YEAR
1 = 2018
2 = 2019
3 = 2020
4 = 2021
5 = 2022
6 = 2023
7 = 2024
8 = 2025

Quarter
1 = Q1 2016
2 = Q2 2016
3 = Q3 2016
4 = Q4 2016
5 = Q1 2017
6 = Q2 2017
7 = Q3 2017
8 = Q4 2017
9 = Q1 2018
10 = Q2 2018
11 = Q3 2018
12 = Q4 2018
13 = Q1 2019
14 = Q2 2019
15 = Q3 2019
16 = Q4 2019
17 = Q1 2020
18 = Q2 2020
19 = Q3 2020
20 = Q4 2020
21 = Q1 2021
22 = Q2 2021
23 = Q3 2021
24 = Q4 2021
25 = Q1 2022
26 = Q2 2022
27 = Q3 2022
28 = Q4 2022
29 = Q1 2023
30 = Q2 2023
31 = Q3 2023
32 = Q4 2023
33 = Q1 2024
34 = Q2 2024
35 = Q3 2024
36 = Q4 2024
37 = Q1 2025
38 = Q2 2025
39 = Q3 2025
40 = Q4 2025

1 = January
2 = February
3 = March
4 = April
5 = May
6 = June
7 = July
8 = August
9 = September
10 = October
11 = November
12 = December

1 = Urban
2 = Rural
3 = Unknown

1 = CAWI
2 = CATI
3 = CAPI
4 = NA

C1. To which industry does your organisation belong to?
1 = Agriculture, Forestry, & Fishing
2 = Mining and Quarrying
3 = Manufacturing
4 = Electricity, gas, steam & Air conditioning supply
5 = Water Supply, sewerage, waste management
6 = Construction
7 = Wholesale & Retail Trade; repair of motor vehicles and motorcycles
8 = Transportation and storage
9 = Accommodation and food service activities
10 = Information and communication
11 = Financial and insurance activities
12 = Real estate activities
13 = Professional, scientific and technical activities
14 = Administrative and support service activities
15 = Public administration and defence compulsory social security
16 = Education
17 = Human health and social work activities
18 = Arts, entertainment and recreation
19 = Other service activities
20 = Other
21 = Don't Know

C2. Including yourself, approximately how many people are employed by your whole organisation in the UK, including but not exclusively the branch or office location you currently work at?
1 = Respondent only / self-employed
2 = Respondent and one (other) employee
3 = 3 - 4
4 = 5 - 9
5 = 10 - 19
6 = 20 - 25
7 = 26 - 49
8 = 50 - 99
9 = 100 - 249

C2. Including yourself, approximately how many people are employed by your whole organisation in the UK, including but not exclusively the branch or office location you currently work at?
1 = 0-1
2 = 2-9
3 = 10-49
4 = 50-99
5 = 100-249

C2a. What is the approximate annual turnover of your whole organisation in the UK?
1 = Up to £49,999
2 = £50,000 - £99,999
3 = £100,000 - £199,999
4 = £200,000 - £299,999
5 = £300,000 - £399,999
6 = £400,000 - £499,999
7 = £500,000 - £749,999
8 = £750,000 - £999,999
9 = £1,000,000 - £1,499,999
10 = £1,500,000 - £1,999,999
11 = £2,000,000 - £4,999,999
12 = £5,000,000 +
13 = Don't know / not sure
14 = Refused

C3. Where in the UK do you work?
1 = East of England
2 = East Midlands
3 = Greater London
4 = North East
5 = North West
6 = South East
7 = South West
8 = West Midlands
9 = Yorkshire and The Humber
10 = Scotland
11 = Wales
12 = Northern Ireland

C4. Is your location the headquarters or a local branch / office?
1 = Head office
2 = Branch / local office

C5. Do you have an internet connection in the location where your organisation is based?
1 = Yes
2 = No

C6. We are talking to a wide range of customers with different responsibilities, so we'd like to understand your role within your organisation. Please could you tell me which type of department you work in?
1 = Marketing
2 = Customer Relationship Management
3 = Customer Service
4 = Procurement
5 = Finance / Accounts
6 = Operations
7 = Facilities
8 = Mailroom
9 = Office Admin / Office Management
10 = NET: Senior Management (Managing Director, Director, Business Owner)
11 = Sales
12 = Company Secretary
13 = General manager / site manager
14 = Owner
15 = Senior Management (Managing Director, other Director)
16 = Refused
17 = Don't know
18 = Other answers

C7. Which one of the following statements best describes the role of postal services to your organisation?
1 = Post is used mainly for administrative needs and is not core to the main function of our business
2 = Post is critical for our customer communications and/or statements but is not core to our business
3 = Post is core to our business operations (i.e. our business could not function without it)
4 = Don't Know

C8. Do you have an Account Manager with your postal services provider?
1 = Yes - All of them
2 = Yes - Some but not all of them
3 = No
4 = Don't know

QV1B. On average, how much money does your organisation spend in total per year on sending postal items?
1 = Nothing
2 = Under £300 per year (less than £25 per month)
3 = £300 - £1,199 pa (£25 - £99 per month)
4 = £1,200 - £2,399 pa (£100 - £199 per month)
5 = £2,400 - £5,999 pa (£200 - £499 per month)
6 = £6,000 or more pa (£500 or more per month)
7 = Don’t know

QV1b. On average, how much money does your organisation spend in total per annum on sending postal items? Please think about all the letters, packets and parcels you may send as an organisation.
1 = Nothing - CLOSE
2 = Under £120 pa
3 = £120 -£299 pa
4 = £300 -£599 pa
5 = £600 -£1,199 pa
6 = £1,200 -£2,399 pa
7 = £2,400 -£5,999 pa
8 = £6,000 -£11,999 pa
9 = £12,000 -£23,999 pa
10 = £24,000 -£35,999 pa
11 = £36,000 -£59,999 pa
12 = £60,000 -£89,999 pa
13 = £90,000 -£119,999 pa
14 = £120,000 -£179,999 pa
15 = £180,000 -£239,999 pa
16 = £240,000 -£299,999 pa
17 = £300,000 -£359,999 pa
18 = £360,000 -£479,999 pa
19 = £480,000 -£599,999 pa
20 = £600,000 -£899,999 pa
21 = £900,000 -£1,199,999 pa
22 = £1,200,000 -£3,599,999 pa
23 = £3,600,000 -£5,999,999 pa
24 = £6,000,000+ pa
25 = Don't know

QV1B_A. Letters and large letters (Which of the following types of post does your organisation send?)
1 = Yes
2 = No
3 = Don't know

QV2a_A. Letters and large letters (On average, how many of the following types of post did your organisation send last month?)
1 = Less than 100
2 = More than 100 but less than 500
3 = More than 500
4 = None - we never send this type of post
5 = Don't know

QV2A. Letters (On average, how many of the following types of post does your organisation typically send per mailing?)
1 = 1-24
2 = 25-49
3 = 50-99
4 = 100-249
5 = 250-499
6 = 500-4,999
7 = 5,000-49,999
8 = 50,000-499,999
9 = 500,000- 4,999,999
10 = 5m+
11 = None - we never send this type of post
12 = Don't know

QV1c_A. Letters and large letters - Approximately what percentage of your monthly postal spend is allocated to each of the following types of post: Banded
1 = 0-24%
2 = 25-49%
3 = 50-74%
4 = 75-100%

QV2C Letters / Large letters - Are any of the Letters / Large letters you send used for the fulfilment of customer orders for your products?
1 = Yes
2 = No – we do despatch products to customers but not using large letter post
3 = No – we don't despatch products to our customers
4 = Don't know

QV2C Parcels - Are any of the Parcels you send used for the fulfilment of customer orders for your products?
1 = Yes
2 = No - we do despatch products to customers but not using parcel/packet post
3 = No – we don't despatch products to our customers
4 = Don't know

QV3. Thinking about postal services, which providers can you think of?: Royal Mail
0 = Not
1 = Royal Mail

QV3. Thinking about postal services, which providers can you think of?: DHL
0 = Not
1 = DHL

QV3. Thinking about postal services, which providers can you think of?: TNT
0 = Not
1 = TNT

QV3. Thinking about postal services, which providers can you think of?: UK Mail
0 = Not
1 = UK Mail

QV3. Thinking about postal services, which providers can you think of?: UPS
0 = Not
1 = UPS

QV3. Thinking about postal services, which providers can you think of?: Yodel
0 = Not
1 = Yodel

QV3. Thinking about postal services, which providers can you think of?: Parcelforce
0 = Not
1 = Parcelforce

QV3. Thinking about postal services, which providers can you think of?: Evri
0 = Not
1 = Evri

QV3. Thinking about postal services, which providers can you think of?: FedEx
0 = Not
1 = FedEx

QV3. Thinking about postal services, which providers can you think of?: Secured mail
0 = Not
1 = Secured mail

QV3. Thinking about postal services, which providers can you think of?: DX
0 = Not
1 = DX

QV3. Thinking about postal services, which providers can you think of?: MHI (Mail Handling International)
0 = Not
1 = MHI (Mail Handling International)

QV3. Thinking about postal services, which providers can you think of?: Pitney Bowes
0 = Not
1 = Pitney Bowes

QV3. Thinking about postal services, which providers can you think of?: Interlink / Interlink Express / Direct
0 = Not
1 = Interlink / Interlink Express / Direct

QV3. Thinking about postal services, which providers can you think of?: APC
0 = Not
1 = APC

QV3. Thinking about postal services, which providers can you think of?: Local Courier
0 = Not
1 = Local Courier

QV3. Thinking about postal services, which providers can you think of?: Eagle Couriers
0 = Not
1 = Eagle Couriers

QV3. Thinking about postal services, which providers can you think of?: DPD/DPD Local
0 = Not
1 = DPD/DPD Local

QV3. Thinking about postal services, which providers can you think of?: Lynx
0 = Not
1 = Lynx

QV3. Thinking about postal services, which providers can you think of?: First Post
0 = Not
1 = First Post

QV3. Thinking about postal services, which providers can you think of?: One Post
0 = Not
1 = One Post

QV3. Thinking about postal services, which providers can you think of?: Wey Group International
0 = Not
1 = Wey Group International

QV3. Thinking about postal services, which providers can you think of?: ENC
0 = Not
1 = ENC

QV3. Thinking about postal services, which providers can you think of?: Fast Track
0 = Not
1 = Fast Track

QV3. Thinking about postal services, which providers can you think of?: Neo Post
0 = Not
1 = Neo Post

QV3. Thinking about postal services, which providers can you think of?: Fastway Couriers
0 = Not
1 = Fastway Couriers

QV3. Thinking about postal services, which providers can you think of?: Tuffnels
0 = Not
1 = Tuffnels

QV3. Thinking about postal services, which providers can you think of?: Euro
0 = Not
1 = Euro

QV3. Thinking about postal services, which providers can you think of?: UK / British Mail
0 = Not
1 = UK / British Mail

QV3. Thinking about postal services, which providers can you think of?: Freight - Better / Night
0 = Not
1 = Freight - Better / Night

QV3. Thinking about postal services, which providers can you think of?: Parcels to go
0 = Not
1 = Parcels to go

QV3. Thinking about postal services, which providers can you think of?: Global Mailing
0 = Not
1 = Global Mailing

QV3. Thinking about postal services, which providers can you think of?: Haynes
0 = Not
1 = Haynes

QV3. Thinking about postal services, which providers can you think of?: Priority Express
0 = Not
1 = Priority Express

QV3. Thinking about postal services, which providers can you think of?: Business Post
0 = Not
1 = Business Post

QV3. Thinking about postal services, which providers can you think of?: Legal Post
0 = Not
1 = Legal Post

QV3. Thinking about postal services, which providers can you think of?: AJG Parcels
0 = Not
1 = AJG Parcels

QV3. Thinking about postal services, which providers can you think of?: Parcel Line
0 = Not
1 = Parcel Line

QV3. Thinking about postal services, which providers can you think of?: Coopers Carriers
0 = Not
1 = Coopers Carriers

QV3. Thinking about postal services, which providers can you think of?: DHS
0 = Not
1 = DHS

QV3. Thinking about postal services, which providers can you think of?: TNT Express
0 = Not
1 = TNT Express

QV3. Thinking about postal services, which providers can you think of?: Whistl/ TNT Post UK
0 = Not
1 = Whistl/ TNT Post UK

QV3. Thinking about postal services, which providers can you think of?: Collect Plus
0 = Not
1 = Collect Plus

QV3. Thinking about postal services, which providers can you think of?: Interparcel
0 = Not
1 = Interparcel

QV3. Thinking about postal services, which providers can you think of?: Securicor
0 = Not
1 = Securicor

QV3. Thinking about postal services, which providers can you think of?: Citipost
0 = Not
1 = Citipost

QV3. Thinking about postal services, which providers can you think of?: Pallet Lines
0 = Not
1 = Pallet Lines

QV3. Thinking about postal services, which providers can you think of?: Postal Sort
0 = Not
1 = Postal Sort

QV3. Thinking about postal services, which providers can you think of?: Amazon Logistics
0 = Not
1 = Amazon Logistics

QV3. Thinking about postal services, which providers can you think of?: None
0 = Not
1 = None

QV3. Thinking about postal services, which providers can you think of?: Don't know
0 = Not
1 = Don't know

QV3. Thinking about postal services, which providers can you think of?: Other answers
0 = Not
1 = Other answers

QV4. And who does your organisation use to send Small parcels – under 2kg?: Whistl
0 = Not
1 = Whistl

QV4. And who does your organisation use to send Small parcels – under 2kg?: Other
0 = Not
1 = Other

QV4b. And which of these providers do you use most often to send parcels?
1 = Royal Mail
2 = DHL
3 = TNT
4 = UK Mail
5 = UPS
6 = Yodel
7 = Parcelforce
8 = Evri
9 = FedEx
10 = Secured mail
11 = DX
12 = MHI (Mail Handling International)
13 = Pitney Bowes
14 = TNT Express
15 = Whistl
16 = Citipost
17 = Amazon Logistics
18 = DPD/DPD Local
95 = Other
97 = None

QV4. And who does your organisation use for its postal service? Please think about all mail items including letters, large letters, packets and parcels. Secured Mail
0 = Not
1 = Secured Mail

QV5B.1_A. Letters (Which would you say is your organisation's main postal service provider for Letters in terms of the value of the items you send?)
1 = Royal Mail
2 = DHL
3 = TNT (use only if no distinction made between 'TNT Express' & 'TNT Post UK')
4 = UK Mail
5 = UPS
6 = Yodel
7 = Parcelforce
8 = Evri
9 = FedEx
10 = Secured Mail
11 = DX
12 = MHI (Mail Handling International)
13 = Pitney Bowes
14 = TNT Express
15 = Whistl/ TNT Post UK
16 = Citipost
17 = Amazon logistics
18 = DPD/DPD Local
95 = Other
98 = Do not send this type of post

QV5B.1. Letters / Large letters - Which would you say is your organisation's main postal service provider for Letters / Large letters in terms of the value of the items you send?: TNT (use only if no distinction made between 'TNT Express' & 'TNT Post UK')
0 = Not
1 = TNT (use only if no distinction made between 'TNT Express' & 'TNT Post UK')

QV5B.1. Letters / Large letters - Which would you say is your organisation's main postal service provider for Letters / Large letters in terms of the value of the items you send?: Amazon logistics
0 = Not
1 = Amazon logistics

QV5B.1. Letters / Large letters - Which would you say is your organisation's main postal service provider for Letters / Large letters in terms of the value of the items you send?: Do not send this type of post
0 = Not
1 = Do not send this type of post

QV4C. In addition to Royal Mail, do you use other providers to send letters or large letters?
1 = Yes
2 = No
3 = Do not use Royal Mail, only use other providers
4 = Not sure

QV6bc_A. Letters and large letters - Urgent delivery - on the same day or a specific time the next day - Which of the following services does your organisation regularly use when sending each of the types of post you mentioned?:
0 = Not
1 = Urgent delivery - on the same day or a specific time the next day

QV6bc_A. Letters and large letters - Tracked services - Which of the following services does your organisation regularly use when sending each of the types of post you mentioned?:
0 = Not
1 = Tracked services

QV6bc_A. Letters and large letters - Timed delivery (i.e. to arrive by specific time/day) - Which of the following services does your organisation regularly use when sending each of the types of post you mentioned?:
0 = Not
1 = Timed delivery (i.e. to arrive by specific time/day)

QV6bc_A. Letters and large letters - Standard delivery - Which of the following services does your organisation regularly use when sending each of the types of post you mentioned?:
0 = Not
1 = Standard delivery

QV6bc_A. Letters and large letters - International delivery - Which of the following services does your organisation regularly use when sending each of the types of post you mentioned?:
0 = Not
1 = International delivery

QV6bc_A. Letters and large letters - Cross-border delivery (to the Republic of Ireland) - Which of the following services does your organisation regularly use when sending each of the types of post you mentioned?:
0 = Not
1 = Cross-border delivery (to the Republic of Ireland)

QV6bc_A. Letters and large letters - None of these - Which of the following services does your organisation regularly use when sending each of the types of post you mentioned?:
0 = Not
1 = None of these

QV6bc_A. Letters: Tracked service - Which of the following types of services does your organisation regularly use when sending each of the types of post you mentioned?
0 = Not
1 = Tracked service

QV6bc_A. Letters: Cross-Border Delivery - Which of the following types of services does your organisation regularly use when sending each of the types of post you mentioned?
0 = Not
1 = Cross-Border Delivery

QV6bc_A. Letters: Other - Which of the following types of services does your organisation regularly use when sending each of the types of post you mentioned?
0 = Not
1 = Other (PLEASE SPECIFY)

QV6bc_A. Letters: None of these - Which of the following types of services does your organisation regularly use when sending each of the types of post you mentioned?
0 = Not
1 = None of these (DO NOT READ OUT)

QV6bc_A. Letters: Don't Know - Which of the following types of services does your organisation regularly use when sending each of the types of post you mentioned?
0 = Not
1 = Don't Know (DO NOT READ OUT)

QV6a.2 Which of the following, if any, does your organisation use Royal Mail services for?: Letters
0 = Not
1 = Letters

QV6a.2 Which of the following, if any, does your organisation use Royal Mail services for?: Large Letters
0 = Not
1 = Large Letters

QV6a.2 Which of the following, if any, does your organisation use Royal Mail services for?: Parcels and packets
0 = Not
1 = Parcels and packets

QV6a.2 Which of the following, if any, does your organisation use Royal Mail services for? Letters or large letters
0 = Not
1 = Letters or large letters

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Standard Stamped Mail 1st Class
0 = Not
1 = Standard Stamped Mail 1st Class

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Standard Stamped Mail 2nd Class
0 = Not
1 = Standard Stamped Mail 2nd Class

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: 1st Class large letter stamps
0 = Not
1 = 1st Class large letter stamps

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: 2nd Class large letter stamps
0 = Not
1 = 2nd Class large letter stamps

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Franked / metered mail 1st Class
0 = Not
1 = Franked / metered mail 1st Class

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Franked / metered mail 2nd Class
0 = Not
1 = Franked / metered mail 2nd Class

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Standard parcels
0 = Not
1 = Standard parcels

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: PPI - PPI 1st Class (Printed Postage Impressions)
0 = Not
1 = PPI - PPI 1st Class (Printed Postage Impressions)

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: PPI - PPI 2nd Class (Printed Postage Impressions)
0 = Not
1 = PPI - PPI 2nd Class (Printed Postage Impressions)

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Bulk mail
0 = Not
1 = Bulk mail

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Signed for
0 = Not
1 = Signed for

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Special Delivery Guaranteed by 1pm
0 = Not
1 = Special Delivery Guaranteed by 1pm

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Special Delivery Guaranteed by 9am
0 = Not
1 = Special Delivery Guaranteed by 9am

QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letters?: Refused (DO NOT READ OUT)
0 = Not
1 = Refused (DO NOT READ OUT)

QN9. When sending letters, which service does your business tend to use?
1 = 1st class - all the time
2 = 1st class - most of the time
3 = 1st and 2nd class in equal amounts
4 = 2nd class - most of the time
5 = 2nd class - all the time
6 = We never send letters
7 = Don't Know (DO NOT READ OUT)

QN11. Which if any of the following influence your decision to use first or second-class stamps?: They are the stamps I have to hand
0 = Not
1 = They are the stamps I have to hand

QN11. Which if any of the following influence your decision to use first or second-class stamps?: Cost of postage
0 = Not
1 = Cost of postage

QN11. Which if any of the following influence your decision to use first or second-class stamps?: Value for money
0 = Not
1 = Value for money

QN11. Which if any of the following influence your decision to use first or second-class stamps?: Speed of delivery
0 = Not
1 = Speed of delivery

QN11. Which if any of the following influence your decision to use first or second-class stamps?: It's cheaper
0 = Not
1 = It's cheaper

QN11. Which if any of the following influence your decision to use first or second-class stamps?: I don't want others to think that the business doesn't want to use a 1st class stamp
0 = Not
1 = I don't want others to think that the business doesn't want to use a 1st class stamp

QN11. Which if any of the following influence your decision to use first or second-class stamps?: Value of the item to be sent
0 = Not
1 = Value of the item to be sent

QN11. Which if any of the following influence your decision to use first or second-class stamps?: Security (i.e. that items sent will reach their destination intact)
0 = Not
1 = Security (i.e. that items sent will reach their destination intact)

QN11. Which if any of the following influence your decision to use first or second-class stamps?: It's what I can afford
0 = Not
1 = It's what I can afford

QN11. Which if any of the following influence your decision to use first or second-class stamps?: Other (please specify)
0 = Not
1 = Other (please specify)

QN11. Which if any of the following influence your decision to use first or second-class stamps?: No particular reason (DO NOT READ OUT)
0 = Not
1 = No particular reason (DO NOT READ OUT)

QN11. Which if any of the following influence your decision to use first or second-class stamps?: I Don't Know (DO NOT READ OUT)
0 = Not
1 = I Don't Know (DO NOT READ OUT)

QN12. In the last three months have you had to do any of the following?: Reduce your use of 1st class postage stamps so that you can other expenses as part of your business
0 = Not
1 = Reduce your use of 1st class postage stamps so that you can other expenses as part of your business

QN12. In the last three months have you had to do any of the following?: Cut back on other expenses so that you can afford to buy 1st class postage s for your business
0 = Not
1 = Cut back on other expenses so that you can afford to buy 1st class postage s for your business

QN12. In the last three months have you had to do any of the following?: Reduce your use of 2nd class postage stamps so that you can other expenses as part of your business
0 = Not
1 = Reduce your use of 2nd class postage stamps so that you can other expenses as part of your business

QN12. In the last three months have you had to do any of the following?: Cut back on other expenses so that you can afford to buy 2nd class postage s for your business
0 = Not
1 = Cut back on other expenses so that you can afford to buy 2nd class postage s for your business

QN12. In the last three months have you had to do any of the following?: Cut back on other expenses so that you can afford to send parcels
0 = Not
1 = Cut back on other expenses so that you can afford to send parcels

QV7a.1. Thinking about sending letters or large letters, in the last 12 months, has your organisation
1 = Changed some of your postal volume from a higher cost Royal Mail product to a lower cost Royal Mail product?
2 = Changed post from a lower cost Royal Mail product to a higher cost Royal Mail product
3 = Both?
4 = Switched from Royal Mail to other postal service providers
5 = Switched from other postal service providers to Royal Mail
6 = Or has not changed mail in the last 12 months?
7 = Don't Know (DO NOT READ OUT)

QV7b.1 And why is this?: Price increases
0 = Not
1 = Price increases

QV7b.1 And why is this?: Changes in the type of mail sent
0 = Not
1 = Changes in the type of mail sent

QV7b.1 And why is this?: Better quality of service
0 = Not
1 = Better quality of service

QV7b.1 And why is this?: Became more aware of alternatives
0 = Not
1 = Became more aware of alternatives

QV7b.1 And why is this?: Due to internal cost cutting
0 = Not
1 = Due to internal cost cutting

QV7b.1 And why is this?: Convenience
0 = Not
1 = Convenience

QV7b.1 And why is this?: Quicker service
0 = Not
1 = Quicker service

QD10B_1. Low cost - Below, are a list of factors people tell us they consider when sending letters. For each factor, please tell us how important it is to you in choosing a postal provider or service:
1 = Not at all important
2 = Not very important
3 = Neither important nor unimportant
4 = Important
5 = Very important
6 = Don't know

QD10B_3. Next day delivery option - Below, are a list of factors people tell us they consider when sending letters. For each factor, please tell us how important it is to you in choosing a postal provider or service:
1 = Not at all important
2 = Not very important
3 = Neithe4 important nor unimportant
4 = Important
5 = Very important
6 = Don't know

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: Standard Mail 1st class
0 = Not
1 = Standard Mail 1st class

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: Standard Mail 2nd Class
0 = Not
1 = Standard Mail 2nd Class

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: Parcelforce Worldwide
0 = Not
1 = Parcelforce Worldwide

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: Royal Mail tracked 24 hours
0 = Not
1 = Royal Mail tracked 24 hours

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: Royal Mail tracked 48 hours
0 = Not
1 = Royal Mail tracked 48 hours

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: International Tracked (previously Airsure)
0 = Not
1 = International Tracked (previously Airsure)

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: International Signed
0 = Not
1 = International Signed

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: International standard mail (previously Airmail)
0 = Not
1 = International standard mail (previously Airmail)

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: International Tracked and Signed
0 = Not
1 = International Tracked and Signed

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: International Economy (previously surface mail)
0 = Not
1 = International Economy (previously surface mail)

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: Don’t Know
0 = Not
1 = Don’t Know

QV6a.1B. Which, if any, of the following Royal Mail parcel delivery services has your organisation used in the last six months to send small parcels (those up to 2kg in weight)?: Refused
0 = Not
1 = Refused

QV6a.1. Which, if any, of the following Royal Mail parcel delivery services does your organisation use to send parcels and packets?: Standard
0 = Not
1 = Standard

QV6a.1. Which, if any, of the following Royal Mail parcel delivery services does your organisation use to send parcels and packets?: Don't Know
0 = Not
1 = Don't Know

QN4a. When sending parcels using Royal Mail/Parcelforce, which service do you tend to use?
1 = 1st class - all the time
2 = 1st class - most of the time
3 = 1st and 2nd class in equal amounts
4 = 2nd class - most of the time
5 = 2nd class - all the time
6 = Never send parcels
7 = Don't Know (DO NOT READ OUT)

QV7a. Thinking about sending parcels, in the last 12 months, has your organisation:
1 = Switched to a lower cost Royal Mail product for some of your parcel volume?
2 = Switched to a higher cost Royal Mail product to for some of your parcel volume?
4 = Or has not changed how your organisation sends parcels in the last 12 months?
5 = Switched from Royal Mail to other parcel service providers?
6 = Switched from other parcel service providers to Royal Mail?
7 = Don't Know

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Lower cost of postage
0 = Not
1 = Lower cost of postage

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Lower cost of insurance
0 = Not
1 = Lower cost of insurance

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Guarantee that the parcel would arrive on time
0 = Not
1 = Guarantee that the parcel would arrive on time

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Better ability to track the delivery
0 = Not
1 = Better ability to track the delivery

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Parcel less likely to get lost
0 = Not
1 = Parcel less likely to get lost

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Ability to select an express service
0 = Not
1 = Ability to select an express service

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Quicker delivery
0 = Not
1 = Quicker delivery

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: More convenient for me to drop the parcel off
0 = Not
1 = More convenient for me to drop the parcel off

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: More convenient for me to have the parcel collected
0 = Not
1 = More convenient for me to have the parcel collected

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: More convenient for the recipient to take the delivery
0 = Not
1 = More convenient for the recipient to take the delivery

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Ability to set a specific date/time for delivery
0 = Not
1 = Ability to set a specific date/time for delivery

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Guarantee that the parcel would arrive intact
0 = Not
1 = Guarantee that the parcel would arrive intact

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: The business has a contract with the provider
0 = Not
1 = The business has a contract with the provider

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: Recommended by other
0 = Not
1 = Recommended by other

QN6. And why do you sometimes choose to use someone other than Royal Mail to send your parcels / letters?: It's a decision taken by the business
0 = Not
1 = It's a decision taken by the business

QV8. Which of the following types of bulk mailings does your organisation send regularly (this is once a month or more frequently than that)?: Advertising and promotional material, such as catalogues, brochures and direct mail
0 = Not
1 = Advertising and promotional material, such as catalogues, brochures and direct mail

QV8. Which of the following types of bulk mailings does your organisation send regularly (this is once a month or more frequently than that)?: Transactional post including - Bulk customer mailings, such as bills, statements, customer packs etc.
0 = Not
1 = Transactional post including - Bulk customer mailings, such as bills, statements, customer packs etc.

QV8. Which of the following types of bulk mailings does your organisation send regularly (this is once a month or more frequently than that)?: Publications, such as magazines, periodicals, customer newsletters
0 = Not
1 = Publications, such as magazines, periodicals, customer newsletters

QV9a. Which of the following types of mail does your organisation regularly receive at your location?: Large letters
0 = Not
1 = Large letters

QV9a. Which of the following types of mail does your organisation regularly receive at your location?: Transactional mail including - Bulk customer mailings, such as bills, statements, customer packs etc.
0 = Not
1 = Transactional mail including - Bulk customer mailings, such as bills, statements, customer packs etc.

QV9a. Which of the following types of mail does your organisation regularly receive at your location?: Other everyday correspondence, such as invoices, one off bills etc.
0 = Not
1 = Other everyday correspondence, such as invoices, one off bills etc.

QV9a. Which of the following types of mail does your organisation regularly receive at your location?: Goods / business supplies / large packets ordered via lorry
0 = Not
1 = Goods / business supplies / large packets ordered via lorry

QV9a. Which of the following types of mail does your organisation regularly receive at your location?: Legal / accounts documents / tax forms
0 = Not
1 = Legal / accounts documents / tax forms

QV9a. Which of the following types of mail does your organisation regularly receive at your location?: Order fulfilment (sending ordered goods to customers)
0 = Not
1 = Order fulfilment (sending ordered goods to customers)

QRM1. At what time do you usually receive your Royal Mail delivery at your premises?
1 = Before 9am
2 = Between 9am and 11am
3 = Between 11am and 1pm
4 = Between 1pm and 5pm
5 = After 5pm
6 = Don’t know

QRM1. At what time do you usually receive your Royal Mail delivery at your premises?
1 = 6am - 8.59am
2 = 9am - 11.59am
3 = 12pm - 2.59pm
4 = 3pm - 5.59pm
5 = 6pm - 5.59am
97 = Don't know

QRM2. Thinking generally about the service your organisation receives as a whole, how satisfied are you with the overall quality of the services you receive from Royal Mail as a recipient and sender?
1 = Very Dissatisfied
2 = Fairly Dissatisfied
3 = Neither Satisfied Nor Dissatisfied
4 = Fairly Satisfied
5 = Very Satisfied
6 = Don't Know

QRM3_1: Delivery time - How would you rate the performance of Royal Mail, as a recipient and sender, in the following areas on a 5 point scale where 1 is very dissatisfied and 5 is very satisfied?:
1 = Very Dissatisfied
2 = Fairly Dissatisfied
3 = Neither Satisfied Nor Dissatisfied
4 = Fairly Satisfied
5 = Very Satisfied
6 = Don't Know (DO NOT READ OUT)

QRM4_1. Which of the following problems have you experienced with your service from Royal Mail with regard to sending post in the last 6 months?: Delivery consistency / reliability (e.g. doesn’t consistently arrive as promised)
0 = Not
1 = Delivery consistency / reliability (e.g. doesn’t consistently arrive as promised)

QRM4_1. Which of the following problems have you experienced with your service from Royal Mail with regard to sending post in the last 6 months?: Collection time of items you are sending
0 = Not
1 = Collection time of items you are sending

QRM4_1. Which of the following problems have you experienced with your service from Royal Mail with regard to sending post in the last 6 months?: Collection reliability
0 = Not
1 = Collection reliability

QRM4_1. Which of the following problems have you experienced with your service from Royal Mail with regard to sending post in the last 6 months?: Latest collection time
0 = Not
1 = Latest collection time

QRM4_1. Which of the following problems have you experienced with your service from Royal Mail with regard to sending post in the last 6 months?: Amount / level of sent post lost
0 = Not
1 = Amount / level of sent post lost

QRM4_1. Which of the following problems have you experienced with your service from Royal Mail with regard to sending post in the last 6 months?: Price of postage
0 = Not
1 = Price of postage

QRM4_1. Which of the following problems have you experienced with your service from Royal Mail with regard to sending post in the last 6 months?: Items not being delivered intact/undamaged
0 = Not
1 = Items not being delivered intact/undamaged

QRM4_1. Which of the following problems have you experienced with your service from Royal Mail with regard to sending post in the last 6 months?: No problems
0 = Not
1 = No problems

QRM4_2. Which of the following problems have you experienced with your service from Royal Mail with regard to receiving post in the last 6 months?: Delivery time (when you receive your postal delivery)
0 = Not
1 = Delivery time (when you receive your postal delivery)

QRM4_2. Which of the following problems have you experienced with your service from Royal Mail with regard to receiving post in the last 6 months?: Delivery consistency / reliability (e.g. not consistently arriving as promised)
0 = Not
1 = Delivery consistency / reliability (e.g. not consistently arriving as promised)

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Delivery time (when you receive your post delivery)
0 = Not
1 = Delivery time (when you receive your post delivery)

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Delivery consistency / reliability (e.g. arrives as promised consistently)
0 = Not
1 = Delivery consistency / reliability (e.g. arrives as promised consistently)

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Availability of a daily collection
0 = Not
1 = Availability of a daily collection

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Account management (if applicable)
0 = Not
1 = Account management (if applicable)

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Trustworthiness of the provider
0 = Not
1 = Trustworthiness of the provider

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Wrong postage / shortfall on incoming mail - having to pay
0 = Not
1 = Wrong postage / shortfall on incoming mail - having to pay

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Accessibility of the sorting office / opening hours
0 = Not
1 = Accessibility of the sorting office / opening hours

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Lost or late delivery of sent mail
0 = Not
1 = Lost or late delivery of sent mail

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Wrong mail delivered / our mail delivered elsewhere
0 = Not
1 = Wrong mail delivered / our mail delivered elsewhere

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Problems with the Smart Stamp online system
0 = Not
1 = Problems with the Smart Stamp online system

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Recorded letters not being signed for
0 = Not
1 = Recorded letters not being signed for

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: Don't know / na
0 = Not
1 = Don't know / na

QRM4. Which of the following problems have you experienced with your service from Royal Mail with regard to sending/receiving post in the last 6 months?: No Problems
0 = Not
1 = No Problems

QRM5A. Have you contacted Royal Mail with a service query, request or complaint in the last 6 months?
1 = Yes
2 = No
3 = Don’t know

QRM5_1. Professionalism and handling of any query / complaint - Thinking about contacting Royal Mail with a service query, request or complaint, and your experiences in the last six months, please rate Royal Mail on the following aspects:
1 = Very Dissatisfied
2 = Fairly Dissatisfied
3 = Neither Satisfied Nor Dissatisfied
4 = Fairly Satisfied
5 = Very Satisfied
6 = Have not Contacted / Not Applicable (DO NOT READ OUT)
7 = Don't Know (DO NOT READ OUT)

QOP1a. Thinking generally about the service you receive as a whole as a sender and recipient of post, on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how would you rate the quality of the services you receive from..
1 = 1 - Very dissatisfied
2 = 2 - Fairly dissatisfied
3 = 3 - Neither satisfied nor dissatisfied
4 = 4 - Fairly satisfied
5 = 5 - Very satisfied
6 = Don't Know

QOP3. As a sender and recipient of mail, have you experienced any problems with your service from [QV5c provider] in the last 6 months?: Delivery time (when you receive your mail delivery)
0 = Not
1 = Delivery time (when you receive your mail delivery)

QOP3. As a sender and recipient of mail, have you experienced any problems with your service from [QV5c provider] in the last 6 months?: Damaged mail / goods
0 = Not
1 = Damaged mail / goods

QAP1. On a scale of 1 to 5 where 5 is agree very strongly and 1 is disagree very strongly, please tell me how strongly you agree or disagree that postal services in the UK provide good value for money
1 = Disagree very strongly
2 = Disagree
3 = Neither Agree nor disagree
4 = Agree
5 = Agree very strongly
6 = Don't Know (DO NOT READ OUT)

QS1. Letters - Thinking about different types of post, in the past 12 months, has your organisation increased or reduced the volume it sends relating to ….?
1 = Increased
2 = Neither, stayed about the same
3 = Decreased
4 = Don't Know

QS1. In the past 12 months, has the volume of post your organisation has sent increased, decreased or stayed about the same?
1 = Increased
2 = Stayed about the same
3 = Decreased
4 = Don't Know (DO NOT READ OUT)

QS1a. Are there any types of post that you send in particular that have experienced an increase in volumes?: Transactional mail including - Bulk customer mailings, such as bills, statements, customer packs etc
0 = Not
1 = Transactional mail including - Bulk customer mailings, such as bills, statements, customer packs etc

QF5. Why have you not moved any post to other communication methods in the last 12 months?: We have already moved everything that is possible to move
0 = Not
1 = We have already moved everything that is possible to move

QF5. Why have you not moved any post to other communication methods in the last 12 months?: There is no pressure from customers for us to move
0 = Not
1 = There is no pressure from customers for us to move

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Cost
0 = Not
1 = Cost

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Reliability / trust
0 = Not
1 = Reliability / trust

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Time or extra admin required
0 = Not
1 = Time or extra admin required

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Other media ineffective
0 = Not
1 = Other media ineffective

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Hassle of moving
0 = Not
1 = Hassle of moving

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Contracted with postal provider / franking machine
0 = Not
1 = Contracted with postal provider / franking machine

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Lack of information about products and costs by other providers
0 = Not
1 = Lack of information about products and costs by other providers

QF5. Why have you not moved any post to other communication methods in the last 12 months?: No alternative media that would meet my needs
0 = Not
1 = No alternative media that would meet my needs

QF5. Why have you not moved any post to other communication methods in the last 12 months?: The unreliability of email address lists
0 = Not
1 = The unreliability of email address lists

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Customers are unwilling to give email addresses
0 = Not
1 = Customers are unwilling to give email addresses

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Not considered this
0 = Not
1 = Not considered this

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Happy with sending things by post
0 = Not
1 = Happy with sending things by post

QF5. Why have you not moved any post to other communication methods in the last 12 months?: We prefer to send things to customers by post
0 = Not
1 = We prefer to send things to customers by post

QF5. Why have you not moved any post to other communication methods in the last 12 months?: No reason
0 = Not
1 = No reason

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Planning to do so in the future
0 = Not
1 = Planning to do so in the future

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Need to send hard copies / keep hard copies of everything we send
0 = Not
1 = Need to send hard copies / keep hard copies of everything we send

QF5. Why have you not moved any post to other communication methods in the last 12 months?: No need - do not have a large volume of mail
0 = Not
1 = No need - do not have a large volume of mail

QF5. Why have you not moved any post to other communication methods in the last 12 months?: Do not use computers / only one that uses a computer
0 = Not
1 = Do not use computers / only one that uses a computer

QF5. Why have you not moved any post to other communication methods in the last 12 months?: No particular reason
0 = Not
1 = No particular reason

QF6. Why have you moved post to other communication methods in the last 12 months?: Cost saving
0 = Not
1 = Cost saving

QF6. Why have you moved post to other communication methods in the last 12 months?: Increase in postal prices
0 = Not
1 = Increase in postal prices

QF6. Why have you moved post to other communication methods in the last 12 months?: Customer preferences
0 = Not
1 = Customer preferences

QF6. Why have you moved post to other communication methods in the last 12 months?: Unreliable postal service
0 = Not
1 = Unreliable postal service

QF6. Why have you moved post to other communication methods in the last 12 months?: Royal Mail strike action
0 = Not
1 = Royal Mail strike action

QF6. Why have you moved post to other communication methods in the last 12 months?: Environmental reasons
0 = Not
1 = Environmental reasons

QF6. Why have you moved post to other communication methods in the last 12 months?: Offers more creative choices
0 = Not
1 = Offers more creative choices

QF6. Why have you moved post to other communication methods in the last 12 months?: Reduce admin time spent on alternative media
0 = Not
1 = Reduce admin time spent on alternative media

QF6. Why have you moved post to other communication methods in the last 12 months?: Company budget has been diverted to other media
0 = Not
1 = Company budget has been diverted to other media

QF6. Why have you moved post to other communication methods in the last 12 months?: Quicker
0 = Not
1 = Quicker

QF6. Why have you moved post to other communication methods in the last 12 months?: Convenience / ease of use
0 = Not
1 = Convenience / ease of use

QF6. Why have you moved post to other communication methods in the last 12 months?: Everyone else is doing it / client's like this method
0 = Not
1 = Everyone else is doing it / client's like this method

QF6. Why have you moved post to other communication methods in the last 12 months?: Speed - instantaneous / fast response
0 = Not
1 = Speed - instantaneous / fast response

QF6. Why have you moved post to other communication methods in the last 12 months?: Good for sending invoices /attachments
0 = Not
1 = Good for sending invoices /attachments

QF6. Why have you moved post to other communication methods in the last 12 months?: Proof of delivery / know it has got there / reliable
0 = Not
1 = Proof of delivery / know it has got there / reliable

QF6. Why have you moved post to other communication methods in the last 12 months?: For BACS transfers
0 = Not
1 = For BACS transfers

QF6. Why have you moved post to other communication methods in the last 12 months?: More efficient
0 = Not
1 = More efficient

QF6. Why have you moved post to other communication methods in the last 12 months?: Forced to by colleagues / system changes in the company
0 = Not
1 = Forced to by colleagues / system changes in the company

QF6. Why have you moved post to other communication methods in the last 12 months?: Security / data protection
0 = Not
1 = Security / data protection

QF6. Why have you moved post to other communication methods in the last 12 months?: The pandemic/lockdowns
0 = Not
1 = The pandemic/lockdowns

QF6. Why have you moved post to other communication methods in the last 12 months?: Changes in working patterns – e.g. more working from home
0 = Not
1 = Changes in working patterns – e.g. more working from home

QN13. I will be willing to pay more for a parcel provider that operates in an environmentally friendly way (How much do you agree or disagree with the following statements:)
1 = Disagree strongly
2 = Disagree
3 = Neither Agree nor disagree
4 = Agree
5 = Agree strongly
6 = Don't Know

QWFH. At the moment do employees in your organisation mainly work from home or another location?
1 = Mainly from home
2 = Office / Mainly from another location
3 = Both equally
4 = Don't know

QV2B.1 Letters - On average, how often does your organisation send...
1 = Less than once a week
2 = Once a week
3 = More than once a week but not every day
4 = Once a day
5 = Twice a day
6 = More than twice a day
7 = Don't know

QV2B.1 Letters/ Large letters/ Packets and parcels/ Other postal items - On average, how often does your organisation send...
1 = Less than once a week
2 = Once a week
3 = More than once a week but not every day
4 = Once a day
5 = Twice a day
6 = More than twice a day
7 = Don't know
8 = Don't regularly send any Letters / Large letters / Packets and parcels / Other postal item

QV2d.1. Large letters - Approximately what percentage of the Large letters you send are to fulfil customer orders?
1 = 0-24%
2 = 25-49%
3 = 50-74%
4 = 75-100%
5 = Don't know/can't remember

QV5A.1_A. Letters (Which would you say is your organisation's main postal service for Letters in terms of the number of items you send?)
1 = Royal Mail
2 = DHL
3 = TNT (use only if no distinction made between 'TNT Express' & 'TNT Post UK')
4 = UK Mail
5 = UPS
6 = Yodel
7 = Parcelforce
8 = Evri
9 = FedEx
10 = Secured Mail
11 = DX
12 = MHI (Mail Handling International)
13 = Pitney Bowes
14 = TNT Express
15 = Whistl/ TNT Post UK
16 = Citipost
17 = Amazon logistics
18 = DPD/DPD Local
95 = Other
97 = Do not send this type of post

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: Royal Mail signed for 1st Class
0 = Not
1 = Royal Mail signed for 1st Class

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: Royal Mail signed for 2nd Class
0 = Not
1 = Royal Mail signed for 2nd Class

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: Special delivery - Next Day (by 9am)
0 = Not
1 = Special delivery - Next Day (by 9am)

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: Special delivery - Next Day (by 1pm)
0 = Not
1 = Special delivery - Next Day (by 1pm)

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: Recorded delivery - Signed for
0 = Not
1 = Recorded delivery - Signed for

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: Royal Mail Tracked
0 = Not
1 = Royal Mail Tracked

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by City Link
0 = Not
1 = I send urgent or tracked mail by City Link

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by Interlink
0 = Not
1 = I send urgent or tracked mail by Interlink

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by UPS
0 = Not
1 = I send urgent or tracked mail by UPS

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by TNT
0 = Not
1 = I send urgent or tracked mail by TNT

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by DHL
0 = Not
1 = I send urgent or tracked mail by DHL

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by Parcel Force
0 = Not
1 = I send urgent or tracked mail by Parcel Force

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by Fedex
0 = Not
1 = I send urgent or tracked mail by Fedex

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by UK Mail
0 = Not
1 = I send urgent or tracked mail by UK Mail

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by DPD
0 = Not
1 = I send urgent or tracked mail by DPD

QV6c. Which, if any, of the following Royal Mail services does your organisation use to send your urgent mail or tracked mail that requires proof of delivery?: I send urgent or tracked mail by a carrier other than Royal Mail (PLEASE SPECIFY)
0 = Not
1 = I send urgent or tracked mail by a carrier other than Royal Mail (PLEASE SPECIFY)

QV6D1. Standard Stamped Mail 1st Class - Approximately what percentage of your monthly postal spend is allocated to each of the following types for letters and large letters: Band
1 = 0-24%
2 = 25-49%
3 = 50-74%
4 = 75-100%
5 = Don't know

QV7b. And why is this?: Cost implications
0 = Not
1 = Cost implications

QV7b. And why is this?: First class is not much quicker than second
0 = Not
1 = First class is not much quicker than second

QV7b. And why is this?: Depends on what stamp is available / available in shop
0 = Not
1 = Depends on what stamp is available / available in shop

QV9b1. Letters: Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal system) - Which of the following types of services does each of the types of mail you receive fall into?
0 = Not
1 = Tracked service (send / receive mail for which you need to be able to monitor its progress through the postal system)

QRM6. On a scale of 1 to 5 where 1 is very low and 5 is very high how would you rate Royal Mail on the quality of the services provided in the last 12 months.
1 = 1 - Very low
2 = 2 - Quite low
3 = 3 - Neither high nor low
4 = 4 - Quite high
5 = 5 - Very high
6 = Don't Know

QOP3A3. Professionalism and handling of any query / complaint - TNT - Thinking about contacting ... with a service query, request or complaint, and your experiences in the last six months, please rate on the following aspects:
1 = Very Dissatisfied
2 = Fairly Dissatisfied
3 = Neither Satisfied Nor Dissatisfied
4 = Fairly Satisfied
5 = Very Satisfied
6 = Have not Contacted / Not Applicable(DO NOT READ OUT)
7 = Don't Know (DO NOT READ OUT)

QOP3a.1. Professionalism and handling of any query / complaint - Amazon Logistics - Thinking about contacting ... with a service query, request or complaint, and your experiences in the last six months, please rate on the following aspects:
1 = 1 - Very dissatisfied
2 = 2 - Fairly dissatisfied
3 = 3 - Neither satisfied nor dissatisfied
4 = 4 - Fairly satisfied
5 = 5 - Very satisfied
6 = Have not contacted / Not applicable
7 = Don't Know

QOP4.DHL - On a scale of 1 to 5 where 5 is very high and 1 is very low how would you rate ..on each of the following aspects:
1 = Very low
2 = Quite low
3 = Neither low nor high
4 = Quite high
5 = Very high
6 = Don't Know (DO NOT READ OUT)

QOP5b. DHL - And on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, how satisfied or dissatisfied are you with the overall service you receive from ...?:
1 = Very dissatisfied
2 = Fairly dissatisfied
3 = Neither satisfied nor dissatisfied
4 = Fairly satisfied
5 = Very satisfied
6 = Don't Know (DO NOT READ OUT)

QS4. Have you or your organisation ever considered trying a postal provider other than Royal Mail or [QV5c provider]?
1 = Yes, and we have tried another provider
2 = Yes, but we have not tried another provider
3 = No
4 = Don't Know

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Unaware of other providers
0 = Not
1 = Unaware of other providers

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Don't know enough about what other providers offer
0 = Not
1 = Don't know enough about what other providers offer

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Others more expensive than our current providers
0 = Not
1 = Others more expensive than our current providers

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: We are near a Post Office
0 = Not
1 = We are near a Post Office

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: We don't mail large enough volumes
0 = Not
1 = We don't mail large enough volumes

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Our customers prefer our chosen provider
0 = Not
1 = Our customers prefer our chosen provider

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Our chosen provider is reliable enough for our needs
0 = Not
1 = Our chosen provider is reliable enough for our needs

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Our chosen provider is fast enough for our needs
0 = Not
1 = Our chosen provider is fast enough for our needs

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Our chosen provider is safe enough for our needs
0 = Not
1 = Our chosen provider is safe enough for our needs

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Other providers don't pick up mail in this area
0 = Not
1 = Other providers don't pick up mail in this area

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Other providers could not deliver to all the areas we need
0 = Not
1 = Other providers could not deliver to all the areas we need

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Other operators do not provide the service I need
0 = Not
1 = Other operators do not provide the service I need

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Don't know enough about other providers and their services
0 = Not
1 = Don't know enough about other providers and their services

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Happy / satisfied with the service from current provider
0 = Not
1 = Happy / satisfied with the service from current provider

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Always been with them / always use them
0 = Not
1 = Always been with them / always use them

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: No need to change - no demand / requirement to change
0 = Not
1 = No need to change - no demand / requirement to change

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Not considered / haven't thought about it / no time / it's not my decision
0 = Not
1 = Not considered / haven't thought about it / no time / it's not my decision

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Support Royal Mail / local Post Office / I'm against privatisation
0 = Not
1 = Support Royal Mail / local Post Office / I'm against privatisation

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Convenience / easier / suits our needs
0 = Not
1 = Convenience / easier / suits our needs

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Close to a post box
0 = Not
1 = Close to a post box

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Loyalty
0 = Not
1 = Loyalty

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Mainly doing it electronically / on the internet
0 = Not
1 = Mainly doing it electronically / on the internet

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: There isn't any others in this area / no competition - they have the monopoly
0 = Not
1 = There isn't any others in this area / no competition - they have the monopoly

QS5. What are the main reasons for not considering using a postal service provider other than Royal Mail or [QV5c provider] at least for some items?: Effort involved in switching outweighs the benefit
0 = Not
1 = Effort involved in switching outweighs the benefit

QN3B. In the last month which of the following companies have you sent a small parcel with?: Someone else
0 = Not
1 = Someone else

0 = Not
1 = Have not sent a parcel in the last month