Revamped customer website

We’ve launched a new, refreshed version of our customer-facing website to make it easier for customers to pay for postage online and track parcels.

A new homepage features a revamped header with improved navigation, to make the website simpler to use and more visually appealing. Key areas of the site have been highlighted to help consumers find what they are looking for more easily.

Research ahead of the revamp determined more than 80% of users said they wanted either to buy postage or track an item. As a result, the ‘Send’ and ‘Track’ sections are now featured most prominently on the homepage. 

The website – royalmail.com - has approximately 3.5 million visits a month. Around 50% of all Royal Mail non-account parcel sales now take place online.

Customers who purchase parcel postage online can either arrange to have their item collected via Parcel Collect or take it to one of thousands of drop off points including Post Office branches, parcel postboxes and, now, those in our new Out-of-home offering including parcel lockers and convenience stores offering Collect+.

Rachel Levy, Head of Digital Product, said: ‘With more and more customers using the Royal Mail website to pay for postage, we wanted to make sure the journey is as smooth as possible for them. This revamped version offers a sleek, user-friendly design that makes navigation a breeze. It provides an exceptional user experience across all devices and easy access to our most popular services.’