We all know what we’re here to do. To ensure the Post Office matters as much tomorrow as it does today. A key way for us to do that is to make sure we know our customers so we can make sure we cater to their needs. So we surveyed 2,000 people who are representative of the UK population in terms of age, gender, social grade and geographical region and these were the results.
First things first. People like the Post Office.
75% of people see us as an institution rather than a brand. We are seen as reliable, and we are trusted. 65% actively wish the Post Office future success!
But there are challenges we have to overcome.
62% do not believe the Post Office offers products and services that are relevant to them.
Over 50% don’t know or are not confident that they can interact with Post Office online showing we are not seen as keeping up with the times or having a digital presence.
We are not building an emotional connection with younger consumers. Millennials are half as likely to endorse the statement ‘Post Office is a brand for me’ compared with Baby boomers.
So what can we do about it?
Being customer focused is key to us becoming a successful organisation, and as our statistics show we have some work to do.
To help answer these big questions, we’re hosing a series of sessions on our North Star. Our first session on customer takes place on the 25th April in Finsbury Dials, places are limited so make sure you sign up fast to secure your place. We will also be releasing content and videos on One to answer these big questions and to seek your feedback on how we can ensure we matter as much tomorrow as we do today.