How postal operators can improve online customer experience
Information for companies that send parcels about how to improve the experience for their customers, based on our research findings.
The information is for parcel operators and companies that send parcels. As a postal operator, you want to deliver the best possible service to your customers, such as making sure they know what they need to do, what they are entitled to, and how you can help them.
We carried out research where consumers told us their experiences of dealing with the postal service. The research highlighted those areas where consumers experienced most difficulty was understanding the suppliers’ website, and communication being overly complicated. The information below will help a postal operator improve their customer experience based on our research findings.