Ofcom Quality of Postal Delivery Services Tracker 2025

This technical report outlines the methodology and processes for Ofcom’s Quality of Postal Delivery Services Tracker. It aims to support Ofcom in understanding the experiences of UK residents regarding parcel deliveries from various operators within the six months preceding the survey. The report details the objectives, which include measuring the quality of service received, the incidence of delivery issues, and user satisfaction when contacting delivery operators. The research is conducted bi-yearly among UK adults aged 16 and older through an online survey. The report describes the sample design, fieldwork methodology, and the weighting applied to ensure demographic representation. It also explains how survey results are analyzed, including comparisons to previous years and the categorization of delivery issues into specific themes for clarity. The report further discusses the analysis of experiences among users with disabilities and the geographic considerations of urban versus rural delivery experiences.