Parcel Delivery Customer Experience Research

Ofcom is seeking a research organization to conduct qualitative research exploring how customers experience parcel delivery services. The research should focus on understanding real-world customer interactions with parcel operators, with particular emphasis on: (1) customers with additional or access needs, and (2) customers who have contacted or lodged complaints with operators. The successful supplier will gather insights through qualitative methods (such as interviews or focus groups) to help Ofcom better understand customer pain points, service quality issues, and the effectiveness of customer support processes. This research will inform Ofcom's understanding of the parcel delivery market and may support future regulatory or consumer protection initiatives.