Citizens Advice – Postal Services

Select Gender
WomanManNon-binary/non-conformingIntersexPrefer another term – please specifyPrefer not to sayDon’t know

Do you identify as transgender?
YesNoPrefer not to say

Select Ethnic Origin
White BritishWhite EuropeanBlack CaribbeanBlack AfricanBlack OtherIndianPakistaniBangladeshiChineseOther

Have you taken part in any market research discussion before?

YesNo

How many market research discussions have you taken part in, in the past 6 months and the past 12 months?

What subjects were researched?

Have you ever been employed in any of the following occupations?

Market ResearchMarketing or advertisingJournalism/MediaInternational developmentGovernmentPoliticsPublic relationsImmigration servicesNone of these

Do you consent to the focus group being audio recorded (this will be used for internal analysis only and your responses will remain anonymous)?

YesNo

Which of the following best reflects your current employment status?

Working full-timeWorking part-timeStudentNot working, not studying, and not seeking workRetiredNot working, but seeking work or temporarily unemployed or sick

Where do you live?

Which of the following best describes your family status?

I have a child/ children aged under 16 living with me at homeI do not have any children aged under 16 living with me at home

Which of the following best describes your marital status?

SingleMarriedDivorcedOther

Do you have any physical or mental health conditions or illnesses lasting or expected to last 12 months or more? If so, please describe them?

Yes, physical health onlyYes, mental health onlyYes, both mental and physical healthNoPrefer not to say

Learning difficulty (e.g. dyslexia, dyspraxia, dyscalculia)Mental health condition (e.g. anxiety, depression, personality disorders)Physical impairment (e.g. difficulties moving about, climbing stairs or using special equipment such as a wheelchair to help you to be mobile)Sensory impairment, such as hearing or visual impairmentAutism spectrum conditionChronic condition (e.g. asthma, heart condition, cancer or diabetes)Behavioural impairment (e.g. attention deficit disorder (ADD))Memory impairment (e.g. dementia)Other – please specify

Do any of your condition(s) or illness(es) reduce your ability to carry out day-to-day activities?
Yes, a lotYes, a littleNoPrefer not to say

What type of home do you live in?
FlatHouseSheltered accommodationOther – please specify

Which of the following best describes how often you shop online/order items for delivery with online retailers?
Once a weekOnce or twice a monthEvery other month or soOnce or twice a yearI never shop online

In the last 6 months, has your disability or long-term health condition meant that you experienced an issue with a parcel delivery?
Some examples of this would be:
- Missing a parcel delivery after you didn’t hear the doorbell because you’re hard of hearing
- Missing a parcel delivery after you didn’t get enough time to get to the door because you have reduced mobility

YesNo

Could you describe the issue, please?

Did this issue/these issues occur with an order that you made with an online retailer? If so, please could you describe the type of retailer you ordered from?

Yes, and the retailer was _____Yes, it was Amazon/eBayNo – did not experience an issue with an order made with the online retailer

Name of Retailer - If choose yes

Please describe the type of item you ordered when this issue occurred?
Perishable goods (i.e. food)Very large goods (e.g. furniture)FlowersOther – please specify (e.g. books, clothing, shoes, smaller household items, cosmetics, small electrical goods)

Which of the following statements would you agree with, concerning the problem you experienced with delivery?
I had to travel a long way on public transport to get my parcel.I had to ask a friend/relative/neighbour to help me get my parcel.I had to take time off work to wait for/collect my parcelWhen I went to collect my parcel, I was unable to access the collection point.I was unable to get to the door in time because of my disability or health conditionI felt stressed or anxious because of this problem.I had to use carer hours to travel to pick up my parcelI had to use a taxi to get my parcel from a depot or collection point.

Do you know the name of the company that delivered your parcel?

Please indicate whether you agree or disagree with the following statement: ‘Being able to provide information about my delivery needs, such as needing longer to get to the door, ‘please knock loudly’, or another instruction, could have avoided the parcel delivery issue I experienced.’
Strongly agreeAgreeNeither agree nor disagreeDisagreeNot sure/don’t know

Citizens Advice may wish for you to take part in a follow-up interview or conversation on this topic in the future. Do you consent to your contact details being passed to Citizens Advice for them to re-contact you in the next 12 months? Your answer will not affect your ability to take part in this current research.
YesNo