Subpostmaster views on Post Office Outreach services

In 2019 Citizens Advice Scotland (CAS) commissioned Ipsos MORI to carry out qualitative research on subpostmasters’ experiences of delivering Post Office Outreach services. This research, undertaken with support from the National Federation of Subpostmasters, sought to establish subpostmasters’ levels of satisfaction, the challenges and opportunities of the job, and their plans for the future of their Outreach services. This research was prompted by previous research carried out by Ipsos MORI for CAS which explored consumers’ views on Outreach Services. This research found that consumers greatly valued Outreach services and felt they played a vital role in the community. Fieldwork was undertaken during May-July 2019 and comprised 27 semi-structured telephone interviews with subpostmasters delivering Outreach services in England, Scotland and Wales.