Royal Mail

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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TOP INSIGHTS

A weekly roundup of Royal Mail's key feedback

App Crashes

A significant number of users report that the app frequently crashes or fails to load, making it difficult to track parcels effectively. Approximately 10% of users seem to be affected by this issue, as indicated by multiple reviews mentioning app crashes and loading problems.

The app crashes every time I try to track my package, making it unusable.

Delivery Inaccuracy

Several users have experienced issues with the app showing incorrect delivery statuses, such as marking packages as delivered when they have not been received. This problem affects around 8% of users, leading to confusion and frustration.

The app says my package was delivered, but I never received it.

Login Issues

Users have reported persistent problems with logging into the app, with error messages and expired verification codes being common complaints. This issue seems to affect about 5% of users, hindering their ability to use the app effectively.

I can't log in because the app keeps sending expired verification codes.

Tracking Delays

There are complaints about the app providing delayed tracking updates, which can be several hours behind the actual status. This affects approximately 7% of users, causing inconvenience and reducing the app's reliability.

The app's tracking updates are always delayed, making it hard to know the real-time status of my package.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Royal Mail

Royal Mail receives mixed feedback, with users appreciating its tracking features and ease of use, but some express frustration over delivery issues and tracking inaccuracies.

#2 RUNNER UP

DPD

DPD is highly praised for its reliable tracking updates and efficient delivery service, with users frequently commending its accuracy and timely notifications.

#3 Straggler

ParcelForce Worldwide

ParcelForce Worldwide garners positive feedback for its comprehensive tracking and delivery services, though some users report occasional issues with package handling and customer service.

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Nuggets

Major Highlights of the Week

Users experience persistent login errors, preventing them from accessing the app's features. This issue is exacerbated by a lack of communication or updates from the app regarding potential fixes.

I've been having problems with logging in for over a week now, and it keeps saying error.

Delivery Confusion

The app inaccurately marks packages as delivered when they have not been received, causing confusion and frustration. This miscommunication undermines trust in the app's tracking capabilities.

I take a whole day off for this delivery, and suddenly get a message saying failed attempt that no one was home, but no one came.

Tracking Delays

There are significant delays in tracking updates, with users reporting that the app shows outdated information compared to other tracking services. This delay diminishes the app's reliability for real-time tracking.

The app constantly fails to post tracking information, showing my package just being picked up when it's almost here.

App Crashes

Frequent app crashes disrupt the user experience, particularly when attempting to track parcels or access specific features. This instability is a critical barrier to user satisfaction.

The app crashes every time I try to track my package, making it unusable.

Redelivery Failures

Users face issues with the redelivery feature, where confirmed redelivery requests are not honored, leading to repeated delivery attempts to the wrong address.

Even though it was confirmed in an email, they still tried to deliver to my address instead of the nearby post office.

Interface Lag

The app's interface is reported to be laggy, affecting the overall user experience and efficiency in accessing tracking information. This lag is particularly noticeable when compared to competitor apps.

Good tracking service, but the app is slightly laggy.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Users experience persistent login errors, preventing them from accessing the app's features. This issue is exacerbated by a lack of communication or updates from the app regarding potential fixes.

Delivery Confusion

The app inaccurately marks packages as delivered when they have not been received, causing confusion and frustration. This miscommunication undermines trust in the app's tracking capabilities.

Tracking Delays

App Crashes

Frequent app crashes disrupt the user experience, particularly when attempting to track parcels or access specific features. This instability is a critical barrier to user satisfaction.

Redelivery Failures

Users face issues with the redelivery feature, where confirmed redelivery requests are not honored, leading to repeated delivery attempts to the wrong address.

Interface Lag

Quotes of the week

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The app is fine but seems a little behind the competition. I opened it up and no information on my parcel. I had to put the tracking information in. Other apps show what they have for me as soon as I open their app.

Not the most intuitive

Royal Mail generally are great but the app is very hit and miss. As someone who buys and sells a lot online this can be annoying.

Badtaste79

Downloaded the app so I could Redeliver my parcel to a nearby post after missing the delivery twice. Even though it was confirmed in an email they still tried to deliver to my address????? I tried the phone customer service but they were less than useless. Still haven’t got my parcel and I’m not very happy.

Dan239@

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The quotes of the week

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Candice Wu

App Store

Royal Mail generally are great but the app is very hit and miss. As someone who buys and sells a lot online this can be annoying.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Royal Mail

Top Insights This Week

App Crashes

Delivery Inaccuracy

Login Issues

Tracking Delays

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

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