Languages
Royal Mail recognised that as customer expectations shifted increasingly toward digital-first experiences, it needed to measure, monitor, and enhance the quality of its online services. This included its flagship website, a range of specialist microsites, and — in time — emerging mobile platforms. Ensuring that these channels were not only functional but also easy to use, engaging, and aligned with customer needs was critical. With multiple audience segments (personal users, SMEs, and corporate clients) relying on these services daily, Royal Mail required a structured approach to understand satisfaction levels and identify areas for improvement.
Skopos designed and delivered Project Helix, a multi-strand insight programme built around both continuous and ad-hoc research:
This combination gave Royal Mail a rolling pulse-check on its digital performance alongside the flexibility to explore emerging issues in depth.
The outputs of Project Helix were embedded directly into decision-making through:
By coupling continuous monitoring with targeted strategic advice, Skopos London enabled Royal Mail to maximise ROI on its digital platforms, strengthen customer satisfaction and advocacy, and build a roadmap for future online innovation.
Drop us a message and one of our team will get back to you as soon as possible. No bots, just real people ready to help.
