The third European Postal Directive (Directive 2008/6/EC) lays down the rules that EU countries have to implement in order to achieve the internal market for postal services in the EU.
Article 5 of this Postal Directive stipulates that the universal service evolves ‘[…] in response to the technical, economic and social environment and to the needs of users’.
The BIPT regularly evaluates these user needs via consumer studies.
In its latest study, the BIPT envisaged an integrated mixed-method approach to the qualitative and quantitative parts of the study in order to achieve an optimal overall picture on consumer perspectives.
This overall picture aimed to allow the BIPT to map out consumer needs that might have changed, as well as certain trends from a consumer’s point of view.