisfied
14%
12%
13%
14%
19%
19%
16%
14%
12%
6%
25%
19%
15%
13%
12%
11%
13%
abc
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Delivery consistency / reliability (e.g. arrives as promised consistently) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
44
47
9
58
35
48
25
26
59
44
59
26
14
20
61
Very Dissatisfied
4%
4%
4%
4%
5%
4%
7%
4%
4%
5%
4%
5%
5%
3%
4%
acdf
a
a
93
98
18
123
67
105
25
61
123
70
123
36
29
70
138
Fairly Dissatisfied
9%
8%
8%
8%
10%
8%
7%
9%
8%
8%
8%
7%
10%
9%
9%
Neither Satisfied Nor
253
278
45
320
136
279
78
156
325
198
321
118
63
155
340
Dissatisfied
24%
23%
19%
22%
21%
22%
21%
22%
22%
22%
22%
24%
23%
20%
22%
411
454
96
549
246
473
143
265
553
346
540
173
112
293
582
Fairly Satisfied
38%
38%
42%
38%
38%
38%
38%
38%
37%
39%
37%
35%
41%
37%
37%
260
296
59
383
163
325
101
190
398
219
391
135
51
242
427
Very Satisfied
24%
25%
25%
26%
25%
26%
27%
27%
27%
25%
27%
27%
19%
31%
27%
b
b
Don't Know (DO NOT READ
14
20
5
20
6
16
3
6
20
12
20
5
4
11
20
OUT)
1%
2%
2%
1%
1%
1%
1%
1%
1%
1%
1%
1%
2%
1%
1%
672
750
155
932
409
797
244
455
951
565
931
307
163
535
1010
NET: Satisfied
62%
63%
67%
64%
63%
64%
65%
65%
64%
64%
64%
62%
60%
68%
64%
b
137
145
26
181
102
153
50
87
182
114
182
62
43
91
200
NET: Dissatisfied
13%
12%
11%
12%
16%
12%
13%
12%
12%
13%
13%
13%
16%
11%
13%
b

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Delivery consistency / reliability (e.g. arrives as promised consistently) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
36
16
9
13
61
32
-
59
51
61
57
61
47
2
11
61
Very Dissatisfied
3%
7%
6%
4%
4%
4%
-%
4%
4%
4%
4%
4%
4%
6%
4%
4%
c
c
90
35
13
33
136
90
-
136
111
132
117
130
108
*
31
138
Fairly Dissatisfied
8%
15%
9%
9%
9%
10%
-%
9%
9%
9%
9%
9%
8%
1%
12%
9%
c
Neither Satisfied Nor
261
55
24
68
335
180
-
338
251
337
290
336
278
10
57
340
Dissatisfied
22%
24%
17%
19%
22%
21%
-%
22%
21%
22%
22%
22%
22%
29%
22%
22%
459
75
48
148
571
340
-
579
433
567
484
564
467
11
106
582
Fairly Satisfied
39%
32%
33%
42%
37%
39%
-%
37%
37%
37%
37%
37%
36%
30%
41%
37%
b
326
51
49
88
410
226
2
426
313
414
351
414
370
12
51
427
Very Satisfied
27%
22%
34%
25%
27%
26%
100%
27%
27%
27%
27%
27%
29%
33%
19%
27%
b
a
Don't Know (DO NOT READ
17
2
1
1
20
5
-
20
16
20
17
20
16
*
4
20
OUT)
1%
1%
1%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
*%
2%
1%
784
126
97
235
981
567
2
1004
745
981
835
978
838
23
157
1010
NET: Satisfied
66%
53%
67%
67%
64%
65%
100%
64%
64%
64%
63%
64%
65%
63%
60%
64%
b
b
126
52
22
46
197
122
-
196
162
193
174
191
155
3
42
200
NET: Dissatisfied
11%
22%
15%
13%
13%
14%
-%
13%
14%
13%
13%
13%
12%
8%
16%
13%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Delivery consistency / reliability (e.g. arrives as promised consistently) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale
where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
2
9
20
41
36
2
5
56
14
47
46
5
10
61
Very Dissatisfied
27%
3%
2%
10%
29%
*%
5%
4%
3%
4%
4%
5%
5%
4%
b
a
*
37
66
73
35
27
5
134
39
99
107
12
19
138
Fairly Dissatisfied
4%
11%
6%
18%
28%
3%
4%
9%
8%
9%
8%
12%
10%
9%
b
a
Neither Satisfied Nor
3
78
233
108
30
145
16
324
93
247
274
21
43
340
Dissatisfied
39%
22%
20%
27%
24%
14%
16%
22%
19%
23%
22%
21%
23%
22%
b
a
b
1
131
456
126
13
445
40
542
186
396
472
37
67
582
Fairly Satisfied
10%
38%
39%
32%
11%
43%
39%
37%
37%
37%
37%
36%
36%
37%
a
b
1
89
382
46
8
403
32
396
164
263
353
26
45
427
Very Satisfied
20%
26%
32%
12%
6%
39%
31%
27%
33%
25%
28%
25%
24%
27%
a
b
a
Don't Know (DO NOT READ
-
4
18
2
2
16
4
16
6
14
16
2
2
20
OUT)
-%
1%
2%
1%
2%
1%
4%
1%
1%
1%
1%
2%
1%
1%
a
2
220
838
172
21
849
72
938
350
659
825
64
112
1010
NET: Satisfied
30%
63%
71%
44%
17%
82%
70%
64%
70%
62%
65%
62%
60%
64%
a
b
a
2
46
86
113
70
29
10
190
53
147
154
17
29
200
NET: Dissatisfied
31%
13%
7%
29%
57%
3%
10%
13%
11%
14%
12%
16%
16%
13%
b
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Delivery consistency / reliability (e.g. arrives as promised consistently) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
10
6
24
21
61
Very Dissatisfied
3%
2%
6%
5%
4%
cd
cd
29
29
36
45
138
Fairly Dissatisfied
8%
7%
9%
11%
9%
c
Neither Satisfied Nor
82
83
75
101
340
Dissatisfied
21%
21%
19%
26%
22%
b
133
166
152
131
582
Fairly Satisfied
34%
42%
38%
34%
37%
ad
130
105
106
87
427
Very Satisfied
34%
26%
26%
22%
27%
abc
Don't Know (DO NOT READ
3
7
7
4
20
OUT)
1%
2%
2%
1%
1%
263
270
258
218
1010
NET: Satisfied
68%
68%
65%
56%
64%
a
a
a
39
35
60
65
200
NET: Dissatisfied
10%
9%
15%
17%
13%
cd
cd
Columns Tested: a,b,c,d

Time of collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
29
*
1
1
4
2
2
5
1
*
5
7
2
31
Very Dissatisfied
2%
1%
1%
1%
5%
1%
1%
2%
1%
*%
5%
4%
2%
2%
dl
dl
d
61
2
2
2
3
9
7
20
4
1
6
7
4
67
Fairly Dissatisfied
4%
4%
3%
2%
3%
4%
4%
7%
4%
1%
5%
4%
4%
4%
dj
Neither Satisfied Nor
148
9
9
9
9
24
19
31
16
11
11
20
8
175
Dissatisfied
11%
15%
12%
10%
10%
12%
10%
11%
15%
10%
10%
12%
8%
11%
394
19
24
30
28
64
52
79
32
32
26
46
35
468
Fairly Satisfied
29%
30%
34%
36%
32%
31%
28%
29%
30%
28%
23%
27%
37%
30%
c
474
24
27
29
28
75
71
86
32
45
33
70
35
554
Very Satisfied
35%
38%
37%
34%
33%
37%
38%
31%
29%
39%
30%
41%
37%
35%
Don't Know (DO NOT READ
245
7
9
14
16
30
35
53
24
24
29
22
13
275
OUT)
18%
12%
12%
17%
18%
15%
19%
19%
22%
21%
27%
13%
13%
18%
kl
kl
bhkl
868
43
51
59
56
139
122
165
64
77
59
116
70
1022
NET: Satisfied
64%
68%
71%
70%
65%
68%
66%
60%
59%
68%
54%
68%
73%
65%
c
cef
cef
c
c
c
89
3
3
3
7
11
9
25
5
2
11
14
5
98
NET: Dissatisfied
7%
5%
5%
3%
8%
5%
5%
9%
5%
1%
10%
8%
6%
6%
dj
d
dj
dj
dj
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Time of collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                                               | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 4         | 10        | 15        | -      | 31   | 6     | 25    | 1   | -    | *                     | -          | 1          | 30              |
| 31                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 4%        | 4%        | 1%        | -%     | 2%   | 1%    | 2%    | 1%  | -%   | 3%                    | -%         | 1%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                                                 | 4         | 10        | 49        | 3      | 64   | 21    | 46    | 2   | *    | *                     | *          | 1          | 65              |
| 67                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 4%        | 3%        | 4%        | 5%     | 4%   | 5%    | 4%    | 3%  | 4%   | 5%                    | 1%         | 4%         | 4%              |
| 4%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 17                                                | 8         | 28        | 123       | 7      | 168  | 46    | 129   | 8   | 1    | *                     | 1          | 5          | 167             |
| 175                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18%                                               | 8%        | 10%       | 11%       | 13%    | 11%  | 10%   | 12%   | 12% | 11%  | 7%                    | 11%        | 14%        | 11%             |
| 11%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 33                                                | 33        | 78        | 324       | 16     | 452  | 139   | 328   | 22  | 2    | 3                     | 3          | 14         | 446             |
| 468                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 34%                                               | 32%       | 28%       | 30%       | 28%    | 30%  | 31%   | 29%   | 35% | 27%  | 37%                   | 36%        | 36%        | 30%             |
| 30%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 22                                                | 43        | 98        | 391       | 25     | 529  | 171   | 383   | 23  | 4    | 3                     | 4          | 13         | 531             |
| 554                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 23%                                               | 42%       | 35%       | 36%       | 43%    | 35%  | 38%   | 34%   | 37% | 49%  | 42%                   | 42%        | 33%        | 35%             |
| 35%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d         |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 17                                                | 11        | 57        | 190       | 7      | 268  | 71    | 204   | 7   | 1    | 1                     | 1          | 5          | 268             |
| 275                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18%                                               | 11%       | 20%       | 17%       | 12%    | 18%  | 16%   | 18%   | 11% | 9%   | 8%                    | 10%        | 12%        | 18%             |
| 18%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bf                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 55                                                | 76        | 176       | 715       | 41     | 981  | 311   | 711   | 45  | 6    | 6                     | 7          | 26         | 976             |
| 1022                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 57%                                               | 74%       | 63%       | 65%       | 70%    | 65%  | 68%   | 64%   | 72% | 76%  | 78%                   | 78%        | 69%        | 65%             |
| 65%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bd                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7                                                 | 8         | 20        | 64        | 3      | 95   | 27    | 71    | 3   | *    | 1                     | *          | 2          | 95              |
| 98                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 7%        | 7%        | 6%        | 5%     | 6%   | 6%    | 6%    | 5%  | 4%   | 7%                    | 1%         | 5%         | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

Time of collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
11
4
6
10
*
-
1
-
29
-
1
2
4
5
12
8
31
Very Dissatisfied
5%
2%
5%
4%
2%
-%
3%
-%
2%
-%
2%
3%
2%
2%
4%
1%
2%
a
7
11
5
13
*
5
1
3
59
-
2
3
9
6
18
29
67
Fairly Dissatisfied
3%
6%
4%
5%
1%
11%
2%
4%
4%
-%
8%
3%
4%
3%
6%
4%
4%
a
c
Neither Satisfied Nor
18
17
11
25
6
1
6
5
157
1
2
8
29
24
38
72
175
Dissatisfied
9%
10%
9%
9%
21%
3%
15%
7%
11%
15%
6%
10%
14%
10%
13%
10%
11%
bd
d
68
50
31
87
10
16
13
19
410
4
7
26
62
68
89
212
468
Fairly Satisfied
32%
28%
27%
32%
34%
39%
33%
25%
30%
38%
27%
33%
29%
29%
29%
30%
30%
65
64
36
93
5
14
8
34
492
3
9
30
81
90
100
242
554
Very Satisfied
31%
36%
31%
34%
18%
33%
21%
47%
36%
27%
32%
38%
38%
38%
33%
34%
35%
ace
ce
Don't Know (DO NOT READ
41
32
28
46
7
6
10
13
239
2
7
9
29
42
48
137
275
OUT)
19%
18%
24%
17%
24%
14%
27%
17%
17%
20%
25%
12%
14%
18%
16%
20%
18%
de
d
133
115
67
180
15
30
21
53
903
6
17
56
143
157
189
454
1022
NET: Satisfied
63%
64%
57%
66%
52%
72%
53%
72%
65%
65%
59%
71%
67%
67%
62%
65%
65%
ce
19
15
11
23
1
5
2
3
88
-
3
5
12
11
29
38
98
NET: Dissatisfied
9%
9%
10%
8%
3%
11%
5%
4%
6%
-%
10%
6%
6%
5%
10%
5%
6%
ac

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Time of collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
25
22
8
27
20
27
13
20
29
18
29
12
8
12
31
Very Dissatisfied
2%
2%
4%
2%
3%
2%
4%
3%
2%
2%
2%
2%
3%
1%
2%
49
61
7
65
26
49
13
24
65
34
62
15
21
31
67
Fairly Dissatisfied
5%
5%
3%
4%
4%
4%
3%
3%
4%
4%
4%
3%
8%
4%
4%
ac
Neither Satisfied Nor
121
132
21
162
74
140
36
77
163
98
159
46
39
90
175
Dissatisfied
11%
11%
9%
11%
11%
11%
10%
11%
11%
11%
11%
9%
14%
11%
11%
c
332
359
75
436
197
374
111
212
443
275
437
129
74
260
468
Fairly Satisfied
31%
30%
33%
30%
30%
30%
30%
30%
30%
31%
30%
26%
27%
33%
30%
c
362
426
85
518
230
440
128
243
526
323
519
185
95
271
554
Very Satisfied
34%
36%
37%
36%
35%
35%
34%
34%
36%
36%
36%
38%
34%
34%
35%
Don't Know (DO NOT READ
187
194
35
248
106
216
73
128
253
143
247
105
38
129
275
OUT)
17%
16%
15%
17%
16%
17%
20%
18%
17%
16%
17%
21%
14%
16%
18%
ab
694
784
160
954
428
814
239
455
969
598
957
314
169
531
1022
NET: Satisfied
65%
66%
69%
66%
65%
65%
64%
65%
66%
67%
66%
64%
62%
67%
65%
74
83
15
91
45
75
26
44
94
52
91
27
28
43
98
NET: Dissatisfied
7%
7%
7%
6%
7%
6%
7%
6%
6%
6%
6%
5%
10%
5%
6%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Time of collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
21
7
4
4
31
25
-
31
28
31
28
31
24
-
7
31
Very Dissatisfied
2%
3%
2%
1%
2%
3%
-%
2%
2%
2%
2%
2%
2%
-%
3%
2%
c
48
13
6
20
66
44
-
66
48
65
60
65
52
-
14
67
Fairly Dissatisfied
4%
6%
4%
6%
4%
5%
-%
4%
4%
4%
5%
4%
4%
-%
6%
4%
Neither Satisfied Nor
130
30
14
46
172
95
-
174
122
172
148
170
144
3
29
175
Dissatisfied
11%
13%
10%
13%
11%
11%
-%
11%
10%
11%
11%
11%
11%
9%
11%
11%
368
66
34
104
462
269
-
464
348
460
393
460
363
14
93
468
Fairly Satisfied
31%
28%
23%
30%
30%
31%
-%
30%
30%
30%
30%
30%
28%
39%
36%
30%
c
419
76
57
124
536
309
-
550
412
536
451
536
483
14
63
554
Very Satisfied
35%
32%
39%
35%
35%
35%
-%
35%
35%
35%
34%
35%
38%
39%
24%
35%
a
Don't Know (DO NOT READ
202
43
30
53
267
133
2
273
215
268
235
263
219
5
54
275
OUT)
17%
18%
21%
15%
17%
15%
100%
18%
18%
17%
18%
17%
17%
13%
21%
18%
787
142
90
228
998
578
-
1014
760
996
844
996
847
28
156
1022
NET: Satisfied
66%
60%
63%
65%
65%
66%
-%
65%
65%
65%
64%
65%
66%
78%
60%
65%
a
69
20
9
23
97
69
-
98
76
96
88
96
77
-
21
98
NET: Dissatisfied
6%
8%
7%
7%
6%
8%
-%
6%
6%
6%
7%
6%
6%
-%
8%
6%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
Time of collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
13
15
16
12
7
2
29
11
20
24
2
5
31
Very Dissatisfied
-%
4%
1%
4%
10%
1%
2%
2%
2%
2%
2%
2%
3%
2%
b
a
-
12
47
20
9
37
2
65
17
50
55
6
6
67
Fairly Dissatisfied
-%
4%
4%
5%
8%
4%
2%
4%
3%
5%
4%
6%
3%
4%
a
Neither Satisfied Nor
*
28
121
54
22
81
10
165
51
124
146
12
17
175
Dissatisfied
2%
8%
10%
14%
18%
8%
10%
11%
10%
12%
11%
12%
9%
11%
a
*
109
347
121
27
315
23
444
138
329
374
31
59
468
Fairly Satisfied
7%
31%
29%
31%
22%
30%
23%
30%
28%
31%
29%
30%
32%
30%
b
*
121
450
104
25
438
44
510
180
374
458
32
57
554
Very Satisfied
5%
35%
38%
26%
21%
42%
43%
35%
36%
35%
36%
31%
31%
35%
a
b
Don't Know (DO NOT READ
6
64
195
80
27
160
21
254
105
170
212
20
42
275
OUT)
86%
18%
17%
20%
22%
15%
20%
17%
21%
16%
17%
19%
23%
18%
a
1
230
796
225
52
753
67
955
318
703
832
64
116
1022
NET: Satisfied
12%
66%
68%
57%
42%
73%
66%
65%
63%
66%
66%
61%
62%
65%
a
b
-
25
62
36
21
45
4
94
28
70
79
8
11
98
NET: Dissatisfied
-%
7%
5%
9%
17%
4%
4%
6%
6%
7%
6%
8%
6%
6%
b
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Time of collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
5
6
12
7
31
Very Dissatisfied
1%
2%
3%
2%
2%
21
15
12
18
67
Fairly Dissatisfied
6%
4%
3%
5%
4%
Neither Satisfied Nor
49
51
51
25
175
Dissatisfied
13%
13%
13%
6%
11%
a
a
a
128
128
112
100
468
Fairly Satisfied
33%
32%
28%
26%
30%
a
a
141
139
149
125
554
Very Satisfied
36%
35%
37%
32%
35%
Don't Know (DO NOT READ
42
56
63
113
275
OUT)
11%
14%
16%
29%
18%
d
bcd
270
267
261
225
1022
NET: Satisfied
70%
67%
65%
58%
65%
a
a
a
27
22
25
25
98
NET: Dissatisfied
7%
5%
6%
6%
6%
Columns Tested: a,b,c,d

Collection reliability (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
4
-
-
1
-
2
-
-
-
-
2
*
-
5
Very Dissatisfied
*%
-%
-%
1%
-%
1%
-%
-%
-%
-%
2%
*%
-%
*%
12
-
1
1
1
-
*
5
-
-
*
3
2
14
Fairly Dissatisfied
1%
-%
2%
2%
1%
-%
*%
2%
-%
-%
*%
2%
2%
1%
Neither Satisfied Nor
112
5
5
6
10
18
13
18
12
8
13
14
6
129
Dissatisfied
8%
8%
7%
8%
11%
9%
7%
7%
11%
7%
12%
8%
6%
8%
424
22
23
24
29
72
57
88
32
38
26
52
31
493
Fairly Satisfied
31%
35%
32%
29%
33%
35%
31%
32%
29%
33%
23%
30%
33%
31%
519
25
32
39
29
85
78
95
33
49
31
79
40
614
Very Satisfied
38%
39%
44%
46%
33%
42%
42%
35%
30%
43%
29%
46%
42%
39%
ce
cefim
ce
ce
Don't Know (DO NOT READ
279
11
11
13
19
27
37
67
32
19
38
25
16
314
OUT)
21%
17%
15%
15%
21%
13%
20%
25%
29%
17%
34%
14%
17%
20%
bhjk
bdhjklm
abdghjk
lm
943
47
55
63
57
157
134
183
65
87
57
130
71
1107
NET: Satisfied
70%
74%
76%
75%
66%
77%
73%
67%
59%
76%
52%
76%
75%
71%
ce
ce
ce
ce
ce
ce
c
ce
ce
ce
16
-
1
2
1
2
*
5
-
-
2
3
2
19
NET: Dissatisfied
1%
-%
2%
2%
1%
1%
*%
2%
-%
-%
2%
2%
2%
1%
l

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m Collection reliability (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                         |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                     | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                      | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                       | 2         | *         | *         | *      | 5    | -     | 5     | 1   | -    | -                     | *          | *          | 4               |
| 5                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                      | 2%        | *%        | *%        | *%     | *%   | -%    | *%    | 1%  | -%   | -%                    | 1%         | 1%         | *%              |
| *%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                       | *         | 2         | 10        | *      | 14   | 1     | 13    | 1   | -    | -                     | -          | 1          | 13              |
| 14                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                      | *%        | 1%        | 1%        | 1%     | 1%   | *%    | 1%    | 2%  | -%   | -%                    | -%         | 2%         | 1%              |
| 1%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12                      | 6         | 27        | 85        | 5      | 124  | 31    | 98    | 7   | 1    | *                     | 2          | 4          | 122             |
| 129                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12%                     | 6%        | 10%       | 8%        | 9%     | 8%   | 7%    | 9%    | 11% | 7%   | 5%                    | 16%        | 12%        | 8%              |
| 8%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 28                      | 32        | 85        | 348       | 17     | 476  | 146   | 347   | 19  | 2    | 2                     | 3          | 12         | 474             |
| 493                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30%                     | 31%       | 30%       | 32%       | 29%    | 32%  | 32%   | 31%   | 31% | 26%  | 35%                   | 27%        | 32%        | 31%             |
| 31%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 33                      | 42        | 104       | 435       | 23     | 591  | 197   | 417   | 25  | 4    | 4                     | 5          | 12         | 589             |
| 614                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 35%                     | 41%       | 37%       | 40%       | 39%    | 39%  | 43%   | 37%   | 40% | 51%  | 54%                   | 48%        | 33%        | 39%             |
| 39%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18                      | 20        | 62        | 214       | 13     | 301  | 79    | 235   | 10  | 1    | *                     | 1          | 8          | 304             |
| 314                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 19%                     | 20%       | 22%       | 20%       | 22%    | 20%  | 17%   | 21%   | 16% | 16%  | 6%                    | 7%         | 20%        | 20%             |
| 20%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                      | cd        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 61                      | 74        | 189       | 783       | 40     | 1068 | 343   | 764   | 44  | 6    | 6                     | 7          | 25         | 1063            |
| 1107                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 65%                     | 72%       | 67%       | 72%       | 68%    | 71%  | 76%   | 69%   | 71% | 77%  | 89%                   | 76%        | 65%        | 71%             |
| 71%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                       | 2         | 2         | 10        | *      | 19   | 1     | 18    | 2   | -    | -                     | *          | 1          | 18              |
| 19                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                      | 2%        | 1%        | 1%        | 1%     | 1%   | *%    | 2%    | 2%  | -%   | -%                    | 1%         | 4%         | 1%              |
| 1%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Collection reliability (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
3
*
2
1
-
-
*
2
3
-
*
2
*
-
-
2
5
Very Dissatisfied
1%
*%
2%
*%
-%
-%
*%
3%
*%
-%
1%
3%
*%
-%
-%
*%
*%
a
abcd
3
6
2
6
*
2
-
-
12
-
*
*
3
4
3
4
14
Fairly Dissatisfied
1%
3%
2%
2%
2%
4%
-%
-%
1%
-%
1%
1%
2%
2%
1%
1%
1%
ab
Neither Satisfied Nor
14
13
8
20
-
1
5
4
120
1
2
5
24
12
38
48
129
Dissatisfied
7%
7%
7%
7%
-%
2%
13%
6%
9%
15%
7%
6%
11%
5%
13%
7%
8%
de
ac
ace
69
57
29
97
16
15
11
25
427
2
6
26
60
81
99
220
493
Fairly Satisfied
33%
32%
25%
36%
55%
36%
29%
33%
31%
20%
20%
33%
28%
35%
32%
31%
31%
b
abc
f
f
f
69
72
41
100
8
18
12
30
547
4
11
32
87
94
106
279
614
Very Satisfied
33%
40%
35%
37%
26%
43%
31%
41%
39%
46%
38%
41%
41%
40%
35%
40%
39%
Don't Know (DO NOT READ
53
31
35
49
5
6
11
13
279
2
9
13
39
44
59
148
314
OUT)
25%
17%
30%
18%
17%
15%
28%
17%
20%
20%
34%
17%
18%
19%
19%
21%
20%
a
abcde
138
129
70
197
24
32
23
55
973
6
16
58
147
175
205
499
1107
NET: Satisfied
66%
72%
60%
72%
81%
79%
59%
74%
70%
65%
58%
74%
69%
75%
67%
71%
71%
b
c
c
f
f
f
6
6
4
7
*
2
*
2
15
-
*
3
4
4
3
6
19
NET: Dissatisfied
3%
3%
3%
3%
2%
4%
*%
3%
1%
-%
2%
3%
2%
2%
1%
1%
1%
a
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Collection reliability (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
5
3
1
5
5
5
2
5
5
5
5
2
*
3
5
Very Dissatisfied
*%
*%
*%
*%
1%
*%
1%
1%
*%
1%
*%
*%
*%
*%
*%
11
10
2
12
9
14
3
9
14
7
14
6
5
4
14
Fairly Dissatisfied
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
2%
*%
1%
a
Neither Satisfied Nor
89
97
16
120
54
101
25
58
121
76
121
28
39
62
129
Dissatisfied
8%
8%
7%
8%
8%
8%
7%
8%
8%
9%
8%
6%
14%
8%
8%
ac
370
367
75
462
217
402
117
228
466
280
460
142
90
259
493
Fairly Satisfied
34%
31%
33%
32%
33%
32%
31%
32%
32%
31%
32%
29%
33%
33%
31%
389
485
99
570
248
487
150
264
579
348
565
208
99
304
614
Very Satisfied
36%
41%
43%
39%
38%
39%
40%
37%
39%
39%
39%
42%
36%
38%
39%
b
Don't Know (DO NOT READ
213
231
37
285
121
236
78
141
293
173
290
106
41
161
314
OUT)
20%
19%
16%
20%
18%
19%
21%
20%
20%
19%
20%
21%
15%
20%
20%
b
b
758
853
174
1032
465
889
268
492
1045
628
1025
350
189
563
1107
NET: Satisfied
70%
71%
76%
71%
71%
71%
71%
70%
71%
71%
70%
71%
69%
71%
71%
16
13
3
17
14
19
5
14
19
12
19
8
5
6
19
NET: Dissatisfied
1%
1%
1%
1%
2%
1%
1%
2%
1%
1%
1%
2%
2%
1%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Collection reliability (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
3
2
-
1
5
3
-
5
5
5
5
5
3
-
2
5
Very Dissatisfied
*%
1%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
7
7
*
2
14
11
-
14
12
14
14
14
10
-
5
14
Fairly Dissatisfied
1%
3%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
c
Neither Satisfied Nor
97
25
8
26
123
75
-
128
91
124
104
123
109
-
20
129
Dissatisfied
8%
11%
5%
7%
8%
9%
-%
8%
8%
8%
8%
8%
8%
-%
8%
8%
380
68
45
122
491
300
-
489
383
485
426
483
387
12
97
493
Fairly Satisfied
32%
29%
31%
35%
32%
34%
-%
31%
33%
32%
32%
32%
30%
33%
37%
31%
c
462
82
68
147
594
337
2
608
447
596
504
594
527
16
78
614
Very Satisfied
39%
35%
47%
42%
39%
39%
100%
39%
38%
39%
38%
39%
41%
44%
30%
39%
b
a
Don't Know (DO NOT READ
240
51
23
53
305
149
-
314
236
309
263
305
250
8
58
314
OUT)
20%
22%
16%
15%
20%
17%
-%
20%
20%
20%
20%
20%
19%
23%
22%
20%
c
842
150
113
268
1085
638
2
1097
830
1081
929
1078
914
28
175
1107
NET: Satisfied
71%
64%
78%
76%
71%
73%
100%
70%
71%
71%
71%
71%
71%
77%
67%
71%
b
b
b
10
9
*
3
19
14
-
19
17
19
19
19
12
-
7
19
NET: Dissatisfied
1%
4%
*%
1%
1%
2%
-%
1%
1%
1%
1%
1%
1%
-%
3%
1%
ac
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Collection Reliability (Qrm3. How Would You Rate The Performance Of Royal Mail, As A Recipient And Sender, In The Following Areas On A 5 Point Scale Where 1 Is Very Dissatisfied And 5 Is Very Satisfied?) Base: All Respondents Who Use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
2
*
5
5
*
-
5
3
2
2
2
1
5
Very Dissatisfied
-%
1%
*%
1%
4%
*%
-%
*%
1%
*%
*%
2%
*%
*%
b
a
c
-
5
3
12
6
1
1
13
4
10
12
3
-
14
Fairly Dissatisfied
-%
1%
*%
3%
5%
*%
1%
1%
1%
1%
1%
3%
-%
1%
b
a
a
Neither Satisfied Nor
-
20
87
42
21
46
9
121
38
92
103
11
15
129
Dissatisfied
-%
6%
7%
11%
17%
4%
9%
8%
8%
9%
8%
11%
8%
8%
b
a
*
118
364
129
28
313
30
463
147
347
404
34
52
493
Fairly Satisfied
4%
34%
31%
33%
23%
30%
29%
32%
29%
32%
32%
33%
28%
31%
1
133
510
104
30
498
43
571
218
396
507
31
69
614
Very Satisfied
10%
38%
43%
26%
24%
48%
42%
39%
43%
37%
40%
30%
37%
39%
a
b
a
Don't Know (DO NOT READ
6
70
211
103
34
180
19
294
94
220
240
22
50
314
OUT)
86%
20%
18%
26%
27%
17%
19%
20%
19%
21%
19%
22%
27%
20%
b
a
c
1
251
874
233
58
811
73
1034
364
743
912
65
121
1107
NET: Satisfied
14%
72%
74%
59%
47%
78%
71%
70%
72%
70%
72%
63%
65%
71%
a
b
-
7
3
17
11
1
1
18
7
13
14
5
1
19
NET: Dissatisfied
-%
2%
*%
4%
9%
*%
1%
1%
1%
1%
1%
5%
*%
1%
b
a
ac

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Collection reliability (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
3
*
2
*
5
Very Dissatisfied
1%
*%
*%
*%
*%
3
6
3
3
14
Fairly Dissatisfied
1%
1%
1%
1%
1%
Neither Satisfied Nor
42
32
36
20
129
Dissatisfied
11%
8%
9%
5%
8%
a
a
117
134
146
97
493
Fairly Satisfied
30%
34%
37%
25%
31%
a
a
153
173
149
139
614
Very Satisfied
40%
44%
37%
36%
39%
a
Don't Know (DO NOT READ
68
52
65
129
314
OUT)
18%
13%
16%
33%
20%
bcd
271
306
295
236
1107
NET: Satisfied
70%
77%
74%
61%
71%
a
ad
a
6
6
4
3
19
NET: Dissatisfied
2%
2%
1%
1%
1%
Columns Tested: a,b,c,d

Availability of a daily collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
13
-
1
1
*
-
2
4
-
-
4
2
2
16
Very Dissatisfied
1%
-%
1%
2%
*%
-%
1%
1%
-%
-%
3%
1%
2%
1%
dhl
31
*
2
1
4
-
*
16
3
2
*
2
4
34
Fairly Dissatisfied
2%
*%
3%
1%
5%
-%
*%
6%
2%
1%
*%
1%
4%
2%
ghl
cghjlm
hl
Neither Satisfied Nor
118
7
5
8
6
24
15
20
14
13
9
12
4
137
Dissatisfied
9%
11%
7%
9%
7%
12%
8%
7%
13%
12%
8%
7%
4%
9%
403
19
24
22
27
64
45
79
34
31
34
54
35
467
Fairly Satisfied
30%
30%
32%
26%
31%
32%
24%
29%
31%
27%
31%
32%
37%
30%
597
30
33
40
32
96
98
107
42
49
46
84
42
699
Very Satisfied
44%
47%
46%
47%
37%
47%
53%
39%
39%
43%
42%
49%
44%
45%
efi
Don't Know (DO NOT READ
188
7
7
13
17
20
26
47
16
19
16
18
9
216
OUT)
14%
12%
10%
15%
20%
10%
14%
17%
15%
16%
15%
10%
10%
14%
hk
k
1000
48
57
62
59
160
142
187
76
81
80
138
77
1167
NET: Satisfied
74%
77%
79%
73%
68%
78%
77%
68%
70%
71%
73%
80%
81%
74%
f
f
44
*
3
2
4
-
2
20
3
2
4
5
5
50
NET: Dissatisfied
3%
*%
4%
3%
5%
-%
1%
7%
2%
1%
4%
3%
6%
3%
hl
hl
l
hl
dghjlm
hl
hl
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Availability of a daily collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                                               | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 4         | 3         | 9         | -      | 16   | 3     | 12    | *   | -    | -                     | *          | *          | 15              |
| 16                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 4%        | 1%        | 1%        | -%     | 1%   | 1%    | 1%    | 1%  | -%   | -%                    | 1%         | *%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 2         | 3         | 26        | 1      | 33   | 11    | 23    | 2   | -    | *                     | *          | 1          | 32              |
| 34                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 2%        | 1%        | 2%        | 2%     | 2%   | 3%    | 2%    | 3%  | -%   | 7%                    | 1%         | 3%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11                                                | 3         | 20        | 103       | 7      | 130  | 31    | 106   | 5   | *    | 1                     | 1          | 2          | 132             |
| 137                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11%                                               | 3%        | 7%        | 9%        | 12%    | 9%   | 7%    | 10%   | 7%  | 6%   | 10%                   | 12%        | 6%         | 9%              |
| 9%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 | c         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 34                                                | 34        | 70        | 330       | 17     | 451  | 152   | 315   | 21  | 2    | 2                     | 3          | 13         | 447             |
| 467                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 36%                                               | 33%       | 25%       | 30%       | 29%    | 30%  | 33%   | 28%   | 34% | 29%  | 28%                   | 33%        | 36%        | 30%             |
| 30%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 34                                                | 45        | 132       | 488       | 27     | 673  | 205   | 495   | 28  | 4    | 4                     | 4          | 16         | 672             |
| 699                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 36%                                               | 44%       | 47%       | 45%       | 46%    | 45%  | 45%   | 44%   | 45% | 50%  | 50%                   | 46%        | 42%        | 45%             |
| 45%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13                                                | 15        | 52        | 135       | 7      | 209  | 52    | 163   | 7   | 1    | *                     | 1          | 5          | 209             |
| 216                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14%                                               | 15%       | 19%       | 12%       | 12%    | 14%  | 12%   | 15%   | 11% | 15%  | 6%                    | 6%         | 13%        | 14%             |
| 14%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 68                                                | 79        | 202       | 818       | 43     | 1124 | 357   | 810   | 49  | 6    | 6                     | 8          | 30         | 1118            |
| 1167                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 71%                                               | 77%       | 72%       | 75%       | 74%    | 74%  | 78%   | 73%   | 78% | 79%  | 78%                   | 79%        | 78%        | 74%             |
| 74%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 6         | 6         | 35        | 1      | 49   | 15    | 35    | 2   | -    | *                     | *          | 1          | 48              |
| 50                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 5%        | 2%        | 3%        | 2%     | 3%   | 3%    | 3%    | 3%  | -%   | 7%                    | 3%         | 3%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

Availability of a daily collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
5
*
4
1
-
*
*
-
15
-
-
*
2
2
2
9
16
Very Dissatisfied
2%
*%
3%
*%
-%
*%
*%
-%
1%
-%
-%
*%
1%
1%
1%
1%
1%
a
a
6
7
2
11
1
2
-
*
31
-
1
1
8
6
6
13
34
Fairly Dissatisfied
3%
4%
2%
4%
2%
6%
-%
*%
2%
-%
2%
1%
4%
2%
2%
2%
2%
b
Neither Satisfied Nor
15
18
5
28
*
4
*
4
128
1
1
4
16
20
34
60
137
Dissatisfied
7%
10%
4%
10%
2%
11%
*%
5%
9%
15%
5%
5%
7%
9%
11%
9%
9%
c
c
51
56
26
82
15
12
16
20
404
2
8
22
69
69
88
210
467
Fairly Satisfied
24%
31%
22%
30%
51%
29%
42%
27%
29%
21%
29%
28%
32%
29%
29%
30%
30%
abd
92
71
47
117
9
16
13
39
623
4
11
41
91
102
136
314
699
Very Satisfied
44%
40%
40%
43%
30%
39%
34%
52%
45%
45%
39%
52%
43%
44%
45%
45%
45%
ce
Don't Know (DO NOT READ
42
26
34
34
5
6
9
11
185
2
7
11
28
35
38
94
216
OUT)
20%
15%
29%
13%
15%
15%
23%
15%
13%
20%
26%
14%
13%
15%
13%
13%
14%
a
a
abcde
143
128
72
199
24
28
29
59
1027
6
19
62
160
171
224
524
1167
NET: Satisfied
68%
71%
62%
73%
81%
68%
76%
80%
74%
65%
67%
80%
75%
73%
74%
75%
74%
b
f
11
8
6
13
1
2
*
*
46
-
1
1
10
8
9
22
50
NET: Dissatisfied
5%
4%
5%
5%
2%
6%
*%
*%
3%
-%
2%
1%
4%
3%
3%
3%
3%
b

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Availability of a daily collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
12
13
4
15
9
14
5
7
15
6
15
4
5
7
16
Very Dissatisfied
1%
1%
2%
1%
1%
1%
1%
1%
1%
1%
1%
1%
2%
1%
1%
27
29
3
31
22
30
8
16
33
22
32
11
13
10
34
Fairly Dissatisfied
2%
2%
1%
2%
3%
2%
2%
2%
2%
2%
2%
2%
5%
1%
2%
c
ac
Neither Satisfied Nor
84
105
18
127
60
100
43
63
128
76
120
34
36
67
137
Dissatisfied
8%
9%
8%
9%
9%
8%
11%
9%
9%
9%
8%
7%
13%
8%
9%
af
ac
345
354
73
440
188
379
106
218
443
263
435
154
73
236
467
Fairly Satisfied
32%
30%
32%
30%
29%
30%
28%
31%
30%
30%
30%
31%
27%
30%
30%
463
540
112
648
294
552
151
301
658
403
650
215
117
364
699
Very Satisfied
43%
45%
49%
45%
45%
44%
40%
43%
44%
45%
45%
44%
42%
46%
45%
Don't Know (DO NOT READ
146
152
21
194
81
171
62
99
202
119
202
74
31
108
216
OUT)
14%
13%
9%
13%
12%
14%
16%
14%
14%
13%
14%
15%
11%
14%
14%
807
894
185
1088
482
930
257
520
1101
666
1085
369
190
600
1167
NET: Satisfied
75%
75%
80%
75%
74%
75%
69%
74%
74%
75%
75%
75%
69%
76%
74%
a
e
e
e
e
b
38
42
7
46
31
44
13
23
48
28
48
15
18
17
50
NET: Dissatisfied
4%
4%
3%
3%
5%
4%
3%
3%
3%
3%
3%
3%
7%
2%
3%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Availability of a daily collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
13
2
*
3
16
11
-
16
14
16
13
16
13
-
3
16
Very Dissatisfied
1%
1%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
25
9
*
4
34
27
-
34
31
34
34
34
28
-
6
34
Fairly Dissatisfied
2%
4%
*%
1%
2%
3%
-%
2%
3%
2%
3%
2%
2%
-%
2%
2%
a
c
Neither Satisfied Nor
102
26
9
35
136
79
-
135
104
137
112
134
118
*
19
137
Dissatisfied
9%
11%
6%
10%
9%
9%
-%
9%
9%
9%
9%
9%
9%
1%
7%
9%
370
61
37
110
459
269
-
464
343
453
395
452
355
11
105
467
Fairly Satisfied
31%
26%
25%
31%
30%
31%
-%
30%
29%
30%
30%
30%
28%
32%
40%
30%
c
522
95
80
169
679
391
2
693
511
680
578
679
598
18
91
699
Very Satisfied
44%
40%
55%
48%
44%
45%
100%
44%
44%
44%
44%
45%
46%
50%
35%
45%
bc
a
Don't Know (DO NOT READ
156
41
18
31
210
99
-
216
170
213
183
211
176
6
37
216
OUT)
13%
18%
13%
9%
14%
11%
-%
14%
14%
14%
14%
14%
14%
17%
14%
14%
c
892
156
116
278
1138
659
2
1157
855
1133
973
1131
952
29
196
1167
NET: Satisfied
75%
66%
81%
79%
74%
75%
100%
74%
73%
74%
74%
74%
74%
81%
75%
74%
b
b
b
38
11
1
7
50
38
-
50
44
50
47
50
41
-
9
50
NET: Dissatisfied
3%
5%
1%
2%
3%
4%
-%
3%
4%
3%
4%
3%
3%
-%
3%
3%
a
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Availability of a daily collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
4
9
6
6
7
*
15
5
11
11
2
2
16
Very Dissatisfied
-%
1%
1%
2%
5%
1%
*%
1%
1%
1%
1%
2%
1%
1%
a
-
11
15
19
14
10
2
32
8
27
29
4
1
34
Fairly Dissatisfied
-%
3%
1%
5%
11%
1%
2%
2%
2%
2%
2%
4%
1%
2%
b
a
Neither Satisfied Nor
-
22
107
30
17
54
10
127
40
97
116
5
16
137
Dissatisfied
-%
6%
9%
7%
14%
5%
10%
9%
8%
9%
9%
5%
9%
9%
a
*
97
336
132
29
288
30
437
145
322
379
40
45
467
Fairly Satisfied
2%
28%
29%
33%
23%
28%
29%
30%
29%
30%
30%
39%
24%
30%
a
1
156
560
139
32
556
47
653
245
455
573
40
80
699
Very Satisfied
12%
45%
48%
35%
26%
54%
46%
44%
49%
43%
45%
38%
43%
45%
a
b
a
Don't Know (DO NOT READ
6
57
147
69
25
123
13
203
60
156
161
12
41
216
OUT)
86%
16%
13%
17%
20%
12%
13%
14%
12%
15%
13%
12%
22%
14%
b
a
bc
1
253
896
271
61
844
77
1090
390
777
952
80
126
1167
NET: Satisfied
14%
73%
76%
69%
50%
81%
75%
74%
78%
73%
75%
77%
67%
74%
a
b
a
a
-
16
25
25
20
17
3
47
13
37
40
6
4
50
NET: Dissatisfied
-%
5%
2%
6%
16%
2%
3%
3%
3%
3%
3%
6%
2%
3%
b
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Availability of a daily collection (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
2
4
4
6
16
Very Dissatisfied
1%
1%
1%
1%
1%
10
9
9
7
34
Fairly Dissatisfied
2%
2%
2%
2%
2%
Neither Satisfied Nor
38
49
29
20
137
Dissatisfied
10%
12%
7%
5%
9%
a
ab
129
126
125
88
467
Fairly Satisfied
33%
32%
31%
23%
30%
a
a
a
181
187
179
152
699
Very Satisfied
47%
47%
45%
39%
45%
a
a
Don't Know (DO NOT READ
27
22
53
115
216
OUT)
7%
5%
13%
30%
14%
cd
bcd
310
312
304
240
1167
NET: Satisfied
80%
79%
76%
62%
74%
a
a
a
12
13
13
12
50
NET: Dissatisfied
3%
3%
3%
3%
3%
Columns Tested: a,b,c,d

Latest collection time (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
27
1
*
2
3
2
5
4
1
2
7
2
*
30
Very Dissatisfied
2%
1%
1%
2%
3%
1%
3%
1%
1%
1%
7%
1%
*%
2%
aefhklm
86
3
5
4
5
7
15
24
6
7
9
5
9
98
Fairly Dissatisfied
6%
4%
7%
5%
6%
3%
8%
9%
5%
6%
8%
3%
10%
6%
Neither Satisfied Nor
186
13
7
11
12
23
22
44
21
12
13
24
15
216
Dissatisfied
14%
20%
9%
12%
14%
11%
12%
16%
20%
10%
12%
14%
16%
14%
dhjkm
k
k
407
16
22
24
24
78
51
86
28
28
26
54
31
469
Fairly Satisfied
30%
25%
30%
28%
28%
38%
28%
31%
26%
25%
23%
32%
33%
30%
cdel
452
22
28
30
25
68
69
76
33
43
35
70
31
531
Very Satisfied
33%
35%
38%
35%
29%
33%
37%
28%
30%
38%
32%
41%
32%
34%
f
f
Don't Know (DO NOT READ
193
9
11
14
17
26
22
40
20
23
20
15
9
226
OUT)
14%
14%
15%
17%
20%
13%
12%
15%
18%
20%
18%
9%
9%
14%
b
b
858
38
50
54
50
146
120
162
61
71
61
125
62
1000
NET: Satisfied
64%
60%
69%
63%
57%
71%
65%
59%
56%
63%
55%
73%
65%
64%
cef
cefi
cefil
113
3
5
6
8
9
20
27
7
8
16
7
9
128
NET: Dissatisfied
8%
5%
7%
7%
9%
4%
11%
10%
6%
7%
15%
4%
10%
8%
bhjl

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m Latest collection time (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                                               | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                                                 | 2         | 6         | 18        | *      | 30   | 16    | 14    | 1   | -    | 1                     | *          | 1          | 28              |
| 30                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                                                | 2%        | 2%        | 2%        | 1%     | 2%   | 4%    | 1%    | 2%  | -%   | 9%                    | 1%         | 2%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abef                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 8         | 18        | 69        | 4      | 95   | 24    | 74    | 4   | 1    | *                     | *          | 3          | 94              |
| 98                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 8%        | 6%        | 6%        | 6%     | 6%   | 5%    | 7%    | 6%  | 8%   | 6%                    | 3%         | 7%         | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12                                                | 20        | 34        | 150       | 9      | 207  | 56    | 160   | 8   | 1    | *                     | 1          | 6          | 208             |
| 216                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12%                                               | 20%       | 12%       | 14%       | 15%    | 14%  | 12%   | 14%   | 13% | 9%   | 5%                    | 12%        | 16%        | 14%             |
| 14%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 38                                                | 28        | 77        | 325       | 19     | 449  | 152   | 317   | 20  | 2    | 2                     | 4          | 13         | 448             |
| 469                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 40%                                               | 27%       | 28%       | 30%       | 33%    | 30%  | 33%   | 28%   | 33% | 25%  | 32%                   | 39%        | 33%        | 30%             |
| 30%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26                                                | 29        | 93        | 383       | 20     | 511  | 150   | 381   | 22  | 3    | 3                     | 4          | 12         | 509             |
| 531                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 27%                                               | 29%       | 33%       | 35%       | 34%    | 34%  | 33%   | 34%   | 36% | 45%  | 42%                   | 39%        | 31%        | 34%             |
| 34%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13                                                | 15        | 53        | 145       | 6      | 220  | 57    | 169   | 6   | 1    | *                     | 1          | 4          | 220             |
| 226                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 14%                                               | 15%       | 19%       | 13%       | 11%    | 15%  | 12%   | 15%   | 10% | 13%  | 6%                    | 6%         | 11%        | 15%             |
| 14%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | f         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 64                                                | 57        | 170       | 709       | 39     | 960  | 301   | 698   | 43  | 5    | 5                     | 7          | 24         | 957             |
| 1000                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 67%                                               | 56%       | 61%       | 65%       | 67%    | 64%  | 66%   | 63%   | 68% | 70%  | 74%                   | 78%        | 64%        | 63%             |
| 64%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 | c         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                                                 | 10        | 24        | 88        | 4      | 124  | 40    | 88    | 5   | 1    | 1                     | *          | 3          | 122             |
| 128                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 10%       | 8%        | 8%        | 7%     | 8%   | 9%    | 8%    | 9%  | 8%   | 15%                   | 4%         | 9%         | 8%              |
| 8%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

Latest collection time (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
4
7
2
9
-
1
1
2
26
-
1
*
5
5
15
5
30
Very Dissatisfied
2%
4%
2%
3%
-%
1%
3%
2%
2%
-%
2%
*%
2%
2%
5%
1%
2%
ae
21
10
12
20
*
-
4
1
93
-
2
3
14
12
18
49
98
Fairly Dissatisfied
10%
6%
10%
7%
*%
-%
11%
1%
7%
-%
9%
3%
7%
5%
6%
7%
6%
bde
b
Neither Satisfied Nor
25
21
17
29
5
6
3
11
191
*
2
9
30
32
49
95
216
Dissatisfied
12%
11%
15%
10%
16%
15%
8%
15%
14%
1%
8%
11%
14%
14%
16%
14%
14%
60
55
28
87
13
18
12
25
401
3
8
28
65
70
85
209
469
Fairly Satisfied
29%
31%
24%
32%
44%
43%
31%
34%
29%
35%
29%
36%
30%
30%
28%
30%
30%
a
a
65
61
32
94
7
10
9
21
483
4
10
27
64
83
100
242
531
Very Satisfied
31%
34%
28%
34%
25%
25%
24%
29%
35%
43%
37%
34%
30%
35%
33%
35%
34%
Don't Know (DO NOT READ
35
26
26
35
5
6
8
14
193
2
5
11
36
33
39
100
226
OUT)
17%
14%
22%
13%
15%
15%
21%
18%
14%
20%
16%
14%
17%
14%
13%
14%
14%
a
126
116
61
181
20
28
21
47
883
8
18
55
129
153
185
452
1000
NET: Satisfied
60%
65%
52%
66%
68%
68%
56%
63%
64%
79%
65%
71%
60%
65%
61%
64%
64%
b
25
17
13
29
*
1
6
3
119
-
3
3
19
17
32
54
128
NET: Dissatisfied
12%
10%
11%
11%
*%
1%
15%
4%
9%
-%
11%
4%
9%
7%
11%
8%
8%
bde
e

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Latest collection time (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
25
28
5
29
14
25
6
13
29
20
29
6
8
15
30
Very Dissatisfied
2%
2%
2%
2%
2%
2%
2%
2%
2%
2%
2%
1%
3%
2%
2%
74
83
10
91
49
75
27
55
94
61
92
22
25
51
98
Fairly Dissatisfied
7%
7%
4%
6%
7%
6%
7%
8%
6%
7%
6%
5%
9%
6%
6%
c
Neither Satisfied Nor
149
163
43
199
102
170
47
100
202
126
197
55
54
107
216
Dissatisfied
14%
14%
19%
14%
16%
14%
12%
14%
14%
14%
14%
11%
20%
14%
14%
b
ac
334
361
76
440
209
373
123
227
440
269
434
152
80
232
469
Fairly Satisfied
31%
30%
33%
30%
32%
30%
33%
32%
30%
30%
30%
31%
29%
29%
30%
350
399
77
488
200
417
113
213
500
303
491
174
76
278
531
Very Satisfied
32%
33%
33%
34%
31%
33%
30%
30%
34%
34%
34%
35%
28%
35%
34%
b
b
Don't Know (DO NOT READ
145
160
19
206
80
186
59
97
213
110
211
82
32
109
226
OUT)
14%
13%
8%
14%
12%
15%
16%
14%
14%
12%
15%
17%
12%
14%
14%
c
683
760
153
929
409
790
236
440
940
573
925
326
156
510
1000
NET: Satisfied
63%
64%
67%
64%
63%
63%
63%
62%
64%
64%
64%
66%
57%
64%
64%
b
b
98
111
15
121
63
100
33
68
123
81
122
29
32
66
128
NET: Dissatisfied
9%
9%
6%
8%
10%
8%
9%
10%
8%
9%
8%
6%
12%
8%
8%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Latest collection time (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
17
9
3
10
30
24
-
30
25
30
28
30
23
2
5
30
Very Dissatisfied
1%
4%
2%
3%
2%
3%
-%
2%
2%
2%
2%
2%
2%
6%
2%
2%
c
65
26
7
16
97
61
-
98
77
96
83
95
75
1
23
98
Fairly Dissatisfied
5%
11%
5%
5%
6%
7%
-%
6%
7%
6%
6%
6%
6%
3%
9%
6%
ac
c
Neither Satisfied Nor
168
27
20
69
213
127
-
213
160
209
184
207
182
4
32
216
Dissatisfied
14%
12%
14%
20%
14%
15%
-%
14%
14%
14%
14%
14%
14%
10%
12%
14%
ab
369
63
37
115
459
274
-
467
360
458
408
456
369
11
92
469
Fairly Satisfied
31%
27%
26%
33%
30%
31%
-%
30%
31%
30%
31%
30%
29%
30%
35%
30%
c
400
71
58
113
516
294
2
525
375
516
428
516
459
14
63
531
Very Satisfied
34%
30%
40%
32%
34%
34%
100%
34%
32%
34%
33%
34%
36%
40%
24%
34%
b
a
a
Don't Know (DO NOT READ
169
39
19
28
218
95
-
226
176
222
184
221
179
4
46
226
OUT)
14%
16%
13%
8%
14%
11%
-%
15%
15%
15%
14%
14%
14%
11%
17%
14%
ac
769
134
96
228
975
567
2
992
735
974
836
973
828
25
155
1000
NET: Satisfied
65%
57%
66%
65%
64%
65%
100%
64%
63%
64%
64%
64%
64%
70%
59%
64%
b 83
35
10
26
127
85
-
127
103
126
111
125
98
3
28
128
NET: Dissatisfied
7%
15%
7%
7%
8%
10%
-%
8%
9%
8%
8%
8%
8%
9%
11%
8%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Latest collection time (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
9
12
17
10
11
*
30
8
22
26
2
2
30
Very Dissatisfied
-%
3%
1%
4%
8%
1%
*%
2%
2%
2%
2%
2%
1%
2%
b
a
-
29
68
30
14
48
3
95
24
74
82
4
12
98
Fairly Dissatisfied
-%
8%
6%
8%
11%
5%
3%
6%
5%
7%
6%
4%
6%
6%
a
Neither Satisfied Nor
-
36
154
62
18
117
10
206
51
165
176
9
29
216
Dissatisfied
-%
10%
13%
16%
15%
11%
9%
14%
10%
15%
14%
9%
15%
14%
b
1
102
347
122
27
294
24
445
155
313
363
40
63
469
Fairly Satisfied
9%
29%
30%
31%
22%
28%
24%
30%
31%
29%
29%
39%
34%
30%
c
*
121
428
103
27
431
49
482
189
342
446
34
46
531
Very Satisfied
3%
35%
36%
26%
22%
42%
48%
33%
38%
32%
35%
33%
25%
34%
a
b
a
a
a
Don't Know (DO NOT READ
6
51
165
61
26
137
17
209
76
150
176
14
35
226
OUT)
88%
15%
14%
15%
21%
13%
17%
14%
15%
14%
14%
13%
19%
14%
a
1
223
775
225
55
725
73
927
344
655
809
74
109
1000
NET: Satisfied
12%
64%
66%
57%
45%
70%
71%
63%
69%
61%
64%
72%
58%
64%
a
b
a
a
-
37
80
48
24
59
3
125
31
97
108
6
14
128
NET: Dissatisfied
-%
11%
7%
12%
19%
6%
3%
9%
6%
9%
9%
6%
7%
8%
b
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Latest collection time (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
7
3
11
8
30
Very Dissatisfied
2%
1%
3%
2%
2%
c
24
26
25
23
98
Fairly Dissatisfied
6%
7%
6%
6%
6%
Neither Satisfied Nor
69
64
50
32
216
Dissatisfied
18%
16%
13%
8%
14%
ab
a
122
138
103
105
469
Fairly Satisfied
32%
35%
26%
27%
30%
ab
138
132
150
111
531
Very Satisfied
36%
33%
37%
29%
34%
a
a
Don't Know (DO NOT READ
27
32
60
108
226
OUT)
7%
8%
15%
28%
14%
cd
bcd
260
271
253
216
1000
NET: Satisfied
67%
68%
63%
56%
64%
a
a
a
31
29
37
31
128
NET: Dissatisfied
8%
7%
9%
8%
8%
Columns Tested: a,b,c,d

Account management (if applicable) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
2
-
*
*
-
-
-
2
-
-
*
-
-
3
Very Dissatisfied
*%
-%
*%
1%
-%
-%
-%
1%
-%
-%
*%
-%
-%
*%
2
1
-
-
-
-
-
-
-
-
-
-
2
2
Fairly Dissatisfied
*%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2%
*%
jm
Neither Satisfied Nor
6
*
-
1
-
2
*
*
3
-
*
1
*
7
Dissatisfied
*%
*%
-%
1%
-%
1%
*%
*%
2%
-%
*%
1%
*%
*%
fkm
5
1
1
1
1
-
-
2
*
1
-
*
*
8
Fairly Satisfied
*%
1%
1%
2%
1%
-%
-%
1%
*%
1%
-%
*%
*%
*%
m
24
2
1
1
*
4
6
4
1
1
-
7
*
28
Very Satisfied
2%
3%
1%
2%
*%
2%
3%
1%
1%
1%
-%
4%
*%
2%
Don't Know (DO NOT READ
1311
59
71
81
85
198
179
266
105
111
110
163
93
1522
OUT)
97%
95%
98%
95%
98%
97%
97%
97%
96%
98%
100%
95%
98%
97%
29
2
1
3
1
4
6
6
2
3
-
7
*
35
NET: Satisfied
2%
4%
2%
3%
2%
2%
3%
2%
2%
2%
-%
4%
*%
2%
4
1
*
*
-
-
-
2
-
-
*
-
2
5
NET: Dissatisfied
*%
1%
*%
1%
-%
-%
-%
1%
-%
-%
*%
-%
2%
*%
m

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m Account management (if applicable) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                         |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                     | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                      | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                       | *         | -         | *         | *      | 2    | -     | 3     | *   | *    | -                     | -          | -          | 2               |
| 3                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                      | *%        | -%        | *%        | *%     | *%   | -%    | *%    | *%  | 3%   | -%                    | -%         | -%         | *%              |
| *%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      | abf       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                       | -         | *         | -         | -      | 2    | 2     | 1     | *   | -    | *                     | -          | -          | 2               |
| 2                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                      | -%        | *%        | -%        | -%     | *%   | *%    | *%    | *%  | -%   | 2%                    | -%         | -%         | *%              |
| *%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                       | 1         | *         | 2         | *      | 7    | 4     | 3     | 2   | *    | 1                     | 1          | 1          | 5               |
| 7                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                      | 1%        | *%        | *%        | *%     | *%   | 1%    | *%    | 3%  | 2%   | 8%                    | 8%         | 1%         | *%              |
| *%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                       | *         | 2         | 2         | 2      | 6    | 3     | 4     | 1   | *    | *                     | *          | 1          | 6               |
| 8                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                      | *%        | 1%        | *%        | 3%     | *%   | 1%    | *%    | 2%  | 1%   | 3%                    | 1%         | 2%         | *%              |
| *%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| 5                       | 1         | 5         | 17        | 1      | 27   | 10    | 18    | 2   | *    | 1                     | *          | 1          | 26              |
| 28                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                      | 1%        | 2%        | 2%        | 1%     | 2%   | 2%    | 2%    | 4%  | 6%   | 15%                   | 1%         | 1%         | 2%              |
| 2%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      | abcf      |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 79                      | 100       | 273       | 1070      | 56     | 1467 | 435   | 1087  | 57  | 7    | 5                     | 9          | 36         | 1466            |
| 1522                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 83%                     | 98%       | 97%       | 98%       | 95%    | 97%  | 96%   | 97%   | 90% | 87%  | 72%                   | 89%        | 95%        | 97%             |
| 97%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | d         | d         | d         | d      |      |       |       |     |      |                       |            |            |                 |
| def                     | cdef      |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8                       | 1         | 7         | 19        | 2      | 33   | 13    | 22    | 4   | 1    | 1                     | *          | 1          | 32              |
| 35                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                      | 1%        | 2%        | 2%        | 4%     | 2%   | 3%    | 2%    | 6%  | 8%   | 18%                   | 3%         | 4%         | 2%              |
| 2%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcf                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                       | *         | *         | *         | *      | 5    | 2     | 3     | *   | *    | *                     | -          | -          | 5               |
| 5                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                      | *%        | *%        | *%        | *%     | *%   | *%    | *%    | 1%  | 3%   | 2%                    | -%         | -%         | *%              |
| *%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                     | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Table 44  (continuation)                                                                                                                                                                        Page 415
Account management (if applicable) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
-
2
-
2
*
2
-
-
1
*
-
-
2
*
-
-
3
Very Dissatisfied
-%
1%
-%
1%
*%
4%
-%
-%
*%
1%
-%
-%
1%
*%
-%
-%
*%
ab
a
-
2
-
2
-
*
2
-
*
2
*
-
-
*
-
-
2
Fairly Dissatisfied
-%
1%
-%
1%
-%
*%
5%
-%
*%
18%
*%
-%
-%
*%
-%
-%
*%
ab
Neither Satisfied Nor
2
2
*
3
2
-
1
*
4
2
-
1
2
*
2
*
7
Dissatisfied
1%
1%
*%
1%
8%
-%
2%
1%
*%
18%
-%
1%
1%
*%
1%
*%
*%
ab
a
a
1
1
*
1
2
1
*
-
5
2
*
*
1
2
*
2
8
Fairly Satisfied
*%
1%
*%
*%
6%
3%
*%
-%
*%
21%
2%
*%
*%
1%
*%
*%
*%
ab
a
b
3
1
1
4
*
*
1
1
25
2
1
1
2
14
3
5
28
Very Satisfied
2%
1%
1%
2%
1%
1%
2%
1%
2%
18%
4%
2%
1%
6%
1%
1%
2%
a
abd
Don't Know (DO NOT READ
205
171
116
261
25
37
35
73
1352
2
27
76
206
218
300
694
1522
OUT)
97%
96%
99%
96%
85%
91%
91%
98%
97%
23%
94%
97%
96%
93%
98%
99%
97%
ce
cde
cf
cdf
4
2
1
5
2
2
1
1
30
4
2
2
3
15
3
7
35
NET: Satisfied
2%
1%
1%
2%
7%
4%
3%
1%
2%
39%
6%
2%
1%
7%
1%
1%
2%
abd
abd
-
4
-
4
*
2
2
-
1
2
*
-
2
1
-
-
5
NET: Dissatisfied
-%
2%
-%
1%
*%
5%
5%
-%
*%
20%
*%
-%
1%
*%
-%
-%
*%
b
ab
ab
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Account management (if applicable) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
2
2
*
3
2
3
1
3
3
*
3
2
1
-
3
Very Dissatisfied
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
2
1
1
2
1
2
*
2
2
2
2
2
*
*
2
Fairly Dissatisfied
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
Neither Satisfied Nor
4
7
3
7
5
7
3
7
7
7
7
4
1
2
7
Dissatisfied
*%
1%
1%
*%
1%
1%
1%
1%
*%
1%
*%
1%
*%
*%
*%
6
6
3
7
6
6
3
6
8
5
8
5
1
2
8
Fairly Satisfied
1%
*%
1%
*%
1%
*%
1%
1%
1%
1%
1%
1%
*%
*%
*%
20
22
1
26
9
23
8
15
28
18
28
10
4
13
28
Very Satisfied
2%
2%
*%
2%
1%
2%
2%
2%
2%
2%
2%
2%
2%
2%
2%
Don't Know (DO NOT READ
1041
1156
223
1409
631
1204
360
672
1431
856
1407
469
268
775
1522
OUT)
97%
97%
97%
97%
97%
97%
96%
95%
97%
96%
97%
95%
98%
98%
97%
c
26
28
4
33
15
29
11
21
35
24
35
15
5
15
35
NET: Satisfied
2%
2%
2%
2%
2%
2%
3%
3%
2%
3%
2%
3%
2%
2%
2%
4
2
1
5
2
5
1
5
5
3
5
4
1
*
5
NET: Dissatisfied
*%
*%
*%
*%
*%
*%
*%
1%
*%
*%
*%
1%
*%
*%
*%
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Account management (if applicable) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
2
*
-
*
3
2
-
3
3
3
3
3
3
-
-
3
Very Dissatisfied
*%
*%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
1
-
2
1
1
1
-
2
2
2
2
2
2
-
*
2
Fairly Dissatisfied
*%
-%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
c
Neither Satisfied Nor
4
*
2
4
7
5
-
7
6
7
6
7
6
-
1
7
Dissatisfied
*%
*%
2%
1%
*%
1%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
c
5
*
2
3
8
4
-
8
7
8
7
8
5
1
3
8
Fairly Satisfied
*%
*%
1%
1%
*%
*%
-%
*%
1%
*%
1%
1%
*%
2%
1%
*%
24
2
2
3
28
11
-
26
24
28
20
28
21
*
7
28
Very Satisfied
2%
1%
1%
1%
2%
1%
-%
2%
2%
2%
1%
2%
2%
1%
3%
2%
Don't Know (DO NOT READ
1151
232
137
339
1488
852
2
1513
1132
1485
1278
1478
1250
35
250
1522
OUT)
97%
99%
94%
97%
97%
97%
100%
97%
96%
97%
97%
97%
97%
98%
96%
97%
a
29
2
4
6
35
15
-
33
31
35
27
35
26
1
9
35
NET: Satisfied
2%
1%
3%
2%
2%
2%
-%
2%
3%
2%
2%
2%
2%
2%
4%
2%
3
*
2
1
3
3
-
5
5
5
5
5
5
-
*
5
NET: Dissatisfied
*%
*%
1%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Table 44  (continuation)                                                                                                                                                                        Page 418
Account management (if applicable) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
*
-
3
2
*
-
3
2
1
1
2
-
3
Very Dissatisfied
-%
*%
-%
1%
2%
*%
-%
*%
*%
*%
*%
2%
-%
*%
b
a
c
-
2
2
*
-
2
-
2
2
1
*
*
2
2
Fairly Dissatisfied
-%
1%
*%
*%
-%
*%
-%
*%
*%
*%
*%
*%
1%
*%
c
Neither Satisfied Nor
*
3
4
3
*
2
-
7
3
5
1
4
2
7
Dissatisfied
4%
1%
*%
1%
*%
*%
-%
*%
1%
*%
*%
4%
1%
*%
c
c
-
1
7
1
-
7
*
8
5
3
7
*
*
8
Fairly Satisfied
-%
*%
1%
*%
-%
1%
*%
1%
1%
*%
1%
*%
*%
*%
-
5
24
4
-
19
-
28
11
17
23
-
2
28
Very Satisfied
-%
1%
2%
1%
-%
2%
-%
2%
2%
2%
2%
-%
1%
2%
Don't Know (DO NOT READ
6
337
1138
384
120
1007
102
1420
481
1042
1237
97
180
1522
OUT)
96%
97%
97%
97%
98%
97%
100%
97%
96%
98%
97%
94%
97%
97%
b
b
-
6
30
5
-
26
*
35
15
20
30
*
3
35
NET: Satisfied
-%
2%
3%
1%
-%
3%
*%
2%
3%
2%
2%
*%
2%
2%
-
2
2
3
2
2
-
5
4
1
1
2
2
5
NET: Dissatisfied
-%
1%
*%
1%
2%
*%
-%
*%
1%
*%
*%
2%
1%
*%
a
a
c
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Account management (if applicable) (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
2
-
-
1
3
Very Dissatisfied
*%
-%
-%
*%
*%
*
-
-
2
2
Fairly Dissatisfied
*%
-%
-%
*%
*%
Neither Satisfied Nor
1
1
*
6
7
Dissatisfied
*%
*%
*%
1%
*%
bc
2
1
3
2
8
Fairly Satisfied
*%
*%
1%
*%
*%
4
9
3
11
28
Very Satisfied
1%
2%
1%
3%
2%
b
Don't Know (DO NOT READ
378
385
393
366
1522
OUT)
98%
97%
98%
95%
97%
a
a
6
10
6
13
35
NET: Satisfied
2%
3%
1%
3%
2%
2
-
-
2
5
NET: Dissatisfied
1%
-%
-%
1%
*%
Columns Tested: a,b,c,d

Trustworthiness of the provider (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
24
-
1
1
3
-
2
4
6
1
4
4
-
26
Very Dissatisfied
2%
-%
1%
1%
3%
-%
1%
1%
6%
1%
3%
2%
-%
2%
l
adfghjklm
hl
l
37
2
3
1
3
8
5
9
-
3
*
2
6
42
Fairly Dissatisfied
3%
2%
4%
2%
3%
4%
3%
3%
-%
2%
*%
1%
6%
3%
e
e
ce
Neither Satisfied Nor
195
11
7
9
7
27
35
44
11
12
22
27
9
222
Dissatisfied
14%
17%
10%
11%
8%
13%
19%
16%
10%
11%
20%
16%
9%
14%
k
ijk
ijk
518
20
20
35
43
91
61
110
44
41
42
51
35
594
Fairly Satisfied
38%
33%
28%
42%
49%
45%
33%
40%
40%
36%
38%
30%
37%
38%
k
bk
bgklm
bkl
k
k
565
30
41
37
31
76
82
107
48
54
37
87
44
673
Very Satisfied
42%
48%
57%
44%
36%
37%
44%
39%
44%
47%
34%
51%
46%
43%
c
cefghijm
chi
Don't Know (DO NOT READ
12
*
*
-
-
2
-
-
-
3
5
-
2
12
OUT)
1%
*%
*%
-%
-%
1%
-%
-%
-%
2%
5%
-%
2%
1%
fj
befgijk
j
lm
1083
50
61
73
74
167
143
217
92
95
79
138
79
1267
NET: Satisfied
80%
80%
85%
86%
85%
82%
77%
79%
84%
83%
72%
80%
83%
81%
c
cgm
c
61
2
4
3
6
8
7
13
6
4
4
7
6
68
NET: Dissatisfied
4%
2%
5%
3%
6%
4%
4%
5%
6%
4%
4%
4%
6%
4%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Trustworthiness of the provider (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                         |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                     | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                      | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                       | 4         | 4         | 14        | *      | 26   | 7     | 18    | *   | *    | -                     | -          | *          | 25              |
| 26                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                      | 4%        | 1%        | 1%        | *%     | 2%   | 2%    | 2%    | 1%  | 2%   | -%                    | -%         | 1%         | 2%              |
| 2%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                       | 1         | 3         | 34        | *      | 42   | 13    | 29    | 2   | *    | *                     | *          | 1          | 41              |
| 42                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                      | 1%        | 1%        | 3%        | 1%     | 3%   | 3%    | 3%    | 3%  | 3%   | 6%                    | 2%         | 2%         | 3%              |
| 3%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26                      | 22        | 36        | 139       | 9      | 212  | 63    | 159   | 10  | 1    | 1                     | 2          | 6          | 212             |
| 222                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 27%                     | 21%       | 13%       | 13%       | 16%    | 14%  | 14%   | 14%   | 16% | 14%  | 13%                   | 20%        | 15%        | 14%             |
| 14%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 36                      | 36        | 93        | 429       | 21     | 573  | 161   | 433   | 27  | 2    | 3                     | 3          | 18         | 567             |
| 594                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 37%                     | 35%       | 33%       | 39%       | 36%    | 38%  | 35%   | 39%   | 43% | 27%  | 46%                   | 35%        | 48%        | 38%             |
| 38%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| e                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ae                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25                      | 38        | 145       | 465       | 27     | 646  | 209   | 465   | 23  | 4    | 2                     | 4          | 13         | 650             |
| 673                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 27%                     | 37%       | 52%       | 43%       | 47%    | 43%  | 46%   | 42%   | 37% | 52%  | 35%                   | 43%        | 33%        | 43%             |
| 43%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| acd                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bf                      | bf        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                       | 1         | -         | 11        | *      | 12   | 2     | 10    | *   | *    | -                     | -          | *          | 12              |
| 12                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                      | 1%        | -%        | 1%        | *%     | 1%   | *%    | 1%    | 1%  | 1%   | -%                    | -%         | 1%         | 1%              |
| 1%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 61                      | 74        | 238       | 894       | 48     | 1219 | 369   | 898   | 50  | 6    | 6                     | 7          | 31         | 1217            |
| 1267                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 64%                     | 73%       | 85%       | 82%       | 83%    | 81%  | 81%   | 81%   | 80% | 79%  | 80%                   | 77%        | 81%        | 81%             |
| 81%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                      | cd        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8                       | 5         | 7         | 48        | 1      | 68   | 21    | 48    | 2   | *    | *                     | *          | 1          | 66              |
| 68                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                      | 5%        | 2%        | 4%        | 1%     | 4%   | 5%    | 4%    | 3%  | 5%   | 6%                    | 2%         | 3%         | 4%              |
| 4%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Trustworthiness of the provider (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
8
-
7
1
*
*
1
4
21
*
2
1
3
1
7
12
26
Very Dissatisfied
4%
-%
6%
*%
*%
*%
3%
5%
2%
1%
7%
2%
1%
1%
2%
2%
2%
a
a
a
abcd
8
5
4
9
2
2
1
*
37
-
1
1
6
5
11
20
42
Fairly Dissatisfied
4%
3%
3%
3%
7%
5%
2%
*%
3%
-%
3%
1%
3%
2%
4%
3%
3%
b
b
Neither Satisfied Nor
39
29
23
45
5
15
8
4
190
-
5
16
34
20
46
101
222
Dissatisfied
18%
16%
20%
17%
16%
37%
20%
6%
14%
-%
16%
21%
16%
8%
15%
14%
14%
abe
b
b
c
c
c
c
73
69
36
106
13
13
13
41
514
7
9
26
87
97
115
252
594
Fairly Satisfied
34%
39%
31%
39%
45%
31%
35%
55%
37%
76%
31%
34%
41%
42%
38%
36%
38%
acd
80
76
45
111
9
11
15
25
613
2
12
34
83
108
125
309
673
Very Satisfied
38%
42%
39%
41%
31%
27%
39%
34%
44%
23%
44%
43%
39%
46%
41%
44%
43%
bd
Don't Know (DO NOT READ
4
-
2
2
-
-
*
-
12
-
*
-
*
3
2
7
12
OUT)
2%
-%
2%
1%
-%
-%
*%
-%
1%
-%
*%
-%
*%
1%
1%
1%
1%
153
145
81
217
23
24
28
66
1127
10
21
60
170
205
240
562
1267
NET: Satisfied
72%
81%
69%
79%
77%
58%
74%
89%
81%
99%
74%
77%
80%
88%
79%
80%
81%
b
b
cd
d
abdef
16
5
11
10
2
2
2
4
58
*
3
2
9
6
17
31
68
NET: Dissatisfied
7%
3%
9%
4%
8%
5%
6%
5%
4%
1%
9%
2%
4%
3%
6%
4%
4%
a
a
ce

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Trustworthiness of the provider (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
14
16
2
21
11
16
7
10
22
14
22
3
9
14
26
Very Dissatisfied
1%
1%
1%
1%
2%
1%
2%
1%
1%
2%
2%
1%
3%
2%
2%
c
28
37
6
39
20
33
5
22
39
19
39
11
11
17
42
Fairly Dissatisfied
3%
3%
3%
3%
3%
3%
1%
3%
3%
2%
3%
2%
4%
2%
3%
e
Neither Satisfied Nor
160
166
31
199
105
171
52
105
203
126
200
67
59
95
222
Dissatisfied
15%
14%
13%
14%
16%
14%
14%
15%
14%
14%
14%
14%
22%
12%
14%
ac
425
454
86
554
249
488
144
273
563
340
554
184
86
317
594
Fairly Satisfied
40%
38%
37%
38%
38%
39%
38%
39%
38%
38%
38%
37%
32%
40%
38%
b
442
508
104
629
263
526
166
290
639
384
629
219
108
345
673
Very Satisfied
41%
43%
45%
43%
40%
42%
44%
41%
43%
43%
43%
45%
40%
43%
43%
Don't Know (DO NOT READ
7
12
1
12
6
11
2
4
12
7
10
6
-
6
12
OUT)
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
-%
1%
1%
868
962
190
1183
512
1014
309
563
1202
724
1183
404
195
661
1267
NET: Satisfied
81%
81%
82%
81%
78%
81%
83%
80%
81%
81%
81%
82%
71%
83%
81%
b
b
42
53
8
60
31
50
12
32
61
33
61
14
20
30
68
NET: Dissatisfied
4%
4%
4%
4%
5%
4%
3%
5%
4%
4%
4%
3%
7%
4%
4%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Trustworthiness of the provider (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
18
7
1
4
26
16
-
26
21
26
25
26
21
*
4
26
Very Dissatisfied
2%
3%
1%
1%
2%
2%
-%
2%
2%
2%
2%
2%
2%
1%
2%
2%
27
14
2
9
42
23
-
42
36
42
35
42
30
-
13
42
Fairly Dissatisfied
2%
6%
1%
3%
3%
3%
-%
3%
3%
3%
3%
3%
2%
-%
5%
3%
ac
c
Neither Satisfied Nor
158
41
22
47
217
128
-
218
170
215
192
212
174
4
46
222
Dissatisfied
13%
18%
15%
13%
14%
15%
-%
14%
15%
14%
15%
14%
14%
11%
18%
14%
452
94
48
128
582
353
-
588
443
583
497
580
465
18
117
594
Fairly Satisfied
38%
40%
33%
36%
38%
40%
-%
38%
38%
38%
38%
38%
36%
50%
45%
38%
c
524
79
69
159
654
348
2
671
492
655
556
653
584
14
81
673
Very Satisfied
44%
34%
48%
45%
43%
40%
100%
43%
42%
43%
42%
43%
45%
38%
31%
43%
b
b
a
Don't Know (DO NOT READ
9
*
3
3
12
7
-
12
10
12
12
12
12
-
-
12
OUT)
1%
*%
2%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
b
976
173
116
287
1236
701
2
1260
935
1237
1052
1233
1050
32
198
1267
NET: Satisfied
82%
74%
80%
82%
81%
80%
100%
81%
80%
81%
80%
81%
82%
88%
76%
81%
b
a
45
20
3
13
68
39
-
68
57
68
59
68
51
*
17
68
NET: Dissatisfied
4%
9%
2%
4%
4%
5%
-%
4%
5%
4%
5%
4%
4%
1%
7%
4%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Trustworthiness Of The Provider (Qrm3. How Would You Rate The Performance Of Royal Mail, As A Recipient And Sender, In The Following Areas On A 5 Point Scale Where 1 Is Very Dissatisfied And 5 Is Very Satisfied?) Base: All Respondents Who Use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
8
5
21
17
2
2
24
5
21
18
1
7
26
Very Dissatisfied
-%
2%
*%
5%
14%
*%
2%
2%
1%
2%
1%
1%
4%
2%
b
a
c
-
11
13
30
17
5
5
38
11
31
32
7
4
42
Fairly Dissatisfied
-%
3%
1%
7%
14%
1%
5%
3%
2%
3%
3%
6%
2%
3%
b
a
c
Neither Satisfied Nor
4
57
110
112
31
66
10
211
62
160
167
18
36
222
Dissatisfied
61%
16%
9%
28%
25%
6%
10%
14%
12%
15%
13%
17%
20%
14%
b
a
c
1
126
447
147
35
370
33
561
193
401
478
46
70
594
Fairly Satisfied
9%
36%
38%
37%
28%
36%
32%
38%
38%
38%
38%
44%
37%
38%
2
143
590
83
21
587
52
621
227
446
563
32
68
673
Very Satisfied
30%
41%
50%
21%
17%
57%
51%
42%
45%
42%
44%
31%
37%
43%
a
b
b
Don't Know (DO NOT READ
-
4
10
2
3
8
-
12
5
7
11
*
1
12
OUT)
-%
1%
1%
*%
3%
1%
-%
1%
1%
1%
1%
*%
1%
1%
3
269
1037
230
55
957
85
1183
420
848
1041
77
138
1267
NET: Satisfied
39%
77%
88%
58%
45%
92%
83%
81%
84%
79%
82%
75%
74%
81%
a
b
a
-
19
18
51
34
7
7
61
16
52
50
8
10
68
NET: Dissatisfied
-%
5%
2%
13%
27%
1%
7%
4%
3%
5%
4%
8%
6%
4%
b
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Trustworthiness of the provider (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
9
3
7
7
26
Very Dissatisfied
2%
1%
2%
2%
2%
13
5
12
12
42
Fairly Dissatisfied
3%
1%
3%
3%
3%
Neither Satisfied Nor
52
62
59
49
222
Dissatisfied
14%
16%
15%
13%
14%
123
152
150
169
594
Fairly Satisfied
32%
38%
38%
44%
38%
d
186
168
172
147
673
Very Satisfied
48%
42%
43%
38%
43%
a
Don't Know (DO NOT READ
3
6
-
3
12
OUT)
1%
1%
-%
1%
1%
b
309
320
322
316
1267
NET: Satisfied
80%
81%
81%
82%
81%
22
8
19
20
68
NET: Dissatisfied
6%
2%
5%
5%
4%
c
c
c

Columns Tested: a,b,c,d Amount / level of lost mail (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
41
1
2
2
4
6
5
6
7
1
5
1
6
47
Very Dissatisfied
3%
2%
3%
3%
5%
3%
3%
2%
6%
1%
5%
*%
6%
3%
bd
b
b
85
2
3
4
6
17
6
15
7
7
6
9
13
93
Fairly Dissatisfied
6%
3%
4%
5%
6%
8%
3%
5%
6%
6%
5%
5%
14%
6%
fgjklm
Neither Satisfied Nor
221
14
12
13
11
33
40
48
13
25
16
27
7
261
Dissatisfied
16%
23%
17%
16%
13%
16%
22%
18%
12%
22%
15%
16%
8%
17%
ae
ae
ae
472
19
25
32
37
65
66
88
44
32
49
57
33
549
Fairly Satisfied
35%
31%
35%
38%
43%
32%
36%
32%
41%
28%
45%
33%
34%
35%
d
d
dfl
465
25
28
31
28
70
64
95
37
44
26
71
31
549
Very Satisfied
34%
40%
39%
37%
32%
34%
35%
35%
34%
38%
24%
41%
32%
35%
c
c
c
c
c
Don't Know (DO NOT READ
66
1
2
2
1
13
4
22
1
5
7
7
6
71
OUT)
5%
1%
3%
2%
1%
6%
2%
8%
1%
5%
7%
4%
6%
5%
l
l
egijkl
l
l
937
45
53
63
65
135
130
183
81
75
75
128
64
1098
NET: Satisfied
69%
71%
74%
75%
75%
66%
70%
67%
74%
66%
69%
75%
67%
70%
126
3
5
6
10
24
11
21
14
8
11
10
18
140
NET: Dissatisfied
9%
5%
7%
7%
11%
12%
6%
8%
12%
7%
10%
6%
19%
9%
l
l
bdfgjkl
m

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m Amount / level of lost mail (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                         |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                     | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                      | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8                       | 5         | 3         | 30        | 2      | 45   | 18    | 29    | 2   | *    | *                     | -          | 1          | 45              |
| 47                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 8%                      | 5%        | 1%        | 3%        | 3%     | 3%   | 4%    | 3%    | 3%  | 2%   | 6%                    | -%         | 4%         | 3%              |
| 3%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10                      | 11        | 16        | 56        | 3      | 90   | 30    | 63    | 4   | *    | 1                     | 1          | 2          | 89              |
| 93                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11%                     | 11%       | 6%        | 5%        | 5%     | 6%   | 7%    | 6%    | 6%  | 2%   | 8%                    | 8%         | 6%         | 6%              |
| 6%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25                      | 18        | 53        | 164       | 6      | 255  | 84    | 177   | 12  | 1    | 1                     | 2          | 7          | 249             |
| 261                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26%                     | 18%       | 19%       | 15%       | 10%    | 17%  | 18%   | 16%   | 19% | 14%  | 18%                   | 24%        | 19%        | 17%             |
| 17%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 28                      | 32        | 98        | 391       | 25     | 524  | 140   | 409   | 21  | 1    | 3                     | 3          | 14         | 528             |
| 549                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30%                     | 31%       | 35%       | 36%       | 43%    | 35%  | 31%   | 37%   | 34% | 15%  | 41%                   | 35%        | 36%        | 35%             |
| 35%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       | e         | e         | e         | e      | e    |       |       |     |      |                       |            |            |                 |
| 22                      | 32        | 107       | 389       | 20     | 530  | 170   | 380   | 21  | 5    | 2                     | 3          | 12         | 528             |
| 549                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 23%                     | 31%       | 38%       | 36%       | 34%    | 35%  | 37%   | 34%   | 34% | 59%  | 25%                   | 30%        | 31%        | 35%             |
| 35%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                       | d         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcdf                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                       | 4         | 4         | 61        | 3      | 68   | 13    | 58    | 3   | 1    | *                     | *          | 2          | 68              |
| 71                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                      | 4%        | 1%        | 6%        | 5%     | 4%   | 3%    | 5%    | 5%  | 9%   | 3%                    | 3%         | 4%         | 5%              |
| 5%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                       | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 50                      | 64        | 205       | 780       | 45     | 1053 | 310   | 789   | 42  | 6    | 5                     | 6          | 25         | 1056            |
| 1098                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 53%                     | 62%       | 73%       | 71%       | 77%    | 70%  | 68%   | 71%   | 67% | 74%  | 66%                   | 65%        | 67%        | 70%             |
| 70%                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                      | cd        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 18                      | 16        | 19        | 87        | 4      | 136  | 48    | 92    | 6   | *    | 1                     | 1          | 4          | 134             |
| 140                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 19%                     | 16%       | 7%        | 8%        | 7%     | 9%   | 11%   | 8%    | 9%  | 4%   | 14%                   | 8%         | 10%        | 9%              |
| 9%                      |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                      | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Amount / level of lost mail (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
13
2
9
7
2
2
2
4
36
-
1
3
4
6
8
25
47
Very Dissatisfied
6%
1%
7%
3%
8%
5%
6%
5%
3%
-%
2%
4%
2%
2%
3%
4%
3%
a
a
10
14
4
19
5
8
1
3
76
*
3
8
8
18
27
29
93
Fairly Dissatisfied
5%
8%
4%
7%
16%
19%
4%
4%
5%
3%
11%
11%
4%
7%
9%
4%
6%
abc
abc
ad
ad
ad
Neither Satisfied Nor
37
47
23
61
13
9
9
11
219
-
10
17
56
34
47
96
261
Dissatisfied
17%
26%
20%
22%
43%
21%
23%
15%
16%
-%
36%
22%
26%
15%
15%
14%
17%
b
abcd
abce
a
abc
78
63
40
101
6
14
14
31
484
3
8
34
65
79
119
241
549
Fairly Satisfied
37%
35%
34%
37%
20%
34%
37%
42%
35%
35%
27%
44%
31%
34%
39%
34%
35%
e
df
df
71
48
41
78
4
8
11
21
505
4
7
13
70
92
96
268
549
Very Satisfied
34%
27%
35%
29%
13%
20%
30%
29%
36%
41%
24%
16%
33%
39%
32%
38%
35%
e
de
e
ef
e
bef
Don't Know (DO NOT READ
2
4
*
6
*
-
*
4
66
2
*
2
10
6
8
42
71
OUT)
1%
2%
*%
2%
*%
-%
1%
5%
5%
20%
1%
3%
5%
3%
3%
6%
5%
bc
149
112
81
180
10
22
26
52
988
7
14
47
135
171
215
509
1098
NET: Satisfied
71%
62%
69%
66%
33%
54%
66%
71%
71%
77%
51%
60%
63%
73%
71%
73%
70%
e
e
e
de
def
ef
def
23
16
13
26
7
10
4
7
112
*
4
12
12
23
35
54
140
NET: Dissatisfied
11%
9%
11%
10%
24%
24%
10%
9%
8%
3%
13%
15%
6%
10%
11%
8%
9%
ab
ab
d
ad
d

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Amount / level of lost mail (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
26
37
5
41
25
37
10
22
43
20
43
16
12
16
47
Very Dissatisfied
2%
3%
2%
3%
4%
3%
3%
3%
3%
2%
3%
3%
4%
2%
3%
a
73
70
12
88
40
72
32
47
86
58
86
27
26
40
93
Fairly Dissatisfied
7%
6%
5%
6%
6%
6%
9%
7%
6%
7%
6%
5%
10%
5%
6%
acf
ac
Neither Satisfied Nor
203
207
51
247
122
207
80
131
254
165
252
100
50
110
261
Dissatisfied
19%
17%
22%
17%
19%
17%
21%
19%
17%
18%
17%
20%
18%
14%
17%
b
acf
a
396
420
78
515
257
451
121
258
517
321
507
164
102
278
549
Fairly Satisfied
37%
35%
34%
35%
39%
36%
32%
37%
35%
36%
35%
33%
37%
35%
35%
340
413
77
507
193
431
121
219
522
287
513
168
73
307
549
Very Satisfied
32%
35%
33%
35%
30%
35%
32%
31%
35%
32%
35%
34%
27%
39%
35%
a
d
b
b
Don't Know (DO NOT READ
37
47
7
56
16
47
10
27
57
38
54
17
11
41
71
OUT)
3%
4%
3%
4%
2%
4%
3%
4%
4%
4%
4%
3%
4%
5%
5%
736
833
155
1022
450
882
242
477
1039
609
1020
332
175
585
1098
NET: Satisfied
68%
70%
67%
70%
69%
71%
65%
68%
70%
68%
70%
68%
64%
74%
70%
e
e
e
bc
99
107
17
129
65
109
43
69
128
78
128
43
39
56
140
NET: Dissatisfied
9%
9%
7%
9%
10%
9%
11%
10%
9%
9%
9%
9%
14%
7%
9%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Amount / level of lost mail (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
32
8
6
11
47
32
-
47
37
47
42
47
35
1
11
47
Very Dissatisfied
3%
3%
4%
3%
3%
4%
-%
3%
3%
3%
3%
3%
3%
4%
4%
3%
65
20
8
20
93
58
-
91
71
93
80
93
64
-
30
93
Fairly Dissatisfied
5%
8%
6%
6%
6%
7%
-%
6%
6%
6%
6%
6%
5%
-%
11%
6%
bc
Neither Satisfied Nor
193
45
21
66
255
163
-
259
204
252
229
250
197
11
56
261
Dissatisfied
16%
19%
15%
19%
17%
19%
-%
17%
17%
16%
17%
16%
15%
31%
21%
17%
c
c
425
70
53
122
541
315
-
546
414
542
474
537
443
10
101
549
Fairly Satisfied
36%
30%
37%
35%
35%
36%
-%
35%
35%
35%
36%
35%
34%
29%
39%
35%
412
86
52
117
529
282
2
546
403
530
442
530
488
11
56
549
Very Satisfied
35%
36%
36%
33%
34%
32%
100%
35%
34%
35%
34%
35%
38%
31%
21%
35%
a
Don't Know (DO NOT READ
61
6
4
14
69
24
-
69
44
68
49
68
60
2
8
71
OUT)
5%
3%
2%
4%
5%
3%
-%
4%
4%
4%
4%
4%
5%
5%
3%
5%
a
837
156
105
239
1070
597
2
1092
817
1072
916
1067
930
22
156
1098
NET: Satisfied
70%
66%
73%
68%
70%
68%
100%
70%
70%
70%
70%
70%
72%
60%
60%
70%
a
97
28
15
31
140
90
-
138
108
140
121
140
99
1
40
140
NET: Dissatisfied
8%
12%
10%
9%
9%
10%
-%
9%
9%
9%
9%
9%
8%
4%
15%
9%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Amount / level of lost mail (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very
satisfied?)
Base: All respondents who use Royal Mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
*
14
11
36
24
6
5
41
11
36
31
8
7
47
Very Dissatisfied
2%
4%
1%
9%
19%
1%
5%
3%
2%
3%
2%
8%
4%
3%
b
a
c
2
21
37
57
17
27
6
87
25
68
62
12
18
93
Fairly Dissatisfied
32%
6%
3%
14%
14%
3%
6%
6%
5%
6%
5%
11%
10%
6%
b
a
c
c
Neither Satisfied Nor
3
69
144
117
26
127
19
241
79
182
203
23
30
261
Dissatisfied
39%
20%
12%
30%
21%
12%
19%
16%
16%
17%
16%
23%
16%
17%
b
a
-
127
419
130
40
366
25
524
166
383
447
28
73
549
Fairly Satisfied
-%
36%
36%
33%
32%
35%
24%
36%
33%
36%
35%
27%
39%
35%
b
b
2
113
510
40
10
464
41
508
185
364
459
32
55
549
Very Satisfied
27%
32%
43%
10%
8%
45%
40%
35%
37%
34%
36%
31%
30%
35%
a
b
Don't Know (DO NOT READ
-
4
55
15
6
47
5
66
37
34
67
*
3
71
OUT)
-%
1%
5%
4%
5%
5%
5%
4%
7%
3%
5%
*%
2%
5%
a
ab
2
239
929
170
50
830
66
1032
351
747
906
60
128
1098
NET: Satisfied
27%
69%
79%
43%
41%
80%
65%
70%
70%
70%
71%
58%
69%
70%
a
b
b
2
35
47
93
40
33
12
129
36
104
93
20
25
140
NET: Dissatisfied
34%
10%
4%
23%
33%
3%
11%
9%
7%
10%
7%
19%
13%
9%
b
a
c
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Amount / level of lost mail (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
12
10
14
11
47
Very Dissatisfied
3%
3%
4%
3%
3%
17
27
28
21
93
Fairly Dissatisfied
4%
7%
7%
6%
6%
Neither Satisfied Nor
51
55
80
74
261
Dissatisfied
13%
14%
20%
19%
17%
cd
d
150
138
115
146
549
Fairly Satisfied
39%
35%
29%
38%
35%
b
b
142
134
154
120
549
Very Satisfied
37%
34%
39%
31%
35%
a
Don't Know (DO NOT READ
16
31
9
16
71
OUT)
4%
8%
2%
4%
5%
abd
291
272
269
266
1098
NET: Satisfied
75%
69%
67%
69%
70%
abc
28
37
42
32
140
NET: Dissatisfied
7%
9%
10%
8%
9%
Columns Tested: a,b,c,d

Daily delivery (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
464
92
105
103
35
62
52
86
55
52
39
48
35
764
Unweighted total
657
37
45
43
37
112
82
116
58
53
63
84
53
783
Weighted total
8
-
*
*
-
-
-
4
-
3
-
*
2
9
Very Dissatisfied
1%
-%
1%
1%
-%
-%
-%
3%
-%
5%
-%
*%
4%
1%
l
9
*
1
1
-
-
2
-
1
-
2
2
2
11
Fairly Dissatisfied
1%
1%
2%
2%
-%
-%
2%
-%
2%
-%
3%
3%
3%
1%
Neither Satisfied Nor
135
3
4
2
5
22
14
29
13
14
20
11
6
144
Dissatisfied
20%
8%
10%
6%
14%
19%
18%
25%
23%
27%
31%
13%
11%
18%
jkl
jl
j
jkl
jkl
jkl
abjkl
231
14
15
13
24
42
28
44
20
14
23
20
14
273
Fairly Satisfied
35%
37%
34%
30%
66%
38%
34%
38%
35%
27%
37%
24%
27%
35%
abcdefghj
klm
272
19
24
26
7
46
38
39
23
22
18
50
29
340
Very Satisfied
41%
51%
53%
60%
19%
41%
46%
34%
40%
41%
29%
59%
55%
43%
i
cfi
cfim
cdefhim
i
i
i
i
cfim
cfi
Don't Know (DO NOT READ
2
1
*
*
-
2
-
-
-
-
-
-
-
4
OUT)
*%
3%
*%
1%
-%
2%
-%
-%
-%
-%
-%
-%
-%
*%
m
503
33
39
39
31
88
66
83
43
36
42
70
43
614
NET: Satisfied
77%
88%
87%
90%
86%
79%
80%
72%
75%
68%
66%
84%
82%
78%
cdefm
cdfm
cdefhm
17
*
1
1
-
-
2
4
1
3
2
2
4
21
NET: Dissatisfied
3%
1%
3%
3%
-%
-%
2%
3%
2%
5%
3%
3%
7%
3%
h
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Daily delivery (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

|                         |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                      | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 69                      | 45        | 131                     | 519       | 65     | 699 | 275   | 489   | 144 | 26   | 16                    | 22         | 80         | 620             |
| 764                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                      | 37        | 124                     | 573       | 33     | 750 | 241   | 542   | 24  | 4    | 3                     | 4          | 14         | 758             |
| 783                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                       | 2         | 4                       | 2         | -      | 9   | 2     | 7     | *   | -    | -                     | -          | *          | 9               |
| 9                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                      | 4%        | 3%                      | *%        | -%     | 1%  | 1%    | 1%    | 2%  | -%   | -%                    | -%         | 3%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                       | -         | 2                       | 7         | *      | 11  | 5     | 7     | *   | -    | -                     | -          | *          | 11              |
| 11                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                      | -%        | 2%                      | 1%        | 1%     | 1%  | 2%    | 1%    | 1%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14                      | 6         | 19                      | 105       | 4      | 141 | 40    | 104   | 3   | *    | 1                     | 1          | 1          | 141             |
| 144                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 29%                     | 16%       | 16%                     | 18%       | 11%    | 19% | 17%   | 19%   | 12% | 12%  | 34%                   | 14%        | 8%         | 19%             |
| 18%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 18                      | 19        | 36                      | 200       | 11     | 263 | 66    | 208   | 10  | 1    | 1                     | 1          | 7          | 263             |
| 273                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 38%                     | 51%       | 30%                     | 35%       | 33%    | 35% | 27%   | 38%   | 43% | 29%  | 31%                   | 37%        | 51%        | 35%             |
| 35%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12                      | 10        | 60                      | 258       | 18     | 322 | 127   | 213   | 10  | 2    | 1                     | 2          | 5          | 330             |
| 340                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 26%                     | 27%       | 49%                     | 45%       | 55%    | 43% | 53%   | 39%   | 42% | 59%  | 35%                   | 50%        | 36%        | 44%             |
| 43%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                      | cd        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | *         | 1                       | 2         | -      | 4   | *     | 3     | *   | -    | -                     | -          | *          | 4               |
| 4                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                      | 1%        | 1%                      | *%        | -%     | *%  | *%    | 1%    | *%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 30                      | 29        | 97                      | 457       | 29     | 585 | 193   | 421   | 21  | 4    | 2                     | 3          | 12         | 593             |
| 614                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 63%                     | 78%       | 78%                     | 80%       | 87%    | 78% | 80%   | 78%   | 85% | 88%  | 66%                   | 86%        | 87%        | 78%             |
| 78%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | d         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                       | 2         | 6                       | 9         | *      | 20  | 7     | 14    | 1   | -    | -                     | -          | 1          | 20              |
| 21                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                      | 4%        | 5%                      | 2%        | 1%     | 3%  | 3%    | 3%    | 3%  | -%   | -%                    | -%         | 5%         | 3%              |
| 3%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Daily delivery (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
b
a
*g
*f
e
d
c
b
a
Significance Level: 95%
93
67
53
107
17
22
23
31
671
2
27
51
103
97
115
369
764
Unweighted total
102
64
60
105
9
19
16
28
711
*
8
35
96
105
117
422
783
Weighted total
1
4
-
4
-
2
-
-
8
-
*
-
3
2
4
*
9
Very Dissatisfied
1%
6%
-%
4%
-%
9%
-%
-%
1%
-%
4%
-%
3%
2%
3%
*%
1%
a
a
a
4
-
4
*
-
-
-
2
10
-
-
*
2
1
3
4
11
Fairly Dissatisfied
4%
-%
6%
*%
-%
-%
-%
6%
1%
-%
-%
*%
2%
1%
3%
1%
1%
a
a
Neither Satisfied Nor
15
9
12
12
*
4
5
6
130
*
2
4
20
15
27
76
144
Dissatisfied
14%
14%
19%
12%
3%
21%
29%
20%
18%
50%
29%
12%
21%
14%
23%
18%
18%
42
22
17
46
5
8
8
4
248
-
3
16
34
37
41
143
273
Fairly Satisfied
41%
35%
29%
44%
57%
44%
52%
15%
35%
-%
37%
46%
36%
35%
35%
34%
35%
b
40
29
27
42
4
5
3
17
313
*
2
14
36
50
42
196
340
Very Satisfied
39%
46%
45%
40%
40%
26%
18%
59%
44%
50%
28%
41%
37%
48%
36%
46%
43%
b
Don't Know (DO NOT READ
*
-
*
-
-
-
*
-
4
-
*
*
*
*
-
2
4
OUT)
*%
-%
1%
-%
-%
-%
1%
-%
1%
-%
1%
1%
*%
*%
-%
1%
*%
82
51
44
88
8
13
11
21
560
*
5
30
70
87
83
339
614
NET: Satisfied
80%
80%
74%
84%
97%
70%
70%
74%
79%
50%
66%
86%
73%
83%
71%
80%
78%
b
b
b
5
4
4
5
-
2
-
2
17
-
*
*
5
3
7
5
21
NET: Dissatisfied
5%
6%
6%
5%
-%
9%
-%
6%
2%
-%
4%
*%
6%
3%
6%
1%
3%
a
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

Daily delivery (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
488
561
127
697
312
581
166
330
707
418
694
255
131
374
764
Unweighted total
487
573
107
709
311
596
127
331
724
407
705
249
134
396
783
Weighted total
9
9
2
9
9
9
*
6
9
8
9
3
3
3
9
Very Dissatisfied
2%
2%
2%
1%
3%
2%
*%
2%
1%
2%
1%
1%
2%
1%
1%
8
7
2
9
5
5
3
5
9
7
9
1
6
5
11
Fairly Dissatisfied
2%
1%
2%
1%
1%
1%
2%
2%
1%
2%
1%
*%
4%
1%
1%
ac
Neither Satisfied Nor
85
113
17
130
62
107
16
60
130
79
128
51
20
71
144
Dissatisfied
17%
20%
16%
18%
20%
18%
13%
18%
18%
20%
18%
20%
15%
18%
18%
177
202
37
252
108
216
53
126
259
153
246
90
54
128
273
Fairly Satisfied
36%
35%
35%
36%
35%
36%
41%
38%
36%
38%
35%
36%
40%
32%
35%
208
237
47
304
126
257
55
133
313
158
309
103
51
186
340
Very Satisfied
43%
41%
44%
43%
41%
43%
43%
40%
43%
39%
44%
41%
38%
47%
43%
Don't Know (DO NOT READ
1
4
1
4
1
2
*
2
4
2
4
1
-
3
4
OUT)
*%
1%
1%
1%
*%
*%
*%
*%
1%
*%
1%
*%
-%
1%
*%
384
440
84
557
234
473
107
259
572
311
555
193
105
314
614
NET: Satisfied
79%
77%
79%
79%
75%
79%
84%
78%
79%
77%
79%
78%
78%
79%
78%
b
17
16
4
19
13
15
3
11
19
15
19
4
9
8
21
NET: Dissatisfied
4%
3%
4%
3%
4%
2%
3%
3%
3%
4%
3%
1%
7%
2%
3%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Daily delivery (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
573
114
76
174
751
418
-
759
578
754
644
751
646
14
109
764
Unweighted total
594
120
67
168
771
424
-
777
587
769
650
766
664
14
110
783
Weighted total
6
2
1
6
9
9
-
9
9
9
9
9
8
-
1
9
Very Dissatisfied
1%
1%
2%
3%
1%
2%
-%
1%
2%
1%
1%
1%
1%
-%
1%
1%
b
10
1
-
2
11
9
-
11
11
11
10
11
6
-
5
11
Fairly Dissatisfied
2%
1%
-%
1%
1%
2%
-%
1%
2%
1%
1%
1%
1%
-%
4%
1%
c
Neither Satisfied Nor
110
24
10
29
144
75
-
139
104
139
120
137
120
2
23
144
Dissatisfied
19%
20%
15%
17%
19%
18%
-%
18%
18%
18%
18%
18%
18%
13%
20%
18%
201
56
16
59
271
145
-
273
205
272
233
270
222
5
48
273
Fairly Satisfied
34%
47%
24%
35%
35%
34%
-%
35%
35%
35%
36%
35%
34%
37%
44%
35%
ac
c
262
37
40
71
331
186
-
340
255
334
276
334
303
7
33
340
Very Satisfied
44%
31%
59%
42%
43%
44%
-%
44%
43%
43%
43%
44%
46%
50%
30%
43%
b
bc
a
Don't Know (DO NOT READ
4
-
*
1
4
1
-
4
3
4
2
4
3
-
*
4
OUT)
1%
-%
*%
1%
*%
*%
-%
*%
1%
*%
*%
*%
*%
-%
*%
*%
463
93
56
130
602
331
-
613
460
606
510
604
525
12
81
614
NET: Satisfied
78%
78%
83%
78%
78%
78%
-%
79%
78%
79%
78%
79%
79%
87%
74%
78%
17
3
1
8
21
18
-
21
20
21
19
21
15
-
6
21
NET: Dissatisfied
3%
2%
2%
5%
3%
4%
-%
3%
3%
3%
3%
3%
2%
-%
5%
3%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
Daily delivery (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
2
146
590
174
49
531
63
701
283
481
634
38
81
764
Unweighted total
1
151
602
181
56
536
61
722
298
485
640
46
88
783
Weighted total
-
2
5
5
4
-
-
9
2
7
2
4
3
9
Very Dissatisfied
-%
1%
1%
3%
8%
-%
-%
1%
1%
1%
*%
8%
4%
1%
b
a
c
c
-
4
5
7
8
-
2
9
4
7
9
*
2
11
Fairly Dissatisfied
-%
3%
1%
4%
14%
-%
4%
1%
1%
1%
1%
*%
2%
1%
b
a
Neither Satisfied Nor
-
23
90
55
21
34
8
136
50
94
113
11
18
144
Dissatisfied
-%
15%
15%
30%
38%
6%
13%
19%
17%
19%
18%
24%
21%
18%
b
a
1
56
202
71
15
182
21
253
107
166
232
11
30
273
Fairly Satisfied
100%
37%
34%
39%
27%
34%
34%
35%
36%
34%
36%
25%
34%
35%
-
66
300
40
5
319
28
312
131
209
279
20
35
340
Very Satisfied
-%
44%
50%
22%
8%
60%
46%
43%
44%
43%
44%
43%
40%
43%
a
b
Don't Know (DO NOT READ
-
*
*
3
3
*
2
2
3
1
4
*
-
4
OUT)
-%
*%
*%
2%
6%
*%
3%
*%
1%
*%
1%
*%
-%
*%
b
a
a
1
122
502
111
20
501
49
565
238
376
511
31
64
614
NET: Satisfied
100%
81%
83%
62%
35%
94%
80%
78%
80%
77%
80%
67%
73%
78%
a
b
-
6
9
12
12
-
2
18
7
14
12
4
5
21
NET: Dissatisfied
-%
4%
2%
6%
22%
-%
4%
3%
2%
3%
2%
8%
6%
3%
b
a
c
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Daily delivery (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
375
389
764
Unweighted total
387
396
783
Weighted total
7
3
9
Very Dissatisfied
2%
1%
1%
8
3
11
Fairly Dissatisfied
2%
1%
1%
Neither Satisfied Nor
57
87
144
Dissatisfied
15%
22%
18%
b
131
143
273
Fairly Satisfied
34%
36%
35%
181
159
340
Very Satisfied
47%
40%
43%
Don't Know (DO NOT READ
3
1
4
OUT)
1%
*%
*%
312
302
614
NET: Satisfied
81%
76%
78%
15
6
21
NET: Dissatisfied
4%
1%
3%
a
Columns Tested: a,b

Price of postage (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
464
92
105
103
35
62
52
86
55
52
39
48
35
764
Unweighted total
657
37
45
43
37
112
82
116
58
53
63
84
53
783
Weighted total
106
5
6
5
3
23
9
24
9
9
6
9
14
123
Very Dissatisfied
16%
15%
14%
11%
8%
21%
11%
21%
16%
16%
9%
11%
27%
16%
cij
147
8
6
8
14
29
13
22
10
17
16
17
9
168
Fairly Dissatisfied
22%
21%
12%
19%
39%
26%
16%
19%
17%
31%
26%
21%
18%
22%
k
aefgjklm
k
k
Neither Satisfied Nor
237
13
17
20
12
38
34
37
24
17
31
24
20
287
Dissatisfied
36%
35%
37%
47%
32%
34%
42%
32%
42%
33%
48%
29%
38%
37%
bfm
112
7
9
5
6
11
17
24
9
6
7
25
7
134
Fairly Satisfied
17%
20%
21%
12%
18%
10%
20%
20%
15%
12%
11%
29%
14%
17%
cdhjm
46
3
6
5
1
9
7
7
6
3
2
8
2
60
Very Satisfied
7%
8%
13%
11%
4%
8%
9%
6%
11%
5%
3%
10%
3%
8%
m
Don't Know (DO NOT READ
9
*
1
1
-
2
2
2
-
1
2
-
*
11
OUT)
1%
1%
2%
1%
-%
2%
2%
2%
-%
2%
3%
-%
*%
1%
158
10
15
10
8
20
24
31
15
9
9
33
9
194
NET: Satisfied
24%
28%
34%
23%
22%
18%
29%
27%
26%
17%
14%
39%
17%
25%
cdhm
acdhjm
253
13
12
13
17
52
22
46
19
25
22
26
24
291
NET: Dissatisfied
38%
36%
27%
29%
47%
46%
27%
40%
32%
48%
35%
32%
45%
37%
k
k
gjk
gjk
k
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Price Of Postage (Qrm3. How Would You Rate The Performance Of Royal Mail, As A Recipient And Sender, In The Following Areas On A 5 Point Scale Where 1 Is Very Dissatisfied And 5 Is Very Satisfied?) Base: All Respondents Who Use Royal Mail

|                         |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                      | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 69                      | 45        | 131                     | 519       | 65     | 699 | 275   | 489   | 144 | 26   | 16                    | 22         | 80         | 620             |
| 764                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                      | 37        | 124                     | 573       | 33     | 750 | 241   | 542   | 24  | 4    | 3                     | 4          | 14         | 758             |
| 783                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12                      | 7         | 20                      | 84        | *      | 122 | 41    | 82    | 4   | *    | 1                     | 1          | 2          | 119             |
| 123                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 25%                     | 19%       | 16%                     | 15%       | 1%     | 16% | 17%   | 15%   | 16% | 11%  | 23%                   | 12%        | 18%        | 16%             |
| 16%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                      | 7         | 28                      | 119       | 9      | 160 | 44    | 125   | 5   | 1    | *                     | 1          | 2          | 163             |
| 168                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 30%                     | 18%       | 23%                     | 21%       | 26%    | 21% | 18%   | 23%   | 21% | 22%  | 17%                   | 36%        | 18%        | 22%             |
| 22%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 13                      | 18        | 51                      | 206       | 14     | 273 | 86    | 201   | 10  | 1    | 1                     | 1          | 6          | 278             |
| 287                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 26%                     | 47%       | 41%                     | 36%       | 43%    | 36% | 36%   | 37%   | 39% | 34%  | 33%                   | 35%        | 43%        | 37%             |
| 37%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | d         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                       | *         | 20                      | 105       | 9      | 125 | 52    | 82    | 4   | 1    | 1                     | *          | 2          | 130             |
| 134                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15%                     | 1%        | 17%                     | 18%       | 26%    | 17% | 21%   | 15%   | 17% | 18%  | 20%                   | 8%         | 18%        | 17%             |
| 17%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| c                       | c         | c                       | a         |        |     |       |       |     |      |                       |            |            |                 |
| 2                       | 5         | 4                       | 48        | *      | 60  | 16    | 44    | 1   | *    | *                     | *          | *          | 59              |
| 60                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                      | 14%       | 4%                      | 8%        | 1%     | 8%  | 7%    | 8%    | 5%  | 12%  | 8%                    | 8%         | 2%         | 8%              |
| 8%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bd                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | -         | -                       | 11        | 1      | 10  | 2     | 9     | *   | *    | -                     | -          | *          | 11              |
| 11                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                      | -%        | -%                      | 2%        | 2%     | 1%  | 1%    | 2%    | 1%  | 4%   | -%                    | -%         | 1%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                       | 6         | 25                      | 154       | 9      | 184 | 68    | 125   | 5   | 1    | 1                     | 1          | 3          | 188             |
| 194                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 19%                     | 16%       | 20%                     | 27%       | 28%    | 25% | 28%   | 23%   | 22% | 30%  | 28%                   | 16%        | 20%        | 25%             |
| 25%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 26                      | 14        | 48                      | 203       | 9      | 282 | 84    | 207   | 9   | 1    | 1                     | 2          | 5          | 282             |
| 291                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 55%                     | 37%       | 39%                     | 35%       | 27%    | 38% | 35%   | 38%   | 38% | 33%  | 39%                   | 48%        | 36%        | 37%             |
| 37%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d

## Price Of Postage (Qrm3. How Would You Rate The Performance Of Royal Mail, As A Recipient And Sender, In The Following Areas On A 5 Point Scale Where 1 Is Very Dissatisfied And 5 Is Very Satisfied?) Base: All Respondents Who Use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
b
a
*g
*f
e
d
c
b
a
Significance Level: 95%
93
67
53
107
17
22
23
31
671
2
27
51
103
97
115
369
764
Unweighted total
102
64
60
105
9
19
16
28
711
*
8
35
96
105
117
422
783
Weighted total
12
12
8
16
1
7
1
3
111
*
1
5
19
18
17
63
123
Very Dissatisfied
12%
19%
13%
15%
10%
37%
7%
9%
16%
50%
17%
13%
20%
17%
14%
15%
16%
24
11
15
20
2
6
3
5
152
-
1
7
18
26
27
89
168
Fairly Dissatisfied
23%
18%
26%
19%
20%
31%
22%
18%
21%
-%
17%
21%
19%
24%
23%
21%
22%
Neither Satisfied Nor
38
24
21
41
5
3
7
15
257
-
3
15
40
33
50
146
287
Dissatisfied
37%
38%
35%
39%
62%
17%
45%
53%
36%
-%
40%
42%
42%
31%
43%
35%
37%
17
10
12
16
*
2
4
2
125
-
1
4
12
23
19
75
134
Fairly Satisfied
17%
16%
20%
15%
4%
12%
24%
6%
18%
-%
18%
12%
13%
22%
16%
18%
17%
9
6
4
11
*
1
-
4
55
-
1
4
7
6
4
38
60
Very Satisfied
9%
9%
7%
11%
4%
3%
-%
14%
8%
-%
8%
11%
7%
6%
4%
9%
8%
Don't Know (DO NOT READ
2
-
-
2
-
-
*
-
11
*
-
-
-
-
*
10
11
OUT)
2%
-%
-%
2%
-%
-%
1%
-%
2%
50%
-%
-%
-%
-%
*%
2%
1%
26
16
16
27
1
3
4
6
181
-
2
8
19
29
23
113
194
NET: Satisfied
26%
26%
26%
25%
8%
15%
24%
20%
25%
-%
26%
23%
20%
27%
20%
27%
25%
36
23
24
36
3
13
5
8
263
*
3
12
37
44
43
152
291
NET: Dissatisfied
35%
37%
39%
34%
31%
68%
30%
27%
37%
50%
35%
34%
38%
42%
37%
36%
37%

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Price Of Postage (Qrm3. How Would You Rate The Performance Of Royal Mail, As A Recipient And Sender, In The Following Areas On A 5 Point Scale Where 1 Is Very Dissatisfied And 5 Is Very Satisfied?) Base: All Respondents Who Use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
488
561
127
697
312
581
166
330
707
418
694
255
131
374
764
Unweighted total
487
573
107
709
311
596
127
331
724
407
705
249
134
396
783
Weighted total
79
88
10
115
41
90
30
44
115
58
109
44
23
54
123
Very Dissatisfied
16%
15%
9%
16%
13%
15%
23%
13%
16%
14%
15%
18%
17%
14%
16%
c
abcdf
127
112
30
150
79
133
22
81
155
95
150
57
28
82
168
Fairly Dissatisfied
26%
20%
28%
21%
25%
22%
17%
25%
21%
23%
21%
23%
21%
21%
22%
a
Neither Satisfied Nor
176
229
34
270
123
227
46
136
274
163
268
97
54
136
287
Dissatisfied
36%
40%
31%
38%
39%
38%
36%
41%
38%
40%
38%
39%
40%
34%
37%
77
99
21
118
48
99
23
46
124
68
124
33
26
74
134
Fairly Satisfied
16%
17%
19%
17%
15%
17%
18%
14%
17%
17%
18%
13%
19%
19%
17%
26
40
12
52
20
42
6
23
52
23
50
17
4
39
60
Very Satisfied
5%
7%
12%
7%
6%
7%
5%
7%
7%
6%
7%
7%
3%
10%
8%
b
Don't Know (DO NOT READ
1
4
*
5
*
5
1
*
5
1
5
1
*
10
11
OUT)
*%
1%
*%
1%
*%
1%
*%
*%
1%
*%
1%
*%
*%
3%
1%
c
104
140
33
169
68
141
29
69
175
91
174
50
29
113
194
NET: Satisfied
21%
24%
31%
24%
22%
24%
23%
21%
24%
22%
25%
20%
22%
29%
25%
a
c
207
200
40
265
120
223
51
125
270
153
259
101
51
136
291
NET: Dissatisfied
42%
35%
37%
37%
39%
37%
40%
38%
37%
38%
37%
41%
38%
34%
37%
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Price of postage (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
573
114
76
174
751
418
-
759
578
754
644
751
646
14
109
764
Unweighted total
594
120
67
168
771
424
-
777
587
769
650
766
664
14
110
783
Weighted total
86
30
6
22
122
61
-
119
96
122
96
122
93
-
29
123
Very Dissatisfied
14%
25%
9%
13%
16%
14%
-%
15%
16%
16%
15%
16%
14%
-%
27%
16%
ac
c
120
31
17
36
167
92
-
166
121
165
140
162
126
6
40
168
Fairly Dissatisfied
20%
26%
25%
22%
22%
22%
-%
21%
21%
21%
22%
21%
19%
43%
36%
22%
c
Neither Satisfied Nor
210
42
34
59
284
157
-
287
224
283
250
283
257
5
28
287
Dissatisfied
35%
35%
50%
35%
37%
37%
-%
37%
38%
37%
39%
37%
39%
34%
25%
37%
bc
a
117
12
4
29
133
75
-
134
95
132
115
132
121
3
10
134
Fairly Satisfied
20%
10%
5%
17%
17%
18%
-%
17%
16%
17%
18%
17%
18%
23%
9%
17%
ab
a
50
3
7
19
56
35
-
60
44
56
42
56
56
-
4
60
Very Satisfied
8%
3%
11%
12%
7%
8%
-%
8%
8%
7%
6%
7%
8%
-%
4%
8%
b
b
Don't Know (DO NOT READ
10
*
-
2
9
4
-
11
7
11
8
11
11
*
*
11
OUT)
2%
*%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
2%
1%
*%
1%
167
16
11
49
189
110
-
194
139
188
156
188
177
3
14
194
NET: Satisfied
28%
13%
16%
29%
25%
26%
-%
25%
24%
24%
24%
25%
27%
23%
12%
25%
ab
a
206
62
23
58
288
153
-
285
217
287
235
284
219
6
69
291
NET: Dissatisfied
35%
52%
34%
35%
37%
36%
-%
37%
37%
37%
36%
37%
33%
43%
63%
37%
ac
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Price Of Postage (Qrm3. How Would You Rate The Performance Of Royal Mail, As A Recipient And Sender, In The Following Areas On A 5 Point Scale Where 1 Is Very Dissatisfied And 5 Is Very Satisfied?) Base: All Respondents Who Use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
2
146
590
174
49
531
63
701
283
481
634
38
81
764
Unweighted total
1
151
602
181
56
536
61
722
298
485
640
46
88
783
Weighted total
-
20
80
42
29
42
12
110
42
80
108
9
6
123
Very Dissatisfied
-%
13%
13%
23%
52%
8%
20%
15%
14%
17%
17%
19%
7%
16%
b
a
a
a
-
34
112
56
12
95
7
161
50
118
132
10
26
168
Fairly Dissatisfied
-%
23%
19%
31%
21%
18%
11%
22%
17%
24%
21%
23%
29%
22%
b
b
b
Neither Satisfied Nor
1
57
226
61
12
211
19
269
100
187
234
14
33
287
Dissatisfied
100%
38%
38%
34%
21%
39%
30%
37%
33%
39%
37%
31%
38%
37%
b
-
24
116
18
3
121
12
122
60
73
110
5
16
134
Fairly Satisfied
-%
16%
19%
10%
5%
23%
19%
17%
20%
15%
17%
11%
18%
17%
a
b
-
15
56
4
*
57
11
49
39
21
47
8
5
60
Very Satisfied
-%
10%
9%
2%
1%
11%
18%
7%
13%
4%
7%
17%
6%
8%
a
b
a
a
c
Don't Know (DO NOT READ
-
2
11
-
-
11
*
10
6
5
8
*
2
11
OUT)
-%
1%
2%
-%
-%
2%
1%
1%
2%
1%
1%
*%
2%
1%
-
39
172
22
3
178
23
171
100
94
157
13
21
194
NET: Satisfied
-%
26%
29%
12%
6%
33%
37%
24%
34%
19%
25%
28%
24%
25%
a
b
a
a
-
54
192
99
40
136
19
272
92
199
240
19
31
291
NET: Dissatisfied
-%
36%
32%
55%
73%
25%
32%
38%
31%
41%
38%
41%
36%
37%
b
a
b

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Price of postage (QRM3. How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
375
389
764
Unweighted total
387
396
783
Weighted total
56
66
123
Very Dissatisfied
15%
17%
16%
78
90
168
Fairly Dissatisfied
20%
23%
22%
Neither Satisfied Nor
142
145
287
Dissatisfied
37%
37%
37%
74
60
134
Fairly Satisfied
19%
15%
17%
34
26
60
Very Satisfied
9%
7%
8%
Don't Know (DO NOT READ
3
8
11
OUT)
1%
2%
1%
107
86
194
NET: Satisfied
28%
22%
25%
134
156
291
NET: Dissatisfied
35%
40%
37%
Columns Tested: a,b

## Qrm3. Summary. How Would You Rate The Performance Of Royal Mail As A Recipient And Sender In The Following Areas? Base: All Respondents Who Use Royal Mail

Areas
Price
Daily
Amount
Trustworthiness
Account
Latest
Availability
Collection
Time of
Delivery
Delivery
of
delivery
/
of the provider
management
collection
of a daily
reliability
collection
consistency /
time
postage
level
(if
time
collection
reliability
(when you
of
applicable)
(e.g. arrives
receive
lost
as promised
your mail
mail
consistently)
delivery)
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
764
764
1566
1566
1566
1566
1566
1566
1566
1566
1566
Unweighted total
783
783
1570
1570
1570
1570
1570
1570
1570
1570
1570
Weighted total
123
9
47
26
3
30
16
5
31
61
126
Very Dissatisfied
16%
1%
3%
2%
*%
2%
1%
*%
2%
4%
8%
dgabcdefg
dgdefghj
deg
dg
deg
cdefghj
bcdefghij
hij
168
11
93
42
2
98
34
14
67
138
230
Fairly Dissatisfied
22%
1%
6%
3%
*%
6%
2%
1%
4%
9%
15%
gabcdefg
dgcdeghj
cdeghj
dg
g
deghj
cdefghij
bcdefghij
hij
Neither Satisfied Nor
287
144
261
222
7
216
137
129
175
340
377
Dissatisfied
37%
18%
17%
14%
*%
14%
9%
8%
11%
22%
24%
cdefghabcdefg
cdefg
cdeg
cdeg
g
g
deg
cdefghi
cdefghij
hij
134
273
549
594
8
469
467
493
468
582
455
Fairly Satisfied
17%
35%
35%
38%
*%
30%
30%
31%
30%
37%
29%
g
acefgk
acdefgkacdefg
gk
gk
gk
gk
acdefgk
gk
k
60
340
549
673
28
531
699
614
554
427
369
Very Satisfied
8%
43%
35%
43%
2%
34%
45%
39%
35%
27%
24%
g
abgkabcdfgik
abcdfgik
abgk
abcdfgik
abcfgik
abgk
agk
gk
Don't Know (DO NOT READ
11
4
71
12
1522
226
216
314
275
20
11
OUT)
1%
*%
5%
1%
97%
14%
14%
20%
18%
1%
1%
abhjk
abcdefhijk
abhijk
abhijk
abefhijk
abefhijk
194
614
1098
1267
35
1000
1167
1107
1022
1010
825
NET: Satisfied
25%
78%
70%
81%
2%
64%
74%
71%
65%
64%
53%
g
abcdefgi
abcdefgikabcfgk
agk
abcdfgik
abcfgk
agk
agk
gk
k
291
21
140
68
5
128
50
19
98
200
357
NET: Dissatisfied
37%
3%
9%
4%
*%
8%
3%
1%
6%
13%
23%
dgabcdefg
dgjcdeghj
cdeghj
dg
g
deghj
cdefghij
bcdefghij
hij

Columns Tested: a,b,c,d,e,f,g,h,i,j,k

## Qrm4. Have You Experienced Any Problems With Your Service From Royal Mail (As A Sender Or Recipient Of Mail) In The Last 6 Months? Base: All Respondents Who Use Royal Mail Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total
1002
51
57
65
55
156
126
218
86
94
77
120
70
1175
No Problems
74%
81%
78%
77%
63%
76%
68%
80%
78%
82%
70%
70%
73%
75%
i
bcgim
gi
i
i
gi
i
bcgi
Amount / level of lost
145
2
8
6
15
22
15
22
9
12
18
18
14
162
mail
11%
4%
11%
7%
17%
11%
8%
8%
9%
11%
16%
10%
15%
10%
l
l
fgjl
l
l
fjl
l
l
Lost or late delivery of
62
4
4
3
1
9
13
10
3
1
5
14
7
73
sent mail
5%
6%
5%
3%
2%
4%
7%
4%
2%
1%
5%
8%
8%
5%
d
d
d
d
d
d
Delivery time (when you receive your mail
54
3
1
5
3
5
4
11
7
*
9
9
5
63
delivery)
4%
5%
2%
5%
3%
2%
2%
4%
6%
*%
9%
6%
6%
4%
d
d
dk
d
dk
dghk
d
d
Wrong mail delivered / our mail delivered
44
*
2
3
3
7
13
6
3
3
*
8
2
49
elsewhere
3%
*%
2%
4%
3%
3%
7%
2%
3%
3%
*%
5%
2%
3%
l
l
l
l
cfklm
l
Delivery consistency / reliability (e.g. arrives as promised
39
2
1
3
7
2
6
7
5
1
2
7
2
45
consistently)
3%
3%
1%
4%
8%
1%
3%
3%
5%
1%
2%
4%
2%
3%
dhkm
29
2
*
1
1
6
5
4
1
1
4
5
2
32
Damaged mail / goods
2%
2%
1%
1%
1%
3%
3%
1%
1%
1%
3%
3%
2%
2%
Wrong postage / shortfall on incoming
14
*
1
2
4
2
2
-
1
-
-
2
2
17
mail - having to pay
1%
*%
1%
2%
4%
1%
1%
-%
1%
-%
-%
1%
2%
1%
f
dflm
Trustworthiness of the
14
1
1
1
3
-
4
2
*
1
2
2
-
17
provider
1%
1%
2%
1%
3%
-%
2%
1%
*%
1%
2%
1%
-%
1%
Accessibility of the sorting office / opening
7
-
*
-
1
-
2
4
-
-
*
*
-
8
hours
1%
-%
1%
-%
1%
-%
1%
1%
-%
-%
*%
*%
-%
*%
5
*
1
*
-
2
*
-
-
*
*
2
-
6
Collection reliability
*%
*%
1%
*%
-%
1%
*%
-%
-%
*%
*%
1%
-%
*%
5
*
-
-
1
-
2
-
-
-
2
-
-
5
Time of collection
*%
*%
-%
-%
1%
-%
1%
-%
-%
-%
2%
-%
-%
*%
2
-
*
-
-
-
-
-
-
-
2
-
-
2
Latest collection time
*%
-%
1%
-%
-%
-%
-%
-%
-%
-%
2%
-%
-%
*%
m
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
998
171
188
209
85
115
129
198
109
117
76
103
66
1566
Unweighted total
1350
62
73
84
87
204
185
274
109
114
110
172
95
1570
Weighted total Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
2
-
-
-
-
-
*
-
-
-
-
-
2
2
Stamp online system
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
2%
*%
jm
*
-
-
-
-
-
-
-
*
-
-
-
-
*
Don't know / na
*%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
*%
45
1
2
4
6
2
13
6
4
3
4
4
4
52
Other
3%
2%
3%
5%
7%
1%
7%
2%
4%
2%
3%
2%
4%
3%
fhl
fhlm
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                                               | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 49                                                | 70        | 205       | 850       | 39     | 1136 | 357   | 817   | 45  | 6    | 5                     | 7          | 27         | 1130            |
| 1175                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| No Problems                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 52%                                               | 69%       | 73%       | 78%       | 67%    | 75%  | 79%   | 73%   | 72% | 80%  | 68%                   | 72%        | 71%        | 75%             |
| 75%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Amount / level of lost                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 21                                                | 19        | 31        | 91        | 10     | 152  | 36    | 126   | 5   | *    | 1                     | 1          | 3          | 157             |
| 162                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| mail                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 22%                                               | 18%       | 11%       | 8%        | 17%    | 10%  | 8%    | 11%   | 8%  | 4%   | 8%                    | 10%        | 9%         | 10%             |
| 10%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Lost or late delivery of                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10                                                | 2         | 12        | 49        | 1      | 72   | 19    | 54    | 4   | *    | 1                     | *          | 3          | 69              |
| 73                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| sent mail                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11%                                               | 2%        | 4%        | 4%        | 1%     | 5%   | 4%    | 5%    | 6%  | 2%   | 11%                   | 3%         | 7%         | 5%              |
| 5%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Delivery time (when you                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| receive your mail                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 11        | 16        | 32        | 7      | 56   | 19    | 44    | 5   | *    | 1                     | 1          | 3          | 58              |
| 63                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| delivery)                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 11%       | 6%        | 3%        | 11%    | 4%   | 4%    | 4%    | 7%  | 4%   | 9%                    | 11%        | 7%         | 4%              |
| 4%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      |      |       |       |     |      |                       |            |            |                 |
| Wrong mail delivered /                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| our mail delivered                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 11        | 34        | 1      | 48   | 11    | 38    | 2   | *    | *                     | *          | 1          | 47              |
| 49                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| elsewhere                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 1%        | 4%        | 3%        | 1%     | 3%   | 2%    | 3%    | 3%  | 3%   | 5%                    | 1%         | 3%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Delivery consistency /                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| reliability (e.g.                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| arrives as promised                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7                                                 | 5         | 10        | 23        | *      | 45   | 18    | 27    | 1   | -    | 1                     | *          | 1          | 44              |
| 45                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| consistently)                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 5%        | 4%        | 2%        | *%     | 3%   | 4%    | 2%    | 2%  | -%   | 9%                    | 1%         | 1%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abef                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 4         | 26        | *      | 32   | 12    | 20    | 1   | *    | *                     | *          | -          | 32              |
| 32                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Damaged mail / goods                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 2%        | 1%        | 2%        | *%     | 2%   | 3%    | 2%    | 1%  | 2%   | 2%                    | 5%         | -%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | b         | b         |           |        |      |       |       |     |      |                       |            |            |                 |
| Wrong postage /                                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| shortfall on incoming                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 1         | 13        | 1      | 16   | 4     | 13    | 1   | -    | *                     | *          | 1          | 16              |
| 17                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| mail - having to pay                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 1%        | 1%        | 1%        | 2%     | 1%   | 1%    | 1%    | 2%  | -%   | 2%                    | 3%         | 2%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Trustworthiness of the                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 2         | 14        | *      | 16   | 4     | 12    | 1   | *    | -                     | 1          | 1          | 15              |
| 17                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| provider                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | 1%        | 1%        | 1%     | 1%   | 1%    | 1%    | 2%  | 2%   | -%                    | 6%         | 2%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Accessibility of the                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| sorting office / opening                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 2         | 6         | *      | 7    | 2     | 6     | 1   | -    | -                     | *          | *          | 7               |
| 8                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| hours                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | 1%        | 1%        | 1%     | *%   | *%    | 1%    | 1%  | -%   | -%                    | 1%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | *         | 5         | -      | 6    | 3     | 3     | 1   | -    | *                     | -          | *          | 5               |
| 6                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Collection reliability                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | *%        | *%        | -%     | *%   | 1%    | *%    | 1%  | -%   | 4%                    | -%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 1         | -         | *      | 5    | -     | 5     | *   | -    | -                     | -          | *          | 5               |
| 5                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Time of collection                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 2%        | *%        | -%        | *%     | *%   | -%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | -         | *         | -      | 2    | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Latest collection time                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | -%        | *%        | -%     | *%   | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 149                                               | 123       | 302       | 992       | 120    | 1446 | 494   | 1072  | 383 | 49   | 42                    | 55         | 237        | 1183            |
| 1566                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 102       | 281       | 1092      | 58     | 1511 | 455   | 1115  | 62  | 8    | 7                     | 10         | 38         | 1507            |
| 1570                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Availability of a daily                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| collection                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Account management (if                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -    | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| applicable)                                       |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%   | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Problems with the Smart                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 2         | *      | 2    | 2     | *     | *   | -    | -                     | -          | *          | 2               |
| 2                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Stamp online system                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | *%        | *%     | *%   | *%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -         | -         | -      | *    | -     | *     | *   | -    | *                     | -          | -          | -               |
| *                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know / na                                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%        | -%        | -%     | *%   | -%    | *%    | *%  | -%   | 3%                    | -%         | -%         | -%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                                                 | 5         | 15        | 27        | *      | 52   | 7     | 46    | 2   | 1    | *                     | *          | 1          | 51              |
| 52                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 5%        | 5%        | 2%        | *%     | 3%   | 1%    | 4%    | 3%  | 6%   | 2%                    | 3%         | 2%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | b         |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qrm4. Have You Experienced Any Problems With Your Service From Royal Mail (As A Sender Or Recipient Of Mail) In The Last 6 Months? Base: All Respondents Who Use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total
139
116
76
179
12
21
25
46
1070
7
16
49
147
178
218
560
1175
No Problems
66%
65%
65%
65%
40%
51%
65%
63%
77%
72%
57%
62%
69%
76%
71%
80%
75%
e
e
bcde
ef
f
bdef
Amount / level of lost
28
27
13
43
8
8
7
9
130
1
4
10
32
32
28
55
162
mail
13%
15%
11%
16%
27%
20%
18%
12%
9%
6%
14%
13%
15%
14%
9%
8%
10%
ab
a
ab
a
Lost or late delivery of
18
7
7
18
7
2
1
5
57
*
3
6
12
11
21
19
73
sent mail
8%
4%
6%
6%
25%
5%
3%
7%
4%
3%
11%
8%
6%
5%
7%
3%
5%
abcd
ac
a
a
a
Delivery time (when you receive your mail
16
11
12
15
*
5
2
4
51
1
2
5
13
12
14
17
63
delivery)
8%
6%
10%
6%
1%
13%
5%
6%
4%
6%
6%
6%
6%
5%
4%
2%
4%
ae
a
a
a
Wrong mail delivered / our mail delivered
8
10
6
12
*
2
*
2
45
*
*
4
8
6
8
22
49
elsewhere
4%
6%
5%
4%
1%
5%
*%
2%
3%
1%
1%
5%
4%
2%
3%
3%
3%
Delivery consistency / reliability (e.g. arrives as promised
8
10
5
13
*
5
2
4
33
2
1
1
10
5
10
14
45
consistently)
4%
5%
4%
5%
2%
13%
6%
5%
2%
22%
5%
2%
5%
2%
3%
2%
3%
ae
a
1
6
3
5
1
-
*
-
32
-
*
2
4
3
8
15
32
Damaged mail / goods
1%
4%
2%
2%
2%
-%
1%
-%
2%
-%
1%
3%
2%
1%
3%
2%
2%
b
Wrong postage / shortfall on incoming
5
1
5
1
-
2
2
*
13
-
1
*
1
-
11
4
17
mail - having to pay
2%
*%
4%
*%
-%
5%
5%
*%
1%
-%
2%
*%
*%
-%
4%
1%
1%
a
a
a
c
acd
Trustworthiness of the
1
1
*
2
-
-
*
2
14
*
-
*
2
2
4
9
17
provider
*%
1%
*%
1%
-%
-%
1%
2%
1%
1%
-%
*%
1%
1%
1%
1%
1%
Accessibility of the sorting office / opening
*
3
-
4
*
-
*
-
7
-
*
*
1
2
-
4
8
hours
*%
2%
-%
1%
2%
-%
*%
-%
1%
-%
1%
*%
1%
1%
-%
1%
*%
3
*
2
1
*
*
-
1
5
*
*
*
*
-
2
3
6
Collection reliability
1%
*%
2%
*%
*%
*%
-%
1%
*%
1%
2%
*%
*%
-%
1%
*%
*%
2
-
2
-
-
-
-
-
5
-
-
*
2
1
-
2
5
Time of collection
1%
-%
2%
-%
-%
-%
-%
-%
*%
-%
-%
*%
1%
1%
-%
*%
*%
a
-
-
-
-
-
-
-
2
-
2
-
-
*
-
-
-
2
Latest collection time

                                                                                                                                                                                                                                                                        *%         -%         -%         -%      *%      -%        -%    18%         -%         3%         -%      -%         -%         -%          -%         -%          -%
                                                                                                                                                                                                                     a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
Produced by OLR
OFC1885
Issue date: 03/07/13

## Qrm4. Have You Experienced Any Problems With Your Service From Royal Mail (As A Sender Or Recipient Of Mail) In The Last 6 Months? Base: All Respondents Who Use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
204
197
109
291
40
49
51
90
1336
13
77
118
242
217
297
602
1566
Unweighted total
211
179
117
274
29
41
39
74
1387
10
28
78
213
234
305
701
1570
Weighted total Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
-
-
-
-
-
-
-
-
2
-
-
-
-
2
*
-
2
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
1%
*%
-%
*%
a
*
-
-
*
-
*
-
-
-
-
*
-
-
-
-
-
*
Don't know / na
*%
-%
-%
*%
-%
*%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
a
a
8
9
8
9
4
*
2
5
41
2
4
2
14
1
11
19
52
Other
4%
5%
7%
3%
13%
1%
6%
7%
3%
20%
14%
3%
7%
*%
4%
3%
3%
ad
a
abcde
c
ac
c
c
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total
783
892
161
1087
455
922
267
490
1108
647
1091
353
188
623
1175
No Problems
73%
75%
70%
75%
70%
74%
71%
70%
75%
73%
75%
72%
69%
79%
75%
a
d
d
d
bc
Amount / level of lost
118
129
37
158
93
138
55
100
156
108
153
62
40
61
162
mail
11%
11%
16%
11%
14%
11%
15%
14%
11%
12%
11%
13%
14%
8%
10%
b
b
acf
acf
a
a
Lost or late delivery of
61
57
11
69
42
58
24
43
67
50
66
31
20
22
73
sent mail
6%
5%
5%
5%
6%
5%
6%
6%
5%
6%
5%
6%
7%
3%
5%
a
a
Delivery time (when you receive your mail
44
46
8
56
32
54
22
41
59
38
57
19
17
26
63
delivery)
4%
4%
3%
4%
5%
4%
6%
6%
4%
4%
4%
4%
6%
3%
4%
a
Wrong mail delivered / our mail delivered
32
36
4
43
17
35
12
19
43
25
43
17
4
28
49
elsewhere
3%
3%
2%
3%
3%
3%
3%
3%
3%
3%
3%
3%
2%
4%
3%
Delivery consistency / reliability (e.g.
arrives as promised
29
30
5
40
24
38
12
23
42
25
42
14
10
20
45
consistently)
3%
3%
2%
3%
4%
3%
3%
3%
3%
3%
3%
3%
4%
2%
3%
28
30
5
32
8
28
8
9
32
21
32
14
3
15
32
Damaged mail / goods
3%
2%
2%
2%
1%
2%
2%
1%
2%
2%
2%
3%
1%
2%
2%
Wrong postage / shortfall on incoming
13
13
5
15
9
12
4
9
16
13
16
6
2
9
17
mail - having to pay
1%
1%
2%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
Trustworthiness of the
16
11
1
17
7
11
4
7
14
4
14
1
6
10
17
provider
1%
1%
*%
1%
1%
1%
1%
1%
1%
*%
1%
*%
2%
1%
1%
c
c
Accessibility of the sorting office / opening
8
8
2
8
4
7
1
4
8
4
8
2
2
4
8
hours
1%
1%
1%
1%
1%
1%
*%
1%
1%
*%
1%
*%
1%
1%
*%
4
4
1
4
3
6
1
3
6
3
6
*
3
3
6
Collection reliability
*%
*%
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
1%
*%
*%
c
5
5
-
5
2
3
2
2
5
5
5
*
3
2
5
Time of collection
*%
*%
-%
*%
*%
*%
1%
*%
*%
1%
*%
*%
1%
*%
*%
c
2
*
-
2
2
2
2
2
2
2
2
2
-
*
2
Latest collection time
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
292
1460
684
1238
444
744
1479
941
1459
509
291
757
1566
Unweighted total
1076
1193
230
1455
653
1245
375
704
1478
890
1455
492
274
792
1570
Weighted total Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
2
2
-
2
-
2
2
-
2
2
2
-
2
-
2
Stamp online system
*%
*%
-%
*%
-%
*%
*%
-%
*%
*%
*%
-%
1%
-%
*%
a
*
*
-
*
*
-
-
*
*
*
*
*
-
-
*
Don't know / na
*%
*%
-%
*%
*%
-%
-%
*%
*%
*%
*%
*%
-%
-%
*%
43
39
11
48
25
40
18
28
50
32
48
15
10
28
52
Other
4%
3%
5%
3%
4%
3%
5%
4%
3%
4%
3%
3%
4%
3%
3%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qrm4. Have You Experienced Any Problems With Your Service From Royal Mail (As A Sender Or Recipient Of Mail) In The Last 6 Months? Base: All Respondents Who Use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
930
152
90
249
1146
622
2
1167
842
1147
968
1143
984
25
175
1175
No Problems
78%
65%
62%
71%
75%
71%
100%
75%
72%
75%
74%
75%
76%
71%
67%
75%
ab
a
a
Amount / level of lost
109
30
24
45
160
112
-
158
138
158
141
158
117
5
39
162
mail
9%
13%
16%
13%
10%
13%
-%
10%
12%
10%
11%
10%
9%
15%
15%
10%
c
c
Lost or late delivery of
45
10
17
20
73
49
-
73
67
73
66
71
56
3
16
73
sent mail
4%
4%
12%
6%
5%
6%
-%
5%
6%
5%
5%
5%
4%
8%
6%
5%
bc
Delivery time (when you receive your mail
36
24
3
10
61
34
-
63
52
61
52
61
41
-
22
63
delivery)
3%
10%
2%
3%
4%
4%
-%
4%
4%
4%
4%
4%
3%
-%
8%
4%
ac
c
Wrong mail delivered / our mail delivered
38
6
5
11
49
25
-
49
38
49
42
49
42
*
6
49
elsewhere
3%
3%
3%
3%
3%
3%
-%
3%
3%
3%
3%
3%
3%
1%
2%
3%
Delivery consistency / reliability (e.g.
arrives as promised
31
12
3
16
45
27
-
45
38
45
42
45
41
-
4
45
consistently)
3%
5%
2%
5%
3%
3%
-%
3%
3%
3%
3%
3%
3%
-%
2%
3%
c
27
6
*
3
32
23
-
32
32
32
31
32
20
*
12
32
Damaged mail / goods
2%
2%
*%
1%
2%
3%
-%
2%
3%
2%
2%
2%
2%
1%
5%
2%
c
c
Wrong postage / shortfall on incoming
13
4
*
5
17
11
-
17
14
17
12
17
14
-
3
17
mail - having to pay
1%
2%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
Trustworthiness of the
13
1
2
3
15
12
-
17
13
15
13
15
14
-
2
17
provider
1%
*%
2%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
Accessibility of the sorting office / opening
2
6
-
2
8
6
-
8
8
8
8
8
8
-
-
8
hours
*%
2%
-%
1%
1%
1%
-%
*%
1%
1%
1%
1%
1%
-%
-%
*%
c
3
2
*
*
4
3
-
6
3
4
4
4
4
-
2
6
Collection reliability
*%
1%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
1
4
*
*
5
3
-
5
5
5
5
5
2
-
3
5
Time of collection
*%
2%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
c
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qrm4. Have You Experienced Any Problems With Your Service From Royal Mail (As A Sender Or Recipient Of Mail) In The Last 6 Months? Base: All Respondents Who Use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1172
238
154
399
1534
903
1
1558
1197
1539
1345
1533
1269
35
276
1566
Unweighted total
1188
235
145
351
1533
875
2
1558
1173
1532
1315
1526
1287
36
261
1570
Weighted total
2
-
-
-
2
2
-
2
2
2
2
2
2
-
-
2
Latest collection time
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
2
-
-
-
2
2
-
2
2
2
2
2
*
2
2
2
Stamp online system
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
5%
1%
*%
ac
c
*
-
-
-
*
*
-
*
*
*
*
*
*
-
-
*
Don't know / na
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
36
7
10
15
52
38
-
52
39
52
50
52
43
1
10
52
Other
3%
3%
7%
4%
3%
4%
-%
3%
3%
3%
4%
3%
3%
4%
4%
3%
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
2
230
1175
-
43
871
85
1089
394
780
991
64
109
1175
No Problems
30%
66%
100%
-%
35%
84%
83%
74%
78%
73%
78%
62%
58%
75%
a
b
a
a
ab
Amount / level of lost
2
51
-
162
34
58
7
155
41
121
117
16
29
162
mail
31%
15%
-%
41%
28%
6%
7%
11%
8%
11%
9%
15%
16%
10%
b
a
c
Lost or late delivery of
-
21
-
73
18
28
5
68
22
51
51
9
13
73
sent mail
-%
6%
-%
18%
15%
3%
5%
5%
4%
5%
4%
9%
7%
5%
b
a
c
Delivery time (when you receive your mail
2
24
-
63
22
14
1
62
6
57
46
1
16
63
delivery)
27%
7%
-%
16%
18%
1%
1%
4%
1%
5%
4%
1%
8%
4%
b
a
b
bc
Wrong mail delivered / our mail delivered
-
18
-
49
10
21
3
46
13
36
35
1
12
49
elsewhere
-%
5%
-%
12%
8%
2%
3%
3%
3%
3%
3%
1%
7%
3%
b
a
bc
Delivery consistency / reliability (e.g. arrives as promised
-
16
-
45
15
18
1
44
10
35
31
5
9
45
consistently)
-%
4%
-%
11%
12%
2%
1%
3%
2%
3%
2%
5%
5%
3%
b
a
4
4
-
32
7
20
2
31
11
21
21
4
8
32
Damaged mail / goods
59%
1%
-%
8%
6%
2%
2%
2%
2%
2%
2%
3%
4%
2%
b
a
c
Wrong postage / shortfall on incoming
*
5
-
17
3
12
-
17
7
10
12
2
3
17
mail - having to pay
7%
1%
-%
4%
2%
1%
-%
1%
1%
1%
1%
2%
2%
1%
b
Trustworthiness of the
-
2
-
17
3
5
2
15
6
10
11
2
4
17
provider
-%
1%
-%
4%
3%
1%
2%
1%
1%
1%
1%
2%
2%
1%
b
a
Accessibility of the sorting office / opening
-
2
-
8
7
*
-
8
1
6
6
*
2
8
hours
-%
*%
-%
2%
5%
*%
-%
1%
*%
1%
*%
*%
1%
*%
b
a
-
3
-
6
*
3
*
5
2
4
5
1
-
6
Collection reliability
-%
1%
-%
1%
*%
*%
*%
*%
*%
*%
*%
1%
-%
*%
b
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
8
356
1177
389
120
1062
101
1465
494
1072
1278
100
171
1566
Unweighted total
7
348
1175
395
123
1038
102
1468
503
1067
1269
103
187
1570
Weighted total
-
2
-
5
2
1
-
5
1
4
5
-
-
5
Time of collection
-%
1%
-%
1%
1%
*%
-%
*%
*%
*%
*%
-%
-%
*%
b
a
-
-
-
2
-
2
-
2
2
*
2
-
-
2
Latest collection time
-%
-%
-%
1%
-%
*%
-%
*%
*%
*%
*%
-%
-%
*%
b
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
-
-
-
2
-
2
-
2
-
2
*
2
-
2
Stamp online system
-%
-%
-%
*%
-%
*%
-%
*%
-%
*%
*%
2%
-%
*%
b
c
-
-
*
-
*
-
-
*
-
*
-
-
*
*
Don't know / na
-%
-%
*%
-%
*%
-%
-%
*%
-%
*%
-%
-%
*%
*%
*
14
-
52
11
23
5
47
20
33
40
4
8
52
Other
7%
4%
-%
13%
9%
2%
5%
3%
4%
3%
3%
4%
4%
3%
b
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total
292
310
283
290
1175
No Problems
75%
78%
71%
75%
75%
b
Amount / level of lost
31
26
57
48
162
mail
8%
7%
14%
12%
10%
cd
c
Lost or late delivery of
20
21
25
8
73
sent mail
5%
5%
6%
2%
5%
a
a
a
Delivery time (when you receive your mail
6
20
16
20
63
delivery)
2%
5%
4%
5%
4%
d
d
d
Wrong mail delivered / our mail delivered
15
13
13
8
49
elsewhere
4%
3%
3%
2%
3%
Delivery consistency / reliability (e.g. arrives as promised
13
17
4
11
45
consistently)
3%
4%
1%
3%
3%
b
b
10
9
9
4
32
Damaged mail / goods
3%
2%
2%
1%
2%
Wrong postage / shortfall on incoming
6
4
2
6
17
mail - having to pay
1%
1%
1%
2%
1%
Trustworthiness of the
2
3
2
9
17
provider
1%
1%
1%
2%
1%
b
Accessibility of the sorting office / opening
-
-
3
5
8
hours
-%
-%
1%
1%
*%
cd
*
2
2
1
6
Collection reliability
*%
1%
1%
*%
*%
-
-
5
*
5
Time of collection
-%
-%
1%
*%
*%
acd
-
-
-
2
2
Latest collection time
-%
-%
-%
1%
*%
Columns Tested: a,b,c,d
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
375
389
404
398
1566
Unweighted total
387
396
400
387
1570
Weighted total Availability of a daily
-
-
-
-
-
collection
-%
-%
-%
-%
-%
Account management (if
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
Problems with the Smart
-
-
2
-
2
Stamp online system
-%
-%
*%
-%
*%
-
*
-
-
*
Don't know / na
-%
*%
-%
-%
*%
18
8
10
16
52
Other
5%
2%
3%
4%
3%
c
Columns Tested: a,b,c,d

## Qrm4. Have You Experienced Any Problems With Your Service From Royal Mail (As A Sender Or Recipient Of Mail) In The Last 6 Months? Base: All Respondents Who Use Royal Mail. Excluding Those With No Problems Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
*h
g
f
*e
*d
*c
b
*a
Significance Level: 95%
263
35
45
47
30
27
44
42
25
25
24
31
15
390
Unweighted total
349
12
16
19
32
48
59
55
24
20
33
51
25
395
Weighted total Amount / level of lost
145
2
8
6
15
22
15
22
9
12
18
18
14
162
mail
42%
19%
52%
32%
45%
45%
25%
40%
40%
60%
54%
35%
57%
41%
gl
gl
l
Lost or late delivery of
62
4
4
3
1
9
13
10
3
1
5
14
7
73
sent mail
18%
34%
24%
15%
5%
18%
21%
18%
11%
4%
16%
27%
28%
18%
ijm
i
i
i
Delivery time (when you receive your mail
54
3
1
5
3
5
4
11
7
*
9
9
5
63
delivery)
15%
25%
8%
24%
9%
9%
7%
20%
28%
2%
28%
18%
21%
16%
gk
gk
Wrong mail delivered / our mail delivered
44
*
2
3
3
7
13
6
3
3
*
8
2
49
elsewhere
13%
1%
11%
18%
8%
14%
21%
10%
12%
15%
1%
17%
7%
12%
l
l
l
l
Delivery consistency / reliability (e.g. arrives as promised
39
2
1
3
7
2
6
7
5
1
2
7
2
45
consistently)
11%
18%
7%
17%
21%
4%
9%
13%
23%
6%
5%
13%
7%
11%
29
2
*
1
1
6
5
4
1
1
4
5
2
32
Damaged mail / goods
8%
13%
3%
6%
4%
13%
9%
6%
6%
6%
11%
9%
7%
8%
Wrong postage / shortfall on incoming
14
*
1
2
4
2
2
-
1
-
-
2
2
17
mail - having to pay
4%
1%
7%
11%
12%
5%
3%
-%
6%
-%
-%
5%
7%
4%
f
f
Trustworthiness of the
14
1
1
1
3
-
4
2
*
1
2
2
-
17
provider
4%
5%
8%
3%
9%
-%
6%
3%
1%
7%
5%
5%
-%
4%
Accessibility of the sorting office / opening
7
-
*
-
1
-
2
4
-
-
*
*
-
8
hours
2%
-%
3%
-%
4%
-%
3%
6%
-%
-%
*%
1%
-%
2%
5
*
1
*
-
2
*
-
-
*
*
2
-
6
Collection reliability
1%
1%
6%
1%
-%
4%
*%
-%
-%
1%
*%
4%
-%
1%
m
5
*
-
-
1
-
2
-
-
-
2
-
-
5
Time of collection
1%
1%
-%
-%
4%
-%
3%
-%
-%
-%
5%
-%
-%
1%
2
-
*
-
-
-
-
-
-
-
2
-
-
2
Latest collection time
1%
-%
3%
-%
-%
-%
-%
-%
-%
-%
5%
-%
-%
1%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
*h
g
f
*e
*d
*c
b
*a
Significance Level: 95%
263
35
45
47
30
27
44
42
25
25
24
31
15
390
Unweighted total
349
12
16
19
32
48
59
55
24
20
33
51
25
395
Weighted total Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
2
-
-
-
-
-
*
-
-
-
-
-
2
2
Stamp online system
1%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
7%
*%
*
-
-
-
-
-
-
-
*
-
-
-
-
*
Don't know / na
*%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
*%
45
1
2
4
6
2
13
6
4
3
4
4
4
52
Other
13%
10%
13%
21%
20%
4%
22%
10%
17%
13%
11%
8%
14%
13%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 65                                                | 41        | 77                      | 207       | 35     | 355 | 101   | 289   | 108 | 11   | 14                    | 16         | 67         | 282             |
| 390                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 46                                                | 32        | 75                      | 242       | 19     | 376 | 97    | 298   | 18  | 2    | 2                     | 3          | 11         | 377             |
| 395                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Amount / level of lost                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 21                                                | 19        | 31                      | 91        | 10     | 152 | 36    | 126   | 5   | *    | 1                     | 1          | 3          | 157             |
| 162                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| mail                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 45%                                               | 58%       | 41%                     | 38%       | 50%    | 40% | 37%   | 42%   | 29% | 21%  | 25%                   | 35%        | 30%        | 42%             |
| 41%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | f         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Lost or late delivery of                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10                                                | 2         | 12                      | 49        | 1      | 72  | 19    | 54    | 4   | *    | 1                     | *          | 3          | 69              |
| 73                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| sent mail                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 23%                                               | 6%        | 16%                     | 20%       | 4%     | 19% | 19%   | 18%   | 22% | 9%   | 34%                   | 11%        | 23%        | 18%             |
| 18%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 | c         | b                       |           |        |     |       |       |     |      |                       |            |            |                 |
| Delivery time (when you                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| receive your mail                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 11        | 16                      | 32        | 7      | 56  | 19    | 44    | 5   | *    | 1                     | 1          | 3          | 58              |
| 63                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| delivery)                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 35%       | 22%                     | 13%       | 34%    | 15% | 19%   | 15%   | 26% | 18%  | 27%                   | 37%        | 23%        | 15%             |
| 16%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ad                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| Wrong mail delivered /                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| our mail delivered                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 11                      | 34        | 1      | 48  | 11    | 38    | 2   | *    | *                     | *          | 1          | 47              |
| 49                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| elsewhere                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                                                | 4%        | 14%                     | 14%       | 3%     | 13% | 11%   | 13%   | 10% | 16%  | 16%                   | 4%         | 9%         | 12%             |
| 12%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Delivery consistency /                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| reliability (e.g.                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| arrives as promised                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                                                 | 5         | 10                      | 23        | *      | 45  | 18    | 27    | 1   | -    | 1                     | *          | 1          | 44              |
| 45                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| consistently)                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14%                                               | 15%       | 13%                     | 10%       | 1%     | 12% | 19%   | 9%    | 7%  | -%   | 27%                   | 5%         | 5%         | 12%             |
| 11%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 4                       | 26        | *      | 32  | 12    | 20    | 1   | *    | *                     | *          | -          | 32              |
| 32                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Damaged mail / goods                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 7%        | 5%                      | 11%       | 1%     | 9%  | 13%   | 7%    | 4%  | 12%  | 5%                    | 16%        | -%         | 8%              |
| 8%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Wrong postage /                                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| shortfall on incoming                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 1                       | 13        | 1      | 16  | 4     | 13    | 1   | -    | *                     | *          | 1          | 16              |
| 17                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| mail - having to pay                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                                                | 2%        | 2%                      | 5%        | 7%     | 4%  | 5%    | 4%    | 7%  | -%   | 5%                    | 12%        | 8%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Trustworthiness of the                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 2                       | 14        | *      | 16  | 4     | 12    | 1   | *    | -                     | 1          | 1          | 15              |
| 17                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| provider                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 1%        | 2%                      | 6%        | 2%     | 4%  | 4%    | 4%    | 8%  | 9%   | -%                    | 20%        | 7%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Accessibility of the                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| sorting office / opening                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 2                       | 6         | *      | 7   | 2     | 6     | 1   | -    | -                     | *          | *          | 7               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| hours                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | 2%                      | 2%        | 2%     | 2%  | 2%    | 2%    | 3%  | -%   | -%                    | 5%         | 4%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | *                       | 5         | -      | 6   | 3     | 3     | 1   | -    | *                     | -          | *          | 5               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Collection reliability                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | *%        | 1%                      | 2%        | -%     | 2%  | 3%    | 1%    | 4%  | -%   | 13%                   | -%         | 4%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 1                       | -         | *      | 5   | -     | 5     | *   | -    | -                     | -          | *          | 5               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Time of collection                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 6%        | 2%                      | -%        | 1%     | 1%  | -%    | 2%    | 1%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | -                       | *         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Latest collection time                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | -%        | -%                      | *%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Availability of a daily                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| collection                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 65                                                | 41        | 77                      | 207       | 35     | 355 | 101   | 289   | 108 | 11   | 14                    | 16         | 67         | 282             |
| 390                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 46                                                | 32        | 75                      | 242       | 19     | 376 | 97    | 298   | 18  | 2    | 2                     | 3          | 11         | 377             |
| 395                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Account management (if                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| applicable)                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| No Problems                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Problems with the Smart                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | 2         | *      | 2   | 2     | *     | *   | -    | -                     | -          | *          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Stamp online system                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | 1%        | 1%     | *%  | 2%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -                       | -         | -      | *   | -     | *     | *   | -    | *                     | -          | -          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know / na                                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%                      | -%        | -%     | *%  | -%    | *%    | 1%  | -%   | 8%                    | -%         | -%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 5         | 15                      | 27        | *      | 52  | 7     | 46    | 2   | 1    | *                     | *          | 1          | 51              |
| 52                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14%                                               | 14%       | 20%                     | 11%       | 1%     | 14% | 7%    | 15%   | 10% | 32%  | 5%                    | 9%         | 8%         | 13%             |
| 13%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

## Qrm4. Have You Experienced Any Problems With Your Service From Royal Mail (As A Sender Or Recipient Of Mail) In The Last 6 Months? Base: All Respondents Who Use Royal Mail. Excluding Those With No Problems

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
f
e
d
c
b
a
Significance Level: 95%
69
70
37
102
21
19
22
25
303
7
36
37
69
46
77
118
390
Unweighted total
72
63
41
95
18
20
14
28
316
3
12
29
67
56
87
141
395
Weighted total Amount / level of lost
28
27
13
43
8
8
7
9
130
1
4
10
32
32
28
55
162
mail
39%
43%
31%
45%
46%
42%
50%
31%
41%
20%
34%
34%
48%
56%
32%
39%
41%
bf
Lost or late delivery of
18
7
7
18
7
2
1
5
57
*
3
6
12
11
21
19
73
sent mail
24%
11%
16%
19%
41%
11%
9%
19%
18%
12%
26%
22%
18%
19%
25%
14%
18%
a
Delivery time (when you receive your mail
16
11
12
15
*
5
2
4
51
1
2
5
13
12
14
17
63
delivery)
23%
17%
29%
16%
2%
27%
14%
16%
16%
21%
13%
16%
19%
22%
16%
12%
16%
Wrong mail delivered / our mail delivered
8
10
6
12
*
2
*
2
45
*
*
4
8
6
8
22
49
elsewhere
11%
16%
14%
13%
2%
10%
1%
6%
14%
5%
2%
13%
12%
10%
9%
16%
12%
f
Delivery consistency / reliability (e.g. arrives as promised
8
10
5
13
*
5
2
4
33
2
1
1
10
5
10
14
45
consistently)
12%
15%
12%
14%
3%
27%
17%
14%
10%
79%
11%
4%
15%
10%
12%
10%
11%
1
6
3
5
1
-
*
-
32
-
*
2
4
3
8
15
32
Damaged mail / goods
1%
10%
6%
5%
3%
-%
2%
-%
10%
-%
2%
7%
6%
5%
9%
11%
8%
b
Wrong postage / shortfall on incoming
5
1
5
1
-
2
2
*
13
-
1
*
1
-
11
4
17
mail - having to pay
7%
1%
12%
1%
-%
11%
13%
1%
4%
-%
5%
1%
1%
-%
13%
3%
4%
a
acde
Trustworthiness of the
1
1
*
2
-
-
*
2
14
*
-
*
2
2
4
9
17
provider
1%
2%
*%
2%
-%
-%
2%
6%
5%
4%
-%
*%
3%
3%
5%
6%
4%
Accessibility of the sorting office / opening
*
3
-
4
*
-
*
-
7
-
*
*
1
2
-
4
8
hours
*%
5%
-%
4%
3%
-%
1%
-%
2%
-%
1%
1%
2%
4%
-%
3%
2%
3
*
2
1
*
*
-
1
5
*
*
*
*
-
2
3
6
Collection reliability
4%
*%
5%
1%
1%
1%
-%
2%
2%
4%
4%
*%
1%
-%
2%
2%
1%
2
-
2
-
-
-
-
-
5
-
-
*
2
1
-
2
5
Time of collection
2%
-%
4%
-%
-%
-%
-%
-%
2%
-%
-%
*%
3%
2%
-%
1%
1%
a
-
-
-
-
-
-
-
2
-
2
-
-
*
-
-
-
2
Latest collection time
-%
-%
-%
-%
-%
-%
-%
8%
-%
66%
-%
-%
1%
-%
-%
-%
1%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qrm4. Have You Experienced Any Problems With Your Service From Royal Mail (As A Sender Or Recipient Of Mail) In The Last 6 Months? Base: All Respondents Who Use Royal Mail. Excluding Those With No Problems

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
f
e
d
c
b
a
Significance Level: 95%
69
70
37
102
21
19
22
25
303
7
36
37
69
46
77
118
390
Unweighted total
72
63
41
95
18
20
14
28
316
3
12
29
67
56
87
141
395
Weighted total
Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
-
-
-
-
-
-
-
-
2
-
-
-
-
2
*
-
2
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
3%
*%
-%
*%
*
-
-
*
-
*
-
-
-
-
*
-
-
-
-
-
*
Don't know / na
*%
-%
-%
*%
-%
1%
-%
-%
-%
-%
2%
-%
-%
-%
-%
-%
*%
8
9
8
9
4
*
2
5
41
2
4
2
14
1
11
19
52
Other
11%
15%
20%
10%
22%
1%
17%
18%
13%
70%
33%
7%
22%
1%
12%
13%
13%
abce
c
c
c
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
303
304
91
369
208
318
133
222
372
256
366
145
94
150
390
Unweighted total
293
301
69
368
199
324
108
214
370
243
364
139
86
169
395
Weighted total Amount / level of lost
118
129
37
158
93
138
55
100
156
108
153
62
40
61
162
mail
40%
43%
54%
43%
47%
43%
51%
47%
42%
44%
42%
44%
46%
36%
41%
Lost or late delivery of
61
57
11
69
42
58
24
43
67
50
66
31
20
22
73
sent mail
21%
19%
16%
19%
21%
18%
22%
20%
18%
21%
18%
22%
23%
13%
18%
a
a
Delivery time (when you receive your mail
44
46
8
56
32
54
22
41
59
38
57
19
17
26
63
delivery)
15%
15%
12%
15%
16%
17%
20%
19%
16%
16%
16%
14%
20%
15%
16%
Wrong mail delivered / our mail delivered
32
36
4
43
17
35
12
19
43
25
43
17
4
28
49
elsewhere
11%
12%
6%
12%
9%
11%
11%
9%
12%
10%
12%
12%
5%
16%
12%
b
Delivery consistency / reliability (e.g. arrives as promised
29
30
5
40
24
38
12
23
42
25
42
14
10
20
45
consistently)
10%
10%
8%
11%
12%
12%
11%
11%
11%
10%
11%
10%
12%
12%
11%
28
30
5
32
8
28
8
9
32
21
32
14
3
15
32
Damaged mail / goods
10%
10%
7%
9%
4%
9%
7%
4%
9%
9%
9%
10%
4%
9%
8%
a
d
d
d
Wrong postage / shortfall on incoming
13
13
5
15
9
12
4
9
16
13
16
6
2
9
17
mail - having to pay
4%
4%
8%
4%
5%
4%
4%
4%
4%
5%
4%
4%
3%
5%
4%
Trustworthiness of the
16
11
1
17
7
11
4
7
14
4
14
1
6
10
17
provider
5%
4%
1%
5%
3%
3%
3%
3%
4%
2%
4%
1%
7%
6%
4%
c
c
Accessibility of the sorting office / opening
8
8
2
8
4
7
1
4
8
4
8
2
2
4
8
hours
3%
3%
3%
2%
2%
2%
1%
2%
2%
2%
2%
2%
2%
2%
2%
4
4
1
4
3
6
1
3
6
3
6
*
3
3
6
Collection reliability
1%
1%
1%
1%
2%
2%
1%
1%
2%
1%
2%
*%
4%
2%
1%
c
5
5
-
5
2
3
2
2
5
5
5
*
3
2
5
Time of collection
2%
2%
-%
1%
1%
1%
2%
1%
1%
2%
1%
*%
4%
1%
1%
c
2
*
-
2
2
2
2
2
2
2
2
2
-
*
2
Latest collection time
1%
*%
-%
1%
1%
1%
2%
1%
1%
1%
1%
1%
-%
*%
1%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
303
304
91
369
208
318
133
222
372
256
366
145
94
150
390
Unweighted total
293
301
69
368
199
324
108
214
370
243
364
139
86
169
395
Weighted total Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
2
2
-
2
-
2
2
-
2
2
2
-
2
-
2
Stamp online system
1%
1%
-%
1%
-%
1%
2%
-%
1%
1%
1%
-%
2%
-%
*%
*
*
-
*
*
-
-
*
*
*
*
*
-
-
*
Don't know / na
*%
*%
-%
*%
*%
-%
-%
*%
*%
*%
*%
*%
-%
-%
*%
43
39
11
48
25
40
18
28
50
32
48
15
10
28
52
Other
15%
13%
16%
13%
13%
12%
16%
13%
13%
13%
13%
11%
11%
16%
13%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
255
80
55
119
385
260
-
388
324
385
353
383
288
10
95
390
Unweighted total
258
83
54
101
387
253
-
391
331
385
348
383
303
10
85
395
Weighted total Amount / level of lost
109
30
24
45
160
112
-
158
138
158
141
158
117
5
39
162
mail
42%
36%
43%
45%
41%
44%
-%
40%
42%
41%
41%
41%
39%
50%
46%
41%
Lost or late delivery of
45
10
17
20
73
49
-
73
67
73
66
71
56
3
16
73
sent mail
18%
12%
32%
20%
19%
19%
-%
19%
20%
19%
19%
19%
18%
26%
19%
18%
bc
Delivery time (when you receive your mail
36
24
3
10
61
34
-
63
52
61
52
61
41
-
22
63
delivery)
14%
28%
6%
10%
16%
14%
-%
16%
16%
16%
15%
16%
13%
-%
26%
16%
ac
c
Wrong mail delivered / our mail delivered
38
6
5
11
49
25
-
49
38
49
42
49
42
*
6
49
elsewhere
15%
8%
8%
11%
13%
10%
-%
12%
12%
13%
12%
13%
14%
2%
8%
12%
Delivery consistency / reliability (e.g. arrives as promised
31
12
3
16
45
27
-
45
38
45
42
45
41
-
4
45
consistently)
12%
14%
5%
16%
12%
11%
-%
12%
12%
12%
12%
12%
14%
-%
5%
11%
a
27
6
*
3
32
23
-
32
32
32
31
32
20
*
12
32
Damaged mail / goods
10%
7%
*%
3%
8%
9%
-%
8%
10%
8%
9%
8%
7%
5%
14%
8%
a
c
c
Wrong postage / shortfall on incoming
13
4
*
5
17
11
-
17
14
17
12
17
14
-
3
17
mail - having to pay
5%
5%
1%
4%
4%
4%
-%
4%
4%
4%
3%
4%
5%
-%
4%
4%
Trustworthiness of the
13
1
2
3
15
12
-
17
13
15
13
15
14
-
2
17
provider
5%
1%
4%
3%
4%
5%
-%
4%
4%
4%
4%
4%
5%
-%
2%
4%
Accessibility of the sorting office / opening
2
6
-
2
8
6
-
8
8
8
8
8
8
-
-
8
hours
1%
7%
-%
2%
2%
2%
-%
2%
2%
2%
2%
2%
3%
-%
-%
2%
ac
3
2
*
*
4
3
-
6
3
4
4
4
4
-
2
6
Collection reliability
1%
3%
1%
*%
1%
1%
-%
2%
1%
1%
1%
1%
1%
-%
3%
1%
1
4
*
*
5
3
-
5
5
5
5
5
2
-
3
5
Time of collection
1%
4%
*%
*%
1%
1%
-%
1%
2%
1%
1%
1%
1%
-%
4%
1%
c
c
2
-
-
-
2
2
-
2
2
2
2
2
2
-
-
2
Latest collection time
1%
-%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
255
80
55
119
385
260
-
388
324
385
353
383
288
10
95
390
Unweighted total
258
83
54
101
387
253
-
391
331
385
348
383
303
10
85
395
Weighted total Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
2
-
-
-
2
2
-
2
2
2
2
2
*
2
2
2
Stamp online system
1%
-%
-%
-%
*%
1%
-%
*%
1%
1%
1%
1%
*%
17%
2%
*%
c
*
-
-
-
*
*
-
*
*
*
*
*
*
-
-
*
Don't know / na
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
36
7
10
15
52
38
-
52
39
52
50
52
43
1
10
52
Other
14%
8%
18%
14%
14%
15%
-%
13%
12%
14%
14%
14%
14%
12%
11%
13%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
*b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
5
119
1
389
81
165
16
374
100
290
275
39
75
390
Unweighted total
5
118
*
395
79
166
17
378
108
287
278
39
78
395
Weighted total
Amount / level of lost
2
51
-
162
34
58
7
155
41
121
117
16
29
162
mail
44%
43%
-%
41%
43%
35%
39%
41%
38%
42%
42%
40%
38%
41%
Lost or late delivery of
-
21
-
73
18
28
5
68
22
51
51
9
13
73
sent mail
-%
18%
-%
18%
23%
17%
30%
18%
21%
18%
18%
24%
17%
18%
Delivery time (when you receive your mail
2
24
-
63
22
14
1
62
6
57
46
1
16
63
delivery)
39%
20%
-%
16%
28%
8%
6%
16%
6%
20%
17%
3%
20%
16%
a
b
b
b
Wrong mail delivered / our mail delivered
-
18
-
49
10
21
3
46
13
36
35
1
12
49
elsewhere
-%
15%
-%
12%
13%
13%
15%
12%
12%
12%
13%
3%
16%
12%
Delivery consistency / reliability (e.g. arrives as promised
-
16
-
45
15
18
1
44
10
35
31
5
9
45
consistently)
-%
13%
-%
11%
19%
11%
6%
12%
9%
12%
11%
13%
11%
11%
4
4
-
32
7
20
2
31
11
21
21
4
8
32
Damaged mail / goods
84%
3%
-%
8%
9%
12%
11%
8%
11%
7%
8%
9%
10%
8%
Wrong postage / shortfall on incoming
*
5
-
17
3
12
-
17
7
10
12
2
3
17
mail - having to pay
10%
4%
-%
4%
4%
7%
-%
5%
7%
3%
4%
5%
4%
4%
Trustworthiness of the
-
2
-
17
3
5
2
15
6
10
11
2
4
17
provider
-%
2%
-%
4%
4%
3%
11%
4%
6%
4%
4%
5%
5%
4%
Accessibility of the sorting office / opening
-
2
-
8
7
*
-
8
1
6
6
*
2
8
hours
-%
1%
-%
2%
8%
*%
-%
2%
1%
2%
2%
1%
2%
2%
a
-
3
-
6
*
3
*
5
2
4
5
1
-
6
Collection reliability
-%
2%
-%
1%
*%
2%
3%
1%
2%
1%
2%
2%
-%
1%
-
2
-
5
2
1
-
5
1
4
5
-
-
5
Time of collection
-%
2%
-%
1%
2%
1%
-%
1%
1%
1%
2%
-%
-%
1%
-
-
-
2
-
2
-
2
2
*
2
-
-
2
Latest collection time
-%
-%
-%
1%
-%
1%
-%
1%
2%
*%
1%
-%
-%
1%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Account management (if
-
-
-
-
-
-
-
-
-
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
*b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
5
119
1
389
81
165
16
374
100
290
275
39
75
390
Unweighted total
5
118
*
395
79
166
17
378
108
287
278
39
78
395
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with the Smart
-
-
-
2
-
2
-
2
-
2
*
2
-
2
Stamp online system
-%
-%
-%
*%
-%
1%
-%
1%
-%
1%
*%
5%
-%
*%
c
-
-
*
-
*
-
-
*
-
*
-
-
*
*
Don't know / na
-%
-%
100%
-%
*%
-%
-%
*%
-%
*%
-%
-%
*%
*%
*
14
-
52
11
23
5
47
20
33
40
4
8
52
Other
10%
11%
-%
13%
13%
14%
31%
12%
18%
11%
15%
9%
10%
13%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
87
88
103
112
390
Unweighted total
95
86
116
98
395
Weighted total Amount / level of lost
31
26
57
48
162
mail
33%
30%
49%
49%
41%
cd
cd
Lost or late delivery of
20
21
25
8
73
sent mail
21%
24%
21%
8%
18%
a
a
a
Delivery time (when you receive your mail
6
20
16
20
63
delivery)
7%
23%
14%
20%
16%
d
d
Wrong mail delivered / our mail delivered
15
13
13
8
49
elsewhere
16%
15%
11%
8%
12%
Delivery consistency / reliability (e.g. arrives as promised
13
17
4
11
45
consistently)
14%
20%
4%
11%
11%
b
b
b
10
9
9
4
32
Damaged mail / goods
10%
11%
8%
4%
8%
Wrong postage /
shortfall on incoming
6
4
2
6
17
mail - having to pay
6%
4%
2%
6%
4%
Trustworthiness of the
2
3
2
9
17
provider
3%
3%
2%
9%
4%
b
Accessibility of the sorting office / opening
-
-
3
5
8
hours
-%
-%
3%
5%
2%
cd
*
2
2
1
6
Collection reliability
1%
3%
2%
1%
1%
-
-
5
*
5
Time of collection
-%
-%
4%
*%
1%
a
-
-
-
2
2
Latest collection time
-%
-%
-%
2%
1%
Availability of a daily
-
-
-
-
-
collection
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d
QRM4. Have you experienced any problems with your service from Royal Mail (as a sender or recipient of mail) in the last 6 months?
Base: All respondents who use Royal Mail. Excluding those with no problems
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
87
88
103
112
390
Unweighted total
95
86
116
98
395
Weighted total Account management (if
-
-
-
-
-
applicable)
-%
-%
-%
-%
-%
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
Problems with the Smart
-
-
2
-
2
Stamp online system
-%
-%
2%
-%
*%
-
*
-
-
*
Don't know / na
-%
*%
-%
-%
*%
18
8
10
16
52
Other
19%
9%
9%
17%
13%
b
Columns Tested: a,b,c,d

Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
*h
g
f
*e
*d
*c
b
*a
Significance Level: 95%
263
35
45
47
30
27
44
42
25
25
24
31
15
390
Unweighted total
349
12
16
19
32
48
59
55
24
20
33
51
25
395
Weighted total
28
1
1
1
1
4
2
4
3
*
4
7
4
32
Very Dissatisfied
8%
10%
8%
7%
4%
9%
3%
6%
12%
1%
12%
13%
14%
8%
34
1
-
5
1
6
7
7
*
4
-
5
2
40
Fairly Dissatisfied
10%
8%
-%
28%
5%
13%
13%
13%
1%
21%
-%
10%
7%
10%
k
iklm
k
k
k
Neither Satisfied Nor
46
2
2
2
*
6
6
11
5
2
9
6
-
51
Dissatisfied
13%
17%
13%
8%
1%
13%
9%
20%
23%
9%
27%
12%
-%
13%
i
i
i
34
*
2
2
4
2
8
7
6
1
*
4
*
38
Fairly Satisfied
10%
4%
13%
10%
13%
5%
13%
13%
28%
7%
*%
8%
1%
10%
21
1
1
-
3
-
7
5
1
3
2
-
-
22
Very Satisfied
6%
6%
4%
-%
8%
-%
12%
10%
6%
13%
6%
-%
-%
6%
bj
j
Have not Contacted / Not Applicable (DO NOT READ
170
5
9
8
21
26
26
19
7
9
18
24
18
192
OUT)
49%
41%
60%
44%
66%
55%
44%
35%
30%
47%
55%
47%
71%
49%
f
fl
Don't Know (DO NOT READ
16
2
*
1
1
2
4
2
*
*
-
5
2
19
OUT)
5%
13%
3%
3%
4%
5%
6%
3%
1%
2%
-%
9%
7%
5%
m
55
1
3
2
7
2
15
13
8
4
2
4
*
61
NET: Satisfied
16%
10%
16%
10%
21%
5%
25%
23%
34%
20%
6%
8%
1%
15%
62
2
1
7
3
11
9
11
3
4
4
12
5
72
NET: Dissatisfied
18%
18%
8%
36%
9%
22%
16%
19%
13%
22%
12%
23%
21%
18%
gikm

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

|                          |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                       | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 65                       | 41        | 77                      | 207       | 35     | 355 | 101   | 289   | 108 | 11   | 14                    | 16         | 67         | 282             |
| 390                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 46                       | 32        | 75                      | 242       | 19     | 376 | 97    | 298   | 18  | 2    | 2                     | 3          | 11         | 377             |
| 395                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                        | 9         | 7                       | 8         | *      | 32  | 12    | 20    | 2   | *    | *                     | *          | 1          | 30              |
| 32                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 18%                      | 28%       | 9%                      | 3%        | 1%     | 8%  | 12%   | 7%    | 9%  | 9%   | 13%                   | 9%         | 8%         | 8%              |
| 8%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                        | 5         | 3                       | 23        | 2      | 39  | 11    | 30    | 3   | *    | *                     | 1          | 1          | 38              |
| 40                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 19%                      | 17%       | 5%                      | 9%        | 8%     | 10% | 11%   | 10%   | 15% | 16%  | 19%                   | 26%        | 11%        | 10%             |
| 10%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                        | 5         | 8                       | 31        | 2      | 49  | 10    | 42    | 2   | *    | *                     | *          | 2          | 49              |
| 51                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15%                      | 14%       | 11%                     | 13%       | 11%    | 13% | 10%   | 14%   | 12% | 12%  | 13%                   | 4%         | 14%        | 13%             |
| 13%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                        | 3         | 12                      | 22        | 2      | 36  | 10    | 28    | 2   | 1    | 1                     | 1          | *          | 36              |
| 38                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                       | 8%        | 16%                     | 9%        | 12%    | 10% | 10%   | 10%   | 12% | 32%  | 23%                   | 25%        | 4%         | 10%             |
| 10%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                        | -         | 3                       | 16        | *      | 22  | 6     | 16    | 1   | -    | -                     | -          | 1          | 22              |
| 22                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                       | -%        | 4%                      | 7%        | 2%     | 6%  | 6%    | 5%    | 4%  | -%   | -%                    | -%         | 6%         | 6%              |
| 6%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Have not Contacted / Not |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Applicable (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                       | 10        | 36                      | 130       | 13     | 179 | 45    | 147   | 7   | *    | *                     | 1          | 6          | 185             |
| 192                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 33%                      | 32%       | 48%                     | 54%       | 65%    | 48% | 46%   | 49%   | 40% | 30%  | 16%                   | 24%        | 50%        | 49%             |
| 49%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                        | *         | 5                       | 13        | -      | 19  | 5     | 14    | 2   | -    | *                     | *          | 1          | 17              |
| 19                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                       | 1%        | 6%                      | 5%        | -%     | 5%  | 5%    | 5%    | 9%  | -%   | 16%                   | 12%        | 8%         | 5%              |
| 5%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                        | 3         | 15                      | 37        | 3      | 58  | 16    | 45    | 3   | 1    | 1                     | 1          | 1          | 58              |
| 61                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                      | 8%        | 20%                     | 15%       | 14%    | 15% | 16%   | 15%   | 16% | 32%  | 23%                   | 25%        | 10%        | 15%             |
| 15%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 17                       | 14        | 10                      | 30        | 2      | 70  | 22    | 50    | 4   | *    | 1                     | 1          | 2          | 68              |
| 72                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 37%                      | 44%       | 14%                     | 13%       | 10%    | 19% | 23%   | 17%   | 23% | 25%  | 32%                   | 35%        | 19%        | 18%             |
| 18%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       | ab        |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
f
e
d
c
b
a
Significance Level: 95%
69
70
37
102
21
19
22
25
303
7
36
37
69
46
77
118
390
Unweighted total
72
63
41
95
18
20
14
28
316
3
12
29
67
56
87
141
395
Weighted total
11
8
9
10
7
2
2
2
19
*
2
4
6
2
5
13
32
Very Dissatisfied
15%
13%
21%
11%
37%
10%
18%
7%
6%
5%
19%
13%
9%
3%
6%
9%
8%
bc
11
7
6
12
6
2
3
4
25
*
1
8
7
2
6
15
40
Fairly Dissatisfied
15%
11%
14%
13%
31%
12%
22%
15%
8%
12%
10%
27%
11%
4%
7%
11%
10%
abcd
Neither Satisfied Nor
10
6
2
14
1
4
2
4
40
2
1
3
12
5
12
17
51
Dissatisfied
14%
10%
5%
15%
6%
19%
16%
14%
13%
75%
7%
9%
17%
8%
14%
12%
13%
5
7
5
6
*
*
2
2
34
*
1
*
9
9
7
12
38
Fairly Satisfied
7%
11%
13%
7%
2%
1%
13%
7%
11%
4%
10%
*%
13%
15%
9%
9%
10%
e
e
4
3
2
5
3
2
*
3
14
-
1
2
4
1
9
6
22
Very Satisfied
6%
5%
4%
6%
17%
9%
4%
11%
4%
-%
11%
7%
5%
1%
10%
4%
6%
Have not Contacted / Not Applicable (DO NOT READ
32
27
16
44
1
10
4
12
165
*
4
10
29
33
41
74
192
OUT)
44%
43%
38%
46%
7%
49%
28%
44%
52%
4%
35%
34%
44%
59%
47%
53%
49%
ef
Don't Know (DO NOT READ
*
5
2
3
-
*
-
*
18
-
1
3
1
5
7
2
19
OUT)
*%
7%
5%
3%
-%
1%
-%
2%
6%
-%
8%
9%
1%
10%
8%
2%
5%
b
ad
ad
ad
9
10
7
12
3
2
2
5
48
*
3
2
12
9
16
18
61
NET: Satisfied
12%
16%
17%
13%
19%
10%
16%
18%
15%
4%
21%
7%
19%
16%
18%
13%
15%
21
15
14
22
12
4
5
6
44
*
4
12
13
4
11
29
72
NET: Dissatisfied
30%
24%
35%
23%
68%
22%
40%
22%
14%
17%
29%
40%
19%
7%
12%
20%
18%
bc
abcd
c
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Professionalism And Handling Of Any Query / Complaint (Qrm5. Thinking About Contacting Royal Mail With A Service Query, Request Or Complaint, And Your Experiences In The Last Six Months, Please Rate Royal Mail On The Following Aspects Using A 5 Point Scale Were 1 Is Very Dissatisfied And 5 Is Very Satisfied:) Base: All Respondents Who Have Experienced A Problem With Their Service From Royal Main In The Last 6 Months

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
303
304
91
369
208
318
133
222
372
256
366
145
94
150
390
Unweighted total
293
301
69
368
199
324
108
214
370
243
364
139
86
169
395
Weighted total
19
19
5
25
24
21
11
23
24
19
24
14
8
10
32
Very Dissatisfied
6%
6%
8%
7%
12%
7%
10%
11%
6%
8%
7%
10%
9%
6%
8%
b
35
33
11
40
23
29
11
26
38
23
38
16
8
16
40
Fairly Dissatisfied
12%
11%
16%
11%
12%
9%
10%
12%
10%
9%
10%
12%
9%
9%
10%
Neither Satisfied Nor
37
42
8
48
28
42
16
27
49
36
48
27
8
17
51
Dissatisfied
13%
14%
11%
13%
14%
13%
15%
13%
13%
15%
13%
19%
9%
10%
13%
ab
26
30
5
37
29
30
8
31
38
28
37
10
18
9
38
Fairly Satisfied
9%
10%
8%
10%
14%
9%
7%
14%
10%
12%
10%
7%
21%
5%
10%
e
ac
18
15
4
21
12
18
8
15
21
14
21
8
2
12
22
Very Satisfied
6%
5%
7%
6%
6%
6%
8%
7%
6%
6%
6%
6%
3%
7%
6%
Have not Contacted / Not Applicable (DO NOT READ
142
148
32
179
74
165
50
85
182
110
178
54
41
97
192
OUT)
48%
49%
47%
49%
37%
51%
47%
40%
49%
45%
49%
39%
48%
57%
49%
a
d
d
d
c
Don't Know (DO NOT READ
16
15
3
18
8
18
3
7
19
14
19
10
1
8
19
OUT)
6%
5%
4%
5%
4%
6%
2%
3%
5%
6%
5%
7%
1%
5%
5%
b
44
45
10
57
41
48
16
46
59
42
57
18
20
21
61
NET: Satisfied
15%
15%
14%
16%
21%
15%
15%
22%
16%
17%
16%
13%
24%
13%
15%
f
ac
54
51
16
64
48
50
23
49
61
42
61
30
16
26
72
NET: Dissatisfied
18%
17%
23%
17%
24%
16%
21%
23%
17%
17%
17%
22%
18%
16%
18%
f

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
255
80
55
119
385
260
-
388
324
385
353
383
288
10
95
390
Unweighted total
258
83
54
101
387
253
-
391
331
385
348
383
303
10
85
395
Weighted total
13
9
10
11
32
27
-
32
29
32
32
30
24
-
8
32
Very Dissatisfied
5%
11%
18%
11%
8%
11%
-%
8%
9%
8%
9%
8%
8%
-%
9%
8%
c
28
5
7
13
40
24
-
40
34
40
36
40
28
1
11
40
Fairly Dissatisfied
11%
6%
13%
13%
10%
9%
-%
10%
10%
10%
10%
11%
9%
12%
13%
10%
Neither Satisfied Nor
36
10
5
10
51
37
-
49
46
49
47
49
37
-
14
51
Dissatisfied
14%
12%
9%
10%
13%
15%
-%
13%
14%
13%
14%
13%
12%
-%
17%
13%
19
12
8
11
36
22
-
37
29
36
32
36
31
2
5
38
Fairly Satisfied
7%
14%
14%
11%
9%
9%
-%
9%
9%
9%
9%
9%
10%
22%
6%
10%
16
*
6
9
21
18
-
22
19
21
17
21
21
1
1
22
Very Satisfied
6%
*%
11%
9%
5%
7%
-%
6%
6%
5%
5%
5%
7%
12%
2%
6%
b
b
Have not Contacted / Not Applicable (DO NOT READ
128
45
19
46
188
113
-
192
159
190
166
190
148
5
41
192
OUT)
50%
54%
35%
46%
49%
45%
-%
49%
48%
49%
48%
50%
49%
49%
48%
49%
a
Don't Know (DO NOT READ
17
2
-
1
19
13
-
19
15
17
17
17
14
*
4
19
OUT)
7%
2%
-%
1%
5%
5%
-%
5%
4%
4%
5%
4%
5%
5%
5%
5%
c
c
35
12
14
20
57
40
-
59
47
57
49
57
52
4
7
61
NET: Satisfied
14%
14%
25%
20%
15%
16%
-%
15%
14%
15%
14%
15%
17%
34%
8%
15%
c
a
41
14
17
25
72
51
-
72
64
72
68
70
52
1
19
72
NET: Dissatisfied
16%
17%
30%
24%
19%
20%
-%
18%
19%
19%
19%
18%
17%
12%
22%
18%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Professionalism And Handling Of Any Query / Complaint (Qrm5. Thinking About Contacting Royal Mail With A Service Query, Request Or Complaint, And Your Experiences In The Last Six Months, Please Rate Royal Mail On The Following Aspects Using A 5 Point Scale Were 1 Is Very Dissatisfied And 5 Is Very Satisfied:) Base: All Respondents Who Have Experienced A Problem With Their Service From Royal Main In The Last 6 Months

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
*b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
5
119
1
389
81
165
16
374
100
290
275
39
75
390
Unweighted total
5
118
*
395
79
166
17
378
108
287
278
39
78
395
Weighted total
2
15
-
32
16
4
1
31
9
23
13
9
9
32
Very Dissatisfied
39%
13%
-%
8%
20%
2%
6%
8%
9%
8%
5%
24%
12%
8%
a
c
c
-
18
-
40
11
8
5
36
11
30
20
8
12
40
Fairly Dissatisfied
-%
15%
-%
10%
13%
5%
28%
9%
10%
10%
7%
21%
16%
10%
a
c
c
Neither Satisfied Nor
*
15
-
51
10
21
*
51
11
41
36
3
12
51
Dissatisfied
5%
13%
-%
13%
13%
12%
3%
13%
10%
14%
13%
7%
16%
13%
*
11
-
38
9
17
*
38
6
33
27
4
7
38
Fairly Satisfied
10%
10%
-%
10%
12%
10%
3%
10%
5%
11%
10%
11%
9%
10%
-
4
-
22
2
12
-
22
7
16
13
3
7
22
Very Satisfied
-%
3%
-%
6%
3%
7%
-%
6%
6%
5%
5%
7%
9%
6%
Have not Contacted / Not Applicable (DO NOT READ
-
53
-
192
30
93
10
182
59
134
152
12
28
192
OUT)
-%
44%
-%
49%
37%
56%
58%
48%
54%
47%
55%
31%
36%
49%
b
ab
Don't Know (DO NOT READ
2
2
*
19
2
12
*
18
7
12
16
-
2
19
OUT)
46%
2%
100%
5%
2%
7%
3%
5%
6%
4%
6%
-%
3%
5%
*
15
-
61
12
29
*
60
12
49
40
7
14
61
NET: Satisfied
10%
13%
-%
15%
15%
17%
3%
16%
11%
17%
14%
17%
18%
15%
2
33
-
72
27
12
6
67
20
52
33
18
21
72
NET: Dissatisfied
39%
28%
-%
18%
34%
7%
34%
18%
19%
18%
12%
45%
27%
18%
a
c
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
87
88
103
112
390
Unweighted total
95
86
116
98
395
Weighted total
11
3
8
10
32
Very Dissatisfied
12%
3%
7%
10%
8%
c
15
7
4
14
40
Fairly Dissatisfied
15%
9%
3%
14%
10%
b
b
Neither Satisfied Nor
12
9
16
14
51
Dissatisfied
12%
10%
14%
15%
13%
9
7
11
11
38
Fairly Satisfied
10%
8%
9%
11%
10%
3
2
10
7
22
Very Satisfied
3%
3%
9%
7%
6%
Have not Contacted / Not Applicable (DO NOT READ
45
55
61
31
192
OUT)
47%
64%
52%
32%
49%
a
ad
a
Don't Know (DO NOT READ
*
2
6
10
19
OUT)
1%
2%
5%
11%
5%
cd
13
10
21
18
61
NET: Satisfied
13%
11%
18%
18%
15%
26
10
12
24
72
NET: Dissatisfied
27%
12%
10%
24%
18%
bc
bc
Columns Tested: a,b,c,d

Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
*h
g
f
*e
*d
*c
b
*a
Significance Level: 95%
263
35
45
47
30
27
44
42
25
25
24
31
15
390
Unweighted total
349
12
16
19
32
48
59
55
24
20
33
51
25
395
Weighted total
51
1
1
3
1
8
7
5
4
6
4
9
5
56
Very Dissatisfied
15%
11%
8%
16%
5%
18%
12%
10%
17%
28%
12%
18%
21%
14%
27
1
1
4
3
2
6
7
3
*
2
5
-
33
Fairly Dissatisfied
8%
10%
7%
21%
8%
4%
10%
13%
11%
1%
5%
10%
-%
8%
m
Neither Satisfied Nor
31
2
2
1
3
6
7
8
2
2
2
2
-
36
Dissatisfied
9%
13%
11%
7%
9%
13%
12%
14%
7%
9%
5%
4%
-%
9%
36
*
1
1
*
2
6
11
8
1
-
6
2
39
Fairly Satisfied
10%
4%
4%
7%
1%
4%
9%
19%
33%
7%
-%
12%
8%
10%
ikl
15
1
1
*
3
*
4
4
*
1
4
-
-
18
Very Satisfied
4%
6%
8%
2%
8%
1%
6%
6%
1%
6%
12%
-%
-%
5%
Have not Contacted / Not Applicable (DO NOT READ
166
5
9
8
21
24
26
19
7
9
18
24
16
188
OUT)
48%
41%
60%
44%
66%
50%
44%
35%
30%
47%
55%
47%
64%
48%
f
fl
Don't Know (DO NOT READ
22
2
*
1
1
5
4
2
*
*
4
5
2
24
OUT)
6%
14%
3%
3%
4%
9%
6%
3%
1%
1%
11%
9%
7%
6%
52
1
2
2
3
2
9
14
8
3
4
6
2
56
NET: Satisfied
15%
10%
11%
10%
9%
5%
15%
26%
34%
14%
12%
12%
8%
14%
78
2
2
7
4
11
13
13
7
6
6
14
5
90
NET: Dissatisfied
22%
21%
14%
37%
13%
22%
22%
23%
28%
29%
18%
27%
21%
23%
ikm

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

|                          |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                       | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 65                       | 41        | 77                      | 207       | 35     | 355 | 101   | 289   | 108 | 11   | 14                    | 16         | 67         | 282             |
| 390                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 46                       | 32        | 75                      | 242       | 19     | 376 | 97    | 298   | 18  | 2    | 2                     | 3          | 11         | 377             |
| 395                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 16                       | 10        | 10                      | 20        | 2      | 55  | 17    | 40    | 3   | *    | *                     | 1          | 1          | 54              |
| 56                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 35%                      | 31%       | 13%                     | 8%        | 9%     | 15% | 17%   | 13%   | 16% | 18%  | 13%                   | 28%        | 13%        | 14%             |
| 14%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       | ab        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                        | 3         | 5                       | 20        | *      | 33  | 6     | 27    | 2   | *    | *                     | *          | 1          | 32              |
| 33                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                      | 10%       | 7%                      | 8%        | 2%     | 9%  | 6%    | 9%    | 10% | 19%  | 19%                   | 9%         | 8%         | 8%              |
| 8%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                        | 4         | 9                       | 20        | 2      | 34  | 11    | 25    | 2   | *    | *                     | *          | 1          | 34              |
| 36                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                       | 13%       | 12%                     | 8%        | 11%    | 9%  | 11%   | 8%    | 14% | 9%   | 21%                   | 15%        | 13%        | 9%              |
| 9%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                        | 4         | 8                       | 25        | 2      | 37  | 10    | 29    | 1   | *    | 1                     | -          | *          | 38              |
| 39                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                       | 11%       | 11%                     | 10%       | 10%    | 10% | 10%   | 10%   | 4%  | 7%   | 23%                   | -%         | 1%         | 10%             |
| 10%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                        | *         | 2                       | 12        | 1      | 17  | 6     | 12    | 1   | *    | -                     | *          | 1          | 17              |
| 18                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                       | 1%        | 2%                      | 5%        | 3%     | 5%  | 6%    | 4%    | 7%  | 16%  | -%                    | 12%        | 6%         | 4%              |
| 5%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Have not Contacted / Not |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Applicable (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                       | 10        | 36                      | 126       | 13     | 176 | 41    | 147   | 7   | *    | *                     | 1          | 6          | 181             |
| 188                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 33%                      | 32%       | 48%                     | 52%       | 65%    | 47% | 42%   | 49%   | 40% | 30%  | 16%                   | 24%        | 50%        | 48%             |
| 48%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                        | *         | 5                       | 18        | -      | 24  | 7     | 17    | 2   | -    | *                     | *          | 1          | 23              |
| 24                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                       | 1%        | 6%                      | 8%        | -%     | 7%  | 7%    | 6%    | 9%  | -%   | 8%                    | 12%        | 9%         | 6%              |
| 6%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                        | 4         | 10                      | 37        | 3      | 54  | 16    | 41    | 2   | *    | 1                     | *          | 1          | 54              |
| 56                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                      | 13%       | 13%                     | 15%       | 13%    | 14% | 16%   | 14%   | 11% | 23%  | 23%                   | 12%        | 7%         | 14%             |
| 14%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 21                       | 13        | 15                      | 40        | 2      | 88  | 23    | 67    | 5   | 1    | 1                     | 1          | 2          | 85              |
| 90                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 47%                      | 41%       | 20%                     | 17%       | 11%    | 23% | 23%   | 23%   | 26% | 37%  | 32%                   | 37%        | 21%        | 23%             |
| 23%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       | ab        |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
f
e
d
c
b
a
Significance Level: 95%
69
70
37
102
21
19
22
25
303
7
36
37
69
46
77
118
390
Unweighted total
72
63
41
95
18
20
14
28
316
3
12
29
67
56
87
141
395
Weighted total
18
14
12
20
10
2
5
6
34
*
3
11
7
4
7
24
56
Very Dissatisfied
25%
21%
28%
21%
54%
11%
34%
21%
11%
5%
25%
39%
11%
7%
8%
17%
14%
bc
abcd
10
5
7
8
3
*
2
2
26
*
2
*
7
5
8
12
33
Fairly Dissatisfied
13%
8%
17%
8%
18%
2%
16%
7%
8%
12%
13%
2%
10%
8%
9%
8%
8%
Neither Satisfied Nor
6
9
2
12
*
4
2
*
30
*
*
3
11
3
8
10
36
Dissatisfied
8%
14%
5%
13%
2%
18%
16%
1%
9%
8%
3%
9%
17%
6%
9%
7%
9%
af
3
4
1
6
3
2
*
3
30
-
2
2
9
5
9
12
39
Fairly Satisfied
4%
6%
3%
6%
18%
10%
1%
12%
9%
-%
15%
6%
13%
9%
11%
9%
10%
2
*
2
1
-
2
1
4
12
2
*
*
2
1
7
4
18
Very Satisfied
3%
1%
4%
1%
-%
9%
5%
13%
4%
70%
3%
1%
3%
2%
8%
3%
5%
Have not Contacted / Not Applicable (DO NOT READ
32
27
16
44
1
10
4
12
161
*
4
10
29
33
41
71
188
OUT)
44%
43%
38%
46%
7%
49%
28%
44%
51%
4%
35%
34%
44%
59%
47%
50%
48%
ef
Don't Know (DO NOT READ
2
5
2
4
*
*
-
*
24
-
1
3
1
5
7
8
24
OUT)
3%
7%
5%
5%
1%
1%
-%
2%
7%
-%
6%
9%
1%
10%
8%
6%
6%
d
5
4
3
6
3
4
1
7
42
2
2
2
11
6
17
17
56
NET: Satisfied
7%
7%
8%
7%
18%
19%
6%
25%
13%
70%
17%
7%
16%
11%
19%
12%
14%
28
18
18
28
13
3
7
8
60
*
5
12
14
8
15
36
90
NET: Dissatisfied
38%
29%
45%
29%
73%
13%
49%
28%
19%
17%
38%
40%
22%
15%
17%
25%
23%
bc
bcd

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
303
304
91
369
208
318
133
222
372
256
366
145
94
150
390
Unweighted total
293
301
69
368
199
324
108
214
370
243
364
139
86
169
395
Weighted total
37
41
11
49
43
35
15
44
46
34
46
21
14
21
56
Very Dissatisfied
13%
13%
16%
13%
22%
11%
13%
21%
12%
14%
13%
15%
16%
13%
14%
b
acf
26
30
11
33
20
29
9
18
33
21
33
16
8
10
33
Fairly Dissatisfied
9%
10%
16%
9%
10%
9%
9%
8%
9%
9%
9%
11%
9%
6%
8%
Neither Satisfied Nor
28
29
4
34
18
32
14
21
34
26
34
20
8
8
36
Dissatisfied
10%
10%
6%
9%
9%
10%
13%
10%
9%
11%
9%
14%
10%
5%
9%
a
29
25
6
36
20
29
11
23
38
22
36
9
11
18
39
Fairly Satisfied
10%
8%
9%
10%
10%
9%
10%
11%
10%
9%
10%
6%
13%
11%
10%
13
12
2
16
12
15
7
14
16
11
16
8
3
7
18
Very Satisfied
4%
4%
2%
4%
6%
5%
6%
6%
4%
5%
4%
6%
3%
4%
5%
Have not Contacted / Not Applicable (DO NOT READ
140
144
32
175
74
161
50
85
178
110
174
54
41
93
188
OUT)
48%
48%
47%
48%
37%
50%
47%
40%
48%
45%
48%
39%
48%
55%
48%
a
d
c
Don't Know (DO NOT READ
20
21
3
24
12
22
3
8
24
18
24
12
1
12
24
OUT)
7%
7%
4%
7%
6%
7%
3%
4%
7%
7%
7%
9%
1%
7%
6%
b
b
42
37
8
52
32
44
17
37
54
33
52
17
13
25
56
NET: Satisfied
14%
12%
11%
14%
16%
14%
16%
17%
15%
14%
14%
12%
16%
15%
14%
63
70
22
82
63
64
24
62
79
56
79
37
22
31
90
NET: Dissatisfied
22%
23%
32%
22%
32%
20%
22%
29%
21%
23%
22%
26%
26%
18%
23%
b
acf

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
255
80
55
119
385
260
-
388
324
385
353
383
288
10
95
390
Unweighted total
258
83
54
101
387
253
-
391
331
385
348
383
303
10
85
395
Weighted total
30
12
14
21
56
45
-
56
52
56
54
54
43
1
12
56
Very Dissatisfied
12%
15%
25%
20%
15%
18%
-%
14%
16%
15%
16%
14%
14%
12%
15%
14%
c
22
4
7
11
33
21
-
31
24
33
29
33
27
-
6
33
Fairly Dissatisfied
9%
5%
13%
11%
9%
8%
-%
8%
7%
9%
8%
9%
9%
-%
8%
8%
Neither Satisfied Nor
29
3
4
5
36
19
-
36
33
34
34
34
27
*
9
36
Dissatisfied
11%
4%
8%
5%
9%
7%
-%
9%
10%
9%
10%
9%
9%
5%
10%
9%
b 15
15
8
12
35
22
-
37
30
35
27
34
25
3
12
39
Fairly Satisfied
6%
18%
16%
12%
9%
9%
-%
9%
9%
9%
8%
9%
8%
30%
14%
10%
c
c
16
*
2
6
18
17
-
18
17
18
16
18
18
-
*
18
Very Satisfied
6%
*%
3%
6%
5%
7%
-%
5%
5%
5%
5%
5%
6%
-%
*%
5%
b
a
Have not Contacted / Not Applicable (DO NOT READ
124
45
19
46
186
113
-
188
157
188
166
188
144
5
41
188
OUT)
48%
54%
35%
46%
48%
45%
-%
48%
48%
49%
48%
49%
48%
49%
48%
48%
a
Don't Know (DO NOT READ
21
4
*
1
22
16
-
24
18
21
21
21
20
*
4
24
OUT)
8%
4%
*%
1%
6%
6%
-%
6%
6%
5%
6%
5%
7%
5%
4%
6%
a
c
c
31
15
10
18
53
40
-
55
46
53
43
52
42
3
12
56
NET: Satisfied
12%
18%
18%
18%
14%
16%
-%
14%
14%
14%
12%
14%
14%
30%
15%
14%
53
16
21
31
90
65
-
88
76
90
83
88
70
1
19
90
NET: Dissatisfied
20%
20%
38%
31%
23%
26%
-%
22%
23%
23%
24%
23%
23%
12%
22%
23%
bc

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
*b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
5
119
1
389
81
165
16
374
100
290
275
39
75
390
Unweighted total
5
118
*
395
79
166
17
378
108
287
278
39
78
395
Weighted total
2
28
-
56
22
6
3
53
17
40
26
17
14
56
Very Dissatisfied
39%
24%
-%
14%
28%
4%
18%
14%
16%
14%
9%
42%
17%
14%
a
ac
*
14
-
33
10
10
3
31
8
26
20
1
12
33
Fairly Dissatisfied
10%
11%
-%
8%
12%
6%
15%
8%
7%
9%
7%
4%
16%
8%
c
Neither Satisfied Nor
*
14
-
36
9
17
*
36
8
28
24
2
10
36
Dissatisfied
5%
12%
-%
9%
11%
10%
3%
9%
8%
10%
8%
6%
13%
9%
-
4
-
39
7
19
-
39
3
36
24
5
9
39
Fairly Satisfied
-%
3%
-%
10%
9%
12%
-%
10%
3%
12%
9%
14%
12%
10%
b
-
3
-
18
1
9
*
17
5
12
14
1
2
18
Very Satisfied
-%
2%
-%
5%
1%
6%
3%
5%
5%
4%
5%
3%
3%
5%
Have not Contacted / Not Applicable (DO NOT READ
-
53
-
188
28
91
10
178
56
132
148
12
28
188
OUT)
-%
44%
-%
48%
35%
55%
58%
47%
52%
46%
53%
31%
36%
48%
b
ab
Don't Know (DO NOT READ
2
4
*
24
3
14
*
24
11
14
22
-
2
24
OUT)
46%
3%
100%
6%
4%
8%
3%
6%
10%
5%
8%
-%
3%
6%
-
6
-
56
8
28
*
56
8
48
38
7
11
56
NET: Satisfied
-%
5%
-%
14%
10%
17%
3%
15%
8%
17%
14%
17%
15%
14%
b
2
42
-
90
32
16
6
84
25
65
46
18
26
90
NET: Dissatisfied
49%
35%
-%
23%
40%
10%
34%
22%
23%
23%
17%
46%
33%
23%
a
c
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
87
88
103
112
390
Unweighted total
95
86
116
98
395
Weighted total
24
8
12
13
56
Very Dissatisfied
25%
9%
10%
13%
14%
abc
8
3
8
15
33
Fairly Dissatisfied
8%
4%
7%
15%
8%
c
Neither Satisfied Nor
2
8
13
13
36
Dissatisfied
2%
9%
11%
13%
9%
d
d
d
11
8
11
8
39
Fairly Satisfied
11%
10%
10%
9%
10%
2
3
5
7
18
Very Satisfied
2%
3%
5%
8%
5%
Have not Contacted / Not Applicable (DO NOT READ
45
53
59
31
188
OUT)
47%
62%
50%
32%
48%
a
ad
a
Don't Know (DO NOT READ
4
2
8
10
24
OUT)
4%
3%
7%
10%
6%
c
13
11
17
16
56
NET: Satisfied
13%
13%
14%
16%
14%
32
11
20
27
90
NET: Dissatisfied
33%
13%
17%
28%
23%
bc
c
Columns Tested: a,b,c,d

The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
*h
g
f
*e
*d
*c
b
*a
Significance Level: 95%
263
35
45
47
30
27
44
42
25
25
24
31
15
390
Unweighted total
349
12
16
19
32
48
59
55
24
20
33
51
25
395
Weighted total
7
*
-
*
1
-
2
-
-
*
2
-
2
8
Very Dissatisfied
2%
4%
-%
2%
4%
-%
3%
-%
-%
1%
6%
-%
7%
2%
9
*
*
1
-
2
*
-
-
-
2
5
-
11
Fairly Dissatisfied
2%
1%
3%
7%
-%
4%
*%
-%
-%
-%
5%
9%
-%
3%
Neither Satisfied Nor
36
*
1
3
1
4
4
14
3
3
*
5
2
41
Dissatisfied
10%
3%
9%
15%
5%
9%
6%
26%
11%
15%
*%
10%
7%
10%
giklm
60
2
1
3
2
11
13
9
8
3
4
8
2
67
Fairly Satisfied
17%
19%
4%
17%
5%
23%
22%
17%
35%
15%
11%
17%
8%
17%
k
k
k
46
2
3
2
5
2
11
9
4
4
4
5
2
52
Very Satisfied
13%
14%
19%
9%
16%
4%
19%
16%
17%
20%
12%
9%
7%
13%
Have not Contacted / Not Applicable (DO NOT READ
170
5
9
8
21
24
26
21
7
9
20
24
16
192
OUT)
49%
41%
60%
44%
66%
50%
44%
38%
31%
47%
60%
47%
64%
49%
f
fl
Don't Know (DO NOT READ
21
2
1
1
1
5
4
2
1
1
2
5
2
25
OUT)
6%
17%
4%
6%
4%
9%
6%
3%
6%
3%
5%
9%
7%
6%
fkm
106
4
4
5
7
13
24
18
12
7
8
13
4
118
NET: Satisfied
30%
34%
24%
26%
21%
27%
41%
33%
52%
35%
23%
25%
15%
30%
16
1
*
2
1
2
2
-
-
*
4
5
2
19
NET: Dissatisfied
4%
5%
3%
10%
4%
4%
3%
-%
-%
1%
11%
9%
7%
5%
f

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

|                          |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                       | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 65                       | 41        | 77                      | 207       | 35     | 355 | 101   | 289   | 108 | 11   | 14                    | 16         | 67         | 282             |
| 390                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 46                       | 32        | 75                      | 242       | 19     | 376 | 97    | 298   | 18  | 2    | 2                     | 3          | 11         | 377             |
| 395                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                        | 2         | 4                       | *         | -      | 8   | 2     | 6     | *   | -    | *                     | -          | *          | 8               |
| 8                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                       | 6%        | 5%                      | *%        | -%     | 2%  | 2%    | 2%    | 2%  | -%   | 8%                    | -%         | 1%         | 2%              |
| 2%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                        | *         | 1                       | 7         | *      | 11  | *     | 10    | 1   | *    | *                     | -          | -          | 10              |
| 11                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                       | 1%        | 1%                      | 3%        | 1%     | 3%  | *%    | 3%    | 3%  | 9%   | 19%                   | -%         | -%         | 3%              |
| 3%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10                       | 4         | 6                       | 20        | 2      | 39  | 11    | 30    | 2   | *    | -                     | *          | 1          | 39              |
| 41                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 21%                      | 14%       | 9%                      | 8%        | 9%     | 10% | 11%   | 10%   | 10% | 28%  | -%                    | 12%        | 10%        | 10%             |
| 10%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                        | 11        | 12                      | 34        | 2      | 64  | 19    | 48    | 4   | *    | 1                     | 1          | 2          | 63              |
| 67                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 21%                      | 35%       | 15%                     | 14%       | 12%    | 17% | 19%   | 16%   | 21% | 9%   | 32%                   | 32%        | 17%        | 17%             |
| 17%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                        | 1         | 11                      | 34        | 2      | 50  | 17    | 35    | 2   | *    | *                     | 1          | 1          | 50              |
| 52                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 13%                      | 2%        | 15%                     | 14%       | 11%    | 13% | 17%   | 12%   | 12% | 23%  | 8%                    | 18%        | 10%        | 13%             |
| 13%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| c                        | c         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Have not Contacted / Not |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Applicable (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                       | 11        | 36                      | 130       | 13     | 179 | 41    | 151   | 7   | *    | *                     | 1          | 6          | 185             |
| 192                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 33%                      | 34%       | 48%                     | 54%       | 66%    | 48% | 42%   | 51%   | 42% | 30%  | 16%                   | 24%        | 53%        | 49%             |
| 49%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                        | 3         | 5                       | 17        | -      | 25  | 7     | 18    | 2   | -    | *                     | *          | 1          | 23              |
| 25                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                       | 8%        | 6%                      | 7%        | -%     | 7%  | 7%    | 6%    | 10% | -%   | 16%                   | 14%        | 9%         | 6%              |
| 6%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                       | 12        | 23                      | 68        | 5      | 114 | 35    | 83    | 6   | 1    | 1                     | 1          | 3          | 113             |
| 118                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 33%                      | 37%       | 31%                     | 28%       | 23%    | 30% | 36%   | 28%   | 33% | 32%  | 40%                   | 50%        | 27%        | 30%             |
| 30%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                        | 2         | 5                       | 7         | *      | 18  | 3     | 16    | 1   | *    | 1                     | -          | *          | 18              |
| 19                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9%                       | 7%        | 6%                      | 3%        | 1%     | 5%  | 3%    | 5%    | 5%  | 9%   | 27%                   | -%         | 1%         | 5%              |
| 5%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
f
e
d
c
b
a
Significance Level: 95%
69
70
37
102
21
19
22
25
303
7
36
37
69
46
77
118
390
Unweighted total
72
63
41
95
18
20
14
28
316
3
12
29
67
56
87
141
395
Weighted total
4
3
4
3
-
-
*
2
6
-
-
*
4
-
2
2
8
Very Dissatisfied
5%
5%
9%
3%
-%
-%
4%
6%
2%
-%
-%
1%
5%
-%
3%
1%
2%
3
3
2
3
-
*
*
2
8
*
1
-
1
-
2
7
11
Fairly Dissatisfied
4%
4%
6%
3%
-%
1%
3%
6%
3%
12%
5%
-%
1%
-%
2%
5%
3%
Neither Satisfied Nor
11
5
4
12
6
2
4
2
27
*
2
7
7
1
9
15
41
Dissatisfied
15%
8%
9%
13%
33%
12%
26%
7%
9%
5%
16%
23%
11%
2%
10%
10%
10%
c
ac
9
10
5
14
5
6
3
6
47
2
2
6
17
9
14
16
67
Fairly Satisfied
13%
15%
13%
14%
27%
29%
21%
23%
15%
70%
18%
21%
26%
16%
16%
11%
17%
a
8
11
6
13
6
2
2
3
39
*
2
2
8
7
12
19
52
Very Satisfied
11%
17%
15%
13%
34%
9%
16%
11%
12%
8%
17%
8%
13%
13%
14%
14%
13%
Have not Contacted / Not Applicable (DO NOT READ
34
27
16
46
1
10
4
12
165
*
4
11
29
33
40
74
192
OUT)
47%
43%
38%
49%
7%
49%
28%
44%
52%
4%
35%
36%
44%
59%
47%
53%
49%
ef
Don't Know (DO NOT READ
4
5
4
4
-
*
*
*
24
-
1
3
*
5
7
8
25
OUT)
5%
7%
11%
4%
-%
1%
1%
2%
8%
-%
10%
10%
1%
10%
8%
6%
6%
d
d
d
d
17
20
11
26
11
8
5
9
86
2
4
9
26
16
26
35
118
NET: Satisfied
24%
32%
28%
28%
60%
38%
37%
34%
27%
79%
35%
29%
39%
29%
30%
25%
30%
6
6
6
6
-
*
1
4
14
*
1
*
4
-
4
9
19
NET: Dissatisfied
9%
9%
14%
7%
-%
1%
7%
13%
4%
12%
5%
1%
6%
-%
5%
6%
5%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
303
304
91
369
208
318
133
222
372
256
366
145
94
150
390
Unweighted total
293
301
69
368
199
324
108
214
370
243
364
139
86
169
395
Weighted total
6
6
1
6
6
4
6
8
6
6
6
1
7
1
8
Very Dissatisfied
2%
2%
1%
2%
3%
1%
6%
4%
2%
3%
2%
*%
8%
*%
2%
acf
ac
4
6
2
6
6
4
1
5
6
3
6
3
3
5
11
Fairly Dissatisfied
1%
2%
3%
2%
3%
1%
1%
3%
2%
1%
2%
2%
3%
3%
3%
Neither Satisfied Nor
32
32
10
38
25
35
9
26
37
25
37
20
8
13
41
Dissatisfied
11%
11%
14%
10%
13%
11%
8%
12%
10%
10%
10%
15%
9%
7%
10%
a
53
51
10
66
40
53
22
40
66
46
66
26
14
25
67
Fairly Satisfied
18%
17%
15%
18%
20%
16%
20%
19%
18%
19%
18%
19%
16%
15%
17%
36
37
8
48
34
41
15
37
47
32
46
22
10
20
52
Very Satisfied
12%
12%
12%
13%
17%
13%
14%
17%
13%
13%
13%
16%
12%
12%
13%
Have not Contacted / Not Applicable (DO NOT READ
142
148
34
179
77
163
50
89
182
113
178
56
44
92
192
OUT)
48%
49%
50%
49%
39%
50%
47%
42%
49%
47%
49%
40%
51%
55%
49%
a
d
c
Don't Know (DO NOT READ
21
21
3
25
11
23
5
9
25
17
25
11
1
14
25
OUT)
7%
7%
5%
7%
5%
7%
4%
4%
7%
7%
7%
8%
1%
8%
6%
b
b
89
88
19
113
74
94
37
77
114
78
111
48
24
45
118
NET: Satisfied
30%
29%
27%
31%
37%
29%
34%
36%
31%
32%
31%
35%
28%
27%
30%
10
12
3
13
12
8
8
13
13
10
13
4
10
5
19
NET: Dissatisfied
4%
4%
4%
3%
6%
3%
7%
6%
3%
4%
3%
3%
11%
3%
5%
f
f
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
255
80
55
119
385
260
-
388
324
385
353
383
288
10
95
390
Unweighted total
258
83
54
101
387
253
-
391
331
385
348
383
303
10
85
395
Weighted total
5
3
*
2
8
8
-
8
8
8
8
8
5
-
3
8
Very Dissatisfied
2%
3%
*%
2%
2%
3%
-%
2%
2%
2%
2%
2%
2%
-%
3%
2%
7
*
3
5
11
8
-
11
10
11
8
9
10
-
1
11
Fairly Dissatisfied
3%
1%
5%
5%
3%
3%
-%
3%
3%
3%
2%
2%
3%
-%
1%
3%
Neither Satisfied Nor
22
10
9
13
41
27
-
41
37
39
38
39
30
1
9
41
Dissatisfied
8%
12%
17%
13%
11%
11%
-%
10%
11%
10%
11%
10%
10%
12%
11%
10%
47
13
6
13
64
40
-
65
55
64
58
64
45
2
20
67
Fairly Satisfied
18%
16%
12%
13%
17%
16%
-%
17%
17%
17%
17%
17%
15%
17%
23%
17%
32
4
16
19
50
37
-
50
41
50
44
50
46
2
5
52
Very Satisfied
12%
4%
30%
19%
13%
15%
-%
13%
12%
13%
13%
13%
15%
17%
6%
13%
b
bc
a
Have not Contacted / Not Applicable (DO NOT READ
124
49
19
48
190
117
-
192
162
192
171
192
148
5
41
192
OUT)
48%
59%
35%
47%
49%
46%
-%
49%
49%
50%
49%
50%
49%
49%
48%
49%
a
Don't Know (DO NOT READ
21
4
*
1
23
16
-
25
18
21
21
21
19
*
6
25
OUT)
8%
5%
*%
1%
6%
6%
-%
6%
5%
6%
6%
6%
6%
5%
7%
6%
a
c
c
79
17
23
33
114
77
-
115
96
115
102
114
91
4
25
118
NET: Satisfied
31%
20%
42%
32%
30%
30%
-%
29%
29%
30%
29%
30%
30%
34%
29%
30%
b
12
3
3
7
19
16
-
19
18
19
16
16
15
-
4
19
NET: Dissatisfied
5%
4%
5%
7%
5%
6%
-%
5%
5%
5%
5%
4%
5%
-%
4%
5%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
*b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
5
119
1
389
81
165
16
374
100
290
275
39
75
390
Unweighted total
5
118
*
395
79
166
17
378
108
287
278
39
78
395
Weighted total
2
5
-
8
5
2
-
8
1
6
4
1
4
8
Very Dissatisfied
39%
4%
-%
2%
7%
1%
-%
2%
1%
2%
1%
2%
5%
2%
a
-
5
-
11
9
-
3
8
5
6
5
1
5
11
Fairly Dissatisfied
-%
5%
-%
3%
12%
-%
18%
2%
5%
2%
2%
2%
6%
3%
a
Neither Satisfied Nor
-
14
-
41
9
8
*
40
10
31
22
11
8
41
Dissatisfied
-%
12%
-%
10%
11%
5%
3%
11%
9%
11%
8%
29%
10%
10%
ac
*
18
-
67
17
25
3
64
9
58
41
7
18
67
Fairly Satisfied
3%
15%
-%
17%
22%
15%
15%
17%
8%
20%
15%
18%
23%
17%
b
1
15
-
52
5
26
*
51
16
36
31
7
13
52
Very Satisfied
13%
12%
-%
13%
6%
16%
3%
14%
15%
12%
11%
18%
17%
13%
b
Have not Contacted / Not Applicable (DO NOT READ
-
55
-
192
30
91
10
182
58
134
152
12
28
192
OUT)
-%
46%
-%
49%
38%
54%
58%
48%
53%
47%
55%
31%
36%
49%
b
ab
Don't Know (DO NOT READ
2
6
*
25
4
14
*
25
9
16
23
-
2
25
OUT)
46%
5%
100%
6%
5%
9%
3%
7%
9%
6%
8%
-%
3%
6%
1
33
-
118
22
51
3
115
25
93
73
14
32
118
NET: Satisfied
16%
28%
-%
30%
27%
31%
18%
30%
23%
33%
26%
36%
41%
30%
c
2
10
-
19
15
2
3
16
7
12
9
2
8
19
NET: Dissatisfied
39%
9%
-%
5%
18%
1%
18%
4%
6%
4%
3%
4%
10%
5%
a
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
87
88
103
112
390
Unweighted total
95
86
116
98
395
Weighted total
4
*
2
2
8
Very Dissatisfied
4%
*%
2%
2%
2%
7
2
-
2
11
Fairly Dissatisfied
7%
2%
-%
2%
3%
b
Neither Satisfied Nor
13
9
9
10
41
Dissatisfied
14%
11%
8%
10%
10%
15
9
22
21
67
Fairly Satisfied
16%
10%
19%
22%
17%
c
10
6
16
20
52
Very Satisfied
10%
7%
13%
21%
13%
cd
Have not Contacted / Not Applicable (DO NOT READ
47
55
58
32
192
OUT)
49%
64%
50%
33%
49%
a
ad
a
Don't Know (DO NOT READ
*
4
10
11
25
OUT)
1%
4%
9%
11%
6%
d
d
24
15
37
42
118
NET: Satisfied
25%
18%
32%
43%
30%
c
cd
11
2
2
4
19
NET: Dissatisfied
11%
3%
2%
4%
5%
bc
Columns Tested: a,b,c,d

## Qrm5. Summary. Thinking About Contacting Royal Mail With A Service Query, Request Or Complaint, And Your Experiences In The Last Six Months, Please Rate Royal Mail On The Following Aspects ... Base: All Respondents Who Have Experienced A Problem With Their Service From Royal Main In The Last 6 Months Aspects

| The staff being          | Ability to resolve   | Professionalism and handling   |
|--------------------------|----------------------|--------------------------------|
| polite and courteous     | my query             | of any query / complaint       |
| c                        | b                    | a                              |
| 390                      | 390                  | 390                            |
| 395                      | 395                  | 395                            |
| 8                        | 56                   | 32                             |
| 2%                       | 14%                  | 8%                             |
| ac                       |                      |                                |
| c                        |                      |                                |
| 11                       | 33                   | 40                             |
| 3%                       | 8%                   | 10%                            |
| c                        | c                    |                                |
| Neither Satisfied Nor    |                      |                                |
| 41                       | 36                   | 51                             |
| 10%                      | 9%                   | 13%                            |
| 67                       | 39                   | 38                             |
| 17%                      | 10%                  | 10%                            |
| ab                       |                      |                                |
| 52                       | 18                   | 22                             |
| 13%                      | 5%                   | 6%                             |
| ab                       |                      |                                |
| Have not Contacted / Not |                      |                                |
| Applicable (DO NOT READ  |                      |                                |
| 192                      | 188                  | 192                            |
| 49%                      | 48%                  | 49%                            |
| Don't Know (DO NOT READ  |                      |                                |
| 25                       | 24                   | 19                             |
| 6%                       | 6%                   | 5%                             |
| 118                      | 56                   | 61                             |
| 30%                      | 14%                  | 15%                            |
| ab                       |                      |                                |
| 19                       | 90                   | 72                             |
| 5%                       | 23%                  | 18%                            |
| c                        | c                    |                                |
| Columns Tested: a,b,c    |                      |                                |

Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
139
22
20
28
11
12
25
23
17
16
13
17
5
209
Unweighted total
179
7
6
11
11
22
33
36
17
11
15
27
7
203
Weighted total
28
1
1
1
1
4
2
4
3
*
4
7
4
32
Very Dissatisfied
16%
17%
19%
13%
12%
19%
5%
10%
17%
2%
27%
25%
49%
16%
34
1
-
5
1
6
7
7
*
4
-
5
2
40
Fairly Dissatisfied
19%
13%
-%
50%
14%
29%
22%
20%
1%
40%
-%
19%
25%
20%
Neither Satisfied Nor
46
2
2
2
*
6
6
11
5
2
9
6
-
51
Dissatisfied
26%
30%
32%
14%
2%
29%
17%
30%
33%
17%
60%
23%
-%
25%
34
*
2
2
4
2
8
7
6
1
*
4
*
38
Fairly Satisfied
19%
7%
32%
18%
37%
11%
23%
20%
39%
14%
1%
16%
2%
19%
21
1
1
-
3
-
7
5
1
3
2
-
-
22
Very Satisfied
12%
10%
9%
-%
24%
-%
22%
15%
9%
24%
13%
-%
-%
11%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
16
2
*
1
1
2
4
2
*
*
-
5
2
19
OUT)
9%
23%
8%
5%
12%
11%
11%
5%
1%
4%
-%
17%
25%
9%
55
1
3
2
7
2
15
13
8
4
2
4
*
61
NET: Satisfied
31%
17%
41%
18%
61%
11%
44%
35%
48%
38%
14%
16%
2%
30%
62
2
1
7
3
11
9
11
3
4
4
12
5
72
NET: Dissatisfied
35%
31%
19%
63%
25%
49%
28%
30%
18%
41%
27%
44%
74%
36%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

|                          |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        | b         | a                       | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                       | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                       | 27        | 41                      | 93        | 17     | 192 | 52    | 157   | 66  | 8    | 11                    | 12         | 35         | 143             |
| 209                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 31                       | 22        | 39                      | 112       | 7      | 196 | 52    | 151   | 11  | 1    | 2                     | 2          | 6          | 192             |
| 203                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                        | 9         | 7                       | 8         | *      | 32  | 12    | 20    | 2   | *    | *                     | *          | 1          | 30              |
| 32                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 27%                      | 41%       | 18%                     | 7%        | 4%     | 16% | 22%   | 14%   | 15% | 13%  | 15%                   | 12%        | 16%        | 16%             |
| 16%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                        | 5         | 3                       | 23        | 2      | 39  | 11    | 30    | 3   | *    | *                     | 1          | 1          | 38              |
| 40                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 28%                      | 25%       | 9%                      | 20%       | 24%    | 20% | 20%   | 20%   | 24% | 23%  | 23%                   | 34%        | 21%        | 20%             |
| 20%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                        | 5         | 8                       | 31        | 2      | 49  | 10    | 42    | 2   | *    | *                     | *          | 2          | 49              |
| 51                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 23%                      | 21%       | 22%                     | 28%       | 32%    | 25% | 18%   | 28%   | 20% | 17%  | 15%                   | 5%         | 28%        | 26%             |
| 25%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                        | 3         | 12                      | 22        | 2      | 36  | 10    | 28    | 2   | 1    | 1                     | 1          | *          | 36              |
| 38                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                       | 12%       | 31%                     | 19%       | 34%    | 18% | 19%   | 19%   | 20% | 46%  | 27%                   | 33%        | 7%         | 19%             |
| 19%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                        | -         | 3                       | 16        | *      | 22  | 6     | 16    | 1   | -    | -                     | -          | 1          | 22              |
| 22                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10%                      | -%        | 9%                      | 14%       | 6%     | 11% | 12%   | 11%   | 6%  | -%   | -%                    | -%         | 12%        | 11%             |
| 11%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Have not Contacted / Not |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Applicable (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                        | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                       | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                        | *         | 5                       | 13        | -      | 19  | 5     | 14    | 2   | -    | *                     | *          | 1          | 17              |
| 19                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                       | 2%        | 12%                     | 11%       | -%     | 10% | 9%    | 9%    | 15% | -%   | 20%                   | 16%        | 16%        | 9%              |
| 9%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                        | 3         | 15                      | 37        | 3      | 58  | 16    | 45    | 3   | 1    | 1                     | 1          | 1          | 58              |
| 61                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 18%                      | 12%       | 39%                     | 34%       | 41%    | 30% | 30%   | 30%   | 26% | 46%  | 27%                   | 33%        | 19%        | 30%             |
| 30%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 17                       | 14        | 10                      | 30        | 2      | 70  | 22    | 50    | 4   | *    | 1                     | 1          | 2          | 68              |
| 72                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 56%                      | 66%       | 27%                     | 27%       | 28%    | 36% | 42%   | 33%   | 39% | 36%  | 38%                   | 46%        | 37%        | 35%             |
| 36%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
d
*c
b
a
Significance Level: 95%
40
42
23
59
16
13
18
16
146
6
26
25
40
22
39
51
209
Unweighted total
41
36
26
51
16
10
10
15
151
3
8
19
37
23
46
67
203
Weighted total
11
8
9
10
7
2
2
2
19
*
2
4
6
2
5
13
32
Very Dissatisfied
26%
22%
34%
20%
40%
19%
25%
12%
13%
5%
30%
19%
15%
8%
11%
20%
16%
11
7
6
12
6
2
3
4
25
*
1
8
7
2
6
15
40
Fairly Dissatisfied
26%
20%
22%
24%
33%
24%
31%
27%
17%
13%
15%
41%
19%
9%
13%
23%
20%
Neither Satisfied Nor
10
6
2
14
1
4
2
4
40
2
1
3
12
5
12
17
51
Dissatisfied
25%
17%
8%
28%
7%
37%
22%
25%
27%
78%
10%
14%
31%
20%
27%
26%
25%
5
7
5
6
*
*
2
2
34
*
1
*
9
9
7
12
38
Fairly Satisfied
12%
19%
21%
13%
2%
1%
18%
13%
23%
4%
16%
1%
23%
37%
16%
18%
19%
4
3
2
5
3
2
*
3
14
-
1
2
4
1
9
6
22
Very Satisfied
10%
9%
7%
11%
19%
17%
5%
20%
9%
-%
17%
11%
10%
3%
19%
9%
11%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
*
5
2
3
-
*
-
*
18
-
1
3
1
5
7
2
19
OUT)
*%
13%
8%
5%
-%
2%
-%
3%
12%
-%
12%
13%
2%
23%
15%
3%
9%
b
d
9
10
7
12
3
2
2
5
48
*
3
2
12
9
16
18
61
NET: Satisfied
22%
28%
28%
23%
20%
19%
23%
33%
32%
4%
32%
11%
33%
40%
35%
28%
30%
21
15
14
22
12
4
5
6
44
*
4
12
13
4
11
29
72
NET: Dissatisfied
53%
42%
56%
44%
73%
42%
55%
39%
29%
18%
45%
61%
34%
17%
24%
43%
36%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
165
163
54
197
131
171
79
141
199
148
196
90
55
63
209
Unweighted total
151
153
37
188
125
159
58
129
188
133
186
85
45
72
203
Weighted total
19
19
5
25
24
21
11
23
24
19
24
14
8
10
32
Very Dissatisfied
13%
12%
14%
13%
19%
13%
19%
18%
13%
14%
13%
16%
18%
14%
16%
35
33
11
40
23
29
11
26
38
23
38
16
8
16
40
Fairly Dissatisfied
23%
21%
30%
21%
19%
18%
20%
20%
20%
17%
20%
19%
18%
22%
20%
Neither Satisfied Nor
37
42
8
48
28
42
16
27
49
36
48
27
8
17
51
Dissatisfied
25%
28%
21%
26%
22%
26%
28%
21%
26%
27%
26%
32%
17%
23%
25%
26
30
5
37
29
30
8
31
38
28
37
10
18
9
38
Fairly Satisfied
17%
19%
15%
19%
23%
19%
14%
24%
20%
21%
20%
12%
41%
12%
19%
ac
18
15
4
21
12
18
8
15
21
14
21
8
2
12
22
Very Satisfied
12%
10%
12%
11%
10%
12%
14%
12%
11%
10%
11%
10%
5%
17%
11%
b
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
16
15
3
18
8
18
3
7
19
14
19
10
1
8
19
OUT)
11%
10%
8%
10%
7%
12%
5%
5%
10%
11%
10%
12%
2%
11%
9%
d
b
b
44
45
10
57
41
48
16
46
59
42
57
18
20
21
61
NET: Satisfied
29%
29%
27%
30%
33%
30%
28%
36%
31%
31%
31%
21%
46%
29%
30%
c
54
51
16
64
48
50
23
49
61
42
61
30
16
26
72
NET: Dissatisfied
36%
33%
44%
34%
38%
32%
39%
38%
33%
31%
33%
35%
36%
36%
36%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
134
39
36
70
206
146
-
207
178
205
193
203
154
5
51
209
Unweighted total
130
38
35
55
199
140
-
199
172
196
181
193
155
5
44
203
Weighted total
13
9
10
11
32
27
-
32
29
32
32
30
24
-
8
32
Very Dissatisfied
10%
24%
27%
21%
16%
19%
-%
16%
17%
16%
18%
15%
16%
-%
18%
16%
c
c
28
5
7
13
40
24
-
40
34
40
36
40
28
1
11
40
Fairly Dissatisfied
22%
14%
20%
24%
20%
17%
-%
20%
20%
21%
20%
21%
18%
24%
25%
20%
Neither Satisfied Nor
36
10
5
10
51
37
-
49
46
49
47
49
37
-
14
51
Dissatisfied
28%
26%
14%
18%
26%
27%
-%
25%
27%
25%
26%
25%
24%
-%
33%
25%
19
12
8
11
36
22
-
37
29
36
32
36
31
2
5
38
Fairly Satisfied
14%
31%
22%
20%
18%
16%
-%
18%
17%
19%
18%
19%
20%
43%
12%
19%
c
16
*
6
9
21
18
-
22
19
21
17
21
21
1
1
22
Very Satisfied
13%
*%
17%
16%
10%
13%
-%
11%
11%
11%
9%
11%
14%
24%
3%
11%
b
b
a
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
17
2
-
1
19
13
-
19
15
17
17
17
14
*
4
19
OUT)
13%
5%
-%
1%
9%
9%
-%
9%
9%
9%
9%
9%
9%
9%
9%
9%
a
c
c
35
12
14
20
57
40
-
59
47
57
49
57
52
4
7
61
NET: Satisfied
27%
31%
39%
36%
29%
28%
-%
30%
28%
29%
27%
29%
33%
67%
16%
30%
a
41
14
17
25
72
51
-
72
64
72
68
70
52
1
19
72
NET: Dissatisfied
32%
37%
47%
45%
36%
36%
-%
36%
37%
37%
37%
36%
34%
24%
43%
36%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
*b
a
b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
5
69
1
208
54
81
8
201
52
157
132
27
50
209
Unweighted total
5
66
*
203
50
73
7
196
50
153
126
27
50
203
Weighted total
2
15
-
32
16
4
1
31
9
23
13
9
9
32
Very Dissatisfied
39%
23%
-%
16%
32%
6%
13%
16%
19%
15%
11%
35%
18%
16%
a
-
18
-
40
11
8
5
36
11
30
20
8
12
40
Fairly Dissatisfied
-%
27%
-%
20%
21%
11%
66%
18%
21%
19%
16%
30%
24%
20%
Neither Satisfied Nor
*
15
-
51
10
21
*
51
11
41
36
3
12
51
Dissatisfied
5%
23%
-%
25%
20%
28%
7%
26%
21%
27%
29%
10%
25%
25%
*
11
-
38
9
17
*
38
6
33
27
4
7
38
Fairly Satisfied
10%
17%
-%
19%
19%
23%
7%
19%
11%
21%
21%
16%
15%
19%
-
4
-
22
2
12
-
22
7
16
13
3
7
22
Very Satisfied
-%
6%
-%
11%
5%
16%
-%
11%
13%
10%
10%
10%
13%
11%
b
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
2
2
*
19
2
12
*
18
7
12
16
-
2
19
OUT)
46%
3%
100%
9%
3%
16%
7%
9%
13%
8%
13%
-%
5%
9%
b
*
15
-
61
12
29
*
60
12
49
40
7
14
61
NET: Satisfied
10%
23%
-%
30%
23%
39%
7%
31%
25%
32%
32%
25%
28%
30%
2
33
-
72
27
12
6
67
20
52
33
18
21
72
NET: Dissatisfied
39%
50%
-%
36%
53%
17%
80%
34%
41%
34%
26%
65%
43%
36%
a
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Professionalism and handling of any query / complaint (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
45
37
51
76
209
Unweighted total
51
31
56
66
203
Weighted total
11
3
8
10
32
Very Dissatisfied
22%
9%
14%
15%
16%
15
7
4
14
40
Fairly Dissatisfied
29%
24%
7%
21%
20%
b
b
b
Neither Satisfied Nor
12
9
16
14
51
Dissatisfied
23%
28%
30%
22%
25%
9
7
11
11
38
Fairly Satisfied
19%
24%
19%
17%
19%
3
2
10
7
22
Very Satisfied
6%
8%
18%
10%
11%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
*
2
6
10
19
OUT)
1%
7%
11%
16%
9%
d
d
13
10
21
18
61
NET: Satisfied
25%
31%
38%
27%
30%
26
10
12
24
72
NET: Dissatisfied
52%
33%
22%
36%
36%
b
Columns Tested: a,b,c,d

Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
141
22
20
28
11
13
25
23
17
16
13
17
6
211
Unweighted total
183
7
6
11
11
24
33
36
17
11
15
27
9
207
Weighted total
51
1
1
3
1
8
7
5
4
6
4
9
5
56
Very Dissatisfied
28%
19%
19%
28%
14%
35%
22%
15%
25%
53%
27%
34%
59%
27%
27
1
1
4
3
2
6
7
3
*
2
5
-
33
Fairly Dissatisfied
15%
17%
17%
37%
24%
9%
17%
20%
16%
2%
12%
18%
-%
16%
Neither Satisfied Nor
31
2
2
1
3
6
7
8
2
2
2
2
-
36
Dissatisfied
17%
23%
28%
12%
25%
27%
22%
21%
10%
17%
12%
8%
-%
17%
36
*
1
1
*
2
6
11
8
1
-
6
2
39
Fairly Satisfied
20%
7%
9%
13%
2%
9%
17%
30%
47%
14%
-%
23%
21%
19%
15
1
1
*
3
*
4
4
*
1
4
-
-
18
Very Satisfied
8%
10%
19%
4%
24%
1%
11%
10%
1%
12%
26%
-%
-%
9%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
22
2
*
1
1
5
4
2
*
*
4
5
2
24
OUT)
12%
24%
8%
5%
12%
19%
11%
5%
1%
2%
24%
17%
20%
12%
52
1
2
2
3
2
9
14
8
3
4
6
2
56
NET: Satisfied
28%
17%
28%
18%
25%
10%
27%
40%
48%
26%
26%
23%
21%
27%
78
2
2
7
4
11
13
13
7
6
6
14
5
90
NET: Dissatisfied
43%
36%
36%
65%
37%
44%
39%
35%
40%
55%
39%
52%
59%
43%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

|                          |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        | b         | a                       | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                       | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                       | 27        | 41                      | 95        | 17     | 194 | 54    | 157   | 66  | 8    | 11                    | 12         | 35         | 145             |
| 211                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 31                       | 22        | 39                      | 116       | 7      | 200 | 56    | 151   | 11  | 1    | 2                     | 2          | 6          | 196             |
| 207                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 16                       | 10        | 10                      | 20        | 2      | 55  | 17    | 40    | 3   | *    | *                     | 1          | 1          | 54              |
| 56                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 53%                      | 45%       | 26%                     | 18%       | 26%    | 27% | 29%   | 27%   | 27% | 26%  | 15%                   | 37%        | 27%        | 27%             |
| 27%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                        | 3         | 5                       | 20        | *      | 33  | 6     | 27    | 2   | *    | *                     | *          | 1          | 32              |
| 33                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 17%                      | 15%       | 13%                     | 17%       | 6%     | 17% | 11%   | 18%   | 17% | 27%  | 23%                   | 12%        | 15%        | 16%             |
| 16%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                        | 4         | 9                       | 20        | 2      | 34  | 11    | 25    | 2   | *    | *                     | *          | 1          | 34              |
| 36                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9%                       | 19%       | 23%                     | 17%       | 31%    | 17% | 19%   | 17%   | 23% | 13%  | 25%                   | 20%        | 26%        | 17%             |
| 17%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                        | 4         | 8                       | 25        | 2      | 37  | 10    | 29    | 1   | *    | 1                     | -          | *          | 38              |
| 39                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                       | 17%       | 22%                     | 22%       | 28%    | 18% | 17%   | 19%   | 7%  | 10%  | 27%                   | -%         | 3%         | 19%             |
| 19%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        | d         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bf                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                        | *         | 2                       | 12        | 1      | 17  | 6     | 12    | 1   | *    | -                     | *          | 1          | 17              |
| 18                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                      | 2%        | 4%                      | 10%       | 8%     | 9%  | 11%   | 8%    | 12% | 23%  | -%                    | 16%        | 12%        | 8%              |
| 9%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Have not Contacted / Not |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Applicable (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                        | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                       | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                        | *         | 5                       | 18        | -      | 24  | 7     | 17    | 2   | -    | *                     | *          | 1          | 23              |
| 24                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                       | 2%        | 12%                     | 16%       | -%     | 12% | 13%   | 12%   | 14% | -%   | 10%                   | 16%        | 18%        | 12%             |
| 12%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                        | 4         | 10                      | 37        | 3      | 54  | 16    | 41    | 2   | *    | 1                     | *          | 1          | 54              |
| 56                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 18%                      | 19%       | 26%                     | 32%       | 37%    | 27% | 28%   | 27%   | 19% | 33%  | 27%                   | 16%        | 15%        | 28%             |
| 27%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 21                       | 13        | 15                      | 40        | 2      | 88  | 23    | 67    | 5   | 1    | 1                     | 1          | 2          | 85              |
| 90                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 70%                      | 60%       | 39%                     | 35%       | 33%    | 44% | 40%   | 45%   | 44% | 54%  | 38%                   | 49%        | 42%        | 43%             |
| 43%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
d
*c
b
a
Significance Level: 95%
40
42
23
59
16
13
18
16
148
6
26
25
40
22
39
53
211
Unweighted total
41
36
26
51
16
10
10
15
155
3
8
19
37
23
46
70
207
Weighted total
18
14
12
20
10
2
5
6
34
*
3
11
7
4
7
24
56
Very Dissatisfied
45%
38%
45%
39%
58%
21%
47%
38%
22%
5%
38%
59%
20%
16%
14%
34%
27%
b
10
5
7
8
3
*
2
2
26
*
2
*
7
5
8
12
33
Fairly Dissatisfied
24%
14%
27%
15%
20%
4%
22%
12%
17%
13%
20%
2%
19%
20%
17%
16%
16%
Neither Satisfied Nor
6
9
2
12
*
4
2
*
30
*
*
3
11
3
8
10
36
Dissatisfied
14%
24%
7%
24%
2%
36%
23%
2%
19%
8%
5%
14%
30%
14%
17%
15%
17%
3
4
1
6
3
2
*
3
30
-
2
2
9
5
9
12
39
Fairly Satisfied
8%
11%
5%
11%
20%
19%
2%
21%
19%
-%
23%
9%
23%
21%
20%
17%
19%
2
*
2
1
-
2
1
4
12
2
*
*
2
1
7
4
18
Very Satisfied
6%
1%
7%
2%
-%
17%
6%
23%
8%
73%
4%
2%
6%
5%
16%
6%
9%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
2
5
2
4
*
*
-
*
24
-
1
3
1
5
7
8
24
OUT)
5%
13%
8%
9%
1%
2%
-%
3%
15%
-%
10%
13%
2%
23%
15%
11%
12%
d
5
4
3
6
3
4
1
7
42
2
2
2
11
6
17
17
56
NET: Satisfied
13%
12%
12%
13%
20%
36%
8%
44%
27%
73%
27%
11%
29%
26%
36%
23%
27%
28
18
18
28
13
3
7
8
60
*
5
12
14
8
15
36
90
NET: Dissatisfied
68%
52%
72%
55%
78%
26%
69%
51%
39%
18%
58%
61%
38%
36%
32%
51%
43%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
166
165
54
199
131
173
79
141
201
148
198
90
55
65
211
Unweighted total
153
157
37
192
125
163
58
129
192
133
190
85
45
76
207
Weighted total
37
41
11
49
43
35
15
44
46
34
46
21
14
21
56
Very Dissatisfied
24%
26%
30%
25%
35%
22%
25%
34%
24%
26%
24%
25%
32%
28%
27%
acf
26
30
11
33
20
29
9
18
33
21
33
16
8
10
33
Fairly Dissatisfied
17%
19%
29%
17%
16%
18%
16%
14%
17%
16%
17%
18%
18%
13%
16%
ab
Neither Satisfied Nor
28
29
4
34
18
32
14
21
34
26
34
20
8
8
36
Dissatisfied
18%
19%
11%
18%
15%
19%
24%
16%
18%
20%
18%
23%
19%
10%
17%
a
29
25
6
36
20
29
11
23
38
22
36
9
11
18
39
Fairly Satisfied
19%
16%
17%
19%
16%
18%
18%
18%
20%
17%
19%
10%
24%
23%
19%
c
c
13
12
2
16
12
15
7
14
16
11
16
8
3
7
18
Very Satisfied
8%
8%
5%
8%
9%
9%
12%
11%
8%
8%
8%
9%
6%
10%
9%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
20
21
3
24
12
22
3
8
24
18
24
12
1
12
24
OUT)
13%
13%
8%
13%
10%
14%
5%
7%
13%
13%
13%
14%
1%
16%
12%
de
e
b
b
42
37
8
52
32
44
17
37
54
33
52
17
13
25
56
NET: Satisfied
27%
24%
21%
27%
26%
27%
30%
29%
28%
25%
28%
20%
30%
33%
27%
63
70
22
82
63
64
24
62
79
56
79
37
22
31
90
NET: Dissatisfied
41%
45%
60%
42%
50%
40%
41%
48%
41%
42%
41%
43%
50%
41%
43%
b

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
136
39
36
70
207
146
-
209
179
206
193
204
156
5
51
211
Unweighted total
134
38
35
55
201
140
-
203
174
197
181
195
159
5
44
207
Weighted total
30
12
14
21
56
45
-
56
52
56
54
54
43
1
12
56
Very Dissatisfied
23%
32%
39%
37%
28%
32%
-%
28%
30%
29%
30%
28%
27%
24%
28%
27%
c
22
4
7
11
33
21
-
31
24
33
29
33
27
-
6
33
Fairly Dissatisfied
17%
10%
20%
20%
17%
15%
-%
15%
14%
17%
16%
17%
17%
-%
15%
16%
Neither Satisfied Nor
29
3
4
5
36
19
-
36
33
34
34
34
27
*
9
36
Dissatisfied
22%
8%
12%
9%
18%
14%
-%
18%
19%
17%
19%
18%
17%
9%
20%
17%
15
15
8
12
35
22
-
37
30
35
27
34
25
3
12
39
Fairly Satisfied
11%
39%
24%
22%
17%
16%
-%
18%
17%
18%
15%
18%
16%
58%
28%
19%
c
16
*
2
6
18
17
-
18
17
18
16
18
18
-
*
18
Very Satisfied
12%
1%
4%
11%
9%
12%
-%
9%
9%
9%
9%
9%
11%
-%
1%
9%
b
a
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
21
4
*
1
22
16
-
24
18
21
21
21
20
*
4
24
OUT)
16%
9%
*%
2%
11%
11%
-%
12%
10%
10%
11%
11%
13%
9%
9%
12%
a
c
c
31
15
10
18
53
40
-
55
46
53
43
52
42
3
12
56
NET: Satisfied
23%
40%
28%
33%
26%
28%
-%
27%
27%
27%
24%
27%
27%
58%
28%
27%
c
53
16
21
31
90
65
-
88
76
90
83
88
70
1
19
90
NET: Dissatisfied
40%
43%
59%
57%
45%
47%
-%
43%
44%
46%
46%
45%
44%
24%
43%
43%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
*b
a
b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
5
69
1
210
55
82
8
203
53
158
134
27
50
211
Unweighted total
5
66
*
207
52
76
7
200
52
155
130
27
50
207
Weighted total
2
28
-
56
22
6
3
53
17
40
26
17
14
56
Very Dissatisfied
39%
43%
-%
27%
43%
8%
43%
27%
32%
26%
20%
61%
27%
27%
a
*
14
-
33
10
10
3
31
8
26
20
1
12
33
Fairly Dissatisfied
10%
21%
-%
16%
19%
13%
37%
15%
15%
17%
15%
5%
25%
16%
Neither Satisfied Nor
*
14
-
36
9
17
*
36
8
28
24
2
10
36
Dissatisfied
5%
21%
-%
17%
17%
23%
7%
18%
16%
18%
18%
9%
21%
17%
-
4
-
39
7
19
-
39
3
36
24
5
9
39
Fairly Satisfied
-%
6%
-%
19%
13%
25%
-%
19%
6%
23%
18%
20%
19%
19%
b
-
3
-
18
1
9
*
17
5
12
14
1
2
18
Very Satisfied
-%
4%
-%
9%
2%
12%
7%
9%
10%
8%
11%
5%
4%
9%
b
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
2
4
*
24
3
14
*
24
11
14
22
-
2
24
OUT)
46%
6%
100%
12%
6%
19%
7%
12%
21%
9%
17%
-%
5%
12%
b
a
a
-
6
-
56
8
28
*
56
8
48
38
7
11
56
NET: Satisfied
-%
10%
-%
27%
15%
38%
7%
28%
16%
31%
30%
25%
23%
27%
b
b
2
42
-
90
32
16
6
84
25
65
46
18
26
90
NET: Dissatisfied
49%
63%
-%
44%
62%
21%
80%
42%
47%
42%
35%
67%
52%
43%
a
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Ability to resolve my query (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
45
38
52
76
211
Unweighted total
51
33
58
66
207
Weighted total
24
8
12
13
56
Very Dissatisfied
47%
25%
21%
19%
27%
abc
8
3
8
15
33
Fairly Dissatisfied
16%
9%
13%
22%
16%
Neither Satisfied Nor
2
8
13
13
36
Dissatisfied
4%
25%
23%
19%
17%
d
d
d
11
8
11
8
39
Fairly Satisfied
21%
26%
20%
13%
19%
2
3
5
7
18
Very Satisfied
4%
9%
9%
11%
9%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
4
2
8
10
24
OUT)
8%
7%
14%
15%
12%
13
11
17
16
56
NET: Satisfied
25%
34%
29%
24%
27%
32
11
20
27
90
NET: Dissatisfied
63%
34%
34%
41%
43%
abc
Columns Tested: a,b,c,d

The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
137
22
20
28
11
13
24
22
16
16
12
17
6
207
Unweighted total
179
7
6
11
11
24
33
34
16
11
13
27
9
203
Weighted total
7
*
-
*
1
-
2
-
-
*
2
-
2
8
Very Dissatisfied
4%
7%
-%
4%
12%
-%
5%
-%
-%
2%
15%
-%
20%
4%
9
*
*
1
-
2
*
-
-
-
2
5
-
11
Fairly Dissatisfied
5%
2%
8%
13%
-%
9%
*%
-%
-%
-%
14%
17%
-%
5%
Neither Satisfied Nor
36
*
1
3
1
4
4
14
3
3
*
5
2
41
Dissatisfied
20%
5%
23%
27%
14%
18%
11%
42%
16%
28%
1%
18%
20%
20%
60
2
1
3
2
11
13
9
8
3
4
8
2
67
Fairly Satisfied
34%
33%
11%
31%
15%
46%
39%
27%
51%
28%
28%
31%
21%
33%
46
2
3
2
5
2
11
9
4
4
4
5
2
52
Very Satisfied
25%
24%
49%
15%
47%
9%
33%
26%
24%
38%
29%
17%
20%
26%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
21
2
1
1
1
5
4
2
1
1
2
5
2
25
OUT)
12%
30%
9%
10%
12%
19%
11%
5%
9%
5%
14%
17%
20%
12%
106
4
4
5
7
13
24
18
12
7
8
13
4
118
NET: Satisfied
59%
57%
60%
46%
63%
54%
73%
53%
75%
65%
57%
48%
41%
58%
16
1
*
2
1
2
2
-
-
*
4
5
2
19
NET: Dissatisfied
9%
9%
8%
18%
12%
9%
6%
-%
-%
2%
28%
17%
20%
9%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | a                       | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                                                | 26        | 41                      | 92        | 15     | 192 | 53    | 154   | 64  | 8    | 11                    | 12         | 33         | 143             |
| 207                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 31                                                | 21        | 39                      | 112       | 7      | 196 | 56    | 147   | 10  | 1    | 2                     | 2          | 5          | 193             |
| 203                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 4                       | *         | -      | 8   | 2     | 6     | *   | -    | *                     | -          | *          | 8               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | 8%        | 10%                     | *%        | -%     | 4%  | 4%    | 4%    | 3%  | -%   | 10%                   | -%         | 3%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 1                       | 7         | *      | 11  | *     | 10    | 1   | *    | *                     | -          | -          | 10              |
| 11                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | 2%        | 2%                      | 6%        | 2%     | 5%  | 1%    | 7%    | 6%  | 13%  | 23%                   | -%         | -%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10                                                | 4         | 6                       | 20        | 2      | 39  | 11    | 30    | 2   | *    | -                     | *          | 1          | 39              |
| 41                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 32%                                               | 21%       | 17%                     | 18%       | 28%    | 20% | 19%   | 20%   | 18% | 41%  | -%                    | 16%        | 21%        | 20%             |
| 20%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                                                 | 11        | 12                      | 34        | 2      | 64  | 19    | 48    | 4   | *    | 1                     | 1          | 2          | 63              |
| 67                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 31%                                               | 54%       | 30%                     | 30%       | 36%    | 33% | 33%   | 33%   | 35% | 13%  | 38%                   | 42%        | 36%        | 33%             |
| 33%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 1         | 11                      | 34        | 2      | 50  | 17    | 35    | 2   | *    | *                     | 1          | 1          | 50              |
| 52                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 19%                                               | 3%        | 29%                     | 30%       | 33%    | 25% | 30%   | 24%   | 21% | 33%  | 10%                   | 24%        | 22%        | 26%             |
| 26%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Have not Contacted / Not                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Applicable (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 3         | 5                       | 17        | -      | 25  | 7     | 18    | 2   | -    | *                     | *          | 1          | 23              |
| 25                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 12%       | 12%                     | 15%       | -%     | 13% | 12%   | 12%   | 17% | -%   | 20%                   | 18%        | 19%        | 12%             |
| 12%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                                                | 12        | 23                      | 68        | 5      | 114 | 35    | 83    | 6   | 1    | 1                     | 1          | 3          | 113             |
| 118                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 50%                                               | 56%       | 59%                     | 61%       | 70%    | 58% | 63%   | 57%   | 56% | 46%  | 48%                   | 66%        | 58%        | 58%             |
| 58%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 2         | 5                       | 7         | *      | 18  | 3     | 16    | 1   | *    | 1                     | -          | *          | 18              |
| 19                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14%                                               | 11%       | 12%                     | 7%        | 2%     | 9%  | 5%    | 11%   | 9%  | 13%  | 32%                   | -%         | 3%         | 9%              |
| 9%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
d
*c
b
a
Significance Level: 95%
38
42
23
57
16
13
18
16
144
6
26
24
40
21
39
51
207
Unweighted total
38
36
26
49
16
10
10
15
151
3
8
19
37
23
46
67
203
Weighted total
4
3
4
3
-
-
*
2
6
-
-
*
4
-
2
2
8
Very Dissatisfied
9%
9%
14%
6%
-%
-%
5%
12%
4%
-%
-%
2%
10%
-%
5%
3%
4%
3
3
2
3
-
*
*
2
8
*
1
-
1
-
2
7
11
Fairly Dissatisfied
7%
7%
9%
6%
-%
1%
5%
12%
5%
13%
8%
-%
2%
-%
4%
11%
5%
Neither Satisfied Nor
11
5
4
12
6
2
4
2
27
*
2
7
7
1
9
15
41
Dissatisfied
28%
15%
15%
25%
35%
24%
37%
12%
18%
5%
24%
36%
19%
6%
19%
22%
20%
9
10
5
14
5
6
3
6
47
2
2
6
17
9
14
16
67
Fairly Satisfied
24%
27%
21%
28%
29%
56%
29%
42%
31%
73%
27%
33%
46%
39%
30%
24%
33%
a
8
11
6
13
6
2
2
3
39
*
2
2
8
7
12
19
52
Very Satisfied
21%
30%
23%
26%
36%
17%
23%
20%
26%
8%
26%
13%
22%
32%
27%
29%
26%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
4
5
4
4
-
*
*
*
24
-
1
3
*
5
7
8
25
OUT)
10%
13%
17%
8%
-%
2%
2%
3%
16%
-%
15%
16%
1%
23%
15%
12%
12%
d
17
20
11
26
11
8
5
9
86
2
4
9
26
16
26
35
118
NET: Satisfied
46%
57%
45%
54%
65%
73%
52%
62%
57%
82%
53%
46%
69%
71%
57%
52%
58%
6
6
6
6
-
*
1
4
14
*
1
*
4
-
4
9
19
NET: Dissatisfied
17%
16%
23%
13%
-%
1%
10%
23%
9%
13%
8%
2%
11%
-%
9%
14%
9%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
164
161
53
195
129
170
79
138
197
144
194
88
52
66
207
Unweighted total
151
153
35
188
121
160
58
125
188
129
186
83
42
77
203
Weighted total
6
6
1
6
6
4
6
8
6
6
6
1
7
1
8
Very Dissatisfied
4%
4%
2%
3%
5%
3%
11%
6%
3%
5%
3%
1%
16%
1%
4%
acf
ac
4
6
2
6
6
4
1
5
6
3
6
3
3
5
11
Fairly Dissatisfied
3%
4%
6%
3%
5%
3%
2%
4%
3%
3%
3%
4%
7%
6%
5%
Neither Satisfied Nor
32
32
10
38
25
35
9
26
37
25
37
20
8
13
41
Dissatisfied
21%
21%
28%
20%
21%
22%
15%
21%
20%
20%
20%
25%
18%
17%
20%
53
51
10
66
40
53
22
40
66
46
66
26
14
25
67
Fairly Satisfied
35%
33%
30%
35%
33%
33%
38%
32%
35%
35%
35%
32%
33%
33%
33%
36
37
8
48
34
41
15
37
47
32
46
22
10
20
52
Very Satisfied
24%
24%
24%
25%
28%
26%
26%
30%
25%
25%
25%
27%
24%
26%
26%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
21
21
3
25
11
23
5
9
25
17
25
11
1
14
25
OUT)
14%
14%
10%
13%
9%
15%
8%
7%
13%
13%
13%
13%
2%
18%
12%
d
b
b
89
88
19
113
74
94
37
77
114
78
111
48
24
45
118
NET: Satisfied
58%
57%
54%
60%
61%
59%
64%
62%
60%
60%
60%
58%
57%
59%
58%
10
12
3
13
12
8
8
13
13
10
13
4
10
5
19
NET: Dissatisfied
7%
8%
8%
7%
10%
5%
13%
11%
7%
7%
7%
4%
23%
7%
9%
f
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
135
36
36
69
203
141
-
205
174
202
188
200
152
5
51
207
Unweighted total
134
34
35
53
197
135
-
199
169
193
177
191
155
5
44
203
Weighted total
5
3
*
2
8
8
-
8
8
8
8
8
5
-
3
8
Very Dissatisfied
4%
8%
1%
5%
4%
6%
-%
4%
5%
4%
5%
4%
3%
-%
6%
4%
7
*
3
5
11
8
-
11
10
11
8
9
10
-
1
11
Fairly Dissatisfied
6%
1%
8%
9%
5%
6%
-%
5%
6%
6%
5%
4%
6%
-%
2%
5%
Neither Satisfied Nor
22
10
9
13
41
27
-
41
37
39
38
39
30
1
9
41
Dissatisfied
16%
29%
26%
24%
21%
20%
-%
21%
22%
20%
21%
20%
20%
24%
21%
20%
47
13
6
13
64
40
-
65
55
64
58
64
45
2
20
67
Fairly Satisfied
35%
38%
18%
25%
33%
30%
-%
33%
33%
33%
33%
34%
29%
34%
45%
33%
c
32
4
16
19
50
37
-
50
41
50
44
50
46
2
5
52
Very Satisfied
24%
11%
47%
36%
25%
27%
-%
25%
24%
26%
25%
26%
30%
33%
12%
26%
bc
a
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
21
4
*
1
23
16
-
25
18
21
21
21
19
*
6
25
OUT)
15%
12%
1%
1%
12%
12%
-%
13%
11%
11%
12%
11%
12%
9%
13%
12%
a
a
c
c
79
17
23
33
114
77
-
115
96
115
102
114
91
4
25
118
NET: Satisfied
59%
49%
65%
61%
58%
57%
-%
58%
57%
59%
58%
60%
59%
67%
57%
58%
12
3
3
7
19
16
-
19
18
19
16
16
15
-
4
19
NET: Dissatisfied
9%
9%
8%
14%
9%
12%
-%
9%
11%
10%
9%
9%
10%
-%
9%
9%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
*b
a
b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
5
67
1
206
53
82
8
199
53
154
130
27
50
207
Unweighted total
5
63
*
203
49
76
7
196
50
153
126
27
50
203
Weighted total
2
5
-
8
5
2
-
8
1
6
4
1
4
8
Very Dissatisfied
39%
8%
-%
4%
11%
2%
-%
4%
3%
4%
3%
2%
7%
4%
a
-
5
-
11
9
-
3
8
5
6
5
1
5
11
Fairly Dissatisfied
-%
8%
-%
5%
19%
-%
43%
4%
10%
4%
4%
3%
9%
5%
a
Neither Satisfied Nor
-
14
-
41
9
8
*
40
10
31
22
11
8
41
Dissatisfied
-%
22%
-%
20%
18%
11%
7%
21%
19%
20%
17%
42%
16%
20%
*
18
-
67
17
25
3
64
9
58
41
7
18
67
Fairly Satisfied
3%
29%
-%
33%
35%
33%
37%
33%
18%
38%
33%
26%
36%
33%
b
1
15
-
52
5
26
*
51
16
36
31
7
13
52
Very Satisfied
13%
23%
-%
26%
9%
35%
7%
26%
32%
23%
25%
26%
27%
26%
b
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
2
6
*
25
4
14
*
25
9
16
23
-
2
25
OUT)
46%
9%
100%
12%
8%
19%
7%
13%
18%
10%
18%
-%
5%
12%
a
1
33
-
118
22
51
3
115
25
93
73
14
32
118
NET: Satisfied
16%
52%
-%
58%
44%
68%
43%
59%
50%
61%
58%
53%
63%
58%
b
2
10
-
19
15
2
3
16
7
12
9
2
8
19
NET: Dissatisfied
39%
16%
-%
9%
30%
2%
43%
8%
13%
8%
7%
6%
16%
9%
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b The staff being polite and courteous (QRM5. Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects using a 5 point scale were 1 is very dissatisfied and 5 is very satisfied:)
Base: All respondents who have experienced a problem with their service from Royal Main in the last 6 months excluding have not contacted / not applicable

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
44
37
52
74
207
Unweighted total
49
31
58
65
203
Weighted total
4
*
2
2
8
Very Dissatisfied
8%
1%
3%
3%
4%
7
2
-
2
11
Fairly Dissatisfied
13%
7%
-%
3%
5%
ab
Neither Satisfied Nor
13
9
9
10
41
Dissatisfied
28%
29%
15%
15%
20%
15
9
22
21
67
Fairly Satisfied
30%
29%
37%
32%
33%
10
6
16
20
52
Very Satisfied
19%
21%
27%
31%
26%
Have not Contacted / Not Applicable (DO NOT READ
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
Don't Know (DO NOT READ
*
4
10
11
25
OUT)
1%
13%
18%
16%
12%
d
d
d
24
15
37
42
118
NET: Satisfied
50%
50%
64%
63%
58%
11
2
2
4
19
NET: Dissatisfied
22%
8%
3%
6%
9%
ab
Columns Tested: a,b,c,d

## Qrm5. Summary. Thinking About Contacting Royal Mail With A Service Query, Request Or Complaint, And Your Experiences In The Last Six Months, Please Rate Royal Mail On The Following Aspects ... Base: All Respondents Who Have Experienced A Problem With Their Service From Royal Main In The Last 6 Months Excluding Have Not Contacted / Not Applicable Aspects

| The staff being          | Ability to resolve   | Professionalism and handling   |
|--------------------------|----------------------|--------------------------------|
| polite and courteous     | my query             | of any query / complaint       |
| c                        | b                    | a                              |
| 207                      | 211                  | 209                            |
| 203                      | 207                  | 203                            |
| 8                        | 56                   | 32                             |
| 4%                       | 27%                  | 16%                            |
| ac                       |                      |                                |
| c                        |                      |                                |
| 11                       | 33                   | 40                             |
| 5%                       | 16%                  | 20%                            |
| c                        | c                    |                                |
| Neither Satisfied Nor    |                      |                                |
| 41                       | 36                   | 51                             |
| 20%                      | 17%                  | 25%                            |
| 67                       | 39                   | 38                             |
| 33%                      | 19%                  | 19%                            |
| ab                       |                      |                                |
| 52                       | 18                   | 22                             |
| 26%                      | 9%                   | 11%                            |
| ab                       |                      |                                |
| Have not Contacted / Not |                      |                                |
| Applicable (DO NOT READ  |                      |                                |
| -                        | -                    | -                              |
| -%                       | -%                   | -%                             |
| Don't Know (DO NOT READ  |                      |                                |
| 25                       | 24                   | 19                             |
| 12%                      | 12%                  | 9%                             |
| 118                      | 56                   | 61                             |
| 58%                      | 27%                  | 30%                            |
| ab                       |                      |                                |
| 19                       | 90                   | 72                             |
| 9%                       | 43%                  | 36%                            |
| c                        | c                    |                                |
| Columns Tested: a,b,c    |                      |                                |

The quality of the mail services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
464
92
105
103
35
62
52
86
55
52
39
48
35
764
Unweighted total
657
37
45
43
37
112
82
116
58
53
63
84
53
783
Weighted total
4
-
*
-
-
-
2
2
-
-
*
*
-
5
Very low
1%
-%
1%
-%
-%
-%
2%
2%
-%
-%
*%
*%
-%
1%
24
2
1
2
*
6
4
2
3
1
2
4
2
29
Quite low
4%
5%
3%
4%
1%
6%
4%
2%
4%
2%
3%
5%
3%
4%
126
5
7
5
7
14
13
28
14
12
16
11
11
143
Neither low nor high
19%
13%
16%
12%
18%
13%
16%
24%
23%
23%
25%
13%
21%
18%
j
j
312
17
18
20
24
56
42
55
28
25
30
32
20
368
Quite high
48%
44%
40%
47%
66%
51%
51%
47%
49%
47%
48%
38%
38%
47%
abklm
189
14
18
16
6
35
22
30
14
15
13
37
20
237
Very high
29%
37%
39%
36%
15%
31%
27%
25%
23%
28%
20%
44%
38%
30%
i
cefim
i
cefim
i
Don't Know (DO NOT READ
2
-
-
-
-
-
-
-
-
-
2
-
-
2
OUT)
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
3%
-%
-%
*%
m
502
30
36
36
30
91
63
84
42
39
43
68
40
604
NET: High
76%
81%
79%
84%
81%
82%
78%
73%
72%
74%
68%
82%
76%
77%
c
28
2
2
2
*
6
5
4
3
1
2
5
2
34
NET: Low
4%
5%
4%
4%
1%
6%
7%
3%
4%
2%
3%
5%
3%
4%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

The quality of the mail services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 69                                                | 45        | 131                     | 519       | 65     | 699 | 275   | 489   | 144 | 26   | 16                    | 22         | 80         | 620             |
| 764                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                                                | 37        | 124                     | 573       | 33     | 750 | 241   | 542   | 24  | 4    | 3                     | 4          | 14         | 758             |
| 783                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | *         | *                       | -         | *      | 5   | *     | 4     | 1   | *    | -                     | -          | *          | 4               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very low                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | 1%        | *%                      | -%        | *%     | 1%  | *%    | 1%    | 3%  | 4%   | -%                    | -%         | 3%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | 1         | 5                       | 17        | *      | 29  | 8     | 21    | *   | *    | *                     | -          | -          | 29              |
| 29                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Quite low                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                                               | 3%        | 4%                      | 3%        | *%     | 4%  | 3%    | 4%    | 1%  | 3%   | 7%                    | -%         | -%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 16                                                | 10        | 24                      | 92        | 8      | 135 | 37    | 106   | 6   | 1    | 1                     | 1          | 4          | 137             |
| 143                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither low nor high                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 34%                                               | 26%       | 20%                     | 16%       | 25%    | 18% | 15%   | 20%   | 26% | 26%  | 20%                   | 31%        | 26%        | 18%             |
| 18%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 17                                                | 15        | 52                      | 283       | 10     | 358 | 112   | 255   | 10  | 1    | 1                     | 2          | 7          | 357             |
| 368                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Quite high                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 35%                                               | 40%       | 42%                     | 49%       | 30%    | 48% | 47%   | 47%   | 43% | 19%  | 46%                   | 43%        | 49%        | 47%             |
| 47%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 11        | 41                      | 179       | 15     | 222 | 84    | 153   | 7   | 2    | 1                     | 1          | 3          | 230             |
| 237                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very high                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                                               | 30%       | 33%                     | 31%       | 45%    | 30% | 35%   | 28%   | 27% | 49%  | 28%                   | 26%        | 21%        | 30%             |
| 30%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d                       | a         |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | 2         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | *%        | -%     | *%  | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 22                                                | 26        | 93                      | 462       | 25     | 580 | 196   | 408   | 17  | 3    | 2                     | 3          | 9          | 587             |
| 604                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: High                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 47%                                               | 70%       | 75%                     | 81%       | 75%    | 77% | 81%   | 75%   | 70% | 68%  | 73%                   | 69%        | 70%        | 77%             |
| 77%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d                       |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                                                 | 1         | 6                       | 17        | *      | 33  | 8     | 25    | 1   | *    | *                     | -          | *          | 33              |
| 34                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Low                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 19%                                               | 3%        | 5%                      | 3%        | 1%     | 4%  | 3%    | 5%    | 4%  | 6%   | 7%                    | -%         | 3%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| abc                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

The quality of the mail services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
b
a
*g
*f
e
d
c
b
a
Significance Level: 95%
93
67
53
107
17
22
23
31
671
2
27
51
103
97
115
369
764
Unweighted total
102
64
60
105
9
19
16
28
711
*
8
35
96
105
117
422
783
Weighted total
3
2
2
3
*
2
-
2
1
*
*
*
2
-
-
2
5
Very low
3%
3%
3%
2%
2%
9%
-%
6%
*%
50%
4%
*%
2%
-%
-%
1%
1%
a
5
1
4
2
1
-
*
4
23
-
*
4
4
2
6
12
29
Quite low
5%
2%
6%
2%
15%
-%
3%
15%
3%
-%
2%
13%
5%
2%
5%
3%
4%
a
ac
22
15
15
22
1
6
5
3
128
*
1
8
22
14
22
76
143
Neither low nor high
22%
24%
26%
21%
11%
30%
35%
11%
18%
50%
19%
24%
23%
13%
19%
18%
18%
47
28
25
51
4
10
6
7
341
-
3
16
41
58
62
188
368
Quite high
47%
45%
41%
49%
51%
51%
41%
23%
48%
-%
33%
46%
42%
55%
53%
45%
47%
b
25
17
14
28
2
2
3
13
217
-
3
6
27
32
27
142
237
Very high
24%
27%
24%
26%
22%
10%
21%
45%
30%
-%
41%
17%
29%
30%
23%
34%
30%
be
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
2
2
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
*%
72
46
39
79
6
12
10
19
557
-
6
22
68
90
89
330
604
NET: High
71%
72%
65%
75%
73%
61%
62%
68%
78%
-%
74%
63%
71%
85%
76%
78%
77%
de
e
8
3
6
5
1
2
*
6
24
*
1
5
6
2
6
14
34
NET: Low
7%
4%
9%
5%
17%
9%
3%
21%
3%
50%
7%
13%
6%
2%
5%
3%
4%
a
ac

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b The quality of the mail services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
488
561
127
697
312
581
166
330
707
418
694
255
131
374
764
Unweighted total
487
573
107
709
311
596
127
331
724
407
705
249
134
396
783
Weighted total
3
3
*
3
4
3
1
4
3
1
3
2
2
*
5
Very low
1%
*%
*%
*%
1%
*%
1%
1%
*%
*%
*%
1%
2%
*%
1%
a
17
20
5
26
13
16
4
11
26
18
26
11
7
11
29
Quite low
4%
4%
5%
4%
4%
3%
3%
3%
4%
5%
4%
4%
5%
3%
4%
99
110
26
127
72
108
29
76
131
90
129
39
38
66
143
Neither low nor high
20%
19%
24%
18%
23%
18%
23%
23%
18%
22%
18%
16%
28%
17%
18%
ac
238
276
45
341
138
291
61
153
343
188
329
120
61
183
368
Quite high
49%
48%
42%
48%
44%
49%
48%
46%
47%
46%
47%
48%
46%
46%
47%
130
162
31
210
84
176
32
87
220
110
216
78
25
133
237
Very high
27%
28%
29%
30%
27%
30%
25%
26%
30%
27%
31%
31%
19%
34%
30%
b
b
Don't Know (DO NOT READ
-
2
-
2
-
2
-
-
2
-
2
-
-
2
2
OUT)
-%
*%
-%
*%
-%
*%
-%
-%
*%
-%
*%
-%
-%
*%
*%
368
438
75
551
222
467
93
240
563
297
546
197
86
316
604
NET: High
75%
76%
70%
78%
71%
78%
73%
72%
78%
73%
77%
79%
65%
80%
77%
a
d
b
b
20
23
5
29
18
19
5
15
29
19
29
13
9
12
34
NET: Low
4%
4%
5%
4%
6%
3%
4%
5%
4%
5%
4%
5%
7%
3%
4%
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b The quality of the mail services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
573
114
76
174
751
418
-
759
578
754
644
751
646
14
109
764
Unweighted total
594
120
67
168
771
424
-
777
587
769
650
766
664
14
110
783
Weighted total
4
*
*
2
5
4
-
5
5
5
5
5
5
-
-
5
Very low
1%
*%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
23
6
*
7
29
14
-
29
26
29
23
29
25
-
5
29
Quite low
4%
5%
1%
4%
4%
3%
-%
4%
4%
4%
4%
4%
4%
-%
4%
4%
96
33
14
33
143
83
-
141
107
141
122
138
110
3
30
143
Neither low nor high
16%
28%
20%
20%
19%
20%
-%
18%
18%
18%
19%
18%
17%
23%
28%
18%
c
c
284
58
26
76
364
199
-
364
270
363
315
362
307
4
59
368
Quite high
48%
49%
38%
45%
47%
47%
-%
47%
46%
47%
49%
47%
46%
31%
53%
47%
187
21
27
49
228
125
-
236
179
230
186
230
216
6
16
237
Very high
31%
17%
40%
29%
30%
29%
-%
30%
30%
30%
29%
30%
33%
46%
15%
30%
b
b
a
Don't Know (DO NOT READ
-
2
-
-
2
-
-
2
-
2
-
2
2
-
-
2
OUT)
-%
1%
-%
-%
*%
-%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
c
470
79
53
125
593
323
-
600
449
593
501
592
523
10
75
604
NET: High
79%
66%
78%
75%
77%
76%
-%
77%
77%
77%
77%
77%
79%
77%
68%
77%
b
a
27
6
1
10
34
18
-
34
31
34
28
34
29
-
5
34
NET: Low
5%
5%
1%
6%
4%
4%
-%
4%
5%
4%
4%
4%
4%
-%
4%
4%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

The quality of the mail services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
2
146
590
174
49
531
63
701
283
481
634
38
81
764
Unweighted total
1
151
602
181
56
536
61
722
298
485
640
46
88
783
Weighted total
-
3
-
5
2
2
*
4
2
3
*
2
2
5
Very low
-%
2%
-%
3%
4%
*%
1%
1%
1%
1%
*%
5%
2%
1%
b
a
c
c
-
5
6
23
17
3
4
25
14
15
18
4
7
29
Quite low
-%
4%
1%
13%
31%
1%
7%
3%
5%
3%
3%
8%
8%
4%
b
a
c
*
34
86
57
25
25
6
137
41
102
111
14
18
143
Neither low nor high
19%
22%
14%
32%
44%
5%
10%
19%
14%
21%
17%
30%
20%
18%
b
a
b
*
71
285
83
7
279
30
337
147
221
313
12
38
368
Quite high
81%
47%
47%
46%
12%
52%
49%
47%
49%
46%
49%
25%
44%
47%
b
b
-
38
224
13
5
226
18
218
93
144
195
14
23
237
Very high
-%
25%
37%
7%
9%
42%
30%
30%
31%
30%
31%
31%
26%
30%
a
b
Don't Know (DO NOT READ
-
-
2
-
-
2
2
-
2
-
2
-
-
2
OUT)
-%
-%
*%
-%
-%
*%
3%
-%
1%
-%
*%
-%
-%
*%
a
*
109
508
96
11
505
49
556
240
364
508
26
61
604
NET: High
81%
72%
84%
53%
20%
94%
80%
77%
80%
75%
79%
56%
70%
77%
a
b
ab
-
8
6
28
20
5
5
29
15
18
19
6
9
34
NET: Low
-%
5%
1%
16%
35%
1%
8%
4%
5%
4%
3%
14%
10%
4%
b
a
c
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

The quality of the mail services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
375
389
764
Unweighted total
387
396
783
Weighted total
4
*
5
Very low
1%
*%
1%
17
12
29
Quite low
4%
3%
4%
59
84
143
Neither low nor high
15%
21%
18%
b
171
197
368
Quite high
44%
50%
47%
137
100
237
Very high
35%
25%
30%
a
Don't Know (DO NOT READ
-
2
2
OUT)
-%
*%
*%
307
297
604
NET: High
79%
75%
77%
21
12
34
NET: Low
5%
3%
4%
Columns Tested: a,b

The price of the postal services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
464
92
105
103
35
62
52
86
55
52
39
48
35
764
Unweighted total
657
37
45
43
37
112
82
116
58
53
63
84
53
783
Weighted total
84
4
4
3
1
15
11
18
8
7
7
9
7
96
Very low
13%
11%
9%
8%
4%
13%
13%
16%
13%
14%
12%
11%
14%
12%
133
9
8
9
12
29
11
22
12
9
13
11
14
158
Quite low
20%
23%
17%
20%
32%
26%
13%
19%
21%
17%
20%
13%
27%
20%
bg
250
14
17
19
17
42
31
39
19
21
25
34
22
300
Neither low nor high
38%
38%
37%
44%
45%
38%
37%
34%
33%
40%
40%
41%
42%
38%
145
7
12
8
5
15
22
31
15
13
14
20
9
172
Quite high
22%
18%
27%
19%
15%
14%
27%
27%
26%
24%
23%
24%
18%
22%
h
42
3
4
3
1
11
7
6
4
1
2
9
-
53
Very high
6%
9%
9%
8%
4%
10%
9%
5%
7%
3%
3%
11%
-%
7%
a
Don't Know (DO NOT READ
3
*
*
*
-
-
-
-
-
1
2
-
-
5
OUT)
*%
1%
1%
1%
-%
-%
-%
-%
-%
2%
3%
-%
-%
1%
187
10
16
11
7
26
29
36
19
14
16
29
9
225
NET: High
28%
27%
36%
27%
19%
24%
36%
31%
33%
27%
25%
35%
18%
29%
a
217
13
12
12
13
43
22
41
20
16
20
20
22
253
NET: Low
33%
34%
26%
28%
36%
39%
27%
35%
34%
30%
32%
24%
41%
32%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

The price of the postal services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

|                         |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                      | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 69                      | 45        | 131                     | 519       | 65     | 699 | 275   | 489   | 144 | 26   | 16                    | 22         | 80         | 620             |
| 764                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                      | 37        | 124                     | 573       | 33     | 750 | 241   | 542   | 24  | 4    | 3                     | 4          | 14         | 758             |
| 783                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 13                      | 7         | 11                      | 64        | *      | 95  | 26    | 69    | 3   | *    | *                     | -          | 2          | 93              |
| 96                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very low                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 28%                     | 19%       | 9%                      | 11%       | 1%     | 13% | 11%   | 13%   | 11% | 8%   | 14%                   | -%         | 15%        | 12%             |
| 12%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10                      | 6         | 23                      | 119       | 8      | 150 | 49    | 109   | 6   | 1    | *                     | 2          | 2          | 152             |
| 158                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Quite low               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 22%                     | 15%       | 19%                     | 21%       | 24%    | 20% | 20%   | 20%   | 24% | 21%  | 15%                   | 53%        | 18%        | 20%             |
| 20%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                      | 17        | 56                      | 212       | 13     | 287 | 89    | 211   | 9   | 2    | 1                     | 1          | 6          | 291             |
| 300                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither low nor high    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 32%                     | 46%       | 45%                     | 37%       | 39%    | 38% | 37%   | 39%   | 37% | 41%  | 23%                   | 23%        | 42%        | 38%             |
| 38%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                       | 6         | 29                      | 130       | 11     | 161 | 61    | 111   | 4   | 1    | 1                     | 1          | 3          | 168             |
| 172                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Quite high              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14%                     | 17%       | 23%                     | 23%       | 32%    | 22% | 25%   | 20%   | 18% | 18%  | 20%                   | 16%        | 19%        | 22%             |
| 22%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                       | 1         | 4                       | 45        | 1      | 52  | 15    | 37    | 2   | *    | 1                     | *          | 1          | 50              |
| 53                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very high               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                      | 3%        | 4%                      | 8%        | 2%     | 7%  | 6%    | 7%    | 9%  | 12%  | 28%                   | 8%         | 6%         | 7%              |
| 7%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | -         | -                       | 5         | *      | 4   | *     | 4     | -   | -    | -                     | -          | -          | 5               |
| 5                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | -%        | -%                      | 1%        | 1%     | 1%  | *%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                       | 8         | 33                      | 175       | 11     | 214 | 77    | 148   | 7   | 1    | 1                     | 1          | 3          | 218             |
| 225                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: High               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 19%                     | 20%       | 27%                     | 30%       | 34%    | 28% | 32%   | 27%   | 28% | 30%  | 47%                   | 25%        | 25%        | 29%             |
| 29%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 24                      | 13        | 34                      | 183       | 8      | 245 | 75    | 178   | 9   | 1    | 1                     | 2          | 4          | 245             |
| 253                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Low                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 50%                     | 34%       | 28%                     | 32%       | 25%    | 33% | 31%   | 33%   | 35% | 29%  | 30%                   | 53%        | 33%        | 32%             |
| 32%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d The price of the postal services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
b
a
*g
*f
e
d
c
b
a
Significance Level: 95%
93
67
53
107
17
22
23
31
671
2
27
51
103
97
115
369
764
Unweighted total
102
64
60
105
9
19
16
28
711
*
8
35
96
105
117
422
783
Weighted total
14
11
10
15
1
7
1
3
84
*
1
5
16
12
12
50
96
Very low
14%
17%
17%
14%
9%
36%
8%
9%
12%
50%
16%
13%
17%
11%
10%
12%
12%
24
10
15
18
2
4
3
8
141
-
1
8
12
23
30
83
158
Quite low
23%
15%
26%
17%
20%
22%
21%
28%
20%
-%
15%
23%
13%
22%
26%
20%
20%
d
32
27
18
40
4
5
7
8
276
*
3
14
43
34
48
157
300
Neither low nor high
31%
42%
30%
38%
42%
26%
44%
28%
39%
50%
45%
42%
45%
32%
41%
37%
38%
22
11
11
23
2
3
4
7
156
-
1
8
17
32
20
95
172
Quite high
22%
18%
18%
22%
24%
15%
24%
26%
22%
-%
12%
22%
18%
30%
17%
22%
22%
bd
8
5
5
8
*
*
*
3
49
-
1
*
8
5
6
33
53
Very high
8%
8%
9%
7%
4%
1%
2%
9%
7%
-%
12%
1%
8%
5%
5%
8%
7%
Don't Know (DO NOT READ
2
-
-
2
-
-
-
-
5
-
-
-
-
-
*
4
5
OUT)
2%
-%
-%
2%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
*%
1%
1%
30
16
16
31
2
3
4
10
205
-
2
8
25
37
26
128
225
NET: High
30%
26%
27%
29%
28%
15%
26%
35%
29%
-%
24%
23%
26%
35%
22%
30%
29%
b
38
20
26
32
3
11
5
10
225
*
2
12
28
35
43
133
253
NET: Low
37%
32%
43%
31%
29%
58%
30%
37%
32%
50%
31%
36%
29%
33%
36%
32%
32%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

The price of the postal services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
488
561
127
697
312
581
166
330
707
418
694
255
131
374
764
Unweighted total
487
573
107
709
311
596
127
331
724
407
705
249
134
396
783
Weighted total
56
66
14
84
42
73
21
48
87
47
83
31
19
44
96
Very low
12%
11%
13%
12%
13%
12%
16%
14%
12%
12%
12%
13%
14%
11%
12%
123
113
25
147
60
120
25
65
148
90
142
54
23
80
158
Quite low
25%
20%
24%
21%
19%
20%
19%
20%
20%
22%
20%
22%
17%
20%
20%
a
190
232
33
278
129
243
51
134
281
166
273
99
65
135
300
Neither low nor high
39%
40%
31%
39%
42%
41%
40%
40%
39%
41%
39%
40%
49%
34%
38%
c
a
98
125
22
155
62
124
24
65
163
81
163
50
23
98
172
Quite high
20%
22%
21%
22%
20%
21%
19%
20%
22%
20%
23%
20%
18%
25%
22%
20
35
12
43
18
33
6
20
44
22
42
13
4
35
53
Very high
4%
6%
11%
6%
6%
6%
5%
6%
6%
5%
6%
5%
3%
9%
7%
ab
b
Don't Know (DO NOT READ
*
2
-
2
-
2
*
-
2
*
2
*
-
4
5
OUT)
*%
*%
-%
*%
-%
*%
*%
-%
*%
*%
*%
*%
-%
1%
1%
117
161
34
198
80
158
30
84
207
103
205
63
27
133
225
NET: High
24%
28%
32%
28%
26%
26%
24%
25%
29%
25%
29%
25%
20%
34%
29%
bc
179
179
39
231
102
193
45
113
235
137
225
86
41
123
253
NET: Low
37%
31%
37%
33%
33%
32%
36%
34%
32%
34%
32%
34%
31%
31%
32%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

The price of the postal services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
573
114
76
174
751
418
-
759
578
754
644
751
646
14
109
764
Unweighted total
594
120
67
168
771
424
-
777
587
769
650
766
664
14
110
783
Weighted total
60
28
7
24
95
48
-
93
77
95
74
92
72
-
23
96
Very low
10%
23%
11%
14%
12%
11%
-%
12%
13%
12%
11%
12%
11%
-%
21%
12%
ac
c
116
33
9
30
156
89
-
155
118
154
129
154
117
4
38
158
Quite low
19%
28%
13%
18%
20%
21%
-%
20%
20%
20%
20%
20%
18%
30%
34%
20%
ac
c
226
40
34
63
298
165
-
300
227
296
262
295
264
5
33
300
Neither low nor high
38%
33%
50%
38%
39%
39%
-%
39%
39%
38%
40%
39%
40%
34%
30%
38%
bc
142
14
15
34
171
88
-
172
123
171
144
171
156
5
13
172
Quite high
24%
12%
22%
20%
22%
21%
-%
22%
21%
22%
22%
22%
24%
37%
11%
22%
b
a
46
4
3
15
47
31
-
53
40
49
38
49
50
-
3
53
Very high
8%
3%
4%
9%
6%
7%
-%
7%
7%
6%
6%
6%
7%
-%
3%
7%
Don't Know (DO NOT READ
4
*
-
2
5
2
-
5
3
5
3
5
5
-
-
5
OUT)
1%
*%
-%
1%
1%
1%
-%
1%
*%
1%
*%
1%
1%
-%
-%
1%
188
18
17
49
217
119
-
225
163
220
181
220
206
5
16
225
NET: High
32%
15%
26%
29%
28%
28%
-%
29%
28%
29%
28%
29%
31%
37%
14%
29%
b
a
176
61
16
54
251
137
-
248
194
250
203
246
189
4
61
253
NET: Low
30%
51%
24%
32%
33%
32%
-%
32%
33%
32%
31%
32%
28%
30%
56%
32%
ac
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c The price of the postal services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
2
146
590
174
49
531
63
701
283
481
634
38
81
764
Unweighted total
1
151
602
181
56
536
61
722
298
485
640
46
88
783
Weighted total
-
21
58
38
26
25
6
90
30
66
79
7
9
96
Very low
-%
14%
10%
21%
47%
5%
10%
12%
10%
14%
12%
16%
10%
12%
b
a
-
32
101
57
18
83
10
148
54
104
124
12
22
158
Quite low
-%
21%
17%
31%
32%
15%
17%
20%
18%
21%
19%
25%
25%
20%
b
a
1
53
238
62
6
226
19
280
105
194
250
13
32
300
Neither low nor high
100%
35%
40%
34%
11%
42%
32%
39%
35%
40%
39%
29%
37%
38%
b
-
30
151
21
5
145
18
154
78
94
139
12
17
172
Quite high
-%
20%
25%
12%
9%
27%
30%
21%
26%
19%
22%
26%
19%
22%
a
b
a
-
13
49
3
*
52
7
46
28
25
43
2
8
53
Very high
-%
9%
8%
2%
1%
10%
11%
6%
9%
5%
7%
4%
9%
7%
a
b
a
Don't Know (DO NOT READ
-
2
5
-
-
5
-
5
4
1
4
-
-
5
OUT)
-%
1%
1%
-%
-%
1%
-%
1%
1%
*%
1%
-%
-%
1%
-
43
201
24
6
197
25
200
106
119
182
14
24
225
NET: High
-%
29%
33%
13%
10%
37%
41%
28%
36%
25%
28%
29%
28%
29%
a
b
a
a
-
53
159
95
44
108
16
237
83
170
203
19
31
253
NET: Low
-%
35%
26%
52%
79%
20%
27%
33%
28%
35%
32%
41%
35%
32%
b
a
b

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b The price of the postal services provided by Royal Mail in the last 12 months (QRM6. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate Royal Mail on each of the following aspects:)
Base: All respondents who use Royal Mail

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
375
389
764
Unweighted total
387
396
783
Weighted total
39
57
96
Very low
10%
14%
12%
80
78
158
Quite low
21%
20%
20%
143
157
300
Neither low nor high
37%
40%
38%
98
74
172
Quite high
25%
19%
22%
a 27
26
53
Very high
7%
7%
7%
Don't Know (DO NOT READ
*
4
5
OUT)
*%
1%
1%
125
100
225
NET: High
32%
25%
29%
a
119
135
253
NET: Low
31%
34%
32%
Columns Tested: a,b

## Qrm6. Summary. On A Scale Of 1 To 5 Where 5 Is Very High And 1 Is Very Low How Would You Rate Royal Mail On Each Of The Following Aspects ... Base: All Respondents Who Use Royal Mail Aspects

| The price of the postal    | The quality of the mail    |
|----------------------------|----------------------------|
| services provided by Royal | services provided by Royal |
| Mail in the last 12 months | Mail in the last 12 months |
| b                          | a                          |
| 764                        | 764                        |
| 783                        | 783                        |
| 96                         | 5                          |
| 12%                        | 1%                         |
| a                          |                            |
| 158                        | 29                         |
| 20%                        | 4%                         |
| a                          |                            |
| 300                        | 143                        |
| 38%                        | 18%                        |
| a                          |                            |
| 172                        | 368                        |
| 22%                        | 47%                        |
| b                          |                            |
| 53                         | 237                        |
| 7%                         | 30%                        |
| b                          |                            |
| Don't Know (DO NOT READ    |                            |
| 5                          | 2                          |
| 1%                         | *%                         |
| 225                        | 604                        |
| 29%                        | 77%                        |
| b                          |                            |
| 253                        | 34                         |
| 32%                        | 4%                         |
| a                          |                            |
| Columns Tested: a,b        |                            |

## Qrm7. And On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Satisfied Or Dissatisfied Are You With The Overall Service You Receive From Royal Mail? Base: All Respondents Who Use Royal Mail Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
464
92
105
103
35
62
52
86
55
52
39
48
35
764
Unweighted total
657
37
45
43
37
112
82
116
58
53
63
84
53
783
Weighted total
4
-
*
-
-
-
-
2
-
-
*
2
-
5
Very dissatisfied
1%
-%
1%
-%
-%
-%
-%
2%
-%
-%
*%
3%
-%
1%
27
2
1
1
-
6
*
6
1
1
4
5
4
31
Fairly dissatisfied
4%
6%
2%
2%
-%
6%
*%
5%
2%
3%
6%
5%
7%
4%
Neither satisfied nor
154
6
7
6
13
24
25
26
15
10
16
15
9
172
dissatisfied
23%
15%
15%
13%
36%
22%
31%
22%
26%
19%
25%
18%
17%
22%
j
jkl
jkl
j
305
15
20
24
19
48
40
57
28
27
32
31
22
364
Fairly satisfied
46%
41%
44%
55%
52%
43%
49%
49%
49%
50%
51%
37%
42%
46%
b
167
14
17
13
4
33
16
26
13
15
11
30
18
211
Very satisfied
25%
37%
38%
30%
12%
29%
20%
22%
23%
28%
17%
36%
34%
27%
cfgim
cfgim
i
i
i
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
472
29
37
36
23
81
56
83
42
42
43
62
40
575
NET: Satisfied
72%
78%
82%
85%
64%
73%
69%
71%
72%
79%
68%
74%
76%
73%
im
cfgim
31
2
2
1
-
6
*
7
1
1
4
7
4
36
NET: Dissatisfied
5%
6%
3%
2%
-%
6%
*%
6%
2%
3%
6%
8%
7%
5%
g
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qrm7. And On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Satisfied Or Dissatisfied Are You With The Overall Service You Receive From Royal Mail? Base: All Respondents Who Use Royal Mail

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 69                                                | 45        | 131                     | 519       | 65     | 699 | 275   | 489   | 144 | 26   | 16                    | 22         | 80         | 620             |
| 764                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                                                | 37        | 124                     | 573       | 33     | 750 | 241   | 542   | 24  | 4    | 3                     | 4          | 14         | 758             |
| 783                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | *                       | 2         | -      | 5   | *     | 4     | *   | -    | -                     | -          | *          | 4               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | -%        | *%                      | *%        | -%     | 1%  | *%    | 1%    | 1%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 1         | 9                       | 15        | 2      | 29  | 7     | 24    | 1   | *    | -                     | -          | 1          | 30              |
| 31                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly dissatisfied                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                                               | 3%        | 7%                      | 3%        | 6%     | 4%  | 3%    | 4%    | 4%  | 4%   | -%                    | -%         | 7%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither satisfied nor                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 17                                                | 7         | 19                      | 128       | 5      | 167 | 52    | 120   | 6   | 1    | 1                     | 1          | 3          | 167             |
| 172                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| dissatisfied                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 36%                                               | 19%       | 16%                     | 22%       | 15%    | 22% | 22%   | 22%   | 23% | 27%  | 23%                   | 36%        | 19%        | 22%             |
| 22%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 19                                                | 20        | 54                      | 270       | 15     | 348 | 108   | 256   | 11  | 1    | 1                     | 1          | 7          | 353             |
| 364                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly satisfied                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 40%                                               | 55%       | 44%                     | 47%       | 47%    | 46% | 45%   | 47%   | 44% | 21%  | 54%                   | 35%        | 51%        | 47%             |
| 46%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 8         | 41                      | 158       | 11     | 201 | 73    | 138   | 7   | 2    | 1                     | 1          | 3          | 204             |
| 211                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | 22%       | 33%                     | 28%       | 32%    | 27% | 30%   | 25%   | 28% | 49%  | 24%                   | 29%        | 23%        | 27%             |
| 27%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d                       |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 23                                                | 29        | 95                      | 428       | 26     | 549 | 181   | 394   | 17  | 3    | 2                     | 3          | 10         | 557             |
| 575                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48%                                               | 77%       | 77%                     | 75%       | 79%    | 73% | 75%   | 73%   | 72% | 69%  | 77%                   | 64%        | 74%        | 73%             |
| 73%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d                       |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                                                 | 1         | 9                       | 17        | 2      | 34  | 8     | 28    | 1   | *    | -                     | -          | 1          | 34              |
| 36                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 16%                                               | 3%        | 8%                      | 3%        | 6%     | 4%  | 3%    | 5%    | 5%  | 4%   | -%                    | -%         | 8%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ac                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

## Qrm7. And On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Satisfied Or Dissatisfied Are You With The Overall Service You Receive From Royal Mail? Base: All Respondents Who Use Royal Mail

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
b
a
*g
*f
e
d
c
b
a
Significance Level: 95%
93
67
53
107
17
22
23
31
671
2
27
51
103
97
115
369
764
Unweighted total
102
64
60
105
9
19
16
28
711
*
8
35
96
105
117
422
783
Weighted total
*
2
-
2
-
2
-
-
3
-
-
*
2
-
-
3
5
Very dissatisfied
*%
3%
-%
2%
-%
9%
-%
-%
*%
-%
-%
*%
2%
-%
-%
1%
1%
7
1
5
2
2
-
1
4
24
*
1
4
5
2
5
15
31
Fairly dissatisfied
7%
1%
9%
2%
18%
-%
7%
14%
3%
50%
8%
11%
5%
2%
4%
4%
4%
a
ac
Neither satisfied nor
24
9
17
16
1
6
5
4
156
*
1
4
25
20
23
98
172
dissatisfied
24%
14%
28%
16%
15%
30%
29%
15%
22%
50%
17%
12%
26%
19%
20%
23%
22%
46
37
21
63
5
10
8
9
332
-
4
19
44
58
65
174
364
Fairly satisfied
46%
58%
35%
60%
60%
52%
49%
31%
47%
-%
51%
55%
46%
55%
55%
41%
46%
b
a
a
23
15
17
21
1
2
2
11
195
-
2
7
21
25
25
132
211
Very satisfied
23%
24%
28%
20%
7%
9%
15%
40%
27%
-%
24%
21%
21%
24%
21%
31%
27%
b
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
70
52
38
84
6
12
10
20
527
-
6
26
65
83
89
306
575
NET: Satisfied
69%
82%
63%
80%
67%
61%
64%
70%
74%
-%
75%
76%
67%
79%
76%
73%
73%
b
7
2
5
5
2
2
1
4
27
*
1
4
7
2
5
17
36
NET: Dissatisfied
7%
4%
9%
4%
18%
9%
7%
14%
4%
50%
8%
12%
7%
2%
4%
4%
5%
a
ac

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

QRM7. And on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied or dissatisfied are you with the overall service you receive from Royal Mail?
Base: All respondents who use Royal Mail
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
488
561
127
697
312
581
166
330
707
418
694
255
131
374
764
Unweighted total
487
573
107
709
311
596
127
331
724
407
705
249
134
396
783
Weighted total
2
5
*
5
4
2
1
4
5
2
5
2
*
2
5
Very dissatisfied
*%
1%
*%
1%
1%
*%
*%
1%
1%
1%
1%
1%
*%
1%
1%
21
25
6
29
13
22
4
16
27
19
27
8
8
15
31
Fairly dissatisfied
4%
4%
5%
4%
4%
4%
3%
5%
4%
5%
4%
3%
6%
4%
4%
Neither satisfied nor
110
130
22
160
72
129
29
74
161
102
154
50
40
80
172
dissatisfied
22%
23%
21%
22%
23%
22%
23%
22%
22%
25%
22%
20%
30%
20%
22%
ac
234
276
44
334
144
299
66
159
339
187
333
120
64
178
364
Fairly satisfied
48%
48%
41%
47%
46%
50%
52%
48%
47%
46%
47%
48%
48%
45%
46%
120
137
34
182
78
144
27
78
192
97
187
69
21
120
211
Very satisfied
25%
24%
32%
26%
25%
24%
21%
23%
27%
24%
27%
28%
16%
30%
27%
b
b
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
354
413
79
516
222
443
93
237
532
284
520
189
86
298
575
NET: Satisfied
73%
72%
74%
73%
71%
74%
73%
72%
73%
70%
74%
76%
64%
75%
73%
b
b
24
30
6
34
18
24
5
20
31
21
31
10
8
17
36
NET: Dissatisfied
5%
5%
5%
5%
6%
4%
4%
6%
4%
5%
4%
4%
6%
4%
5%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qrm7. And On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Satisfied Or Dissatisfied Are You With The Overall Service You Receive From Royal Mail? Base: All Respondents Who Use Royal Mail

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
573
114
76
174
751
418
-
759
578
754
644
751
646
14
109
764
Unweighted total
594
120
67
168
771
424
-
777
587
769
650
766
664
14
110
783
Weighted total
4
-
*
*
5
2
-
5
2
5
5
5
5
-
-
5
Very dissatisfied
1%
-%
1%
*%
1%
1%
-%
1%
*%
1%
1%
1%
1%
-%
-%
1%
18
8
5
10
31
15
-
31
24
31
25
31
27
-
4
31
Fairly dissatisfied
3%
7%
7%
6%
4%
3%
-%
4%
4%
4%
4%
4%
4%
-%
4%
4%
c
Neither satisfied nor
122
42
6
38
170
94
-
168
135
169
141
167
135
2
36
172
dissatisfied
21%
35%
9%
23%
22%
22%
-%
22%
23%
22%
22%
22%
20%
13%
33%
22%
a
ac
c
281
51
31
74
362
204
-
364
272
359
313
357
310
6
50
364
Fairly satisfied
47%
42%
47%
44%
47%
48%
-%
47%
46%
47%
48%
47%
47%
44%
45%
46%
168
18
25
46
203
109
-
210
154
206
166
206
187
6
20
211
Very satisfied
28%
15%
37%
27%
26%
26%
-%
27%
26%
27%
26%
27%
28%
43%
19%
27%
b
b
a
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
449
69
56
120
565
313
-
573
426
565
479
563
497
12
70
575
NET: Satisfied
76%
58%
84%
72%
73%
74%
-%
74%
73%
73%
74%
74%
75%
87%
64%
73%
b
b
a
22
8
5
10
36
17
-
36
26
36
30
36
32
-
4
36
NET: Dissatisfied
4%
7%
7%
6%
5%
4%
-%
5%
4%
5%
5%
5%
5%
-%
4%
5%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qrm7. And On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Satisfied Or Dissatisfied Are You With The Overall Service You Receive From Royal Mail? Base: All Respondents Who Use Royal Mail

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
2
146
590
174
49
531
63
701
283
481
634
38
81
764
Unweighted total
1
151
602
181
56
536
61
722
298
485
640
46
88
783
Weighted total
-
*
2
2
2
2
*
4
4
1
2
2
-
5
Very dissatisfied
-%
*%
*%
1%
3%
*%
1%
1%
1%
*%
*%
5%
-%
1%
a
a
ac
-
7
8
23
18
4
3
29
13
18
18
8
5
31
Fairly dissatisfied
-%
5%
1%
13%
33%
1%
4%
4%
4%
4%
3%
17%
6%
4%
b
a
c
Neither satisfied nor
*
30
105
68
23
42
13
159
49
123
138
6
26
172
dissatisfied
19%
20%
17%
37%
40%
8%
21%
22%
17%
25%
22%
13%
29%
22%
b
a
b
*
77
288
75
10
286
29
335
142
221
302
13
44
364
Fairly satisfied
81%
51%
48%
42%
18%
53%
47%
46%
48%
46%
47%
28%
50%
46%
b
b
b
-
36
199
13
3
202
16
195
89
122
180
17
13
211
Very satisfied
-%
24%
33%
7%
6%
38%
27%
27%
30%
25%
28%
37%
14%
27%
a
b
a
a
Don't Know (DO NOT READ
-
-
-
-
-
-
-
-
-
-
-
-
-
-
OUT)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*
113
487
88
13
488
45
530
232
343
481
30
56
575
NET: Satisfied
81%
75%
81%
49%
23%
91%
74%
73%
78%
71%
75%
65%
65%
73%
a
b
a
a
-
8
10
25
20
6
3
33
17
19
20
10
5
36
NET: Dissatisfied
-%
5%
2%
14%
36%
1%
5%
5%
6%
4%
3%
22%
6%
5%
b
a
ac

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qrm7. And On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Satisfied Or Dissatisfied Are You With The Overall Service You Receive From Royal Mail? Base: All Respondents Who Use Royal Mail

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
375
389
764
Unweighted total
387
396
783
Weighted total
4
*
5
Very dissatisfied
1%
*%
1%
a 17
14
31
Fairly dissatisfied
5%
3%
4%
Neither satisfied nor
80
92
172
dissatisfied
21%
23%
22%
163
201
364
Fairly satisfied
42%
51%
46%
b
122
89
211
Very satisfied
32%
22%
27%
a
Don't Know (DO NOT READ
-
-
-
OUT)
-%
-%
-%
285
290
575
NET: Satisfied
74%
73%
73%
22
14
36
NET: Dissatisfied
6%
3%
5%
Columns Tested: a,b

QOP1a. You said earlier that you also use [QV5c provider] for your postal services needs. Thinking generally about the service you receive as a whole as a sender and recipient of mail, on a scale of 1
to 5 where 1 is very dissatisfied and 5 is very satisfied, how would you rate the quality of the services you receive from [QV5c provider]?

Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
2
-
-
-
-
2
-
-
-
*
-
-
-
2
Very Dissatisfied
1%
-%
-%
-%
-%
4%
-%
-%
-%
1%
-%
-%
-%
1%
5
-
*
1
-
-
*
*
1
1
2
-
-
6
Fairly Dissatisfied
1%
-%
3%
3%
-%
-%
*%
*%
4%
4%
6%
-%
-%
1%
Neither Satisfied Nor
32
1
2
3
-
11
2
11
3
1
2
2
*
38
Dissatisfied
8%
11%
12%
13%
-%
21%
4%
13%
7%
4%
6%
4%
1%
9%
bgm
149
4
7
7
15
15
20
23
14
10
15
23
13
167
Fairly Satisfied
39%
41%
44%
36%
60%
30%
44%
28%
41%
34%
47%
42%
50%
39%
190
4
6
9
10
23
22
48
17
15
13
30
13
209
Very Satisfied
50%
47%
35%
48%
40%
45%
47%
58%
47%
53%
41%
54%
49%
49%
k
Don't Know (DO NOT READ
4
-
1
-
-
-
2
*
*
1
-
-
-
5
OUT)
1%
-%
6%
-%
-%
-%
4%
*%
1%
4%
-%
-%
-%
1%
m
339
8
13
16
25
38
42
71
31
25
28
52
26
376
NET: Satisfied
89%
89%
79%
83%
100%
75%
91%
86%
88%
86%
89%
96%
99%
88%
h
hk
7
-
*
1
-
2
*
*
1
1
2
-
-
8
NET: Dissatisfied
2%
-%
3%
3%
-%
4%
*%
*%
4%
5%
6%
-%
-%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

QOP1a. You said earlier that you also use [QV5c provider] for your postal services needs. Thinking generally about the service you receive as a whole as a sender and recipient of mail, on a scale of 1
to 5 where 1 is very dissatisfied and 5 is very satisfied, how would you rate the quality of the services you receive from [QV5c provider]?

Base: All Respondents who use more than one mail service provider

|                         |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                      | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                      | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                      | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | -         | 2                       | -         | -      | 2   | 2     | *     | *   | -    | -                     | *          | -          | 2               |
| 2                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                      | -%        | 2%                      | -%        | -%     | 1%  | 2%    | *%    | 1%  | -%   | -%                    | 4%         | -%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | 2         | 4                       | -         | *      | 6   | 2     | 4     | *   | *    | -                     | -          | *          | 5               |
| 6                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                      | 3%        | 3%                      | -%        | 1%     | 1%  | 2%    | 1%    | 2%  | 4%   | -%                    | -%         | 2%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                       | 6         | 8                       | 15        | 2      | 35  | 4     | 34    | 1   | *    | *                     | *          | 1          | 36              |
| 38                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14%                     | 11%       | 7%                      | 8%        | 14%    | 9%  | 4%    | 10%   | 6%  | 3%   | 6%                    | 3%         | 7%         | 9%              |
| 9%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 26                      | 23        | 47                      | 70        | 7      | 159 | 53    | 114   | 11  | 1    | 1                     | 3          | 6          | 156             |
| 167                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 43%                     | 42%       | 40%                     | 36%       | 45%    | 39% | 52%   | 35%   | 43% | 28%  | 29%                   | 54%        | 45%        | 39%             |
| 39%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 26                      | 24        | 55                      | 104       | 7      | 203 | 41    | 168   | 12  | 2    | 1                     | 2          | 7          | 198             |
| 209                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 43%                     | 44%       | 47%                     | 54%       | 40%    | 49% | 40%   | 52%   | 47% | 60%  | 57%                   | 36%        | 46%        | 49%             |
| 49%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | *         | *                       | 4         | *      | 4   | -     | 5     | *   | *    | *                     | *          | -          | 4               |
| 5                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                      | *%        | *%                      | 2%        | 1%     | 1%  | -%    | 1%    | 2%  | 4%   | 8%                    | 3%         | -%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 52                      | 47        | 103                     | 174       | 14     | 362 | 94    | 282   | 22  | 3    | 2                     | 4          | 13         | 354             |
| 376                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 85%                     | 86%       | 88%                     | 90%       | 85%    | 88% | 92%   | 87%   | 90% | 88%  | 85%                   | 90%        | 91%        | 88%             |
| 88%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | 2         | 6                       | -         | *      | 8   | 4     | 4     | 1   | *    | -                     | *          | *          | 7               |
| 8                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                      | 3%        | 5%                      | -%        | 1%     | 2%  | 4%    | 1%    | 2%  | 4%   | -%                    | 4%         | 2%         | 2%              |
| 2%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d QOP1a. You said earlier that you also use [QV5c provider] for your postal services needs. Thinking generally about the service you receive as a whole as a sender and recipient of mail, on a scale of 1
to 5 where 1 is very dissatisfied and 5 is very satisfied, how would you rate the quality of the services you receive from [QV5c provider]?

Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
*
2
2
*
*
-
-
-
2
*
-
2
-
-
-
-
2
Very Dissatisfied
*%
1%
2%
*%
1%
-%
-%
-%
1%
5%
-%
5%
-%
-%
-%
-%
1%
a
ab
3
2
2
4
*
-
1
*
4
-
1
*
-
*
3
*
6
Fairly Dissatisfied
1%
1%
2%
1%
1%
-%
4%
1%
1%
-%
11%
1%
-%
1%
4%
*%
1%
acde
Neither Satisfied Nor
13
19
2
30
4
4
4
6
19
-
2
7
9
4
9
8
38
Dissatisfied
6%
10%
2%
11%
18%
12%
13%
16%
6%
-%
17%
15%
13%
5%
10%
6%
9%
b
a
a
a
80
75
46
109
15
14
16
13
109
1
3
19
35
30
25
52
167
Fairly Satisfied
37%
42%
38%
40%
65%
43%
48%
33%
36%
35%
27%
43%
53%
44%
28%
37%
39%
ab
abf
118
79
70
127
4
15
12
19
160
2
5
17
21
34
52
78
209
Very Satisfied
55%
44%
57%
46%
15%
44%
36%
50%
54%
61%
43%
37%
31%
50%
58%
55%
49%
a
a
e
e
e
d
de
de
Don't Know (DO NOT READ
2
2
-
4
-
*
-
-
4
-
*
-
1
*
-
2
5
OUT)
1%
1%
-%
1%
-%
1%
-%
-%
1%
-%
3%
-%
2%
1%
-%
2%
1%
198
154
116
236
18
29
28
32
268
4
9
35
56
64
78
130
376
NET: Satisfied
91%
86%
95%
86%
80%
88%
83%
83%
90%
95%
70%
80%
85%
93%
87%
92%
88%
a
ef
f
ef
3
5
4
4
*
-
1
*
6
*
1
2
-
*
3
*
8
NET: Dissatisfied
2%
3%
3%
1%
2%
-%
4%
1%
2%
5%
11%
5%
-%
1%
4%
*%
2%
acd
ad

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qop1A. You Said Earlier That You Also Use [Qv5C Provider] For Your Postal Services Needs. Thinking Generally About The Service You Receive As A Whole As A Sender And Recipient Of Mail, On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Would You Rate The Quality Of The Services You Receive From [Qv5C Provider]? Base: All Respondents Who Use More Than One Mail Service Provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
2
2
*
2
*
2
2
2
2
2
2
2
-
-
2
Very Dissatisfied
1%
1%
*%
1%
*%
1%
2%
1%
1%
1%
1%
1%
-%
-%
1%
4
3
2
4
3
4
2
4
4
4
4
3
2
1
6
Fairly Dissatisfied
1%
1%
1%
1%
1%
1%
2%
1%
1%
1%
1%
2%
2%
1%
1%
Neither Satisfied Nor
31
30
7
37
23
30
17
29
37
27
35
16
6
16
38
Dissatisfied
10%
10%
6%
9%
8%
9%
12%
9%
9%
10%
9%
10%
7%
9%
9%
125
126
60
165
117
132
64
138
163
120
159
70
35
60
167
Fairly Satisfied
40%
41%
51%
42%
41%
39%
45%
41%
41%
44%
41%
43%
41%
34%
39%
a
147
145
49
184
143
166
55
163
189
116
187
70
42
95
209
Very Satisfied
47%
47%
41%
46%
50%
49%
39%
48%
47%
42%
48%
44%
48%
54%
49%
e
c
Don't Know (DO NOT READ
3
4
1
4
1
4
-
3
4
4
4
*
2
2
5
OUT)
1%
1%
1%
1%
*%
1%
-%
1%
1%
1%
1%
*%
2%
1%
1%
273
270
109
349
260
298
119
301
352
236
346
140
76
155
376
NET: Satisfied
87%
87%
92%
88%
90%
88%
85%
89%
88%
86%
88%
87%
89%
89%
88%
7
5
2
7
3
7
5
7
7
6
7
5
2
1
8
NET: Dissatisfied
2%
2%
2%
2%
1%
2%
3%
2%
2%
2%
2%
3%
2%
1%
2%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b QOP1a. You said earlier that you also use [QV5c provider] for your postal services needs. Thinking generally about the service you receive as a whole as a sender and recipient of mail, on a scale of 1
to 5 where 1 is very dissatisfied and 5 is very satisfied, how would you rate the quality of the services you receive from [QV5c provider]?

Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
2
-
*
*
2
*
-
2
2
2
2
2
2
-
-
2
Very Dissatisfied
1%
-%
*%
*%
1%
*%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
2
2
1
2
6
4
-
6
4
6
4
6
3
-
1
6
Fairly Dissatisfied
1%
4%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
2%
1%
Neither Satisfied Nor
24
6
8
14
37
24
-
38
33
38
31
38
25
3
6
38
Dissatisfied
8%
12%
12%
10%
9%
9%
-%
9%
9%
9%
8%
9%
8%
28%
8%
9%
120
18
29
64
167
116
-
167
137
165
150
165
123
3
26
167
Fairly Satisfied
39%
38%
41%
44%
40%
42%
-%
39%
38%
39%
40%
40%
40%
24%
36%
39%
154
23
33
66
204
133
-
209
180
204
185
202
154
5
39
209
Very Satisfied
50%
47%
46%
45%
48%
47%
-%
49%
50%
49%
49%
48%
50%
48%
53%
49%
Don't Know (DO NOT READ
4
-
-
1
5
2
-
5
4
5
3
5
3
-
1
5
OUT)
1%
-%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
274
41
61
130
371
249
-
376
317
369
335
367
276
8
66
376
NET: Satisfied
90%
85%
87%
88%
88%
89%
-%
88%
88%
88%
89%
88%
89%
72%
89%
88%
4
2
1
2
8
4
-
8
7
8
6
8
5
-
1
8
NET: Dissatisfied
1%
4%
1%
1%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qop1A. You Said Earlier That You Also Use [Qv5C Provider] For Your Postal Services Needs. Thinking Generally About The Service You Receive As A Whole As A Sender And Recipient Of Mail, On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Would You Rate The Quality Of The Services You Receive From [Qv5C Provider]? Base: All Respondents Who Use More Than One Mail Service Provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
2
-
*
2
-
2
-
2
*
2
-
*
2
2
Very Dissatisfied
29%
-%
*%
2%
-%
1%
-%
1%
*%
1%
-%
*%
2%
1%
c
6
-
2
3
2
2
-
6
2
4
1
1
4
6
Fairly Dissatisfied
71%
-%
1%
2%
6%
1%
-%
1%
2%
1%
1%
2%
3%
1%
a
Neither Satisfied Nor
-
-
21
12
4
22
-
38
11
27
19
6
13
38
Dissatisfied
-%
-%
8%
9%
13%
9%
-%
9%
9%
9%
8%
13%
9%
9%
-
167
95
56
12
96
3
164
39
128
93
20
54
167
Fairly Satisfied
-%
44%
37%
41%
39%
38%
32%
39%
34%
41%
39%
45%
39%
39%
-
209
134
63
13
129
5
204
62
148
123
17
66
209
Very Satisfied
-%
56%
53%
46%
42%
51%
62%
49%
53%
48%
51%
40%
47%
49%
Don't Know (DO NOT READ
-
-
3
1
*
2
*
4
2
2
4
-
*
5
OUT)
-%
-%
1%
1%
1%
1%
6%
1%
2%
1%
2%
-%
*%
1%
-
376
230
118
25
225
8
368
101
275
216
37
120
376
NET: Satisfied
-%
100%
90%
87%
81%
89%
94%
88%
87%
89%
90%
85%
86%
88%
8
-
2
5
2
4
-
8
2
6
1
1
6
8
NET: Dissatisfied
100%
-%
1%
3%
6%
2%
-%
2%
2%
2%
1%
2%
4%
2%
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b QOP1a. You said earlier that you also use [QV5c provider] for your postal services needs. Thinking generally about the service you receive as a whole as a sender and recipient of mail, on a scale of 1
to 5 where 1 is very dissatisfied and 5 is very satisfied, how would you rate the quality of the services you receive from [QV5c provider]?

Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
-
-
-
2
2
Very Dissatisfied
-%
-%
-%
2%
1%
*
2
*
4
6
Fairly Dissatisfied
*%
2%
*%
3%
1%
Neither Satisfied Nor
9
8
13
7
38
Dissatisfied
10%
8%
11%
6%
9%
38
42
39
48
167
Fairly Satisfied
40%
42%
33%
42%
39%
46
46
66
51
209
Very Satisfied
50%
46%
56%
45%
49%
Don't Know (DO NOT READ
-
2
*
2
5
OUT)
-%
2%
*%
2%
1%
84
88
105
99
376
NET: Satisfied
90%
88%
88%
87%
88%
*
2
*
6
8
NET: Dissatisfied
*%
2%
*%
5%
2%
bd
Columns Tested: a,b,c,d

Delivery time (when you receive your mail delivery) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
4
-
-
-
-
2
-
-
-
-
2
-
-
4
Very Dissatisfied
1%
-%
-%
-%
-%
4%
-%
-%
-%
-%
6%
-%
-%
1%
8
-
*
*
-
2
2
-
1
1
-
-
2
9
Fairly Dissatisfied
2%
-%
3%
3%
-%
4%
4%
-%
4%
4%
-%
-%
7%
2%
Neither Satisfied Nor
26
1
1
2
4
6
2
4
3
*
*
5
2
29
Dissatisfied
7%
6%
6%
8%
16%
12%
4%
5%
7%
1%
1%
8%
7%
7%
134
4
8
5
10
19
13
31
13
10
14
15
7
151
Fairly Satisfied
35%
40%
47%
28%
39%
38%
28%
38%
36%
34%
46%
28%
29%
35%
j
153
4
6
9
7
21
17
32
17
13
9
28
9
173
Very Satisfied
40%
48%
35%
50%
30%
41%
36%
39%
48%
44%
30%
51%
35%
41%
Don't Know (DO NOT READ
57
1
2
2
4
*
13
14
2
5
5
7
6
61
OUT)
15%
6%
9%
11%
16%
1%
27%
18%
5%
18%
17%
13%
21%
14%
h
ehkl
h
h
287
8
14
15
17
40
30
64
29
23
24
43
17
323
NET: Satisfied
75%
88%
82%
78%
68%
79%
65%
77%
84%
77%
76%
79%
64%
76%
g
12
-
*
*
-
4
2
-
1
1
2
-
2
13
NET: Dissatisfied
3%
-%
3%
3%
-%
8%
4%
-%
4%
4%
6%
-%
7%
3%
f
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Delivery time (when you receive your mail delivery) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                         |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                      | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                      | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                      | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | 2         | 2                       | -         | -      | 4   | 2     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | 3%        | 2%                      | -%        | -%     | 1%  | 2%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | -         | 4                       | 5         | -      | 9   | *     | 9     | -   | -    | -                     | -          | -          | 9               |
| 9                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | -%        | 3%                      | 3%        | -%     | 2%  | *%    | 3%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                       | 4         | 5                       | 16        | 4      | 25  | 6     | 23    | 2   | *    | -                     | 1          | 1          | 27              |
| 29                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                      | 6%        | 4%                      | 8%        | 23%    | 6%  | 6%    | 7%    | 8%  | 4%   | -%                    | 13%        | 8%         | 7%              |
| 7%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 22                      | 20        | 48                      | 60        | 2      | 149 | 42    | 109   | 8   | 1    | 1                     | 1          | 5          | 143             |
| 151                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 36%                     | 36%       | 41%                     | 31%       | 10%    | 36% | 41%   | 34%   | 32% | 26%  | 45%                   | 22%        | 35%        | 36%             |
| 35%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 25                      | 21        | 39                      | 87        | 10     | 163 | 40    | 133   | 12  | 2    | 1                     | 2          | 8          | 161             |
| 173                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 41%                     | 39%       | 34%                     | 45%       | 61%    | 40% | 39%   | 41%   | 50% | 51%  | 23%                   | 47%        | 54%        | 40%             |
| 41%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                       | 9         | 18                      | 25        | 1      | 60  | 12    | 49    | 3   | 1    | 1                     | 1          | *          | 58              |
| 61                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15%                     | 16%       | 15%                     | 13%       | 5%     | 15% | 12%   | 15%   | 11% | 19%  | 33%                   | 17%        | 3%         | 14%             |
| 14%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                      | 41        | 88                      | 147       | 12     | 311 | 82    | 242   | 20  | 3    | 2                     | 3          | 13         | 303             |
| 323                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 77%                     | 75%       | 75%                     | 76%       | 71%    | 76% | 80%   | 74%   | 82% | 76%  | 67%                   | 70%        | 89%        | 75%             |
| 76%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | 2         | 6                       | 5         | -      | 13  | 3     | 11    | -   | -    | -                     | -          | -          | 13              |
| 13                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | 3%        | 5%                      | 3%        | -%     | 3%  | 3%    | 3%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 3%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | f         |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Delivery time (when you receive your mail delivery) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
-
4
2
2
-
-
-
-
4
-
-
2
-
-
2
-
4
Very Dissatisfied
-%
2%
2%
1%
-%
-%
-%
-%
1%
-%
-%
5%
-%
-%
2%
-%
1%
b
a
8
-
6
2
-
-
2
-
7
-
1
-
-
1
2
5
9
Fairly Dissatisfied
4%
-%
5%
1%
-%
-%
5%
-%
3%
-%
11%
-%
-%
2%
2%
3%
2%
a
a
bde
Neither Satisfied Nor
11
16
4
22
3
4
4
1
18
*
-
2
5
5
7
10
29
Dissatisfied
5%
9%
4%
8%
11%
12%
10%
2%
6%
5%
-%
6%
7%
8%
8%
7%
7%
65
76
32
108
15
9
12
14
101
1
4
16
35
28
26
40
151
Fairly Satisfied
30%
42%
26%
40%
64%
27%
36%
35%
34%
35%
29%
36%
52%
41%
29%
29%
35%
b
b
abcd
abf
97
61
57
101
3
15
11
20
124
*
4
16
10
28
46
67
173
Very Satisfied
45%
34%
46%
37%
13%
44%
33%
51%
42%
5%
33%
37%
16%
41%
52%
48%
41%
a
e
e
e
d
d
d
d
Don't Know (DO NOT READ
36
23
20
38
3
6
5
4
43
2
3
7
17
6
7
19
61
OUT)
17%
13%
17%
14%
11%
17%
15%
11%
14%
55%
28%
16%
25%
9%
7%
13%
14%
bc
abc
162
137
89
210
18
23
23
34
225
2
8
33
45
56
73
108
323
NET: Satisfied
75%
76%
73%
77%
78%
71%
69%
87%
76%
40%
62%
73%
68%
82%
81%
76%
76%
f
f
8
4
8
4
-
-
2
-
11
-
1
2
-
1
4
5
13
NET: Dissatisfied
4%
2%
7%
1%
-%
-%
5%
-%
4%
-%
11%
5%
-%
2%
4%
3%
3%
a
d

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Delivery time (when you receive your mail delivery) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
4
4
-
4
2
4
4
4
4
4
4
2
2
-
4
Very Dissatisfied
1%
1%
-%
1%
1%
1%
3%
1%
1%
1%
1%
1%
2%
-%
1%
6
5
3
9
7
7
-
7
9
7
9
2
1
6
9
Fairly Dissatisfied
2%
1%
2%
2%
2%
2%
-%
2%
2%
2%
2%
1%
2%
4%
2%
e
e
e
e
Neither Satisfied Nor
21
21
4
28
18
19
8
22
28
19
26
8
4
17
29
Dissatisfied
7%
7%
4%
7%
6%
6%
6%
6%
7%
7%
7%
5%
5%
10%
7%
121
114
54
146
110
124
65
128
146
108
143
69
35
43
151
Fairly Satisfied
39%
37%
45%
37%
38%
37%
46%
38%
36%
39%
37%
43%
41%
25%
35%
acf
a
a
114
119
50
154
124
134
42
141
158
100
155
61
30
80
173
Very Satisfied
36%
38%
42%
39%
43%
40%
30%
41%
39%
37%
40%
38%
35%
46%
41%
e
e
e
e
Don't Know (DO NOT READ
47
47
8
56
27
49
22
39
56
35
54
19
13
28
61
OUT)
15%
15%
7%
14%
9%
15%
16%
12%
14%
13%
14%
12%
16%
16%
14%
c
235
233
103
301
234
259
107
268
303
208
299
130
65
123
323
NET: Satisfied
75%
75%
87%
76%
81%
76%
76%
79%
76%
76%
76%
81%
76%
71%
76%
b
a
10
8
3
13
8
11
4
11
13
11
13
4
3
6
13
NET: Dissatisfied
3%
3%
2%
3%
3%
3%
3%
3%
3%
4%
3%
2%
4%
4%
3%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Delivery time (when you receive your mail delivery) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
2
2
-
-
4
2
-
4
4
4
4
4
4
-
-
4
Very Dissatisfied
1%
4%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
4
5
*
1
9
9
-
9
9
9
7
9
4
-
2
9
Fairly Dissatisfied
1%
10%
1%
1%
2%
3%
-%
2%
3%
2%
2%
2%
1%
-%
2%
2%
ac
Neither Satisfied Nor
23
1
4
8
29
17
-
29
26
29
24
29
25
-
*
29
Dissatisfied
7%
2%
6%
5%
7%
6%
-%
7%
7%
7%
6%
7%
8%
-%
1%
7%
a
104
21
26
63
150
105
-
151
124
149
132
149
106
1
35
151
Fairly Satisfied
34%
43%
37%
42%
36%
38%
-%
35%
34%
35%
35%
36%
34%
12%
48%
35%
c
125
15
33
51
169
110
-
173
144
167
150
165
123
6
29
173
Very Satisfied
41%
30%
47%
35%
40%
39%
-%
40%
40%
40%
40%
40%
40%
54%
39%
41%
Don't Know (DO NOT READ
48
6
7
25
59
37
-
61
55
61
59
61
49
4
8
61
OUT)
16%
12%
10%
17%
14%
13%
-%
14%
15%
15%
16%
15%
16%
35%
11%
14%
229
35
59
114
320
215
-
323
268
316
282
314
229
7
64
323
NET: Satisfied
75%
73%
84%
77%
76%
77%
-%
76%
74%
75%
75%
75%
74%
65%
86%
76%
c
6
7
*
1
13
11
-
13
13
13
11
13
8
-
2
13
NET: Dissatisfied
2%
14%
1%
1%
3%
4%
-%
3%
4%
3%
3%
3%
3%
-%
2%
3%
ac
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Table 65  (continuation)                                                                                                                                                                        Page 555
Delivery time (when you receive your mail delivery) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
4
-
-
4
2
2
-
4
-
4
-
-
4
4
Very Dissatisfied
49%
-%
-%
3%
6%
1%
-%
1%
-%
1%
-%
-%
3%
1%
b
a
c
2
4
3
3
*
5
-
9
4
5
3
2
5
9
Fairly Dissatisfied
22%
1%
1%
2%
2%
2%
-%
2%
3%
2%
1%
4%
4%
2%
Neither Satisfied Nor
2
13
19
6
2
17
-
29
8
21
15
3
11
29
Dissatisfied
23%
3%
7%
4%
7%
7%
-%
7%
7%
7%
6%
6%
8%
7%
*
135
100
41
6
87
3
148
38
113
87
17
47
151
Fairly Satisfied
6%
36%
39%
30%
21%
34%
32%
35%
33%
36%
36%
38%
34%
35%
-
170
100
58
14
102
5
167
48
124
100
18
52
173
Very Satisfied
-%
45%
39%
42%
45%
40%
62%
40%
42%
40%
41%
41%
38%
41%
Don't Know (DO NOT READ
-
54
33
25
6
40
*
60
17
44
36
5
20
61
OUT)
-%
14%
13%
19%
19%
16%
6%
14%
15%
14%
15%
10%
14%
14%
*
305
200
98
20
189
8
315
86
237
187
35
99
323
NET: Satisfied
6%
81%
78%
72%
66%
75%
94%
75%
74%
76%
78%
80%
71%
76%
6
4
3
7
2
7
-
13
4
9
3
2
9
13
NET: Dissatisfied
71%
1%
1%
5%
7%
3%
-%
3%
3%
3%
1%
4%
6%
3%
b
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Delivery time (when you receive your mail delivery) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
-
-
-
4
4
Very Dissatisfied
-%
-%
-%
3%
1%
b
5
3
-
1
9
Fairly Dissatisfied
6%
3%
-%
1%
2%
b
Neither Satisfied Nor
6
11
7
6
29
Dissatisfied
6%
11%
6%
5%
7%
29
37
47
38
151
Fairly Satisfied
31%
37%
39%
33%
35%
40
33
53
47
173
Very Satisfied
43%
33%
44%
41%
41%
Don't Know (DO NOT READ
13
16
13
18
61
OUT)
14%
16%
11%
16%
14%
69
70
99
85
323
NET: Satisfied
74%
70%
84%
74%
76%
c
5
3
-
5
13
NET: Dissatisfied
6%
3%
-%
5%
3%
b
b
Columns Tested: a,b,c,d

Delivery consistency / reliability (e.g. arrives as promised consistently) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5
point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
*
-
-
-
-
-
-
*
-
-
-
-
-
*
Very Dissatisfied
*%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
7
-
*
*
-
2
*
-
1
1
2
-
-
8
Fairly Dissatisfied
2%
-%
3%
3%
-%
4%
*%
-%
4%
4%
6%
-%
-%
2%
Neither Satisfied Nor
42
1
*
1
4
13
4
7
2
1
4
5
2
44
Dissatisfied
11%
7%
3%
8%
16%
25%
8%
9%
5%
5%
12%
10%
7%
10%
defjkm
137
3
9
6
11
13
15
33
15
10
11
15
13
156
Fairly Satisfied
36%
34%
55%
31%
43%
26%
32%
41%
44%
34%
35%
28%
51%
37%
bghjm
159
6
5
9
10
23
19
32
15
12
11
30
7
179
Very Satisfied
42%
59%
30%
50%
42%
45%
40%
39%
44%
39%
36%
54%
28%
42%
k
k
Don't Know (DO NOT READ
37
-
2
2
-
-
9
9
1
5
4
5
4
40
OUT)
10%
-%
9%
9%
-%
-%
20%
11%
4%
18%
11%
8%
14%
9%
ehl
hl
296
9
14
15
21
36
34
66
31
21
22
45
20
334
NET: Satisfied
78%
93%
85%
81%
84%
71%
72%
80%
87%
73%
71%
82%
79%
78%
dghm
7
-
*
*
-
2
*
*
1
1
2
-
-
8
NET: Dissatisfied
2%
-%
3%
3%
-%
4%
*%
*%
4%
4%
6%
-%
-%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Delivery consistency / reliability (e.g. arrives as promised consistently) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5
point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | -                       | -         | *      | -   | -     | *     | *   | *    | -                     | -          | -          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | -%                      | -%        | 1%     | -%  | -%    | *%    | 1%  | 4%   | -%                    | -%         | -%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | 4                       | 1         | -      | 8   | *     | 7     | *   | -    | -                     | -          | *          | 7               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 3%        | 4%                      | 1%        | -%     | 2%  | *%    | 2%    | 1%  | -%   | -%                    | -%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | 9         | 8                       | 22        | 4      | 40  | 11    | 34    | 2   | *    | *                     | 1          | 1          | 42              |
| 44                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9%                                                | 16%       | 7%                      | 12%       | 23%    | 10% | 10%   | 10%   | 9%  | 6%   | 8%                    | 20%        | 6%         | 10%             |
| 10%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 28                                                | 20        | 51                      | 56        | 5      | 151 | 43    | 112   | 8   | 1    | 1                     | 1          | 5          | 148             |
| 156                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 45%                                               | 37%       | 44%                     | 29%       | 30%    | 37% | 43%   | 35%   | 33% | 20%  | 35%                   | 26%        | 38%        | 37%             |
| 37%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 25                                                | 17        | 42                      | 95        | 7      | 171 | 41    | 138   | 13  | 2    | 1                     | 2          | 7          | 166             |
| 179                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 41%                                               | 30%       | 36%                     | 49%       | 45%    | 42% | 40%   | 42%   | 52% | 66%  | 33%                   | 51%        | 52%        | 41%             |
| 42%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bc                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 7         | 12                      | 18        | *      | 40  | 6     | 33    | 1   | *    | 1                     | *          | *          | 39              |
| 40                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                                                | 13%       | 10%                     | 9%        | 2%     | 10% | 6%    | 10%   | 5%  | 4%   | 24%                   | 3%         | 2%         | 10%             |
| 9%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 53                                                | 37        | 93                      | 151       | 12     | 322 | 84    | 250   | 21  | 3    | 2                     | 4          | 13         | 314             |
| 334                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 86%                                               | 67%       | 80%                     | 79%       | 75%    | 79% | 83%   | 77%   | 85% | 86%  | 67%                   | 77%        | 91%        | 78%             |
| 78%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 4                       | 1         | *      | 8   | *     | 7     | *   | *    | -                     | -          | *          | 7               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 3%        | 4%                      | 1%        | 1%     | 2%  | *%    | 2%    | 1%  | 4%   | -%                    | -%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Delivery consistency / reliability (e.g. arrives as promised consistently) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5
point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
-
-
-
-
*
-
-
-
-
-
-
-
-
-
*
-
*
Very Dissatisfied
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
*%
3
3
-
6
-
-
-
1
7
-
1
2
-
2
2
-
8
Fairly Dissatisfied
2%
2%
-%
2%
-%
-%
-%
2%
2%
-%
11%
5%
-%
3%
2%
-%
2%
abd
a
Neither Satisfied Nor
20
19
9
30
4
3
4
6
28
*
*
6
6
3
10
18
44
Dissatisfied
9%
10%
7%
11%
18%
8%
12%
15%
9%
5%
4%
14%
9%
4%
11%
13%
10%
66
79
42
103
14
13
16
10
102
1
4
16
37
27
26
44
156
Fairly Satisfied
30%
44%
34%
38%
62%
39%
48%
27%
34%
35%
30%
37%
56%
39%
29%
31%
37%
b
ab
abcef
107
60
59
107
4
14
10
20
131
*
4
18
10
31
45
71
179
Very Satisfied
49%
33%
48%
39%
17%
42%
29%
51%
44%
5%
35%
40%
15%
45%
51%
50%
42%
a
e
ce
e
d
d
d
d
d
Don't Know (DO NOT READ
21
19
12
27
*
4
4
2
30
2
3
2
14
6
6
8
40
OUT)
9%
10%
10%
10%
2%
11%
11%
5%
10%
55%
21%
4%
20%
8%
7%
6%
9%
abe
abce
173
139
101
210
18
27
26
30
233
2
8
34
47
58
72
114
334
NET: Satisfied
80%
77%
83%
77%
79%
81%
77%
78%
78%
40%
65%
77%
71%
84%
80%
81%
78%
f
3
3
-
6
*
-
-
1
7
-
1
2
-
2
2
-
8
NET: Dissatisfied
2%
2%
-%
2%
1%
-%
-%
2%
2%
-%
11%
5%
-%
3%
2%
-%
2%
abd
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Delivery consistency / reliability (e.g. arrives as promised consistently) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5
point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
-
-
-
*
*
*
*
*
*
*
*
*
-
-
*
Very Dissatisfied
-%
-%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
6
5
2
8
2
8
5
5
8
8
8
5
3
-
8
Fairly Dissatisfied
2%
2%
2%
2%
1%
2%
3%
1%
2%
3%
2%
3%
4%
-%
2%
a
a
Neither Satisfied Nor
34
36
9
42
28
29
17
33
42
33
40
13
5
26
44
Dissatisfied
11%
12%
8%
11%
10%
8%
12%
10%
11%
12%
10%
8%
6%
15%
10%
b
118
114
55
150
108
132
59
128
150
105
145
67
35
49
156
Fairly Satisfied
38%
37%
46%
38%
38%
39%
42%
38%
37%
38%
37%
42%
40%
28%
37%
a
a
119
121
48
159
130
135
44
145
162
100
160
61
36
81
179
Very Satisfied
38%
39%
41%
40%
45%
40%
31%
43%
40%
37%
41%
38%
42%
47%
42%
e
e
e
e
Don't Know (DO NOT READ
36
33
4
38
19
35
17
28
39
27
38
15
7
18
40
OUT)
11%
11%
4%
10%
7%
10%
12%
8%
10%
10%
10%
9%
8%
10%
9%
c
237
235
103
309
238
267
102
273
311
205
305
128
71
131
334
NET: Satisfied
76%
76%
87%
78%
83%
79%
73%
80%
78%
75%
78%
80%
82%
75%
78%
b
e
6
5
2
8
3
8
5
5
8
8
8
5
3
-
8
NET: Dissatisfied
2%
2%
2%
2%
1%
2%
4%
2%
2%
3%
2%
3%
4%
-%
2%
a
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Delivery consistency / reliability (e.g. arrives as promised consistently) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5
point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
*
-
-
*
*
-
-
*
*
*
*
*
-
-
-
*
Very Dissatisfied
*%
-%
-%
*%
*%
-%
-%
*%
*%
*%
*%
*%
-%
-%
-%
*%
4
3
*
*
8
5
-
8
8
8
7
8
5
-
1
8
Fairly Dissatisfied
1%
6%
1%
*%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%
c
Neither Satisfied Nor
32
5
7
18
44
32
-
44
39
44
38
44
32
2
4
44
Dissatisfied
11%
9%
10%
12%
10%
12%
-%
10%
11%
11%
10%
11%
10%
16%
6%
10%
108
18
28
63
155
103
-
156
128
154
135
154
109
1
33
156
Fairly Satisfied
35%
37%
40%
43%
37%
37%
-%
37%
35%
37%
36%
37%
35%
12%
45%
37%
127
20
32
51
175
114
-
179
152
174
158
172
133
4
29
179
Very Satisfied
42%
40%
45%
34%
42%
41%
-%
42%
42%
41%
42%
41%
43%
38%
39%
42%
Don't Know (DO NOT READ
34
3
2
15
38
25
-
40
34
40
38
40
31
4
6
40
OUT)
11%
7%
3%
11%
9%
9%
-%
9%
10%
10%
10%
10%
10%
35%
8%
9%
a
235
38
60
113
331
217
-
334
280
327
292
325
242
5
62
334
NET: Satisfied
77%
78%
86%
77%
79%
78%
-%
78%
78%
78%
78%
78%
78%
49%
84%
78%
4
3
*
1
8
5
-
8
8
8
7
8
5
-
1
8
NET: Dissatisfied
1%
6%
1%
*%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Delivery consistency / reliability (e.g. arrives as promised consistently) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5
point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
*
-
-
-
-
-
-
*
-
*
-
*
-
*
Very Dissatisfied
2%
-%
-%
-%
-%
-%
-%
*%
-%
*%
-%
*%
-%
*%
4
-
4
2
2
2
-
8
1
6
3
1
4
8
Fairly Dissatisfied
46%
-%
2%
1%
6%
1%
-%
2%
1%
2%
1%
1%
3%
2%
a
Neither Satisfied Nor
3
19
26
12
1
29
-
44
11
33
21
5
18
44
Dissatisfied
35%
5%
10%
9%
2%
11%
-%
11%
10%
11%
9%
12%
13%
10%
1
145
101
42
7
92
2
153
39
116
90
13
52
156
Fairly Satisfied
17%
38%
39%
31%
22%
36%
27%
37%
34%
38%
37%
30%
37%
37%
-
179
103
63
16
109
6
173
51
128
102
20
54
179
Very Satisfied
-%
48%
40%
46%
52%
43%
68%
41%
44%
41%
43%
45%
39%
42%
Don't Know (DO NOT READ
-
33
22
17
6
22
*
39
13
27
24
5
11
40
OUT)
-%
9%
9%
13%
19%
9%
6%
9%
11%
9%
10%
10%
8%
9%
1
323
203
105
23
201
8
326
90
244
192
33
106
334
NET: Satisfied
17%
86%
80%
77%
73%
79%
94%
78%
78%
79%
80%
76%
76%
78%
4
-
4
2
2
2
-
8
1
6
3
1
4
8
NET: Dissatisfied
48%
-%
2%
1%
6%
1%
-%
2%
1%
2%
1%
2%
3%
2%
a

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Delivery consistency / reliability (e.g. arrives as promised consistently) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5
point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
-
-
*
-
*
Very Dissatisfied
-%
-%
*%
-%
*%
1
*
2
4
8
Fairly Dissatisfied
1%
*%
2%
3%
2%
Neither Satisfied Nor
9
16
11
8
44
Dissatisfied
10%
16%
9%
7%
10%
a
31
40
41
43
156
Fairly Satisfied
34%
40%
35%
38%
37%
46
39
52
42
179
Very Satisfied
49%
40%
43%
36%
42%
Don't Know (DO NOT READ
6
4
13
18
40
OUT)
6%
4%
11%
16%
9%
c
cd
78
79
93
85
334
NET: Satisfied
83%
80%
78%
74%
78%
1
*
2
4
8
NET: Dissatisfied
1%
*%
2%
3%
2%
Columns Tested: a,b,c,d

Time of collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
2
-
*
*
-
-
2
*
-
-
-
-
-
3
Very Dissatisfied
1%
-%
3%
3%
-%
-%
4%
*%
-%
-%
-%
-%
-%
1%
m
7
-
-
1
-
4
-
2
-
-
-
*
-
7
Fairly Dissatisfied
2%
-%
-%
3%
-%
8%
-%
2%
-%
-%
-%
1%
-%
2%
m
Neither Satisfied Nor
32
1
3
2
6
8
*
4
3
2
4
4
2
37
Dissatisfied
8%
10%
15%
9%
23%
17%
1%
4%
7%
6%
12%
8%
7%
9%
g
fg
126
4
6
4
7
19
19
31
13
9
7
14
6
139
Fairly Satisfied
33%
45%
33%
21%
27%
38%
40%
38%
36%
32%
24%
25%
23%
33%
j
j
j
180
4
6
11
13
17
15
39
20
17
15
30
14
201
Very Satisfied
47%
45%
35%
59%
50%
33%
32%
48%
56%
58%
47%
55%
56%
47%
ghk
g
g
Don't Know (DO NOT READ
36
-
2
1
-
2
11
6
*
1
5
6
4
39
OUT)
9%
-%
13%
6%
-%
4%
23%
7%
1%
4%
17%
12%
14%
9%
el
defhjlm
e
305
8
12
15
19
36
34
71
32
26
22
44
20
340
NET: Satisfied
80%
90%
69%
80%
77%
71%
72%
86%
92%
90%
71%
80%
79%
80%
k
k
ghk
k
8
-
*
1
-
4
2
2
-
-
-
*
-
10
NET: Dissatisfied
2%
-%
3%
6%
-%
8%
4%
3%
-%
-%
-%
1%
-%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Time of collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 3                       | -         | *      | 3   | *     | 2     | *   | *    | -                     | -          | -          | 3               |
| 3                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | 2%                      | -%        | 1%     | 1%  | *%    | 1%    | 1%  | 4%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | 2                       | 4         | *      | 7   | *     | 7     | 1   | -    | *                     | -          | *          | 7               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | 2%                      | 2%        | 2%     | 2%  | *%    | 2%    | 2%  | -%   | 5%                    | -%         | 3%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6                                                 | 6         | 4                       | 21        | 2      | 35  | 7     | 30    | 2   | *    | -                     | 1          | 1          | 36              |
| 37                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10%                                               | 11%       | 4%                      | 11%       | 11%    | 9%  | 7%    | 9%    | 7%  | 9%   | -%                    | 14%        | 5%         | 9%              |
| 9%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                                                | 27        | 51                      | 47        | 5      | 134 | 41    | 98    | 8   | 1    | 1                     | 2          | 4          | 131             |
| 139                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 25%                                               | 48%       | 43%                     | 24%       | 33%    | 33% | 40%   | 30%   | 32% | 23%  | 32%                   | 41%        | 31%        | 33%             |
| 33%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ad                                                | ad        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 37                                                | 21        | 47                      | 97        | 7      | 194 | 42    | 159   | 13  | 2    | 1                     | 2          | 8          | 188             |
| 201                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 60%                                               | 37%       | 40%                     | 50%       | 41%    | 47% | 41%   | 49%   | 54% | 57%  | 50%                   | 40%        | 58%        | 47%             |
| 47%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bc                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 10                      | 25        | 2      | 37  | 11    | 28    | 1   | *    | *                     | *          | *          | 38              |
| 39                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 4%        | 9%                      | 13%       | 12%    | 9%  | 11%   | 9%    | 5%  | 7%   | 13%                   | 5%         | 3%         | 9%              |
| 9%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 52                                                | 47        | 98                      | 143       | 12     | 328 | 83    | 257   | 21  | 3    | 2                     | 4          | 13         | 319             |
| 340                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 84%                                               | 85%       | 84%                     | 74%       | 74%    | 80% | 82%   | 79%   | 85% | 80%  | 82%                   | 81%        | 89%        | 79%             |
| 80%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | 5                       | 4         | *      | 10  | 1     | 9     | 1   | *    | *                     | -          | *          | 9               |
| 10                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | 4%                      | 2%        | 3%     | 2%  | 1%    | 3%    | 3%  | 4%   | 5%                    | -%         | 3%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Time of collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
2
*
2
*
*
-
-
*
2
-
-
-
-
*
*
2
3
Very Dissatisfied
1%
*%
2%
*%
1%
-%
-%
1%
1%
-%
-%
-%
-%
1%
*%
2%
1%
3
4
-
7
1
*
-
2
4
*
*
2
-
-
2
2
7
Fairly Dissatisfied
1%
2%
-%
3%
4%
*%
-%
5%
1%
3%
4%
6%
-%
-%
3%
1%
2%
d
Neither Satisfied Nor
18
5
31
*
8
2
1
27
1
1
*
9
5
6
15
37
Dissatisfied
8%
10%
4%
11%
1%
23%
7%
2%
9%
37%
5%
1%
13%
8%
6%
11%
9%
b
abe
e
e
60
70
41
89
10
6
11
20
91
-
3
12
32
26
29
37
139
Fairly Satisfied
28%
39%
34%
33%
45%
19%
34%
51%
31%
-%
26%
28%
49%
38%
32%
26%
33%
b
d
ad
abef
120
67
66
120
11
18
19
16
137
1
6
25
19
31
49
70
201
Very Satisfied
55%
37%
54%
44%
50%
55%
54%
41%
46%
14%
47%
57%
29%
44%
55%
50%
47%
a
d
d
d
Don't Know (DO NOT READ
14
20
8
26
-
1
2
-
36
2
2
4
6
7
4
15
39
OUT)
6%
11%
6%
9%
-%
2%
5%
-%
12%
47%
18%
9%
9%
10%
4%
10%
9%
be
b
180
137
108
209
22
25
30
36
228
1
9
38
52
57
78
107
340
NET: Satisfied
83%
76%
88%
77%
95%
74%
88%
92%
77%
14%
73%
85%
78%
82%
87%
76%
80%
a
ad
ad
a
5
5
2
8
1
*
-
3
6
*
*
2
-
*
2
4
10
NET: Dissatisfied
2%
3%
2%
3%
4%
*%
-%
7%
2%
3%
4%
6%
-%
1%
3%
3%
2%
d

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Time of collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
3
3
*
3
3
3
1
3
3
2
3
1
-
2
3
Very Dissatisfied
1%
1%
*%
1%
1%
1%
*%
1%
1%
1%
1%
1%
-%
1%
1%
7
7
4
7
5
6
4
7
7
7
7
3
4
*
7
Fairly Dissatisfied
2%
2%
4%
2%
2%
2%
3%
2%
2%
3%
2%
2%
5%
*%
2%
a
Neither Satisfied Nor
23
27
6
36
25
30
10
28
36
18
36
13
4
18
37
Dissatisfied
7%
9%
5%
9%
9%
9%
7%
8%
9%
7%
9%
8%
5%
10%
9%
114
107
47
137
98
117
54
117
137
98
133
59
26
54
139
Fairly Satisfied
36%
35%
40%
34%
34%
35%
39%
34%
34%
36%
34%
37%
31%
31%
33%
141
138
58
182
144
156
56
166
184
120
179
74
39
85
201
Very Satisfied
45%
44%
49%
46%
50%
46%
40%
49%
46%
44%
46%
46%
46%
48%
47%
e
Don't Know (DO NOT READ
26
28
3
33
14
26
16
19
33
28
33
10
12
16
39
OUT)
8%
9%
2%
8%
5%
8%
12%
6%
8%
10%
9%
6%
14%
9%
9%
c
d
d
c
254
245
105
318
242
273
110
283
321
218
312
133
66
138
340
NET: Satisfied
81%
79%
89%
80%
84%
81%
78%
83%
80%
80%
80%
83%
76%
79%
80%
b
9
9
5
10
8
9
5
10
10
10
10
4
4
2
10
NET: Dissatisfied
3%
3%
4%
2%
3%
3%
4%
3%
2%
3%
2%
3%
5%
1%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Time of collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
1
2
*
1
3
3
-
3
3
3
1
3
3
-
-
3
Very Dissatisfied
*%
4%
1%
*%
1%
1%
-%
1%
1%
1%
*%
1%
1%
-%
-%
1%
c
6
*
*
2
7
4
-
7
7
7
7
7
3
-
4
7
Fairly Dissatisfied
2%
1%
1%
2%
2%
2%
-%
2%
2%
2%
2%
2%
1%
-%
5%
2%
c
Neither Satisfied Nor
31
2
4
10
37
22
-
37
34
37
34
37
30
-
3
37
Dissatisfied
10%
5%
6%
7%
9%
8%
-%
9%
9%
9%
9%
9%
10%
-%
4%
9%
102
14
22
58
139
99
-
139
113
137
121
137
103
3
24
139
Fairly Satisfied
33%
29%
31%
40%
33%
35%
-%
33%
31%
33%
32%
33%
33%
29%
33%
33%
137
26
38
65
199
134
-
201
178
198
181
196
144
6
38
201
Very Satisfied
45%
54%
53%
44%
47%
48%
-%
47%
49%
47%
48%
47%
46%
52%
52%
47%
Don't Know (DO NOT READ
29
4
6
11
35
18
-
39
27
37
32
37
27
2
4
39
OUT)
10%
8%
8%
7%
8%
6%
-%
9%
7%
9%
9%
9%
9%
19%
6%
9%
239
41
60
123
339
233
-
340
291
335
302
333
247
9
63
340
NET: Satisfied
78%
83%
85%
84%
80%
83%
-%
80%
80%
80%
80%
80%
80%
81%
85%
80%
7
2
1
3
10
7
-
10
10
10
8
10
6
-
4
10
NET: Dissatisfied
2%
4%
1%
2%
2%
3%
-%
2%
3%
2%
2%
2%
2%
-%
5%
2%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Time of collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
1
-
2
*
-
2
-
3
2
1
-
2
*
3
Very Dissatisfied
14%
-%
1%
*%
-%
1%
-%
1%
2%
*%
-%
6%
*%
1%
a
ac
-
2
6
1
*
5
-
7
2
5
4
1
2
7
Fairly Dissatisfied
-%
1%
2%
1%
*%
2%
-%
2%
2%
2%
2%
2%
2%
2%
Neither Satisfied Nor
*
26
25
8
3
16
-
37
13
25
21
4
13
37
Dissatisfied
4%
7%
10%
6%
11%
6%
-%
9%
11%
8%
9%
8%
9%
9%
4
123
84
46
7
74
2
137
31
108
79
14
45
139
Fairly Satisfied
44%
33%
33%
34%
22%
29%
21%
33%
27%
35%
33%
33%
33%
33%
1
194
117
69
17
130
5
196
60
141
107
22
68
201
Very Satisfied
16%
52%
46%
50%
54%
51%
61%
47%
52%
45%
45%
51%
49%
47%
Don't Know (DO NOT READ
2
31
21
13
4
26
2
37
8
31
29
*
10
39
OUT)
22%
8%
8%
9%
13%
10%
18%
9%
7%
10%
12%
*%
7%
9%
b
5
317
201
115
24
204
7
333
91
249
187
37
114
340
NET: Satisfied
60%
84%
79%
84%
76%
80%
82%
80%
79%
80%
78%
84%
82%
80%
1
2
8
2
*
7
-
10
4
6
4
3
3
10
NET: Dissatisfied
14%
1%
3%
1%
*%
3%
-%
2%
4%
2%
2%
8%
2%
2%
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Time of collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
2
*
*
*
3
Very Dissatisfied
2%
*%
*%
*%
1%
-
-
4
3
7
Fairly Dissatisfied
-%
-%
4%
2%
2%
c
Neither Satisfied Nor
8
12
9
9
37
Dissatisfied
8%
12%
7%
8%
9%
21
39
35
45
139
Fairly Satisfied
23%
39%
29%
39%
33%
d
d
52
43
63
43
201
Very Satisfied
56%
43%
53%
38%
47%
a
a
Don't Know (DO NOT READ
11
6
8
15
39
OUT)
11%
6%
7%
13%
9%
73
81
98
88
340
NET: Satisfied
78%
82%
82%
77%
80%
2
*
5
3
10
NET: Dissatisfied
2%
*%
4%
3%
2%
Columns Tested: a,b,c,d

Collection reliability (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
2
-
-
*
-
2
*
-
-
-
-
-
-
3
Very Dissatisfied
1%
-%
-%
3%
-%
4%
*%
-%
-%
-%
-%
-%
-%
1%
2
-
*
*
1
-
-
*
-
*
-
-
-
3
Fairly Dissatisfied
*%
-%
3%
3%
5%
-%
-%
*%
-%
1%
-%
-%
-%
1%
Neither Satisfied Nor
19
*
*
2
*
4
4
2
3
*
2
4
-
22
Dissatisfied
5%
5%
3%
10%
1%
8%
8%
3%
7%
1%
6%
8%
-%
5%
113
4
7
3
9
17
11
26
13
6
11
12
8
127
Fairly Satisfied
30%
43%
40%
19%
38%
34%
25%
32%
36%
19%
35%
22%
31%
30%
dj
dj
211
4
7
11
14
25
22
48
20
22
13
32
14
234
Very Satisfied
55%
47%
40%
60%
56%
50%
48%
59%
56%
75%
42%
59%
56%
55%
ghklm
Don't Know (DO NOT READ
34
*
2
1
-
2
9
6
*
1
5
6
4
37
OUT)
9%
5%
13%
6%
-%
4%
20%
7%
1%
4%
17%
12%
14%
9%
e
ejm
e
325
8
14
15
24
43
34
74
32
28
24
44
22
361
NET: Satisfied
85%
90%
81%
79%
94%
83%
72%
90%
92%
94%
77%
81%
86%
85%
g
g
g
g
4
-
*
1
1
2
*
*
-
*
-
-
-
5
NET: Dissatisfied
1%
-%
3%
5%
5%
4%
*%
*%
-%
1%
-%
-%
-%
1%
m
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Collection reliability (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                         |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                      | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                      | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                      | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | 2         | *                       | -         | -      | 3   | -     | 3     | *   | -    | -                     | -          | *          | 3               |
| 3                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | 4%        | *%                      | -%        | -%     | 1%  | -%    | 1%    | 1%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | 1         | *                       | *         | *      | 2   | *     | 2     | *   | *    | -                     | *          | -          | 2               |
| 3                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                      | 2%        | *%                      | *%        | 1%     | 1%  | *%    | 1%    | 1%  | 4%   | -%                    | 4%         | -%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                       | 2         | 3                       | 9         | -      | 22  | 5     | 18    | 1   | -    | -                     | *          | 1          | 21              |
| 22                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                     | 4%        | 3%                      | 5%        | -%     | 5%  | 4%    | 5%    | 4%  | -%   | -%                    | 7%         | 4%         | 5%              |
| 5%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 13                      | 23        | 40                      | 52        | 5      | 122 | 33    | 95    | 8   | 1    | 1                     | 2          | 5          | 119             |
| 127                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 21%                     | 41%       | 35%                     | 27%       | 31%    | 30% | 32%   | 29%   | 33% | 26%  | 27%                   | 39%        | 34%        | 30%             |
| 30%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ad                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 39                      | 25        | 63                      | 108       | 11     | 223 | 53    | 181   | 14  | 2    | 1                     | 2          | 8          | 220             |
| 234                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 63%                     | 45%       | 54%                     | 56%       | 67%    | 54% | 52%   | 56%   | 57% | 63%  | 60%                   | 44%        | 59%        | 55%             |
| 55%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| c                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                       | 2         | 10                      | 23        | *      | 37  | 11    | 26    | 1   | *    | *                     | *          | *          | 36              |
| 37                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                      | 4%        | 8%                      | 12%       | 2%     | 9%  | 11%   | 8%    | 4%  | 7%   | 13%                   | 5%         | 2%         | 9%              |
| 9%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 51                      | 47        | 103                     | 160       | 16     | 345 | 86    | 276   | 22  | 3    | 2                     | 4          | 13         | 339             |
| 361                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 83%                     | 86%       | 88%                     | 83%       | 98%    | 84% | 84%   | 85%   | 90% | 88%  | 87%                   | 83%        | 93%        | 84%             |
| 85%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | 4         | 1                       | *         | *      | 5   | *     | 5     | *   | *    | -                     | *          | *          | 5               |
| 5                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                      | 6%        | 1%                      | *%        | 1%     | 1%  | *%    | 1%    | 2%  | 4%   | -%                    | 4%         | 1%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| abd                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Collection reliability (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
-
1
-
1
-
-
2
*
*
-
-
*
-
*
-
2
3
Very Dissatisfied
-%
*%
-%
*%
-%
-%
6%
1%
*%
-%
-%
*%
-%
1%
-%
2%
1%
a
1
1
-
2
*
-
-
*
2
*
-
-
-
*
1
1
3
Fairly Dissatisfied
1%
1%
-%
1%
1%
-%
-%
1%
1%
5%
-%
-%
-%
1%
1%
1%
1%
Neither Satisfied Nor
7
15
3
19
2
4
-
*
16
1
*
-
6
4
5
6
22
Dissatisfied
3%
8%
2%
7%
10%
12%
-%
*%
5%
32%
4%
-%
9%
5%
5%
4%
5%
b
b
bc
e
60
62
35
87
7
8
9
18
84
*
4
13
32
19
23
36
127
Fairly Satisfied
28%
35%
28%
32%
31%
26%
27%
48%
28%
3%
29%
30%
48%
27%
26%
26%
30%
ad
abce
134
83
77
140
13
20
21
19
161
1
6
27
23
39
57
82
234
Very Satisfied
62%
46%
63%
51%
57%
60%
61%
50%
54%
14%
48%
60%
35%
56%
63%
58%
55%
a
a
d
d
d
d
Don't Know (DO NOT READ
14
18
8
24
-
1
2
-
35
2
2
4
6
7
4
13
37
OUT)
6%
10%
6%
9%
-%
2%
5%
-%
12%
47%
18%
9%
8%
10%
5%
9%
9%
be
b
194
145
112
226
20
28
30
38
245
1
10
40
55
58
80
119
361
NET: Satisfied
89%
81%
92%
83%
89%
85%
89%
97%
82%
16%
78%
91%
83%
84%
89%
84%
85%
a
a
a
1
2
-
3
*
-
2
1
2
*
-
*
-
1
1
3
5
NET: Dissatisfied
1%
1%
-%
1%
1%
-%
6%
2%
1%
5%
-%
*%
-%
1%
1%
2%
1%
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Collection reliability (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
1
*
-
3
3
1
*
3
3
3
1
1
2
-
3
Very Dissatisfied
*%
*%
-%
1%
1%
*%
*%
1%
1%
1%
*%
*%
2%
-%
1%
a
2
2
1
3
2
3
1
3
3
2
3
1
-
2
3
Fairly Dissatisfied
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
-%
1%
1%
Neither Satisfied Nor
21
19
5
22
16
15
8
19
22
15
22
11
*
11
22
Dissatisfied
7%
6%
4%
5%
6%
4%
6%
5%
6%
6%
6%
7%
*%
6%
5%
b
b
99
94
44
126
86
113
47
102
126
85
121
53
25
49
127
Fairly Satisfied
32%
30%
37%
32%
30%
33%
33%
30%
31%
31%
31%
33%
29%
28%
30%
163
168
65
213
167
181
70
196
215
142
213
85
46
99
234
Very Satisfied
52%
54%
55%
54%
58%
53%
50%
58%
54%
52%
54%
53%
54%
56%
55%
Don't Know (DO NOT READ
27
27
3
32
14
26
14
17
32
26
32
10
12
14
37
OUT)
9%
9%
3%
8%
5%
8%
10%
5%
8%
10%
8%
7%
14%
8%
9%
c
d
d
c
262
262
109
338
253
294
117
299
341
227
335
138
71
148
361
NET: Satisfied
84%
85%
91%
85%
88%
87%
83%
88%
85%
83%
85%
86%
83%
85%
85%
3
2
1
5
5
3
1
5
5
5
3
1
2
2
5
NET: Dissatisfied
1%
1%
1%
1%
2%
1%
1%
2%
1%
2%
1%
1%
2%
1%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Collection reliability (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
3
-
-
-
3
3
-
3
3
3
2
3
1
-
-
3
Very Dissatisfied
1%
-%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
*%
-%
-%
1%
*
2
1
3
3
2
-
3
3
3
3
3
2
-
-
3
Fairly Dissatisfied
*%
4%
1%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
c
Neither Satisfied Nor
19
2
1
6
22
13
-
22
18
22
17
22
19
-
4
22
Dissatisfied
6%
5%
1%
4%
5%
5%
-%
5%
5%
5%
4%
5%
6%
-%
5%
5%
93
14
19
56
127
92
-
127
105
126
113
126
95
4
20
127
Fairly Satisfied
31%
28%
27%
38%
30%
33%
-%
30%
29%
30%
30%
30%
31%
33%
27%
30%
163
27
44
71
232
151
-
234
208
231
210
229
168
5
45
234
Very Satisfied
53%
56%
62%
48%
55%
54%
-%
55%
57%
55%
56%
55%
54%
48%
61%
55%
Don't Know (DO NOT READ
28
4
6
11
34
18
-
37
25
35
31
35
25
2
5
37
OUT)
9%
8%
8%
8%
8%
7%
-%
9%
7%
8%
8%
8%
8%
19%
6%
9%
256
41
63
128
360
243
-
361
312
356
323
354
263
9
66
361
NET: Satisfied
84%
84%
90%
87%
86%
87%
-%
85%
86%
85%
86%
85%
85%
81%
89%
85%
3
2
1
3
5
5
-
5
5
5
5
5
3
-
-
5
NET: Dissatisfied
1%
4%
1%
2%
1%
2%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Collection reliability (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is
very satisfied?)
Base: All Respondents who use more than one mail service provider
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
1
-
*
*
-
*
-
3
-
3
-
1
2
3
Very Dissatisfied
8%
-%
*%
*%
-%
*%
-%
1%
-%
1%
-%
1%
2%
1%
c
*
2
1
1
-
2
-
3
*
2
*
*
2
3
Fairly Dissatisfied
4%
*%
*%
1%
-%
1%
-%
1%
*%
1%
*%
1%
1%
1%
Neither Satisfied Nor
-
10
17
5
2
11
-
22
10
12
13
7
1
22
Dissatisfied
-%
3%
7%
4%
8%
4%
-%
5%
9%
4%
6%
16%
1%
5%
a
a
ac
4
108
81
37
5
74
2
126
33
95
71
10
46
127
Fairly Satisfied
50%
29%
32%
27%
17%
29%
21%
30%
28%
30%
29%
23%
33%
30%
1
227
137
81
19
141
5
229
64
170
128
25
78
234
Very Satisfied
16%
60%
54%
59%
62%
56%
61%
55%
55%
55%
53%
58%
56%
55%
Don't Know (DO NOT READ
2
29
19
13
4
24
2
36
8
29
27
*
10
37
OUT)
22%
8%
8%
9%
13%
9%
18%
9%
7%
9%
11%
*%
7%
9%
b
5
335
217
117
25
215
7
354
97
264
199
35
124
361
NET: Satisfied
66%
89%
85%
86%
80%
85%
82%
85%
84%
85%
83%
81%
89%
85%
1
2
2
1
-
3
-
5
*
5
*
1
4
5
NET: Dissatisfied
12%
*%
1%
1%
-%
1%
-%
1%
*%
2%
*%
2%
3%
1%
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Collection reliability (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
-
2
*
*
3
Very Dissatisfied
-%
2%
*%
*%
1%
1
1
*
*
3
Fairly Dissatisfied
1%
1%
*%
*%
1%
Neither Satisfied Nor
7
7
5
4
22
Dissatisfied
7%
7%
4%
3%
5%
21
37
33
36
127
Fairly Satisfied
22%
38%
28%
32%
30%
d
53
47
73
61
234
Very Satisfied
57%
47%
61%
53%
55%
c
Don't Know (DO NOT READ
11
6
8
13
37
OUT)
12%
6%
6%
11%
9%
74
84
106
97
361
NET: Satisfied
79%
85%
89%
85%
85%
1
3
*
1
5
NET: Dissatisfied
1%
3%
*%
1%
1%
Columns Tested: a,b,c,d

Availability of a daily collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
*
-
-
-
-
-
*
-
-
-
-
-
-
*
Very Dissatisfied
*%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
*%
5
-
*
1
1
-
-
*
1
-
2
-
-
6
Fairly Dissatisfied
1%
-%
3%
3%
5%
-%
-%
*%
4%
-%
6%
-%
-%
1%
Neither Satisfied Nor
20
1
1
*
*
4
2
2
3
*
*
6
2
23
Dissatisfied
5%
10%
9%
3%
2%
8%
4%
2%
7%
1%
*%
12%
7%
5%
f
88
3
4
4
7
17
6
15
10
7
11
9
6
99
Fairly Satisfied
23%
28%
26%
22%
27%
34%
12%
18%
28%
23%
35%
17%
23%
23%
g
231
5
8
11
17
27
28
56
21
21
13
36
13
256
Very Satisfied
61%
56%
49%
60%
66%
54%
59%
68%
60%
71%
41%
66%
49%
60%
k
Don't Know (DO NOT READ
38
*
2
2
-
2
11
9
*
1
6
3
5
43
OUT)
10%
5%
13%
12%
-%
4%
24%
11%
1%
4%
18%
5%
21%
10%
e
e
bdehlm
319
8
13
15
23
45
34
71
31
28
24
46
18
355
NET: Satisfied
84%
85%
75%
82%
93%
88%
72%
86%
88%
94%
76%
83%
72%
83%
gk
5
-
*
1
1
-
*
*
1
-
2
-
-
6
NET: Dissatisfied
1%
-%
3%
3%
5%
-%
*%
*%
4%
-%
6%
-%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Availability of a daily collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | -                       | -         | -      | *   | -     | *     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | -%                      | -%        | -%     | *%  | -%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 4                       | -         | *      | 5   | 2     | 3     | *   | *    | *                     | -          | -          | 5               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 2%        | 3%                      | -%        | 1%     | 1%  | 2%    | 1%    | 1%  | 4%   | 5%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 3         | 3                       | 13        | *      | 22  | 5     | 18    | 1   | *    | -                     | *          | 1          | 21              |
| 23                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 5%        | 2%                      | 7%        | 2%     | 5%  | 4%    | 6%    | 5%  | 6%   | -%                    | 8%         | 4%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 11                                                | 20        | 28                      | 39        | 3      | 97  | 27    | 73    | 7   | *    | 1                     | 1          | 4          | 92              |
| 99                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 19%                                               | 37%       | 24%                     | 20%       | 15%    | 24% | 26%   | 22%   | 27% | 12%  | 33%                   | 29%        | 30%        | 23%             |
| 23%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ad                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 41                                                | 28        | 71                      | 116       | 12     | 244 | 54    | 202   | 14  | 2    | 1                     | 2          | 9          | 242             |
| 256                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 67%                                               | 51%       | 60%                     | 60%       | 71%    | 60% | 53%   | 62%   | 56% | 57%  | 29%                   | 48%        | 62%        | 60%             |
| 60%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 2         | 11                      | 25        | 2      | 41  | 15    | 28    | 3   | 1    | 1                     | 1          | *          | 40              |
| 43                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 4%        | 9%                      | 13%       | 11%    | 10% | 14%   | 9%    | 10% | 21%  | 33%                   | 15%        | 3%         | 10%             |
| 10%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 53                                                | 49        | 99                      | 155       | 14     | 341 | 80    | 275   | 20  | 2    | 1                     | 4          | 13         | 335             |
| 355                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 86%                                               | 88%       | 85%                     | 80%       | 86%    | 83% | 79%   | 85%   | 83% | 69%  | 63%                   | 77%        | 92%        | 83%             |
| 83%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 4                       | -         | *      | 6   | 2     | 3     | *   | *    | *                     | -          | *          | 5               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 3%        | 3%                      | -%        | 1%     | 1%  | 2%    | 1%    | 2%  | 4%   | 5%                    | -%         | 1%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Availability of a daily collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
-
*
-
*
-
-
-
-
*
-
-
*
-
-
-
-
*
Very Dissatisfied
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
-%
*%
-%
-%
-%
-%
*%
4
1
3
2
*
*
1
*
4
*
-
-
-
*
2
3
6
Fairly Dissatisfied
2%
1%
3%
1%
1%
*%
4%
1%
1%
3%
-%
-%
-%
1%
2%
2%
1%
Neither Satisfied Nor
7
12
1
18
*
2
3
2
15
1
*
*
5
3
2
10
23
Dissatisfied
3%
7%
1%
6%
1%
7%
8%
5%
5%
37%
4%
*%
8%
4%
3%
7%
5%
b
44
48
26
67
7
8
6
13
65
-
3
11
24
18
12
31
99
Fairly Satisfied
20%
27%
21%
24%
31%
25%
19%
32%
22%
-%
24%
26%
36%
27%
13%
22%
23%
ab
b
151
91
87
155
14
22
22
23
176
1
6
30
26
40
67
86
256
Very Satisfied
70%
51%
71%
57%
59%
65%
63%
58%
59%
14%
52%
69%
39%
57%
75%
61%
60%
a
a
d
d
acdf
d
Don't Know (DO NOT READ
10
27
6
32
2
1
2
1
37
2
3
2
11
8
6
12
43
OUT)
5%
15%
5%
12%
8%
2%
6%
2%
13%
47%
21%
5%
17%
11%
7%
8%
10%
b
b
b
abe
e
195
139
113
222
21
30
28
35
241
1
9
42
50
58
79
117
355
NET: Satisfied
90%
78%
92%
81%
91%
90%
82%
91%
81%
14%
75%
95%
75%
84%
88%
83%
83%
a
a
adf
d
4
1
3
3
*
*
1
*
4
*
-
*
-
*
2
3
6
NET: Dissatisfied
2%
1%
3%
1%
1%
*%
4%
1%
1%
3%
-%
*%
-%
1%
2%
2%
1%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
Availability of a daily collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very
dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
*
-
-
*
*
*
-
*
*
*
*
*
-
-
*
Very Dissatisfied
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
-%
-%
*%
4
4
4
4
2
4
3
6
4
3
4
3
-
3
6
Fairly Dissatisfied
1%
1%
4%
1%
1%
1%
2%
2%
1%
1%
1%
2%
-%
1%
1%
ab
Neither Satisfied Nor
17
16
8
21
13
10
6
17
21
12
18
9
2
12
23
Dissatisfied
5%
5%
7%
5%
5%
3%
4%
5%
5%
5%
5%
5%
3%
7%
5%
71
74
36
99
70
88
41
86
99
75
96
41
20
38
99
Fairly Satisfied
23%
24%
30%
25%
24%
26%
29%
25%
25%
27%
25%
26%
24%
21%
23%
189
183
65
237
186
204
76
210
240
152
236
91
53
108
256
Very Satisfied
60%
59%
55%
60%
65%
60%
54%
62%
60%
56%
60%
56%
61%
62%
60%
c
Don't Know (DO NOT READ
33
31
6
37
17
32
15
20
37
31
37
17
11
15
43
OUT)
11%
10%
5%
9%
6%
9%
11%
6%
9%
12%
9%
11%
12%
8%
10%
d
d
259
257
101
335
255
292
117
297
338
227
332
132
73
146
355
NET: Satisfied
83%
83%
85%
84%
89%
86%
83%
87%
85%
83%
85%
82%
85%
83%
83%
4
4
4
4
2
4
3
6
4
3
4
3
-
3
6
NET: Dissatisfied
1%
1%
4%
1%
1%
1%
2%
2%
1%
1%
1%
2%
-%
1%
1%
ab

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Availability of a daily collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
*
-
-
-
*
-
-
*
*
*
*
*
*
-
-
*
Very Dissatisfied
*%
-%
-%
-%
*%
-%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
3
1
*
5
6
2
-
6
4
6
4
6
4
-
-
6
Fairly Dissatisfied
1%
3%
1%
3%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
a
Neither Satisfied Nor
17
4
1
8
23
14
-
23
17
23
17
23
18
-
*
23
Dissatisfied
6%
9%
1%
6%
5%
5%
-%
5%
5%
5%
5%
5%
6%
-%
1%
5%
a
78
11
11
42
99
72
-
99
81
97
87
97
65
1
24
99
Fairly Satisfied
26%
22%
15%
29%
24%
26%
-%
23%
22%
23%
23%
23%
21%
13%
32%
23%
c
173
29
55
80
254
169
-
256
230
253
232
251
194
8
43
256
Very Satisfied
56%
59%
78%
55%
60%
61%
-%
60%
64%
60%
62%
60%
63%
68%
58%
60%
bc
Don't Know (DO NOT READ
35
4
4
11
39
21
-
43
29
41
36
41
29
2
7
43
OUT)
11%
8%
5%
8%
9%
8%
-%
10%
8%
10%
9%
10%
9%
19%
9%
10%
251
39
65
123
353
242
-
355
311
350
318
348
259
9
67
355
NET: Satisfied
82%
81%
93%
83%
84%
86%
-%
83%
86%
84%
85%
83%
84%
81%
90%
83%
bc
3
1
*
5
6
2
-
6
4
6
4
6
4
-
-
6
NET: Dissatisfied
1%
3%
1%
3%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Availability of a daily collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very
dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
*
-
-
*
-
*
-
*
-
*
-
*
-
*
Very Dissatisfied
2%
-%
-%
*%
-%
*%
-%
*%
-%
*%
-%
*%
-%
*%
1
3
3
1
-
4
-
6
*
5
*
*
5
6
Fairly Dissatisfied
18%
1%
1%
1%
-%
2%
-%
1%
*%
2%
*%
1%
4%
1%
c
Neither Satisfied Nor
1
13
14
4
2
9
-
23
9
14
14
1
7
23
Dissatisfied
8%
3%
6%
3%
6%
3%
-%
5%
7%
5%
6%
3%
5%
5%
2
79
59
30
5
51
-
99
23
77
49
12
37
99
Fairly Satisfied
28%
21%
23%
22%
17%
20%
-%
24%
19%
25%
21%
28%
27%
23%
1
246
157
86
18
164
7
249
74
182
146
27
80
256
Very Satisfied
16%
65%
62%
63%
58%
65%
82%
60%
64%
59%
61%
62%
58%
60%
Don't Know (DO NOT READ
2
34
22
15
6
24
2
41
11
32
31
2
9
43
OUT)
28%
9%
9%
11%
19%
10%
18%
10%
9%
10%
13%
5%
7%
10%
4
326
216
116
23
216
7
348
96
259
195
39
117
355
NET: Satisfied
44%
87%
85%
85%
75%
85%
82%
83%
83%
83%
81%
90%
84%
83%
2
3
3
2
-
4
-
6
*
6
*
*
5
6
NET: Dissatisfied
20%
1%
1%
1%
-%
2%
-%
1%
*%
2%
*%
1%
4%
1%
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Availability of a daily collection (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
-
-
*
-
*
Very Dissatisfied
-%
-%
*%
-%
*%
1
2
1
2
6
Fairly Dissatisfied
1%
2%
1%
2%
1%
Neither Satisfied Nor
5
5
7
6
23
Dissatisfied
5%
5%
6%
5%
5%
14
37
22
26
99
Fairly Satisfied
15%
37%
19%
23%
23%
abd
65
48
80
63
256
Very Satisfied
70%
48%
67%
55%
60%
ac
ac
Don't Know (DO NOT READ
8
8
9
18
43
OUT)
9%
8%
8%
16%
10%
79
84
102
89
355
NET: Satisfied
85%
85%
86%
78%
83%
1
2
1
2
6
NET: Dissatisfied
1%
2%
1%
2%
1%
Columns Tested: a,b,c,d

Latest collection time (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
4
-
-
-
-
2
-
2
-
-
-
-
-
4
Very Dissatisfied
1%
-%
-%
-%
-%
4%
-%
2%
-%
-%
-%
-%
-%
1%
4
-
*
1
*
-
2
*
-
*
-
*
2
6
Fairly Dissatisfied
1%
-%
3%
5%
1%
-%
4%
*%
-%
1%
-%
1%
7%
1%
m
Neither Satisfied Nor
50
2
3
2
4
11
7
9
6
*
2
8
2
57
Dissatisfied
13%
20%
18%
9%
16%
21%
16%
11%
18%
1%
6%
15%
7%
13%
d
d
d
d
d
d
d
103
3
6
5
10
13
6
26
9
8
11
14
6
117
Fairly Satisfied
27%
31%
36%
25%
39%
26%
13%
32%
25%
27%
35%
26%
22%
27%
g
g
184
4
4
9
11
23
22
37
20
18
13
28
13
202
Very Satisfied
48%
44%
25%
49%
44%
45%
48%
45%
56%
63%
41%
51%
49%
47%
k
k
k
k
k
k
k
Don't Know (DO NOT READ
35
*
3
2
-
2
9
8
*
3
5
4
4
41
OUT)
9%
5%
18%
11%
-%
4%
20%
9%
1%
9%
17%
8%
15%
10%
e
e
em
288
7
10
14
21
36
28
63
29
26
24
42
18
319
NET: Satisfied
75%
75%
62%
74%
83%
71%
61%
77%
81%
90%
77%
76%
71%
75%
gk
8
-
*
1
*
2
2
2
-
*
-
*
2
10
NET: Dissatisfied
2%
-%
3%
5%
1%
4%
4%
2%
-%
1%
-%
1%
7%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Latest collection time (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                         |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                      | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                      | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                      | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | 2         | -                       | 2         | -      | 4   | -     | 4     | -   | -    | -                     | -          | -          | 4               |
| 4                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | 4%        | -%                      | 1%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | *         | 1                       | 4         | *      | 6   | 5     | 1     | 1   | -    | -                     | *          | *          | 5               |
| 6                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                      | 1%        | 1%                      | 2%        | 2%     | 1%  | 5%    | *%    | 3%  | -%   | -%                    | 8%         | 3%         | 1%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                       | 11        | 15                      | 24        | 1      | 56  | 11    | 45    | 1   | *    | -                     | *          | 1          | 55              |
| 57                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                     | 19%       | 13%                     | 13%       | 4%     | 14% | 11%   | 14%   | 6%  | 13%  | -%                    | 5%         | 5%         | 14%             |
| 13%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bf                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14                      | 21        | 38                      | 44        | 6      | 111 | 31    | 86    | 9   | 1    | 1                     | 2          | 6          | 108             |
| 117                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 23%                     | 37%       | 33%                     | 23%       | 38%    | 27% | 31%   | 26%   | 36% | 17%  | 38%                   | 37%        | 39%        | 27%             |
| 27%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 36                      | 19        | 51                      | 96        | 9      | 193 | 40    | 162   | 11  | 2    | 1                     | 2          | 7          | 190             |
| 202                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 59%                     | 35%       | 43%                     | 50%       | 54%    | 47% | 39%   | 50%   | 47% | 59%  | 49%                   | 35%        | 47%        | 47%             |
| 47%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bc                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| c                       | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                       | 2         | 12                      | 23        | *      | 41  | 14    | 27    | 2   | *    | *                     | 1          | 1          | 39              |
| 41                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                      | 4%        | 10%                     | 12%       | 2%     | 10% | 14%   | 8%    | 9%  | 11%  | 13%                   | 14%        | 6%         | 10%             |
| 10%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 51                      | 40        | 89                      | 140       | 15     | 304 | 71    | 248   | 20  | 3    | 2                     | 3          | 12         | 299             |
| 319                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 82%                     | 72%       | 76%                     | 72%       | 91%    | 74% | 70%   | 76%   | 82% | 76%  | 87%                   | 73%        | 86%        | 74%             |
| 75%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | 3         | 1                       | 6         | *      | 9   | 5     | 4     | 1   | -    | -                     | *          | *          | 9               |
| 10                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                      | 5%        | 1%                      | 3%        | 2%     | 2%  | 5%    | 1%    | 3%  | -%   | -%                    | 8%         | 3%         | 2%              |
| 2%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Latest collection time (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
-
2
-
2
-
-
2
-
2
-
-
-
-
-
-
4
4
Very Dissatisfied
-%
1%
-%
1%
-%
-%
6%
-%
1%
-%
-%
-%
-%
-%
-%
3%
1%
a
1
5
1
5
1
-
-
*
5
*
-
1
-
*
1
4
6
Fairly Dissatisfied
1%
3%
1%
2%
2%
-%
-%
*%
2%
5%
-%
1%
-%
1%
1%
3%
1%
Neither Satisfied Nor
29
23
11
41
4
8
4
5
36
1
1
7
16
10
10
11
57
Dissatisfied
13%
13%
9%
15%
18%
23%
13%
12%
12%
32%
5%
16%
24%
15%
12%
8%
13%
abf
51
58
27
82
6
9
7
16
79
*
4
11
28
25
19
31
117
Fairly Satisfied
24%
32%
22%
30%
24%
28%
19%
42%
27%
5%
29%
24%
42%
36%
21%
22%
27%
ac
abe
ab
122
70
75
117
12
16
19
16
139
*
6
22
17
23
53
81
202
Very Satisfied
56%
39%
61%
43%
51%
48%
56%
41%
47%
11%
48%
49%
25%
34%
60%
57%
47%
a
a
d
d
cd
cd
Don't Know (DO NOT READ
13
22
8
27
1
*
2
2
36
2
2
4
6
10
6
10
41
OUT)
6%
12%
7%
10%
4%
1%
6%
5%
12%
47%
18%
10%
9%
15%
7%
7%
10%
b
173
128
102
199
17
25
26
32
219
1
9
32
45
48
72
112
319
NET: Satisfied
80%
71%
83%
73%
75%
76%
75%
83%
74%
16%
77%
73%
67%
69%
81%
79%
75%
a
a
1
6
1
7
1
-
2
*
7
*
-
1
-
*
1
8
10
NET: Dissatisfied
1%
4%
1%
3%
2%
-%
6%
*%
2%
5%
-%
1%
-%
1%
1%
6%
2%
b
d

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Latest collection time (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
2
2
2
4
4
2
-
4
4
4
2
-
4
-
4
Very Dissatisfied
1%
1%
2%
1%
1%
1%
-%
1%
1%
1%
*%
-%
5%
-%
1%
ac
4
4
3
6
4
4
1
4
6
2
6
2
*
4
6
Fairly Dissatisfied
1%
1%
3%
1%
1%
1%
1%
1%
1%
1%
2%
1%
1%
2%
1%
Neither Satisfied Nor
40
42
18
50
42
44
24
52
50
31
50
24
10
21
57
Dissatisfied
13%
14%
15%
13%
15%
13%
17%
15%
13%
11%
13%
15%
12%
12%
13%
87
89
39
114
83
104
46
97
116
83
113
44
24
47
117
Fairly Satisfied
28%
29%
33%
29%
29%
31%
33%
28%
29%
30%
29%
28%
28%
27%
27%
154
143
54
188
138
156
54
164
189
125
185
79
32
89
202
Very Satisfied
49%
46%
45%
47%
48%
46%
39%
48%
47%
46%
47%
49%
37%
51%
47%
e
b
Don't Know (DO NOT READ
27
30
2
35
16
30
15
20
35
29
35
12
15
13
41
OUT)
9%
10%
2%
9%
6%
9%
11%
6%
9%
10%
9%
7%
18%
8%
10%
c
d
d
ac
241
231
93
302
221
260
101
261
305
208
299
123
56
137
319
NET: Satisfied
77%
75%
79%
76%
77%
77%
71%
77%
76%
76%
76%
77%
65%
78%
75%
b
b
6
6
5
10
8
5
1
8
10
6
8
2
4
4
10
NET: Dissatisfied
2%
2%
4%
2%
3%
2%
1%
2%
2%
2%
2%
1%
5%
2%
2%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Latest collection time (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
4
-
-
-
4
4
-
4
4
4
4
4
-
-
2
4
Very Dissatisfied
1%
-%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
-%
-%
2%
1%
c
5
*
1
1
6
2
-
6
2
6
2
6
6
-
-
6
Fairly Dissatisfied
2%
1%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
2%
-%
-%
1%
Neither Satisfied Nor
40
11
4
25
57
40
-
57
54
57
48
57
41
*
9
57
Dissatisfied
13%
23%
6%
17%
13%
14%
-%
13%
15%
14%
13%
14%
13%
1%
13%
13%
a
90
6
21
48
117
83
-
117
94
115
111
115
84
4
21
117
Fairly Satisfied
30%
12%
30%
32%
28%
30%
-%
27%
26%
27%
30%
28%
27%
32%
29%
27%
b
b
136
28
38
64
200
132
-
202
179
199
177
197
151
5
36
202
Very Satisfied
45%
57%
53%
43%
48%
47%
-%
47%
49%
47%
47%
47%
49%
48%
49%
47%
Don't Know (DO NOT READ
30
4
7
9
37
19
-
41
29
39
34
39
28
2
5
41
OUT)
10%
8%
9%
6%
9%
7%
-%
10%
8%
9%
9%
9%
9%
19%
7%
10%
227
33
59
112
317
215
-
319
272
314
288
312
235
9
58
319
NET: Satisfied
74%
69%
83%
76%
75%
77%
-%
75%
75%
75%
77%
75%
76%
80%
78%
75%
9
*
1
1
10
6
-
10
6
10
6
10
6
-
2
10
NET: Dissatisfied
3%
1%
1%
1%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Latest collection time (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
-
2
2
-
-
2
-
4
2
2
2
-
2
4
Very Dissatisfied
-%
*%
1%
-%
-%
1%
-%
1%
2%
1%
1%
-%
2%
1%
1
4
3
3
*
6
-
6
1
5
5
1
1
6
Fairly Dissatisfied
8%
1%
1%
2%
*%
2%
-%
1%
1%
1%
2%
1%
*%
1%
Neither Satisfied Nor
1
40
38
13
4
25
-
57
13
44
26
10
21
57
Dissatisfied
18%
11%
15%
9%
13%
10%
-%
14%
11%
14%
11%
22%
15%
13%
c
2
101
71
37
6
67
-
117
30
87
64
10
43
117
Fairly Satisfied
28%
27%
28%
27%
18%
27%
-%
28%
26%
28%
26%
22%
31%
27%
2
195
123
68
17
128
7
195
61
141
115
22
63
202
Very Satisfied
22%
52%
48%
50%
55%
50%
82%
47%
53%
45%
48%
50%
45%
47%
Don't Know (DO NOT READ
2
33
18
17
4
25
2
39
9
32
29
2
9
41
OUT)
24%
9%
7%
12%
13%
10%
18%
9%
8%
10%
12%
5%
7%
10%
4
297
194
105
23
195
7
312
91
228
178
31
106
319
NET: Satisfied
50%
79%
76%
77%
74%
77%
82%
75%
79%
73%
74%
72%
76%
75%
1
6
5
3
*
8
-
10
3
7
6
1
3
10
NET: Dissatisfied
8%
2%
2%
2%
*%
3%
-%
2%
3%
2%
3%
1%
2%
2%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Latest collection time (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
-
2
-
2
4
Very Dissatisfied
-%
2%
-%
2%
1%
*
1
2
2
6
Fairly Dissatisfied
*%
1%
2%
2%
1%
Neither Satisfied Nor
8
10
21
17
57
Dissatisfied
9%
10%
18%
15%
13%
22
38
20
37
117
Fairly Satisfied
23%
38%
17%
32%
27%
bd
b
53
42
65
42
202
Very Satisfied
57%
42%
55%
37%
47%
ac
a
Don't Know (DO NOT READ
10
6
10
15
41
OUT)
11%
6%
9%
13%
10%
75
80
85
79
319
NET: Satisfied
80%
80%
71%
69%
75%
*
3
2
4
10
NET: Dissatisfied
*%
3%
2%
4%
2%
Columns Tested: a,b,c,d

Account management (if applicable) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
1
-
-
-
-
-
*
-
-
*
-
*
-
1
Very Dissatisfied
*%
-%
-%
-%
-%
-%
*%
-%
-%
1%
-%
1%
-%
*%
6
-
-
*
-
2
-
-
1
-
-
2
-
6
Fairly Dissatisfied
1%
-%
-%
1%
-%
4%
-%
-%
4%
-%
-%
4%
-%
1%
Neither Satisfied Nor
15
*
*
1
1
2
2
6
1
-
-
2
-
16
Dissatisfied
4%
2%
3%
3%
6%
4%
4%
7%
4%
-%
-%
4%
-%
4%
41
2
2
1
4
5
2
11
3
*
9
2
4
45
Fairly Satisfied
11%
18%
11%
4%
16%
9%
5%
14%
9%
1%
29%
4%
14%
11%
dj
d
60
2
1
4
3
2
9
13
11
7
4
4
7
66
Very Satisfied
16%
16%
6%
19%
11%
5%
20%
16%
30%
23%
12%
7%
28%
15%
bhkm
hk
Don't Know (DO NOT READ
260
6
13
14
17
40
33
52
19
22
18
43
15
293
OUT)
68%
64%
80%
73%
67%
78%
71%
64%
54%
76%
59%
79%
57%
69%
e
e
e
101
3
3
4
7
7
12
24
14
7
13
7
11
111
NET: Satisfied
26%
34%
18%
23%
27%
14%
25%
29%
39%
23%
41%
12%
43%
26%
b
b
bhk
6
-
-
*
-
2
*
-
1
*
-
2
-
6
NET: Dissatisfied
2%
-%
-%
1%
-%
4%
*%
-%
4%
1%
-%
4%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Account management (if applicable) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | *         | -                       | -         | *      | *   | *     | *     | 1   | -    | -                     | *          | *          | -               |
| 1                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | *%        | -%                      | -%        | 2%     | *%  | *%    | *%    | 3%  | -%   | -%                    | 4%         | 3%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 2                       | 3         | -      | 6   | -     | 6     | *   | -    | -                     | -          | *          | 6               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | 2%                      | 2%        | -%     | 1%  | -%    | 2%    | *%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                                                 | 2         | 2                       | 4         | 2      | 14  | 4     | 12    | 1   | *    | *                     | -          | 1          | 15              |
| 16                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                                               | 4%        | 2%                      | 2%        | 12%    | 3%  | 4%    | 4%    | 4%  | 4%   | 10%                   | -%         | 4%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                                                 | 7         | 14                      | 16        | *      | 45  | 10    | 35    | 4   | *    | *                     | *          | 3          | 41              |
| 45                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 13%                                               | 13%       | 12%                     | 8%        | 3%     | 11% | 10%   | 11%   | 16% | 4%   | 17%                   | 5%         | 22%        | 10%             |
| 11%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 12                                                | 12        | 19                      | 23        | 3      | 63  | 15    | 51    | 4   | *    | 1                     | 1          | 2          | 62              |
| 66                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 20%                                               | 21%       | 16%                     | 12%       | 16%    | 15% | 15%   | 16%   | 17% | 14%  | 42%                   | 22%        | 13%        | 15%             |
| 15%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 33                                                | 34        | 80                      | 146       | 11     | 282 | 72    | 221   | 15  | 3    | 1                     | 3          | 8          | 278             |
| 293                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 53%                                               | 62%       | 68%                     | 76%       | 67%    | 69% | 71%   | 68%   | 59% | 78%  | 31%                   | 69%        | 57%        | 69%             |
| 69%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                                                | bf        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 20                                                | 19        | 32                      | 39        | 3      | 108 | 26    | 85    | 8   | 1    | 1                     | 1          | 5          | 103             |
| 111                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 33%                                               | 34%       | 28%                     | 20%       | 19%    | 26% | 25%   | 26%   | 33% | 18%  | 60%                   | 27%        | 35%        | 26%             |
| 26%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | *         | 2                       | 3         | *      | 6   | *     | 6     | 1   | -    | -                     | *          | 1          | 6               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | *%        | 2%                      | 2%        | 2%     | 1%  | *%    | 2%    | 3%  | -%   | -%                    | 4%         | 4%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Table 71  (continuation)                                                                                                                                                                        Page 594
Account management (if applicable) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
1
*
-
1
1
-
-
-
*
*
-
*
-
-
-
-
1
Very Dissatisfied
*%
*%
-%
*%
2%
-%
-%
-%
*%
5%
-%
1%
-%
-%
-%
-%
*%
a
4
1
*
6
*
-
-
-
6
-
-
2
-
1
-
2
6
Fairly Dissatisfied
2%
1%
*%
2%
*%
-%
-%
-%
2%
-%
-%
5%
-%
2%
-%
2%
1%
b
Neither Satisfied Nor
13
3
5
10
2
2
6
*
7
*
*
*
4
8
1
3
16
Dissatisfied
6%
1%
4%
4%
7%
6%
17%
*%
2%
3%
2%
*%
7%
11%
1%
2%
4%
a
ab
b
abe
34
10
20
23
5
5
7
4
25
-
1
4
11
4
8
17
45
Fairly Satisfied
15%
5%
16%
9%
21%
15%
19%
10%
8%
-%
7%
8%
16%
6%
9%
12%
11%
a
a
a
a
46
19
30
35
8
6
8
8
36
2
4
14
8
10
13
15
66
Very Satisfied
21%
11%
25%
13%
37%
19%
22%
20%
12%
58%
36%
31%
12%
14%
14%
11%
15%
a
a
a
abcd
abcd
Don't Know (DO NOT READ
120
147
67
199
7
20
14
27
224
1
7
24
43
46
68
104
293
OUT)
55%
82%
55%
73%
32%
61%
41%
69%
75%
35%
55%
54%
65%
66%
76%
74%
69%
b
b
e
ce
ce
ef
ef
79
29
50
58
13
11
14
12
61
2
5
17
19
14
21
32
111
NET: Satisfied
37%
16%
41%
21%
58%
33%
42%
31%
20%
58%
43%
39%
28%
21%
23%
23%
26%
a
a
abd
a
abc
abc
5
1
*
6
1
-
-
-
6
*
-
3
-
1
-
2
6
NET: Dissatisfied
2%
1%
*%
2%
3%
-%
-%
-%
2%
5%
-%
6%
-%
2%
-%
2%
1%
bd

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Account management (if applicable) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
1
1
*
1
1
*
*
1
1
1
1
1
-
-
1
Very Dissatisfied
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
-%
*%
6
6
4
6
4
4
3
6
6
6
6
2
1
2
6
Fairly Dissatisfied
2%
2%
4%
1%
1%
1%
2%
2%
1%
2%
1%
1%
2%
1%
1%
Neither Satisfied Nor
11
15
7
16
14
16
9
13
16
12
16
9
-
7
16
Dissatisfied
4%
5%
6%
4%
5%
5%
7%
4%
4%
4%
4%
5%
-%
4%
4%
b
b
33
33
17
41
37
37
14
38
43
30
43
15
7
23
45
Fairly Satisfied
11%
11%
14%
10%
13%
11%
10%
11%
11%
11%
11%
9%
9%
13%
11%
49
48
13
59
51
49
22
53
60
37
60
23
17
23
66
Very Satisfied
16%
16%
11%
15%
18%
15%
15%
16%
15%
14%
15%
15%
20%
13%
15%
Don't Know (DO NOT READ
214
207
77
275
181
233
93
229
275
188
266
111
60
120
293
OUT)
68%
67%
65%
69%
63%
69%
66%
67%
69%
69%
68%
69%
70%
69%
69%
82
81
30
100
88
86
36
91
104
67
104
39
24
46
111
NET: Satisfied
26%
26%
26%
25%
31%
25%
25%
27%
26%
25%
26%
24%
28%
26%
26%
6
6
4
6
4
4
4
6
6
6
6
3
1
2
6
NET: Dissatisfied
2%
2%
4%
2%
1%
1%
3%
2%
2%
2%
2%
2%
2%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Account management (if applicable) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
*
*
*
*
1
1
-
1
1
1
1
1
1
-
-
1
Very Dissatisfied
*%
1%
*%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
6
-
*
2
6
4
-
6
4
6
6
6
6
-
-
6
Fairly Dissatisfied
2%
-%
*%
1%
1%
1%
-%
1%
1%
1%
2%
1%
2%
-%
-%
1%
Neither Satisfied Nor
12
2
2
6
16
8
-
16
12
16
14
16
9
2
4
16
Dissatisfied
4%
4%
3%
4%
4%
3%
-%
4%
3%
4%
4%
4%
3%
19%
5%
4%
28
10
8
17
45
37
-
45
45
45
43
45
32
1
10
45
Fairly Satisfied
9%
20%
12%
12%
11%
13%
-%
11%
12%
11%
11%
11%
10%
12%
14%
11%
c
37
11
18
26
64
51
-
66
63
66
60
66
51
2
14
66
Very Satisfied
12%
22%
26%
18%
15%
18%
-%
15%
17%
16%
16%
16%
16%
15%
19%
15%
c
Don't Know (DO NOT READ
223
26
42
95
289
179
-
293
238
286
253
284
212
6
46
293
OUT)
73%
54%
59%
64%
69%
64%
-%
69%
66%
68%
67%
68%
68%
54%
62%
69%
ab
65
20
26
44
109
88
-
111
108
111
103
111
83
3
24
111
NET: Satisfied
21%
42%
37%
30%
26%
32%
-%
26%
30%
26%
27%
27%
27%
27%
33%
26%
c
c
6
*
*
2
6
4
-
6
4
6
6
6
6
-
-
6
NET: Dissatisfied
2%
1%
*%
2%
1%
1%
-%
1%
1%
2%
2%
2%
2%
-%
-%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Table 71  (continuation)                                                                                                                                                                        Page 597
Account management (if applicable) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
*
-
*
*
-
1
-
1
*
*
-
1
-
1
Very Dissatisfied
4%
-%
*%
*%
-%
*%
-%
*%
*%
*%
-%
2%
-%
*%
c
*
3
6
*
-
3
-
6
-
6
-
-
6
6
Fairly Dissatisfied
1%
1%
2%
*%
-%
1%
-%
1%
-%
2%
-%
-%
4%
1%
c
Neither Satisfied Nor
*
11
13
2
*
9
-
16
2
14
6
2
7
16
Dissatisfied
2%
3%
5%
2%
2%
4%
-%
4%
2%
4%
3%
5%
5%
4%
-
44
34
8
2
29
2
43
10
35
20
12
13
45
Fairly Satisfied
-%
12%
13%
6%
7%
11%
21%
10%
8%
11%
8%
27%
9%
11%
a
ac
-
62
34
31
5
39
-
66
19
47
31
8
26
66
Very Satisfied
-%
17%
13%
23%
15%
15%
-%
16%
16%
15%
13%
19%
19%
15%
b
Don't Know (DO NOT READ
7
255
169
94
24
172
7
286
85
208
182
21
86
293
OUT)
93%
68%
66%
69%
76%
68%
79%
68%
73%
67%
76%
48%
62%
69%
ab
-
107
68
39
7
67
2
109
29
82
51
20
40
111
NET: Satisfied
-%
28%
27%
29%
22%
27%
21%
26%
25%
27%
21%
46%
28%
26%
ac
*
3
6
1
-
4
-
6
*
6
-
1
6
6
NET: Dissatisfied
5%
1%
2%
*%
-%
2%
-%
2%
*%
2%
-%
2%
4%
1%
c
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Account management (if applicable) (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
-
-
*
1
1
Very Dissatisfied
-%
-%
*%
*%
*%
*
-
6
-
6
Fairly Dissatisfied
*%
-%
5%
-%
1%
ac
Neither Satisfied Nor
4
5
1
6
16
Dissatisfied
4%
5%
1%
5%
4%
b
b
12
12
11
10
45
Fairly Satisfied
13%
12%
9%
9%
11%
12
16
21
17
66
Very Satisfied
13%
16%
17%
15%
15%
Don't Know (DO NOT READ
65
66
81
81
293
OUT)
69%
66%
68%
71%
69%
24
28
31
27
111
NET: Satisfied
26%
28%
26%
24%
26%
*
-
6
1
6
NET: Dissatisfied
*%
-%
5%
*%
1%
ac
Columns Tested: a,b,c,d

Trustworthiness of the provider (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
2
-
*
-
-
2
-
-
-
*
-
-
-
3
Very Dissatisfied
1%
-%
3%
-%
-%
4%
-%
-%
-%
1%
-%
-%
-%
1%
6
-
-
*
-
-
2
2
1
1
-
-
-
7
Fairly Dissatisfied
2%
-%
-%
1%
-%
-%
4%
2%
4%
4%
-%
-%
-%
2%
Neither Satisfied Nor
28
*
*
*
1
6
-
4
5
1
5
5
*
29
Dissatisfied
7%
2%
3%
3%
5%
12%
-%
5%
15%
5%
17%
8%
1%
7%
g
gj
120
3
5
5
14
19
15
30
7
7
11
9
8
134
Fairly Satisfied
32%
32%
31%
28%
55%
38%
33%
36%
19%
23%
36%
17%
29%
31%
b
217
6
10
13
10
23
27
45
22
18
13
40
18
246
Very Satisfied
57%
65%
57%
68%
40%
45%
59%
54%
63%
62%
41%
74%
70%
58%
h
h
Don't Know (DO NOT READ
7
-
1
-
-
-
2
2
-
1
2
*
-
8
OUT)
2%
-%
6%
-%
-%
-%
4%
2%
-%
4%
6%
1%
-%
2%
337
9
15
18
24
43
43
75
29
25
24
50
26
379
NET: Satisfied
88%
98%
88%
97%
95%
83%
92%
91%
82%
85%
77%
91%
99%
89%
e
eh
9
-
*
*
-
2
2
2
1
1
-
-
-
9
NET: Dissatisfied
2%
-%
3%
1%
-%
4%
4%
2%
4%
5%
-%
-%
-%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Trustworthiness of the provider (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | *                       | -         | -      | 3   | *     | 2     | *   | -    | -                     | *          | -          | 3               |
| 3                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 4%        | *%                      | -%        | -%     | 1%  | *%    | 1%    | 1%  | -%   | -%                    | 4%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 2                       | 3         | *      | 6   | -     | 7     | *   | *    | -                     | -          | *          | 6               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | *%        | 2%                      | 1%        | 1%     | 2%  | -%    | 2%    | 2%  | 4%   | -%                    | -%         | 2%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | 7         | 8                       | 9         | 2      | 27  | 7     | 22    | 1   | -    | -                     | *          | 1          | 28              |
| 29                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | 13%       | 7%                      | 4%        | 12%    | 7%  | 7%    | 7%    | 4%  | -%   | -%                    | 7%         | 5%         | 7%              |
| 7%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 24                                                | 22        | 28                      | 60        | 3      | 131 | 36    | 98    | 9   | 1    | 1                     | 1          | 6          | 125             |
| 134                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 38%                                               | 39%       | 24%                     | 31%       | 18%    | 32% | 35%   | 30%   | 37% | 26%  | 40%                   | 29%        | 41%        | 31%             |
| 31%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | b         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 31                                                | 24        | 75                      | 115       | 11     | 235 | 58    | 187   | 13  | 2    | 1                     | 2          | 7          | 232             |
| 246                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 50%                                               | 44%       | 65%                     | 60%       | 66%    | 57% | 57%   | 58%   | 54% | 66%  | 60%                   | 50%        | 51%        | 58%             |
| 58%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 3                       | 6         | *      | 8   | *     | 8     | 1   | *    | -                     | *          | *          | 8               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | 2%                      | 3%        | 3%     | 2%  | *%    | 3%    | 3%  | 4%   | -%                    | 10%        | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 54                                                | 46        | 104                     | 176       | 14     | 365 | 94    | 285   | 22  | 3    | 2                     | 4          | 13         | 357             |
| 379                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 88%                                               | 83%       | 89%                     | 91%       | 85%    | 89% | 92%   | 88%   | 91% | 92%  | 100%                  | 79%        | 93%        | 89%             |
| 89%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 2                       | 3         | *      | 9   | *     | 9     | 1   | *    | -                     | *          | *          | 9               |
| 9                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 4%        | 2%                      | 1%        | 1%     | 2%  | *%    | 3%    | 2%  | 4%   | -%                    | 4%         | 2%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Trustworthiness of the provider (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
1
-
*
*
*
-
2
-
*
*
-
-
-
-
-
3
3
Very Dissatisfied
*%
-%
*%
*%
1%
-%
6%
-%
*%
5%
-%
-%
-%
-%
-%
2%
1%
a
4
*
2
2
*
-
2
1
3
-
-
*
2
1
1
2
7
Fairly Dissatisfied
2%
*%
2%
1%
1%
-%
5%
3%
1%
-%
-%
1%
3%
2%
2%
1%
2%
Neither Satisfied Nor
7
22
2
27
1
4
-
1
23
1
3
6
4
6
8
2
29
Dissatisfied
3%
12%
2%
10%
6%
13%
-%
2%
8%
32%
22%
14%
6%
8%
9%
1%
7%
b
b
c
abd
a
a
a
67
57
37
86
10
11
15
11
86
2
2
12
33
22
13
50
134
Fairly Satisfied
31%
32%
31%
31%
45%
34%
45%
28%
29%
47%
20%
27%
49%
32%
14%
35%
31%
bcef
b
b
136
97
80
153
11
18
15
25
177
1
7
26
24
40
65
83
246
Very Satisfied
63%
54%
65%
56%
47%
53%
44%
65%
59%
16%
56%
58%
37%
58%
73%
59%
58%
d
d
acd
d
Don't Know (DO NOT READ
2
4
*
6
-
-
-
*
8
-
*
-
3
*
2
2
8
OUT)
1%
2%
*%
2%
-%
-%
-%
1%
3%
-%
2%
-%
5%
1%
2%
2%
2%
203
153
117
239
21
29
30
36
263
3
9
38
57
62
78
132
379
NET: Satisfied
94%
86%
96%
87%
92%
87%
89%
94%
88%
63%
76%
86%
86%
89%
87%
94%
89%
a
a
f
4
*
2
2
*
-
4
1
4
*
-
*
2
1
1
4
9
NET: Dissatisfied
2%
*%
2%
1%
2%
-%
11%
3%
1%
5%
-%
1%
3%
2%
2%
3%
2%
ad

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Trustworthiness of the provider (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
1
1
1
3
3
1
*
3
3
2
1
1
2
-
3
Very Dissatisfied
*%
*%
1%
1%
1%
*%
*%
1%
1%
1%
*%
*%
2%
-%
1%
a
5
5
-
7
4
5
3
5
7
5
7
2
1
3
7
Fairly Dissatisfied
2%
2%
-%
2%
1%
2%
2%
2%
2%
2%
2%
1%
2%
2%
2%
Neither Satisfied Nor
28
26
6
29
15
25
21
21
29
24
29
17
3
9
29
Dissatisfied
9%
8%
5%
7%
5%
7%
15%
6%
7%
9%
7%
11%
4%
5%
7%
abcdf
103
97
48
127
102
110
46
116
128
85
126
49
20
63
134
Fairly Satisfied
33%
31%
40%
32%
35%
32%
32%
34%
32%
31%
32%
31%
23%
36%
31%
b
172
175
63
224
163
190
70
190
226
151
221
90
57
95
246
Very Satisfied
55%
57%
53%
56%
57%
56%
50%
56%
56%
55%
57%
56%
67%
55%
58%
Don't Know (DO NOT READ
5
6
1
8
1
8
*
5
8
6
8
2
2
4
8
OUT)
2%
2%
1%
2%
*%
2%
*%
1%
2%
2%
2%
1%
2%
2%
2%
275
272
111
351
265
299
116
306
354
236
347
139
77
158
379
NET: Satisfied
88%
88%
94%
88%
92%
88%
82%
90%
88%
86%
89%
86%
90%
91%
89%
e
e
6
6
1
9
7
6
3
8
9
8
7
3
3
3
9
NET: Dissatisfied
2%
2%
1%
2%
2%
2%
2%
2%
2%
3%
2%
2%
4%
2%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Trustworthiness of the provider (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
2
-
1
1
3
3
-
3
3
3
3
3
1
-
-
3
Very Dissatisfied
1%
-%
1%
*%
1%
1%
-%
1%
1%
1%
1%
1%
*%
-%
-%
1%
2
3
1
*
7
5
-
7
5
7
5
7
3
-
2
7
Fairly Dissatisfied
1%
6%
2%
*%
2%
2%
-%
2%
1%
2%
1%
2%
1%
-%
2%
2%
c
Neither Satisfied Nor
21
2
6
7
29
15
-
29
26
29
26
29
23
5
3
29
Dissatisfied
7%
5%
8%
5%
7%
5%
-%
7%
7%
7%
7%
7%
7%
47%
4%
7%
101
14
19
59
132
101
-
134
117
132
124
130
94
*
26
134
Fairly Satisfied
33%
28%
27%
40%
31%
36%
-%
31%
32%
31%
33%
31%
30%
1%
35%
31%
b
171
30
43
78
242
151
-
245
204
240
212
240
184
6
43
246
Very Satisfied
56%
61%
61%
53%
58%
54%
-%
58%
57%
57%
56%
58%
59%
52%
58%
58%
Don't Know (DO NOT READ
8
-
-
3
8
4
-
8
6
8
7
8
5
-
1
8
OUT)
3%
-%
-%
2%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
1%
2%
272
43
63
137
374
253
-
379
321
372
336
370
278
6
69
379
NET: Satisfied
89%
89%
89%
93%
89%
90%
-%
89%
89%
89%
89%
89%
90%
53%
93%
89%
4
3
2
1
9
8
-
9
8
9
8
9
4
-
2
9
NET: Dissatisfied
1%
6%
3%
1%
2%
3%
-%
2%
2%
2%
2%
2%
1%
-%
2%
2%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Trustworthiness of the provider (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied
and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
1
-
*
*
-
1
-
3
1
2
-
*
3
3
Very Dissatisfied
8%
-%
*%
*%
-%
*%
-%
1%
1%
1%
-%
*%
2%
1%
c
*
-
4
2
-
5
-
7
2
5
1
3
2
7
Fairly Dissatisfied
5%
-%
1%
1%
-%
2%
-%
2%
2%
2%
1%
8%
1%
2%
ac
Neither Satisfied Nor
5
13
22
7
2
15
-
29
7
22
17
1
11
29
Dissatisfied
65%
4%
9%
5%
6%
6%
-%
7%
6%
7%
7%
3%
8%
7%
*
120
81
39
10
68
2
132
28
105
72
13
48
134
Fairly Satisfied
6%
32%
32%
29%
31%
27%
21%
32%
24%
34%
30%
30%
34%
31%
1
241
146
84
19
160
6
239
71
174
141
26
76
246
Very Satisfied
16%
64%
57%
62%
63%
63%
73%
57%
62%
56%
59%
59%
55%
58%
Don't Know (DO NOT READ
-
2
3
4
*
4
*
8
6
2
8
-
-
8
OUT)
-%
1%
1%
3%
*%
2%
6%
2%
5%
1%
3%
-%
-%
2%
a
a
2
361
227
124
29
228
8
371
100
280
214
39
123
379
NET: Satisfied
22%
96%
89%
90%
94%
90%
94%
89%
86%
90%
89%
89%
89%
89%
1
-
4
2
-
6
-
9
2
7
1
4
5
9
NET: Dissatisfied
13%
-%
1%
1%
-%
2%
-%
2%
2%
2%
1%
8%
3%
2%
c
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b Trustworthiness of the provider (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
-
3
-
*
3
Very Dissatisfied
-%
3%
-%
*%
1%
4
-
*
2
7
Fairly Dissatisfied
5%
-%
*%
2%
2%
bc
Neither Satisfied Nor
5
3
9
13
29
Dissatisfied
6%
3%
7%
11%
7%
c
23
47
27
37
134
Fairly Satisfied
24%
47%
23%
32%
31%
abd
61
43
81
60
246
Very Satisfied
65%
43%
68%
53%
58%
c
ac
Don't Know (DO NOT READ
-
4
2
3
8
OUT)
-%
4%
2%
2%
2%
84
90
108
97
379
NET: Satisfied
90%
91%
91%
85%
89%
4
3
*
2
9
NET: Dissatisfied
5%
3%
*%
2%
2%
b
Columns Tested: a,b,c,d

Amount / level of lost mail (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5
is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
2
-
-
*
-
*
-
-
*
*
2
-
-
3
Very Dissatisfied
1%
-%
-%
1%
-%
1%
-%
-%
1%
1%
6%
-%
-%
1%
7
*
-
-
1
-
-
4
1
1
-
-
-
8
Fairly Dissatisfied
2%
5%
-%
-%
5%
-%
-%
4%
4%
4%
-%
-%
-%
2%
Neither Satisfied Nor
27
1
-
*
1
11
-
5
-
1
2
4
2
28
Dissatisfied
7%
7%
-%
1%
6%
21%
-%
7%
-%
5%
6%
8%
7%
6%
efgjkm
84
2
3
5
5
19
5
17
12
7
6
8
6
95
Fairly Satisfied
22%
26%
19%
29%
21%
38%
10%
21%
33%
25%
18%
14%
22%
22%
g
bg
g
245
6
12
13
17
21
40
52
22
18
20
39
16
276
Very Satisfied
64%
61%
72%
70%
67%
41%
86%
64%
63%
61%
65%
71%
64%
65%
h
h
h
defhlm
h
h
Don't Know (DO NOT READ
15
-
2
-
-
-
2
4
-
1
2
4
2
17
OUT)
4%
-%
9%
-%
-%
-%
4%
5%
-%
4%
6%
8%
7%
4%
j
j
330
8
15
18
22
40
45
69
34
25
26
46
22
371
NET: Satisfied
86%
88%
91%
99%
89%
79%
96%
84%
96%
85%
83%
85%
86%
87%
bdfhlm
h
h
10
*
-
*
1
*
-
4
1
1
2
-
-
11
NET: Dissatisfied
3%
5%
-%
1%
5%
1%
-%
4%
4%
5%
6%
-%
-%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Amount / level of lost mail (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5
is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                         |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                      | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                      | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                      | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                       | 2         | *                       | *         | -      | 3   | *     | 2     | 1   | -    | -                     | *          | 1          | 2               |
| 3                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                      | 3%        | *%                      | *%        | -%     | 1%  | *%    | 1%    | 3%  | -%   | -%                    | 4%         | 4%         | *%              |
| 1%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                       | 3         | 1                       | 1         | 2      | 6   | *     | 7     | -   | -    | -                     | -          | -          | 8               |
| 8                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                      | 6%        | 1%                      | 1%        | 11%    | 2%  | *%    | 2%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 10                      | 8         | 2                       | 7         | *      | 27  | 2     | 25    | 1   | -    | *                     | *          | *          | 27              |
| 28                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 16%                     | 14%       | 2%                      | 4%        | 1%     | 7%  | 2%    | 8%    | 3%  | -%   | 5%                    | 6%         | 2%         | 7%              |
| 6%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                      | ab        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14                      | 12        | 30                      | 40        | 3      | 93  | 29    | 66    | 8   | 1    | 1                     | 2          | 5          | 88              |
| 95                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 23%                     | 21%       | 26%                     | 21%       | 16%    | 23% | 29%   | 20%   | 32% | 17%  | 37%                   | 42%        | 32%        | 22%             |
| 22%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 34                      | 31        | 78                      | 133       | 12     | 264 | 66    | 210   | 14  | 3    | 1                     | 2          | 9          | 262             |
| 276                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 56%                     | 55%       | 67%                     | 69%       | 71%    | 65% | 65%   | 65%   | 59% | 75%  | 58%                   | 42%        | 60%        | 65%             |
| 65%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | *         | 4                       | 11        | *      | 16  | 4     | 13    | 1   | *    | -                     | *          | *          | 16              |
| 17                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                      | 1%        | 4%                      | 6%        | 2%     | 4%  | 4%    | 4%    | 3%  | 8%   | -%                    | 6%         | 1%         | 4%              |
| 4%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                      | 42        | 109                     | 173       | 14     | 357 | 95    | 276   | 22  | 3    | 2                     | 4          | 13         | 349             |
| 371                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 78%                     | 77%       | 93%                     | 90%       | 87%    | 87% | 93%   | 85%   | 91% | 92%  | 95%                   | 83%        | 93%        | 87%             |
| 87%                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| cd                      | cd        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                       | 5         | 1                       | 2         | 2      | 9   | 1     | 10    | 1   | -    | -                     | *          | 1          | 10              |
| 11                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                      | 9%        | 1%                      | 1%        | 11%    | 2%  | 1%    | 3%    | 3%  | -%   | -%                    | 4%         | 4%         | 2%              |
| 2%                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Table 73  (continuation)                                                                                                                                                                        Page 608
Amount / level of lost mail (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5
is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
1
2
*
2
*
*
-
-
2
*
-
*
-
*
2
-
3
Very Dissatisfied
*%
1%
*%
1%
1%
1%
-%
-%
1%
5%
-%
*%
-%
*%
2%
-%
1%
3
4
1
5
-
-
2
1
4
-
-
4
2
1
-
1
8
Fairly Dissatisfied
1%
2%
1%
2%
-%
-%
7%
3%
1%
-%
-%
8%
3%
2%
-%
1%
2%
a
ab
Neither Satisfied Nor
16
11
10
16
4
10
1
3
9
*
-
6
10
2
7
2
28
Dissatisfied
7%
6%
8%
6%
19%
30%
4%
8%
3%
3%
-%
12%
16%
3%
8%
2%
6%
a
abc
af
acf
a
45
41
25
61
11
3
11
8
63
1
6
9
17
19
14
30
95
Fairly Satisfied
21%
23%
21%
22%
48%
9%
31%
20%
21%
32%
49%
20%
25%
27%
15%
21%
22%
abd
d
abcde
145
115
81
178
7
20
20
26
202
2
6
24
34
46
64
100
276
Very Satisfied
67%
64%
66%
65%
33%
60%
58%
68%
68%
61%
47%
53%
51%
66%
72%
71%
65%
e
e
e
e
def
def
Don't Know (DO NOT READ
7
8
4
10
-
-
-
*
16
-
*
3
3
1
2
8
17
OUT)
3%
4%
3%
4%
-%
-%
-%
1%
5%
-%
3%
6%
5%
1%
2%
6%
4%
191
156
107
239
18
23
30
34
266
4
12
33
51
65
78
130
371
NET: Satisfied
88%
87%
87%
88%
80%
69%
90%
88%
89%
93%
97%
73%
77%
94%
87%
92%
87%
d
d
d
de
de
e
de
4
5
2
8
*
*
2
1
7
*
-
4
2
1
2
1
11
NET: Dissatisfied
2%
3%
1%
3%
1%
1%
7%
3%
2%
5%
-%
8%
3%
2%
2%
1%
2%
a

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Amount / level of lost mail (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5
is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
2
3
1
3
2
2
2
3
3
3
3
*
2
*
3
Very Dissatisfied
1%
1%
*%
1%
1%
1%
2%
1%
1%
1%
1%
*%
2%
*%
1%
4
6
*
8
7
8
6
7
8
5
8
5
3
-
8
Fairly Dissatisfied
1%
2%
*%
2%
2%
2%
4%
2%
2%
2%
2%
3%
3%
-%
2%
a
a
Neither Satisfied Nor
27
25
13
28
17
24
13
25
28
20
26
20
*
8
28
Dissatisfied
9%
8%
11%
7%
6%
7%
9%
7%
7%
7%
7%
12%
*%
4%
6%
ab
74
68
29
92
74
80
37
83
93
69
90
38
24
31
95
Fairly Satisfied
24%
22%
24%
23%
26%
24%
26%
24%
23%
25%
23%
24%
28%
18%
22%
196
195
73
255
182
214
78
214
257
168
253
94
50
129
276
Very Satisfied
63%
63%
62%
64%
63%
63%
55%
63%
64%
61%
65%
59%
58%
74%
65%
e
e
bc
Don't Know (DO NOT READ
9
12
3
12
5
10
4
9
12
8
12
3
8
6
17
OUT)
3%
4%
2%
3%
2%
3%
3%
3%
3%
3%
3%
2%
9%
3%
4%
c
271
263
102
347
257
294
115
297
350
237
343
133
73
161
371
NET: Satisfied
86%
85%
86%
87%
89%
87%
82%
87%
87%
87%
88%
82%
85%
92%
87%
c
7
9
1
11
9
10
8
9
11
8
11
6
5
*
11
NET: Dissatisfied
2%
3%
1%
3%
3%
3%
6%
3%
3%
3%
3%
4%
5%
*%
2%
a
a

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b Amount / level of lost mail (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5
is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
1
2
*
1
3
3
-
3
3
3
3
3
3
-
-
3
Very Dissatisfied
*%
4%
*%
*%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
c
5
1
2
2
8
8
-
8
8
8
7
8
3
2
2
8
Fairly Dissatisfied
2%
3%
3%
2%
2%
3%
-%
2%
2%
2%
2%
2%
1%
16%
2%
2%
Neither Satisfied Nor
19
1
7
9
28
17
-
28
22
28
25
28
24
-
4
28
Dissatisfied
6%
3%
10%
6%
7%
6%
-%
6%
6%
7%
7%
7%
8%
-%
5%
6%
70
11
15
36
95
75
-
95
84
94
87
94
65
4
20
95
Fairly Satisfied
23%
22%
21%
25%
23%
27%
-%
22%
23%
22%
23%
22%
21%
32%
26%
22%
199
33
42
93
271
165
-
276
229
271
239
271
206
6
44
276
Very Satisfied
65%
68%
60%
63%
64%
59%
-%
65%
63%
65%
64%
65%
66%
52%
60%
65%
Don't Know (DO NOT READ
11
*
4
7
17
12
-
17
16
17
15
14
10
-
4
17
OUT)
4%
1%
6%
5%
4%
4%
-%
4%
4%
4%
4%
3%
3%
-%
6%
4%
270
44
57
129
366
240
-
371
313
364
325
364
271
9
64
371
NET: Satisfied
88%
90%
81%
88%
87%
86%
-%
87%
87%
87%
87%
87%
87%
84%
87%
87%
5
3
2
3
11
11
-
11
11
11
10
11
6
2
2
11
NET: Dissatisfied
2%
6%
3%
2%
3%
4%
-%
2%
3%
3%
3%
3%
2%
16%
2%
2%
c

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Amount / level of lost mail (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5
is very satisfied?)
Base: All Respondents who use more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
2
1
1
2
2
*
-
3
*
2
*
*
2
3
Very Dissatisfied
26%
*%
*%
1%
6%
*%
-%
1%
*%
1%
*%
*%
2%
1%
a
-
3
7
-
-
7
-
8
-
8
5
-
3
8
Fairly Dissatisfied
-%
1%
3%
-%
-%
3%
-%
2%
-%
3%
2%
-%
2%
2%
Neither Satisfied Nor
-
14
19
9
2
14
-
28
8
20
14
5
8
28
Dissatisfied
-%
4%
7%
7%
8%
6%
-%
7%
7%
6%
6%
12%
6%
6%
4
80
61
25
4
52
*
95
22
73
48
13
35
95
Fairly Satisfied
46%
21%
24%
19%
13%
21%
6%
23%
19%
24%
20%
29%
25%
22%
2
269
163
91
19
171
8
268
80
196
161
26
87
276
Very Satisfied
28%
71%
64%
67%
60%
68%
89%
64%
69%
63%
67%
58%
63%
65%
Don't Know (DO NOT READ
-
10
5
9
4
8
*
16
6
11
12
-
4
17
OUT)
-%
3%
2%
7%
13%
3%
6%
4%
5%
3%
5%
-%
3%
4%
b
a
6
348
224
117
23
223
8
363
102
270
209
38
122
371
NET: Satisfied
74%
93%
88%
85%
73%
88%
94%
87%
88%
87%
87%
87%
87%
87%
b
2
3
7
2
2
7
-
11
*
10
5
*
5
11
NET: Dissatisfied
26%
1%
3%
1%
6%
3%
-%
3%
*%
3%
2%
*%
4%
2%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Amount / level of lost mail (QOP2. As a recipient and sender of mail, how would you rate the performance of [QV5c provider] in the following areas on a 5 point scale where 1 is very dissatisfied and 5
is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
*
*
*
2
3
Very Dissatisfied
*%
*%
*%
2%
1%
1
2
-
5
8
Fairly Dissatisfied
1%
2%
-%
4%
2%
b
Neither Satisfied Nor
9
10
7
2
28
Dissatisfied
9%
10%
6%
2%
6%
a
a
23
19
22
31
95
Fairly Satisfied
25%
20%
18%
27%
22%
56
62
88
70
276
Very Satisfied
60%
62%
74%
61%
65%
ad
Don't Know (DO NOT READ
4
6
2
4
17
OUT)
4%
6%
2%
4%
4%
79
81
110
101
371
NET: Satisfied
85%
82%
92%
88%
87%
c
1
2
*
7
11
NET: Dissatisfied
2%
2%
*%
6%
2%
b
Columns Tested: a,b,c,d

Daily delivery (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
129
18
16
23
12
14
8
28
17
13
11
17
9
186
Unweighted total
169
7
7
10
12
24
13
35
14
12
20
25
13
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1
-
-
-
-
-
-
-
1
-
-
-
-
1
Fairly Dissatisfied
1%
-%
-%
-%
-%
-%
-%
-%
9%
-%
-%
-%
-%
1%
Neither Satisfied Nor
11
1
1
*
1
2
-
2
-
-
-
4
2
13
Dissatisfied
7%
9%
13%
1%
11%
9%
-%
5%
-%
-%
-%
17%
14%
7%
53
3
4
*
8
11
2
13
3
3
7
5
2
60
Fairly Satisfied
32%
37%
53%
5%
64%
45%
14%
36%
22%
24%
36%
18%
16%
31%
83
3
1
7
2
9
9
17
8
8
9
14
7
94
Very Satisfied
49%
47%
20%
70%
15%
38%
71%
48%
57%
64%
45%
54%
56%
49%
Don't Know (DO NOT READ
20
*
1
2
1
2
2
4
2
1
4
3
2
24
OUT)
12%
7%
15%
24%
11%
9%
15%
11%
12%
12%
18%
11%
14%
13%
136
6
5
7
10
20
11
30
11
11
16
18
9
154
NET: Satisfied
81%
84%
72%
75%
79%
83%
85%
84%
79%
88%
82%
72%
72%
80%
1
-
-
-
-
-
-
-
1
-
-
-
-
1
NET: Dissatisfied
1%
-%
-%
-%
-%
-%
-%
-%
9%
-%
-%
-%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Daily delivery (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                                                   |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | b                       | a         | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                                                | *d                      | *c        | *b        |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 42                                                | 21                      | 50        | 73        | 15     | 171 | 60    | 126   | 45  | 10   | 5                     | 9          | 21         | 141             |
| 186                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 37                                                | 20                      | 50        | 86        | 4      | 189 | 48    | 145   | 8   | 2    | 1                     | 2          | 4          | 184             |
| 193                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | 1         | -      | 1   | -     | 1     | -   | -    | -                     | -          | -          | 1               |
| 1                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | 2%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | -                       | 1         | 7         | *      | 13  | 3     | 10    | *   | -    | -                     | -          | *          | 13              |
| 13                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied                                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 12%                                               | -%                      | 2%        | 9%        | 3%     | 7%  | 6%    | 7%    | 3%  | -%   | -%                    | -%         | 5%         | 7%              |
| 7%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 11                                                | 12                      | 18        | 19        | *      | 60  | 15    | 45    | 2   | *    | *                     | 1          | 1          | 58              |
| 60                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied                                  |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 29%                                               | 62%                     | 36%       | 22%       | 8%     | 32% | 32%   | 31%   | 27% | 22%  | 31%                   | 41%        | 23%        | 31%             |
| 31%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 19                                                | 5                       | 25        | 44        | 3      | 92  | 21    | 73    | 4   | 1    | *                     | 1          | 2          | 90              |
| 94                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied                                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 52%                                               | 27%                     | 50%       | 52%       | 62%    | 49% | 44%   | 50%   | 47% | 45%  | 12%                   | 52%        | 53%        | 49%             |
| 49%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2                       | 6         | 14        | 1      | 23  | 8     | 16    | 2   | 1    | 1                     | *          | 1          | 22              |
| 24                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | 12%                     | 12%       | 16%       | 27%    | 12% | 18%   | 11%   | 23% | 32%  | 57%                   | 7%         | 18%        | 12%             |
| 13%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 30                                                | 18                      | 43        | 63        | 3      | 151 | 37    | 118   | 6   | 1    | *                     | 2          | 3          | 148             |
| 154                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied                                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 82%                                               | 88%                     | 86%       | 74%       | 70%    | 80% | 77%   | 81%   | 74% | 68%  | 43%                   | 93%        | 76%        | 80%             |
| 80%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | 1         | -      | 1   | -     | 1     | -   | -    | -                     | -          | -          | 1               |
| 1                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | 2%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

Daily delivery (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
b
a
Significance Level: 95%
97
67
57
107
14
14
15
19
124
-
9
26
26
23
36
66
186
Unweighted total
106
64
65
105
8
17
18
20
130
-
2
24
26
26
38
77
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
1
-
-
-
-
1
-
-
1
Fairly Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
5%
-%
-%
1%
Neither Satisfied Nor
7
6
2
10
*
4
2
3
4
-
-
1
6
*
2
4
13
Dissatisfied
6%
10%
4%
10%
1%
23%
13%
13%
3%
-%
-%
3%
23%
2%
5%
5%
7%
32
19
21
30
1
8
5
7
39
-
1
7
10
11
6
25
60
Fairly Satisfied
30%
29%
33%
28%
17%
48%
30%
33%
30%
-%
37%
30%
38%
44%
17%
32%
31%
56
31
36
52
5
5
6
11
67
-
*
16
4
13
28
34
94
Very Satisfied
53%
49%
55%
49%
66%
28%
37%
53%
52%
-%
20%
67%
15%
48%
73%
44%
49%
a
Don't Know (DO NOT READ
12
8
5
14
1
*
4
*
19
-
1
-
6
*
2
14
24
OUT)
11%
12%
8%
13%
16%
1%
20%
1%
15%
-%
43%
-%
24%
1%
6%
19%
13%
88
50
57
81
7
13
12
17
106
-
1
23
14
24
34
59
154
NET: Satisfied
83%
78%
88%
77%
83%
76%
67%
86%
81%
-%
57%
97%
52%
92%
89%
76%
80%
-
-
-
-
-
-
-
-
1
-
-
-
-
1
-
-
1
NET: Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
5%
-%
-%
1%

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Daily delivery (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
117
125
61
169
124
139
56
146
169
116
164
67
39
77
186
Unweighted total
122
120
53
171
125
145
39
150
175
109
166
69
42
79
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
1
-
1
-
-
1
1
1
-
1
-
1
Fairly Dissatisfied
-%
-%
-%
1%
-%
1%
-%
-%
1%
1%
1%
-%
3%
-%
1%
Neither Satisfied Nor
11
8
5
11
11
9
5
11
11
9
11
10
-
3
13
Dissatisfied
9%
7%
9%
6%
9%
6%
12%
8%
6%
8%
6%
14%
-%
4%
7%
ab
38
42
17
57
43
51
15
50
58
38
56
21
11
27
60
Fairly Satisfied
31%
35%
32%
33%
34%
35%
38%
33%
33%
35%
34%
30%
26%
35%
31%
62
57
28
82
63
72
17
75
85
48
81
35
23
35
94
Very Satisfied
51%
47%
53%
48%
50%
50%
43%
50%
49%
44%
49%
51%
55%
44%
49%
Don't Know (DO NOT READ
11
13
3
20
8
11
3
14
19
14
17
4
7
14
24
OUT)
9%
11%
5%
12%
7%
8%
7%
9%
11%
12%
10%
5%
16%
18%
13%
c
101
99
45
139
105
123
32
125
143
85
137
56
34
62
154
NET: Satisfied
82%
82%
85%
81%
84%
85%
81%
83%
82%
79%
82%
81%
81%
78%
80%
-
-
-
1
-
1
-
-
1
1
1
-
1
-
1
NET: Dissatisfied
-%
-%
-%
1%
-%
1%
-%
-%
1%
1%
1%
-%
3%
-%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Daily delivery (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
*b
a
c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
130
20
35
71
185
138
-
185
162
184
166
183
135
-
26
186
Unweighted total
135
22
34
67
191
138
-
193
167
189
172
187
139
-
28
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
1
-
-
1
1
-
1
1
1
1
1
-
-
-
1
Fairly Dissatisfied
-%
6%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
-%
-%
-%
1%
Neither Satisfied Nor
6
4
3
6
13
11
-
13
13
13
12
11
11
-
2
13
Dissatisfied
4%
17%
9%
9%
7%
8%
-%
7%
8%
7%
7%
6%
8%
-%
8%
7%
43
5
12
18
60
42
-
60
51
60
52
60
41
-
8
60
Fairly Satisfied
32%
22%
36%
26%
32%
30%
-%
31%
30%
32%
30%
32%
29%
-%
29%
31%
68
8
18
35
92
66
-
94
81
90
83
90
73
-
15
94
Very Satisfied
51%
37%
52%
52%
48%
48%
-%
49%
48%
48%
48%
48%
52%
-%
53%
49%
Don't Know (DO NOT READ
18
4
1
9
24
18
-
24
21
24
23
24
15
-
3
24
OUT)
13%
18%
3%
13%
13%
13%
-%
12%
13%
13%
13%
13%
11%
-%
11%
13%
111
13
30
52
152
108
-
154
131
150
135
150
113
-
23
154
NET: Satisfied
82%
59%
88%
78%
80%
78%
-%
80%
79%
80%
79%
81%
82%
-%
82%
80%
-
1
-
-
1
1
-
1
1
1
1
1
-
-
-
1
NET: Dissatisfied
-%
6%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
-%
-%
-%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Daily delivery (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
3
166
99
62
12
103
6
180
57
129
105
15
59
186
Unweighted total
2
172
105
62
12
115
5
188
56
136
105
20
64
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
1
-
1
1
-
-
1
Fairly Dissatisfied
-%
-%
-%
-%
-%
-%
-%
1%
-%
1%
1%
-%
-%
1%
Neither Satisfied Nor
1
7
4
8
4
7
-
13
7
6
4
2
7
13
Dissatisfied
31%
4%
4%
14%
33%
6%
-%
7%
12%
5%
4%
9%
11%
7%
b
-
52
32
17
1
29
*
60
13
47
34
5
20
60
Fairly Satisfied
-%
30%
31%
27%
8%
25%
10%
32%
24%
34%
33%
25%
32%
31%
-
94
59
28
3
67
4
90
31
64
51
13
27
94
Very Satisfied
-%
55%
57%
45%
26%
58%
78%
48%
54%
47%
48%
66%
42%
49%
Don't Know (DO NOT READ
1
18
9
9
4
13
1
24
6
18
15
-
10
24
OUT)
69%
11%
8%
15%
33%
11%
12%
13%
11%
13%
14%
-%
15%
13%
-
146
91
44
4
96
4
150
44
111
86
18
48
154
NET: Satisfied
-%
85%
87%
72%
34%
83%
88%
80%
78%
81%
81%
91%
74%
80%
a
-
-
-
-
-
-
-
1
-
1
1
-
-
1
NET: Dissatisfied
-%
-%
-%
-%
-%
-%
-%
1%
-%
1%
1%
-%
-%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Daily delivery (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
82
104
186
Unweighted total
93
99
193
Weighted total
-
-
-
Very Dissatisfied
-%
-%
-%
1
-
1
Fairly Dissatisfied
1%
-%
1%
Neither Satisfied Nor
7
6
13
Dissatisfied
8%
6%
7%
23
37
60
Fairly Satisfied
25%
37%
31%
51
43
94
Very Satisfied
55%
43%
49%
Don't Know (DO NOT READ
10
14
24
OUT)
11%
14%
13%
75
80
154
NET: Satisfied
80%
80%
80%
1
-
1
NET: Dissatisfied
1%
-%
1%
Columns Tested: a,b

Price of postage (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
129
18
16
23
12
14
8
28
17
13
11
17
9
186
Unweighted total
169
7
7
10
12
24
13
35
14
12
20
25
13
193
Weighted total
4
*
-
*
-
-
-
2
3
-
-
-
-
5
Very Dissatisfied
3%
7%
-%
5%
-%
-%
-%
5%
18%
-%
-%
-%
-%
3%
4
*
*
*
-
2
-
-
-
-
-
-
2
5
Fairly Dissatisfied
2%
7%
7%
5%
-%
9%
-%
-%
-%
-%
-%
-%
14%
3%
Neither Satisfied Nor
38
2
*
1
3
7
2
9
4
2
9
2
*
41
Dissatisfied
22%
32%
7%
6%
21%
28%
15%
27%
29%
13%
45%
10%
1%
21%
62
3
4
3
8
7
5
13
3
6
5
7
7
72
Fairly Satisfied
37%
46%
53%
35%
64%
28%
42%
36%
23%
52%
27%
28%
56%
37%
59
*
2
4
1
8
5
11
4
3
5
16
4
65
Very Satisfied
35%
7%
26%
42%
12%
35%
42%
32%
30%
24%
27%
63%
28%
34%
Don't Know (DO NOT READ
2
*
1
1
*
*
-
-
-
1
-
-
*
3
OUT)
1%
2%
8%
6%
3%
1%
-%
-%
-%
10%
-%
-%
1%
2%
121
4
6
7
9
15
11
24
8
9
11
23
11
138
NET: Satisfied
71%
53%
79%
78%
76%
62%
85%
68%
53%
76%
55%
90%
84%
71%
8
1
*
1
-
2
-
2
3
-
-
-
2
11
NET: Dissatisfied
5%
14%
7%
10%
-%
9%
-%
5%
18%
-%
-%
-%
14%
6%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

Price of postage (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

|                         |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | b                       | a         | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                      | *d                      | *c        | *b        |        |     |       |       |     |      |                       |            |            |                 |
| a                       | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 42                      | 21                      | 50        | 73        | 15     | 171 | 60    | 126   | 45  | 10   | 5                     | 9          | 21         | 141             |
| 186                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 37                      | 20                      | 50        | 86        | 4      | 189 | 48    | 145   | 8   | 2    | 1                     | 2          | 4          | 184             |
| 193                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | *                       | 1         | 4         | -      | 5   | 4     | 2     | -   | -    | -                     | -          | -          | 5               |
| 5                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | 2%                      | 3%        | 4%        | -%     | 3%  | 7%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 3%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | -                       | 2         | 3         | -      | 5   | 4     | 1     | -   | -    | -                     | -          | -          | 5               |
| 5                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                      | -%                      | 4%        | 3%        | -%     | 3%  | 8%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 3%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                       | 5                       | 14        | 16        | 1      | 40  | 7     | 35    | 2   | 1    | *                     | *          | 1          | 39              |
| 41                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 18%                     | 25%                     | 28%       | 18%       | 21%    | 21% | 14%   | 24%   | 27% | 39%  | 16%                   | 20%        | 27%        | 21%             |
| 21%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 18                      | 8                       | 16        | 30        | 2      | 70  | 16    | 56    | 2   | *    | *                     | *          | 1          | 70              |
| 72                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 50%                     | 41%                     | 31%       | 35%       | 48%    | 37% | 34%   | 39%   | 25% | 11%  | 48%                   | 12%        | 31%        | 38%             |
| 37%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 10                      | 6                       | 18        | 31        | *      | 65  | 17    | 48    | 3   | *    | *                     | 1          | 2          | 62              |
| 65                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 28%                     | 31%                     | 35%       | 36%       | 11%    | 34% | 35%   | 33%   | 34% | 6%   | 36%                   | 41%        | 42%        | 34%             |
| 34%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | *                       | *         | 3         | 1      | 3   | 1     | 3     | 1   | 1    | -                     | *          | -          | 2               |
| 3                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                      | 1%                      | *%        | 3%        | 20%    | 1%  | 2%    | 2%    | 14% | 43%  | -%                    | 27%        | -%         | 1%              |
| 2%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 29                      | 14                      | 33        | 61        | 2      | 135 | 33    | 105   | 5   | *    | 1                     | 1          | 3          | 133             |
| 138                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 78%                     | 72%                     | 66%       | 72%       | 59%    | 72% | 69%   | 72%   | 59% | 18%  | 84%                   | 52%        | 73%        | 72%             |
| 71%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | *                       | 3         | 6         | -      | 11  | 7     | 3     | -   | -    | -                     | -          | -          | 11              |
| 11                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                      | 2%                      | 6%        | 7%        | -%     | 6%  | 16%   | 2%    | -%  | -%   | -%                    | -%         | -%         | 6%              |
| 6%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Price of postage (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
b
a
Significance Level: 95%
97
67
57
107
14
14
15
19
124
-
9
26
26
23
36
66
186
Unweighted total
106
64
65
105
8
17
18
20
130
-
2
24
26
26
38
77
193
Weighted total
2
*
2
*
*
-
1
-
4
-
-
-
-
2
1
2
5
Very Dissatisfied
2%
1%
3%
*%
6%
-%
7%
-%
3%
-%
-%
-%
-%
7%
3%
3%
3%
4
1
-
5
-
-
-
2
4
-
*
2
-
-
*
2
5
Fairly Dissatisfied
4%
2%
-%
5%
-%
-%
-%
9%
3%
-%
22%
10%
-%
-%
1%
3%
3%
Neither Satisfied Nor
16
16
12
21
1
6
3
*
31
-
*
4
6
2
6
23
41
Dissatisfied
15%
26%
18%
20%
17%
34%
16%
1%
24%
-%
21%
15%
23%
9%
15%
30%
21%
40
27
24
43
4
8
11
7
43
-
1
7
11
10
14
29
72
Fairly Satisfied
37%
43%
36%
41%
48%
47%
60%
35%
33%
-%
42%
32%
43%
38%
36%
38%
37%
43
18
27
34
2
3
3
11
46
-
*
10
7
12
16
19
65
Very Satisfied
41%
28%
42%
32%
25%
19%
17%
53%
36%
-%
15%
43%
28%
46%
43%
25%
34%
Don't Know (DO NOT READ
1
1
1
2
*
-
-
*
3
-
-
*
1
*
*
1
3
OUT)
1%
2%
1%
1%
4%
-%
-%
2%
2%
-%
-%
1%
6%
1%
1%
2%
2%
83
45
51
77
6
11
13
18
89
-
1
18
18
22
30
49
138
NET: Satisfied
78%
70%
78%
73%
73%
66%
77%
88%
69%
-%
57%
74%
71%
83%
79%
63%
71%
6
1
2
6
*
-
1
2
7
-
*
2
-
2
2
4
11
NET: Dissatisfied
6%
2%
3%
6%
6%
-%
7%
9%
5%
-%
22%
10%
-%
7%
5%
6%
6%

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b Price of postage (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
117
125
61
169
124
139
56
146
169
116
164
67
39
77
186
Unweighted total
122
120
53
171
125
145
39
150
175
109
166
69
42
79
193
Weighted total
1
*
2
2
1
2
1
2
2
2
2
-
2
4
5
Very Dissatisfied
1%
*%
4%
1%
1%
1%
2%
2%
1%
2%
1%
-%
4%
5%
3%
3
3
-
3
3
5
-
3
3
3
3
1
2
3
5
Fairly Dissatisfied
3%
3%
-%
2%
2%
4%
-%
2%
2%
3%
2%
1%
4%
3%
3%
Neither Satisfied Nor
22
21
13
38
28
33
6
31
41
24
39
7
10
23
41
Dissatisfied
18%
17%
24%
22%
23%
23%
15%
21%
24%
22%
23%
10%
25%
30%
21%
c
c
47
53
22
66
45
52
14
58
65
40
61
32
14
24
72
Fairly Satisfied
38%
44%
41%
39%
36%
36%
35%
39%
37%
37%
37%
47%
34%
31%
37%
a
49
41
16
59
47
51
18
54
61
38
58
28
12
24
65
Very Satisfied
40%
34%
30%
35%
38%
35%
46%
36%
35%
35%
35%
41%
28%
30%
34%
Don't Know (DO NOT READ
*
2
*
2
1
2
*
1
2
2
2
*
2
1
3
OUT)
*%
1%
1%
1%
1%
1%
1%
1%
1%
2%
1%
*%
4%
1%
2%
96
94
38
125
92
102
32
112
126
78
120
61
26
48
138
NET: Satisfied
78%
78%
71%
73%
74%
71%
82%
75%
72%
72%
72%
88%
62%
61%
71%
ab
4
4
2
5
4
7
1
5
5
5
5
1
4
6
11
NET: Dissatisfied
3%
3%
4%
3%
3%
5%
2%
4%
3%
5%
3%
1%
9%
8%
6%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Price of postage (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
*b
a
c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
130
20
35
71
185
138
-
185
162
184
166
183
135
-
26
186
Unweighted total
135
22
34
67
191
138
-
193
167
189
172
187
139
-
28
193
Weighted total
3
1
-
4
5
4
-
5
4
5
4
5
1
-
-
5
Very Dissatisfied
2%
6%
-%
6%
3%
3%
-%
3%
2%
3%
2%
3%
1%
-%
-%
3%
3
*
2
-
3
3
-
5
3
3
3
3
3
-
2
5
Fairly Dissatisfied
2%
2%
5%
-%
2%
2%
-%
3%
2%
2%
2%
2%
2%
-%
8%
3%
Neither Satisfied Nor
32
3
6
17
41
31
-
41
36
41
35
41
28
-
2
41
Dissatisfied
24%
13%
17%
25%
22%
22%
-%
21%
22%
22%
21%
22%
20%
-%
6%
21%
48
9
15
25
72
53
-
72
66
70
65
68
55
-
12
72
Fairly Satisfied
36%
39%
44%
38%
38%
39%
-%
37%
39%
37%
38%
37%
40%
-%
42%
37%
45
9
11
21
65
46
-
65
56
65
62
65
50
-
12
65
Very Satisfied
33%
40%
33%
31%
34%
33%
-%
34%
34%
35%
36%
35%
36%
-%
44%
34%
Don't Know (DO NOT READ
3
-
*
*
3
2
-
3
2
3
3
3
2
-
-
3
OUT)
2%
-%
1%
*%
2%
1%
-%
2%
1%
2%
1%
2%
1%
-%
-%
2%
93
18
26
46
138
99
-
138
122
136
126
134
105
-
24
138
NET: Satisfied
69%
79%
77%
68%
72%
72%
-%
71%
73%
72%
74%
72%
76%
-%
86%
71%
6
2
2
4
9
7
-
11
7
9
7
9
4
-
2
11
NET: Dissatisfied
4%
8%
5%
6%
5%
5%
-%
6%
4%
5%
4%
5%
3%
-%
8%
6%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Price of postage (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
3
166
99
62
12
103
6
180
57
129
105
15
59
186
Unweighted total
2
172
105
62
12
115
5
188
56
136
105
20
64
193
Weighted total
1
3
*
*
-
1
-
5
*
5
4
-
2
5
Very Dissatisfied
69%
2%
*%
1%
-%
1%
-%
3%
1%
4%
3%
-%
3%
3%
-
5
3
3
-
5
-
5
-
5
5
-
-
5
Fairly Dissatisfied
-%
3%
2%
4%
-%
4%
-%
3%
-%
4%
5%
-%
-%
3%
Neither Satisfied Nor
*
34
22
8
3
22
1
40
12
29
30
3
8
41
Dissatisfied
6%
20%
21%
12%
24%
19%
26%
21%
22%
21%
28%
17%
12%
21%
a
*
68
40
27
7
43
*
72
28
44
35
7
30
72
Fairly Satisfied
25%
40%
38%
43%
58%
38%
10%
38%
50%
32%
34%
37%
46%
37%
a
-
59
39
23
2
42
2
63
14
51
29
9
25
65
Very Satisfied
-%
35%
38%
37%
18%
36%
43%
34%
25%
37%
27%
46%
39%
34%
Don't Know (DO NOT READ
-
2
1
1
-
2
1
2
1
2
3
-
*
3
OUT)
-%
1%
1%
2%
-%
2%
22%
1%
3%
1%
3%
-%
*%
2%
*
128
79
50
9
85
3
135
42
95
64
17
54
138
NET: Satisfied
25%
75%
76%
80%
76%
74%
52%
72%
75%
70%
61%
83%
85%
71%
c
1
8
3
3
-
6
-
11
*
10
9
-
2
11
NET: Dissatisfied
69%
5%
3%
5%
-%
5%
-%
6%
1%
7%
8%
-%
3%
6%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Price of postage (QOP2. As a recipient and sender of mail, how would you rate the performance of ^f('QV5c')^ in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?)
Base: All Respondents who use more than one mail service provider

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
82
104
186
Unweighted total
93
99
193
Weighted total
1
4
5
Very Dissatisfied
1%
4%
3%
4
1
5
Fairly Dissatisfied
5%
1%
3%
Neither Satisfied Nor
22
19
41
Dissatisfied
23%
19%
21%
36
36
72
Fairly Satisfied
38%
37%
37%
29
36
65
Very Satisfied
31%
36%
34%
Don't Know (DO NOT READ
1
2
3
OUT)
1%
2%
2%
65
73
138
NET: Satisfied
69%
73%
71%
6
5
11
NET: Dissatisfied
6%
5%
6%
Columns Tested: a,b

## Qop2. Summary. As A Recipient And Sender Of Mail, How Would You Rate The Performance Of [Qv5C Provider] In The Following Areas ... Base: All Respondents Who Use More Than One Mail Service Provider

Areas
Daily
Amount / level
Trustworthiness
Account
Latest
Availability of
Collection
Time of
Delivery consistency /
Delivery time (when
delivery
of lost mail
of the provider
management (if
collection time
a daily
reliability
collection
reliability (e.g. arrives
you receive your
applicable)
collection
as promised consistently)
mail delivery)
186
441
441
441
441
441
441
441
441
441
Unweighted total
193
426
426
426
426
426
426
426
426
426
Weighted total
-
3
3
1
4
*
3
3
*
4
Very Dissatisfied
-%
1%
1%
*%
1%
*%
1%
1%
*%
1%
1
8
7
6
6
6
3
7
8
9
Fairly Dissatisfied
1%
2%
2%
1%
1%
1%
1%
2%
2%
2%
Neither Satisfied Nor
13
28
29
16
57
23
22
37
44
29
Dissatisfied
7%
6%
7%
4%
13%
5%
5%
9%
10%
7%
60
95
134
45
117
99
127
139
156
151
Fairly Satisfied
31%
22%
31%
11%
27%
23%
30%
33%
37%
35%
94
276
246
66
202
256
234
201
179
173
Very Satisfied
49%
65%
58%
15%
47%
60%
55%
47%
42%
41%
Don't Know (DO NOT READ
24
17
8
293
41
43
37
39
40
61
OUT)
13%
4%
2%
69%
10%
10%
9%
9%
9%
14%
154
371
379
111
319
355
361
340
334
323
NET: Satisfied
80%
87%
89%
26%
75%
83%
85%
80%
78%
76%
1
11
9
6
10
6
5
10
8
13
NET: Dissatisfied
1%
2%
2%
1%
2%
1%
1%
2%
2%
3%

## Qop2. Summary. As A Recipient And Sender Of Mail, How Would You Rate The Performance Of [Qv5C Provider] In The Following Areas ... Base: All Respondents Who Use More Than One Mail Service Provider

Areas
Price of
postage
186
Unweighted total
193
Weighted total
5
Very Dissatisfied
3% 5
Fairly Dissatisfied
3%
Neither Satisfied Nor
41
Dissatisfied
21%
72
Fairly Satisfied
37%
65
Very Satisfied
34%
Don't Know (DO NOT READ
3
OUT)
2%
138
NET: Satisfied
71%
11
NET: Dissatisfied
6%

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total
311
8
13
15
21
38
43
71
31
24
20
41
22
348
No Problems
81%
89%
79%
82%
84%
74%
92%
86%
88%
80%
65%
74%
86%
82%
b
18
1
2
-
1
2
-
4
1
4
4
-
2
20
Damaged mail / goods
5%
6%
12%
-%
5%
4%
-%
4%
4%
14%
11%
-%
7%
5%
bgjm
bgjm
17
-
1
1
-
2
2
4
*
*
4
5
*
19
Amount of lost mail
4%
-%
6%
4%
-%
4%
4%
5%
1%
1%
12%
8%
1%
4%
Delivery reliability (e.g. arrives as
14
-
1
1
-
5
-
4
-
-
2
4
-
15
promised)
4%
-%
4%
4%
-%
9%
-%
4%
-%
-%
6%
8%
-%
4%
Lost or late delivery of
13
-
-
-
1
-
2
2
*
1
*
5
2
13
sent mail
3%
-%
-%
-%
5%
-%
4%
2%
1%
4%
*%
8%
7%
3%
j
Delivery time (when you receive your mail
10
-
-
*
-
2
2
2
-
-
2
2
*
11
delivery)
3%
-%
-%
3%
-%
4%
4%
2%
-%
-%
6%
4%
1%
2%
6
-
*
*
-
2
*
*
1
*
-
2
-
7
Collection reliability
2%
-%
3%
3%
-%
4%
*%
*%
4%
1%
-%
4%
-%
2%
Wrong mail delivered / our mail delivered
6
*
-
*
1
2
-
-
-
-
-
2
-
6
elsewhere
1%
5%
-%
3%
5%
4%
-%
-%
-%
-%
-%
4%
-%
2%
5
-
*
*
-
2
-
-
-
-
-
2
-
5
Time of collection
1%
-%
1%
3%
-%
4%
-%
-%
-%
-%
-%
4%
-%
1%
Trustworthiness of the
2
-
-
-
-
2
-
-
-
-
-
-
-
2
provider
1%
-%
-%
-%
-%
4%
-%
-%
-%
-%
-%
-%
-%
*%
m
Account management (if
1
-
-
-
-
-
-
-
1
-
-
-
-
1
applicable)
*%
-%
-%
-%
-%
-%
-%
-%
4%
-%
-%
-%
-%
*%
m
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Wrong postage / shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
312
32
45
52
27
30
38
67
40
32
23
36
19
441
Unweighted total
381
9
17
19
25
51
47
82
35
29
31
55
26
426
Weighted total Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
-
*
-
-
-
2
-
-
-
2
*
-
4
Don't know / na
1%
-%
3%
-%
-%
-%
4%
-%
-%
-%
6%
1%
-%
1%
12
-
*
*
-
-
*
2
-
*
2
8
-
13
Other
3%
-%
3%
3%
-%
-%
*%
2%
-%
1%
6%
15%
-%
3%
defghjkl
m

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 45                                                | 35        | 94                      | 173       | 14     | 334 | 89    | 258   | 20  | 3    | 2                     | 3          | 12         | 327             |
| 348                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| No Problems                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 73%                                               | 64%       | 81%                     | 90%       | 83%    | 81% | 88%   | 80%   | 82% | 86%  | 95%                   | 63%        | 85%        | 82%             |
| 82%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| c                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 4         | 7                       | 6         | 2      | 19  | 4     | 17    | *   | -    | -                     | *          | *          | 20              |
| 20                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Damaged mail / goods                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | 7%        | 6%                      | 3%        | 11%    | 5%  | 4%    | 5%    | 2%  | -%   | -%                    | 4%         | 2%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                                                 | 6         | 3                       | 3         | *      | 18  | 5     | 14    | 2   | -    | *                     | 1          | 1          | 17              |
| 19                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Amount of lost mail                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                                               | 11%       | 2%                      | 1%        | 1%     | 4%  | 5%    | 4%    | 7%  | -%   | 5%                    | 18%        | 6%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Delivery reliability                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| (e.g. arrives as                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 6         | 5                       | *         | 2      | 14  | 5     | 10    | 1   | -    | -                     | *          | *          | 15              |
| 15                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| promised)                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 11%       | 4%                      | *%        | 11%    | 3%  | 5%    | 3%    | 3%  | -%   | -%                    | 5%         | 3%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a                       | a         |        |     |       |       |     |      |                       |            |            |                 |
| Lost or late delivery of                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 4         | 4                       | 4         | *      | 13  | *     | 13    | 1   | *    | -                     | *          | *          | 12              |
| 13                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| sent mail                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | 7%        | 3%                      | 2%        | 2%     | 3%  | *%    | 4%    | 4%  | 10%  | -%                    | 6%         | 2%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Delivery time (when you                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| receive your mail                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 5                       | 2         | *      | 10  | 2     | 8     | *   | -    | -                     | -          | *          | 10              |
| 11                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| delivery)                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | 3%        | 4%                      | 1%        | 2%     | 2%  | 2%    | 3%    | 2%  | -%   | -%                    | -%         | 3%         | 3%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 3                       | 3         | *      | 7   | *     | 6     | *   | *    | -                     | *          | *          | 6               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Collection reliability                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                                                | *%        | 2%                      | 1%        | 1%     | 2%  | *%    | 2%    | 2%  | 4%   | -%                    | 4%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Wrong mail delivered /                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| our mail delivered                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | 1                       | 3         | -      | 6   | *     | 6     | -   | -    | -                     | -          | -          | 6               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| elsewhere                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 4%        | 1%                      | 2%        | -%     | 2%  | *%    | 2%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 3                       | 2         | *      | 5   | *     | 5     | *   | -    | -                     | *          | *          | 5               |
| 5                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Time of collection                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | 2%                      | 1%        | 2%     | 1%  | *%    | 1%    | 2%  | -%   | -%                    | 2%         | 2%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Trustworthiness of the                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | -                       | -         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| provider                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 4%        | -%                      | -%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Account management (if                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | 1         | -      | 1   | -     | 1     | -   | -    | -                     | -          | -          | 1               |
| 1                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| applicable)                                       |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | 1%        | -%     | *%  | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Availability of a daily                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| collection                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Latest collection time                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Wrong postage /                                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| shortfall on incoming                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| mail - having to pay                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 91                                                | 60        | 113                     | 177       | 39     | 402 | 124   | 317   | 147 | 21   | 14                    | 27         | 85         | 294             |
| 441                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 61                                                | 55        | 117                     | 193       | 17     | 410 | 102   | 324   | 25  | 3    | 2                     | 5          | 14         | 402             |
| 426                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Accessibility of the                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| sorting office / opening                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| hours                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Problems with  the Smart                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Stamp online system                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *                       | 4         | *      | 4   | *     | 4     | *   | -    | -                     | *          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know / na                                   |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%                      | 2%        | 2%     | 1%  | *%    | 1%    | 1%  | -%   | -%                    | 7%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 6         | 4                       | 2         | -      | 13  | *     | 13    | *   | -    | -                     | *          | *          | 13              |
| 13                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 11%       | 4%                      | 1%        | -%     | 3%  | *%    | 4%    | 1%  | -%   | -%                    | 4%         | 1%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ad                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
168
154
94
228
12
26
25
30
254
2
10
27
53
61
79
115
348
No Problems
78%
86%
77%
83%
54%
80%
74%
77%
85%
58%
79%
62%
80%
88%
89%
82%
82%
b
e
e
e
e
e
e
e
7
12
4
15
3
2
*
2
13
*
1
6
*
*
3
9
20
Damaged mail / goods
3%
6%
3%
6%
14%
5%
1%
5%
4%
5%
12%
13%
*%
1%
3%
7%
5%
a
cd
bcd
d
16
3
11
7
3
4
1
4
6
*
*
1
8
4
3
2
19
Amount of lost mail
7%
1%
9%
3%
13%
12%
3%
11%
2%
7%
1%
1%
12%
6%
3%
2%
4%
a
a
a
a
a
abe
Delivery reliability (e.g. arrives as
7
9
7
9
-
2
2
3
8
*
*
6
2
3
2
2
15
promised)
3%
5%
5%
3%
-%
7%
6%
8%
3%
3%
1%
14%
3%
5%
2%
2%
4%
abdf
Lost or late delivery of
12
1
6
7
3
-
2
2
6
-
1
3
*
1
2
6
13
sent mail
5%
1%
5%
3%
14%
-%
6%
5%
2%
-%
4%
7%
*%
2%
2%
4%
3%
a
ad
d
Delivery time (when you receive your mail
7
4
4
7
*
-
2
2
6
-
-
2
4
-
2
2
11
delivery)
3%
2%
3%
2%
1%
-%
5%
6%
2%
-%
-%
6%
6%
-%
2%
2%
2%
c
4
2
*
7
*
*
-
3
4
1
-
2
2
*
1
-
7
Collection reliability
2%
1%
*%
2%
1%
1%
-%
7%
1%
32%
-%
5%
3%
1%
1%
-%
2%
a
a
a
Wrong mail delivered / our mail delivered
5
*
3
2
2
-
1
2
1
-
-
-
5
1
-
*
6
elsewhere
2%
*%
3%
1%
9%
-%
4%
5%
*%
-%
-%
-%
7%
2%
-%
*%
2%
a
a
a
abe
5
-
*
5
*
-
-
2
3
-
-
2
2
*
-
*
5
Time of collection
2%
-%
*%
2%
1%
-%
-%
5%
1%
-%
-%
6%
3%
*%
-%
*%
1%
a
a
ab
Trustworthiness of the
-
-
-
-
-
-
2
-
-
-
-
-
-
-
-
2
2
provider
-%
-%
-%
-%
-%
-%
6%
-%
-%
-%
-%
-%
-%
-%
-%
2%
*%
a
Account management (if
1
-
-
1
-
-
-
-
1
-
-
-
-
-
-
1
1
applicable)
1%
-%
-%
*%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
1%
*%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
34
34
32
48
293
8
31
53
74
68
90
117
441
Unweighted total
217
179
123
274
23
33
34
39
298
4
12
44
66
69
89
141
426
Weighted total
Wrong postage / shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
2
*
4
-
*
-
*
4
-
-
-
*
-
2
2
4
Don't know / na
1%
1%
*%
1%
-%
1%
-%
1%
1%
-%
-%
-%
1%
-%
2%
1%
1%
13
*
9
5
3
-
-
2
8
*
*
2
2
-
-
8
13
Other
6%
*%
7%
2%
12%
-%
-%
5%
3%
5%
4%
5%
3%
-%
-%
6%
3%
a
a
acd
b
bc
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total
243
244
85
319
233
274
106
269
322
213
318
122
75
147
348
No Problems
78%
79%
72%
80%
81%
81%
75%
79%
80%
78%
81%
76%
87%
84%
82%
c
c
c
20
18
8
20
12
18
11
19
20
14
19
12
2
7
20
Damaged mail / goods
6%
6%
6%
5%
4%
5%
8%
5%
5%
5%
5%
7%
2%
4%
5%
18
16
11
19
16
18
8
19
18
16
18
8
4
7
19
Amount of lost mail
6%
5%
9%
5%
6%
5%
5%
5%
5%
6%
5%
5%
4%
4%
4%
b
Delivery reliability (e.g. arrives as
15
13
7
15
12
13
9
15
15
15
15
13
2
*
15
promised)
5%
4%
6%
4%
4%
4%
6%
5%
4%
6%
4%
8%
3%
*%
4%
a
a
Lost or late delivery of
13
9
8
13
11
9
4
11
13
13
13
5
*
8
13
sent mail
4%
3%
7%
3%
4%
3%
3%
3%
3%
5%
3%
3%
*%
5%
3%
b
Delivery time (when you receive your mail
10
8
3
11
8
10
8
11
11
11
11
7
2
2
11
delivery)
3%
3%
2%
3%
3%
3%
6%
3%
3%
4%
3%
4%
2%
1%
2%
7
4
4
7
3
7
6
7
7
6
7
6
-
*
7
Collection reliability
2%
1%
4%
2%
1%
2%
4%
2%
2%
2%
2%
4%
-%
*%
2%
ab
Wrong mail delivered / our mail delivered
5
1
5
6
6
6
4
6
6
4
6
5
-
*
6
elsewhere
2%
*%
4%
2%
2%
2%
3%
2%
2%
1%
2%
3%
-%
*%
2%
a
5
3
5
5
3
5
4
5
5
5
5
5
-
1
5
Time of collection
2%
1%
4%
1%
1%
1%
3%
1%
1%
2%
1%
3%
-%
*%
1%
ab
Trustworthiness of the
-
-
-
2
2
-
-
2
2
2
-
-
2
-
2
provider
-%
-%
-%
1%
1%
-%
-%
1%
1%
1%
-%
-%
2%
-%
*%
ac
Account management (if
-
1
-
1
-
-
-
-
1
-
1
-
-
1
1
applicable)
-%
*%
-%
*%
-%
-%
-%
-%
*%
-%
*%
-%
-%
1%
*%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
320
335
151
415
310
350
173
359
417
310
410
165
95
175
441
Unweighted total
313
310
119
397
288
338
141
340
400
273
391
161
86
175
426
Weighted total Wrong postage /
shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
4
-
4
1
4
1
3
4
3
4
*
*
4
4
Don't know / na
1%
1%
-%
1%
*%
1%
1%
1%
1%
1%
1%
*%
1%
2%
1%
11
11
7
13
11
11
6
11
13
9
13
6
2
6
13
Other
3%
3%
6%
3%
4%
3%
4%
3%
3%
3%
3%
3%
2%
3%
3%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total
263
37
46
115
342
223
-
347
296
340
309
338
251
8
60
348
No Problems
86%
77%
65%
78%
81%
80%
-%
82%
82%
81%
82%
81%
81%
71%
81%
82%
a
8
2
11
10
20
15
-
20
19
20
18
20
15
3
4
20
Damaged mail / goods
3%
4%
15%
7%
5%
6%
-%
5%
5%
5%
5%
5%
5%
28%
5%
5%
bc
8
6
5
8
19
14
-
19
13
19
16
19
12
*
6
19
Amount of lost mail
3%
12%
7%
5%
4%
5%
-%
4%
4%
4%
4%
4%
4%
1%
8%
4%
c
c
Delivery reliability (e.g. arrives as
11
-
5
7
15
11
-
15
13
15
11
15
11
2
2
15
promised)
3%
-%
7%
5%
4%
4%
-%
4%
4%
4%
3%
4%
4%
16%
3%
4%
Lost or late delivery of
3
5
5
6
13
9
-
13
9
13
7
13
13
-
-
13
sent mail
1%
10%
8%
4%
3%
3%
-%
3%
2%
3%
2%
3%
4%
-%
-%
3%
c
c
Delivery time (when you receive your mail
5
6
-
3
11
8
-
11
11
11
9
11
6
-
4
11
delivery)
1%
12%
-%
2%
3%
3%
-%
2%
3%
3%
2%
3%
2%
-%
6%
2%
ac
4
3
*
3
7
3
-
7
6
7
6
7
5
-
2
7
Collection reliability
1%
5%
1%
2%
2%
1%
-%
2%
2%
2%
2%
2%
2%
-%
3%
2%
c
Wrong mail delivered / our mail delivered
4
2
-
5
6
6
-
6
6
6
6
6
3
-
2
6
elsewhere
1%
4%
-%
3%
2%
2%
-%
2%
2%
2%
2%
2%
1%
-%
3%
2%
3
2
-
3
5
3
-
5
5
5
5
5
3
-
3
5
Time of collection
1%
5%
-%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
4%
1%
c
Trustworthiness of the
2
-
-
-
2
2
-
2
2
2
2
2
-
-
-
2
provider
1%
-%
-%
-%
1%
1%
-%
*%
1%
1%
1%
1%
-%
-%
-%
*%
Account management (if
1
-
-
-
1
1
-
1
1
1
1
1
1
-
-
1
applicable)
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
315
50
74
180
436
310
-
440
382
436
397
435
319
12
77
441
Unweighted total
306
49
70
147
421
280
-
426
361
419
376
417
310
11
74
426
Weighted total Wrong postage /
shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
-
-
2
4
2
-
4
4
4
3
4
4
-
-
4
Don't know / na
1%
-%
-%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
2
2
9
5
13
8
-
13
7
13
11
13
9
-
4
13
Other
1%
4%
13%
3%
3%
3%
-%
3%
2%
3%
3%
3%
3%
-%
5%
3%
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
3
327
214
103
26
203
9
339
99
249
213
34
98
348
No Problems
32%
87%
84%
76%
84%
80%
100%
81%
85%
80%
89%
77%
70%
82%
ab
2
9
11
10
2
18
-
20
3
17
8
1
11
20
Damaged mail / goods
31%
2%
4%
7%
6%
7%
-%
5%
3%
6%
3%
3%
8%
5%
c
2
13
12
7
2
10
-
19
7
11
5
3
11
19
Amount of lost mail
26%
3%
5%
5%
6%
4%
-%
4%
6%
4%
2%
6%
8%
4%
c
Delivery reliability (e.g. arrives as
3
9
11
5
*
8
-
15
*
15
6
*
9
15
promised)
32%
2%
4%
3%
1%
3%
-%
4%
*%
5%
2%
1%
7%
4%
b
c
Lost or late delivery of
-
10
4
9
*
9
-
13
3
10
*
3
10
13
sent mail
-%
3%
2%
7%
1%
4%
-%
3%
3%
3%
*%
7%
7%
3%
b
c
c
Delivery time (when you receive your mail
4
2
4
7
2
8
-
11
5
6
*
2
8
11
delivery)
49%
1%
1%
5%
7%
3%
-%
3%
4%
2%
*%
5%
6%
2%
b
c
c
*
4
5
2
-
5
-
7
3
4
*
2
5
7
Collection reliability
4%
1%
2%
2%
-%
2%
-%
2%
3%
1%
*%
4%
3%
2%
c
c
Wrong mail delivered / our mail delivered
-
6
3
3
*
5
-
6
2
4
1
2
3
6
elsewhere
-%
2%
1%
2%
2%
2%
-%
2%
2%
1%
*%
5%
2%
2%
c
-
2
2
3
1
2
-
5
3
3
-
*
5
5
Time of collection
-%
1%
1%
2%
2%
1%
-%
1%
2%
1%
-%
1%
3%
1%
c
Trustworthiness of the
-
-
-
-
-
-
-
2
-
2
-
-
2
2
provider
-%
-%
-%
-%
-%
-%
-%
1%
-%
1%
-%
-%
2%
*%
c
Account management (if
-
1
-
1
-
-
-
1
-
1
1
-
-
1
applicable)
-%
*%
-%
1%
-%
-%
-%
*%
-%
*%
1%
-%
-%
*%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
b
a
Significance Level: 95%
10
387
264
139
34
263
9
432
122
319
262
44
126
441
Unweighted total
8
376
255
137
31
253
9
418
116
310
240
44
139
426
Weighted total
Wrong postage /
shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
1
2
2
-
2
-
4
4
*
4
-
-
4
Don't know / na
-%
*%
1%
2%
-%
1%
-%
1%
3%
*%
2%
-%
-%
1%
a
1
12
4
9
2
6
-
13
1
13
6
1
7
13
Other
10%
3%
2%
7%
6%
2%
-%
3%
1%
4%
2%
2%
5%
3%
b
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total
81
73
99
93
348
No Problems
87%
74%
84%
82%
82%
c
4
6
4
6
20
Damaged mail / goods
4%
6%
4%
5%
5%
2
10
1
5
19
Amount of lost mail
2%
10%
1%
5%
4%
bd
Delivery reliability (e.g. arrives as
-
4
2
9
15
promised)
-%
4%
2%
8%
4%
bd
Lost or late delivery of
4
3
6
*
13
sent mail
4%
3%
5%
*%
3%
a
a
Delivery time (when you receive your mail
2
2
-
6
11
delivery)
2%
2%
-%
5%
2%
b
*
3
2
1
7
Collection reliability
*%
3%
2%
1%
2%
Wrong mail delivered / our mail delivered
1
3
2
-
6
elsewhere
1%
3%
2%
-%
2%
a
*
2
2
*
5
Time of collection
1%
2%
2%
*%
1%
Trustworthiness of the
-
2
-
-
2
provider
-%
2%
-%
-%
*%
Account management (if
-
1
-
-
1
applicable)
-%
1%
-%
-%
*%
Availability of a daily
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
Wrong postage / shortfall on incoming
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
82
104
126
129
441
Unweighted total
93
99
119
115
426
Weighted total Accessibility of the sorting office / opening
-
-
-
-
-
hours
-%
-%
-%
-%
-%
Problems with  the Smart
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-
-
2
3
4
Don't know / na
-%
-%
2%
2%
1%
2
*
8
3
13
Other
2%
*%
7%
2%
3%
c
Columns Tested: a,b,c,d

GOR
England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
55
3
9
11
3
7
4
9
5
7
7
10
3
78
Unweighted total
71
1
4
3
4
13
4
11
4
6
11
14
4
79
Weighted total
18
1
2
-
1
2
-
4
1
4
4
-
2
20
Damaged mail / goods
25%
55%
57%
-%
33%
16%
-%
32%
30%
71%
33%
-%
48%
26%
17
-
1
1
-
2
2
4
*
*
4
5
*
19
Amount of lost mail
24%
-%
30%
24%
-%
16%
46%
33%
4%
7%
34%
33%
4%
24%
Delivery reliability (e.g. arrives as
14
-
1
1
-
5
-
4
-
-
2
4
-
15
promised)
20%
-%
16%
20%
-%
35%
-%
32%
-%
-%
16%
30%
-%
20%
Lost or late delivery of
13
-
-
-
1
-
2
2
*
1
*
5
2
13
sent mail
19%
-%
-%
-%
33%
-%
50%
17%
4%
23%
1%
33%
48%
17%
Delivery time (when you receive your mail
10
-
-
*
-
2
2
2
-
-
2
2
*
11
delivery)
14%
-%
-%
14%
-%
16%
46%
16%
-%
-%
16%
17%
4%
13%
6
-
*
*
-
2
*
*
1
*
-
2
-
7
Collection reliability
9%
-%
13%
14%
-%
16%
4%
1%
30%
3%
-%
15%
-%
9%
Wrong mail delivered / our mail delivered
6
*
-
*
1
2
-
-
-
-
-
2
-
6
elsewhere
8%
45%
-%
14%
33%
16%
-%
-%
-%
-%
-%
15%
-%
8%
5
-
*
*
-
2
-
-
-
-
-
2
-
5
Time of collection
6%
-%
3%
14%
-%
16%
-%
-%
-%
-%
-%
17%
-%
7%
Trustworthiness of the
2
-
-
-
-
2
-
-
-
-
-
-
-
2
provider
3%
-%
-%
-%
-%
16%
-%
-%
-%
-%
-%
-%
-%
3%
Account management (if
1
-
-
-
-
-
-
-
1
-
-
-
-
1
applicable)
2%
-%
-%
-%
-%
-%
-%
-%
30%
-%
-%
-%
-%
2%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Wrong postage / shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
55
3
9
11
3
7
4
9
5
7
7
10
3
78
Unweighted total
71
1
4
3
4
13
4
11
4
6
11
14
4
79
Weighted total Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
-
*
-
-
-
2
-
-
-
2
*
-
4
Don't know / na
6%
-%
13%
-%
-%
-%
46%
-%
-%
-%
16%
2%
-%
6%
12
-
*
*
-
-
*
2
-
*
2
8
-
13
Other
18%
-%
13%
14%
-%
-%
4%
16%
-%
3%
16%
60%
-%
17%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

|                                                   |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *d                                                | *c                      | *b        | *a        | *b     |     |       |       |     |      |                       |            |            |                 |
| a                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *f                                                | *e                      | *d        | *c        | *b     |     |       |       |     |      |                       |            |            |                 |
| a                                                 | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 24                                                | 15                      | 22        | 17        | 6      | 72  | 17    | 61    | 25  | 3    | 1                     | 9          | 12         | 53              |
| 78                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 17                                                | 20                      | 22        | 20        | 3      | 76  | 13    | 66    | 4   | *    | *                     | 2          | 2          | 74              |
| 79                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 4                       | 7         | 6         | 2      | 19  | 4     | 17    | *   | -    | -                     | *          | *          | 20              |
| 20                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Damaged mail / goods                              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 23%                                               | 18%                     | 31%       | 31%       | 62%    | 24% | 29%   | 25%   | 9%  | -%   | -%                    | 11%        | 10%        | 27%             |
| 26%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                                                 | 6                       | 3         | 3         | *      | 18  | 5     | 14    | 2   | -    | *                     | 1          | 1          | 17              |
| 19                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Amount of lost mail                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 41%                                               | 31%                     | 12%       | 14%       | 5%     | 24% | 40%   | 20%   | 39% | -%   | 100%                  | 49%        | 37%        | 23%             |
| 24%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Delivery reliability                              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| (e.g. arrives as                                  |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 6                       | 5         | *         | 2      | 14  | 5     | 10    | 1   | -    | -                     | *          | *          | 15              |
| 15                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| promised)                                         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 25%                                               | 30%                     | 23%       | 1%        | 62%    | 18% | 40%   | 16%   | 15% | -%   | -%                    | 13%        | 20%        | 20%             |
| 20%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Lost or late delivery of                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 4                       | 4         | 4         | *      | 13  | *     | 13    | 1   | *    | -                     | *          | *          | 12              |
| 13                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| sent mail                                         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                                               | 19%                     | 17%       | 20%       | 10%    | 17% | 1%    | 20%   | 21% | 70%  | -%                    | 16%        | 15%        | 16%             |
| 17%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Delivery time (when you                           |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| receive your mail                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2                       | 5         | 2         | *      | 10  | 2     | 8     | *   | -    | -                     | -          | *          | 10              |
| 11                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| delivery)                                         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 13%                                               | 9%                      | 20%       | 11%       | 11%    | 13% | 19%   | 12%   | 11% | -%   | -%                    | -%         | 22%        | 14%             |
| 13%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *                       | 3         | 3         | *      | 7   | *     | 6     | *   | *    | -                     | *          | *          | 6               |
| 7                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Collection reliability                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 10%                                               | 1%                      | 12%       | 13%       | 5%     | 9%  | 4%    | 10%   | 11% | 30%  | -%                    | 11%        | 7%         | 9%              |
| 9%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Wrong mail delivered /                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| our mail delivered                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2                       | 1         | 3         | -      | 6   | *     | 6     | -   | -    | -                     | -          | -          | 6               |
| 6                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| elsewhere                                         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 11%                     | 6%        | 16%       | -%     | 9%  | 4%    | 9%    | -%  | -%   | -%                    | -%         | -%         | 9%              |
| 8%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -                       | 3         | 2         | *      | 5   | *     | 5     | *   | -    | -                     | *          | *          | 5               |
| 5                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Time of collection                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%                      | 12%       | 11%       | 11%    | 6%  | 3%    | 7%    | 10% | -%   | -%                    | 6%         | 15%        | 6%              |
| 7%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Trustworthiness of the                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2                       | -         | -         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| provider                                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 11%                     | -%        | -%        | -%     | 3%  | -%    | 3%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 3%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Account management (if                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | 1         | -      | 1   | -     | 1     | -   | -    | -                     | -          | -          | 1               |
| 1                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| applicable)                                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | 7%        | -%     | 2%  | -%    | 2%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Availability of a daily                           |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| collection                                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Latest collection time                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| No Problems                                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Wrong postage /                                   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| shortfall on incoming                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| mail - having to pay                              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Accessibility of the                              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| sorting office / opening                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| hours                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Problems with  the Smart                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Stamp online system                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

|                                                   |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *d                                                | *c                      | *b        | *a        | *b     |     |       |       |     |      |                       |            |            |                 |
| a                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *f                                                | *e                      | *d        | *c        | *b     |     |       |       |     |      |                       |            |            |                 |
| a                                                 | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 24                                                | 15                      | 22        | 17        | 6      | 72  | 17    | 61    | 25  | 3    | 1                     | 9          | 12         | 53              |
| 78                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 17                                                | 20                      | 22        | 20        | 3      | 76  | 13    | 66    | 4   | *    | *                     | 2          | 2          | 74              |
| 79                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | *         | 4         | *      | 4   | *     | 4     | *   | -    | -                     | *          | -          | 4               |
| 4                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know / na                                   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | 1%        | 21%       | 11%    | 5%  | 4%    | 6%    | 7%  | -%   | -%                    | 19%        | -%         | 5%              |
| 6%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 6                       | 4         | 2         | -      | 13  | *     | 13    | *   | -    | -                     | *          | *          | 13              |
| 13                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 31%                     | 20%       | 11%       | -%     | 18% | 4%    | 19%   | 7%  | -%   | -%                    | 11%        | 7%         | 18%             |
| 17%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
*a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
45
28
27
46
12
7
9
10
40
4
7
15
13
8
11
20
78
Unweighted total
48
25
29
45
10
7
9
9
44
2
3
17
13
8
10
26
79
Weighted total
7
12
4
15
3
2
*
2
13
*
1
6
*
*
3
9
20
Damaged mail / goods
15%
46%
13%
34%
31%
27%
5%
21%
30%
11%
54%
34%
1%
6%
30%
36%
26%
16
3
11
7
3
4
1
4
6
*
*
1
8
4
3
2
19
Amount of lost mail
32%
11%
38%
16%
28%
61%
11%
47%
15%
17%
4%
4%
60%
55%
25%
9%
24%
Delivery reliability (e.g. arrives as
7
9
7
9
-
2
2
3
8
*
*
6
2
3
2
2
15
promised)
14%
35%
23%
20%
-%
34%
24%
34%
18%
6%
4%
37%
13%
40%
18%
8%
20%
Lost or late delivery of
12
1
6
7
3
-
2
2
6
-
1
3
*
1
2
6
13
sent mail
24%
6%
21%
16%
31%
-%
22%
23%
13%
-%
20%
18%
2%
16%
19%
24%
17%
Delivery time (when you receive your mail
7
4
4
7
*
-
2
2
6
-
-
2
4
-
2
2
11
delivery)
13%
16%
14%
15%
3%
-%
20%
25%
14%
-%
-%
14%
30%
-%
18%
9%
13%
4
2
*
7
*
*
-
3
4
1
-
2
2
*
1
-
7
Collection reliability
9%
9%
1%
15%
1%
3%
-%
29%
9%
76%
-%
13%
17%
6%
6%
-%
9%
Wrong mail delivered / our mail delivered
5
*
3
2
2
-
1
2
1
-
-
-
5
1
-
*
6
elsewhere
10%
2%
11%
5%
20%
-%
15%
23%
2%
-%
-%
-%
35%
16%
-%
2%
8%
5
-
*
5
*
-
-
2
3
-
-
2
2
*
-
*
5
Time of collection
11%
-%
*%
11%
3%
-%
-%
23%
6%
-%
-%
14%
16%
1%
-%
2%
7%
Trustworthiness of the
-
-
-
-
-
-
2
-
-
-
-
-
-
-
-
2
2
provider
-%
-%
-%
-%
-%
-%
24%
-%
-%
-%
-%
-%
-%
-%
-%
8%
3%
Account management (if
1
-
-
1
-
-
-
-
1
-
-
-
-
-
-
1
1
applicable)
3%
-%
-%
3%
-%
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
5%
2%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Wrong postage / shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
*a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
45
28
27
46
12
7
9
10
40
4
7
15
13
8
11
20
78
Unweighted total
48
25
29
45
10
7
9
9
44
2
3
17
13
8
10
26
79
Weighted total
Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
2
*
4
-
*
-
*
4
-
-
-
*
-
2
2
4
Don't know / na
4%
9%
1%
9%
-%
7%
-%
4%
8%
-%
-%
-%
4%
-%
21%
7%
6%
13
*
9
5
3
-
-
2
8
*
*
2
2
-
-
8
13
Other
27%
1%
30%
10%
27%
-%
-%
23%
19%
11%
18%
13%
16%
-%
-%
32%
17%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
67
66
33
77
58
63
38
71
76
63
73
41
9
26
78
Unweighted total
70
65
34
78
55
65
35
71
78
60
74
39
11
28
79
Weighted total
20
18
8
20
12
18
11
19
20
14
19
12
2
7
20
Damaged mail / goods
28%
28%
22%
26%
22%
27%
30%
26%
26%
24%
25%
31%
17%
24%
26%
18
16
11
19
16
18
8
19
18
16
18
8
4
7
19
Amount of lost mail
26%
25%
33%
24%
30%
28%
22%
26%
24%
27%
25%
21%
33%
25%
24%
Delivery reliability (e.g. arrives as
15
13
7
15
12
13
9
15
15
15
15
13
2
*
15
promised)
22%
20%
20%
20%
23%
20%
25%
22%
20%
26%
21%
33%
22%
*%
20%
Lost or late delivery of
13
9
8
13
11
9
4
11
13
13
13
5
*
8
13
sent mail
19%
14%
23%
17%
20%
14%
10%
16%
17%
22%
18%
13%
1%
29%
17%
Delivery time (when you receive your mail
10
8
3
11
8
10
8
11
11
11
11
7
2
2
11
delivery)
15%
13%
8%
14%
15%
16%
23%
15%
14%
18%
14%
17%
16%
8%
13%
7
4
4
7
3
7
6
7
7
6
7
6
-
*
7
Collection reliability
10%
6%
13%
9%
6%
10%
18%
10%
9%
11%
9%
17%
-%
2%
9%
Wrong mail delivered / our mail delivered
5
1
5
6
6
6
4
6
6
4
6
5
-
*
6
elsewhere
7%
1%
14%
8%
12%
9%
12%
8%
8%
6%
8%
12%
-%
2%
8%
5
3
5
5
3
5
4
5
5
5
5
5
-
1
5
Time of collection
7%
5%
14%
7%
5%
7%
12%
7%
7%
9%
7%
12%
-%
2%
7%
Trustworthiness of the
-
-
-
2
2
-
-
2
2
2
-
-
2
-
2
provider
-%
-%
-%
3%
4%
-%
-%
3%
3%
4%
-%
-%
19%
-%
3%
Account management (if
-
1
-
1
-
-
-
-
1
-
1
-
-
1
1
applicable)
-%
2%
-%
2%
-%
-%
-%
-%
2%
-%
2%
-%
-%
5%
2%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Wrong postage / shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QOP3. As a sender and recipient of mail, have you experienced any problems with your service from [QV5c provider] in the last 6 months?
Base: All Respondents who use more than one mail service provider. Excluding those with no problems
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
67
66
33
77
58
63
38
71
76
63
73
41
9
26
78
Unweighted total
70
65
34
78
55
65
35
71
78
60
74
39
11
28
79
Weighted total Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
4
-
4
1
4
1
3
4
3
4
*
*
4
4
Don't know / na
6%
7%
-%
6%
1%
7%
2%
4%
6%
4%
6%
1%
4%
13%
6%
11
11
7
13
11
11
6
11
13
9
13
6
2
6
13
Other
15%
16%
21%
16%
20%
17%
18%
16%
17%
15%
17%
14%
19%
21%
17%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
*b
*a
c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
46
8
24
36
77
57
-
78
67
78
69
78
61
3
12
78
Unweighted total
43
11
24
32
79
56
-
79
65
79
66
79
59
3
14
79
Weighted total
8
2
11
10
20
15
-
20
19
20
18
20
15
3
4
20
Damaged mail / goods
18%
16%
45%
32%
26%
27%
-%
26%
29%
26%
27%
26%
25%
97%
25%
26%
8
6
5
8
19
14
-
19
13
19
16
19
12
*
6
19
Amount of lost mail
18%
50%
21%
24%
24%
25%
-%
24%
20%
24%
24%
24%
21%
3%
43%
24%
Delivery reliability (e.g. arrives as
11
-
5
7
15
11
-
15
13
15
11
15
11
2
2
15
promised)
25%
-%
20%
21%
20%
20%
-%
20%
21%
20%
16%
20%
19%
56%
16%
20%
Lost or late delivery of
3
5
5
6
13
9
-
13
9
13
7
13
13
-
-
13
sent mail
7%
43%
22%
18%
17%
16%
-%
17%
13%
17%
11%
17%
22%
-%
-%
17%
Delivery time (when you receive your mail
5
6
-
3
11
8
-
11
11
11
9
11
6
-
4
11
delivery)
11%
53%
-%
9%
13%
15%
-%
13%
16%
13%
13%
13%
10%
-%
31%
13%
4
3
*
3
7
3
-
7
6
7
6
7
5
-
2
7
Collection reliability
9%
23%
2%
10%
9%
6%
-%
9%
9%
9%
9%
9%
8%
-%
15%
9%
Wrong mail delivered / our mail delivered
4
2
-
5
6
6
-
6
6
6
6
6
3
-
2
6
elsewhere
10%
19%
-%
15%
8%
12%
-%
8%
10%
8%
10%
8%
5%
-%
15%
8%
3
2
-
3
5
3
-
5
5
5
5
5
3
-
3
5
Time of collection
6%
21%
-%
8%
7%
5%
-%
7%
8%
7%
8%
7%
4%
-%
18%
7%
Trustworthiness of the
2
-
-
-
2
2
-
2
2
2
2
2
-
-
-
2
provider
5%
-%
-%
-%
3%
4%
-%
3%
3%
3%
3%
3%
-%
-%
-%
3%
Account management (if
1
-
-
-
1
1
-
1
1
1
1
1
1
-
-
1
applicable)
3%
-%
-%
-%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
-%
2%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Wrong postage / shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
*b
*a
c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
46
8
24
36
77
57
-
78
67
78
69
78
61
3
12
78
Unweighted total
43
11
24
32
79
56
-
79
65
79
66
79
59
3
14
79
Weighted total Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
4
-
-
2
4
2
-
4
4
4
3
4
4
-
-
4
Don't know / na
10%
-%
-%
7%
6%
4%
-%
6%
6%
6%
4%
6%
7%
-%
-%
6%
2
2
9
5
13
8
-
13
7
13
11
13
9
-
4
13
Other
5%
16%
38%
15%
17%
15%
-%
17%
10%
17%
17%
17%
16%
-%
28%
17%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
*b
a
*b
a
*c
*b
a
Significance Level: 95%
8
50
39
35
7
51
-
78
19
59
28
13
36
78
Unweighted total
5
49
42
33
5
50
-
79
17
61
27
10
41
79
Weighted total
2
9
11
10
2
18
-
20
3
17
8
1
11
20
Damaged mail / goods
45%
18%
26%
29%
35%
36%
-%
26%
17%
28%
28%
15%
27%
26%
2
13
12
7
2
10
-
19
7
11
5
3
11
19
Amount of lost mail
38%
26%
28%
20%
35%
21%
-%
24%
41%
19%
18%
25%
27%
24%
Delivery reliability (e.g. arrives as
3
9
11
5
*
8
-
15
*
15
6
*
9
15
promised)
48%
18%
26%
14%
4%
17%
-%
20%
2%
25%
21%
5%
23%
20%
Lost or late delivery of
-
10
4
9
*
9
-
13
3
10
*
3
10
13
sent mail
-%
20%
10%
27%
6%
18%
-%
17%
19%
16%
1%
30%
24%
17%
Delivery time (when you receive your mail
4
2
4
7
2
8
-
11
5
6
*
2
8
11
delivery)
72%
4%
9%
21%
45%
17%
-%
13%
26%
10%
1%
21%
20%
13%
*
4
5
2
-
5
-
7
3
4
*
2
5
7
Collection reliability
5%
8%
11%
7%
-%
9%
-%
9%
20%
6%
2%
16%
11%
9%
Wrong mail delivered / our mail delivered
-
6
3
3
*
5
-
6
2
4
1
2
3
6
elsewhere
-%
12%
6%
8%
9%
10%
-%
8%
12%
7%
4%
21%
8%
8%
-
2
2
3
1
2
-
5
3
3
-
*
5
5
Time of collection
-%
5%
5%
9%
12%
5%
-%
7%
15%
4%
-%
3%
12%
7%
Trustworthiness of the
-
-
-
-
-
-
-
2
-
2
-
-
2
2
provider
-%
-%
-%
-%
-%
-%
-%
3%
-%
3%
-%
-%
5%
3%
Account management (if
-
1
-
1
-
-
-
1
-
1
1
-
-
1
applicable)
-%
3%
-%
4%
-%
-%
-%
2%
-%
2%
5%
-%
-%
2%
Availability of a daily
-
-
-
-
-
-
-
-
-
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Wrong postage / shortfall on incoming
-
-
-
-
-
-
-
-
-
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
-
-
-
-
-
-
-
-
-
hours
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
*b
a
*b
a
*c
*b
a
Significance Level: 95%
8
50
39
35
7
51
-
78
19
59
28
13
36
78
Unweighted total
5
49
42
33
5
50
-
79
17
61
27
10
41
79
Weighted total
Problems with  the Smart
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
1
2
2
-
2
-
4
4
*
4
-
-
4
Don't know / na
-%
2%
5%
6%
-%
5%
-%
6%
23%
1%
16%
-%
-%
6%
1
12
4
9
2
6
-
13
1
13
6
1
7
13
Other
15%
25%
10%
28%
35%
11%
-%
17%
4%
21%
21%
8%
17%
17%
b
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QOP3. As a sender and recipient of mail, have you experienced any problems with your service from [QV5c provider] in the last 6 months?
Base: All Respondents who use more than one mail service provider. Excluding those with no problems
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
*d
*c
*b
*a
Significance Level: 95%
12
23
17
26
78
Unweighted total
12
26
20
21
79
Weighted total
4
6
4
6
20
Damaged mail / goods
34%
24%
22%
27%
26%
2
10
1
5
19
Amount of lost mail
16%
39%
5%
25%
24%
Delivery reliability
(e.g. arrives as
-
4
2
9
15
promised)
-%
17%
11%
43%
20%
Lost or late delivery of
4
3
6
*
13
sent mail
31%
12%
32%
1%
17%
Delivery time (when you receive your mail
2
2
-
6
11
delivery)
19%
8%
-%
29%
13%
*
3
2
1
7
Collection reliability
2%
12%
12%
6%
9%
Wrong mail delivered / our mail delivered
1
3
2
-
6
elsewhere
11%
12%
11%
-%
8%
*
2
2
*
5
Time of collection
4%
8%
11%
2%
7%
Trustworthiness of the
-
2
-
-
2
provider
-%
8%
-%
-%
3%
Account management (if
-
1
-
-
1
applicable)
-%
5%
-%
-%
2%
Availability of a daily
-
-
-
-
-
collection
-%
-%
-%
-%
-%
-
-
-
-
-
Latest collection time
-%
-%
-%
-%
-%
-
-
-
-
-
No Problems
-%
-%
-%
-%
-%
Wrong postage / shortfall on incoming
-
-
-
-
-
mail - having to pay
-%
-%
-%
-%
-%
Accessibility of the sorting office / opening
-
-
-
-
-
hours
-%
-%
-%
-%
-%
Problems with  the Smart
-
-
-
-
-
Stamp online system
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
*d
*c
*b
*a
Significance Level: 95%
12
23
17
26
78
Unweighted total
12
26
20
21
79
Weighted total
-
-
2
3
4
Don't know / na
-%
-%
9%
12%
6%
2
*
8
3
13
Other
18%
2%
41%
13%
17%
Columns Tested: a,b,c,d

The quality of the mail services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
129
18
16
23
12
14
8
28
17
13
11
17
9
186
Unweighted total
169
7
7
10
12
24
13
35
14
12
20
25
13
193
Weighted total
-
-
*
-
-
-
-
-
-
-
-
-
-
*
Very low
-%
-%
7%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*%
-
*
*
*
-
-
-
-
-
-
-
-
-
1
Quite low
-%
7%
7%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
20
*
-
*
-
6
4
4
3
1
-
2
-
20
Neither low nor high
12%
2%
-%
5%
-%
26%
28%
10%
18%
10%
-%
8%
-%
10%
67
3
3
2
9
7
2
16
2
4
11
7
7
75
Quite high
39%
42%
46%
21%
76%
29%
15%
46%
16%
36%
55%
28%
58%
39%
78
3
3
6
3
11
7
15
9
5
9
14
4
90
Very high
46%
49%
34%
68%
24%
45%
57%
43%
66%
43%
45%
55%
28%
47%
Don't Know (DO NOT READ
5
-
*
*
-
-
-
-
-
1
-
2
2
6
OUT)
3%
-%
7%
5%
-%
-%
-%
-%
-%
10%
-%
8%
14%
3%
144
6
6
8
12
18
9
32
12
10
20
21
11
165
NET: High
85%
91%
80%
89%
100%
74%
72%
90%
82%
79%
100%
83%
86%
86%
-
*
1
*
-
-
-
-
-
-
-
-
-
2
NET: Low
-%
7%
13%
1%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

The quality of the mail services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

|                                                   |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | b                       | a         | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                                                | *d                      | *c        | *b        |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 42                                                | 21                      | 50        | 73        | 15     | 171 | 60    | 126   | 45  | 10   | 5                     | 9          | 21         | 141             |
| 186                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 37                                                | 20                      | 50        | 86        | 4      | 189 | 48    | 145   | 8   | 2    | 1                     | 2          | 4          | 184             |
| 193                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | *         | -         | -      | *   | *     | -     | -   | -    | -                     | -          | -          | *               |
| *                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very low                                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | 1%        | -%        | -%     | *%  | 1%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -                       | *         | -         | -      | 1   | 1     | *     | *   | -    | -                     | -          | *          | 1               |
| 1                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Quite low                                         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%                      | 1%        | -%        | -%     | 1%  | 2%    | *%    | 1%  | -%   | -%                    | -%         | 3%         | 1%              |
| 1%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 4                       | 5         | 7         | *      | 20  | 1     | 19    | *   | -    | -                     | -          | *          | 20              |
| 20                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither low nor high                              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                                               | 20%                     | 11%       | 8%        | 3%     | 11% | 3%    | 13%   | 1%  | -%   | -%                    | -%         | 3%         | 11%             |
| 10%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | f                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 18                                                | 11                      | 15        | 31        | 1      | 74  | 26    | 49    | 4   | 1    | *                     | 1          | 2          | 71              |
| 75                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Quite high                                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 50%                                               | 55%                     | 30%       | 36%       | 22%    | 39% | 55%   | 34%   | 46% | 42%  | 36%                   | 71%        | 39%        | 39%             |
| 39%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 14                                                | 5                       | 27        | 44        | 3      | 87  | 17    | 73    | 4   | 1    | 1                     | *          | 2          | 86              |
| 90                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very high                                         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 38%                                               | 25%                     | 54%       | 51%       | 75%    | 46% | 36%   | 50%   | 52% | 58%  | 64%                   | 29%        | 55%        | 47%             |
| 47%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | 2         | 4         | -      | 6   | 2     | 4     | -   | -    | -                     | -          | -          | 6               |
| 6                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | 4%        | 5%        | -%     | 3%  | 4%    | 3%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 3%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 32                                                | 16                      | 42        | 75        | 4      | 161 | 43    | 122   | 8   | 2    | 1                     | 2          | 4          | 157             |
| 165                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: High                                         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 88%                                               | 80%                     | 84%       | 87%       | 97%    | 85% | 90%   | 84%   | 97% | 100% | 100%                  | 100%       | 95%        | 85%             |
| 86%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -                       | 1         | -         | -      | 2   | 1     | *     | *   | -    | -                     | -          | *          | 1               |
| 2                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Low                                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%                      | 2%        | -%        | -%     | 1%  | 3%    | *%    | 1%  | -%   | -%                    | -%         | 3%         | 1%              |
| 1%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

The quality of the mail services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
b
a
Significance Level: 95%
97
67
57
107
14
14
15
19
124
-
9
26
26
23
36
66
186
Unweighted total
106
64
65
105
8
17
18
20
130
-
2
24
26
26
38
77
193
Weighted total
*
-
*
-
-
-
-
-
*
-
-
-
-
-
-
*
*
Very low
*%
-%
1%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
1%
*%
*
1
*
1
*
-
*
*
-
-
-
1
-
*
-
-
1
Quite low
*%
2%
*%
1%
1%
-%
3%
2%
-%
-%
-%
3%
-%
2%
-%
-%
1%
7
8
3
12
-
4
3
5
8
-
-
*
7
1
3
9
20
Neither low nor high
7%
12%
5%
12%
-%
23%
20%
24%
6%
-%
-%
*%
29%
5%
7%
11%
10%
36
29
20
45
4
10
8
6
47
-
1
9
13
12
12
27
75
Quite high
34%
45%
31%
42%
53%
60%
44%
30%
36%
-%
67%
40%
52%
47%
30%
35%
39%
60
24
39
46
4
3
6
9
69
-
1
13
2
12
24
38
90
Very high
56%
38%
60%
43%
46%
16%
34%
43%
53%
-%
33%
57%
7%
46%
63%
49%
47%
a
a
Don't Know (DO NOT READ
2
2
2
2
-
-
-
-
6
-
-
-
3
-
-
3
6
OUT)
2%
3%
3%
2%
-%
-%
-%
-%
5%
-%
-%
-%
12%
-%
-%
4%
3%
97
53
59
90
8
13
14
15
116
-
2
23
15
24
36
65
165
NET: High
91%
83%
92%
86%
99%
77%
78%
73%
89%
-%
100%
97%
59%
93%
93%
84%
86%
1
1
1
1
*
-
*
*
*
-
-
1
-
*
-
*
2
NET: Low
1%
2%
1%
1%
1%
-%
3%
2%
*%
-%
-%
3%
-%
2%
-%
1%
1%

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b The quality of the mail services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
117
125
61
169
124
139
56
146
169
116
164
67
39
77
186
Unweighted total
122
120
53
171
125
145
39
150
175
109
166
69
42
79
193
Weighted total
*
*
*
*
*
*
-
*
*
-
*
*
-
-
*
Very low
*%
*%
1%
*%
*%
*%
-%
*%
*%
-%
*%
1%
-%
-%
*%
1
1
*
1
1
1
*
1
1
1
1
1
-
-
1
Quite low
1%
*%
1%
1%
*%
1%
1%
1%
1%
1%
1%
2%
-%
-%
1%
13
13
4
17
14
13
5
19
17
14
15
8
3
9
20
Neither low nor high
11%
11%
7%
10%
12%
9%
14%
12%
10%
13%
9%
11%
8%
11%
10%
47
51
24
69
50
61
16
56
71
50
67
31
13
29
75
Quite high
38%
42%
46%
41%
40%
42%
40%
38%
41%
46%
40%
45%
32%
37%
39%
59
52
24
78
57
65
16
69
80
41
78
29
22
38
90
Very high
48%
43%
46%
46%
45%
45%
41%
46%
46%
38%
47%
42%
53%
48%
47%
Don't Know (DO NOT READ
2
3
-
5
2
3
2
4
5
3
5
-
3
3
6
OUT)
1%
3%
-%
3%
2%
2%
5%
3%
3%
3%
3%
-%
7%
4%
3%
c
106
102
48
147
107
126
31
126
151
91
145
60
35
67
165
NET: High
87%
86%
91%
86%
86%
87%
81%
84%
87%
84%
87%
86%
84%
85%
86%
1
1
1
2
1
2
*
2
2
1
2
2
-
-
2
NET: Low
1%
1%
2%
1%
1%
1%
1%
1%
1%
1%
1%
2%
-%
-%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

The quality of the mail services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
*b
a
c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
130
20
35
71
185
138
-
185
162
184
166
183
135
-
26
186
Unweighted total
135
22
34
67
191
138
-
193
167
189
172
187
139
-
28
193
Weighted total
-
-
*
*
*
*
-
*
*
*
*
*
*
-
-
*
Very low
-%
-%
1%
1%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
*
-
1
1
1
1
-
1
1
1
1
1
1
-
-
1
Quite low
*%
-%
2%
1%
1%
1%
-%
1%
1%
1%
*%
1%
1%
-%
-%
1%
12
3
3
6
20
14
-
20
16
20
17
18
15
-
*
20
Neither low nor high
9%
14%
10%
9%
11%
10%
-%
10%
9%
11%
10%
10%
11%
-%
2%
10%
52
9
14
28
75
57
-
75
66
73
71
73
51
-
12
75
Quite high
38%
41%
41%
42%
39%
41%
-%
39%
40%
39%
41%
39%
36%
-%
45%
39%
64
10
16
32
88
61
-
90
78
88
76
88
70
-
13
90
Very high
48%
45%
46%
47%
46%
44%
-%
47%
47%
47%
44%
47%
50%
-%
47%
47%
Don't Know (DO NOT READ
6
-
-
-
6
5
-
6
5
6
6
6
2
-
2
6
OUT)
5%
-%
-%
-%
3%
4%
-%
3%
3%
3%
4%
3%
1%
-%
7%
3%
116
19
29
60
163
118
-
165
144
161
147
161
121
-
25
165
NET: High
86%
86%
87%
89%
85%
85%
-%
86%
86%
85%
86%
86%
87%
-%
92%
86%
*
-
1
1
2
2
-
2
2
2
1
2
2
-
-
2
NET: Low
*%
-%
3%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Table 79  (continuation)                                                                                                                                                                        Page 662
The quality of the mail services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
3
166
99
62
12
103
6
180
57
129
105
15
59
186
Unweighted total
2
172
105
62
12
115
5
188
56
136
105
20
64
193
Weighted total
*
-
-
*
-
*
-
*
*
-
-
-
*
*
Very low
25%
-%
-%
1%
-%
*%
-%
*%
1%
-%
-%
-%
1%
*%
*
-
1
*
-
1
-
1
-
1
*
-
1
1
Quite low
6%
-%
1%
*%
-%
1%
-%
1%
-%
1%
*%
-%
1%
1%
1
4
10
6
4
9
-
20
8
12
7
5
8
20
Neither low nor high
69%
2%
9%
9%
37%
8%
-%
11%
14%
9%
7%
24%
12%
10%
-
74
39
24
3
43
-
75
20
55
41
5
27
75
Quite high
-%
43%
37%
39%
25%
38%
-%
40%
35%
40%
39%
27%
43%
39%
-
90
55
28
3
60
2
88
27
63
52
10
28
90
Very high
-%
52%
53%
45%
23%
52%
48%
47%
48%
46%
49%
49%
44%
47%
Don't Know (DO NOT READ
-
4
-
4
2
2
3
4
1
5
4
-
-
6
OUT)
-%
3%
-%
6%
15%
2%
52%
2%
2%
4%
4%
-%
-%
3%
b
-
163
94
52
6
103
2
163
47
118
93
15
55
165
NET: High
-%
95%
90%
84%
48%
90%
48%
87%
83%
86%
89%
76%
86%
86%
1
-
1
1
-
1
-
2
*
1
*
-
1
2
NET: Low
31%
-%
1%
1%
-%
1%
-%
1%
1%
1%
*%
-%
2%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

The quality of the mail services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
82
104
186
Unweighted total
93
99
193
Weighted total
-
*
*
Very low
-%
*%
*%
*
1
1
Quite low
*%
1%
1%
9
11
20
Neither low nor high
9%
11%
10%
28
46
75
Quite high
30%
47%
39%
b
52
38
90
Very high
55%
39%
47%
a
Don't Know (DO NOT READ
4
2
6
OUT)
5%
2%
3%
80
85
165
NET: High
86%
85%
86%
*
1
2
NET: Low
*%
1%
1%
Columns Tested: a,b

The price of the postal services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
129
18
16
23
12
14
8
28
17
13
11
17
9
186
Unweighted total
169
7
7
10
12
24
13
35
14
12
20
25
13
193
Weighted total
3
-
-
*
-
-
-
2
1
-
-
-
-
4
Very low
2%
-%
-%
5%
-%
-%
-%
5%
9%
-%
-%
-%
-%
2%
5
1
*
*
-
2
-
-
1
-
-
-
2
7
Quite low
3%
14%
7%
5%
-%
9%
-%
-%
9%
-%
-%
-%
14%
4%
36
2
*
*
3
7
4
7
4
2
5
5
*
39
Neither low nor high
21%
30%
7%
5%
21%
28%
29%
21%
29%
13%
27%
18%
1%
20%
60
3
4
4
5
7
2
11
4
7
9
5
11
71
Quite high
35%
47%
53%
41%
42%
28%
14%
31%
25%
54%
45%
19%
84%
37%
62
*
2
3
3
8
7
15
4
3
5
16
-
67
Very high
36%
7%
26%
32%
23%
35%
57%
43%
29%
22%
27%
63%
-%
35%
Don't Know (DO NOT READ
3
*
1
1
2
*
-
-
-
1
-
-
*
5
OUT)
2%
2%
8%
11%
14%
1%
-%
-%
-%
10%
-%
-%
1%
3%
121
4
6
7
8
15
9
26
8
9
14
21
11
138
NET: High
72%
54%
79%
74%
65%
62%
71%
74%
53%
76%
73%
82%
84%
71%
8
1
*
1
-
2
-
2
3
-
-
-
2
11
NET: Low
5%
14%
7%
10%
-%
9%
-%
5%
18%
-%
-%
-%
14%
6%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

The price of the postal services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

|                         |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | b                       | a         | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                      | *d                      | *c        | *b        |        |     |       |       |     |      |                       |            |            |                 |
| a                       | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 42                      | 21                      | 50        | 73        | 15     | 171 | 60    | 126   | 45  | 10   | 5                     | 9          | 21         | 141             |
| 186                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 37                      | 20                      | 50        | 86        | 4      | 189 | 48    | 145   | 8   | 2    | 1                     | 2          | 4          | 184             |
| 193                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | *                       | 1         | 2         | -      | 4   | 4     | -     | -   | -    | -                     | -          | -          | 4               |
| 4                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very low                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | 2%                      | 3%        | 2%        | -%     | 2%  | 7%    | -%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | -                       | 2         | 4         | -      | 7   | 4     | 3     | -   | -    | -                     | -          | -          | 7               |
| 7                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Quite low               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                      | -%                      | 4%        | 5%        | -%     | 4%  | 8%    | 2%    | -%  | -%   | -%                    | -%         | -%         | 4%              |
| 4%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 8                       | 5                       | 6         | 20        | 1      | 39  | 6     | 33    | 2   | 1    | *                     | *          | 1          | 37              |
| 39                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither low nor high    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 22%                     | 25%                     | 13%       | 23%       | 18%    | 20% | 14%   | 23%   | 23% | 31%  | 16%                   | 20%        | 22%        | 20%             |
| 20%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 15                      | 9                       | 22        | 24        | 2      | 68  | 19    | 52    | 3   | *    | *                     | *          | 2          | 68              |
| 71                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Quite high              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 42%                     | 44%                     | 45%       | 28%       | 51%    | 36% | 40%   | 36%   | 34% | 20%  | 48%                   | 23%        | 41%        | 37%             |
| 37%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 12                      | 6                       | 17        | 33        | *      | 67  | 14    | 53    | 2   | *    | *                     | *          | 2          | 65              |
| 67                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very high               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 33%                     | 28%                     | 34%       | 38%       | 11%    | 35% | 29%   | 37%   | 30% | 6%   | 36%                   | 29%        | 38%        | 35%             |
| 35%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | *                       | 1         | 3         | 1      | 4   | 1     | 4     | 1   | 1    | -                     | *          | -          | 4               |
| 5                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                      | 1%                      | 3%        | 4%        | 20%    | 2%  | 2%    | 3%    | 14% | 43%  | -%                    | 27%        | -%         | 2%              |
| 3%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 27                      | 14                      | 39        | 57        | 3      | 135 | 33    | 105   | 5   | *    | 1                     | 1          | 3          | 132             |
| 138                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: High               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 74%                     | 72%                     | 79%       | 66%       | 62%    | 72% | 69%   | 72%   | 63% | 26%  | 84%                   | 52%        | 78%        | 72%             |
| 71%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                       | *                       | 3         | 6         | -      | 11  | 7     | 3     | -   | -    | -                     | -          | -          | 11              |
| 11                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Low                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                      | 2%                      | 6%        | 7%        | -%     | 6%  | 16%   | 2%    | -%  | -%   | -%                    | -%         | -%         | 6%              |
| 6%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d Table 80  (continuation)                                                                                                                                                                        Page 666
The price of the postal services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
b
a
Significance Level: 95%
97
67
57
107
14
14
15
19
124
-
9
26
26
23
36
66
186
Unweighted total
106
64
65
105
8
17
18
20
130
-
2
24
26
26
38
77
193
Weighted total
1
*
1
*
-
-
1
-
2
-
-
-
-
*
1
2
4
Very low
1%
1%
2%
*%
-%
-%
7%
-%
2%
-%
-%
-%
-%
2%
3%
2%
2%
5
1
*
5
*
-
-
2
5
-
*
2
-
1
*
3
7
Quite low
5%
2%
1%
5%
6%
-%
-%
9%
4%
-%
22%
10%
-%
5%
1%
3%
4%
17
18
8
27
1
6
2
2
28
-
*
2
6
4
4
23
39
Neither low nor high
16%
28%
12%
25%
16%
36%
13%
9%
21%
-%
15%
7%
25%
14%
10%
30%
20%
b
33
30
23
40
4
6
10
6
45
-
1
8
12
8
20
21
71
Quite high
31%
47%
36%
38%
50%
35%
56%
29%
34%
-%
48%
34%
47%
33%
52%
27%
37%
b
a
49
13
30
31
2
5
4
9
47
-
*
11
6
12
12
25
67
Very high
46%
20%
46%
30%
25%
29%
24%
44%
36%
-%
15%
48%
22%
46%
32%
33%
35%
a
a
Don't Know (DO NOT READ
2
2
2
2
*
-
-
2
3
-
-
*
1
*
*
3
5
OUT)
2%
3%
3%
2%
4%
-%
-%
9%
2%
-%
-%
1%
6%
1%
1%
4%
3%
81
43
53
71
6
11
14
15
92
-
1
19
18
20
32
46
138
NET: High
77%
67%
82%
67%
75%
64%
80%
73%
71%
-%
63%
82%
70%
78%
84%
60%
71%
a
a
6
1
2
6
*
-
1
2
7
-
*
2
-
2
2
4
11
NET: Low
6%
2%
3%
6%
6%
-%
7%
9%
5%
-%
22%
10%
-%
7%
5%
6%
6%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

The price of the postal services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
117
125
61
169
124
139
56
146
169
116
164
67
39
77
186
Unweighted total
122
120
53
171
125
145
39
150
175
109
166
69
42
79
193
Weighted total
*
*
2
*
*
*
*
2
*
*
*
-
*
3
4
Very low
*%
*%
3%
*%
*%
*%
1%
1%
*%
*%
*%
-%
1%
4%
2%
b
4
3
*
5
3
7
*
4
5
5
5
1
3
3
7
Quite low
3%
3%
1%
3%
3%
5%
1%
2%
3%
4%
3%
1%
7%
4%
4%
21
25
14
34
28
25
8
29
37
25
33
14
5
20
39
Neither low nor high
17%
21%
26%
20%
23%
17%
21%
20%
21%
23%
20%
20%
13%
25%
20%
49
45
23
69
44
60
14
57
68
40
66
26
21
22
71
Quite high
40%
38%
43%
40%
35%
41%
36%
38%
39%
37%
40%
37%
51%
28%
37%
a
47
43
14
59
48
51
15
57
60
37
58
27
10
29
67
Very high
38%
36%
26%
34%
39%
35%
39%
38%
34%
34%
35%
39%
23%
37%
35%
Don't Know (DO NOT READ
*
3
*
4
1
2
*
1
4
2
4
2
2
2
5
OUT)
*%
3%
1%
2%
1%
1%
1%
1%
2%
2%
2%
2%
4%
2%
3%
96
88
37
127
92
111
29
114
128
77
124
53
31
51
138
NET: High
79%
73%
69%
75%
74%
77%
75%
76%
74%
71%
75%
76%
74%
65%
71%
4
4
2
5
4
7
1
5
5
5
5
1
4
6
11
NET: Low
3%
3%
4%
3%
3%
5%
2%
4%
3%
5%
3%
1%
9%
8%
6%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

The price of the postal services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
*b
a
c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
130
20
35
71
185
138
-
185
162
184
166
183
135
-
26
186
Unweighted total
135
22
34
67
191
138
-
193
167
189
172
187
139
-
28
193
Weighted total
2
-
-
4
4
2
-
4
2
4
2
4
*
-
-
4
Very low
2%
-%
-%
5%
2%
2%
-%
2%
1%
2%
1%
2%
*%
-%
-%
2%
4
2
2
*
5
5
-
7
5
5
5
5
4
-
2
7
Quite low
3%
8%
5%
1%
3%
3%
-%
4%
3%
3%
3%
3%
3%
-%
8%
4%
27
5
7
20
39
30
-
39
34
39
36
37
32
-
2
39
Neither low nor high
20%
20%
22%
30%
21%
22%
-%
20%
20%
21%
21%
20%
23%
-%
6%
20%
53
4
14
25
71
53
-
71
63
69
62
69
50
-
12
71
Quite high
39%
16%
42%
37%
37%
38%
-%
37%
38%
36%
36%
37%
36%
-%
44%
37%
44
12
11
17
67
45
-
67
59
67
61
67
50
-
12
67
Very high
33%
56%
31%
26%
35%
33%
-%
35%
36%
35%
36%
36%
36%
-%
42%
35%
Don't Know (DO NOT READ
5
-
*
*
5
3
-
5
3
5
4
5
4
-
-
5
OUT)
4%
-%
1%
*%
3%
2%
-%
3%
2%
3%
3%
3%
3%
-%
-%
3%
97
16
25
43
138
98
-
138
122
136
124
136
99
-
24
138
NET: High
72%
72%
73%
64%
72%
71%
-%
71%
73%
72%
72%
73%
72%
-%
86%
71%
6
2
2
4
9
7
-
11
7
9
7
9
4
-
2
11
NET: Low
4%
8%
5%
6%
5%
5%
-%
6%
4%
5%
4%
5%
3%
-%
8%
6%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c Table 80  (continuation)                                                                                                                                                                        Page 669
The price of the postal services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
3
166
99
62
12
103
6
180
57
129
105
15
59
186
Unweighted total
2
172
105
62
12
115
5
188
56
136
105
20
64
193
Weighted total
1
2
*
-
-
*
-
4
*
3
2
-
1
4
Very low
69%
1%
*%
-%
-%
*%
-%
2%
1%
2%
2%
-%
2%
2%
-
6
3
3
-
5
-
7
-
7
7
-
*
7
Quite low
-%
3%
2%
5%
-%
5%
-%
4%
-%
5%
6%
-%
1%
4%
-
31
20
13
7
22
1
38
20
20
27
3
9
39
Neither low nor high
-%
18%
19%
21%
56%
19%
26%
20%
35%
15%
25%
17%
14%
20%
a
1
67
40
22
5
42
*
70
21
50
35
9
26
71
Quite high
31%
39%
38%
35%
41%
37%
10%
37%
37%
36%
33%
46%
40%
37%
-
62
41
20
*
42
2
65
14
53
31
6
27
67
Very high
-%
36%
39%
33%
3%
37%
43%
35%
24%
39%
30%
31%
42%
35%
b
Don't Know (DO NOT READ
-
3
1
3
-
2
1
4
2
3
3
1
*
5
OUT)
-%
2%
1%
5%
-%
2%
22%
2%
3%
2%
3%
6%
*%
3%
1
130
81
42
5
84
3
135
35
103
67
15
53
138
NET: High
31%
75%
77%
68%
44%
73%
52%
72%
61%
76%
63%
76%
83%
71%
b
c
1
8
3
3
-
6
-
11
*
10
9
-
2
11
NET: Low
69%
5%
3%
5%
-%
5%
-%
6%
1%
7%
8%
-%
3%
6%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

Table 80  (continuation)                                                                                                                                                                        Page 670
The price of the postal services provided by [QV5c provider] in the last 12 months (QOP4. On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate [QV5c provider] on each of the following aspects:)
Base: All respondents with more than one mail service provider

Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
82
104
186
Unweighted total
93
99
193
Weighted total
-
4
4
Very low
-%
4%
2%
6
1
7
Quite low
6%
1%
4%
20
19
39
Neither low nor high
21%
20%
20%
40
31
71
Quite high
43%
31%
37%
27
40
67
Very high
28%
41%
35%
Don't Know (DO NOT READ
2
4
5
OUT)
2%
4%
3%
66
71
138
NET: High
71%
72%
71%
6
5
11
NET: Low
6%
5%
6%
Columns Tested: a,b

## Qop4. Summary. On A Scale Of 1 To 5 Where 5 Is Very High And 1 Is Very Low How Would You Rate [Qv5C Provider] On Each Of The Following Aspects ... Base: All Respondents With More Than One Mail Service Provider Aspects

| The price of the postal    | The quality of the mail    |
|----------------------------|----------------------------|
| services provided by [QV5c | services provided by [QV5c |
| provider] in the last 12   | provider] in the last 12   |
| months                     | months                     |
| b                          | a                          |
| 186                        | 186                        |
| 193                        | 193                        |
| 4                          | *                          |
| 2%                         | *%                         |
| 7                          | 1                          |
| 4%                         | 1%                         |
| a                          |                            |
| 39                         | 20                         |
| 20%                        | 10%                        |
| a                          |                            |
| 71                         | 75                         |
| 37%                        | 39%                        |
| 67                         | 90                         |
| 35%                        | 47%                        |
| b                          |                            |
| Don't Know (DO NOT READ    |                            |
| 5                          | 6                          |
| 3%                         | 3%                         |
| 138                        | 165                        |
| 71%                        | 86%                        |
| b                          |                            |
| 11                         | 2                          |
| 6%                         | 1%                         |
| a                          |                            |
| Columns Tested: a,b        |                            |
QOP5. And on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied or dissatisfied are you with the overall service you receive from [QV5c provider]?
Base: All Respondents

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
129
18
16
23
12
14
8
28
17
13
11
17
9
186
Unweighted total
169
7
7
10
12
24
13
35
14
12
20
25
13
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1
-
*
-
-
-
-
-
1
-
-
-
-
2
Fairly Dissatisfied
1%
-%
7%
-%
-%
-%
-%
-%
9%
-%
-%
-%
-%
1%
Neither Satisfied Nor
18
1
*
1
1
6
4
4
1
-
-
-
2
20
Dissatisfied
11%
9%
7%
6%
11%
26%
28%
10%
9%
-%
-%
-%
14%
10%
71
4
4
3
9
13
*
15
3
3
9
9
9
82
Fairly Satisfied
42%
53%
53%
31%
74%
55%
1%
42%
23%
25%
45%
36%
72%
42%
77
3
2
6
2
5
9
17
8
8
11
16
2
88
Very Satisfied
46%
39%
28%
63%
15%
19%
71%
48%
58%
64%
55%
64%
14%
46%
Don't Know (DO NOT READ
1
-
*
-
-
-
-
-
-
1
-
-
-
2
OUT)
1%
-%
7%
-%
-%
-%
-%
-%
-%
10%
-%
-%
-%
1%
149
6
6
9
11
18
9
32
12
11
20
25
11
170
NET: Satisfied
88%
91%
80%
94%
89%
74%
72%
90%
82%
90%
100%
100%
86%
88%
1
-
*
-
-
-
-
-
1
-
-
-
-
2
NET: Dissatisfied
1%
-%
7%
-%
-%
-%
-%
-%
9%
-%
-%
-%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QOP5. And on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied or dissatisfied are you with the overall service you receive from [QV5c provider]?
Base: All Respondents
|                         |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|-------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than               | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                     | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| d                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       | a                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       | b                       | a         | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                      | *d                      | *c        | *b        |        |     |       |       |     |      |                       |            |            |                 |
| a                       | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 42                      | 21                      | 50        | 73        | 15     | 171 | 60    | 126   | 45  | 10   | 5                     | 9          | 21         | 141             |
| 186                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 37                      | 20                      | 50        | 86        | 4      | 189 | 48    | 145   | 8   | 2    | 1                     | 2          | 4          | 184             |
| 193                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Dissatisfied       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | -                       | 2         | -         | -      | 2   | 2     | -     | -   | -    | -                     | -          | -          | 2               |
| 2                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Dissatisfied     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | -%                      | 4%        | -%        | -%     | 1%  | 4%    | -%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Satisfied Nor   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                       | 5                       | 6         | 6         | *      | 19  | 3     | 17    | *   | -    | -                     | -          | *          | 19              |
| 20                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Dissatisfied            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                      | 26%                     | 13%       | 6%        | 3%     | 10% | 6%    | 12%   | 3%  | -%   | -%                    | -%         | 5%         | 10%             |
| 10%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 18                      | 8                       | 25        | 30        | 1      | 81  | 26    | 56    | 4   | 1    | 1                     | 1          | 2          | 78              |
| 82                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Fairly Satisfied        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 49%                     | 41%                     | 50%       | 35%       | 18%    | 43% | 54%   | 39%   | 45% | 31%  | 64%                   | 59%        | 42%        | 42%             |
| 42%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 16                      | 7                       | 17        | 48        | 3      | 85  | 17    | 71    | 4   | 1    | *                     | 1          | 2          | 84              |
| 88                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Very Satisfied          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 44%                     | 33%                     | 33%       | 56%       | 80%    | 45% | 37%   | 49%   | 52% | 69%  | 36%                   | 41%        | 53%        | 45%             |
| 46%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | -                       | -         | 2         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | -%                      | -%        | 2%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 34                      | 15                      | 42        | 78        | 4      | 166 | 43    | 127   | 8   | 2    | 1                     | 2          | 4          | 161             |
| 170                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Satisfied          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 94%                     | 74%                     | 84%       | 91%       | 97%    | 88% | 90%   | 87%   | 97% | 100% | 100%                  | 100%       | 95%        | 88%             |
| 88%                     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                       | -                       | 2         | -         | -      | 2   | 2     | -     | -   | -    | -                     | -          | -          | 2               |
| 2                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Dissatisfied       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                      | -%                      | 4%        | -%        | -%     | 1%  | 4%    | -%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d

## Qop5. And On A Scale Of 1 To 5 Where 1 Is Very Dissatisfied And 5 Is Very Satisfied, How Satisfied Or Dissatisfied Are You With The Overall Service You Receive From [Qv5C Provider]? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
b
a
Significance Level: 95%
97
67
57
107
14
14
15
19
124
-
9
26
26
23
36
66
186
Unweighted total
106
64
65
105
8
17
18
20
130
-
2
24
26
26
38
77
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1
*
1
*
-
-
1
*
-
-
-
-
-
*
1
-
2
Fairly Dissatisfied
1%
1%
2%
*%
-%
-%
7%
2%
-%
-%
-%
-%
-%
2%
3%
-%
1%
Neither Satisfied Nor
9
7
5
12
*
2
3
5
10
-
-
2
5
3
-
9
20
Dissatisfied
8%
12%
7%
11%
1%
11%
15%
27%
7%
-%
-%
11%
21%
10%
-%
12%
10%
b
45
26
31
40
4
12
7
7
50
-
2
10
17
11
16
27
82
Fairly Satisfied
42%
40%
48%
38%
54%
73%
41%
37%
39%
-%
78%
42%
66%
41%
41%
35%
42%
52
29
28
52
4
3
6
7
68
-
*
11
2
12
21
40
88
Very Satisfied
48%
45%
43%
50%
44%
16%
37%
33%
53%
-%
22%
48%
8%
48%
56%
53%
46%
Don't Know (DO NOT READ
-
1
-
1
-
-
-
-
2
-
-
-
1
-
-
*
2
OUT)
-%
2%
-%
1%
-%
-%
-%
-%
1%
-%
-%
-%
5%
-%
-%
1%
1%
97
54
59
92
8
15
14
14
119
-
2
21
19
23
37
67
170
NET: Satisfied
91%
85%
91%
87%
99%
89%
78%
71%
91%
-%
100%
89%
74%
88%
97%
88%
88%
1
*
1
*
-
-
1
*
-
-
-
-
-
*
1
-
2
NET: Dissatisfied
1%
1%
2%
*%
-%
-%
7%
2%
-%
-%
-%
-%
-%
2%
3%
-%
1%

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

QOP5. And on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied or dissatisfied are you with the overall service you receive from [QV5c provider]?
Base: All Respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
117
125
61
169
124
139
56
146
169
116
164
67
39
77
186
Unweighted total
122
120
53
171
125
145
39
150
175
109
166
69
42
79
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*
*
1
*
-
*
*
2
*
*
*
*
-
1
2
Fairly Dissatisfied
*%
*%
2%
*%
-%
*%
1%
1%
*%
*%
*%
1%
-%
2%
1%
Neither Satisfied Nor
14
13
3
20
16
17
2
18
20
15
17
6
5
8
20
Dissatisfied
11%
11%
6%
11%
13%
12%
5%
12%
11%
14%
10%
9%
13%
11%
10%
50
56
26
73
52
64
24
62
75
48
71
34
19
27
82
Fairly Satisfied
41%
46%
48%
43%
42%
44%
62%
41%
43%
44%
43%
49%
45%
34%
42%
abcdf
58
49
23
76
56
61
12
68
79
43
76
29
16
42
88
Very Satisfied
48%
41%
43%
44%
45%
42%
32%
46%
45%
40%
46%
41%
39%
53%
46%
Don't Know (DO NOT READ
-
1
-
1
-
1
-
-
1
1
1
-
1
*
2
OUT)
-%
1%
-%
1%
-%
1%
-%
-%
1%
1%
1%
-%
3%
1%
1%
108
105
48
149
108
125
37
130
153
92
147
63
35
69
170
NET: Satisfied
88%
87%
91%
87%
87%
87%
94%
87%
88%
84%
88%
91%
84%
87%
88%
*
*
1
*
-
*
*
2
*
*
*
*
-
1
2
NET: Dissatisfied
*%
*%
2%
*%
-%
*%
1%
1%
*%
*%
*%
1%
-%
2%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QOP5. And on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied or dissatisfied are you with the overall service you receive from [QV5c provider]?
Base: All Respondents
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
*b
a
c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
130
20
35
71
185
138
-
185
162
184
166
183
135
-
26
186
Unweighted total
135
22
34
67
191
138
-
193
167
189
172
187
139
-
28
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
*
2
2
*
-
2
*
2
*
2
*
-
-
2
Fairly Dissatisfied
-%
-%
1%
3%
1%
*%
-%
1%
*%
1%
*%
1%
*%
-%
-%
1%
Neither Satisfied Nor
13
3
4
3
20
18
-
20
18
20
17
20
12
-
2
20
Dissatisfied
9%
14%
11%
5%
10%
13%
-%
10%
11%
10%
10%
10%
8%
-%
8%
10%
56
9
17
33
80
60
-
82
71
80
78
77
54
-
17
82
Fairly Satisfied
42%
39%
49%
50%
42%
43%
-%
42%
43%
42%
45%
41%
39%
-%
61%
42%
64
11
13
29
88
59
-
88
76
86
74
86
72
-
9
88
Very Satisfied
47%
47%
39%
43%
46%
43%
-%
46%
45%
46%
43%
46%
52%
-%
31%
46%
Don't Know (DO NOT READ
2
-
-
-
2
1
-
2
1
2
2
2
1
-
-
2
OUT)
1%
-%
-%
-%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
120
19
30
62
168
119
-
170
147
166
152
164
125
-
25
170
NET: Satisfied
89%
86%
88%
92%
88%
86%
-%
88%
88%
88%
89%
88%
90%
-%
92%
88%
-
-
*
2
2
*
-
2
*
2
*
2
*
-
-
2
NET: Dissatisfied
-%
-%
1%
3%
1%
*%
-%
1%
*%
1%
*%
1%
*%
-%
-%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

QOP5. And on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied or dissatisfied are you with the overall service you receive from [QV5c provider]?
Base: All Respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
3
166
99
62
12
103
6
180
57
129
105
15
59
186
Unweighted total
2
172
105
62
12
115
5
188
56
136
105
20
64
193
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Very Dissatisfied
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1
-
*
-
-
*
-
2
-
2
-
-
2
2
Fairly Dissatisfied
69%
-%
*%
-%
-%
*%
-%
1%
-%
1%
-%
-%
3%
1%
Neither Satisfied Nor
1
7
8
6
2
12
-
20
8
12
8
4
8
20
Dissatisfied
31%
4%
8%
10%
19%
10%
-%
10%
14%
9%
7%
18%
13%
10%
-
77
47
23
5
48
-
82
24
57
40
7
35
82
Fairly Satisfied
-%
45%
45%
38%
43%
42%
-%
43%
43%
42%
38%
35%
54%
42%
c
-
88
49
31
5
54
4
84
24
64
57
9
19
88
Very Satisfied
-%
51%
47%
50%
38%
47%
90%
44%
43%
47%
54%
47%
30%
46%
a
Don't Know (DO NOT READ
-
-
-
1
-
1
*
1
*
1
2
-
-
2
OUT)
-%
-%
-%
2%
-%
1%
10%
1%
1%
1%
2%
-%
-%
1%
-
165
96
55
10
102
4
165
48
121
96
16
54
170
NET: Satisfied
-%
96%
92%
88%
81%
88%
90%
88%
86%
89%
91%
82%
84%
88%
1
-
*
-
-
*
-
2
-
2
-
-
2
2
NET: Dissatisfied
69%
-%
*%
-%
-%
*%
-%
1%
-%
1%
-%
-%
3%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QOP5. And on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied or dissatisfied are you with the overall service you receive from [QV5c provider]?
Base: All Respondents
Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
82
104
186
Unweighted total
93
99
193
Weighted total
-
-
-
Very Dissatisfied
-%
-%
-%
-
2
2
Fairly Dissatisfied
-%
2%
1%
Neither Satisfied Nor
7
12
20
Dissatisfied
8%
12%
10%
40
41
82
Fairly Satisfied
43%
42%
42%
46
42
88
Very Satisfied
49%
42%
46%
Don't Know (DO NOT READ
-
2
2
OUT)
-%
2%
1%
86
83
170
NET: Satisfied
92%
84%
88%
-
2
2
NET: Dissatisfied
-%
2%
1%
Columns Tested: a,b

## Qap1. On A Scale  Of 1 To 5 Where 5 Is Agree Very Strongly And 1 Is Disagree Very Strongly, Please Tell Me How Strongly You Agree Or Disagree That Mail Services In The Uk Provide Good Value For Money Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
481
94
108
106
37
64
52
89
60
53
40
51
35
789
Unweighted total
681
37
46
45
38
116
82
120
65
54
65
88
53
809
Weighted total
24
1
2
3
3
6
5
4
4
-
*
2
-
29
Disagree very strongly
4%
2%
4%
6%
7%
5%
7%
3%
6%
-%
*%
2%
-%
4%
67
3
2
3
*
8
7
20
5
7
4
6
9
76
Disagree
10%
9%
5%
6%
*%
7%
9%
17%
8%
13%
6%
7%
17%
9%
ijk
i
ik
Neither Agree nor
216
16
13
12
14
46
20
35
23
17
20
20
20
257
disagree
32%
44%
29%
26%
36%
40%
24%
29%
36%
32%
31%
23%
38%
32%
bfgjkm
264
11
16
18
17
31
33
50
24
23
30
38
16
310
Agree
39%
31%
35%
41%
45%
27%
40%
42%
38%
43%
47%
43%
31%
38%
h
104
5
12
9
2
24
16
11
6
6
9
22
7
130
Agree very strongly
15%
14%
26%
21%
4%
21%
20%
9%
10%
12%
14%
24%
14%
16%
defilm
fi
fi
i
efi
Don't Know (DO NOT READ
6
-
*
*
3
-
-
-
1
-
2
-
*
7
OUT)
1%
-%
1%
*%
7%
-%
-%
-%
2%
-%
3%
-%
*%
1%
dfhjklm
367
17
28
27
19
55
49
61
31
30
39
60
24
440
NET: Agree
54%
45%
61%
61%
50%
47%
60%
51%
48%
55%
61%
68%
45%
54%
l
l
aehl
92
4
4
5
3
15
13
24
9
7
4
8
9
105
NET: Disagree
13%
11%
9%
12%
7%
13%
16%
20%
14%
13%
6%
10%
17%
13%
ck
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QAP1. On a scale  of 1 to 5 where 5 is agree very strongly and 1 is disagree very strongly, please tell me how strongly you agree or disagree that mail services in the UK provide good value for money
Base: All Respondents
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 69                                                | 46        | 139                     | 535       | 69     | 720 | 284   | 505   | 150 | 29   | 16                    | 22         | 83         | 639             |
| 789                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 48                                                | 40        | 132                     | 589       | 33     | 776 | 248   | 561   | 25  | 4    | 3                     | 4          | 14         | 784             |
| 809                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                                                 | 3         | 4                       | 16        | *      | 29  | 9     | 20    | 1   | *    | *                     | -          | *          | 29              |
| 29                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Disagree very strongly                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 15%                                               | 7%        | 3%                      | 3%        | *%     | 4%  | 4%    | 4%    | 3%  | 3%   | 4%                    | -%         | 3%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                                                 | 4         | 11                      | 55        | 4      | 72  | 16    | 60    | 2   | *    | *                     | 1          | *          | 74              |
| 76                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Disagree                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14%                                               | 9%        | 8%                      | 9%        | 11%    | 9%  | 6%    | 11%   | 7%  | 7%   | 14%                   | 14%        | 3%         | 9%              |
| 9%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Neither Agree nor                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 19                                                | 11        | 41                      | 186       | 9      | 249 | 79    | 179   | 10  | 1    | 1                     | 2          | 7          | 247             |
| 257                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| disagree                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 39%                                               | 28%       | 31%                     | 32%       | 26%    | 32% | 32%   | 32%   | 41% | 30%  | 34%                   | 40%        | 46%        | 31%             |
| 32%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 14                                                | 18        | 56                      | 221       | 19     | 290 | 102   | 207   | 9   | 2    | 1                     | 1          | 6          | 300             |
| 310                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Agree                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 28%                                               | 46%       | 43%                     | 38%       | 58%    | 37% | 41%   | 37%   | 37% | 39%  | 30%                   | 35%        | 39%        | 38%             |
| 38%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 4         | 18                      | 106       | 2      | 129 | 39    | 92    | 3   | 1    | *                     | *          | 1          | 128             |
| 130                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Agree very strongly                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | 9%        | 14%                     | 18%       | 5%     | 17% | 16%   | 16%   | 11% | 17%  | 18%                   | 8%         | 8%         | 16%             |
| 16%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | b                       | b         |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | 1                       | 5         | *      | 6   | 3     | 3     | *   | *    | -                     | *          | *          | 6               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | *%        | 1%                      | 1%        | 1%     | 1%  | 1%    | 1%    | 2%  | 4%   | -%                    | 4%         | 1%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 16                                                | 22        | 75                      | 328       | 21     | 419 | 141   | 299   | 12  | 3    | 1                     | 2          | 7          | 428             |
| 440                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Agree                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 33%                                               | 56%       | 57%                     | 56%       | 62%    | 54% | 57%   | 53%   | 48% | 56%  | 48%                   | 43%        | 47%        | 55%             |
| 54%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d                       |           |        |     |       |       |     |      |                       |            |            |                 |
| 14                                                | 6         | 15                      | 70        | 4      | 102 | 25    | 80    | 2   | *    | *                     | 1          | 1          | 103             |
| 105                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| NET: Disagree                                     |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 28%                                               | 16%       | 11%                     | 12%       | 11%    | 13% | 10%   | 14%   | 9%  | 10%  | 18%                   | 14%        | 6%         | 13%             |
| 13%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| ab                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
QAP1. On a scale  of 1 to 5 where 5 is agree very strongly and 1 is disagree very strongly, please tell me how strongly you agree or disagree that mail services in the UK provide good value for money
Base: All Respondents
Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
b
a
*g
*f
e
d
c
b
a
Significance Level: 95%
97
67
57
107
17
23
26
34
689
2
27
52
107
99
119
383
789
Unweighted total
106
64
65
105
9
21
20
29
730
*
8
35
100
108
121
437
809
Weighted total
2
*
*
3
1
2
2
2
22
*
-
3
7
5
2
13
29
Disagree very strongly
2%
1%
*%
2%
9%
10%
10%
8%
3%
50%
-%
8%
7%
5%
1%
3%
4%
ab
b
9
8
8
10
1
3
4
2
65
-
1
2
8
12
13
39
76
Disagree
9%
13%
13%
9%
15%
13%
21%
8%
9%
-%
11%
6%
8%
11%
11%
9%
9%
Neither Agree nor
37
16
26
27
2
8
6
8
233
*
5
9
41
23
49
130
257
disagree
34%
25%
39%
26%
26%
38%
30%
28%
32%
50%
66%
26%
41%
22%
40%
30%
32%
ac
ac
41
30
25
45
4
6
6
8
285
-
1
16
29
48
44
171
310
Agree
38%
47%
39%
43%
47%
29%
31%
29%
39%
-%
19%
47%
29%
44%
36%
39%
38%
d
d
16
9
6
19
*
2
*
8
120
-
*
4
15
17
13
80
130
Agree very strongly
15%
14%
9%
18%
4%
10%
1%
27%
16%
-%
5%
12%
15%
16%
11%
18%
16%
Don't Know (DO NOT READ
2
-
-
2
-
-
1
*
5
-
-
-
*
3
-
4
7
OUT)
2%
-%
-%
2%
-%
-%
6%
*%
1%
-%
-%
-%
*%
3%
-%
1%
1%
56
39
31
64
4
8
7
16
405
-
2
21
44
65
57
251
440
NET: Agree
53%
61%
48%
61%
50%
38%
32%
56%
55%
-%
24%
59%
44%
60%
47%
58%
54%
d
bd
12
9
8
12
2
5
6
5
87
*
1
5
15
17
15
52
105
NET: Disagree
11%
14%
13%
12%
24%
24%
31%
16%
12%
50%
11%
15%
15%
16%
13%
12%
13%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QAP1. On a scale  of 1 to 5 where 5 is agree very strongly and 1 is disagree very strongly, please tell me how strongly you agree or disagree that mail services in the UK provide good value for money
Base: All Respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
488
561
131
714
322
595
169
345
724
427
710
257
136
390
789
Unweighted total
487
573
110
727
323
612
129
351
744
417
722
252
141
411
809
Weighted total
20
17
4
28
14
24
9
16
28
16
26
10
10
10
29
Disagree very strongly
4%
3%
4%
4%
4%
4%
7%
5%
4%
4%
4%
4%
7%
2%
4%
a
a
40
46
7
61
24
51
7
33
65
42
63
24
11
39
76
Disagree
8%
8%
7%
8%
7%
8%
6%
9%
9%
10%
9%
10%
8%
9%
9%
Neither Agree nor
179
187
40
240
118
209
46
116
245
148
234
82
47
128
257
disagree
37%
33%
37%
33%
36%
34%
36%
33%
33%
35%
32%
32%
33%
31%
32%
188
228
44
280
121
231
46
137
280
156
277
97
58
154
310
Agree
39%
40%
40%
38%
37%
38%
36%
39%
38%
37%
38%
39%
41%
37%
38%
58
92
14
114
45
91
19
45
120
54
116
38
15
76
130
Agree very strongly
12%
16%
13%
16%
14%
15%
15%
13%
16%
13%
16%
15%
11%
19%
16%
b
Don't Know (DO NOT READ
1
3
*
5
3
5
*
3
6
1
6
*
*
5
7
OUT)
*%
1%
*%
1%
1%
1%
*%
1%
1%
*%
1%
*%
*%
1%
1%
247
320
58
393
166
323
66
183
399
210
393
136
73
230
440
NET: Agree
51%
56%
53%
54%
51%
53%
51%
52%
54%
50%
54%
54%
52%
56%
54%
60
63
12
89
37
75
17
49
93
58
89
34
21
48
105
NET: Disagree
12%
11%
11%
12%
12%
12%
13%
14%
12%
14%
12%
14%
15%
12%
13%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QAP1. On a scale  of 1 to 5 where 5 is agree very strongly and 1 is disagree very strongly, please tell me how strongly you agree or disagree that mail services in the UK provide good value for money
Base: All Respondents
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
591
118
78
181
776
433
-
783
596
779
663
776
646
14
109
789
Unweighted total
613
124
68
174
797
443
-
803
607
796
673
792
664
14
110
809
Weighted total
15
14
1
7
29
15
-
29
23
29
24
29
18
-
6
29
Disagree very strongly
2%
11%
1%
4%
4%
3%
-%
4%
4%
4%
4%
4%
3%
-%
5%
4%
ac
50
18
7
19
76
49
-
76
66
76
65
74
56
3
13
76
Disagree
8%
14%
11%
11%
10%
11%
-%
9%
11%
10%
10%
9%
8%
19%
12%
9%
c
Neither Agree nor
198
44
15
51
254
140
-
254
189
257
211
257
206
4
42
257
disagree
32%
36%
22%
30%
32%
32%
-%
32%
31%
32%
31%
32%
31%
31%
38%
32%
a
246
36
26
69
306
168
-
308
232
299
259
297
265
3
39
310
Agree
40%
29%
39%
40%
38%
38%
-%
38%
38%
38%
39%
38%
40%
19%
36%
38%
b
100
12
19
26
126
68
-
130
92
129
108
129
115
4
10
130
Agree very strongly
16%
10%
27%
15%
16%
15%
-%
16%
15%
16%
16%
16%
17%
30%
9%
16%
bc
a
Don't Know (DO NOT READ
6
*
*
2
7
3
-
7
5
7
6
7
4
*
*
7
OUT)
1%
*%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
1%
*%
1%
345
48
45
95
432
236
-
438
323
428
367
426
380
7
49
440
NET: Agree
56%
39%
66%
55%
54%
53%
-%
55%
53%
54%
55%
54%
57%
49%
44%
54%
b
b
a
64
32
8
25
105
64
-
105
90
105
89
103
74
3
19
105
NET: Disagree
10%
25%
12%
15%
13%
14%
-%
13%
15%
13%
13%
13%
11%
19%
17%
13%
ac

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

QAP1. On a scale  of 1 to 5 where 5 is agree very strongly and 1 is disagree very strongly, please tell me how strongly you agree or disagree that mail services in the UK provide good value for money
Base: All Respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
3
166
590
174
49
531
68
721
292
497
646
38
91
789
Unweighted total
2
172
602
181
56
536
66
743
304
505
651
46
100
809
Weighted total
-
3
15
8
6
8
4
25
9
20
17
5
5
29
Disagree very strongly
-%
2%
3%
5%
11%
1%
7%
3%
3%
4%
3%
11%
5%
4%
a
c
1
17
35
36
17
20
7
69
27
49
56
7
13
76
Disagree
69%
10%
6%
20%
31%
4%
10%
9%
9%
10%
9%
15%
13%
9%
b
a
Neither Agree nor
*
53
178
72
18
138
18
239
85
172
218
8
28
257
disagree
6%
31%
30%
40%
32%
26%
28%
32%
28%
34%
34%
18%
28%
32%
b
b
*
67
259
48
12
251
18
291
126
183
245
19
40
310
Agree
25%
39%
43%
26%
22%
47%
28%
39%
42%
36%
38%
41%
40%
38%
a
b
-
28
111
17
2
116
16
114
52
78
112
7
12
130
Agree very strongly
-%
16%
18%
9%
4%
22%
25%
15%
17%
15%
17%
15%
12%
16%
a
b
a
Don't Know (DO NOT READ
-
5
4
-
-
4
1
5
4
3
4
-
3
7
OUT)
-%
3%
1%
-%
-%
1%
2%
1%
1%
1%
1%
-%
3%
1%
c
*
94
369
64
14
366
35
406
178
262
356
26
51
440
NET: Agree
25%
55%
61%
36%
26%
68%
53%
55%
59%
52%
55%
56%
51%
54%
a
b
1
20
51
45
23
28
11
94
37
69
73
12
18
105
NET: Disagree
69%
12%
8%
25%
42%
5%
17%
13%
12%
14%
11%
26%
18%
13%
b
a
c

Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

QAP1. On a scale  of 1 to 5 where 5 is agree very strongly and 1 is disagree very strongly, please tell me how strongly you agree or disagree that mail services in the UK provide good value for money
Base: All Respondents
Quarter
Q2 2013
Q1 2013
TOTAL
b
a
Significance Level: 95%
386
403
789
Unweighted total
399
410
809
Weighted total
19
11
29
Disagree very strongly
5%
3%
4%
32
44
76
Disagree
8%
11%
9%
Neither Agree nor
116
141
257
disagree
29%
34%
32%
161
149
310
Agree
40%
36%
38%
68
62
130
Agree very strongly
17%
15%
16%
Don't Know (DO NOT READ
3
3
7
OUT)
1%
1%
1%
229
211
440
NET: Agree
57%
51%
54%
50
55
105
NET: Disagree
13%
13%
13%
Columns Tested: a,b

## Qs1. In The Next 12 Months, Do You Anticipate The Volume Of Mail Your Organisation Sends To Increase, Decrease Or Stay About The Same? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
124
4
10
8
9
11
15
28
8
11
9
24
7
146
Increase
9%
6%
14%
10%
11%
5%
8%
10%
7%
10%
8%
14%
8%
9%
hlm
hl
1046
51
56
62
64
174
152
198
86
89
86
127
70
1215
Stay about the same
76%
81%
76%
71%
72%
83%
80%
71%
74%
76%
77%
72%
73%
76%
fj
bfj
j
207
9
7
17
15
24
22
52
20
16
15
25
18
240
Decrease
15%
14%
10%
19%
17%
11%
12%
19%
18%
14%
13%
14%
19%
15%
k
k
k
k
Don't Know (DO NOT READ
3
-
*
-
-
-
-
-
1
-
2
-
-
4
OUT)
*%
-%
1%
-%
-%
-%
-%
-%
1%
-%
2%
-%
-%
*%
m
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qs1. In The Next 12 Months, Do You Anticipate The Volume Of Mail Your Organisation Sends To Increase, Decrease Or Stay About The Same? Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30                                                | 25        | 38        | 54        | 8      | 138  | 35    | 111   | 7   | 1    | 2                     | 1          | 4          | 139             |
| 146                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Increase                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 31%                                               | 24%       | 13%       | 5%        | 13%    | 9%   | 7%    | 10%   | 11% | 12%  | 24%                   | 8%         | 10%        | 9%              |
| 9%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abcf                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 57                                                | 69        | 212       | 877       | 43     | 1172 | 353   | 862   | 47  | 7    | 4                     | 7          | 29         | 1167            |
| 1215                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Stay about the same                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 60%                                               | 65%       | 73%       | 79%       | 73%    | 76%  | 76%   | 76%   | 74% | 78%  | 58%                   | 77%        | 75%        | 76%             |
| 76%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d         | d         | d      |      |       |       |     |      |                       |            |            |                 |
| 9                                                 | 11        | 39        | 180       | 8      | 232  | 75    | 165   | 9   | 1    | 1                     | 1          | 6          | 230             |
| 240                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Decrease                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                                                | 11%       | 13%       | 16%       | 14%    | 15%  | 16%   | 14%   | 15% | 10%  | 18%                   | 15%        | 15%        | 15%             |
| 15%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know (DO NOT READ                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2         | 2         | -      | 4    | 1     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| OUT)                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 1%        | *%        | -%     | *%   | *%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qs1. In The Next 12 Months, Do You Anticipate The Volume Of Mail Your Organisation Sends To Increase, Decrease Or Stay About The Same? Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
40
28
29
39
20
15
7
15
90
4
8
21
16
21
27
49
146
Increase
18%
16%
24%
14%
66%
34%
16%
20%
6%
40%
29%
27%
7%
9%
9%
7%
9%
a
abcd
ac
a
a
abcd
abcd
147
136
77
205
8
27
31
52
1096
5
16
49
162
186
208
589
1215
Stay about the same
68%
76%
63%
75%
27%
64%
72%
70%
78%
56%
56%
63%
74%
78%
67%
82%
76%
b
e
e
e
de
ef
bef
bdef
29
15
15
29
2
1
4
7
225
*
4
8
40
32
76
79
240
Decrease
13%
8%
12%
11%
6%
2%
10%
10%
16%
4%
14%
11%
18%
13%
24%
11%
15%
d
a
ace
Don't Know (DO NOT READ
1
*
1
*
-
-
1
-
2
-
-
-
-
*
1
2
4
OUT)
1%
*%
1%
*%
-%
-%
3%
-%
*%
-%
-%
-%
-%
*%
*%
*%
*%
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QS1. In the next 12 months, do you anticipate the volume of mail your organisation sends to increase, decrease or stay about the same?
Base: All Respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
100
108
36
136
97
126
39
96
136
90
129
70
26
50
146
Increase
9%
9%
15%
9%
15%
10%
10%
13%
9%
10%
9%
14%
9%
6%
9%
b
b
abcf
ab
793
917
164
1119
488
942
289
529
1138
673
1120
372
193
637
1215
Stay about the same
74%
77%
70%
76%
73%
74%
76%
72%
76%
74%
76%
75%
68%
78%
76%
b
182
166
32
223
83
198
50
103
227
140
227
55
63
121
240
Decrease
17%
14%
14%
15%
12%
16%
13%
14%
15%
15%
15%
11%
22%
15%
15%
a
ac
c
Don't Know (DO NOT READ
*
2
2
2
*
2
2
2
2
*
2
-
*
3
4
OUT)
*%
*%
1%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qs1. In The Next 12 Months, Do You Anticipate The Volume Of Mail Your Organisation Sends To Increase, Decrease Or Stay About The Same? Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
-
-
146
49
144
92
-
146
116
146
132
144
114
8
26
146
Increase
-%
-%
100%
14%
9%
10%
-%
9%
10%
9%
10%
9%
9%
23%
10%
9%
bc
b
ac
1215
-
-
253
1188
660
-
1207
909
1184
1017
1179
993
23
180
1215
Stay about the same
100%
-%
-%
71%
76%
74%
-%
76%
76%
76%
76%
76%
77%
65%
69%
76%
ab
c
a
-
240
-
53
233
144
2
236
176
234
194
234
178
4
55
240
Decrease
-%
100%
-%
15%
15%
16%
100%
15%
15%
15%
14%
15%
14%
12%
21%
15%
ac
c
Don't Know (DO NOT READ
-
-
-
2
4
*
-
4
*
4
2
4
2
-
*
4
OUT)
-%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QS1. In the next 12 months, do you anticipate the volume of mail your organisation sends to increase, decrease or stay about the same?
Base: All Respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
1
61
90
54
10
98
1
144
46
99
88
22
36
146
Increase
10%
16%
8%
14%
8%
9%
1%
10%
9%
9%
7%
21%
17%
9%
b
b
c
c
4
274
930
258
75
808
95
1120
425
790
989
68
149
1215
Stay about the same
52%
73%
79%
65%
61%
78%
89%
75%
83%
72%
77%
65%
72%
76%
a
b
a
a
b
2
41
152
83
36
131
9
231
38
202
203
14
20
240
Decrease
22%
11%
13%
21%
29%
13%
8%
15%
7%
18%
16%
14%
10%
15%
b
a
b
b
a
Don't Know (DO NOT READ
1
-
2
-
2
*
2
2
-
4
*
-
1
4
OUT)
16%
-%
*%
-%
1%
*%
2%
*%
-%
*%
*%
-%
1%
*%
a
a
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QS1. In the next 12 months, do you anticipate the volume of mail your organisation sends to increase, decrease or stay about the same?
Base: All Respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
46
22
42
36
146
Increase
11%
5%
10%
9%
9%
c
c
c
294
319
299
302
1215
Stay about the same
74%
78%
74%
77%
76%
57
67
61
54
240
Decrease
14%
16%
15%
14%
15%
Don't Know (DO NOT READ
2
1
-
*
4
OUT)
*%
*%
-%
*%
*%
Columns Tested: a,b,c,d

## Qs2A. What Would You Say Are The Reasons For The Expected Increase? Base: All Respondents Who Anticipate Volume Of Mail To Increase Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
97
12
27
22
9
6
10
24
9
13
8
14
4
158
Unweighted total
124
4
10
8
9
11
15
28
8
11
9
24
7
146
Weighted total
82
3
8
7
4
11
11
19
4
8
4
13
7
100
Growth of business
66%
80%
78%
81%
41%
100%
75%
67%
53%
74%
43%
55%
100%
68%
Increase use of direct
8
1
1
1
-
-
-
2
1
*
2
2
-
10
mail for marketing
6%
17%
9%
13%
-%
-%
-%
7%
18%
2%
19%
9%
-%
7%
Ability to reach more
4
-
1
-
-
-
-
4
-
-
-
-
-
5
customers
3%
-%
9%
-%
-%
-%
-%
13%
-%
-%
-%
-%
-%
3%
4
-
-
-
-
-
-
4
-
-
-
-
-
4
Innovative services
3%
-%
-%
-%
-%
-%
-%
13%
-%
-%
-%
-%
-%
2%
Increase in fulfilment (fulfilling customer orders by mailing out
1
-
*
1
-
-
*
-
1
-
-
-
-
3
items)
1%
-%
5%
12%
-%
-%
1%
-%
16%
-%
-%
-%
-%
2%
More items being sent to
2
*
*
-
1
-
-
-
-
-
-
*
-
2
existing clients
1%
14%
1%
-%
14%
-%
-%
-%
-%
-%
-%
1%
-%
2%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
38
1
1
*
6
-
4
11
3
3
4
8
-
39
Other (PLEASE SPECIFY)
30%
20%
7%
1%
59%
-%
25%
39%
31%
26%
38%
35%
-%
27%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qs2A. What Would You Say Are The Reasons For The Expected Increase? Base: All Respondents Who Anticipate Volume Of Mail To Increase

|                          |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|--------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                      | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *c                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| b                        | a                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        | b                       | a         | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                       | *d                      | *c        | *b        |        |     |       |       |     |      |                       |            |            |                 |
| a                        | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 41                       | 24                      | 41        | 52        | 17     | 141 | 47    | 111   | 47  | 7    | 10                    | 5          | 25         | 111             |
| 158                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 30                       | 25                      | 38        | 54        | 8      | 138 | 35    | 111   | 7   | 1    | 2                     | 1          | 4          | 139             |
| 146                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total           |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 26                       | 20                      | 26        | 29        | 7      | 93  | 28    | 72    | 5   | 1    | 1                     | 1          | 3          | 95              |
| 100                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Growth of business       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 86%                      | 79%                     | 68%       | 54%       | 82%    | 68% | 81%   | 65%   | 72% | 52%  | 36%                   | 82%        | 92%        | 68%             |
| 68%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                        | a                       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Increase use of direct   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                        | *                       | 4         | 5         | *      | 10  | 2     | 8     | 1   | -    | *                     | *          | *          | 9               |
| 10                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| mail for marketing       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 3%                       | 2%                      | 12%       | 8%        | 1%     | 7%  | 6%    | 7%    | 10% | -%   | 24%                   | 18%        | 5%         | 7%              |
| 7%                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Ability to reach more    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                        | 2                       | *         | *         | 2      | 3   | 2     | 3     | -   | -    | -                     | -          | -          | 5               |
| 5                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| customers                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                       | 7%                      | 1%        | 1%        | 22%    | 2%  | 5%    | 2%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 3%                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                        | -                       | 2         | -         | -      | 4   | -     | 4     | -   | -    | -                     | -          | -          | 4               |
| 4                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Innovative services      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                       | -%                      | 5%        | -%        | -%     | 3%  | -%    | 3%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 2%                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Increase in fulfilment   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| (fulfilling customer     |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| orders by mailing out    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *                        | -                       | 1         | 2         | -      | 3   | 1     | 2     | *   | -    | -                     | -          | *          | 3               |
| 3                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| items)                   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                       | -%                      | 2%        | 3%        | -%     | 2%  | 3%    | 2%    | 2%  | -%   | -%                    | -%         | 4%         | 2%              |
| 2%                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| More items being sent to |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                        | -                       | 1         | 1         | *      | 2   | -     | 2     | *   | -    | *                     | -          | -          | 2               |
| 2                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| existing clients         |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                       | -%                      | 4%        | 2%        | 4%     | 1%  | -%    | 2%    | 6%  | -%   | 26%                   | -%         | -%         | 1%              |
| 2%                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                        | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Cheaper / Lower Prices   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                       | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                        | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Better quality           |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                       | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                        | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Because of the recession |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                       | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                        | 7                       | 11        | 18        | 3      | 36  | 6     | 34    | 1   | *    | *                     | *          | *          | 38              |
| 39                       |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Other (PLEASE SPECIFY)   |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 13%                      | 26%                     | 28%       | 34%       | 34%    | 26% | 16%   | 30%   | 20% | 48%  | 21%                   | 39%        | 8%         | 27%             |
| 27%                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| d                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d

## Qs2A. What Would You Say Are The Reasons For The Expected Increase? Base: All Respondents Who Anticipate Volume Of Mail To Increase

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
*a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
*b
a
Significance Level: 95%
43
27
29
41
22
14
11
15
96
4
15
25
24
21
27
42
158
Unweighted total
40
28
29
39
20
15
7
15
90
4
8
21
16
21
27
49
146
Weighted total
31
17
21
28
15
15
5
15
50
2
7
18
9
14
16
33
100
Growth of business
78%
62%
71%
72%
78%
100%
79%
97%
56%
54%
88%
85%
59%
67%
62%
66%
68%
Increase use of direct
4
1
4
1
2
*
-
*
8
-
1
4
1
*
-
5
10
mail for marketing
10%
2%
13%
2%
8%
1%
-%
3%
9%
-%
7%
18%
7%
1%
-%
9%
7%
Ability to reach more
2
2
2
2
-
2
-
-
3
-
-
2
-
2
*
-
5
customers
6%
6%
6%
6%
-%
12%
-%
-%
3%
-%
-%
9%
-%
11%
2%
-%
3%
4
-
4
-
-
2
-
-
2
-
-
-
-
-
2
2
4
Innovative services
9%
-%
12%
-%
-%
12%
-%
-%
2%
-%
-%
-%
-%
-%
7%
4%
2%
Increase in fulfilment (fulfilling customer orders by mailing out
*
*
-
1
*
-
*
-
2
-
*
*
*
-
*
1
3
items)
1%
1%
-%
2%
2%
-%
2%
-%
3%
-%
6%
2%
1%
-%
2%
3%
2%
More items being sent to
-
-
-
-
-
-
-
1
1
-
-
-
*
*
1
*
2
existing clients
-%
-%
-%
-%
-%
-%
-%
9%
1%
-%
-%
-%
1%
2%
5%
1%
2%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
8
13
6
15
6
-
2
-
32
2
1
4
6
6
10
11
39
Other (PLEASE SPECIFY)
20%
45%
20%
38%
30%
-%
24%
-%
35%
49%
9%
18%
37%
31%
36%
22%
27%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qs2A. What Would You Say Are The Reasons For The Expected Increase? Base: All Respondents Who Anticipate Volume Of Mail To Increase

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
*b
a
Significance Level: 95%
107
119
46
148
103
139
56
106
150
105
145
79
27
52
158
Unweighted total
100
108
36
136
97
126
39
96
136
90
129
70
26
50
146
Weighted total
74
71
27
95
67
86
26
69
93
63
88
53
14
34
100
Growth of business
74%
65%
76%
70%
69%
69%
67%
72%
68%
70%
68%
75%
53%
68%
68%
Increase use of direct
3
9
1
10
4
10
4
3
10
3
10
2
4
5
10
mail for marketing
3%
8%
2%
7%
4%
8%
11%
3%
7%
4%
8%
2%
14%
10%
7%
Ability to reach more
5
4
2
5
4
5
2
4
5
2
5
2
*
2
5
customers
5%
4%
6%
3%
4%
4%
5%
4%
3%
3%
4%
3%
2%
5%
3%
2
2
-
2
4
4
-
4
2
2
2
4
-
-
4
Innovative services
2%
2%
-%
1%
4%
3%
-%
4%
1%
2%
1%
5%
-%
-%
2%
Increase in fulfilment (fulfilling customer orders by mailing out
1
2
*
2
2
1
*
2
3
2
2
2
*
*
3
items)
1%
2%
*%
2%
2%
1%
1%
2%
2%
3%
2%
3%
1%
1%
2%
More items being sent to
2
2
*
2
2
2
-
2
2
2
2
*
1
1
2
existing clients
2%
2%
1%
2%
2%
2%
-%
2%
2%
2%
2%
*%
5%
2%
2%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
26
31
9
35
27
34
13
25
36
25
35
17
10
12
39
Other (PLEASE SPECIFY)
26%
28%
25%
26%
28%
27%
33%
26%
27%
28%
27%
24%
38%
25%
27%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qs2A. What Would You Say Are The Reasons For The Expected Increase? Base: All Respondents Who Anticipate Volume Of Mail To Increase

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
*c
*b
a
c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
-
-
158
56
155
102
-
158
127
157
144
156
124
7
26
158
Unweighted total
-
-
146
49
144
92
-
146
116
146
132
144
114
8
26
146
Weighted total
-
-
100
40
98
64
-
100
82
100
92
100
75
7
19
100
Growth of business
-%
-%
68%
80%
68%
70%
-%
68%
70%
68%
69%
69%
66%
79%
75%
68%
Increase use of direct
-
-
10
1
10
5
-
10
7
10
7
10
9
*
1
10
mail for marketing
-%
-%
7%
1%
7%
5%
-%
7%
6%
7%
5%
7%
8%
6%
4%
7%
Ability to reach more
-
-
5
4
4
2
-
5
3
5
5
5
3
2
-
5
customers
-%
-%
3%
8%
3%
2%
-%
3%
2%
3%
3%
3%
2%
21%
-%
3%
-
-
4
2
4
2
-
4
2
4
4
4
4
-
-
4
Innovative services
-%
-%
2%
4%
2%
2%
-%
2%
2%
2%
3%
2%
3%
-%
-%
2%
Increase in fulfilment (fulfilling customer orders by mailing out
-
-
3
-
3
1
-
3
1
3
2
3
1
1
1
3
items)
-%
-%
2%
-%
2%
1%
-%
2%
1%
2%
2%
2%
1%
15%
5%
2%
More items being sent to
-
-
2
*
2
2
-
2
2
2
2
2
1
-
1
2
existing clients
-%
-%
2%
1%
2%
2%
-%
2%
2%
2%
2%
2%
1%
-%
5%
2%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
39
13
39
26
-
39
31
39
34
37
32
2
5
39
Other (PLEASE SPECIFY)
-%
-%
27%
27%
27%
28%
-%
27%
27%
27%
26%
26%
28%
21%
19%
27%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qs2A. What Would You Say Are The Reasons For The Expected Increase? Base: All Respondents Who Anticipate Volume Of Mail To Increase

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
*b
a
b
a
c
*b
a
Significance Level: 95%
3
63
99
55
8
107
3
155
52
106
94
20
43
158
Unweighted total
1
61
90
54
10
98
1
144
46
99
88
22
36
146
Weighted total
1
42
61
38
6
67
1
99
27
72
53
21
25
100
Growth of business
100%
68%
68%
70%
62%
69%
67%
68%
59%
73%
60%
99%
72%
68%
Increase use of direct
-
4
5
5
*
7
-
10
3
7
7
-
3
10
mail for marketing
-%
7%
6%
9%
2%
7%
-%
7%
7%
7%
8%
-%
8%
7%
Ability to reach more
-
2
5
-
-
5
-
5
-
5
4
-
*
5
customers
-%
4%
5%
-%
-%
5%
-%
3%
-%
5%
5%
-%
1%
3%
-
4
2
2
-
2
-
4
-
4
-
-
4
4
Innovative services
-%
6%
2%
3%
-%
2%
-%
2%
-%
4%
-%
-%
10%
2%
c
Increase in fulfilment (fulfilling customer orders by mailing out
-
*
2
*
-
2
-
3
1
2
2
*
-
3
items)
-%
*%
2%
1%
-%
2%
-%
2%
1%
2%
3%
2%
-%
2%
More items being sent to
-
-
2
-
-
1
-
2
2
*
1
1
-
2
existing clients
-%
-%
2%
-%
-%
1%
-%
2%
4%
*%
1%
6%
-%
2%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
17
25
14
4
27
*
39
15
24
29
*
9
39
Other (PLEASE SPECIFY)
-%
28%
27%
26%
38%
27%
33%
27%
33%
24%
33%
1%
27%
27%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qs2A. What Would You Say Are The Reasons For The Expected Increase? Base: All Respondents Who Anticipate Volume Of Mail To Increase

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
45
33
38
42
158
Unweighted total
46
22
42
36
146
Weighted total
32
17
29
22
100
Growth of business
70%
75%
68%
62%
68%
Increase use of direct
7
1
2
*
10
mail for marketing
15%
4%
6%
*%
7%
a
Ability to reach more
-
2
-
2
5
customers
-%
10%
-%
6%
3%
bd
2
2
-
-
4
Innovative services
4%
8%
-%
-%
2%
Increase in fulfilment (fulfilling customer orders by mailing out
-
-
*
2
3
items)
-%
-%
1%
7%
2%
More items being sent to
-
*
1
1
2
existing clients
-%
*%
3%
2%
2%
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
9
5
13
13
39
Other (PLEASE SPECIFY)
19%
23%
30%
36%
27%
Columns Tested: a,b,c,d

## Qs2B. What Is The Main Reason For The Expected Increase In Volumes Of Post? Please Choose The Most Important Reason. Base: All With 2 Or More Reasons For An Increase In Volume Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
*m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
10
3
2
2
1
-
1
5
2
1
-
-
-
17
Unweighted total
12
1
1
1
1
-
*
9
1
*
-
-
-
15
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Innovative services
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Ability to reach more
-
-
-
-
-
-
-
-
-
-
-
-
-
-
customers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
9
1
1
1
1
-
*
7
*
-
-
-
-
11
Growth of business
73%
90%
100%
100%
100%
-%
100%
80%
13%
-%
-%
-%
-%
77%
Increase use of direct
1
*
-
-
-
-
-
-
1
-
-
-
-
1
mail for marketing
11%
10%
-%
-%
-%
-%
-%
-%
87%
-%
-%
-%
-%
10%
More items being sent to
-
-
-
-
-
-
-
-
-
-
-
-
-
-
existing clients
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Increase in fulfilment (fulfilling customer orders by mailing out
-
-
-
-
-
-
-
-
-
-
-
-
-
-
items)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
-
-
-
-
-
-
2
-
*
-
-
-
2
QS2a other
16%
-%
-%
-%
-%
-%
-%
20%
-%
100%
-%
-%
-%
13%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QS2b. What is the main reason for the expected increase in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an increase in volume
|                                                   |           |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *d                                                | *c        | *b        | *a        | *b     | *a  | *b    | *a    | *f  | *e   | *d                    | *c         | *b         | *a              |
| Significance Level: 95%                           |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 7                                                 | 1         | 7         | 2         | 1      | 16  | 5     | 12    | 5   | -    | 1                     | 2          | 2          | 12              |
| 17                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | 2         | 7         | 1         | 2      | 13  | 4     | 11    | 1   | -    | *                     | *          | *          | 14              |
| 15                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Cheaper / Lower Prices                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Better quality                                    |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Innovative services                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Ability to reach more                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| customers                                         |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 2         | 4         | 1         | 2      | 10  | 2     | 9     | *   | -    | -                     | *          | *          | 11              |
| 11                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Growth of business                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 94%                                               | 100%      | 58%       | 100%      | 100%   | 74% | 63%   | 82%   | 60% | -%   | -%                    | 37%        | 100%       | 78%             |
| 77%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Increase use of direct                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 1         | -         | -      | 1   | 1     | -     | *   | -    | *                     | -          | -          | 1               |
| 1                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| mail for marketing                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | 18%       | -%        | -%     | 11% | 37%   | -%    | 15% | -%   | 100%                  | -%         | -%         | 9%              |
| 10%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| More items being sent to                          |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| existing clients                                  |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Increase in fulfilment                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| (fulfilling customer                              |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| orders by mailing out                             |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| items)                                            |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Because of the recession                          |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 2         | -         | -      | 2   | -     | 2     | *   | -    | -                     | *          | -          | 2               |
| 2                                                 |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| QS2a other                                        |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | -%        | 25%       | -%        | -%     | 15% | -%    | 18%   | 26% | -%   | -%                    | 63%        | -%         | 13%             |
| 13%                                               |           |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |     |       |       |     |      |                       |            |            |                 |

## Qs2B. What Is The Main Reason For The Expected Increase In Volumes Of Post? Please Choose The Most Important Reason. Base: All With 2 Or More Reasons For An Increase In Volume

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
*b
*a
*b
*a
*e
*d
*c
*b
*a
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
8
6
4
10
4
3
2
1
7
1
3
3
3
2
3
2
17
Unweighted total
10
3
7
6
4
4
*
1
6
*
1
5
1
2
4
2
15
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Innovative services
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Ability to reach more
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
customers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
7
3
5
4
*
4
*
1
6
*
*
2
1
2
4
2
11
Growth of business
68%
89%
81%
64%
13%
100%
43%
100%
100%
100%
62%
37%
100%
100%
100%
100%
77%
Increase use of direct
1
*
1
*
1
-
-
-
-
-
*
1
-
-
-
-
1
mail for marketing
13%
4%
19%
2%
38%
-%
-%
-%
-%
-%
14%
27%
-%
-%
-%
-%
10%
More items being sent to
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
existing clients
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Increase in fulfilment (fulfilling customer orders by mailing out
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
items)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
*
-
2
2
-
*
-
-
-
*
2
-
-
-
-
2
QS2a other
19%
7%
-%
34%
49%
-%
57%
-%
-%
-%
24%
37%
-%
-%
-%
-%
13%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QS2b. What is the main reason for the expected increase in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an increase in volume
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
*b
*a
*c
*b
*a
*f
*e
*d
*c
*b
*a
*c
*b
*a
Significance Level: 95%
14
11
8
15
13
16
7
13
16
11
15
9
4
4
17
Unweighted total
12
10
4
12
11
14
5
11
13
9
12
7
3
5
15
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Innovative services
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Ability to reach more
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
customers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
9
8
3
9
10
11
3
10
10
7
9
7
2
3
11
Growth of business
72%
85%
92%
73%
97%
76%
55%
97%
74%
76%
73%
96%
60%
61%
77%
Increase use of direct
1
1
*
1
*
1
*
*
1
*
1
*
1
-
1
mail for marketing
12%
13%
3%
11%
1%
10%
2%
1%
11%
1%
11%
2%
40%
-%
10%
More items being sent to
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
existing clients
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Increase in fulfilment (fulfilling customer orders by mailing out
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
items)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
*
*
2
*
2
2
*
2
2
2
*
-
2
2
QS2a other
17%
2%
5%
16%
2%
14%
43%
2%
15%
23%
16%
3%
-%
39%
13%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QS2b. What is the main reason for the expected increase in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an increase in volume
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
*c
*b
*a
*c
*b
*a
*f
*e
*d
*c
*b
*a
*c
*b
*a
Significance Level: 95%
-
-
17
10
16
9
-
17
12
16
13
16
12
1
4
17
Unweighted total
-
-
15
9
15
7
-
15
10
15
11
15
11
2
2
15
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Innovative services
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Ability to reach more
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
customers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
11
7
11
6
-
11
7
11
11
11
8
2
2
11
Growth of business
-%
-%
77%
77%
77%
78%
-%
77%
66%
77%
97%
77%
70%
100%
91%
77%
Increase use of direct
-
-
1
*
1
1
-
1
1
1
*
1
1
-
-
1
mail for marketing
-%
-%
10%
1%
10%
19%
-%
10%
14%
10%
1%
10%
13%
-%
-%
10%
More items being sent to
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
existing clients
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Increase in fulfilment (fulfilling customer orders by mailing out
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
items)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
2
2
2
*
-
2
2
2
*
2
2
-
*
2
QS2a other
-%
-%
13%
22%
14%
3%
-%
13%
20%
14%
2%
14%
17%
-%
9%
13%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QS2b. What is the main reason for the expected increase in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an increase in volume
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
*a
*b
*a
*b
*a
*b
*a
*b
*a
*c
*b
*a
Significance Level: 95%
-
10
10
7
1
11
-
17
4
13
8
2
7
17
Unweighted total
-
8
10
5
*
11
-
15
2
13
7
2
6
15
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Innovative services
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Ability to reach more
-
-
-
-
-
-
-
-
-
-
-
-
-
-
customers
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
6
8
3
-
8
-
11
2
9
5
2
4
11
Growth of business
-%
80%
87%
58%
-%
73%
-%
77%
100%
73%
78%
100%
70%
77%
Increase use of direct
-
1
1
*
-
1
-
1
-
1
1
-
*
1
mail for marketing
-%
18%
13%
2%
-%
11%
-%
10%
-%
11%
19%
-%
2%
10%
More items being sent to
-
-
-
-
-
-
-
-
-
-
-
-
-
-
existing clients
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Increase in fulfilment (fulfilling customer orders by mailing out
-
-
-
-
-
-
-
-
-
-
-
-
-
-
items)
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
*
-
2
*
2
-
2
-
2
*
-
2
2
QS2a other
-%
2%
-%
40%
100%
16%
-%
13%
-%
16%
3%
-%
29%
13%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QS2b. What is the main reason for the expected increase in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an increase in volume
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
*d
*c
*b
*a
Significance Level: 95%
3
5
4
5
17
Unweighted total
4
5
3
3
15
Weighted total
-
-
-
-
-
Cheaper / Lower Prices
-%
-%
-%
-%
-%
-
-
-
-
-
Better quality
-%
-%
-%
-%
-%
-
-
-
-
-
Innovative services
-%
-%
-%
-%
-%
Ability to reach more
-
-
-
-
-
customers
-%
-%
-%
-%
-%
2
5
1
3
11
Growth of business
64%
98%
43%
100%
77%
Increase use of direct
1
*
-
-
1
mail for marketing
36%
2%
-%
-%
10%
More items being sent to
-
-
-
-
-
existing clients
-%
-%
-%
-%
-%
Increase in fulfilment (fulfilling customer orders by mailing out
-
-
-
-
-
items)
-%
-%
-%
-%
-%
-
-
-
-
-
Because of the recession
-%
-%
-%
-%
-%
-
-
2
-
2
QS2a other
-%
-%
57%
-%
13%
Columns Tested: a,b,c,d

## Qs3A. What Would You Say Are The Reasons For The Expected Decrease? Base: All Who Anticipate Volume Of Mail To Decrease Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
j
*i
*h
*g
f
*e
*d
*c
*b
*a
Significance Level: 95%
156
25
22
39
16
12
17
39
20
15
10
15
12
242
Unweighted total
207
9
7
17
15
24
22
52
20
16
15
25
18
240
Weighted total Increase use of emailing
104
3
2
10
4
11
9
30
6
12
9
13
9
119
services
50%
35%
24%
60%
29%
46%
41%
58%
28%
74%
62%
54%
51%
50%
53
3
*
5
7
6
2
14
8
7
-
3
7
62
Postal costs
26%
40%
6%
29%
44%
27%
8%
26%
39%
41%
-%
13%
39%
26%
Use of new/digital
49
1
4
5
7
8
8
7
4
3
4
4
4
59
communication methods
24%
12%
53%
30%
46%
36%
34%
14%
20%
17%
25%
17%
20%
25%
13
-
-
1
-
2
-
4
3
1
2
-
2
14
Downsizing the company
6%
-%
-%
6%
-%
9%
-%
7%
13%
8%
12%
-%
10%
6%
Increase use of social
11
*
-
*
1
6
2
2
-
*
-
-
-
12
media
6%
3%
-%
3%
9%
27%
8%
3%
-%
1%
-%
-%
-%
5%
Electronic technology is
10
*
-
1
2
2
-
2
3
-
-
-
2
12
more reliable / faster
5%
6%
-%
6%
11%
9%
-%
4%
13%
-%
-%
-%
10%
5%
Less effective than other communications
9
-
-
-
1
2
2
2
-
-
-
2
-
9
media
4%
-%
-%
-%
9%
9%
9%
3%
-%
-%
-%
9%
-%
4%
Poor customer service
7
-
*
1
-
-
2
4
-
-
2
-
-
8
/unreliable service
4%
-%
2%
6%
-%
-%
8%
7%
-%
-%
13%
-%
-%
3%
4
1
*
-
-
-
-
2
-
-
-
2
-
6
Because of the recession
2%
17%
7%
-%
-%
-%
-%
3%
-%
-%
-%
9%
-%
2%
4
-
-
-
4
-
-
*
-
-
-
-
-
4
Environmental costs
2%
-%
-%
-%
26%
-%
-%
1%
-%
-%
-%
-%
-%
2%
Relocation of staff /
*
-
-
*
-
-
-
-
-
*
-
-
-
*
company
*%
-%
-%
1%
-%
-%
-%
-%
-%
1%
-%
-%
-%
*%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*
-
*
-
-
-
-
*
-
-
-
-
-
1
More BACS payments
*%
-%
7%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
18
-
1
1
1
-
4
6
1
-
-
4
2
20
Other
9%
-%
13%
6%
9%
-%
16%
11%
6%
-%
-%
17%
10%
8%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qs3A. What Would You Say Are The Reasons For The Expected Decrease? Base: All Who Anticipate Volume Of Mail To Decrease

|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *d                                                | *c        |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | a                       | f         |        |     |       |       |     |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 20                                                | 19        | 49                      | 154       | 15     | 227 | 79    | 163   | 61  | 6    | 8                     | 10         | 37         | 181             |
| 242                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                                                 | 11        | 39                      | 180       | 8      | 232 | 75    | 165   | 9   | 1    | 1                     | 1          | 6          | 230             |
| 240                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Increase use of emailing                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 4         | 22                      | 90        | 5      | 114 | 37    | 82    | 5   | *    | 1                     | *          | 3          | 114             |
| 119                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| services                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 37%                                               | 31%       | 56%                     | 50%       | 57%    | 49% | 49%   | 50%   | 48% | 13%  | 40%                   | 30%        | 59%        | 50%             |
| 50%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4                                                 | 4         | 9                       | 45        | *      | 62  | 28    | 34    | 4   | -    | 1                     | 1          | 2          | 58              |
| 62                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Postal costs                                      |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 47%                                               | 33%       | 23%                     | 25%       | 5%     | 27% | 37%   | 21%   | 38% | -%   | 57%                   | 75%        | 31%        | 25%             |
| 26%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Use of new/digital                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | 3         | 8                       | 47        | 2      | 57  | 19    | 40    | 3   | *    | *                     | *          | 2          | 56              |
| 59                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| communication methods                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 11%                                               | 24%       | 21%                     | 26%       | 24%    | 25% | 26%   | 24%   | 27% | 17%  | 26%                   | 25%        | 29%        | 24%             |
| 25%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *                       | 14        | -      | 14  | 5     | 9     | -   | -    | -                     | -          | -          | 14              |
| 14                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Downsizing the company                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 1%                      | 8%        | -%     | 6%  | 7%    | 5%    | -%  | -%   | -%                    | -%         | -%         | 6%              |
| 6%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| f                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Increase use of social                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2                       | 10        | 3      | 9   | 2     | 10    | *   | *    | -                     | -          | *          | 12              |
| 12                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| media                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 6%                      | 5%        | 35%    | 4%  | 3%    | 6%    | 4%  | 13%  | -%                    | -%         | 5%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Electronic technology is                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 3                       | 7         | -      | 12  | 6     | 6     | 1   | -    | *                     | -          | *          | 11              |
| 12                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| more reliable / faster                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | 16%       | 7%                      | 4%        | -%     | 5%  | 8%    | 4%    | 6%  | -%   | 15%                   | -%         | 6%         | 5%              |
| 5%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Less effective than                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| other communications                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 2                       | 5         | *      | 9   | 2     | 7     | *   | -    | -                     | -          | *          | 9               |
| 9                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| media                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 21%                                               | -%        | 6%                      | 3%        | 2%     | 4%  | 3%    | 4%    | 2%  | -%   | -%                    | -%         | 2%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Poor customer service                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | *                       | 6         | *      | 8   | 4     | 4     | *   | *    | -                     | *          | -          | 8               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| /unreliable service                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | 17%       | 1%                      | 3%        | 3%     | 4%  | 6%    | 3%    | 3%  | 17%  | -%                    | 8%         | -%         | 4%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | *                       | 5         | -      | 6   | -     | 6     | -   | -    | -                     | -          | -          | 6               |
| 6                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Because of the recession                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | -%        | 1%                      | 3%        | -%     | 3%  | -%    | 4%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | 4         | *      | 4   | *     | 4     | *   | *    | -                     | *          | -          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Environmental costs                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | 2%        | 2%     | 2%  | *%    | 2%    | 3%  | 17%  | -%                    | 10%        | -%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Relocation of staff /                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | -                       | -         | *      | *   | -     | *     | *   | *    | -                     | -          | *          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| company                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2%                                                | 1%        | -%                      | -%        | 1%     | *%  | -%    | *%    | 3%  | 23%  | -%                    | -%         | 2%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Too complicated - hard                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| to understand what the                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| best mailing option is                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | 1         | -      | 1   | -     | 1     | *   | -    | -                     | -          | *          | *               |
| 1                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| More BACS payments                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | *%        | -%     | *%  | -%    | *%    | 2%  | -%   | -%                    | -%         | 2%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 2                       | 18        | -      | 20  | 6     | 13    | *   | -    | -                     | *          | -          | 20              |
| 20                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 5%                      | 10%       | -%     | 8%  | 8%    | 8%    | 2%  | -%   | -%                    | 10%        | -%         | 8%              |
| 8%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't Know                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |

## Qs3A. What Would You Say Are The Reasons For The Expected Decrease? Base: All Who Anticipate Volume Of Mail To Decrease

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
*b
*a
*b
a
*e
*d
*c
*b
a
*g
*f
*e
d
*c
b
a
Significance Level: 95%
26
21
14
32
4
4
5
13
216
3
12
17
42
29
72
67
242
Unweighted total
29
15
15
29
2
1
4
7
225
*
4
8
40
32
76
79
240
Weighted total Increase use of emailing
15
6
11
10
2
1
4
3
109
*
1
7
26
16
40
29
119
services
50%
38%
70%
34%
93%
88%
84%
46%
48%
30%
28%
84%
64%
52%
52%
36%
50%
a
5
2
2
5
1
*
2
1
58
-
2
2
8
11
22
18
62
Postal costs
17%
16%
13%
19%
68%
16%
54%
11%
26%
-%
60%
25%
19%
34%
28%
22%
26%
Use of new/digital
8
4
3
10
-
*
*
1
57
*
1
1
5
14
16
22
59
communication methods
28%
29%
18%
34%
-%
12%
4%
16%
25%
30%
18%
9%
12%
43%
22%
28%
25%
-
2
-
2
-
-
-
*
14
-
-
-
3
2
4
6
14
Downsizing the company
-%
12%
-%
6%
-%
-%
-%
6%
6%
-%
-%
-%
6%
6%
5%
8%
6%
Increase use of social
-
-
-
-
-
-
-
*
12
-
-
*
-
1
5
6
12
media
-%
-%
-%
-%
-%
-%
-%
1%
5%
-%
-%
2%
-%
4%
6%
7%
5%
Electronic technology is
-
-
-
-
-
-
-
*
11
-
2
*
2
3
1
3
12
more reliable / faster
-%
-%
-%
-%
-%
-%
-%
3%
5%
-%
48%
2%
6%
9%
2%
4%
5%
Less effective than other communications
-
-
-
-
-
-
-
-
9
-
-
*
2
-
3
4
9
media
-%
-%
-%
-%
-%
-%
-%
-%
4%
-%
-%
2%
4%
-%
4%
5%
4%
Poor customer service
2
2
-
4
*
-
-
-
8
*
-
*
*
-
2
5
8
/unreliable service
6%
12%
-%
12%
7%
-%
-%
-%
4%
39%
-%
1%
1%
-%
3%
7%
3%
*
-
-
*
-
-
-
-
6
-
-
*
-
-
1
4
6
Because of the recession
2%
-%
-%
2%
-%
-%
-%
-%
3%
-%
-%
6%
-%
-%
1%
6%
2%
1
1
1
1
-
-
1
-
3
-
-
1
-
1
2
-
4
Environmental costs
5%
10%
9%
5%
-%
-%
31%
-%
1%
-%
-%
16%
-%
4%
2%
-%
2%
Relocation of staff /
-
*
-
*
-
-
-
*
*
-
*
*
-
-
-
-
*
company
-%
1%
-%
*%
-%
-%
-%
1%
*%
-%
3%
2%
-%
-%
-%
-%
*%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
1
-
-
-
-
-
*
*
1
More BACS payments
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
1%
*%
4
2
2
4
-
-
-
2
18
-
-
-
2
2
7
9
20
Other
14%
12%
12%
14%
-%
-%
-%
29%
8%
-%
-%
-%
5%
6%
9%
11%
8%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qs3A. What Would You Say Are The Reasons For The Expected Decrease? Base: All Who Anticipate Volume Of Mail To Decrease

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
192
168
41
228
92
199
68
111
230
154
229
63
58
120
242
Unweighted total
182
166
32
223
83
198
50
103
227
140
227
55
63
121
240
Weighted total Increase use of emailing
92
82
16
111
45
103
27
53
112
73
112
28
25
65
119
services
51%
50%
50%
50%
53%
52%
55%
51%
49%
52%
49%
52%
39%
54%
50%
53
44
8
60
23
48
18
24
61
35
61
10
15
36
62
Postal costs
29%
27%
24%
27%
28%
24%
35%
23%
27%
25%
27%
19%
24%
30%
26%
Use of new/digital
34
43
10
54
30
48
7
30
56
34
56
12
19
28
59
communication methods
19%
26%
32%
24%
36%
24%
14%
29%
25%
24%
25%
22%
30%
23%
25%
b
e
12
8
-
14
-
11
4
2
14
5
14
4
4
7
14
Downsizing the company
7%
5%
-%
6%
-%
6%
7%
2%
6%
3%
6%
7%
6%
5%
6%
a
Increase use of social
9
4
*
10
4
10
3
2
10
3
10
3
2
7
12
media
5%
2%
*%
5%
4%
5%
6%
2%
5%
2%
5%
5%
4%
6%
5%
Electronic technology is
8
7
*
12
3
12
4
5
12
7
12
*
1
10
12
more reliable / faster
4%
4%
2%
5%
4%
6%
8%
5%
5%
5%
5%
*%
2%
8%
5%
c
Less effective than other communications
7
9
2
9
5
7
*
7
9
6
9
-
7
2
9
media
4%
6%
6%
4%
6%
4%
*%
7%
4%
4%
4%
-%
11%
2%
4%
e
ac
Poor customer service
8
8
*
8
4
7
3
3
8
5
8
*
2
6
8
/unreliable service
5%
5%
2%
4%
5%
3%
6%
2%
4%
3%
4%
*%
3%
5%
3%
3
4
2
4
2
4
-
4
4
3
4
1
2
3
6
Because of the recession
2%
2%
7%
2%
2%
2%
-%
4%
2%
2%
2%
2%
4%
2%
2%
b
3
4
-
4
1
3
1
3
4
3
4
1
1
1
4
Environmental costs
2%
3%
-%
2%
2%
1%
3%
3%
2%
2%
2%
3%
2%
1%
2%
Relocation of staff /
*
*
-
*
*
*
*
*
*
*
*
*
*
-
*
company
*%
*%
-%
*%
*%
*%
1%
*%
*%
*%
*%
*%
*%
-%
*%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
*
1
-
1
-
*
*
-
1
*
1
-
-
1
1
More BACS payments
*%
*%
-%
*%
-%
*%
*%
-%
*%
*%
*%
-%
-%
1%
*%
17
13
2
17
4
17
4
6
17
12
17
4
6
10
20
Other
10%
8%
7%
8%
5%
9%
8%
6%
8%
8%
8%
7%
9%
8%
8%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qs3A. What Would You Say Are The Reasons For The Expected Decrease? Base: All Who Anticipate Volume Of Mail To Decrease

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
*c
b
*a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
-
242
-
67
238
150
1
240
189
238
207
238
170
5
66
242
Unweighted total
-
240
-
53
233
144
2
236
176
234
194
234
178
4
55
240
Weighted total Increase use of emailing
-
119
-
29
117
77
-
117
95
118
105
118
90
1
28
119
services
-%
50%
-%
55%
50%
54%
-%
49%
54%
51%
54%
51%
51%
35%
52%
50%
-
62
-
20
59
38
-
62
45
59
47
59
38
3
19
62
Postal costs
-%
26%
-%
38%
25%
26%
-%
26%
26%
25%
24%
25%
21%
63%
35%
26%
b
c
Use of new/digital
-
59
-
15
54
41
-
57
47
55
49
55
46
2
11
59
communication methods
-%
25%
-%
28%
23%
28%
-%
24%
27%
23%
25%
23%
26%
51%
20%
25%
-
14
-
-
14
8
-
14
8
14
9
14
13
-
1
14
Downsizing the company
-%
6%
-%
-%
6%
6%
-%
6%
5%
6%
5%
6%
7%
-%
2%
6%
c
Increase use of social
-
12
-
*
12
2
-
12
6
12
10
12
12
-
-
12
media
-%
5%
-%
1%
5%
1%
-%
5%
3%
5%
5%
5%
7%
-%
-%
5%
a
a
Electronic technology is
-
12
-
2
9
5
-
12
7
9
9
9
7
-
4
12
more reliable / faster
-%
5%
-%
3%
4%
3%
-%
5%
4%
4%
5%
4%
4%
-%
7%
5%
Less effective than other communications
-
9
-
3
7
3
-
9
7
7
5
7
7
-
2
9
media
-%
4%
-%
6%
3%
2%
-%
4%
4%
3%
3%
3%
4%
-%
4%
4%
Poor customer service
-
8
-
*
8
6
-
8
8
8
8
8
6
-
3
8
/unreliable service
-%
3%
-%
1%
4%
4%
-%
4%
4%
4%
4%
4%
3%
-%
5%
3%
-
6
-
2
6
5
-
6
5
6
6
6
3
-
*
6
Because of the recession
-%
2%
-%
4%
3%
3%
-%
2%
3%
2%
3%
2%
2%
-%
1%
2%
-
4
-
1
4
3
-
4
3
4
4
4
4
-
*
4
Environmental costs
-%
2%
-%
3%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
*%
2%
Relocation of staff /
-
*
-
-
*
*
-
*
*
*
*
*
*
*
-
*
company
-%
*%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
3%
-%
*%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
1
-
-
1
*
-
1
1
1
1
1
*
-
*
1
More BACS payments
-%
*%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
*%
*%
-
20
-
3
18
6
2
18
7
18
9
18
16
-
3
20
Other
-%
8%
-%
5%
8%
4%
100%
8%
4%
8%
4%
8%
9%
-%
6%
8%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qs3A. What Would You Say Are The Reasons For The Expected Decrease? Base: All Who Anticipate Volume Of Mail To Decrease

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
*b
*a
Significance Level: 95%
1
44
158
80
34
138
10
232
35
207
202
16
23
242
Unweighted total
2
41
152
83
36
131
9
231
38
202
203
14
20
240
Weighted total
Increase use of emailing
-
19
78
40
17
70
4
115
20
98
105
6
5
119
services
-%
47%
51%
49%
47%
53%
43%
50%
54%
49%
52%
45%
24%
50%
-
9
33
27
11
25
*
62
4
58
52
3
7
62
Postal costs
-%
21%
21%
32%
30%
19%
6%
27%
10%
29%
25%
22%
37%
26%
b
Use of new/digital
-
11
35
24
11
30
*
58
12
47
52
3
3
59
communication methods
-%
26%
23%
29%
30%
23%
6%
25%
31%
23%
25%
19%
13%
25%
-
2
13
1
-
11
4
11
2
12
12
2
-
14
Downsizing the company
-%
4%
8%
2%
-%
8%
41%
5%
6%
6%
6%
13%
-%
6%
a
Increase use of social
-
-
8
4
4
4
-
12
4
9
12
-
-
12
media
-%
-%
5%
5%
10%
3%
-%
5%
9%
4%
6%
-%
-%
5%
Electronic technology is
-
-
2
8
5
2
-
12
-
12
10
*
1
12
more reliable / faster
-%
-%
1%
10%
14%
1%
-%
5%
-%
6%
5%
3%
6%
5%
b
a
Less effective than other communications
-
-
*
9
4
1
-
9
-
9
9
*
-
9
media
-%
-%
*%
11%
12%
1%
-%
4%
-%
5%
4%
1%
-%
4%
b
a
Poor customer service
2
2
-
8
6
-
-
8
-
8
4
*
4
8
/unreliable service
100%
4%
-%
10%
17%
-%
-%
4%
-%
4%
2%
3%
18%
3%
b
a
-
3
1
3
-
1
-
6
-
6
4
-
2
6
Because of the recession
-%
6%
1%
3%
-%
1%
-%
3%
-%
3%
2%
-%
11%
2%
-
3
4
-
-
4
-
4
-
4
4
-
-
4
Environmental costs
-%
7%
3%
-%
-%
3%
-%
2%
-%
2%
2%
-%
-%
2%
Relocation of staff /
-
*
*
-
-
*
-
*
*
*
*
-
*
*
company
-%
*%
*%
-%
-%
*%
-%
*%
*%
*%
*%
-%
1%
*%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
*
*
-
*
-
1
-
1
1
-
-
1
More BACS payments
-%
-%
*%
*%
-%
*%
-%
*%
-%
*%
*%
-%
-%
*%
-
4
15
4
1
12
1
19
11
8
13
4
3
20
Other
-%
10%
10%
5%
4%
9%
11%
8%
30%
4%
6%
28%
13%
8%
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qs3A. What Would You Say Are The Reasons For The Expected Decrease? Base: All Who Anticipate Volume Of Mail To Decrease

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
b
a
c
*b
*a
Significance Level: 95%
1
44
158
80
34
138
10
232
35
207
202
16
23
242
Unweighted total
2
41
152
83
36
131
9
231
38
202
203
14
20
240
Weighted total
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qs3A. What Would You Say Are The Reasons For The Expected Decrease? Base: All Who Anticipate Volume Of Mail To Decrease

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
56
62
57
67
242
Unweighted total
57
67
61
54
240
Weighted total Increase use of emailing
24
36
36
22
119
services
42%
53%
59%
41%
50%
13
16
12
21
62
Postal costs
23%
23%
20%
39%
26%
b
Use of new/digital
15
15
13
16
59
communication methods
27%
23%
21%
29%
25%
1
5
7
*
14
Downsizing the company
2%
7%
12%
1%
6%
ad
Increase use of social
1
8
3
-
12
media
1%
12%
6%
-%
5%
ad
Electronic technology is
1
*
2
7
12
more reliable / faster
3%
1%
4%
14%
5%
cd
Less effective than other communications
2
2
3
2
9
media
4%
3%
5%
4%
4%
Poor customer service
*
-
5
4
8
/unreliable service
*%
-%
8%
7%
3%
cd
c
3
3
-
*
6
Because of the recession
5%
4%
-%
1%
2%
*
1
1
1
4
Environmental costs
*%
2%
2%
2%
2%
Relocation of staff /
-
-
*
*
*
company
-%
-%
*%
*%
*%
Too complicated - hard to understand what the
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-
-
-
1
1
More BACS payments
-%
-%
-%
1%
*%
7
4
5
4
20
Other
12%
5%
9%
7%
8%
-
-
-
-
-
Don't Know
-%
-%
-%
-%
-%
Columns Tested: a,b,c,d

## Qs3B. What Is The Main Reason For The Expected Decrease In Volumes Of Post? Please Choose The Most Important Reason. Base: All With 2 Or More Reasons For An Decrease In Volume Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
*l
*k
*j
*i
*h
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
43
1
4
12
8
5
2
15
1
5
1
3
3
60
Unweighted total
56
*
1
5
9
11
4
14
1
5
2
5
5
62
Weighted total
20
-
*
2
3
2
-
6
1
4
-
2
2
22
Postal costs
37%
-%
27%
36%
30%
20%
-%
44%
100%
76%
-%
46%
33%
36%
Increase use of emailing
19
-
1
2
1
4
2
4
-
1
2
2
2
22
services
34%
-%
73%
45%
14%
40%
50%
29%
-%
24%
100%
54%
33%
35%
Use of new/digital
7
-
-
*
3
2
2
-
-
-
-
-
-
7
communication methods
12%
-%
-%
2%
28%
20%
50%
-%
-%
-%
-%
-%
-%
11%
Increase use of social
2
-
-
-
-
-
-
2
-
-
-
-
-
2
media
3%
-%
-%
-%
-%
-%
-%
13%
-%
-%
-%
-%
-%
3%
1
-
-
-
1
-
-
-
-
-
-
-
-
1
Environmental costs
2%
-%
-%
-%
14%
-%
-%
-%
-%
-%
-%
-%
-%
2%
-
*
-
-
-
-
-
-
-
-
-
-
-
*
Because of the recession
-%
100%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Less effective than other communications
-
-
-
-
-
-
-
-
-
-
-
-
-
-
media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Downsizing the company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Relocation of staff /
-
-
-
-
-
-
-
-
-
-
-
-
-
-
company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
7
-
-
1
1
2
-
2
-
-
-
-
2
8
QS3a other
13%
-%
-%
18%
14%
20%
-%
13%
-%
-%
-%
-%
33%
13%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QS3b. What is the main reason for the expected decrease in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an decrease in volume
|                                                   |                         |           |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-------------------------|-----------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k               | £1k-£2.5k | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k                     |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *d                                                | *c                      | *b        |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *b                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *f                                                | *e                      | *d        | *c        | *b     |     |       |       |     |      |                       |            |            |                 |
| a                                                 | Significance Level: 95% |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | 3                       | 12        | 40        | 3      | 57  | 23    | 37    | 15  | -    | 2                     | 4          | 9          | 45              |
| 60                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1                       | 8         | 51        | 2      | 60  | 22    | 40    | 2   | -    | *                     | 1          | 1          | 60              |
| 62                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | *                       | 3         | 17        | *      | 22  | 10    | 12    | 1   | -    | *                     | *          | 1          | 21              |
| 22                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Postal costs                                      |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 67%                                               | 40%                     | 40%       | 34%       | 5%     | 37% | 44%   | 31%   | 57% | -%   | 100%                  | 73%        | 43%        | 35%             |
| 36%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Increase use of emailing                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | *                       | 5         | 16        | 2      | 19  | 7     | 14    | 1   | -    | -                     | *          | 1          | 21              |
| 22                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| services                                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 28%                                               | 60%                     | 60%       | 31%       | 95%    | 32% | 32%   | 36%   | 38% | -%   | -%                    | 27%        | 50%        | 35%             |
| 35%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Use of new/digital                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | -                       | -         | 7         | -      | 7   | 2     | 4     | *   | -    | -                     | -          | *          | 7               |
| 7                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| communication methods                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                                                | -%                      | -%        | 13%       | -%     | 11% | 9%    | 11%   | 5%  | -%   | -%                    | -%         | 8%         | 11%             |
| 11%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Increase use of social                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | 2         | -      | 2   | -     | 2     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| media                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | 4%        | -%     | 3%  | -%    | 5%    | -%  | -%   | -%                    | -%         | -%         | 3%              |
| 3%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | 1         | -      | 1   | -     | 1     | -   | -    | -                     | -          | -          | 1               |
| 1                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Environmental costs                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | 3%        | -%     | 2%  | -%    | 3%    | -%  | -%   | -%                    | -%         | -%         | 2%              |
| 2%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | *         | -      | *   | -     | *     | -   | -    | -                     | -          | -          | *               |
| *                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Because of the recession                          |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | 1%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Too complicated - hard                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| to understand what the                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| best mailing option is                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Less effective than                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| other communications                              |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| media                                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Downsizing the company                            |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Relocation of staff /                             |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| company                                           |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -                       | -         | 8         | -      | 8   | 3     | 5     | -   | -    | -                     | -          | -          | 8               |
| 8                                                 |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| QS3a other                                        |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%                      | -%        | 16%       | -%     | 13% | 14%   | 12%   | -%  | -%   | -%                    | -%         | -%         | 13%             |
| 13%                                               |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |                         |           |           |        |     |       |       |     |      |                       |            |            |                 |

## Qs3B. What Is The Main Reason For The Expected Decrease In Volumes Of Post? Please Choose The Most Important Reason. Base: All With 2 Or More Reasons For An Decrease In Volume

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
*b
*a
*b
*a
*e
*d
*c
*b
a
*g
*f
*e
*d
*c
*b
*a
Significance Level: 95%
4
2
3
2
1
1
2
3
53
-
2
8
7
8
20
15
60
Unweighted total
5
1
3
3
1
*
3
1
57
-
*
4
6
9
23
19
62
Weighted total
1
1
-
3
1
-
-
*
21
-
*
2
2
6
10
2
22
Postal costs
29%
92%
-%
100%
100%
-%
-%
23%
37%
-%
100%
53%
35%
60%
43%
12%
36%
Increase use of emailing
*
-
*
-
-
*
-
1
21
-
-
*
4
4
8
5
22
services
3%
-%
4%
-%
-%
100%
-%
77%
37%
-%
-%
13%
63%
40%
36%
26%
35%
Use of new/digital
-
*
-
-
-
-
-
-
7
-
-
-
*
-
1
5
7
communication methods
-%
8%
-%
-%
-%
-%
-%
-%
12%
-%
-%
-%
2%
-%
6%
27%
11%
Increase use of social
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
2
2
media
-%
-%
-%
-%
-%
-%
-%
-%
3%
-%
-%
-%
-%
-%
-%
9%
3%
1
-
1
-
-
-
1
-
-
-
-
1
-
-
-
-
1
Environmental costs
29%
-%
40%
-%
-%
-%
42%
-%
-%
-%
-%
34%
-%
-%
-%
-%
2%
-
-
-
-
-
-
-
-
*
-
-
-
-
-
-
*
*
Because of the recession
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
-%
3%
1%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Less effective than other communications
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Downsizing the company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Relocation of staff /
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
2
-
2
-
-
-
2
-
6
-
-
-
-
-
4
4
8
QS3a other
40%
-%
55%
-%
-%
-%
58%
-%
11%
-%
-%
-%
-%
-%
15%
23%
13%
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QS3b. What is the main reason for the expected decrease in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an decrease in volume
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
*c
b
*a
f
*e
*d
c
b
a
*c
*b
a
Significance Level: 95%
49
39
6
59
26
50
18
28
58
35
58
13
16
31
60
Unweighted total
47
45
7
60
25
50
13
27
60
33
60
9
17
36
62
Weighted total
19
19
3
22
8
19
5
9
22
15
22
2
7
13
22
Postal costs
40%
42%
38%
37%
34%
37%
43%
35%
37%
44%
37%
24%
39%
38%
36%
Increase use of emailing
18
12
-
22
8
17
5
8
21
10
21
3
6
12
22
services
38%
27%
-%
36%
33%
33%
43%
29%
35%
29%
35%
33%
36%
35%
35%
Use of new/digital
4
5
*
5
2
5
-
2
5
4
5
2
3
2
7
communication methods
7%
11%
2%
8%
9%
11%
-%
8%
8%
11%
8%
24%
15%
5%
11%
Increase use of social
-
2
-
2
-
2
-
-
2
-
2
-
-
2
2
media
-%
4%
-%
3%
-%
4%
-%
-%
3%
-%
3%
-%
-%
5%
3%
1
1
-
1
-
1
1
1
1
1
1
1
-
-
1
Environmental costs
3%
3%
-%
2%
-%
3%
10%
5%
2%
4%
2%
14%
-%
-%
2%
-
*
-
*
-
*
-
-
*
-
*
*
-
-
*
Because of the recession
-%
1%
-%
1%
-%
1%
-%
-%
1%
-%
1%
5%
-%
-%
1%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Less effective than other communications
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Downsizing the company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Relocation of staff /
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
6
6
4
8
6
6
*
6
8
4
8
-
2
6
8
QS3a other
12%
13%
60%
13%
25%
12%
4%
23%
13%
12%
13%
-%
10%
17%
13%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qs3B. What Is The Main Reason For The Expected Decrease In Volumes Of Post? Please Choose The Most Important Reason. Base: All With 2 Or More Reasons For An Decrease In Volume

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
*c
b
*a
*c
b
a
*f
e
d
c
b
a
c
*b
*a
Significance Level: 95%
-
60
-
17
57
37
-
59
49
57
50
57
40
1
17
60
Unweighted total
-
62
-
16
57
37
-
60
48
58
51
58
49
2
10
62
Weighted total
-
22
-
10
22
16
-
22
18
22
20
22
16
2
3
22
Postal costs
-%
36%
-%
64%
39%
44%
-%
37%
38%
38%
39%
38%
33%
100%
27%
36%
Increase use of emailing
-
22
-
3
20
12
-
20
18
21
17
21
16
-
6
22
services
-%
35%
-%
21%
35%
31%
-%
33%
37%
36%
32%
36%
33%
-%
55%
35%
Use of new/digital
-
7
-
*
5
4
-
7
4
5
5
5
7
-
-
7
communication methods
-%
11%
-%
1%
9%
9%
-%
11%
8%
9%
10%
9%
14%
-%
-%
11%
Increase use of social
-
2
-
-
2
-
-
2
-
2
2
2
2
-
-
2
media
-%
3%
-%
-%
3%
-%
-%
3%
-%
3%
3%
3%
4%
-%
-%
3%
-
1
-
-
1
-
-
1
1
1
1
1
1
-
-
1
Environmental costs
-%
2%
-%
-%
2%
-%
-%
2%
3%
2%
3%
2%
3%
-%
-%
2%
-
*
-
-
*
-
-
*
*
*
*
*
*
-
-
*
Because of the recession
-%
1%
-%
-%
1%
-%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Less effective than other communications
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Downsizing the company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Relocation of staff /
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
8
-
2
6
6
-
8
6
6
6
6
6
-
2
8
QS3a other
-%
13%
-%
14%
10%
16%
-%
13%
12%
10%
11%
10%
13%
-%
18%
13%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QS3b. What is the main reason for the expected decrease in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an decrease in volume
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
*a
b
*a
*b
*a
*b
a
*b
a
c
*b
*a
Significance Level: 95%
-
6
31
27
13
27
1
59
9
51
53
3
3
60
Unweighted total
-
6
30
31
14
27
*
62
11
51
56
2
2
62
Weighted total
-
3
12
9
3
7
*
22
3
19
20
2
*
22
Postal costs
-%
44%
40%
30%
22%
27%
100%
36%
28%
38%
36%
100%
7%
36%
Increase use of emailing
-
*
10
12
4
11
-
22
4
17
20
-
*
22
services
-%
2%
32%
39%
28%
40%
-%
35%
37%
34%
35%
-%
7%
35%
Use of new/digital
-
*
5
2
2
5
-
7
4
3
7
-
-
7
communication methods
-%
2%
16%
6%
13%
17%
-%
11%
35%
5%
12%
-%
-%
11%
Increase use of social
-
-
2
-
2
-
-
2
-
2
2
-
-
2
media
-%
-%
6%
-%
13%
-%
-%
3%
-%
4%
3%
-%
-%
3%
-
1
1
-
-
1
-
1
-
1
1
-
-
1
Environmental costs
-%
22%
4%
-%
-%
5%
-%
2%
-%
3%
2%
-%
-%
2%
-
-
-
*
-
*
-
*
-
*
*
-
-
*
Because of the recession
-%
-%
-%
2%
-%
2%
-%
1%
-%
1%
1%
-%
-%
1%
Too complicated - hard to understand what the
-
-
-
-
-
-
-
-
-
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Less effective than
other communications
-
-
-
-
-
-
-
-
-
-
-
-
-
-
media
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Downsizing the company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
Relocation of staff /
-
-
-
-
-
-
-
-
-
-
-
-
-
-
company
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
2
*
7
3
2
-
8
-
8
6
-
2
8
QS3a other
-%
30%
2%
24%
24%
8%
-%
13%
-%
16%
11%
-%
86%
13%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QS3b. What is the main reason for the expected decrease in volumes of post? Please choose the most important reason.
Base: All with 2 or more reasons for an decrease in volume
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
*d
*c
*b
*a
Significance Level: 95%
13
17
18
12
60
Unweighted total
11
20
19
13
62
Weighted total
4
4
9
6
22
Postal costs
34%
20%
48%
46%
36%
Increase use of emailing
3
7
9
2
22
services
30%
36%
49%
16%
35%
Use of new/digital
1
4
*
1
7
communication methods
12%
20%
1%
10%
11%
Increase use of social
-
2
-
-
2
media
-%
9%
-%
-%
3%
-
1
-
-
1
Environmental costs
-%
6%
-%
-%
2%
*
-
-
-
*
Because of the recession
4%
-%
-%
-%
1%
Too complicated - hard to understand what the
-
-
-
-
-
best mailing option is
-%
-%
-%
-%
-%
Less effective than other communications
-
-
-
-
-
media
-%
-%
-%
-%
-%
-
-
-
-
-
Downsizing the company
-%
-%
-%
-%
-%
Relocation of staff /
-
-
-
-
-
company
-%
-%
-%
-%
-%
2
2
*
3
8
QS3a other
20%
9%
3%
27%
13%
Columns Tested: a,b,c,d
QS4. Have you or your organisation ever considered trying a postal provider other than Royal Mail or [QV5c provider]?
Base: All Respondents

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total Yes, and we have tried
188
3
9
6
21
29
14
39
21
19
9
23
13
206
another provider
14%
5%
12%
7%
24%
14%
8%
14%
18%
16%
8%
13%
13%
13%
jl
l
cfgjklm
l
jl
gjl
gjl
l
l
Yes, but we have not
94
1
3
6
5
22
16
17
3
6
4
12
9
104
tried another provider
7%
2%
4%
7%
6%
10%
9%
6%
3%
5%
4%
7%
10%
6%
l
l
ekl
ekl
l
l
el
1087
58
63
74
62
158
158
219
92
92
97
137
73
1281
No
79%
91%
84%
85%
70%
76%
84%
79%
79%
79%
87%
78%
77%
80%
i
iabdefghi
him
i
i
km
11
1
*
*
1
-
*
4
-
*
2
5
*
13
Don't Know
1%
2%
1%
*%
1%
-%
*%
1%
-%
*%
2%
3%
*%
1%
j
j
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QS4. Have you or your organisation ever considered trying a postal provider other than Royal Mail or [QV5c provider]?
Base: All Respondents
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Yes, and we have tried                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 29                                                | 32        | 55        | 90        | 6      | 200  | 51    | 155   | 8   | 1    | 1                     | 2          | 4          | 198             |
| 206                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| another provider                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 30%                                               | 31%       | 19%       | 8%        | 10%    | 13%  | 11%   | 14%   | 12% | 8%   | 17%                   | 20%        | 10%        | 13%             |
| 13%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Yes, but we have not                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25                                                | 16        | 24        | 39        | 3      | 101  | 28    | 75    | 5   | *    | 1                     | 1          | 3          | 98              |
| 104                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| tried another provider                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 26%                                               | 15%       | 8%        | 4%        | 5%     | 7%   | 6%    | 7%    | 8%  | 5%   | 14%                   | 9%         | 8%         | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 41                                                | 56        | 208       | 976       | 47     | 1234 | 382   | 900   | 49  | 6    | 5                     | 6          | 32         | 1232            |
| 1281                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| No                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 43%                                               | 53%       | 72%       | 88%       | 79%    | 80%  | 82%   | 79%   | 77% | 76%  | 69%                   | 66%        | 81%        | 80%             |
| 80%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| cd                                                | bcd       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 | c         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 1         | 4         | 8         | 3      | 10   | 2     | 11    | 2   | 1    | -                     | 1          | *          | 11              |
| 13                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't Know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 1%        | 1%        | 1%        | 6%     | 1%   | *%    | 1%    | 3%  | 11%  | -%                    | 5%         | 1%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abdf                                              | ab        |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
QS4. Have you or your organisation ever considered trying a postal provider other than Royal Mail or [QV5c provider]?
Base: All Respondents
Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total Yes, and we have tried
87
38
56
69
9
12
23
16
145
2
4
19
41
36
28
75
206
another provider
40%
21%
46%
25%
31%
28%
54%
21%
10%
20%
15%
24%
19%
15%
9%
10%
13%
a
a
a
a
abde
a
abc
ab
b
Yes, but we have not
27
16
11
31
13
8
4
15
64
2
4
13
17
13
21
34
104
tried another provider
12%
9%
9%
11%
44%
20%
8%
20%
5%
22%
14%
16%
8%
5%
7%
5%
6%
abcd
a
a
abc
abcd
103
125
55
173
7
22
15
44
1193
6
20
46
158
185
262
605
1281
No
47%
70%
45%
63%
25%
51%
36%
58%
84%
58%
68%
59%
73%
78%
84%
84%
80%
b
b
e
ce
bcde
e
e
def
cdef
1
*
*
1
-
*
1
*
11
-
1
*
2
4
*
5
13
Don't Know
*%
*%
*%
*%
-%
1%
2%
1%
1%
-%
2%
*%
1%
2%
*%
1%
1%
b
b
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QS4. Have you or your organisation ever considered trying a postal provider other than Royal Mail or [QV5c provider]?
Base: All Respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total Yes, and we have tried
138
151
59
190
133
163
66
158
190
114
188
83
34
83
206
another provider
13%
13%
25%
13%
20%
13%
17%
22%
13%
13%
13%
17%
12%
10%
13%
b
b
abcf
abcf
a
Yes, but we have not
76
78
23
96
68
80
30
78
94
63
92
46
16
41
104
tried another provider
7%
7%
10%
6%
10%
6%
8%
11%
6%
7%
6%
9%
6%
5%
6%
b
b
abcf
a
856
958
150
1182
465
1017
281
487
1207
722
1186
366
227
681
1281
No
80%
80%
64%
80%
69%
80%
74%
67%
80%
80%
80%
74%
81%
84%
80%
ac
de
d
de
de
de
c
c
6
7
1
12
3
9
3
6
12
5
12
2
4
7
13
Don't Know
1%
1%
1%
1%
*%
1%
1%
1%
1%
1%
1%
*%
2%
1%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QS4. Have you or your organisation ever considered trying a postal provider other than Royal Mail or [QV5c provider]?
Base: All Respondents
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
Yes, and we have tried
149
20
36
70
204
134
-
206
188
206
189
204
148
6
34
206
another provider
12%
8%
24%
20%
13%
15%
-%
13%
16%
13%
14%
13%
12%
17%
13%
13%
bc
ab
e
Yes, but we have not
68
14
22
37
102
83
-
104
95
101
93
101
84
4
17
104
tried another provider
6%
6%
15%
10%
7%
9%
-%
7%
8%
6%
7%
6%
7%
11%
7%
6%
bc
b
b
989
203
88
247
1249
671
2
1270
908
1247
1052
1243
1044
26
209
1281
No
81%
85%
61%
69%
80%
75%
100%
80%
76%
80%
78%
80%
81%
72%
80%
80%
a
a
ac
c
d
d
d
9
2
*
3
13
8
-
13
11
13
12
13
10
-
*
13
Don't Know
1%
1%
*%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
*%
1%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QS4. Have you or your organisation ever considered trying a postal provider other than Royal Mail or [QV5c provider]?
Base: All Respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total Yes, and we have tried
6
120
109
78
17
110
2
204
47
158
-
-
206
206
another provider
72%
32%
9%
20%
14%
11%
2%
14%
9%
14%
-%
-%
100%
13%
b
b
b
bc
Yes, but we have not
1
37
64
39
10
60
4
100
33
71
-
104
-
104
tried another provider
12%
10%
5%
10%
8%
6%
3%
7%
6%
6%
-%
100%
-%
6%
b
ac
1
216
991
278
94
861
95
1187
424
857
1281
-
-
1281
No
16%
57%
84%
70%
77%
83%
89%
79%
83%
78%
100%
-%
-%
80%
a
a
a
ab
-
3
10
*
2
6
7
6
5
8
-
-
-
13
Don't Know
-%
1%
1%
*%
1%
1%
6%
*%
1%
1%
-%
-%
-%
1%
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QS4. Have you or your organisation ever considered trying a postal provider other than Royal Mail or [QV5c provider]?
Base: All Respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total Yes, and we have tried
51
50
49
56
206
another provider
13%
12%
12%
14%
13%
Yes, but we have not
26
20
29
28
104
tried another provider
7%
5%
7%
7%
6%
315
336
323
307
1281
No
79%
82%
80%
78%
80%
7
5
1
-
13
Don't Know
2%
1%
*%
-%
1%
ab
a

Columns Tested: a,b,c,d

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
802
152
163
177
62
89
110
158
92
94
65
80
52
1294
Unweighted total
1087
58
63
74
62
158
158
219
92
92
97
137
73
1281
Weighted total We don't mail large
306
9
17
18
17
47
40
69
32
27
27
22
26
351
enough volumes
28%
16%
27%
25%
28%
29%
25%
31%
35%
29%
28%
16%
35%
27%
bl
l
l
bl
bl
bl
bl
bl
Happy / satisfied with the service from current
165
10
5
13
10
27
22
36
8
19
8
27
7
194
provider
15%
17%
8%
18%
16%
17%
14%
17%
9%
21%
8%
20%
10%
15%
k
k
ek
k
k
cek
cek
Our chosen provider is reliable enough for our
146
13
10
9
6
29
18
32
15
10
13
18
6
178
needs
13%
22%
15%
13%
10%
18%
12%
14%
16%
10%
14%
13%
8%
14%
adgijm
We are near a Post
113
6
7
9
6
24
23
18
7
9
4
18
5
135
Office
10%
10%
12%
12%
9%
15%
15%
8%
7%
10%
4%
13%
7%
11%
c
c
Convenience / easier /
106
4
6
8
11
18
17
23
4
4
6
15
7
124
suits our needs
10%
6%
10%
10%
17%
11%
11%
11%
5%
5%
6%
11%
10%
10%
cdel
Unaware of other
83
8
10
8
4
8
16
11
7
5
13
15
4
109
providers
8%
14%
15%
11%
6%
5%
10%
5%
8%
6%
13%
11%
5%
8%
dfhm
dfhm
f
Support Royal Mail / local Post Office / I'm
70
3
3
5
1
9
16
11
7
7
7
6
5
82
against privatisation
6%
6%
5%
7%
2%
6%
10%
5%
7%
7%
8%
5%
7%
6%
No need to change - no demand / requirement to
72
3
4
3
3
11
8
13
4
5
9
11
9
81
change
7%
5%
6%
4%
4%
7%
5%
6%
4%
6%
9%
8%
12%
6%
j
Not considered / haven't thought about it / no time / it's not my
60
3
6
2
3
9
9
15
2
6
4
9
4
71
decision
6%
5%
10%
3%
4%
6%
6%
7%
2%
6%
4%
7%
5%
6%
ejm
Our chosen provider is safe enough for our
33
4
4
4
*
6
2
6
4
4
2
7
2
44
needs
3%
7%
6%
5%
1%
4%
1%
3%
4%
4%
2%
5%
2%
3%
gm
Don't know enough about what other providers
30
3
2
3
1
-
4
7
5
3
4
5
2
38
offer
3%
5%
3%
4%
2%
-%
2%
3%
6%
3%
4%
3%
2%
3%
h
h
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
802
152
163
177
62
89
110
158
92
94
65
80
52
1294
Unweighted total
1087
58
63
74
62
158
158
219
92
92
97
137
73
1281
Weighted total Our chosen provider is fast enough for our
28
3
3
2
-
6
2
2
3
5
2
7
2
36
needs
3%
5%
4%
3%
-%
4%
1%
1%
3%
6%
2%
5%
2%
3%
f
f
Always been with them /
28
*
3
4
-
5
9
7
*
4
2
*
-
35
always use them
3%
*%
4%
6%
-%
3%
6%
3%
*%
5%
2%
*%
-%
3%
l
beilm
bel
l
l
Others more expensive than our current
27
2
2
1
1
4
*
6
2
*
5
6
2
32
providers
2%
4%
4%
1%
2%
3%
*%
3%
2%
*%
6%
5%
2%
3%
dg
g
Don't know enough about other providers and
25
1
1
3
*
4
-
6
1
5
4
2
2
29
their services
2%
1%
1%
4%
*%
3%
-%
3%
1%
6%
4%
2%
3%
2%
g
gkl
g
Other providers don't pick up mail in this
17
2
*
2
1
4
-
2
-
-
*
2
7
21
area
2%
3%
1%
3%
2%
3%
-%
1%
-%
-%
*%
2%
10%
2%
bcdefgk
lm
Other providers could not deliver to all the
9
1
1
2
-
*
-
2
3
-
*
2
2
12
areas we need
1%
1%
2%
2%
-%
*%
-%
1%
3%
-%
*%
2%
2%
1%
m
Other operators do not provide the service I
5
1
*
1
-
-
-
2
*
1
-
-
2
7
need
*%
2%
*%
1%
-%
-%
-%
1%
*%
1%
-%
-%
2%
1%
Our customers prefer our
2
1
*
*
-
-
-
*
-
-
2
-
-
4
chosen provider
*%
2%
1%
1%
-%
-%
-%
*%
-%
-%
2%
-%
-%
*%
m
m
2
*
-
*
-
-
-
2
-
*
-
-
-
3
Close to a post box
*%
1%
-%
1%
-%
-%
-%
1%
-%
*%
-%
-%
-%
*%
35
1
1
3
1
-
11
9
2
8
2
2
-
40
Other
3%
2%
2%
4%
2%
-%
7%
4%
2%
9%
2%
2%
-%
3%
hk
abehklm
19
1
2
1
3
3
4
2
3
1
4
*
*
23
Don't know
2%
1%
3%
1%
5%
2%
2%
1%
3%
1%
4%
*%
*%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 73                                                | 82        | 233       | 906       | 100    | 1194 | 428   | 866   | 304 | 39   | 30                    | 38         | 197        | 990             |
| 1294                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 41                                                | 56        | 208       | 976       | 47     | 1234 | 382   | 900   | 49  | 6    | 5                     | 6          | 32         | 1232            |
| 1281                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| We don't mail large                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 9         | 15        | 326       | 11     | 340  | 113   | 238   | 7   | 1    | *                     | 1          | 6          | 344             |
| 351                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| enough volumes                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 16%       | 7%        | 33%       | 24%    | 28%  | 30%   | 26%   | 15% | 9%   | 9%                    | 9%         | 18%        | 28%             |
| 27%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bd                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcd                                               | bcdef     |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Happy / satisfied with                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| the service from current                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6                                                 | 15        | 42        | 130       | 6      | 187  | 50    | 144   | 13  | 1    | 1                     | 2          | 9          | 180             |
| 194                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| provider                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 15%                                               | 27%       | 20%       | 13%       | 13%    | 15%  | 13%   | 16%   | 27% | 23%  | 10%                   | 36%        | 28%        | 15%             |
| 15%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ad                                                | ad        | ad        |           |        |      |       |       |     |      |                       |            |            |                 |
| Our chosen provider is                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| reliable enough for our                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                                                 | 8         | 41        | 123       | 7      | 171  | 49    | 128   | 8   | 1    | 1                     | 1          | 5          | 169             |
| 178                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| needs                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 12%                                               | 14%       | 20%       | 13%       | 15%    | 14%  | 13%   | 14%   | 17% | 12%  | 29%                   | 11%        | 17%        | 14%             |
| 14%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| We are near a Post                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 6         | 19        | 110       | 1      | 134  | 42    | 93    | 3   | 1    | *                     | *          | 2          | 132             |
| 135                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Office                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 11%       | 9%        | 11%       | 3%     | 11%  | 11%   | 10%   | 7%  | 9%   | 8%                    | 2%         | 7%         | 11%             |
| 11%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d         | b         |        |      |       |       |     |      |                       |            |            |                 |
| Convenience / easier /                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 2         | 29        | 89        | 5      | 118  | 40    | 84    | 6   | 1    | 1                     | *          | 4          | 117             |
| 124                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| suits our needs                                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 4%        | 14%       | 9%        | 11%    | 10%  | 10%   | 9%    | 13% | 18%  | 15%                   | 7%         | 12%        | 10%             |
| 10%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ac                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unaware of other                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10                                                | 3         | 11        | 84        | 4      | 105  | 28    | 81    | 2   | *    | *                     | *          | 2          | 106             |
| 109                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| providers                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 25%                                               | 5%        | 5%        | 9%        | 8%     | 8%   | 7%    | 9%    | 5%  | 4%   | 2%                    | 6%         | 6%         | 9%              |
| 8%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| f                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Support Royal Mail /                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| local Post Office / I'm                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                                                 | 6         | 21        | 50        | 1      | 81   | 33    | 49    | 2   | *    | -                     | *          | 2          | 80              |
| 82                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| against privatisation                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10%                                               | 11%       | 10%       | 5%        | 2%     | 7%   | 9%    | 5%    | 4%  | 2%   | -%                    | 4%         | 5%         | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| No need to change - no                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| demand / requirement to                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 17        | 63        | 2      | 79   | 26    | 55    | 2   | *    | -                     | *          | 1          | 79              |
| 81                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| change                                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 2%        | 8%        | 6%        | 4%     | 6%   | 7%    | 6%    | 4%  | 2%   | -%                    | 5%         | 4%         | 6%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Not considered / haven't                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| thought about it / no                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| time / it's not my                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                                                 | 5         | 20        | 41        | 8      | 63   | 23    | 48    | 5   | 1    | 1                     | 1          | 3          | 66              |
| 71                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| decision                                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 13%                                               | 8%        | 10%       | 4%        | 16%    | 5%   | 6%    | 5%    | 9%  | 11%  | 11%                   | 9%         | 9%         | 5%              |
| 6%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         |        |      |       |       |     |      |                       |            |            |                 |
| Our chosen provider is                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| safe enough for our                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 2         | 37        | 3      | 41   | 14    | 30    | 2   | *    | *                     | *          | 1          | 42              |
| 44                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| needs                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 4%        | 1%        | 4%        | 6%     | 3%   | 4%    | 3%    | 3%  | 3%   | 9%                    | 2%         | 3%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know enough about                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| what other providers                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 4         | 9         | 23        | 2      | 36   | 12    | 26    | 1   | *    | *                     | -          | 1          | 37              |
| 38                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| offer                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%                                                | 7%        | 4%        | 2%        | 4%     | 3%   | 3%    | 3%    | 2%  | 2%   | 4%                    | -%         | 2%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 73                                                | 82        | 233       | 906       | 100    | 1194 | 428   | 866   | 304 | 39   | 30                    | 38         | 197        | 990             |
| 1294                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 41                                                | 56        | 208       | 976       | 47     | 1234 | 382   | 900   | 49  | 6    | 5                     | 6          | 32         | 1232            |
| 1281                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Our chosen provider is                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| fast enough for our                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 6         | 30        | *      | 36   | 13    | 23    | 1   | -    | *                     | *          | 1          | 35              |
| 36                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| needs                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | *%        | 3%        | 3%        | 1%     | 3%   | 3%    | 3%    | 2%  | -%   | 4%                    | 2%         | 3%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Always been with them /                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 3         | 5         | 25        | 3      | 32   | 12    | 23    | 2   | *    | -                     | -          | 2          | 33              |
| 35                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| always use them                                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 6%                                                | 5%        | 2%        | 3%        | 6%     | 3%   | 3%    | 3%    | 5%  | 7%   | -%                    | -%         | 6%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Others more expensive                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| than our current                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 5         | 5         | 22        | *      | 32   | 4     | 28    | 2   | *    | *                     | *          | 1          | 31              |
| 32                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| providers                                         |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 8%        | 3%        | 2%        | *%     | 3%   | 1%    | 3%    | 3%  | 3%   | 9%                    | 2%         | 3%         | 2%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abd                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know enough about                           |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| other providers and                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 5         | 23        | -      | 29   | 12    | 17    | 1   | -    | -                     | *          | 1          | 27              |
| 29                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| their services                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | 1%        | 3%        | 2%        | -%     | 2%   | 3%    | 2%    | 3%  | -%   | -%                    | 2%         | 4%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other providers don't                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| pick up mail in this                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | 3         | 18        | *      | 21   | 16    | 5     | *   | *    | *                     | *          | -          | 21              |
| 21                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| area                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | -%        | 1%        | 2%        | *%     | 2%   | 4%    | 1%    | 1%  | 2%   | 3%                    | 2%         | -%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | b         | b         |           |        |      |       |       |     |      |                       |            |            |                 |
| Other providers could                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| not deliver to all the                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 1         | 3         | 8         | *      | 12   | 4     | 8     | 1   | *    | *                     | *          | 1          | 11              |
| 12                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| areas we need                                     |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 1%        | 2%        | 1%        | *%     | 1%   | 1%    | 1%    | 2%  | 2%   | 2%                    | 2%         | 2%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other operators do not                            |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| provide the service I                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | 2         | 5         | -      | 7    | 3     | 4     | 1   | -    | -                     | -          | 1          | 7               |
| 7                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| need                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 1%        | 1%        | *%        | -%     | 1%   | 1%    | *%    | 1%  | -%   | -%                    | -%         | 2%         | 1%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Our customers prefer our                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 1         | 4         | *      | 4    | 1     | 3     | *   | -    | -                     | -          | *          | 4               |
| 4                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| chosen provider                                   |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | *%        | *%     | *%   | *%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *         | 3         | -      | 3    | 2     | 1     | *   | -    | -                     | -          | *          | 3               |
| 3                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Close to a post box                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%        | *%        | -%     | *%   | *%    | *%    | *%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4                                                 | 1         | 7         | 28        | *      | 40   | 5     | 35    | 1   | -    | *                     | -          | 1          | 39              |
| 40                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Other                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11%                                               | 1%        | 3%        | 3%        | 1%     | 3%   | 1%    | 4%    | 3%  | -%   | 6%                    | -%         | 3%         | 3%              |
| 3%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abc                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 2         | 4         | 14        | 3      | 20   | 6     | 17    | 4   | 1    | *                     | 1          | 1          | 19              |
| 23                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 4%        | 2%        | 1%        | 7%     | 2%   | 2%    | 2%    | 8%  | 16%  | 7%                    | 19%        | 4%         | 2%              |
| 2%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
106
141
53
193
15
24
23
62
1170
5
51
85
190
172
258
533
1294
Unweighted total
103
125
55
173
7
22
15
44
1193
6
20
46
158
185
262
605
1281
Weighted total We don't mail large
8
17
1
25
*
2
2
4
343
-
2
5
21
28
63
231
351
enough volumes
8%
14%
1%
14%
2%
8%
12%
10%
29%
-%
12%
11%
13%
15%
24%
38%
27%
b
b
cde
bcdef
Happy / satisfied with the service from current
34
33
23
44
3
6
7
10
167
-
4
10
31
35
36
76
194
provider
33%
27%
42%
26%
39%
25%
47%
24%
14%
-%
22%
23%
20%
19%
14%
13%
15%
a
a
ab
a
a
Our chosen provider is reliable enough for our
13
22
8
27
1
2
3
9
163
-
2
9
28
25
40
73
178
needs
13%
18%
15%
16%
8%
7%
22%
21%
14%
-%
11%
20%
18%
14%
15%
12%
14%
a
We are near a Post
4
7
2
9
*
*
*
5
130
-
2
2
12
22
12
85
135
Office
4%
5%
3%
5%
1%
2%
1%
11%
11%
-%
9%
5%
7%
12%
5%
14%
11%
b
bde
Convenience / easier /
6
7
*
13
-
*
2
4
117
-
*
3
14
21
33
51
124
suits our needs
6%
6%
1%
8%
-%
1%
13%
10%
10%
-%
2%
7%
9%
11%
13%
8%
10%
f
f
Unaware of other
7
10
5
12
-
6
2
1
99
-
5
4
11
25
22
42
109
providers
7%
8%
9%
7%
-%
26%
15%
3%
8%
-%
25%
9%
7%
14%
8%
7%
8%
abde
ad
Support Royal Mail / local Post Office / I'm
5
6
1
10
-
2
-
5
75
-
*
3
16
13
25
25
82
against privatisation
5%
5%
2%
6%
-%
8%
-%
11%
6%
-%
1%
6%
10%
7%
10%
4%
6%
af
af
No need to change - no demand / requirement to
7
13
4
16
*
2
-
1
78
-
*
3
10
10
27
30
81
change
7%
10%
8%
9%
2%
8%
-%
3%
7%
-%
2%
7%
6%
6%
10%
5%
6%
a
Not considered / haven't thought about it / no time / it's not my
1
10
2
9
*
2
*
1
67
-
1
7
13
15
13
22
71
decision
1%
8%
4%
5%
6%
9%
2%
2%
6%
-%
6%
15%
8%
8%
5%
4%
6%
b
ab
a
a
Our chosen provider is safe enough for our
3
9
-
12
-
*
-
*
44
2
*
3
2
4
7
27
44
needs
3%
7%
-%
7%
-%
*%
-%
1%
4%
32%
1%
6%
1%
2%
3%
4%
3%
d
d
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
106
141
53
193
15
24
23
62
1170
5
51
85
190
172
258
533
1294
Unweighted total
103
125
55
173
7
22
15
44
1193
6
20
46
158
185
262
605
1281
Weighted total Don't know enough about what other providers
5
6
5
6
3
2
*
2
30
2
1
1
9
4
3
17
38
offer
5%
5%
10%
3%
42%
10%
3%
5%
3%
32%
5%
3%
6%
2%
1%
3%
3%
b
Our chosen provider is fast enough for our
2
3
-
5
-
*
-
*
36
-
*
1
3
3
8
21
36
needs
2%
3%
-%
3%
-%
*%
-%
*%
3%
-%
1%
1%
2%
2%
3%
3%
3%
Always been with them /
1
2
*
3
-
*
-
3
32
-
-
1
11
3
6
14
35
always use them
1%
2%
1%
2%
-%
2%
-%
6%
3%
-%
-%
3%
7%
2%
2%
2%
3%
abc
Others more expensive than our current
9
3
6
6
2
2
*
2
25
-
*
1
7
4
13
7
32
providers
9%
3%
12%
3%
33%
9%
1%
5%
2%
-%
2%
1%
4%
2%
5%
1%
3%
a
a
a
a
Don't know enough about other providers and
4
-
3
*
-
*
-
*
28
-
-
1
3
6
9
10
29
their services
3%
-%
6%
*%
-%
1%
-%
*%
2%
-%
-%
2%
2%
3%
3%
2%
2%
a
a
Other providers don't pick up mail in this
-
2
-
2
*
-
*
-
21
*
*
-
2
3
5
10
21
area
-%
1%
-%
1%
2%
-%
3%
-%
2%
3%
1%
-%
1%
2%
2%
2%
2%
Other providers could not deliver to all the
1
1
*
1
*
-
*
-
11
*
2
-
2
3
1
4
12
areas we need
1%
*%
*%
1%
2%
-%
3%
-%
1%
3%
8%
-%
1%
2%
*%
1%
1%
abcde
Other operators do not provide the service I
*
2
*
2
-
-
-
-
7
-
*
-
*
2
1
5
7
need
*%
2%
*%
1%
-%
-%
-%
-%
1%
-%
1%
-%
*%
1%
*%
1%
1%
Our customers prefer our
*
-
-
*
-
-
-
-
4
-
-
-
1
*
*
3
4
chosen provider
*%
-%
-%
*%
-%
-%
-%
-%
*%
-%
-%
-%
*%
*%
*%
*%
*%
*
-
*
-
-
-
-
*
3
-
*
-
-
-
*
2
3
Close to a post box
*%
-%
*%
-%
-%
-%
-%
*%
*%
-%
1%
-%
-%
-%
*%
*%
*%
2
3
*
5
-
1
-
4
35
4
*
1
4
4
4
23
40
Other
2%
2%
1%
3%
-%
3%
-%
9%
3%
64%
2%
2%
3%
2%
1%
4%
3%
a
7
4
1
10
-
2
1
2
17
*
1
3
5
1
5
8
23
Don't know
7%
4%
3%
6%
-%
10%
9%
6%
1%
2%
4%
6%
3%
*%
2%
1%
2%
a
c
abc
c
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
889
977
193
1199
503
1019
337
532
1217
758
1199
381
242
665
1294
Unweighted total
856
958
150
1182
465
1017
281
487
1207
722
1186
366
227
681
1281
Weighted total We don't mail large
214
251
25
320
84
252
38
91
321
175
316
61
32
254
351
enough volumes
25%
26%
16%
27%
18%
25%
14%
19%
27%
24%
27%
17%
14%
37%
27%
ac
de
de
de
de
bc
Happy / satisfied with the service from current
145
151
29
184
85
153
56
93
189
110
187
66
36
92
194
provider
17%
16%
19%
16%
18%
15%
20%
19%
16%
15%
16%
18%
16%
13%
15%
f
f
a
Our chosen provider is reliable enough for our
121
141
28
169
78
146
50
96
170
114
167
63
34
80
178
needs
14%
15%
19%
14%
17%
14%
18%
20%
14%
16%
14%
17%
15%
12%
14%
acf
a
We are near a Post
78
98
10
118
44
118
26
46
121
67
115
34
26
75
135
Office
9%
10%
7%
10%
9%
12%
9%
9%
10%
9%
10%
9%
11%
11%
11%
Convenience / easier /
97
92
13
121
48
103
37
52
122
72
122
35
26
63
124
suits our needs
11%
10%
9%
10%
10%
10%
13%
11%
10%
10%
10%
10%
11%
9%
10%
Unaware of other
73
83
15
104
34
90
29
33
106
67
100
41
16
49
109
providers
8%
9%
10%
9%
7%
9%
10%
7%
9%
9%
8%
11%
7%
7%
8%
a
Support Royal Mail / local Post Office / I'm
61
65
12
77
32
64
28
29
77
52
77
36
13
33
82
against privatisation
7%
7%
8%
7%
7%
6%
10%
6%
6%
7%
6%
10%
6%
5%
6%
acdf
a
No need to change - no demand / requirement to
52
61
14
80
32
63
17
33
81
45
80
21
26
33
81
change
6%
6%
10%
7%
7%
6%
6%
7%
7%
6%
7%
6%
12%
5%
6%
ac
Not considered / haven't thought about it / no time / it's not my
54
57
20
65
29
60
18
22
65
48
64
20
17
33
71
decision
6%
6%
13%
5%
6%
6%
7%
4%
5%
7%
5%
5%
8%
5%
6%
ab
Our chosen provider is safe enough for our
27
32
9
39
24
30
8
24
41
28
38
14
12
18
44
needs
3%
3%
6%
3%
5%
3%
3%
5%
3%
4%
3%
4%
5%
3%
3%
Don't know enough about what other providers
28
26
7
35
17
29
10
20
38
17
37
14
6
18
38
offer
3%
3%
4%
3%
4%
3%
4%
4%
3%
2%
3%
4%
2%
3%
3%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
889
977
193
1199
503
1019
337
532
1217
758
1199
381
242
665
1294
Unweighted total
856
958
150
1182
465
1017
281
487
1207
722
1186
366
227
681
1281
Weighted total Our chosen provider is
fast enough for our
20
28
8
33
19
26
6
19
33
21
31
11
10
15
36
needs
2%
3%
6%
3%
4%
3%
2%
4%
3%
3%
3%
3%
5%
2%
3%
b
Always been with them /
23
31
3
32
5
28
6
13
32
17
32
16
4
14
35
always use them
3%
3%
2%
3%
1%
3%
2%
3%
3%
2%
3%
4%
2%
2%
3%
a
a
Others more expensive than our current
27
27
9
29
13
28
8
16
32
26
32
11
9
12
32
providers
3%
3%
6%
2%
3%
3%
3%
3%
3%
4%
3%
3%
4%
2%
3%
ab
Don't know enough about other providers and
21
20
5
27
11
25
11
8
29
20
29
12
4
10
29
their services
3%
2%
3%
2%
2%
2%
4%
2%
2%
3%
2%
3%
2%
2%
2%
Other providers don't pick up mail in this
19
18
1
21
10
18
6
7
21
16
21
1
6
14
21
area
2%
2%
*%
2%
2%
2%
2%
1%
2%
2%
2%
*%
3%
2%
2%
c
c
Other providers could not deliver to all the
8
8
3
12
4
10
4
2
12
6
12
5
2
6
12
areas we need
1%
1%
2%
1%
1%
1%
1%
*%
1%
1%
1%
1%
1%
1%
1%
Other operators do not provide the service I
5
5
2
7
3
5
1
1
7
5
7
2
1
4
7
need
1%
1%
2%
1%
1%
1%
*%
*%
1%
1%
1%
*%
1%
1%
1%
Our customers prefer our
3
4
1
4
3
4
-
3
4
4
4
1
*
2
4
chosen provider
*%
*%
1%
*%
1%
*%
-%
1%
*%
1%
*%
*%
*%
*%
*%
1
3
-
3
2
3
*
1
3
2
3
*
*
2
3
Close to a post box
*%
*%
-%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
19
24
4
30
12
27
9
16
33
22
33
9
6
25
40
Other
2%
3%
3%
3%
3%
3%
3%
3%
3%
3%
3%
2%
3%
4%
3%
14
17
1
19
16
19
10
18
22
15
22
11
10
2
23
Don't know
2%
2%
1%
2%
4%
2%
4%
4%
2%
2%
2%
3%
4%
*%
2%
b
acf
a
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
997
202
94
287
1265
700
1
1286
946
1269
1093
1264
1042
28
220
1294
Unweighted total
989
203
88
247
1249
671
2
1270
908
1247
1052
1243
1044
26
209
1281
Weighted total
We don't mail large
279
61
11
53
335
155
2
346
207
330
273
328
307
7
36
351
enough volumes
28%
30%
12%
21%
27%
23%
100%
27%
23%
26%
26%
26%
29%
27%
17%
27%
a
a
d
a
Happy / satisfied with the service from current
166
15
13
44
189
98
-
192
142
190
164
190
157
2
29
194
provider
17%
7%
15%
18%
15%
15%
-%
15%
16%
15%
16%
15%
15%
8%
14%
15%
b
b
Our chosen provider is reliable enough for our
138
29
11
34
174
97
-
177
133
175
153
175
139
5
35
178
needs
14%
14%
12%
14%
14%
14%
-%
14%
15%
14%
15%
14%
13%
20%
17%
14%
We are near a Post
115
10
10
22
127
76
-
135
96
130
112
126
120
1
14
135
Office
12%
5%
12%
9%
10%
11%
-%
11%
11%
10%
11%
10%
12%
5%
7%
11%
b
b
a
Convenience / easier /
96
19
8
18
120
69
-
124
91
120
101
119
98
5
24
124
suits our needs
10%
9%
10%
7%
10%
10%
-%
10%
10%
10%
10%
10%
9%
19%
12%
10%
Unaware of other
79
16
14
15
108
57
-
107
83
107
90
106
85
5
20
109
providers
8%
8%
15%
6%
9%
8%
-%
8%
9%
9%
9%
9%
8%
18%
9%
8%
c
Support Royal Mail / local Post Office / I'm
60
17
6
25
78
47
-
82
67
82
72
82
71
-
11
82
against privatisation
6%
8%
7%
10%
6%
7%
-%
6%
7%
7%
7%
7%
7%
-%
5%
6%
b
No need to change - no demand / requirement to
62
16
2
23
81
50
-
81
62
79
62
79
70
-
9
81
change
6%
8%
3%
9%
6%
7%
-%
6%
7%
6%
6%
6%
7%
-%
4%
6%
Not considered / haven't thought about it / no time / it's not my
44
17
10
23
68
38
-
69
50
69
55
69
57
*
13
71
decision
4%
9%
11%
9%
5%
6%
-%
5%
5%
6%
5%
6%
5%
*%
6%
6%
c
c
ab
Our chosen provider is safe enough for our
30
5
9
9
43
31
-
44
32
44
40
44
34
2
7
44
needs
3%
2%
10%
3%
3%
5%
-%
3%
4%
4%
4%
4%
3%
9%
3%
3%
bc
Don't know enough about what other providers
28
4
6
10
38
22
-
38
30
36
30
36
26
4
8
38
offer
3%
2%
6%
4%
3%
3%
-%
3%
3%
3%
3%
3%
2%
15%
4%
3%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
997
202
94
287
1265
700
1
1286
946
1269
1093
1264
1042
28
220
1294
Unweighted total
989
203
88
247
1249
671
2
1270
908
1247
1052
1243
1044
26
209
1281
Weighted total
Our chosen provider is
fast enough for our
21
7
8
11
36
25
-
36
27
36
33
36
31
*
3
36
needs
2%
3%
9%
4%
3%
4%
-%
3%
3%
3%
3%
3%
3%
2%
1%
3%
bc
Always been with them /
30
3
2
7
35
19
-
35
23
35
29
35
26
-
9
35
always use them
3%
1%
2%
3%
3%
3%
-%
3%
3%
3%
3%
3%
3%
-%
4%
3%
Others more expensive than our current
18
10
5
10
32
24
-
32
25
32
30
32
19
2
14
32
providers
2%
5%
5%
4%
3%
4%
-%
3%
3%
3%
3%
3%
2%
7%
7%
3%
c
c
c
Don't know enough about other providers and
23
6
*
8
29
15
-
27
20
29
18
29
24
2
5
29
their services
2%
3%
1%
3%
2%
2%
-%
2%
2%
2%
2%
2%
2%
9%
2%
2%
Other providers don't pick up mail in this
13
8
-
2
20
9
-
21
16
20
18
20
16
-
6
21
area
1%
4%
-%
1%
2%
1%
-%
2%
2%
2%
2%
2%
1%
-%
3%
2%
c
Other providers could not deliver to all the
9
3
1
3
11
5
-
10
7
12
8
12
11
-
1
12
areas we need
1%
1%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
*%
1%
Other operators do not provide the service I
5
2
-
3
7
4
-
7
5
7
5
7
7
-
1
7
need
1%
1%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
*%
1%
Our customers prefer our
4
*
-
1
4
4
-
4
4
4
4
4
2
-
2
4
chosen provider
*%
*%
-%
1%
*%
1%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
c
2
*
-
-
3
2
-
3
2
3
2
3
3
-
-
3
Close to a post box
*%
*%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
26
11
3
10
40
27
-
39
31
40
32
40
28
-
10
40
Other
3%
5%
3%
4%
3%
4%
-%
3%
3%
3%
3%
3%
3%
-%
5%
3%
19
4
-
3
23
15
-
23
20
23
20
23
19
*
3
23
Don't know
2%
2%
-%
1%
2%
2%
-%
2%
2%
2%
2%
2%
2%
*%
1%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
*b
*a
Significance Level: 95%
1
235
1003
275
91
891
95
1199
420
874
1294
-
-
1294
Unweighted total
1
216
991
278
94
861
95
1187
424
857
1281
-
-
1281
Weighted total We don't mail large
-
23
270
79
23
221
29
322
111
240
351
-
-
351
enough volumes
-%
11%
27%
28%
24%
26%
31%
27%
26%
28%
27%
-%
-%
27%
Happy / satisfied with the service from current
1
65
159
30
7
147
9
184
66
127
194
-
-
194
provider
100%
30%
16%
11%
8%
17%
10%
16%
16%
15%
15%
-%
-%
15%
a
b
Our chosen provider is reliable enough for our
-
36
160
16
8
139
17
160
63
115
178
-
-
178
needs
-%
17%
16%
6%
8%
16%
18%
13%
15%
13%
14%
-%
-%
14%
a
b
We are near a Post
-
11
115
20
4
110
12
123
46
89
135
-
-
135
Office
-%
5%
12%
7%
5%
13%
13%
10%
11%
10%
11%
-%
-%
11%
a
b
Convenience / easier /
-
13
101
22
9
88
7
117
44
80
124
-
-
124
suits our needs
-%
6%
10%
8%
9%
10%
7%
10%
10%
9%
10%
-%
-%
10%
Unaware of other
-
17
60
47
15
55
8
101
29
80
109
-
-
109
providers
-%
8%
6%
17%
16%
6%
8%
9%
7%
9%
8%
-%
-%
8%
b
a
Support Royal Mail / local Post Office / I'm
-
10
68
14
8
56
5
77
25
57
82
-
-
82
against privatisation
-%
4%
7%
5%
8%
7%
5%
6%
6%
7%
6%
-%
-%
6%
No need to change - no demand / requirement to
-
16
66
13
6
53
5
76
28
53
81
-
-
81
change
-%
8%
7%
5%
7%
6%
6%
6%
6%
6%
6%
-%
-%
6%
Not considered / haven't thought about it / no time / it's not my
-
11
53
18
1
49
5
66
24
47
71
-
-
71
decision
-%
5%
5%
6%
1%
6%
5%
6%
6%
5%
6%
-%
-%
6%
Our chosen provider is safe enough for our
-
11
41
2
1
33
1
43
18
26
44
-
-
44
needs
-%
5%
4%
1%
1%
4%
1%
4%
4%
3%
3%
-%
-%
3%
a
Don't know enough about what other providers
-
11
25
13
8
21
4
34
10
28
38
-
-
38
offer
-%
5%
3%
5%
8%
2%
4%
3%
2%
3%
3%
-%
-%
3%
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
*b
*a
Significance Level: 95%
1
235
1003
275
91
891
95
1199
420
874
1294
-
-
1294
Unweighted total
1
216
991
278
94
861
95
1187
424
857
1281
-
-
1281
Weighted total Our chosen provider is
fast enough for our
-
7
30
5
-
28
1
35
16
20
36
-
-
36
needs
-%
3%
3%
2%
-%
3%
1%
3%
4%
2%
3%
-%
-%
3%
Always been with them /
-
3
28
7
2
28
4
31
14
21
35
-
-
35
always use them
-%
2%
3%
3%
3%
3%
4%
3%
3%
3%
3%
-%
-%
3%
Others more expensive than our current
-
12
21
11
3
16
*
32
6
26
32
-
-
32
providers
-%
6%
2%
4%
3%
2%
1%
3%
1%
3%
3%
-%
-%
3%
Don't know enough about other providers and
-
4
20
8
3
16
3
26
6
23
29
-
-
29
their services
-%
2%
2%
3%
4%
2%
3%
2%
1%
3%
2%
-%
-%
2%
Other providers don't pick up mail in this
-
2
17
5
*
20
*
21
7
15
21
-
-
21
area
-%
1%
2%
2%
*%
2%
1%
2%
2%
2%
2%
-%
-%
2%
Other providers could not deliver to all the
-
1
9
3
*
6
2
10
5
7
12
-
-
12
areas we need
-%
1%
1%
1%
*%
1%
2%
1%
1%
1%
1%
-%
-%
1%
Other operators do not provide the service I
-
2
7
1
*
7
-
7
1
6
7
-
-
7
need
-%
1%
1%
*%
*%
1%
-%
1%
*%
1%
1%
-%
-%
1%
Our customers prefer our
-
*
3
1
-
1
-
4
2
2
4
-
-
4
chosen provider
-%
*%
*%
1%
-%
*%
-%
*%
1%
*%
*%
-%
-%
*%
-
*
3
-
2
1
*
2
1
2
3
-
-
3
Close to a post box
-%
*%
*%
-%
2%
*%
1%
*%
*%
*%
*%
-%
-%
*%
a
-
4
26
12
6
19
2
38
18
22
40
-
-
40
Other
-%
2%
3%
4%
6%
2%
2%
3%
4%
3%
3%
-%
-%
3%
a
-
10
12
10
4
10
3
20
16
7
23
-
-
23
Don't know
-%
5%
1%
3%
4%
1%
3%
2%
4%
1%
2%
-%
-%
2%
b
a
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
312
334
330
318
1294
Unweighted total
315
336
323
307
1281
Weighted total We don't mail large
71
114
82
84
351
enough volumes
22%
34%
25%
27%
27%
bd
Happy / satisfied with
the service from current
37
49
58
50
194
provider
12%
15%
18%
16%
15%
d
Our chosen provider is reliable enough for our
22
45
54
56
178
needs
7%
14%
17%
18%
14%
d
d
d
We are near a Post
48
28
30
28
135
Office
15%
8%
9%
9%
11%
abc
Convenience / easier /
25
32
51
16
124
suits our needs
8%
10%
16%
5%
10%
a
acd
Unaware of other
37
30
19
23
109
providers
12%
9%
6%
8%
8%
b
Support Royal Mail / local Post Office / I'm
10
27
27
18
82
against privatisation
3%
8%
8%
6%
6%
d
d
No need to change - no demand / requirement to
27
20
17
17
81
change
9%
6%
5%
6%
6%
Not considered / haven't thought about it / no time / it's not my
29
14
15
12
71
decision
9%
4%
5%
4%
6%
abc
Our chosen provider is safe enough for our
8
17
6
13
44
needs
2%
5%
2%
4%
3%
b
Don't know enough about what other providers
11
4
10
14
38
offer
4%
1%
3%
4%
3%
c
c

Columns Tested: a,b,c,d

## Qs5. What Are The Main Reasons For Not Considering Using A Postal Service Provider Other Than Royal Mail Or [Qv5C Provider] At Least For Some Items? Base: All Those Not Considering Another Supplier

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
312
334
330
318
1294
Unweighted total
315
336
323
307
1281
Weighted total Our chosen provider is fast enough for our
7
19
8
2
36
needs
2%
6%
2%
1%
3%
abd
Always been with them /
10
*
12
13
35
always use them
3%
*%
4%
4%
3%
c
c
c
Others more expensive than our current
3
7
7
15
32
providers
1%
2%
2%
5%
3%
d
Don't know enough about other providers and
4
*
5
20
29
their services
1%
*%
2%
6%
2%
c
bcd
Other providers don't pick up mail in this
5
6
5
5
21
area
2%
2%
2%
2%
2%
Other providers could not deliver to all the
2
3
1
5
12
areas we need
1%
1%
*%
2%
1%
Other operators do not provide the service I
2
1
-
5
7
need
1%
*%
-%
2%
1%
b
Our customers prefer our
2
*
1
*
4
chosen provider
1%
*%
*%
*%
*%
-
-
3
-
3
Close to a post box
-%
-%
1%
-%
*%
12
9
6
13
40
Other
4%
3%
2%
4%
3%
9
5
3
7
23
Don't know
3%
1%
1%
2%
2%
Columns Tested: a,b,c,d

## Qf4. Over The Last 12 Months, Has Your Organisation Moved Some Mail To Other Communication Methods? Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
948
42
45
60
62
156
125
202
83
74
72
110
64
1095
Yes
69%
66%
60%
69%
70%
75%
66%
73%
72%
63%
64%
62%
67%
68%
k
k
bk
k
k
431
21
30
27
26
53
63
76
32
43
40
67
31
509
No
31%
34%
40%
31%
30%
25%
34%
27%
28%
37%
36%
38%
33%
32%
efhjm
h

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

QF4. Over the last 12 months, has your organisation moved some mail to other communication methods?
Base: All Respondents
|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 59                                                | 78        | 210       | 748       | 39     | 1056 | 333   | 762   | 46  | 6    | 5                     | 7          | 28         | 1049            |
| 1095                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Yes                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 62%                                               | 75%       | 72%       | 67%       | 66%    | 68%  | 72%   | 67%   | 72% | 70%  | 69%                   | 71%        | 73%        | 68%             |
| 68%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | a         |           |        |      |       |       |     |      |                       |            |            |                 |
| 36                                                | 27        | 81        | 365       | 20     | 489  | 130   | 379   | 18  | 2    | 2                     | 3          | 11         | 491             |
| 509                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| No                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 38%                                               | 25%       | 28%       | 33%       | 34%    | 32%  | 28%   | 33%   | 28% | 30%  | 31%                   | 29%        | 27%        | 32%             |
| 32%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bc                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
QF4. Over the last 12 months, has your organisation moved some mail to other communication methods?
Base: All Respondents
Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
162
123
95
191
21
30
30
48
966
*
24
58
161
165
226
460
1095
Yes
75%
69%
77%
70%
71%
70%
70%
64%
68%
5%
83%
75%
74%
69%
73%
64%
68%
ac
a
a
a
54
56
28
83
9
13
13
27
447
9
5
20
57
74
86
259
509
No
25%
31%
23%
30%
29%
30%
30%
36%
32%
95%
17%
25%
26%
31%
27%
36%
32%
f
bdef
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QF4. Over the last 12 months, has your organisation moved some mail to other communication methods?
Base: All Respondents
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
738
841
163
1018
491
885
281
524
1034
661
1016
319
209
555
1095
Yes
69%
70%
70%
69%
73%
70%
74%
72%
69%
73%
69%
64%
74%
68%
68%
b
ac
ac
c
338
353
71
463
178
383
99
206
469
243
462
179
73
257
509
No
31%
30%
30%
31%
27%
30%
26%
28%
31%
27%
31%
36%
26%
32%
32%
a
be
be
b

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

QF4. Over the last 12 months, has your organisation moved some mail to other communication methods?
Base: All Respondents
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
790
202
99
256
1074
652
-
1090
844
1076
954
1072
864
32
184
1095
Yes
65%
84%
68%
72%
69%
73%
-%
68%
70%
69%
71%
69%
67%
89%
71%
68%
ac
b
ac
425
38
46
102
493
244
2
502
357
491
392
488
423
4
76
509
No
35%
16%
32%
28%
31%
27%
100%
32%
30%
31%
29%
31%
33%
11%
29%
32%
b
b
a
b
b

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

QF4. Over the last 12 months, has your organisation moved some mail to other communication methods?
Base: All Respondents
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
6
275
780
287
86
681
31
1064
-
1095
857
71
158
1095
Yes
76%
73%
66%
73%
70%
66%
29%
71%
-%
100%
67%
69%
77%
68%
b
b
b
c
2
101
394
108
36
357
76
433
509
-
424
33
47
509
No
24%
27%
34%
27%
30%
34%
71%
29%
100%
-%
33%
31%
23%
32%
a
a
a
a
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QF4. Over the last 12 months, has your organisation moved some mail to other communication methods?
Base: All Respondents
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
229
276
295
295
1095
Yes
57%
67%
73%
75%
68%
d
d
cd
170
134
108
97
509
No
43%
33%
27%
25%
32%
abc
a
Columns Tested: a,b,c,d

## Qf5. Why Have You Not Moved Any Mail To Other Communication Methods In The Last 12 Months? Base: All Who Have Not Moved Some Mail To Other Communication Methods Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
316
54
71
63
28
30
40
58
30
45
25
39
21
504
Unweighted total
431
21
30
27
26
53
63
76
32
43
40
67
31
509
Weighted total We have already moved everything that is
130
5
7
7
7
15
15
32
8
11
14
20
7
149
possible to move
30%
24%
23%
27%
27%
29%
23%
42%
26%
25%
36%
31%
23%
29%
kl
Happy with sending
95
8
7
8
3
15
11
15
7
9
4
25
7
118
things by mail
22%
38%
24%
30%
11%
29%
17%
19%
21%
20%
9%
37%
24%
23%
fgm
m
We prefer to send things
50
2
3
4
5
7
11
5
4
3
2
13
-
59
to customers by mail
12%
8%
10%
15%
20%
13%
17%
7%
12%
7%
5%
20%
-%
12%
48
2
3
1
-
4
4
7
4
9
9
4
7
54
No reason
11%
9%
9%
4%
-%
8%
6%
10%
12%
20%
22%
6%
23%
11%
j
Do not use computers / only one that uses a
36
1
4
-
3
2
13
7
1
3
2
2
4
42
computer
8%
4%
14%
-%
10%
5%
20%
9%
5%
6%
4%
3%
12%
8%
j
j
bjlm
j
No need - do not have a
30
1
2
4
3
2
5
9
3
4
4
-
*
37
large volume of mail
7%
7%
8%
14%
10%
4%
8%
12%
8%
10%
9%
-%
*%
7%
bm
b
b
There is no pressure from customers for us to
17
1
1
1
1
-
11
-
1
1
-
2
-
20
move
4%
5%
3%
4%
5%
-%
17%
-%
4%
3%
-%
4%
-%
4%
dfhjkm
Planning to do so in the
12
-
-
1
5
-
2
*
1
3
-
*
-
13
future
3%
-%
-%
4%
20%
-%
3%
*%
4%
6%
-%
*%
-%
2%
k
No alternative media
12
*
*
-
1
2
2
2
-
*
-
4
-
12
that would meet my needs
3%
1%
2%
-%
5%
5%
3%
2%
-%
*%
-%
6%
-%
2%
j
Need to send hard copies / keep hard copies of
9
1
1
1
1
*
2
-
-
1
2
-
2
12
everything we send
2%
4%
3%
4%
6%
1%
3%
-%
-%
3%
4%
-%
6%
2%
11
*
*
-
-
-
4
2
-
1
-
2
2
11
Reliability / trust
2%
1%
2%
-%
-%
-%
6%
2%
-%
3%
-%
3%
6%
2%
9
-
1
-
1
2
-
2
1
-
*
2
-
10
Not considered this
2%
-%
5%
-%
5%
4%
-%
3%
4%
-%
*%
3%
-%
2%
Lack of information about products and costs
6
1
-
-
-
2
2
-
-
-
2
-
-
7
by other providers
1%
4%
-%
-%
-%
4%
3%
-%
-%
-%
4%
-%
-%
1%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
*i
h
g
f
e
d
*c
b
*a
Significance Level: 95%
316
54
71
63
28
30
40
58
30
45
25
39
21
504
Unweighted total
431
21
30
27
26
53
63
76
32
43
40
67
31
509
Weighted total Time or extra admin
3
-
*
-
1
-
-
-
-
*
2
-
-
4
required
1%
-%
2%
-%
5%
-%
-%
-%
-%
*%
4%
-%
-%
1%
4
-
-
-
-
-
*
-
-
1
-
2
-
4
Cost
1%
-%
-%
-%
-%
-%
*%
-%
-%
3%
-%
3%
-%
1%
The unreliability of
3
-
-
-
-
-
-
-
1
-
-
2
-
3
email address lists
1%
-%
-%
-%
-%
-%
-%
-%
4%
-%
-%
3%
-%
1%
1
-
-
2
*
-
-
-
-
*
-
-
-
2
Hassle of moving
*%
-%
-%
7%
1%
-%
-%
-%
-%
*%
-%
-%
-%
*%
fklm
Customers are unwilling
2
-
-
-
-
-
-
-
-
-
-
-
2
2
to give email addresses
*%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
6%
*%
Contracted with postal provider / franking
*
-
-
-
-
-
-
*
-
-
-
-
-
*
machine
*%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Other media ineffective
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1
-
-
-
-
-
-
-
1
-
-
-
-
1
No particular reason
*%
-%
-%
-%
-%
-%
-%
-%
4%
-%
-%
-%
-%
*%
m
12
-
*
2
1
-
*
2
1
-
4
*
4
15
Other
3%
-%
2%
7%
5%
-%
*%
2%
4%
-%
9%
*%
12%
3%
l
4
*
3
*
*
-
*
-
-
-
2
2
-
8
Don't know
1%
2%
8%
2%
1%
-%
*%
-%
-%
-%
4%
3%
-%
2%
dfm
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 52                                                | 34        | 84                      | 334       | 35     | 469 | 143   | 361   | 106 | 16   | 13                    | 15         | 62         | 398             |
| 504                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 36                                                | 27        | 81                      | 365       | 20     | 489 | 130   | 379   | 18  | 2    | 2                     | 3          | 11         | 491             |
| 509                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| We have already moved                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| everything that is                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 13                                                | 3         | 19                      | 114       | 7      | 142 | 20    | 129   | 6   | 1    | -                     | 1          | 4          | 143             |
| 149                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| possible to move                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 37%                                               | 12%       | 23%                     | 31%       | 36%    | 29% | 15%   | 34%   | 32% | 31%  | -%                    | 29%        | 40%        | 29%             |
| 29%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Happy with sending                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 9                                                 | 11        | 28                      | 69        | 4      | 114 | 45    | 73    | 5   | 1    | 1                     | 1          | 3          | 113             |
| 118                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| things by mail                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 26%                                               | 42%       | 35%                     | 19%       | 17%    | 23% | 34%   | 19%   | 28% | 25%  | 51%                   | 23%        | 25%        | 23%             |
| 23%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| We prefer to send things                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | 4         | 17                      | 35        | *      | 59  | 22    | 37    | 2   | *    | 1                     | *          | 1          | 57              |
| 59                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| to customers by mail                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 8%                                                | 15%       | 20%                     | 10%       | 2%     | 12% | 17%   | 10%   | 12% | 8%   | 36%                   | 16%        | 6%         | 12%             |
| 12%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 3                                                 | *         | 5                       | 46        | *      | 53  | 13    | 40    | 1   | *    | -                     | *          | 1          | 52              |
| 54                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| No reason                                         |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 7%                                                | 1%        | 6%                      | 13%       | 2%     | 11% | 10%   | 11%   | 7%  | 8%   | -%                    | 10%        | 7%         | 11%             |
| 11%                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Do not use computers /                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| only one that uses a                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | 2         | 6                       | 34        | 2      | 40  | 11    | 31    | 1   | -    | -                     | -          | 1          | 41              |
| 42                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| computer                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 7%        | 7%                      | 9%        | 9%     | 8%  | 8%    | 8%    | 3%  | -%   | -%                    | -%         | 5%         | 8%              |
| 8%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| No need - do not have a                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 1                       | 34        | 4      | 34  | 12    | 25    | 1   | *    | -                     | *          | *          | 37              |
| 37                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| large volume of mail                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1%                                                | 9%        | 1%                      | 9%        | 20%    | 7%  | 9%    | 7%    | 4%  | 8%   | -%                    | 5%         | 3%         | 7%              |
| 7%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| There is no pressure                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| from customers for us to                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | *         | 5                       | 13        | -      | 20  | 5     | 15    | 1   | *    | *                     | -          | *          | 20              |
| 20                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| move                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | *%        | 6%                      | 4%        | -%     | 4%  | 4%    | 4%    | 4%  | 8%   | 15%                   | -%         | 2%         | 4%              |
| 4%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Planning to do so in the                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 1                       | 9         | -      | 13  | -     | 13    | 1   | -    | *                     | *          | *          | 12              |
| 13                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| future                                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5%                                                | 3%        | 2%                      | 2%        | -%     | 3%  | -%    | 3%    | 4%  | -%   | 11%                   | 12%        | 2%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| No alternative media                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 5                                                 | *         | -                       | 7         | -      | 12  | 4     | 8     | 1   | -    | -                     | *          | *          | 12              |
| 12                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| that would meet my needs                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 13%                                               | 1%        | -%                      | 2%        | -%     | 3%  | 3%    | 2%    | 3%  | -%   | -%                    | 7%         | 4%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Need to send hard copies                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| / keep hard copies of                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 5                       | 3         | *      | 12  | 2     | 10    | 1   | -    | *                     | -          | 1          | 11              |
| 12                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| everything we send                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | 3%        | 7%                      | 1%        | 1%     | 2%  | 1%    | 3%    | 5%  | -%   | 6%                    | -%         | 7%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a                       |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 5                       | 6         | 2      | 9   | 4     | 8     | *   | -    | -                     | -          | *          | 11              |
| 11                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Reliability / trust                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 7%                      | 2%        | 10%    | 2%  | 3%    | 2%    | 1%  | -%   | -%                    | -%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | 2         | 2                       | 6         | -      | 10  | 1     | 10    | *   | -    | -                     | *          | *          | 10              |
| 10                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Not considered this                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 7%        | 3%                      | 2%        | -%     | 2%  | *%    | 3%    | 2%  | -%   | -%                    | 5%         | 1%         | 2%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
|    | £5k   | £1k   |
|----|-------|-------|
| c  | c     | b     |
| a  | a     | a     |
| a  | a     |       |
| c  |       |       |
| d  |       |       |
| b  |       |       |
| bd |       |       |
| a  |       |       |
| b  |       |       |
| ab |       |       |
| a  | a     |       |
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
|                                                   |           |                         |           |        |     |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-------------------------|-----------|--------|-----|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k               | Less than | Branch | HQ  | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b                       | a         | b      | a   | b     | a     | f   |      |                       |            |            |                 |
| *e                                                | *d        | *c                      |           |        |     |       |       |     |      |                       |            |            |                 |
| b                                                 | a         | Significance Level: 95% |           |        |     |       |       |     |      |                       |            |            |                 |
| 52                                                | 34        | 84                      | 334       | 35     | 469 | 143   | 361   | 106 | 16   | 13                    | 15         | 62         | 398             |
| 504                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 36                                                | 27        | 81                      | 365       | 20     | 489 | 130   | 379   | 18  | 2    | 2                     | 3          | 11         | 491             |
| 509                                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Lack of information                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| about products and costs                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | *         | 2                       | 4         | -      | 7   | 4     | 2     | -   | -    | -                     | -          | -          | 7               |
| 7                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| by other providers                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | 2%        | 3%                      | 1%        | -%     | 1%  | 3%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Time or extra admin                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | 4         | -      | 4   | -     | 4     | *   | -    | -                     | -          | *          | 4               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| required                                          |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | 1%        | -%     | 1%  | -%    | 1%    | 1%  | -%   | -%                    | -%         | 2%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | 4         | -      | 4   | 2     | 1     | *   | -    | -                     | -          | *          | 3               |
| 4                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Cost                                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | 1%        | -%     | 1%  | 2%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| The unreliability of                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | 2                       | -         | -      | 3   | -     | 3     | -   | -    | -                     | -          | -          | 3               |
| 3                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| email address lists                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 4%                                                | -%        | 3%                      | -%        | -%     | 1%  | -%    | 1%    | -%  | -%   | -%                    | -%         | -%         | 1%              |
| 1%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | *                       | 2         | -      | 2   | *     | 2     | 1   | -    | -                     | -          | 1          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Hassle of moving                                  |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | *%                      | 1%        | -%     | 1%  | *%    | 1%    | 3%  | -%   | -%                    | -%         | 5%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Customers are unwilling                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | 2         | -      | 2   | 2     | -     | -   | -    | -                     | -          | -          | 2               |
| 2                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| to give email addresses                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | *%        | -%     | *%  | 1%    | -%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Contracted with postal                            |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| provider / franking                               |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | *         | -      | *   | -     | *     | *   | -    | -                     | -          | *          | -               |
| *                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| machine                                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | *%        | -%     | *%  | -%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | -%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -                       | -         | -      | -   | -     | -     | -   | -    | -                     | -          | -          | -               |
| -                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other media ineffective                           |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%                      | -%        | -%     | -%  | -%    | -%    | -%  | -%   | -%                    | -%         | -%         | -%              |
| -%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | 1                       | -         | -      | 1   | -     | 1     | -   | -    | -                     | -          | -          | 1               |
| 1                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| No particular reason                              |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | 2%                      | -%        | -%     | *%  | -%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 3                       | 10        | *      | 14  | 5     | 10    | 1   | *    | *                     | -          | *          | 14              |
| 15                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Other                                             |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| 6%                                                | -%        | 3%                      | 3%        | 1%     | 3%  | 3%    | 3%    | 3%  | 6%   | 15%                   | -%         | 1%         | 3%              |
| 3%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *                                                 | *         | *                       | 7         | 3      | 5   | -     | 8     | 1   | 1    | *                     | -          | -          | 7               |
| 8                                                 |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| *%                                                | 1%        | 1%                      | 2%        | 13%    | 1%  | -%    | 2%    | 5%  | 22%  | 18%                   | -%         | -%         | 1%              |
| 2%                                                |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |                         |           |        |     |       |       |     |      |                       |            |            |                 |
| £5k   | £1k   |
|-------|-------|
| a     |       |
| a     | a     |
| a     |       |
| a     |       |

## Qf5. Why Have You Not Moved Any Mail To Other Communication Methods In The Last 12 Months? Base: All Who Have Not Moved Some Mail To Other Communication Methods

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
*f
e
d
c
b
a
Significance Level: 95%
58
56
31
83
15
13
19
29
428
9
20
33
60
70
78
234
504
Unweighted total
54
56
28
83
9
13
13
27
447
9
5
20
57
74
86
259
509
Weighted total We have already moved everything that is
19
12
11
20
1
8
*
13
128
-
1
6
19
21
15
87
149
possible to move
35%
21%
41%
24%
8%
59%
3%
46%
29%
-%
25%
30%
33%
28%
18%
34%
29%
b
b
Happy with sending
14
11
7
19
2
5
5
4
102
4
2
4
16
16
20
57
118
things by mail
26%
20%
24%
23%
23%
40%
37%
16%
23%
42%
31%
19%
28%
21%
23%
22%
23%
We prefer to send things
4
4
4
4
-
1
1
3
55
*
*
1
8
16
11
21
59
to customers by mail
7%
7%
14%
4%
-%
5%
4%
11%
12%
5%
10%
7%
14%
22%
13%
8%
12%
a
3
6
1
8
1
-
-
2
51
2
*
-
5
5
14
28
54
No reason
5%
11%
4%
10%
9%
-%
-%
7%
11%
19%
4%
-%
9%
7%
16%
11%
11%
e
e
Do not use computers / only one that uses a
*
2
-
2
-
-
-
2
40
-
-
-
2
5
4
31
42
computer
1%
3%
-%
3%
-%
-%
-%
7%
9%
-%
-%
-%
4%
6%
4%
12%
8%
be
No need - do not have a
4
3
2
5
-
-
2
2
33
-
-
*
2
4
*
30
37
large volume of mail
7%
5%
6%
5%
-%
-%
14%
8%
7%
-%
-%
2%
3%
6%
1%
12%
7%
b
There is no pressure from customers for us to
3
3
2
4
-
-
2
1
17
*
*
2
1
4
10
3
20
move
6%
5%
8%
5%
-%
-%
16%
5%
4%
4%
6%
11%
1%
5%
12%
1%
4%
ad
ad
Planning to do so in the
-
6
-
6
*
-
1
*
12
1
*
*
4
4
*
3
13
future
-%
10%
-%
7%
2%
-%
4%
*%
3%
14%
5%
2%
6%
5%
1%
1%
2%
b
a
a
No alternative media
4
*
2
2
3
-
-
-
10
2
*
3
-
2
3
2
12
that would meet my needs
7%
1%
8%
2%
33%
-%
-%
-%
2%
21%
2%
15%
-%
3%
4%
1%
2%
abcd
Need to send hard copies / keep hard copies of
5
2
2
5
-
*
1
*
11
-
2
*
4
3
2
1
12
everything we send
9%
3%
6%
6%
-%
1%
4%
2%
2%
-%
35%
2%
7%
4%
2%
*%
2%
a
a
2
-
2
-
-
-
-
4
7
-
-
-
4
2
4
2
11
Reliability / trust
4%
-%
8%
-%
-%
-%
-%
14%
2%
-%
-%
-%
6%
3%
5%
1%
2%
a
a
a
2
2
*
4
-
-
*
-
10
-
-
2
*
*
4
4
10
Not considered this
4%
4%
2%
5%
-%
-%
1%
-%
2%
-%
-%
11%
1%
1%
4%
2%
2%
acd
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Qf5. Why Have You Not Moved Any Mail To Other Communication Methods In The Last 12 Months? Base: All Who Have Not Moved Some Mail To Other Communication Methods

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
*d
*c
*b
a
*g
*f
e
d
c
b
a
Significance Level: 95%
58
56
31
83
15
13
19
29
428
9
20
33
60
70
78
234
504
Unweighted total
54
56
28
83
9
13
13
27
447
9
5
20
57
74
86
259
509
Weighted total
Lack of information about products and costs
2
2
2
2
2
-
-
-
5
-
-
*
-
-
-
6
7
by other providers
4%
4%
8%
3%
25%
-%
-%
-%
1%
-%
-%
2%
-%
-%
-%
2%
1%
Time or extra admin
-
2
-
2
-
-
-
-
4
-
-
-
-
1
2
*
4
required
-%
4%
-%
2%
-%
-%
-%
-%
1%
-%
-%
-%
-%
2%
2%
*%
1%
-
-
-
-
-
-
-
-
4
-
-
-
*
1
2
-
4
Cost
-%
-%
-%
-%
-%
-%
-%
-%
1%
-%
-%
-%
*%
2%
2%
-%
1%
a
a
The unreliability of
-
1
-
1
-
-
1
-
2
-
-
-
1
-
2
-
3
email address lists
-%
2%
-%
2%
-%
-%
10%
-%
*%
-%
-%
-%
2%
-%
2%
-%
1%
a
a
*
*
-
*
-
-
-
-
2
-
-
*
-
*
*
1
2
Hassle of moving
*%
*%
-%
*%
-%
-%
-%
-%
1%
-%
-%
1%
-%
1%
*%
1%
*%
Customers are unwilling
-
-
-
-
-
-
-
-
2
-
-
-
-
-
-
2
2
to give email addresses
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
-%
-%
1%
*%
Contracted with postal provider / franking
-
-
-
-
-
-
-
-
*
-
-
-
-
*
-
-
*
machine
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
-%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Other media ineffective
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
-
-
-
-
-
-
1
-
-
-
1
-
-
-
1
No particular reason
-%
-%
-%
-%
-%
-%
-%
-%
*%
-%
-%
-%
2%
-%
-%
-%
*%
a
1
4
1
4
-
-
2
-
12
2
-
-
*
3
5
4
15
Other
2%
6%
3%
5%
-%
-%
17%
-%
3%
24%
-%
-%
*%
4%
6%
1%
3%
a
*
*
-
*
-
-
*
*
7
-
*
*
*
4
1
2
8
Don't know
*%
*%
-%
*%
-%
-%
1%
1%
2%
-%
2%
1%
1%
6%
1%
1%
2%
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
335
355
90
455
187
381
125
213
461
260
456
171
88
242
504
Unweighted total
338
353
71
463
178
383
99
206
469
243
462
179
73
257
509
Weighted total We have already moved
everything that is
97
110
32
132
61
107
29
62
137
81
135
43
15
91
149
possible to move
29%
31%
45%
29%
34%
28%
29%
30%
29%
33%
29%
24%
20%
35%
29%
b
bc
Happy with sending
77
86
16
109
40
95
23
57
113
67
109
53
19
45
118
things by mail
23%
24%
23%
23%
22%
25%
23%
28%
24%
28%
24%
30%
26%
18%
23%
a
We prefer to send things
40
48
4
55
19
51
11
27
57
32
57
24
10
26
59
to customers by mail
12%
13%
6%
12%
11%
13%
11%
13%
12%
13%
12%
13%
13%
10%
12%
27
38
3
49
10
29
9
19
48
17
47
12
6
35
54
No reason
8%
11%
4%
10%
6%
8%
9%
9%
10%
7%
10%
7%
8%
14%
11%
c
c
Do not use computers / only one that uses a
31
27
2
40
8
33
1
11
40
9
40
19
12
11
42
computer
9%
8%
3%
9%
5%
9%
1%
5%
9%
4%
9%
11%
16%
4%
8%
c
be
be
be
a
a
No need - do not have a
22
20
3
30
12
25
3
11
30
9
30
10
2
25
37
large volume of mail
6%
6%
4%
6%
7%
7%
3%
6%
6%
4%
6%
6%
3%
10%
7%
b
There is no pressure from customers for us to
16
12
3
19
6
20
2
6
19
8
19
4
6
11
20
move
5%
3%
4%
4%
3%
5%
2%
3%
4%
3%
4%
2%
8%
4%
4%
c
Planning to do so in the
10
8
3
11
8
11
5
6
11
10
11
5
2
5
13
future
3%
2%
5%
2%
5%
3%
5%
3%
2%
4%
2%
3%
3%
2%
2%
No alternative media
8
4
1
11
6
11
6
6
12
5
12
9
2
2
12
that would meet my needs
2%
1%
1%
2%
3%
3%
6%
3%
3%
2%
3%
5%
2%
1%
2%
a
Need to send hard copies / keep hard copies of
10
10
3
12
4
12
3
7
12
11
12
3
5
4
12
everything we send
3%
3%
4%
3%
2%
3%
3%
3%
2%
4%
3%
1%
7%
1%
2%
ac
7
7
2
9
7
9
4
9
11
8
11
5
1
5
11
Reliability / trust
2%
2%
3%
2%
4%
2%
4%
4%
2%
3%
2%
3%
1%
2%
2%
8
5
*
10
6
10
6
5
10
5
10
-
2
8
10
Not considered this
2%
1%
*%
2%
4%
3%
6%
2%
2%
2%
2%
-%
3%
3%
2%
ac
c
c
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
335
355
90
455
187
381
125
213
461
260
456
171
88
242
504
Unweighted total
338
353
71
463
178
383
99
206
469
243
462
179
73
257
509
Weighted total Lack of information
about products and costs
7
2
2
7
3
2
-
4
5
4
5
3
-
4
7
by other providers
2%
1%
3%
1%
1%
1%
-%
2%
1%
2%
1%
2%
-%
1%
1%
Time or extra admin
3
2
*
4
1
4
*
*
4
1
4
-
*
4
4
required
1%
1%
*%
1%
1%
1%
*%
*%
1%
*%
1%
-%
*%
1%
1%
1
4
1
4
1
1
1
*
4
4
4
2
-
1
4
Cost
*%
1%
2%
1%
1%
*%
1%
*%
1%
1%
1%
1%
-%
1%
1%
The unreliability of
3
3
-
3
2
3
3
1
3
3
3
3
-
-
3
email address lists
1%
1%
-%
1%
1%
1%
3%
1%
1%
1%
1%
2%
-%
-%
1%
acf
a
2
1
*
2
*
2
*
1
2
1
2
*
1
1
2
Hassle of moving
1%
*%
*%
*%
*%
1%
*%
*%
*%
*%
*%
*%
1%
1%
*%
Customers are unwilling
2
2
2
2
-
2
-
-
2
2
2
-
-
2
2
to give email addresses
1%
1%
3%
*%
-%
*%
-%
-%
*%
1%
*%
-%
-%
1%
*%
ab
Contracted with postal provider / franking
*
*
-
*
*
*
*
-
*
*
*
-
*
-
*
machine
*%
*%
-%
*%
*%
*%
*%
-%
*%
*%
*%
-%
*%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Other media ineffective
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
1
-
1
-
1
-
-
1
1
1
1
-
-
1
No particular reason
-%
*%
-%
*%
-%
*%
-%
-%
*%
1%
*%
1%
-%
-%
*%
11
10
3
14
4
12
2
6
14
8
14
5
3
7
15
Other
3%
3%
5%
3%
2%
3%
2%
3%
3%
3%
3%
3%
4%
3%
3%
4
4
1
7
1
2
1
1
7
2
7
2
4
2
8
Don't know
1%
1%
1%
1%
1%
*%
1%
1%
1%
1%
1%
1%
5%
1%
2%
a
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Qf5. Why Have You Not Moved Any Mail To Other Communication Methods In The Last 12 Months? Base: All Who Have Not Moved Some Mail To Other Communication Methods

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
417
35
52
121
492
250
1
499
360
491
402
488
415
8
73
504
Unweighted total
425
38
46
102
493
244
2
502
357
491
392
488
423
4
76
509
Weighted total We have already moved
everything that is
120
14
15
41
145
86
-
149
101
145
120
143
130
-
19
149
possible to move
28%
38%
32%
40%
29%
35%
-%
30%
28%
29%
31%
29%
31%
-%
24%
29%
b
Happy with sending
105
2
11
19
117
49
-
116
87
116
95
114
93
1
19
118
things by mail
25%
4%
24%
18%
24%
20%
-%
23%
24%
24%
24%
23%
22%
27%
25%
23%
b
b
We prefer to send things
51
1
8
4
55
36
-
57
47
55
46
55
49
-
8
59
to customers by mail
12%
2%
16%
4%
11%
15%
-%
11%
13%
11%
12%
11%
12%
-%
11%
12%
b
c
c
45
7
2
10
52
16
2
49
37
52
32
52
51
-
2
54
No reason
11%
18%
5%
10%
10%
6%
100%
10%
10%
11%
8%
11%
12%
-%
3%
11%
a
Do not use computers / only one that uses a
40
2
-
9
42
20
-
42
28
42
30
42
28
2
13
42
computer
9%
5%
-%
9%
8%
8%
-%
8%
8%
8%
8%
9%
7%
44%
17%
8%
a
c
No need - do not have a
31
4
2
5
33
14
-
37
22
32
25
32
32
-
6
37
large volume of mail
7%
10%
5%
4%
7%
6%
-%
7%
6%
7%
6%
7%
8%
-%
7%
7%
There is no pressure from customers for us to
19
*
1
1
20
9
-
18
12
20
15
20
16
*
4
20
move
4%
*%
3%
1%
4%
4%
-%
4%
3%
4%
4%
4%
4%
12%
5%
4%
Planning to do so in the
10
3
*
2
13
8
-
13
10
13
11
13
12
-
*
13
future
2%
8%
*%
2%
3%
3%
-%
3%
3%
3%
3%
3%
3%
-%
1%
2%
No alternative media
8
2
2
*
12
6
-
12
10
12
10
12
8
-
4
12
that would meet my needs
2%
6%
5%
*%
3%
3%
-%
2%
3%
3%
3%
3%
2%
-%
6%
2%
Need to send hard copies / keep hard copies of
11
-
1
4
12
8
-
12
10
12
11
12
6
*
5
12
everything we send
3%
-%
2%
4%
2%
3%
-%
2%
3%
2%
3%
2%
1%
12%
7%
2%
c
11
-
-
4
11
8
-
11
11
11
11
11
9
-
2
11
Reliability / trust
3%
-%
-%
4%
2%
3%
-%
2%
3%
2%
3%
2%
2%
-%
3%
2%
10
-
-
2
10
5
-
10
10
10
10
10
9
*
1
10
Not considered this
2%
-%
-%
2%
2%
2%
-%
2%
3%
2%
3%
2%
2%
12%
2%
2%
Lack of information about products and costs
5
-
2
6
7
4
-
7
6
7
4
7
5
-
2
7
by other providers
1%
-%
5%
6%
1%
2%
-%
1%
2%
1%
1%
1%
1%
-%
2%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
417
35
52
121
492
250
1
499
360
491
402
488
415
8
73
504
Unweighted total
425
38
46
102
493
244
2
502
357
491
392
488
423
4
76
509
Weighted total Time or extra admin
2
1
-
2
4
3
-
4
3
4
4
4
4
-
-
4
required
1%
3%
-%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
-%
1%
2
1
-
1
4
1
-
4
4
4
4
4
3
-
*
4
Cost
*%
4%
-%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
*%
1%
c
The unreliability of
1
-
2
-
3
-
-
3
1
3
3
3
3
-
-
3
email address lists
*%
-%
5%
-%
1%
-%
-%
1%
*%
1%
1%
1%
1%
-%
-%
1%
c
2
-
-
*
2
1
-
2
2
2
2
2
2
-
1
2
Hassle of moving
1%
-%
-%
*%
1%
*%
-%
*%
*%
1%
1%
1%
*%
-%
1%
*%
Customers are unwilling
2
-
-
2
2
-
-
2
-
2
2
2
2
-
-
2
to give email addresses
*%
-%
-%
2%
*%
-%
-%
*%
-%
*%
*%
*%
*%
-%
-%
*%
a
Contracted with postal provider / franking
*
-
-
-
*
*
-
*
*
*
*
*
*
-
-
*
machine
*%
-%
-%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Other media ineffective
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1
-
-
-
1
1
-
1
1
1
1
1
1
-
-
1
No particular reason
*%
-%
-%
-%
*%
1%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
7
4
4
3
13
7
-
15
10
15
11
15
10
-
4
15
Other
2%
11%
8%
3%
3%
3%
-%
3%
3%
3%
3%
3%
2%
-%
5%
3%
c
c
7
*
*
1
8
4
-
8
6
8
5
8
6
*
1
8
Don't know
2%
*%
*%
1%
2%
2%
-%
2%
2%
2%
1%
2%
1%
5%
1%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
b
a
b
*a
c
*b
a
Significance Level: 95%
3
107
394
100
28
362
78
426
504
-
420
29
49
504
Unweighted total
2
101
394
108
36
357
76
433
509
-
424
33
47
509
Weighted total
We have already moved
everything that is
-
25
111
37
17
102
5
144
149
-
122
13
13
149
possible to move
-%
25%
28%
35%
46%
28%
6%
33%
29%
-%
29%
41%
28%
29%
b
Happy with sending
-
29
99
15
3
96
17
101
118
-
104
5
9
118
things by mail
-%
28%
25%
14%
8%
27%
22%
23%
23%
-%
24%
16%
19%
23%
a
We prefer to send things
-
9
44
13
4
43
7
51
59
-
51
2
6
59
to customers by mail
-%
9%
11%
12%
11%
12%
10%
12%
12%
-%
12%
7%
12%
12%
-
6
47
6
5
25
10
44
54
-
50
*
2
54
No reason
-%
6%
12%
5%
14%
7%
13%
10%
11%
-%
12%
*%
4%
11%
Do not use computers / only one that uses a
-
2
32
10
2
26
25
17
42
-
38
2
2
42
computer
-%
2%
8%
9%
5%
7%
33%
4%
8%
-%
9%
6%
4%
8%
a
No need - do not have a
-
6
30
7
2
29
13
24
37
-
37
-
*
37
large volume of mail
-%
6%
8%
6%
6%
8%
17%
6%
7%
-%
9%
-%
*%
7%
a
a
There is no pressure from customers for us to
-
6
11
9
*
13
-
20
20
-
17
2
2
20
move
-%
6%
3%
9%
1%
4%
-%
5%
4%
-%
4%
5%
4%
4%
b
Planning to do so in the
-
6
8
5
4
6
-
13
13
-
8
2
2
13
future
-%
6%
2%
5%
12%
2%
-%
3%
2%
-%
2%
5%
5%
2%
No alternative media
*
4
9
3
-
10
2
11
12
-
6
2
4
12
that would meet my needs
10%
4%
2%
3%
-%
3%
2%
2%
2%
-%
1%
7%
8%
2%
c
Need to send hard copies / keep hard copies of
1
5
8
3
2
7
-
12
12
-
6
*
5
12
everything we send
66%
5%
2%
3%
5%
2%
-%
3%
2%
-%
1%
1%
11%
2%
c
-
2
9
2
2
8
-
11
11
-
7
-
4
11
Reliability / trust
-%
2%
2%
2%
5%
2%
-%
3%
2%
-%
2%
-%
8%
2%
c
-
5
10
1
*
10
-
10
10
-
9
2
-
10
Not considered this
-%
5%
2%
1%
1%
3%
-%
2%
2%
-%
2%
6%
-%
2%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
*b
a
b
a
b
*a
c
*b
a
Significance Level: 95%
3
107
394
100
28
362
78
426
504
-
420
29
49
504
Unweighted total
2
101
394
108
36
357
76
433
509
-
424
33
47
509
Weighted total
Lack of information
about products and costs
-
4
2
4
*
4
*
6
7
-
3
4
-
7
by other providers
-%
4%
1%
4%
1%
1%
1%
1%
1%
-%
1%
12%
-%
1%
b
Time or extra admin
-
*
2
2
-
4
-
4
4
-
4
*
-
4
required
-%
*%
*%
2%
-%
1%
-%
1%
1%
-%
1%
1%
-%
1%
-
-
1
2
2
*
-
4
4
-
4
-
-
4
Cost
-%
-%
*%
2%
6%
*%
-%
1%
1%
-%
1%
-%
-%
1%
The unreliability of
-
1
3
-
-
2
-
3
3
-
2
-
1
3
email address lists
-%
1%
1%
-%
-%
1%
-%
1%
1%
-%
*%
-%
3%
1%
-
*
2
*
-
2
*
2
2
-
2
*
-
2
Hassle of moving
-%
*%
1%
*%
-%
1%
1%
*%
*%
-%
1%
1%
-%
*%
Customers are unwilling
-
-
2
-
-
2
-
2
2
-
2
-
-
2
to give email addresses
-%
-%
*%
-%
-%
1%
-%
*%
*%
-%
*%
-%
-%
*%
Contracted with postal provider / franking
-
-
*
-
-
*
-
*
*
-
-
*
-
*
machine
-%
-%
*%
-%
-%
*%
-%
*%
*%
-%
-%
*%
-%
*%
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Other media ineffective
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-%
-
-
1
-
-
1
-
1
1
-
1
-
-
1
No particular reason
-%
-%
*%
-%
-%
*%
-%
*%
*%
-%
*%
-%
-%
*%
*
4
9
5
1
12
*
14
15
-
10
*
4
15
Other
24%
4%
2%
4%
2%
3%
1%
3%
3%
-%
2%
1%
9%
3%
c
-
1
4
3
-
7
4
4
8
-
3
*
2
8
Don't know
-%
1%
1%
3%
-%
2%
5%
1%
2%
-%
1%
1%
4%
2%
a
c
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
166
126
109
103
504
Unweighted total
170
134
108
97
509
Weighted total We have already moved everything that is
72
42
25
10
149
possible to move
42%
32%
23%
10%
29%
ab
a
a
Happy with sending
31
28
24
35
118
things by mail
18%
21%
23%
36%
23%
bcd
We prefer to send things
16
18
9
16
59
to customers by mail
9%
14%
9%
16%
12%
18
14
10
12
54
No reason
10%
10%
9%
13%
11%
Do not use computers / only one that uses a
11
16
10
4
42
computer
7%
12%
9%
4%
8%
a
No need - do not have a
11
7
5
15
37
large volume of mail
6%
5%
5%
15%
7%
bcd
There is no pressure from customers for us to
6
2
5
8
20
move
3%
2%
4%
8%
4%
c
Planning to do so in the
1
1
5
6
13
future
*%
1%
5%
6%
2%
d
cd
No alternative media
2
1
7
2
12
that would meet my needs
1%
1%
7%
2%
2%
cd
Need to send hard copies / keep hard copies of
3
3
4
2
12
everything we send
2%
2%
4%
2%
2%
2
-
4
6
11
Reliability / trust
1%
-%
3%
6%
2%
c
cd
2
4
2
2
10
Not considered this
1%
3%
2%
2%
2%
Lack of information about products and costs
2
3
2
-
7
by other providers
1%
2%
2%
-%
1%
Columns Tested: a,b,c,d
QF5. Why have you not moved any mail to other communication methods in the last 12 months?
Base: All who have not moved some mail to other communication methods
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
166
126
109
103
504
Unweighted total
170
134
108
97
509
Weighted total Time or extra admin
-
*
3
*
4
required
-%
*%
3%
*%
1%
d
2
-
-
1
4
Cost
1%
-%
-%
1%
1%
The unreliability of
-
-
3
-
3
email address lists
-%
-%
3%
-%
1%
cd
*
-
1
1
2
Hassle of moving
*%
-%
1%
1%
*%
Customers are unwilling
-
2
-
-
2
to give email addresses
-%
1%
-%
-%
*%
Contracted with postal provider / franking
*
-
-
-
*
machine
*%
-%
-%
-%
*%
-
-
-
-
-
Other media ineffective
-%
-%
-%
-%
-%
-
-
1
-
1
No particular reason
-%
-%
1%
-%
*%
7
*
3
5
15
Other
4%
*%
2%
5%
3%
c
c
3
3
1
1
8
Don't know
2%
2%
1%
1%
2%
Columns Tested: a,b,c,d
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
707
120
122
151
59
87
91
147
84
74
53
67
45
1100
Unweighted total
948
42
45
60
62
156
125
202
83
74
72
110
64
1095
Weighted total
456
19
13
28
28
79
54
94
43
34
33
58
32
516
Cost saving
48%
46%
30%
46%
46%
51%
43%
47%
51%
46%
46%
53%
51%
47%
k
k
k
k
k
k
k
k
k
k
k
k
429
19
24
26
26
71
70
104
39
29
35
36
20
498
Quicker
45%
45%
53%
44%
41%
46%
56%
51%
46%
39%
49%
32%
31%
45%
b
ab
abd
ab
215
9
7
18
10
40
20
42
22
22
18
30
11
248
Customer preferences
23%
21%
17%
30%
16%
26%
16%
21%
26%
30%
25%
28%
18%
23%
gik
gk
Convenience / ease of
151
4
9
7
7
26
20
33
7
12
15
18
13
171
use
16%
10%
20%
12%
11%
17%
16%
16%
8%
17%
21%
16%
20%
16%
el
e
66
2
2
3
4
11
6
16
10
3
4
5
7
73
Price of postage
7%
4%
4%
6%
7%
7%
5%
8%
12%
4%
5%
4%
11%
7%
kl
Proof of delivery / know it has got there /
67
1
2
1
3
6
11
18
7
4
8
9
-
71
reliable
7%
3%
4%
2%
4%
4%
9%
9%
8%
6%
11%
8%
-%
6%
j
aj
ajl
j
ajl
aj
Everyone else is doing it / client's like this
45
3
3
5
4
5
6
10
4
3
4
9
2
55
method
5%
6%
7%
8%
7%
3%
4%
5%
5%
4%
5%
8%
3%
5%
Speed - instantaneous /
51
1
2
1
4
9
2
14
4
8
2
5
4
55
fast response
5%
1%
5%
2%
7%
6%
1%
7%
5%
11%
2%
4%
6%
5%
j
gjl
gjl
28
1
2
4
4
3
2
6
3
2
2
5
2
34
Environmental reasons
3%
3%
3%
6%
7%
2%
2%
3%
3%
3%
2%
4%
3%
3%
Unreliable postal
27
1
*
1
1
-
6
6
3
*
4
2
6
29
service
3%
2%
*%
2%
2%
-%
4%
3%
3%
*%
5%
2%
9%
3%
hk
hk
dhjkm
Good for sending
23
1
1
1
1
*
4
4
*
3
*
7
4
25
invoices /attachments
2%
1%
2%
1%
2%
*%
3%
2%
*%
4%
*%
6%
6%
2%
ehj
eh
Reduce admin time spent
15
1
1
2
1
-
2
2
-
1
*
5
4
19
on alternative media
2%
3%
2%
4%
2%
-%
1%
1%
-%
2%
*%
4%
6%
2%
ehm
Offers more creative
17
1
*
1
-
-
2
5
3
3
-
2
2
19
choices
2%
2%
*%
2%
-%
-%
2%
3%
3%
4%
-%
2%
3%
2%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
707
120
122
151
59
87
91
147
84
74
53
67
45
1100
Unweighted total
948
42
45
60
62
156
125
202
83
74
72
110
64
1095
Weighted total Increase in postal
17
1
*
-
1
-
4
4
3
*
-
-
6
18
prices
2%
2%
1%
-%
2%
-%
3%
2%
3%
*%
-%
-%
9%
2%
j
j
bcdfhjk
m
8
-
-
*
*
-
2
2
-
*
4
*
-
8
More efficent
1%
-%
-%
*%
*%
-%
1%
1%
-%
*%
5%
*%
-%
1%
ehjklm
5
-
*
-
1
-
2
-
-
-
-
-
2
5
For BACS transfers
1%
-%
*%
-%
2%
-%
1%
-%
-%
-%
-%
-%
3%
*%
fj
4
-
-
-
-
2
-
-
-
-
-
2
-
4
Royal Mail strike action
*%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
2%
-%
*%
Company budget has been
*
*
*
*
-
-
-
-
*
-
-
-
-
1
diverted to other media
*%
*%
1%
*%
-%
-%
-%
-%
*%
-%
-%
-%
-%
*%
m
29
2
3
2
3
2
5
7
3
3
*
2
4
35
Other
3%
5%
7%
3%
4%
1%
4%
4%
3%
4%
1%
2%
6%
3%
m
5
-
-
-
1
-
*
4
-
-
-
-
-
5
Don't know
1%
-%
-%
-%
2%
-%
*%
2%
-%
-%
-%
-%
-%
*%
Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
|                                                   |           |           |                         |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-------------------------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than               | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a                       | b      | a    | b     | a     | f   | e    |                       |            |            |                 |
| *d                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 | b         | a         | Significance Level: 95% |        |      |       |       |     |      |                       |            |            |                 |
| 98                                                | 93        | 227       | 682                     | 91     | 1009 | 363   | 737   | 288 | 37   | 29                    | 40         | 182        | 812             |
| 1100                                              |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 59                                                | 78        | 210       | 748                     | 39     | 1056 | 333   | 762   | 46  | 6    | 5                     | 7          | 28         | 1049            |
| 1095                                              |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 34                                                | 38        | 92        | 352                     | 19     | 497  | 145   | 371   | 21  | 2    | 2                     | 4          | 13         | 495             |
| 516                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Cost saving                                       |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 58%                                               | 48%       | 44%       | 47%                     | 49%    | 47%  | 44%   | 49%   | 46% | 41%  | 45%                   | 53%        | 46%        | 47%             |
| 47%                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 26                                                | 36        | 97        | 338                     | 17     | 480  | 158   | 340   | 20  | 2    | 2                     | 4          | 12         | 477             |
| 498                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Quicker                                           |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 44%                                               | 46%       | 46%       | 45%                     | 45%    | 45%  | 47%   | 45%   | 44% | 41%  | 39%                   | 53%        | 43%        | 46%             |
| 45%                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 16        | 52        | 177                     | 10     | 238  | 61    | 188   | 9   | 1    | 1                     | 1          | 6          | 239             |
| 248                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Customer preferences                              |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 6%                                                | 21%       | 25%       | 24%                     | 27%    | 23%  | 18%   | 25%   | 20% | 12%  | 21%                   | 17%        | 22%        | 23%             |
| 23%                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | d         | d         | b                       |        |      |       |       |     |      |                       |            |            |                 |
| Convenience / ease of                             |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 6                                                 | 17        | 39        | 109                     | 3      | 168  | 50    | 121   | 6   | 1    | *                     | 1          | 4          | 165             |
| 171                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| use                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 10%                                               | 21%       | 19%       | 15%                     | 8%     | 16%  | 15%   | 16%   | 14% | 17%  | 8%                    | 12%        | 15%        | 16%             |
| 16%                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | b         |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 7         | 12        | 50                      | 1      | 72   | 27    | 45    | 3   | -    | 1                     | *          | 2          | 70              |
| 73                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Price of postage                                  |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 9%        | 6%        | 7%                      | 3%     | 7%   | 8%    | 6%    | 5%  | -%   | 13%                   | 2%         | 6%         | 7%              |
| 7%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Proof of delivery / know                          |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| it has got there /                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 4                                                 | 6         | 16        | 44                      | 4      | 67   | 17    | 54    | 4   | 1    | *                     | 1          | 2          | 67              |
| 71                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| reliable                                          |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 7%                                                | 8%        | 8%        | 6%                      | 10%    | 6%   | 5%    | 7%    | 9%  | 10%  | 4%                    | 14%        | 8%         | 6%              |
| 6%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Everyone else is doing                            |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| it / client's like this                           |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 4         | 8         | 41                      | 1      | 54   | 18    | 37    | 3   | -    | 1                     | *          | 2          | 52              |
| 55                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| method                                            |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 6%        | 4%        | 6%                      | 2%     | 5%   | 5%    | 5%    | 6%  | -%   | 15%                   | 5%         | 6%         | 5%              |
| 5%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Speed - instantaneous /                           |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 5         | 8         | 40                      | *      | 54   | 20    | 34    | 2   | *    | -                     | *          | 1          | 53              |
| 55                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| fast response                                     |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 7%        | 4%        | 5%                      | 1%     | 5%   | 6%    | 5%    | 3%  | 2%   | -%                    | 5%         | 4%         | 5%              |
| 5%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | 1         | 4         | 28                      | 3      | 31   | 10    | 24    | 3   | *    | *                     | *          | 2          | 31              |
| 34                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Environmental reasons                             |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 2%                                                | 1%        | 2%        | 4%                      | 7%     | 3%   | 3%    | 3%    | 7%  | 7%   | 4%                    | 6%         | 8%         | 3%              |
| 3%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Unreliable postal                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 4                                                 | 2         | 4         | 19                      | -      | 29   | 5     | 23    | 1   | -    | -                     | *          | *          | 28              |
| 29                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| service                                           |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 6%                                                | 2%        | 2%        | 3%                      | -%     | 3%   | 2%    | 3%    | 2%  | -%   | -%                    | 7%         | 1%         | 3%              |
| 3%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| b                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Good for sending                                  |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 2         | 3         | 17                      | *      | 25   | 12    | 13    | 2   | *    | 1                     | *          | 1          | 23              |
| 25                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| invoices /attachments                             |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 3%        | 2%        | 2%                      | 1%     | 2%   | 4%    | 2%    | 4%  | 2%   | 12%                   | 2%         | 4%         | 2%              |
| 2%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Reduce admin time spent                           |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 1         | 4         | 14                      | *      | 19   | 4     | 16    | 1   | *    | *                     | -          | *          | 18              |
| 19                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| on alternative media                              |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 2%        | 2%        | 2%                      | 1%     | 2%   | 1%    | 2%    | 2%  | 8%   | 2%                    | -%         | 2%         | 2%              |
| 2%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| abf                                               |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Offers more creative                              |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | 1         | 5         | 11                      | 1      | 18   | 4     | 15    | 1   | *    | *                     | -          | 1          | 18              |
| 19                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| choices                                           |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 2%        | 2%        | 1%                      | 2%     | 2%   | 1%    | 2%    | 3%  | 7%   | 4%                    | -%         | 2%         | 2%              |
| 2%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Increase in postal                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 1                                                 | -         | 1         | 16                      | -      | 18   | 7     | 11    | 1   | -    | -                     | *          | *          | 18              |
| 18                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| prices                                            |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 1%                                                | -%        | 1%        | 2%                      | -%     | 2%   | 2%    | 1%    | 1%  | -%   | -%                    | 3%         | 1%         | 2%              |
| 2%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
|                                                   |           |           |                         |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-------------------------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than               | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a                       | b      | a    | b     | a     | f   | e    |                       |            |            |                 |
| *d                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| c                                                 | b         | a         | Significance Level: 95% |        |      |       |       |     |      |                       |            |            |                 |
| 98                                                | 93        | 227       | 682                     | 91     | 1009 | 363   | 737   | 288 | 37   | 29                    | 40         | 182        | 812             |
| 1100                                              |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 59                                                | 78        | 210       | 748                     | 39     | 1056 | 333   | 762   | 46  | 6    | 5                     | 7          | 28         | 1049            |
| 1095                                              |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | 2         | 4                       | -      | 8    | 2     | 6     | 1   | -    | -                     | *          | 1          | 7               |
| 8                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| More efficent                                     |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 4%                                                | -%        | 1%        | *%                      | -%     | 1%   | 1%    | 1%    | 2%  | -%   | -%                    | 3%         | 2%         | 1%              |
| 1%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 5                       | -      | 5    | 1     | 4     | *   | -    | -                     | -          | *          | 5               |
| 5                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| For BACS transfers                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 1%                      | -%     | *%   | *%    | *%    | *%  | -%   | -%                    | -%         | *%         | *%              |
| *%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| -                                                 | -         | -         | 4                       | -      | 4    | 2     | 2     | -   | -    | -                     | -          | -          | 4               |
| 4                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Royal Mail strike action                          |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| -%                                                | -%        | -%        | 1%                      | -%     | *%   | 1%    | *%    | -%  | -%   | -%                    | -%         | -%         | *%              |
| *%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Company budget has been                           |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | -         | 1         | *                       | *      | 1    | *     | *     | *   | *    | *                     | -          | -          | *               |
| 1                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| diverted to other media                           |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | -%        | *%        | *%                      | 1%     | *%   | *%    | *%    | 1%  | 4%   | 4%                    | -%         | -%         | *%              |
| *%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| *                                                 | 3         | 4         | 28                      | 1      | 35   | 8     | 27    | 1   | *    | -                     | *          | 1          | 34              |
| 35                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Other                                             |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| *%                                                | 3%        | 2%        | 4%                      | 2%     | 3%   | 2%    | 4%    | 2%  | 4%   | -%                    | 2%         | 3%         | 3%              |
| 3%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 2                                                 | -         | *         | 3                       | 2      | 3    | 2     | 3     | *   | -    | -                     | -          | *          | 5               |
| 5                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Don't know                                        |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | -%        | *%        | *%                      | 5%     | *%   | 1%    | *%    | 1%  | -%   | -%                    | -%         | 1%         | *%              |
| *%                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |                         |        |      |       |       |     |      |                       |            |            |                 |
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
153
141
85
208
26
38
35
65
936
4
58
87
187
150
228
386
1100
Unweighted total
162
123
95
191
21
30
30
48
966
*
24
58
161
165
226
460
1095
Weighted total
87
68
54
101
11
21
16
22
446
*
14
31
84
71
101
214
516
Cost saving
54%
55%
57%
53%
52%
69%
54%
46%
46%
100%
60%
53%
52%
43%
45%
47%
47%
ab
bc
61
53
41
73
14
8
11
24
440
-
9
27
71
77
96
217
498
Quicker
38%
43%
43%
38%
66%
28%
37%
51%
46%
-%
39%
47%
44%
47%
42%
47%
45%
d
d
26
23
19
30
2
2
3
7
234
*
3
10
33
45
64
93
248
Customer preferences
16%
19%
20%
16%
11%
7%
9%
15%
24%
23%
13%
17%
21%
27%
28%
20%
23%
cd
f
aef
Convenience / ease of
32
19
16
34
4
4
4
5
154
*
3
10
23
20
39
77
171
use
20%
15%
17%
18%
21%
13%
12%
10%
16%
23%
13%
16%
14%
12%
17%
17%
16%
12
6
8
10
*
2
6
1
63
-
1
5
12
14
12
29
73
Price of postage
7%
5%
9%
5%
1%
7%
20%
2%
7%
-%
3%
8%
8%
8%
5%
6%
7%
ab
Proof of delivery / know it has got there /
13
12
10
15
2
*
2
6
61
*
1
4
12
11
18
25
71
reliable
8%
10%
10%
8%
9%
*%
7%
13%
6%
23%
5%
6%
7%
6%
8%
6%
6%
ad
Everyone else is doing it / client's like this
6
5
5
6
1
*
3
3
48
*
1
3
7
5
14
25
55
method
3%
4%
6%
3%
4%
*%
10%
7%
5%
23%
3%
4%
5%
3%
6%
6%
5%
Speed - instantaneous /
2
7
*
9
*
2
1
7
44
-
-
4
12
8
9
21
55
fast response
1%
5%
*%
5%
2%
8%
4%
14%
5%
-%
-%
7%
8%
5%
4%
5%
5%
a
f
f
4
8
2
10
1
*
3
2
29
-
1
2
5
3
8
15
34
Environmental reasons
3%
6%
2%
5%
3%
1%
9%
3%
3%
-%
2%
4%
3%
2%
3%
3%
3%
Unreliable postal
4
2
2
4
*
2
5
-
22
-
-
2
2
8
7
10
29
service
2%
2%
2%
2%
1%
6%
16%
-%
2%
-%
-%
3%
1%
5%
3%
2%
3%
b
ab
d
Good for sending
3
4
2
5
2
-
1
2
21
-
1
2
4
4
*
13
25
invoices /attachments
2%
3%
2%
3%
9%
-%
2%
4%
2%
-%
4%
4%
2%
2%
*%
3%
2%
b
b
b
b
b
Reduce admin time spent
5
3
4
4
-
*
-
2
18
-
*
1
3
1
3
11
19
on alternative media
3%
2%
4%
2%
-%
*%
-%
4%
2%
-%
1%
2%
2%
1%
1%
2%
2%
Offers more creative
3
*
-
3
1
*
-
-
17
-
*
2
4
2
2
8
19
choices
2%
*%
-%
2%
6%
1%
-%
-%
2%
-%
1%
3%
2%
1%
1%
2%
2%
Increase in postal
3
4
2
5
-
-
2
-
16
-
*
-
2
4
6
7
18
prices
2%
3%
2%
2%
-%
-%
7%
-%
2%
-%
1%
-%
1%
2%
2%
2%
2%

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
*e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
153
141
85
208
26
38
35
65
936
4
58
87
187
150
228
386
1100
Unweighted total
162
123
95
191
21
30
30
48
966
*
24
58
161
165
226
460
1095
Weighted total
2
2
2
2
-
*
-
2
6
-
*
-
2
-
2
4
8
More efficent
1%
2%
2%
1%
-%
1%
-%
4%
1%
-%
1%
-%
1%
-%
1%
1%
1%
a
-
1
-
1
-
-
-
-
5
-
-
-
-
-
2
3
5
For BACS transfers
-%
1%
-%
1%
-%
-%
-%
-%
1%
-%
-%
-%
-%
-%
1%
1%
*%
2
-
-
2
-
-
-
-
4
-
-
-
-
2
-
2
4
Royal Mail strike action
1%
-%
-%
1%
-%
-%
-%
-%
*%
-%
-%
-%
-%
1%
-%
*%
*%
Company budget has been
*
*
-
*
-
*
-
-
1
-
*
-
*
*
*
-
1
diverted to other media
*%
*%
-%
*%
-%
1%
-%
-%
*%
-%
1%
-%
*%
*%
*%
-%
*%
4
3
2
5
-
-
*
*
35
*
*
*
6
3
9
17
35
Other
2%
3%
3%
3%
-%
-%
*%
1%
4%
23%
1%
*%
4%
2%
4%
4%
3%
4
*
-
4
*
-
2
*
3
-
*
-
1
2
2
-
5
Don't know
2%
*%
-%
2%
1%
-%
6%
*%
*%
-%
1%
-%
1%
1%
1%
-%
*%
a
a
Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
772
853
207
1034
514
882
328
553
1045
698
1028
345
210
535
1100
Unweighted total
738
841
163
1018
491
885
281
524
1034
661
1016
319
209
555
1095
Weighted total
375
378
95
477
240
411
131
254
484
300
475
125
109
276
516
Cost saving
51%
45%
58%
47%
49%
46%
47%
49%
47%
45%
47%
39%
52%
50%
47%
a
ab
c
c
307
397
79
457
236
405
116
235
472
320
461
146
87
259
498
Quicker
42%
47%
49%
45%
48%
46%
41%
45%
46%
48%
45%
46%
42%
47%
45%
b
e
174
196
28
234
100
208
61
115
236
150
232
83
39
124
248
Customer preferences
24%
23%
17%
23%
20%
23%
22%
22%
23%
23%
23%
26%
19%
22%
23%
b
Convenience / ease of
114
142
28
163
90
142
43
84
165
107
165
48
32
90
171
use
16%
17%
17%
16%
18%
16%
15%
16%
16%
16%
16%
15%
15%
16%
16%
53
49
8
63
32
61
18
29
67
39
65
18
10
43
73
Price of postage
7%
6%
5%
6%
7%
7%
7%
6%
6%
6%
6%
6%
5%
8%
7%
Proof of delivery / know it has got there /
42
60
13
67
37
60
26
46
70
42
70
16
16
39
71
reliable
6%
7%
8%
7%
8%
7%
9%
9%
7%
6%
7%
5%
8%
7%
6%
Everyone else is doing it / client's like this
40
41
10
54
21
44
17
24
54
41
54
17
8
30
55
method
5%
5%
6%
5%
4%
5%
6%
5%
5%
6%
5%
5%
4%
5%
5%
Speed - instantaneous /
41
45
6
53
17
48
22
22
54
34
54
13
9
31
55
fast response
6%
5%
4%
5%
3%
5%
8%
4%
5%
5%
5%
4%
4%
6%
5%
d
22
31
6
32
16
26
10
17
34
21
33
6
10
18
34
Environmental reasons
3%
4%
4%
3%
3%
3%
4%
3%
3%
3%
3%
2%
5%
3%
3%
c
Unreliable postal
22
17
3
25
12
25
9
13
27
16
27
8
6
15
29
service
3%
2%
2%
3%
3%
3%
3%
2%
3%
2%
3%
2%
3%
3%
3%
Good for sending
20
23
4
25
10
23
16
12
25
17
25
10
4
11
25
invoices /attachments
3%
3%
2%
2%
2%
3%
6%
2%
2%
3%
2%
3%
2%
2%
2%
abcdf
Reduce admin time spent
10
13
3
14
11
13
3
12
12
9
12
6
8
5
19
on alternative media
1%
2%
2%
1%
2%
1%
1%
2%
1%
1%
1%
2%
4%
1%
2%
a
Offers more creative
16
15
5
17
10
15
5
8
17
16
17
7
3
10
19
choices
2%
2%
3%
2%
2%
2%
2%
2%
2%
2%
2%
2%
1%
2%
2%
Increase in postal
13
13
1
17
6
13
2
9
17
10
17
7
2
9
18
prices
2%
2%
1%
2%
1%
2%
1%
2%
2%
2%
2%
2%
1%
2%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
772
853
207
1034
514
882
328
553
1045
698
1028
345
210
535
1100
Unweighted total
738
841
163
1018
491
885
281
524
1034
661
1016
319
209
555
1095
Weighted total
4
4
2
6
4
6
*
4
8
4
6
*
2
6
8
More efficent
1%
*%
1%
1%
1%
1%
*%
1%
1%
1%
1%
*%
1%
1%
1%
3
3
-
3
*
5
-
-
3
1
3
-
*
5
5
For BACS transfers
*%
*%
-%
*%
*%
1%
-%
-%
*%
*%
*%
-%
*%
1%
*%
4
-
-
4
-
2
-
4
2
2
2
2
-
2
4
Royal Mail strike action
1%
-%
-%
*%
-%
*%
-%
1%
*%
*%
*%
1%
-%
*%
*%
a
Company budget has been
1
1
*
1
1
*
*
1
1
1
1
1
-
*
1
diverted to other media
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
*%
-%
*%
*%
20
29
6
34
15
30
5
10
35
18
35
12
7
17
35
Other
3%
3%
4%
3%
3%
3%
2%
2%
3%
3%
3%
4%
3%
3%
3%
2
5
2
5
3
5
2
4
5
5
5
4
*
1
5
Don't know
*%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
1%
*%
*%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
784
207
106
287
1080
674
-
1096
866
1086
974
1083
854
27
203
1100
Unweighted total
790
202
99
256
1074
652
-
1090
844
1076
954
1072
864
32
184
1095
Weighted total
339
131
43
139
504
311
-
514
399
504
452
502
374
16
118
516
Cost saving
43%
65%
44%
54%
47%
48%
-%
47%
47%
47%
47%
47%
43%
51%
64%
47%
ac
b
c
389
63
46
126
488
291
-
497
389
488
434
488
406
11
70
498
Quicker
49%
31%
46%
49%
45%
45%
-%
46%
46%
45%
46%
46%
47%
36%
38%
45%
b
b
a
189
38
21
59
243
155
-
248
197
242
215
240
208
11
32
248
Customer preferences
24%
19%
21%
23%
23%
24%
-%
23%
23%
22%
23%
22%
24%
33%
17%
23%
a
Convenience / ease of
125
19
27
46
169
114
-
171
133
171
157
171
139
7
25
171
use
16%
9%
27%
18%
16%
18%
-%
16%
16%
16%
16%
16%
16%
22%
13%
16%
b
bc
50
22
1
9
73
41
-
73
57
71
65
71
53
2
19
73
Price of postage
6%
11%
1%
3%
7%
6%
-%
7%
7%
7%
7%
7%
6%
7%
10%
7%
a
ac
c
c
Proof of delivery / know it has got there /
46
19
6
18
66
40
-
71
56
67
62
67
52
3
15
71
reliable
6%
10%
6%
7%
6%
6%
-%
7%
7%
6%
7%
6%
6%
9%
8%
6%
c
Everyone else is doing
it / client's like this
41
6
7
9
55
30
-
55
35
55
47
54
47
1
4
55
method
5%
3%
7%
4%
5%
5%
-%
5%
4%
5%
5%
5%
5%
4%
2%
5%
Speed - instantaneous /
43
6
6
16
52
42
-
55
46
50
48
49
39
1
13
55
fast response
5%
3%
6%
6%
5%
6%
-%
5%
5%
5%
5%
5%
4%
4%
7%
5%
23
8
3
7
34
24
-
34
30
34
31
34
28
3
4
34
Environmental reasons
3%
4%
3%
3%
3%
4%
-%
3%
4%
3%
3%
3%
3%
11%
2%
3%
Unreliable postal
19
10
-
5
27
19
-
29
27
27
25
27
17
*
10
29
service
2%
5%
-%
2%
2%
3%
-%
3%
3%
2%
3%
2%
2%
*%
5%
3%
a
c
Good for sending
21
3
1
3
25
21
-
25
21
23
21
23
19
2
6
25
invoices /attachments
3%
1%
1%
1%
2%
3%
-%
2%
3%
2%
2%
2%
2%
6%
3%
2%
Reduce admin time spent
7
2
10
9
18
10
-
19
14
18
17
16
18
-
1
19
on alternative media
1%
1%
10%
3%
2%
1%
-%
2%
2%
2%
2%
1%
2%
-%
*%
2%
bc
Offers more creative
16
1
2
5
19
11
-
19
15
19
18
19
18
-
1
19
choices
2%
1%
2%
2%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
*%
2%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
*b
a
Significance Level: 95%
784
207
106
287
1080
674
-
1096
866
1086
974
1083
854
27
203
1100
Unweighted total
790
202
99
256
1074
652
-
1090
844
1076
954
1072
864
32
184
1095
Weighted total
Increase in postal
14
4
*
1
18
11
-
18
15
17
17
17
14
-
5
18
prices
2%
2%
*%
1%
2%
2%
-%
2%
2%
2%
2%
2%
2%
-%
2%
2%
4
*
4
4
8
4
-
8
4
8
6
8
8
-
-
8
More efficent
1%
*%
4%
2%
1%
1%
-%
1%
*%
1%
1%
1%
1%
-%
-%
1%
bc
3
2
*
-
5
1
-
5
3
5
3
5
3
-
2
5
For BACS transfers
*%
1%
*%
-%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
1%
*%
4
-
-
-
4
2
-
2
4
2
2
2
4
-
-
4
Royal Mail strike action
1%
-%
-%
-%
*%
*%
-%
*%
1%
*%
*%
*%
*%
-%
-%
*%
Company budget has been
1
-
-
1
1
1
-
1
1
1
1
1
1
-
-
1
diverted to other media
*%
-%
-%
*%
*%
*%
-%
*%
*%
*%
*%
*%
*%
-%
-%
*%
21
11
3
11
35
27
-
35
28
35
30
35
26
5
5
35
Other
3%
6%
3%
4%
3%
4%
-%
3%
3%
3%
3%
3%
3%
16%
3%
3%
c
3
2
-
*
5
3
-
5
5
5
5
5
5
-
-
5
Don't know
*%
1%
-%
*%
*%
1%
-%
*%
1%
*%
1%
*%
1%
-%
-%
*%
Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
*b
a
c
b
a
Significance Level: 95%
7
280
783
289
92
700
29
1071
-
1100
874
72
140
1100
Unweighted total
6
275
780
287
86
681
31
1064
-
1095
857
71
158
1095
Weighted total
1
152
341
160
46
298
5
510
-
516
400
40
74
516
Cost saving
10%
55%
44%
56%
54%
44%
18%
48%
-%
47%
47%
56%
46%
47%
b
4
112
354
129
43
303
8
490
-
498
391
30
75
498
Quicker
69%
41%
45%
45%
49%
45%
25%
46%
-%
45%
46%
43%
47%
45%
-
45
202
44
11
182
13
235
-
248
215
14
20
248
Customer preferences
-%
16%
26%
15%
13%
27%
43%
22%
-%
23%
25%
19%
12%
23%
a
b
a
Convenience / ease of
2
50
121
48
14
105
3
168
-
171
122
20
29
171
use
35%
18%
15%
17%
17%
15%
10%
16%
-%
16%
14%
28%
18%
16%
c
-
18
50
22
11
34
2
71
-
73
55
5
12
73
Price of postage
-%
7%
6%
8%
12%
5%
6%
7%
-%
7%
6%
7%
8%
7%
a
Proof of delivery / know it has got there /
-
25
36
33
19
35
*
71
-
71
53
10
8
71
reliable
-%
9%
5%
12%
22%
5%
2%
7%
-%
6%
6%
13%
5%
6%
b
a
ac
Everyone else is doing
it / client's like this
1
8
43
10
4
37
4
52
-
55
46
3
7
55
method
21%
3%
5%
4%
5%
5%
12%
5%
-%
5%
5%
4%
4%
5%
Speed - instantaneous /
-
10
32
22
2
38
2
53
-
55
39
8
8
55
fast response
-%
4%
4%
8%
2%
6%
7%
5%
-%
5%
5%
11%
5%
5%
b
c
*
11
28
6
2
26
*
33
-
34
30
*
4
34
Environmental reasons
2%
4%
4%
2%
2%
4%
2%
3%
-%
3%
3%
*%
2%
3%
Unreliable postal
2
4
7
19
9
8
*
28
-
29
23
*
5
29
service
29%
2%
1%
7%
11%
1%
*%
3%
-%
3%
3%
*%
3%
3%
b
a
Good for sending
-
7
17
8
-
17
-
25
-
25
15
6
3
25
invoices /attachments
-%
3%
2%
3%
-%
2%
-%
2%
-%
2%
2%
8%
2%
2%
ac
Reduce admin time spent
*
7
11
9
3
8
-
19
-
19
9
3
7
19
on alternative media
8%
3%
1%
3%
3%
1%
-%
2%
-%
2%
1%
5%
4%
2%
c
c
Offers more creative
-
3
16
3
-
17
-
19
-
19
15
2
-
19
choices
-%
1%
2%
1%
-%
2%
-%
2%
-%
2%
2%
2%
-%
2%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
*b
a
*b
a
c
b
a
Significance Level: 95%
7
280
783
289
92
700
29
1071
-
1100
874
72
140
1100
Unweighted total
6
275
780
287
86
681
31
1064
-
1095
857
71
158
1095
Weighted total Increase in postal
-
6
16
2
1
6
-
18
-
18
14
2
3
18
prices
-%
2%
2%
1%
1%
1%
-%
2%
-%
2%
2%
3%
2%
2%
-
4
4
4
2
6
-
8
-
8
2
2
4
8
More efficent
-%
1%
1%
1%
2%
1%
-%
1%
-%
1%
*%
3%
2%
1%
c
c
-
1
3
2
-
1
-
5
-
5
5
-
-
5
For BACS transfers
-%
*%
*%
1%
-%
*%
-%
*%
-%
*%
1%
-%
-%
*%
-
2
4
-
-
-
-
4
-
4
2
-
2
4
Royal Mail strike action
-%
1%
1%
-%
-%
-%
-%
*%
-%
*%
*%
-%
1%
*%
Company budget has been
-
*
1
-
*
1
-
1
-
1
*
*
*
1
diverted to other media
-%
*%
*%
-%
*%
*%
-%
*%
-%
*%
*%
*%
*%
*%
-
8
23
11
3
16
3
32
-
35
28
*
5
35
Other
-%
3%
3%
4%
4%
2%
10%
3%
-%
3%
3%
*%
3%
3%
-
4
*
5
2
3
-
5
-
5
5
-
-
5
Don't know
-%
1%
*%
2%
2%
1%
-%
*%
-%
*%
1%
-%
-%
*%
b
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
220
277
301
302
1100
Unweighted total
229
276
295
295
1095
Weighted total
102
118
151
145
516
Cost saving
44%
43%
51%
49%
47%
c
95
139
129
134
498
Quicker
42%
50%
44%
45%
45%
58
52
65
73
248
Customer preferences
26%
19%
22%
25%
23%
Convenience / ease of
36
37
50
48
171
use
16%
13%
17%
16%
16%
4
21
25
22
73
Price of postage
2%
8%
8%
7%
7%
d
d
d
Proof of delivery / know it has got there /
11
6
30
25
71
reliable
5%
2%
10%
8%
6%
cd
c
Everyone else is doing it / client's like this
8
9
19
20
55
method
3%
3%
7%
7%
5%
Speed - instantaneous /
8
2
12
32
55
fast response
4%
1%
4%
11%
5%
c
c
bcd
10
4
9
11
34
Environmental reasons
4%
2%
3%
4%
3%
Unreliable postal
1
4
12
12
29
service
*%
1%
4%
4%
3%
d
cd
Good for sending
2
2
6
14
25
invoices /attachments
1%
1%
2%
5%
2%
cd
Reduce admin time spent
*
10
4
5
19
on alternative media
*%
3%
1%
2%
2%
d
Offers more creative
4
4
7
4
19
choices
2%
2%
2%
1%
2%
Increase in postal
-
*
8
10
18
prices
-%
*%
3%
3%
2%
cd
cd
6
2
-
-
8
More efficent
2%
1%
-%
-%
1%
QF6. Why have you moved mail to other communication methods in the last 12 months?
Base: All who have moved some mail to other communication methods
Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
220
277
301
302
1100
Unweighted total
229
276
295
295
1095
Weighted total
1
-
2
2
5
For BACS transfers
1%
-%
1%
1%
*%
-
2
-
2
4
Royal Mail strike action
-%
1%
-%
1%
*%
Company budget has been
*
*
*
-
1
diverted to other media
*%
*%
*%
-%
*%
16
5
*
14
35
Other
7%
2%
*%
5%
3%
bc
b
bc
2
1
2
*
5
Don't know
1%
*%
1%
*%
*%
Columns Tested: a,b,c,d

## Weighting Var Base: All Respondents Gor

England
Northern
Wales
Scotland
Yorkshire
West
South West
South East
North West
North East
Greater
East
East of
TOTAL
Ireland
and the
Midlands
London
Midlands
England
Humber
m
l
k
j
i
h
g
f
e
d
c
b
a
Significance Level: 95%
1023
174
193
214
87
117
131
205
114
119
78
106
66
1604
Unweighted total
1379
63
75
87
88
209
189
278
116
117
112
176
95
1604
Weighted total
305
-
-
-
84
-
-
-
110
110
-
-
-
305
North 0-9 Employees
22%
-%
-%
-%
95%
-%
-%
-%
95%
94%
-%
-%
-%
19%
abcfghj
abcfghjkl
abcfghjklmabcfghjklm
kl
m
16
-
-
-
4
-
-
-
5
6
-
-
-
16
North 10+ Employees
1%
-%
-%
-%
5%
-%
-%
-%
5%
6%
-%
-%
-%
1%
bfghjklm
bfghjklm
bcfghjklm
369
-
-
-
-
201
-
-
-
-
-
167
-
369
Mids 0-9 Employees
27%
-%
-%
-%
-%
97%
-%
-%
-%
-%
-%
95%
-%
23%
acdefgi
acdefgij
acdefgij
jkl
klm
klm
16
-
-
-
-
7
-
-
-
-
-
9
-
16
Mids 10+ Employees
1%
-%
-%
-%
-%
3%
-%
-%
-%
-%
-%
5%
-%
1%
defgjklm
cdefgijk
lm
658
-
-
-
-
-
185
271
-
-
109
-
93
658
South 0-9 Employees
48%
-%
-%
-%
-%
-%
98%
97%
-%
-%
98%
-%
98%
41%
bdehijk
bdehijklm
bdehijklm
bdehijk
bdehijk
l
lm
lm
16
-
-
-
-
-
4
8
-
-
2
-
2
16
South 10+ Employees
1%
-%
-%
-%
-%
-%
2%
3%
-%
-%
2%
-%
2%
1%
jk
jkl
jk
jk
-
57
69
82
-
-
-
-
-
-
-
-
-
209
Wal/Sco/NI 0-9 Employees
-%
91%
93%
95%
-%
-%
-%
-%
-%
-%
-%
-%
-%
13%
abcdefgh
abcdefghabcdefghim
im
im
-
6
5
5
-
-
-
-
-
-
-
-
-
16
Wal/Sco/NI 10+ Employees
-%
9%
7%
5%
-%
-%
-%
-%
-%
-%
-%
-%
-%
1%
abcdefgh
bcdefghiabcdefghim
im
m

Columns Tested: a,b,c,d,e,f,g,h,i,j,k,l,m

## Weighting Var Base: All Respondents

|                                                   |           |           |           |        |      |       |       |     |      | Annual Postal spend   | Location   | Urbanity   | Business Size   |
|---------------------------------------------------|-----------|-----------|-----------|--------|------|-------|-------|-----|------|-----------------------|------------|------------|-----------------|
| More than                                         | £2.5k-£5k | £1k-£2.5k | Less than | Branch | HQ   | Rural | Urban | 10+ | 250+ | 100-249               | 50-99      | Ten to 49  | 0-9             |
| TOTAL                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| £5k                                               | £1k       |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | c         | b         | a         | b      | a    | b     | a     | f   | e    | d                     | c          | b          | a               |
| 150                                               | 127       | 311       | 1016      | 126    | 1478 | 506   | 1098  | 394 | 53   | 42                    | 55         | 244        | 1210            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Unweighted total                                  |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 95                                                | 105       | 291       | 1113      | 59     | 1545 | 463   | 1141  | 64  | 8    | 7                     | 10         | 39         | 1540            |
| 1604                                              |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Weighted total                                    |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 10                                                | 17        | 51        | 227       | 8      | 297  | 64    | 241   | -   | -    | -                     | -          | -          | 305             |
| 305                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| North 0-9 Employees                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 11%                                               | 16%       | 17%       | 20%       | 13%    | 19%  | 14%   | 21%   | -%  | -%   | -%                    | -%         | -%         | 20%             |
| 19%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| d                                                 | b         |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcdef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                                                 | 1         | 4         | 6         | 4      | 12   | 1     | 15    | 16  | 2    | 2                     | 2          | 10         | -               |
| 16                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| North 10+ Employees                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 1%        | 1%        | 1%        | 6%     | 1%   | *%    | 1%    | 25% | 27%  | 24%                   | 22%        | 26%        | -%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    |       |       |     |      |                       |            |            |                 |
| 19                                                | 21        | 68        | 261       | 11     | 358  | 104   | 265   | -   | -    | -                     | -          | -          | 369             |
| 369                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mids 0-9 Employees                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 20%                                               | 20%       | 23%       | 23%       | 18%    | 23%  | 22%   | 23%   | -%  | -%   | -%                    | -%         | -%         | 24%             |
| 23%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcdef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5                                                 | 4         | 3         | 4         | 3      | 13   | 4     | 12    | 16  | 2    | 2                     | 3          | 9          | -               |
| 16                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Mids 10+ Employees                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 5%                                                | 4%        | 1%        | *%        | 6%     | 1%   | 1%    | 1%    | 25% | 20%  | 32%                   | 34%        | 23%        | -%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| ab                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     |       |     |      |                       |            |            |                 |
| 41                                                | 47        | 124       | 446       | 22     | 636  | 183   | 475   | -   | -    | -                     | -          | -          | 658             |
| 658                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| South 0-9 Employees                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 43%                                               | 44%       | 43%       | 40%       | 36%    | 41%  | 39%   | 42%   | -%  | -%   | -%                    | -%         | -%         | 43%             |
| 41%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcdef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 2         | 5         | 6         | 4      | 12   | 4     | 12    | 16  | 2    | 1                     | 2          | 10         | -               |
| 16                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| South 10+ Employees                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3%                                                | 2%        | 2%        | 1%        | 6%     | 1%   | 1%    | 1%    | 25% | 27%  | 18%                   | 25%        | 26%        | -%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     | a     |     |      |                       |            |            |                 |
| 9                                                 | 11        | 33        | 157       | 5      | 204  | 98    | 111   | -   | -    | -                     | -          | -          | 209             |
| 209                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Wal/Sco/NI 0-9 Employees                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 9%                                                | 10%       | 11%       | 14%       | 8%     | 13%  | 21%   | 10%   | -%  | -%   | -%                    | -%         | -%         | 14%             |
| 13%                                               |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| bcdef                                             |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 3                                                 | 2         | 4         | 6         | 4      | 12   | 6     | 10    | 16  | 2    | 2                     | 2          | 10         | -               |
| 16                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| Wal/Sco/NI 10+ Employees                          |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| 4%                                                | 2%        | 1%        | 1%        | 7%     | 1%   | 1%    | 1%    | 25% | 26%  | 26%                   | 19%        | 26%        | -%              |
| 1%                                                |           |           |           |        |      |       |       |     |      |                       |            |            |                 |
| a                                                 | a         | a         | a         | a      | a    | a     |       |     |      |                       |            |            |                 |
| Columns Tested: a,b,c,d,e,f - a,b - a,b - a,b,c,d |           |           |           |        |      |       |       |     |      |                       |            |            |                 |

## Weighting Var Base: All Respondents

Main provider
(contract value)
Main provider (volume)
Monthly Mail Volume Sent - packets and parcels
Monthly Mail Volume Sent - letters and large letters
Provider
Royal Mail
Provider
Royal Mail
250+
100-249
50-99
25-49
0-24
5,000+
500-4,999
250-499
100-249
50-99
25-49
0-24
TOTAL
other than
other than
Royal Mail
Royal Mail
b
a
b
a
e
d
c
b
a
*g
f
e
d
c
b
a
Significance Level: 95%
211
197
116
291
41
51
54
94
1364
13
78
120
247
220
306
620
1604
Unweighted total
217
179
123
274
30
43
43
75
1413
10
29
78
218
239
312
719
1604
Weighted total
40
34
27
47
5
4
10
8
278
1
4
13
38
57
61
131
305
North 0-9 Employees
19%
19%
22%
17%
18%
9%
24%
10%
20%
13%
14%
17%
17%
24%
20%
18%
19%
bd
b
4
2
1
5
1
2
1
2
11
*
2
3
4
2
3
2
16
North 10+ Employees
2%
1%
1%
2%
3%
4%
3%
2%
1%
2%
9%
4%
2%
1%
1%
*%
1%
a
abcd
ac
a
55
38
28
66
11
11
4
19
324
-
2
21
47
47
72
180
369
Mids 0-9 Employees
25%
21%
22%
24%
36%
25%
10%
26%
23%
-%
7%
27%
21%
20%
23%
25%
23%
c
c
c
c
f
f
f
f
f
4
2
2
4
1
*
1
2
11
*
3
4
2
2
4
1
16
Mids 10+ Employees
2%
1%
2%
1%
3%
1%
3%
3%
1%
3%
10%
5%
1%
1%
1%
*%
1%
a
abcd
abcd
a
93
77
52
118
7
22
20
32
577
7
7
23
91
104
127
297
658
South 0-9 Employees
43%
43%
42%
43%
24%
50%
46%
43%
41%
74%
25%
30%
42%
44%
41%
41%
41%
e
e
e
e
ef
ef
ef
ef
3
3
2
5
1
1
1
2
11
*
2
3
4
2
4
2
16
South 10+ Employees
1%
2%
1%
2%
5%
1%
3%
3%
1%
3%
7%
3%
2%
1%
1%
*%
1%
a
abcd
a
a
16
20
10
25
3
3
5
8
189
-
6
9
29
24
39
102
209
Wal/Sco/NI 0-9 Employees
7%
11%
8%
9%
10%
8%
11%
11%
13%
-%
20%
12%
13%
10%
12%
14%
13%
c
2
3
1
4
*
1
1
2
12
*
2
3
3
2
2
3
16
Wal/Sco/NI 10+ Employees
1%
2%
1%
1%
1%
3%
1%
2%
1%
4%
8%
3%
2%
1%
1%
*%
1%
abcd
ab

Columns Tested: a,b,c,d,e,f,g - a,b,c,d,e - a,b - a,b

## Weighting Var Base: All Respondents

RM Services used
for Standard Mail
Types of service used
Types of mail sent regularly
Role of mail services
2nd
1st
International
Standard
Urgent,
Others
Bulk
Parcels
All
Large
Letters
Core to
Critical for
Administrative
TOTAL
class
class
/ Cross
Delivery
Tracked
Mailings
and
Letters
Letters
business
communications
only
services
services
border
or Timed
Packets
operations
Services
b
a
c
b
a
f
e
d
c
b
a
c
b
a
Significance Level: 95%
1107
1208
297
1489
701
1263
453
766
1506
958
1484
516
298
777
1604
Unweighted total
1076
1193
234
1480
669
1269
380
730
1503
904
1478
498
282
811
1604
Weighted total
201
231
38
285
123
235
67
127
288
158
284
95
57
149
305
North 0-9 Employees
19%
19%
16%
19%
18%
19%
18%
17%
19%
17%
19%
19%
20%
18%
19%
12
13
3
15
8
14
8
10
15
13
15
6
4
5
16
North 10+ Employees
1%
1%
1%
1%
1%
1%
2%
1%
1%
1%
1%
1%
1%
1%
1%
248
257
45
341
165
303
91
170
346
197
337
129
53
184
369
Mids 0-9 Employees
23%
21%
19%
23%
25%
24%
24%
23%
23%
22%
23%
26%
19%
23%
23%
b
14
13
7
15
9
13
8
10
16
13
16
4
5
7
16
Mids 10+ Employees
1%
1%
3%
1%
1%
1%
2%
1%
1%
1%
1%
1%
2%
1%
1%
b
435
505
99
602
269
520
145
312
616
398
606
185
127
340
658
South 0-9 Employees
40%
42%
42%
41%
40%
41%
38%
43%
41%
44%
41%
37%
45%
42%
41%
e
c
11
13
5
16
10
14
8
11
16
13
15
5
4
6
16
South 10+ Employees
1%
1%
2%
1%
1%
1%
2%
1%
1%
1%
1%
1%
2%
1%
1%
142
148
33
190
76
158
47
81
192
99
190
67
28
112
209
Wal/Sco/NI 0-9 Employees
13%
12%
14%
13%
11%
12%
12%
11%
13%
11%
13%
14%
10%
14%
13%
12
13
5
15
9
12
7
9
15
12
15
6
4
6
16
Wal/Sco/NI 10+ Employees
1%
1%
2%
1%
1%
1%
2%
1%
1%
1%
1%
1%
1%
1%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b

## Weighting Var Base: All Respondents

Types of services for received
Future volume of mail
mail
Types of mail received
RM product changes
Stay the
Decrease
Increase
International
Standard
Urgent,
None / DK
Others
Packets
All
Large
Letters
Has not
Lower to
Higher to
TOTAL
same
/ Cross
Delivery
Tracked
/ Ref
and
Letters
Letters
changed
higher
lower cost
border
or Timed
Parcels
/DK
cost
Services
c
b
a
c
b
a
*f
e
d
c
b
a
c
b
a
Significance Level: 95%
1201
242
158
408
1572
924
1
1595
1226
1577
1376
1571
1269
35
276
1604
Unweighted total
1215
240
146
357
1568
896
2
1592
1201
1567
1346
1560
1287
36
261
1604
Weighted total
227
49
27
66
298
175
-
303
222
297
253
293
244
9
45
305
North 0-9 Employees
19%
21%
19%
19%
19%
20%
-%
19%
18%
19%
19%
19%
19%
25%
17%
19%
12
2
2
4
16
10
-
16
12
16
15
16
13
1
3
16
North 10+ Employees
1%
1%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
2%
1%
1%
288
47
34
61
360
197
-
365
280
360
312
358
297
11
55
369
Mids 0-9 Employees
24%
19%
23%
17%
23%
22%
-%
23%
23%
23%
23%
23%
23%
30%
21%
23%
c
c
13
2
1
6
16
11
-
16
12
16
14
16
12
-
4
16
Mids 10+ Employees
1%
1%
1%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
-%
1%
1%
495
104
57
158
642
371
2
652
491
640
548
640
534
11
109
658
South 0-9 Employees
41%
43%
39%
44%
41%
41%
100%
41%
41%
41%
41%
41%
42%
30%
42%
41%
11
3
2
5
16
10
-
16
13
16
15
16
12
*
3
16
South 10+ Employees
1%
1%
1%
1%
1%
1%
-%
1%
1%
1%
1%
1%
1%
*%
1%
1%
158
30
20
50
204
111
-
208
157
206
173
205
162
4
38
209
Wal/Sco/NI 0-9 Employees
13%
13%
14%
14%
13%
12%
-%
13%
13%
13%
13%
13%
13%
12%
15%
13%
11
3
2
6
16
11
-
16
14
16
15
16
13
*
3
16
Wal/Sco/NI 10+ Employees
1%
1%
1%
2%
1%
1%
-%
1%
1%
1%
1%
1%
1%
1%
1%
1%

Columns Tested: a,b,c - a,b,c,d,e,f - a,b,c - a,b,c

## Weighting Var Base: All Respondents

Experinced problems
with service from
Satisfaction with
Satisfaction with
Royal mail in last 6
services from Royal
Has internet
Have moved to other
Considered trying provider other
other main provider
months
Mail
connection
communication methods
than RM
Dissatisfied
Satisfied
No
Yes
Dissatisfied
Satisfied
No
Yes
No
Yes
No
Yes - not
Yes -
TOTAL
tried
tried
*b
a
b
a
b
a
b
a
b
a
c
b
a
Significance Level: 95%
10
387
1177
389
120
1062
107
1497
504
1100
1294
101
189
1604
Unweighted total
8
376
1175
395
123
1038
107
1497
509
1095
1281
104
206
1604
Weighted total
3
75
223
71
26
185
26
279
96
209
232
13
60
305
North 0-9 Employees
32%
20%
19%
18%
21%
18%
24%
19%
19%
19%
18%
13%
29%
19%
bc
*
6
11
5
2
11
*
16
5
11
13
1
1
16
North 10+ Employees
2%
2%
1%
1%
2%
1%
*%
1%
1%
1%
1%
1%
1%
1%
2
85
265
95
23
244
21
348
114
254
284
32
49
369
Mids 0-9 Employees
26%
23%
23%
24%
19%
23%
20%
23%
22%
23%
22%
31%
24%
23%
c
-
6
11
4
2
10
-
16
5
11
11
2
3
16
Mids 10+ Employees
-%
2%
1%
1%
1%
1%
-%
1%
1%
1%
1%
2%
1%
1%
2
161
480
168
56
418
34
624
206
452
534
45
73
658
South 0-9 Employees
22%
43%
41%
43%
45%
40%
32%
42%
40%
41%
42%
43%
36%
41%
b
*
5
11
4
1
9
*
16
4
12
12
1
2
16
South 10+ Employees
4%
1%
1%
1%
1%
1%
*%
1%
1%
1%
1%
1%
1%
1%
1
33
161
42
12
149
25
184
74
134
182
9
16
209
Wal/Sco/NI 0-9 Employees
12%
9%
14%
11%
10%
14%
23%
12%
15%
12%
14%
8%
8%
13%
a
a
*
5
11
4
1
12
*
16
4
12
12
1
2
16
Wal/Sco/NI 10+ Employees
1%
1%
1%
1%
1%
1%
*%
1%
1%
1%
1%
1%
1%
1%
Columns Tested: a,b,c - a,b - a,b - a,b - a,b - a,b

## Weighting Var Base: All Respondents

Quarter
Q2 2013
Q1 2013
Q4 2012
Q3 2012
TOTAL
d
c
b
a
Significance Level: 95%
386
403
410
405
1604
Unweighted total
399
410
403
392
1604
Weighted total
62
88
66
88
305
North 0-9 Employees
16%
22%
16%
22%
19%
d
bd
3
4
5
4
16
North 10+ Employees
1%
1%
1%
1%
1%
95
102
93
78
369
Mids 0-9 Employees
24%
25%
23%
20%
23%
3
5
3
6
16
Mids 10+ Employees
1%
1%
1%
1%
1%
159
154
181
163
658
South 0-9 Employees
40%
38%
45%
42%
41%
c
2
4
5
6
16
South 10+ Employees
*%
1%
1%
1%
1%
73
50
44
42
209
Wal/Sco/NI 0-9 Employees
18%
12%
11%
11%
13%
abc
2
4
6
5
16
Wal/Sco/NI 10+ Employees
*%
1%
1%
1%
1%
Columns Tested: a,b,c,d