Our strategy

Our vision is to be recognised as the best delivery company in the UK and Europe.

Our three-part strategy – centred on parcels, letters and customer - aims to deliver this, whilst generating sustainable shareholder value, and supporting the continued provision of the Universal Service.

We are focussing on our core business. We’re also finding new ways to grow in those strategic areas – parcels, letters, customers.


In the UK we intend to maintain our pre-eminent position by retaining and growing existing business and increasing our presence in growth areas. We will roll out new products to meet increasing demands.

Strategic initiatives:

  • Making it as easy as possible for customers to receive their parcels
  • Growing business with existing customers
  • Rolling out next generation handheld devices, and supporting IT systems, to track more parcels
  • Introducing automated parcel sorting to some of our busiest Mail Centres
  • Supporting small-to-medium sized enterprises and online marketplace traders
  • Growing our presence in faster-growing areas of the UK parcels market, such as clothing and footwear and returns
  • Enhancing our ability to handle larger parcels.


We aim to mitigate the impact of e-substitution by demonstrating the value of mail to our customers – from large businesses though to SMEs and social customers.  We will seek to secure and improve revenue.

Strategic initiatives:

  • Maintaining our Quality of Service targets
  • Driving revenue protection to ensure we’re paid properly for the services we provide
  • Continuing to roll out Mailmark, which provides information-rich customer mailing data
  • Demonstrating the value of business and advertising mail through campaigns like MAILMEN and Mailmark
  • Growing our marketing mail revenue


We will continue to be flexible to meet changing customer demands. The rollout of improved IT capability will offer business customers improved access to products and services, better visibility of their mailings and improved customer data. Consistent deployment of delivery standards across our UK operation aims to drive up average first time delivery rates for parcels.

Strategic initiatives:

  • Driving improvements in first-time delivery rates, through standards like Delivery to Neighbour and Nominate a Neighbour
  • Enhancing our returns services, including extending drop-off options
  • Extending our Local Collect network to enquiry offices, providing over 11,700 collection points across the UK - more than the two competitor third-party click and collect networks combined
  • Investing in our enquiry offices to enhance customer experience
  • Improving access to our products and services by providing later acceptance times and weekend processing in mail centres,  increasing services in enquiry offices and extending opening hours
  • Improving account management
  • Building on our operational performance