Mailagents.uk is a product of Spectos (www.spectos.com). The Mailagents app and the website www.mailagents.uk were developed by Spectos to assist in the Royal Mail Quality of Service survey. They are the interfaces through which you can participate in our surveys as a panellist, and where you will record the details of posting and receiving test items such as date and time of posting/receiving, location of posting, etc. You can also check your rewards balance, receive important messages about the survey, and more. For this, we rely on people like you to support our Royal Mail Quality of Service survey.

Spectos is an independent, ISO-certified institute for field trials designed to improve the quality of customer-contact processes for their clients. Spectos Service Quality Solutions support customers worldwide in developing, managing, and optimising their service quality with customized solutions for Customer Services, Human Resources, Operations, and Quality Management. Spectos have more than 20 years of experience in measuring Service Quality for postal operators across Europe.

For more information, please visit our website https://www.spectos.com. We look forward to your visit.

YouGov is an international research data and analytics group. It is the most quoted market research source in the UK and its data is regularly referenced by the press worldwide. With a proprietary panel of over 11 million registered members globally and operations in the UK, Americas, Mainland Europe, Middle East, India, and Asia Pacific, YouGov has one of the world’s largest research networks.

For more information click here: https://yougov.co.uk/

You can become a Mailagents panellist by registering on the Mailagents app via the Google Play Store (Android) or the App Store (iOS) or on the Mailagents.uk website www.mailagents.uk.

Once you have registered, you will receive a Hello Letter confirming your registration and information on how to activate your Mailagents account.

Once you receive your Hello Letter and if you have not already downloaded the Mailagents app, scan QR Code 1 to go to the Google Play Store (Android) or the App Store (iOS) and download the Mailagents app.

After downloading, open the app and scan QR Code 2 from the Hello Letter. Alternatively, you can activate your Mailagents account manually by simply entering the i.code into the app.

You will find both of the QR codes needed to activate your Mailagents account on the second page of your Hello letter.

Confirm your registraton details and your Mailagents account is activated. Please do the sender and receiver quiz and the first measurement can start.

Measurement of service quality is the means by which Royal Mail assesses how well it is delivering its services to its valued customers like you and provides Royal Mail with visibility of where delays are occurring in the postal system. By taking part in the Royal Mail service quality measurement, you can help Royal Mail to target actions to resolve the delays and enhance the level of service it provides to you and to people and businesses across the country.

Royal Mail places a high value on maintaining trust with its customers, independently measuring its quality of service. Transparently reporting the results in the public domain, even when performance is below the high standards Royal Mail strives to achieve, is a key part of maintaining trust amongst its customers.

It is also a regulatory requirement for Royal Mail to measure service quality from handover to Royal Mail through to the final delivery address (handover to delivery) and report the results to Ofcom and in the public domain each quarter.

Service Quality is measured by an independent research company, using a combination of posting and receiving panellists and test items created specifically for the measurement. Spectos has been appointed as the new supplier for this independent measurement.

Being a panellist helps Royal Mail to identify areas of its network where mail is being delayed and thereby improve the service it provides to you and to people and businesses across the country.

You will receive a number of rewards as a thank you for your participation.

The test items are designed to accurately reflect the various kinds of mails that are posted through the Royal Mail network, and include different sizes of envelopes, letters, large letters, and parcels.

Spectos has a highly skilled team ready to provide the needed support to answer your questions.

Spectos has a team to train panellists ensuring that you have all the information you need to perform your tasks, including step-by-step videos, instructional literature, and current FAQs.

It is important that the anonymity of panellists is maintained to ensure the integrity of the survey, so we ask that you never contact Royal Mail directly with queries you may have regarding the survey.

The test mail items are inserted into your normal mail for the day and receiving test mail items is part of your normal mail receipts for the day. The time required is for entering the posting/receiving information via the Mailagents website or smartphone app, which should not take more than 5-10 minutes.