News and press releases

  • Royal Mail Group
    26 August 2016
    Royal Mail delivers Quality of Service targets
Royal Mail’s latest Quality of Service report reveals that it has beaten its regulatory First Class mail target for the first quarter of the financial year 2016-17, delivering 93.3 per cent the next working day. 
It also exceeded its Second Class mail target of 98.5 per cent, delivering 99.0 per cent within three working days. 
The results are published today in the latest Royal Mail Quality of Service report. It reports progress towards the regulated quality of service targets, which are measured over the full 12 month period
The UK has one of the highest Quality of Service specifications of any major European country .
  • Royal Mail’s latest Quality of Service report reveals that it has beaten its regulatory First Class mail target for the first quarter of the financial year 2016-17, delivering 93.3 per cent the next working day
  • It also exceeded its Second Class mail target of 98.5 per cent, delivering 99.0 per cent within three working days
  • The results are published today in the latest Royal Mail Quality of Service report. It reports progress towards the regulated quality of service targets, which are measured over the full 12 month period
  • The UK has one of the highest Quality of Service specifications of any major European country 
 

Royal Mail’s Quality of Service report for the first quarter of the financial year 2016-2017 reveals it has beaten its regulatory First Class mail target, with 93.3 per cent of this mail delivered the next working day.

It also exceeded its Second Class mail target of 98.5 per cent, delivering 99.0 per cent of this mail within three working days.

Royal Mail is the only UK mail delivery company required to publish Quality of Service performance against delivery targets every quarter and has the highest Quality of Service specification of any major European country1.

Sue Whalley, Chief Operations Officer, Royal Mail said: “Our postmen and women work extremely hard to deliver to some of the most demanding Quality of Service standards in the whole of Europe. We remain the only UK delivery company to publish our Quality of Service and we are proud to do so.

“We are more focused than ever on continuously improving and maintaining high standards of service for our customers.”

Royal Mail’s Quality of Service is measured by TNS Global, an independent market research company3. The latest independent report on performance for the first quarter of the year was published today on Royal Mail’s website at:

http://www.royalmailgroup.com/customers/quality-service/quality-service-reports

Ends

For further information contact:

Morag Turnbull

Royal Mail Group Press Office

07801 092364

morag.turnbull@royalmail.com

Notes to Editors

1.  Royal Mail has the highest quality of service specification of any major European country, compared to Germany, France, Spain and Italy.

2.  The latest quarterly report for the 2015-16 financial year covers the period from 28 March 2016 to 26 June 2016 inclusive for all services.

3.  Royal Mail’s Quality of Service is measured independently by TNS Global, a company with a long track record in this field.  The methodology used and the results obtained are audited and verified independently of Royal Mail and TNS Global by Ofcom appointed auditors.  Royal Mail knows of no other measurement of its quality of service that gives results with the geographical coverage and degree of reliability and accuracy in the figures obtained by TNS Global.  For the first quarter of the 2016-2017 financial year, TNS Global measured quality of service by sending more than 190,000 sample letters and parcels to more than 7,500 addresses.