Post Office Ltd’s Network Transformation Programme is resulting in a programme of restructuring with PO Locals replacing most of the sub post offices. Accent was commissioned by Citizens Advice to interview users of post office branches which have converted to the new model of operating in order to look at the impact this change has had on the customer experience, particularly with regard to opening hours and services available. 1,200 telephone interviews were undertaken with users of 300 specific branches. The data fed into a report on the customer experience of and service standards in PO Locals today which Citizens Advice recently published.
The report can be found here.