84% of Jersey islanders rated their local postal service as good or very good, according to the 2025 Customer Survey, conducted by Jersey Post.
Islanders also saw improvements in sending off-island, to and from the UK, with 55% rating this service as good or very good (compared with 34% last year). Having a reliable postal service was considered the most important thing for customers.
Jersey Post placed GPS trackers in mail, which provided real-time insights into where the delays were. Jersey Post worked closely with Royal Mail to make targeted improvements, like switching mail centres where post was sorted, resulting in quicker delivery times to and from the UK.
The GPS trackers also found that post with pre-declared VAT reached its destination quicker at 2.4 days. Jersey Post advises customers to pre-pay VAT on items worth over £39 to speed up delivery when sending at our Post Offices. Those items where VAT needed to be declared took 1.5 days longer at 3.9 days.
Julie Thomas, Group Operations Director, said that Jersey Post has seen a noticeable improvement in the quality of service to and from the UK. She said: “We’re pleased with these results. The hard work we put in last year to improve service to and from the UK has reduced delivery times, and has been noticed by our customers. We continue to collaborate closely with Royal Mail to improve services to the UK.”
Over 120 posties and routes were namechecked by customers for going above and beyond, with all 13 Post Offices also celebrated. Customers called posties “kind and polite”, “helpful and happy” and said they were “always smiling, no matter the weather”.
Julie continued: “Our posties are much loved by our community, and are at the heart of island life. It’s wonderful to read individual stories of how our team has helped islanders. We’ll be thanking each and everyone named for their hard work and dedication to Jersey Post. They make us very proud.”
Stamp prices were a concern for islanders, whilst the new, reduced parcel prices have been well received. Julie says: “The way our customers use our service has changed – we’re sending less mail and receiving more parcels, so we’ve had to adapt our operation and our pricing. We held stamp prices for two years, but still saw letter volumes decline, whilst our costs continued to increase. Our prices ensure that letters now cover their costs.”
Customers also asked about:
Mis-deliveries:
This can happen in areas with similar names or when a postie covers a route. Jersey Post delivers 46,000 items daily, and mistakes can happen occasionally. If it’s a regular occurrence, customers should get in touch with Customer Care, who will feedback to the Operations team.
Consistent, earlier delivery times:
Shifts and routes are adjusted in line with boat arrival times to ensure post is delivered as quickly as possible. As such Jersey Post is not able to commit to consistent or earlier times.
Local delivery times
Jersey Post’s target, set by its regulator the JCRA, is that 95% of local mail is sorted and delivered within 24 hours of it arriving at the sorting office. Last year, Jersey Post exceeded this target.
SecureDrop
Customers have different expectations and experiences with the SecureDrop service. With over 50% of households signed-up, it’s a popular service. This year Jersey Post is continuing to move more customers over to the new eTag service, which will make SecureDrop even more secure and reliable. The policy is to not ring the doorbell, but to leave a card or email to let customers know there is an item in their SecureDrop.
Post Offices
Customers asked about longer opening hours and availability of Post Offices. Jersey Post recognises that Post Offices are important, and has worked closely with retail partners to determine opening hours based on footfall and commercial viability.
Broad Street and Rue des Pres offices are open six days a week.
Almost 300 people also signed up to take part in Jersey Post’s new Customer Council. The first session was held in March and was attended by a mix of customers, businesses and a member of the Jersey Consumer Council.
Julie added: “We’d also like thank islanders who took the time to respond to the survey, and all those who volunteered their time with our Council. We really value your feedback, and we’re committed to providing islanders with the very best service.”
