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Blog posts of '2016' 'November'

Improving E-Commerce customer satisfaction

Ecommerce customer satisfaction

No matter how technologically reliant the world becomes, Britain will always need post.

According to figures from the Office for National Statistic, online stores now account for 13.2% of all retail sales. With more and more shoppers choosing to buy online, E-Commerce sites have to rely on postal services to ship their goods, meaning that your customer satisfaction is in the hands of the postman.


Unfortunately, as the Royal Mail say on their own website, “sometimes things go wrong”.

Royal Mail doesn’t guarantee delivery of items; they lose thousands of letters and parcels every week. The organization claimed 2012 that they receive one complaint per 13,000 items of mail on average. With 15.9 BILLION pieces of mail delivered each year in Britain, we are left with over a million dissatisfied British customers annually.

In Royal Mail’s defense, they perform a thankless task. There is a myriad of things that may go wrong, chief among them being incorrect addresses. Addresses can be complicated things to jot down at times, and the likelihood of a mistake either in writing or reading complicated addresses is high.


For E-Commerce businesses in particular, this can be a problem. Businesses are often required to pay for lost items, as well as the embarrassment that this causes. All it takes is one item to be labelled incorrectly for customers to be lost.


One way to minimize this is by using an address lookup service such as Postcodes4U.  Postcodes4U uses Postcode Address File (PAF®) from the Royal Mail, meaning they use the most up-to-date and complete address database in the UK containing over 28 million addresses.

For respectable e-commerce sites, a postcode address lookup is a handy customer service tool. Not only does it minimize time spent filling out address forms, it also assures the customer that their address will be recorded and sent out in a trusted, official format.

Postcodes - How do they work?

Postcodes have existed in the UK for over 50 years now. It’s hard to imagine how our mail operated before they came to exist. And yet how many of us truly understand what our postcode represents or why it’s there?

When sending mail to a UK address you need to provide a full and accurate address, complete with postcode. The purpose of the postcode is to enable the Royal Mail to sort your post quickly and accurately.


Below is a breakdown of each part of your address:

3X Software Ltd (Addressee Name)
23 Princes Drive (Building number/name and street name)
Colwyn Bay (Postal Town)
Conwy (County)
LL29 8HT (Postcode)


If your property has a name, it is most commonly entered as a standalone line before the street name. For example:

3X Software Ltd Headquarters,

Princes Drive,


Common mistakes include putting your postcode before your county, or melding two separate address categories into one like, like so:

3X Software Ltd,

23 Princes Drive,

Colwyn Bay, Conwy,

LL29 8HT         


The numbers and letters which make up a postcode may seem random at first, but each is significantly vital to tell your street apart from any other. Each section represents your area, district and street in order to make your location easily identifiable via postcode lookup.

Below is a breakdown of each section of a postcode:

LL29 8HT The first 1 or 2 letters represent the postcode area that you live in
LL29 8HT The second part indicates the postcode district that you live in
LL29 8HT The final part of the postcode identifies the unit/Street that you live in


The Royal Mail keeps all its addresses in their Postcode Address File database. 3500 records are updated each day, making it by far the most reliable UK address database system. It holds over 1.8 MILLION postcodes and 29 MILLION residential addresses. For something as complicated as addresses and postcodes (see above), perhaps Postcodes4U could be of help....

If you ever need any further information about postcodes, or want to check addresses against the most reliable address database in the UK, visit We utilize the Royal Mail's Postcode Address File in order to provide the most up-to-date and accurate address information available in the UK. We might also be able to significantly improve your e-commerce business by minimizing lost parcels and improving your customer satisfaction. Visit us and give it a try.