The customer journey: disabled people’s access to postal services

13 million people in the UK have a disability and they all have their own unique experiences and needs. Postal services are highly valued and frequently used by disabled people.

This report looks at each stage of a customer’s journey, from ordering online and home delivery to collecting, posting or returning parcels at an access point. We consider what’s important to disabled people at each stage and outline our findings on how well postal services are meeting their needs.

We find that there are clear areas that retailers, parcel operators and postal access points must focus on to improve the experience of disabled consumers.