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Figure 6.12
Overall satisfaction with Royal Mail
Total who are satisfied with Royal Mail
66%
73%
65%
Satisfaction with Royal Mail (% of respondents)
100%
75%
50%

1
6
26

40

1
7
27

40

74%

74%

1
6

1
4

21

21

1
5
20

43

38

29

35

25%
26
0%

25

39

Very dissatisfied
Fairly
dissatisfied
Neither satisfied
nor dissatisfied

35

Fairly satisfied
Very satisfied

UK
England
Scotland
Wales
N Ireland
Source: Ofcom Business Postal Tracker, Q3 2012-Q2 2013
Base: All respondents who use Royal Mail (n = 1566 UK, 988 England, 209 Scotland, 188 Wales, 171 Northern
Ireland)
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?
13
Figure 6.11
Royal Mail services used to send letters
Proportion of consumers (%)
80
74
65 65

60

68
61

58

60 60

60

UK

63
48 49 47

40

England

Scotland

Wales

N Ireland

44
35

33 34 35

35

33 33 32 32

29
15 16

20

19
12

8

27

21

16 16
10

6

0
Standard
First Class
stamp

Standard
Large letter
Second
First Class
Class stamp

Large letter Franked First
Second
Class
Class

Franked
Second
Class

Standard
parcels

Source: Ofcom Business Postal Tracker, Q3 2012-Q2 2013
Base : All respondents using RM standard delivery services (n = 1460 UK, 934 England, 197 Scotland,
168 Wales, 161 N Ireland)
QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your
standard mail?
12
Figure 6.8
Overall satisfaction with Royal Mail
Total who are satisfied with Royal Mail
85%
93%
86%
Satisfaction with Royal Mail (% of respondents)
9

9

5

92%

7

5

Very dissatisfied

38

100%

90%

51

Fairly
dissatisfied

26

75%
46

48

50%

Neither satisfied
nor dissatisfied

67
25%

40

52

37

40

0%

Fairly satisfied
Very satisfied

UK

England

Scotland

Wales

N Ireland

Source: Ofcom Residential Postal Tracker, Q3 2012-Q2 2013
Base: All respondents from Q1 2013 (n = 2397 UK, 1380 England, 402 Scotland, 286 Wales, 329
Northern Ireland)
QE5. How would you rate your overall satisfaction with Royal Mail?
9
Figure 6.7
Type of items people are receiving more often now
Proportion of respondents (%)
Direct mail from organisations you don't have a relationship with

11%

Bills / statements

10%

36%
28%
19%

Standard circulars from organisations you have relationship with

14%

Smaller parcels
Larger parcels

26%

24%
63%

22%
13%

Catalogues / brochures

20%
21%
18%

Letters from organisations you have relationship with

Scotland

3%
7%

Personal letters
Subscription magazines

UK

6%
2%
5%

Invitations / cards
Other

4%
0%

20%

40%

60%

80%

Source: Ofcom Residential Postal Tracker, Q3 2012-Q2 2013
Base: All who say the number of items received by post has increased compared to two years ago (n = 1181
UK, 202 Scotland)
QD6. Which of these types of addressed items are you personally receiving more often through the post now?
8

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Businesses in Scotland more likely to use 2nd Class stamps to send letters

  • 1. Figure 6.12 Overall satisfaction with Royal Mail Total who are satisfied with Royal Mail 66% 73% 65% Satisfaction with Royal Mail (% of respondents) 100% 75% 50% 1 6 26 40 1 7 27 40 74% 74% 1 6 1 4 21 21 1 5 20 43 38 29 35 25% 26 0% 25 39 Very dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied 35 Fairly satisfied Very satisfied UK England Scotland Wales N Ireland Source: Ofcom Business Postal Tracker, Q3 2012-Q2 2013 Base: All respondents who use Royal Mail (n = 1566 UK, 988 England, 209 Scotland, 188 Wales, 171 Northern Ireland) 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? 13
  • 2. Figure 6.11 Royal Mail services used to send letters Proportion of consumers (%) 80 74 65 65 60 68 61 58 60 60 60 UK 63 48 49 47 40 England Scotland Wales N Ireland 44 35 33 34 35 35 33 33 32 32 29 15 16 20 19 12 8 27 21 16 16 10 6 0 Standard First Class stamp Standard Large letter Second First Class Class stamp Large letter Franked First Second Class Class Franked Second Class Standard parcels Source: Ofcom Business Postal Tracker, Q3 2012-Q2 2013 Base : All respondents using RM standard delivery services (n = 1460 UK, 934 England, 197 Scotland, 168 Wales, 161 N Ireland) QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your standard mail? 12
  • 3. Figure 6.8 Overall satisfaction with Royal Mail Total who are satisfied with Royal Mail 85% 93% 86% Satisfaction with Royal Mail (% of respondents) 9 9 5 92% 7 5 Very dissatisfied 38 100% 90% 51 Fairly dissatisfied 26 75% 46 48 50% Neither satisfied nor dissatisfied 67 25% 40 52 37 40 0% Fairly satisfied Very satisfied UK England Scotland Wales N Ireland Source: Ofcom Residential Postal Tracker, Q3 2012-Q2 2013 Base: All respondents from Q1 2013 (n = 2397 UK, 1380 England, 402 Scotland, 286 Wales, 329 Northern Ireland) QE5. How would you rate your overall satisfaction with Royal Mail? 9
  • 4. Figure 6.7 Type of items people are receiving more often now Proportion of respondents (%) Direct mail from organisations you don't have a relationship with 11% Bills / statements 10% 36% 28% 19% Standard circulars from organisations you have relationship with 14% Smaller parcels Larger parcels 26% 24% 63% 22% 13% Catalogues / brochures 20% 21% 18% Letters from organisations you have relationship with Scotland 3% 7% Personal letters Subscription magazines UK 6% 2% 5% Invitations / cards Other 4% 0% 20% 40% 60% 80% Source: Ofcom Residential Postal Tracker, Q3 2012-Q2 2013 Base: All who say the number of items received by post has increased compared to two years ago (n = 1181 UK, 202 Scotland) QD6. Which of these types of addressed items are you personally receiving more often through the post now? 8