2. Introduction

The objective of this study is to measure consumer satisfaction concerning postal services in 2001, as part of a series of similar studies that have been carried out by the Instituto das Comunicações de Portugal since 1992.

The main aspects considered in the opinion poll were the following:

• Level of use of postal services and post offices;
• Perception of quality of post offices, specifically in terms of their location, opening hours, state of conservation and public attendance;
• Perception of quality of postal services, in particular in terms of collection of postal correspondence, quality of delivery services and prices of services.
• New postcodes.