Post User Needs Research 2024

The data collected by this research will, along with other sources, form part of an evidence base to inform an assessment of whether potential changes to the postal Universal Service Obligation (USO) will continue to meet the reasonable needs of users.​.​ To understand (based on stated responses) the impact of specific potential changes to the USO letters service on users. Potential changes to assess will include:​ The removal of Saturday delivery of 2nd class letters;​ A slower speed for the majority of business (bulk) post;​ Additional letter tracking service for letters, and;​ A change in the delivery time for Special Delivery letters. ​

We need to understand the full range of potential impacts, with an ability to distinguish between impacts on user preferences and user needs.​

The focus throughout will be on letters/cards (including Royal Mail's 'Large Letter' service) - from the perspective of users as senders and as receivers. ​ Parcels are not in the scope of this research.​