Figure 1
Completion rate
Number invited
Number who
fully completed
the survey
Number who
dropped out but
completed the
first section of
Total number
of responses
Completion
rate
the survey
SPM 6,532 950 65 1,015 16%
HSS 3,476 1,430 53 1,483 43%
applicant
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Figure 2
@ Training received in last 5 years M Training received more than 5 years ago
I eye 0.62
0.2442
Initial training fe etees
Refresher training not 1
Additional initial training, on request by [§.0.03
you 0.0442
Additional initial training, as requested by [1.0.02
Post Office Limited 0.0253
4 4 0.32
Don't know/can't remember 0.65
Not applicable :
7 ini 0.66
Net: Any training 0.33
spm1_q8a. What kinds of training, if any at all, have you received on the Horizon IT System in the last 5 years? Please tick all that apply.
spm1_q8b. What kinds of training, if any at all, have you received on the Horizon IT System more than 5 years ago? Please tick all that apply.
Base: All (n=1,004 — 1,011)
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Figure 3
General transactions (e.g. carrying out day PO 88%
to day transactions) .
Balancing eC
General technical (e.g. use of the software re 38%
and equipment) °
Transaction corrections I 25%
Dealing with discrepancies Lay 21%
Use of the suspense account I 13%
Dealing with technical issues ma 11%
Other Bs%
Don't know/can't remember im 7%
spm1_q11. Which, if any, of the following were included in your Horizon IT System training? Please tick all that apply.
Base: All who received training on Horizon (n=794)
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Figure 4
YouGov
Very satisfied Fairly satisfied
ONeither satisfied nor dissatisfied I Mi Fairly dissatisfied
Very dissatisfied i Don't know/can't remember
Net satisfied:
25%
Net dissatisfied,
42%
spm1_q12. Overall, how satisfied or dissatisfied are you with the training you received on the Horizon IT system? Please tick one.
Base: All who received training on Horizon (n=794)
Figure 5
Satisfied
2 years or
less
51%
35%
6-10 years
19%
11-20 years
19%
21 or more
years
22%
Dissatisfied
25%
37%
48%
40%
Satisfaction with Horizon training by length of time working as a SPM
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Figure 6
Very satisfied Fairly satisfied
ONeither satisfied nor dissatisfied I Mi Fairly dissatisfied
Very dissatisfied
Net satisfied:
25%
Net dissatisfied,
49%
spm1_q13. Overall, how satisfied or dissatisfied are you with how the Horizon IT System currently Operates? Please tick one.
Base: All (n=996)
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Figure 7
2 years or 3-5 years 6-10 years 11-20 years 21 or more
less years
Satisfied 37% 28% 20% 20% 28%
Dissatisfied 39% 41% 57% 55% 43%
Satisfaction with how Horizon currently operates by length of time working as a SPM
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Figure 8
Screen freezes Ss 70%,
Loss of connection iS 63°,
Issues with PIN pad I 61°,
Unexplained discrepancies (IS 57,
Issues with keyboard (i 35°,
Unexplained transactions ; 19%
Missing transactions I I 14%
Double entry of transactions II 10%
Other MI 16%
N/A — I haven't experienced any issues I_I 6%
Don't know/can't remember I 2%
spm1_q14. In the last 12 months, what issues have you experienced with the Horizon IT System, if any? Please tick all that apply.
Base: All (n=991)
Figure 9
As a result of a technical issue 76%
As a result of a balancing issue
46%
To query a transaction correction a 38%
To get advice on using the Horizon Loa 38%
Terminal in branch °
For advice on the Review or Dispute (ROD) a 28%
process °
Other I I 14%
Don't know/can't remember I 2%
spm1_q17. Which of the following, if any, are reasons why you contacted the Business Support Centre for assistance? Please tick all that apply.
Base: All who have called the Business Support Centre (n=948)
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Figure 10
YouGov
Very satisfied Fairly satisfied
ONeither satisfied nor dissatisfied I Mi Fairly dissatisfied
Very dissatisfied
Net satisfied:
42%
Net dissatisfied:
26%
spm1_q19. In general, how satisfied or dissatisfied are you with the service provided by the Business Support Centre? Please tick one.
Base: All who have called the Business Support Centre (n=947)
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Figure 11
WYes BNo Don't know/can't remember
spm1_q20. Have you received a transaction correction in the last 12 months? Please tick one.
Base: All (n=980)
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Figure 12
Yes, I have No, I have not B Don't know/can't remember
spm1_q21. Have you disputed any of the transaction corrections you have received in the last 12 months? Please tick one.
Base: All who have received a transaction correction in last 12 months (n=800)
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Figure 13
YouGov
@ Very satisfied Fairly satisfied Neither satisfied nor dissatisfied ™ Fairly dissatisfied Very dissatisfied ™ Don't know
Ne Net di
The 'Review or Dispute’ (ROD) function for disputing
transaction corrections eo 32%
Net satisfied: 16% Net dissatisfied: 48%
Your access to sufficient data to be able to review or
dispute transaction corrections lez 24%
spm1_q22. How satisfied or dissatisfied are you with...?
Base: All (n=974)
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Figure 14
@ Very satisfied Fairly satisfied Neither satisfied nor dissatisfied ™ Fairly dissatisfied Very dissatisfiedi—™ Don't know
The outcome of the transaction correction dispute(s) HB 22% 26%
The response you received after raising a dispute CLARNESL/4 25%
Net satisfied: 22% Net dissatisfied: 58%
How long it took for Post Office Limited to respond ‘ABEL 20%
spm1_q22. How satisfied or dissatisfied are you with...?
Base: All who have disputed a transaction correction in last 12 months (n=362)
Figure 15
A few times a month At least Once every Couple of
once a 2-3 months times a
month year
17% 18% 21% 25%
Frequency of experiencing unexplained discrepancy since January 2020
Base: All who have experienced an unexplained discrepancy since January 2020 (n=670)
About once
a year
8%
Less often
than once
a year
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Figure 16
Less than £200- £1000- £2000- £5000- £10,000- £20,000- £30,000+
£200 £999 £1999 £4999 £9999 £19,999 £29,999
50% 39% 5% 2% 1% 0% 0% 1%
Typical value of unexplained discrepancies since January 2020
Base: All who have experienced an unexplained discrepancy since January 2020 (n=668)
Figure 17
Resolved by myself/branch's own money
By using the 'Review or Dispute’ (ROD)
function
Resolved by Post Office Limited's Business
Support Centre 19%
Resolved in some other way 11%
N/A - The discrepancies have not been
resolved ™%
Don't know/can't remember 0%
spm1_q28. In general, how, if at all, have these discrepancies been resolved? Please tick all that apply.
Base: All who have experienced an unexplained discrepancy since January 2020 (n=665)
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Figure 18
YouGov
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied™ Fairly dissatisfied ™ Very dissatisfied im™ Don't know
16% 31% 21%
spm1_q29. How satisfied or dissatisfied are you with how discrepancies were resolved? Please tick one.
Base: All who have had an unexplained discrepancy since January 2020 resolved (n=618)
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Figure 19
In the last 12 1-3 years 4-6 7-10 11 or Prefer not
months ago years ago years more to say
ago years ago
When suspended or threatened with suspension
Base: All who had been suspended/threatened with suspension (n=108)
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Figure 20
@ Very satisfied Fairly satisfied Neither satisfied nor dissatisfied ™ Fairly dissatisfied Very dissatisfied i— Don't know
22%
spm1_q24. In general, how satisfied or dissatisfied are you with how your branch's audits have been conducted?
Base: All whose branch(es) have received at least one audit since January 2020 (n=152)
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Figure 21
HYes, before beginning current role Mi Yes, after beginning current role
HNo Don't know/can't remember
Net yes: 64%
spm1_q3. Were you sent a copy of your contract with the Post Office Limited before or after beginning your current role? Please tick one.
Base: All (n=1,015)
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Figure 22
Yes, in full Yes, onlyinpart HINo WMDon't know/can't remember
Net yes: 19%
spm1_q6. Have you received a copy of your contract between yourself and Post Office Limited which sets out your role and responsibilities as a subpostmaster since the 15th
March 2019? This was the date of the Bates vs. the Post Office Common Issues Judgment.
Base: All (n=1,015)
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Figure 23
WYes HNo i Don't know/can't remember
spm1_q6b. Have you been provided with any guidance or information by Post Office Limited about what the terms and conditions of the contract mean since the 15th March 2019?
Please tick one.
Base: All (n=1,015)
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Figure 24
@ Very fairl™ Fairly fair Neither fair nor unfair™ Fairly unfairll Very unfairll Don't know
Net fair: 10% Net unfair: 55%
P% 8% 19%
spm1_q7. Overall, how fair or unfair do you think the terms of your contract are? Please tick one.
Base: All (n=1,015)
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Figure 25
YouGov
I was aware this was possible, and have done so. _Mil was aware of this, and would know how to do it
I was aware of this, but would not know how to do itll! was not aware of this at all
® Don't know/can't remember
Qo
omplain about the way you have been treated by a
ali yy y 48% 8%
Business Support Manager / Area Manager
let know how/ have done it: 17%
Complain about the way you have been treated by the
Post Office Limited 25%
6% 11%
Net know how/ have done it: 14%
Raise a whistleblowing issue with Post Office Limited QayyAZ 23% 55% 8%
spm1_q33. Before taking this survey, were you aware of, or have you done, any of the following?
Base: All (n=960)
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Figure 26
YouGov
@ Very satisfied @ Fairly satisfied Neither satisfied nor dissatisfied
™ Fairly dissatisfied @ Very dissatisfied ® Don't know/can't remember
Net satisfied: 23% Net dissatisfied: 46%
When you complained about the way you have been
6 = ;
treated by a business support manager / area manager* 15% Te 25% &% sie
Net satisfied: 28% Net dissatisfied: 60%
When you complained about the way you had been
treated by the Post Office Limited 12% 16% ARES 49%
spm1_q34. And, how satisfied or dissatisfied are you with how the following was handled?
Base: All that have complained about each issue (n=48-57) *A low base which can only be considered as indicative
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Figure 27
WyYes HNo
spm1_q35. Before this survey, did you know that there are two subpostmasters appointed to Post Office Limited Board as Non-Executive Directors?
Base: All (n=957)
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Figure 28
@ Strongly agreel™ Slightly agree Neither agree nor disagree™ Slightly disagree Strongly disagreel™ Don't know
Net agree: 30% Net disagree: 51%
Generally, Post Office Limited is trying to improve its i 5 . 6 "
relationship with subpostmasters ™% 22% 17% 14% 37% (i
Net agree: 13% Net disagree: 74%
Generally, Post Office Limited understands the
concerns of subpostmasters +% 9% BSD 60% i
Net agree: 15% Net disagree: 57%
The subpostmasters serving on the Board share
information with you p% 10% TL) 45%
Net agree: 11% Net disagree: 60%
Your views are listened to at Board level Vay 18% 13%
spm1_q36. To what extent do you agree or disagree with each of the following about the Post Office Limited...
Base: All (n=953)
Figure 29
Very satisfied Fairly satisfied
ONeither satisfied nor dissatisfied I Mi Fairly dissatisfied
Very dissatisfied Don't know
31%
Net dissatisfied,
48%
spm1_q37. How satisfied or dissatisfied are you in your role as a subpostmaster? Please tick one:
Base: All (n=952)
Net satisfied:
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Figure 30
2yearsor 3-Syears 6-10 years 11-20years 21 or more
less years
Satisfied 47% 44% 31% 23% 29%
Dissatisfied 30% 38% 50% 53% 52%
Satisfaction with role as SPM by length of time working as a SPM
Figure 31
spm1_q38. To what extent do you feel valued or undervalued by the Post Office Limited? Pleasé
Base: All (n=952)
Very valued @ Fairly valued
OiNeither valued nor undervalued =‘ Fairly undervalued
Very undervalued Don't know
14%
Net undervalued
72%
Net valued:
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Figure 32
YouGov
@ Strongly agree Slightly agree Neither agree nor disagree™ Slightly disagree l™ Strongly disagree ™ Don't know
Net disagree: 55%
Net agree: 24% Net disagree: 52%
Net agree: 17% Net disagree: 65%
iain ws we fo one I we
Net agree: 15% Net disagree: 68%
Professionally managed EXAeaTeLs 15% 20%
spm1_q39. To what extent, if at all, do you agree or disagree that the Post Office Limited is an organisation that is...? Please tick one for each option.
Base: All (n=950)
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Figure 33
Receipt of letter from the Post Office fT 30%
Limited or Herbert Smith Freehills (HSF)
Tv BE io.
Word of mouth ma 19%
Social media II 11%
Post Office Limited website I 9%
My lawyer I 2%
Other I ie
Don't know/can't remember I 8%
spm2_q1. How did you become aware of the Scheme? Please tick all that apply.
Base: All (n=1,483)
Figure 34
An acknowledgment of your application
Information about how the application
would be processed
Information about the next step(s) of the
process
A copy of the terms of reference of the
Scheme
Information on when you could expect the
next correspondence
A request for any information on any
reasonable adjustments you may need to
assist you
Don't know/can't remember
None of the above
a
Wis.
3.
I iw
Bsx
29%
29%
27%
spm2_q5. Which, if any, of the following do you remember receiving after making the application? Please tick all that apply.
Base: All (n=1,483)
76%
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Figure 35
Very easy MQuite easy Neither easy nor hard ™ Quite hard lM Very hard M Don’t know/can't remember
Net easy: 20% Net hard: 47%
Understanding the Scheme ZW 16% 30%
Net easy: 16% Net hard: 57%
Completing the paperwork FEAL 25%
spm2_q6. How easy or hard would you rate the following aspects of the application process? Please tick one for each option.
Base: All (n=1,483)
Figure 36
How applicants valued their own claim compared to how POL valued it
Base: Alll (n=1,477)
Less than
£20,000
Less
than
£20,000
73%
22%
£20,000 - £60,001 -
£60,000
£100,001 -
£100,000 £200,000
£200,001
or more
13%
Don't
knowican't
remember
Prefer
not to
say
Net:
£100,000
55%
Net: More
than
£100,000
13%
£20,000 -
£60,000
3%
37%
26%
25%
16%
3%
13%
19%
I £60,001 -
£100,000
£100,001 -
£200,000
1%
0%
4%
3%
12%
3%
21%
11%
16%
4%
2%
3%
3%
14%
14%
“£200,001
“ormore
1%
1%
1%
17%
3%
13%
Don't
know/can't
remember
19%
29%
37%
27%
20%
51%
16%
22%
“Prefer not
‘tosay
Net:
£100,000
orless
4%
77%
4%
63%
4%
54%
4%
41%
1%
64%
14%
4%
1%
6%
“Net: More
“than
“£100,000
4%
4%
33%
6%
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Figure 37
Compensation for a Horizon discrepancy Po 78%
Distress and inconvenience La 49%
Loss of earnings Lo 37%
Loss of property I 13%
Contract termination i I 13%
Personal injury II 11%
other I 17%
Don't know/can't remember I 7%
‘spm2_q10. Did your claim include the following elements..? Please tick all that apply.
Base: All (n=1,471)
Figure 38
Inform you of your right to obtain legal
advice 33%
Provide information about how you could
contact a legal representative 10%
Neither 36%
Don't know/can't remember 27%
Prefer not to say 2%
spm2_q11. At any point during the Scheme, did Post Office Limited...? Please tick all that apply
Base: All (n=1,468)
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Figure 39
@ Yes, financial support received that was sufficient
Yes, financial support received, but it was not sufficient
No financial support received
B Don't know / can't remember
OPrefer not to say
Net yes: 18%
[VALUE]
spm_q13b. Did you receive financial support for the legal advice and was it sufficient for your needs? Please tick one only.
Base: All who obtained legal advice during the application process (n=176)
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Figure 40
YouGov
Very satisfied Fairly satisfied
ONeither satisfied nor dissatisfied Oi Fairly dissatisfied
Very dissatisfied i Don't know/can't remember
Net dissatisfi
et satisfied:
65%
spm2_q15. How satisfied or dissatisfied are you with the legal advice you received? Please tick’
Base: All who obtained legal advice during the application process (n=176)
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Figure 41
Yes, financial support received that was sufficient
Yes, financial support received, but it was not sufficient
® No financial support received
B® Don't know / can't remember
O Prefer not to say
Net yes: 55%
spm2_q23c. Did you receive financial support for the legal advice and was it sufficient for your needs? Please tick one only.
Base: All who obtained legal advice after receiving the offer (n=65)
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Figure 42
A fixed sum payment of £75,000 Interim payment as part of the claim
WYes HNo Yes HNo
spm2_q16b. Do you intend on making an application for the following? Please tick one for each option.
Fixed sum payment — Base: All (n=1,454). Interim payment — Base: those who have not made an application for an interim payment (n=1,254)
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Figure 43
YouGov
Very satisfied @ Fairly satisfied Neither satisfied nor dissatisfied
™ Fairly dissatisfied @ Very dissatisfied ® Don’t know/can't remember
Net satisfied: 14% Net dissatisfied: 48%
The interim payment process EYAReLs 22%
Net satisfied: 36% Net dissatisfied: 29%
26%
The fixed sum payment option 14%
spm2_q18. How satisfied or dissatisfied are you with...? Please tick one for each option.
Base: All those who intend on making an application for a fixed sum payment, or intend to or have already done so for the interim payment (n=483 - 575)
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Figure 44
Yes
HINo
CNot applicable, haven't reached that stage
29%
spm2_q19b. Were you aware that a Case Assessor assesses your application and provides a Tang
haven't reached that stage yet, please tick that option.
Base: All (n=1,450)
Ues for compensation under each head of loss of your claim? If you
Figure 45
@ Very satisfied @ Fairly satisfied
Fairly dissatisfied @ Very dissatisfied
™® Don't know/can't remember
Ne %
How informed you were throughout the process (NN WA/)
Net satisfied: 25%
Contact you had with the Case Assessor (ABEL
Net satisfied: 17%
1e time it took for the Case Assessor to assess your claim syamyhya
spm2_q20. How satisfied or dissatisfied are you with...? Please tick one for each option.
Base: Those contacted by a Case Assessor (n=151)
17%
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Neither satisfied nor dissatisfied
Not applicable
Net dissatisfied: 49°
23% 20% :
24%
Net dissatisfied: 57%
17% 40% 7%
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Figure 46
Yes
HINo
CNot applicable, haven't reached that stage
spm2_q21. Were you told that an Independent Advisory Panel (IAP) would consider your applicatto
Base: All (n=1,443)
you haven't reached that stage yet, please tick that option.
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Figure 47
YouGov
@ Very satisfied @ Fairly satisfied Neither satisfied nor dissatisfied
™ Fairly dissatisfied @ Very dissatisfied ® Don't know/can't remember
Net satisfied: 20% Net dissatisfied: 46%
How long it took for the IAP to consider your claim WA, 19%
Net satisfied: 20% Net dissatisfied: 52%
The amount of information provided to you about the
IAP process 1% 16% 27%
spm2_q22b. How satisfied or dissatisfied are you with the following aspects of the Independent Advisory Panel (IAP) process?
Base: Those told that the IAP was involved (n=385)
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Figure 48
YouGov
@ Very satisfied Fairly satisfied Neither satisfied nor dissatisfied ™ Fairly dissatisfied I—™ Very dissatisfied ™ Don't know
N 1% Net dis
The time it took to reach an outcome 1% 17% 24% 16% 36%
°
Net di
The offer amount 17%
Net satisfied: 18% Net dissatisfied: 49%
The amount of information provided to you about how bo, 13% 29% 15% 34% ,
the outcome was determined
spm2_q23. How satisfied or dissatisfied are you with...? Please tick one for each option.
Base: All with an application outcome (n=730)
Figure 49
Wanted the process to finish 51%
The process was too complex /
burdensome 33%
Financial circumstances (in need of
compensation payment)
Lack of financial support to continue LC] 23%
Satisfied with the offer ] 15%
Other CT] 18%
Don't know I 2%
33%
spm2_q25b. Which of the following, if any, are reasons you accepted the offer in part/full? Please tick all that apply.
Base: All who accepted the offer in part/full (n=666)
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Figure 50
YouGov
Very satisfied Ml Fairly satisfied Neither satisfied nor dissatisfied ® Fairly dissatisfied ll Very dissatisfied ® Not applicable Ml Don't know
Net satisfied: 17% Net dissatisfied: 48%
That you were fully informed at every stage of the process 5/4 14% 18% 16% I oi
Net satisfied: 14% Net dissatisfied: 49%
That the Scheme was easy to understand and navigate 23% 17% 32%
Net satisfied: 13% Net dissatisfied: 52%
That you had enough information to make informed decisions 20% 15% 37%
Net satisfied: 12% Net dissatisfied: 49%
Net satisfied: 10% Net dissatisfied: 48%
With the time it took from starting your application to reaching the end 15% 12% 36%
Net satisfied: 9% Net dissatisfied: 43%
With the amount of compensation received 11% 11% 32%
spm2_q29. Overall, how satisfied or dissatisfied are you...? If any of the below don't apply, for example, because your application has not concluded, please tick ‘not applicable’.
Base: All (n=1,430)