Royal Mail - The retro customer experience

Dealing with Royal Mail is an experience that seems stuck in time unprepared to step into the Digital age of the 21st century. The lack of a monopoly in mail and parcel delivery that Royal Mail used to enjoy seems to have had little impact on the customer experience that they deliver. Primary point of sale remains the shop front that has opening hours unchanged since the 70's with paper based forms to purchase most services. Even when on the receiving end of the service to accept delivery of a parcel you are left to guess at its arrival time and then in the event you miss it are welcomed by the mystery red and white paper slip which you need to take to a depot and prove who you are. Where is the online functionality, the provision of a 24/7 service, customer centric journeys, clear customer comms that allow continuous dialogue with customers. Fact is none of these are in place and seem to have little likelihood of appearing any time soon. As soon as the lack of a monopoly position matures and the competitors emerge, Royal Mail is going to struggle and emerge out of the Digital age. R.I.P. Royal Mail.