Jersey Post publish the results of their 2025 Customer Survey

Wednesday, 9 April 2025 11:00

Jersey Post have announced the results of their 2025 Customer Survey.

Of the 3,506 responses received, 84% said that they rated their local postal service as ‘good’ or ‘very good’, while having ‘a reliable postal service’ scored as the ‘most important thing’ for customers.

The survey found that stamp prices were a concern for Islanders, after the cost of posting a letter rose by a third earlier this year.

However, the reduction in parcel prices was received well by customers, and survey responses also included lots of positive comments about the people who deliver our mail.

Over 120 posties and routes were namechecked by customers for going ‘above and beyond’, while all 13 Post Offices were also celebrated by customers. Jersey Post will be individually thanking everyone who was personally named by customers.

Survey respondents called posties ‘kind and polite’, ‘helpful and happy’ and said they were ‘always smiling, no matter the weather’.

The Customer Survey, which ran from 20 January until 7 February and was open to all households in the Island, also found that one area of significant improvement was in sending mail off-Island. Of those who responded to the survey, 55% rated this service as ‘good’ or ‘very good’, compared with 34% last year. Jersey Post said that this followed significant work to achieve quicker delivery times to and from the UK.

 

 

Jersey Post, who deliver 46,000 items daily, said that other topics survey respondents asked about included mis-deliveries; consistent, earlier, delivery times; longer opening hours of Post Offices; local delivery times; and SecureDrop – something which 50% of households have now signed-up to.

Julie Thomas, Group Operations Director, said: “Our posties are much loved by our community, and are at the heart of Island life. It’s wonderful to read individual stories of how our team has helped Islanders. We’ll be thanking each and everyone named for their hard work and dedication to Jersey Post. They make us very proud.”

On the increase in stamp prices, she added: “The way our customers use our service has changed – we’re sending less mail and receiving more parcels, so we’ve had to adapt our operation and our pricing. We held stamp prices for two years, but still saw letter volumes decline, whilst our costs continued to increase. Our prices ensure that letters now cover their costs.”

 

The responses to the question ‘What is the most important thing about the Island’s postal service?’ (some customers ticked more than one option) were as follows:

  • Reliable service – 49%
  • Customer service – 29%
  • Value for money – 21%
  • Access to customer services – 13%

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