Royal Mail is an example of a big company that has a large amount of customers - both residential and business customers, more than any other postal companies because it's "The Royal Mail" so for them it means they don't need to give a rats ass about customer service or doing anything to improve their customer's user experience. What they do care about though is increasing postal charges every year. I hope soon there will be a new company that provides reliable service, fair in price and actually CARES about their customers - because Royal Mail does none of those.