The research project will develop an end-to-end understanding of customers' service experience by measuring satisfaction of its key products at various lifecycle stages.
The overall objective of the programme, involving a combination of qualitative, quantitative and statistical analyses, is for the continuous study is to evaluate the most appropriate communication and delivery channel to engage customers and drive revenues in conjunction with the launch of a series of new products.
Crispin Beale, head of research planning and development at the Post Office, said: "As the Post Office brand and its product and service offering evolves, the research will provide seamless insight, ensuring areas of positive experiences and perceptions are enhanced and translated across all our products and services."
Nunwood will undertake four core strands of activity including: branch interviews focusing on some of the lower penetration products; telephone interviews focusing on the call centre-led products and services, such as car insurance and personal loans; online interviews to feedback on the web; and mystery shoppers, who will evaluate the call-centre experience.
Clare Bruce, Nunwood managing director, said: "The Post Office has very ambitious targets for 2005 and the pace of its business will change dramatically over the next 12 months. For this reason, the structure of our research programme has been developed to work flexibly in line with the increase in business that such changes are likely to effect."
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