Case Study: Post Office achieves better customer experience with Qualtrics

How the Post Office became the #1 public services brand in the UK

Post Office worked with Qualtrics to improve customer experience across its 11,500 branches, tackling the challenge of delivering consistent service at scale and identifying where soft skills were affecting satisfaction. Using Qualtrics, Post Office needed a way to turn large volumes of customer feedback into practical branch-level actions.

Qualtrics provided personalized dashboards, action planning tools, and Text iQ for AI-powered analysis of open-text feedback. This helped Post Office organize comments by topic, track sentiment, spot trends, and share best practices across branches. In the last 9 months, Post Office became 4% easier to do business with, a measurable improvement tied to the bottom line.

Post Office

James Scutt

Head of CX