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Postmaster Pulse
Survey
November 2023
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Executive Summary
+ Compared to March 2023, there was a significant increase in the proportion of Postmasters pointing to a valued/equal
business relationship and a decrease in Postmasters selecting the bottom of the scales in the Pulse survey
+ Similarly, there was also a significant increase in the proportion of Postmasters feeling supported and a corresponding
decrease in the number of Postmasters selecting the bottom end of the scale
+ In terms of the questions which we use to indicate levels of trust, there were also significant shifts across the five metrics.
+ The biggest positive shift was for ‘Post Office interacts with me in a purposeful and engaging way’ with agreement rising
by 9%
+ In addition, although at a lower level of agreement, scores for ‘Post Office makes sensible decisions about things that
impact my business’ also rose by 8%
+ In terms of improvements Postmasters would like to see, unsurprisingly remuneration was mentioned most frequently
along with transparency/honesty and working closely with Postmasters. However, there were also positive mentions
around Area Managers and general positivity
+ Although there is still a lot to do, these results indicate that sentiment is moving in the right direction
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There has been a significant increase in the proportion of Postmasters pointing
to a valued/equal business relationship in hand with a decrease of Postmasters
selecting the bottom of the scales vs. March 2023
How would you describe the relationship you have with Post Office?
{ 6and 7 scores I [17% I [ 25% I {19% I [ 26% I tt
Since the annual survey started, these are the best
‘scores for the top 2 and bottom 2 boxes we have seen,
‘though we have much to do, we are listening to and
‘communicating what Postmasters have told us need to
change, as well as improving our engagement structure.
Jon-21— Jan-22Mar-23——Pulse- 23
aoe re ol eng te pas TF denotes sgnicantly higher scare vs Mor-23
J ence a sotcanty ower cove Mar-23
{81 How wok so sorte te oon ohare wih Pet Oc?
fino mave 110, ave 314 me 1602 ware L758
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There has also been an increase in the proportion of Postmasters feeling
supported, in hand with a decrease of Postmasters selecting the bottom of
the scales
How supported, or not, do you feel by Post Office?
{ @and7 soores I I 20% I [ 30% I [ 24% I [31% I ft
Since the annual survey started, these are the best
scores forthe top 2 boxes we have seen.
The Commercial excellence vis are supporting PM's
improve thelr business
et, Mar23 Pulse-28
ar 23 Pale -23 oF caices etencrie aw caked
1] ercne a stcaty ove acre Ue 23
7 mgt ty ty
et once?
‘ioe wave 77, wave 2138, wave 31642 wae 41.754
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Statements which are indicative of ‘trust’ between Postmasters and POL also saw a
significant improvement in the Pulse survey compared with earlier in 2023
Trust statements: added in 2022
‘Top 3 score and bottom 3 score nets shown,
21% 24%
5. a 23% 23% 26% 22h 2% ay
iat 2% 25% 25%
Post Office is gonuinely ying Post Offce interacts with mo Post Office has Postmasters Post Office makes sensibio Post Offie is genuinely
toimprove the relationship _in a purposeful and engaging best interests at heart decisions about things that _acting wth transparency
with Postmasters way impact my business
Disagree Neutral mAgree
$F once sricenty righer scare vs Spring 2023
ni Part te me iin stn?
Enorag ears Uh Denotes sgnicnt lower sore ve Spring 2023
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Unsurprisingly, remuneration rates are still the most mentioned issue,
but also the need for transparency / honesty and to work closely with
Postmasters and branches
Undercut By RmvOniine Sales Horizon Tablet Needs Improvement
“Pleased With Area Manager
Cutback On Cost Of Senior Management
Transparency/ Honesty Ai Services
No Hoperfuture PO Not Interested/Opposing I
Remuneration rates w--rm-=—
‘Underappreciated/ Undervalued Happy
enti Tp Png Concerns —
semweoeeee Work Closely With Pm'S/Branches
Better Communication _ 9sisaton Inat Represents Pao
Help Business Grow Other Pay UsA SalaryWageiFinancial Assist.
Siow To Sot Out ProblemsI More Products/Services- /Don'T Remove...
Reducing Transaction Time, Pave Te Bese When Seca Ban
Is there anything you would ike to toll us that would help improve the relationship between Postmastors and Post Office? N = 948
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Full list of coded verbatim comments
emunerason rates 23% ‘
nx -
10%
Horizon/Tablet Needs improve
_AlSences Avaable i A Branches
Organisation That Represents Pms/More Sa n Decision Making
Under By fn/Online Sales
ay Us ASalary/Wge/FnandalAsstance
BESEREEEeeEee ee ssevagyEy
educing Tansacion Tene
Banking Develop
estore Trust
Prone Hliday Pay
Sand Up To Royal Mail
Not interested in Smal/Rral/Corain Branches *
Power To Decide Which Senses ranch Can Offer *
Pad The Same For Same Transaction 7
Ordering Sze *
Po ®OF Transaction Fe Unie *
Customer Abuse *
Other ™
Dont know / NA ™
ace 38
Provide better remuneration to compensate the work being caried out
“More transparency needed on the decisions made by the management and also share some ofthe
profit with Ps.
Proving help with Holiday cover
Keep PMs informed / involve them eary in every change or decision that wil impact their business.
‘Make all products avaiable and pay the same remuneration toallthe models types.
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Stand-out Feedback
I witnessed and attended meetings with other post
masters and retail directors recently, it was very open
dialogue meeting and good amount of feedback v
oft
eof
y area manager.
fice to act as.alalson person $0 k
sector and expanding courier services as
well just shing for more
am really happy that the relationship
between postmaster (myself) and the
post office with the short experience I
have, is running smoothly
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Methodology
The Postmaster Pulse survey was carried out online and administered by our research agency, Quadrangle
The survey was live for Postmasters to complete between 12" October 2023 and 12"" November 2023
1,751 responses were completed by Postmasters, with 949 leaving verbatim comments for review