News and press releases

  • Royal Mail
    17 February 2017
    Royal Mail Quality of Service
  • Royal Mail’s latest Quality of Service report reveals that it has met its regulatory First Class mail target for the first three quarters of the financial year 2016-17, delivering 93.0 per cent the next working day1
  • It also exceeded its Second Class mail target of 98.5 per cent, delivering 98.9 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 country2

Royal Mail’s Quality of Service report for the first three quarters of the financial year 2016-2017 reveals it has met its regulatory First Class mail target, with 93.0 per cent of this mail delivered the next working day1

It also exceeded its Second Class mail target of 98.5 per cent, delivering 98.9 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 country2

Sue Whalley, Chief Operations Officer, Royal Mail said: “Royal Mail continues to provide a high Quality of Service to our customers. Our postmen and women work extremely hard day-in, day-out to deliver to some of the most demanding Quality of Service standards in Europe. 

“We take our Quality of Service requirements very seriously and are focused on continuously improving on the service we offer.”

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

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

For further information contact:

Morag Turnbull
Royal Mail Group Press Office
0131 316 7447
07801 092364
morag.turnbull@royalmail.com

Notes to Editors

  1. The latest quarterly report for the 2016-17 financial year covers the period from 26 September 2016 to 4 December 2016 inclusive for all services .
  2. Royal Mail has the highest quality of service specification of any major European country, compared to Germany, France, Spain and Italy.
  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 three quarters of the 2016-2017 financial year, TNS Global measured quality of service by sending more than 500,000 sample letters and parcels to over 7,000 addresses.

About Royal Mail plc

Royal Mail plc is the parent company of Royal Mail Group Limited, the leading provider of postal and delivery services in the UK and the UK’s designated universal postal service provider. UK Parcels, International and Letters (“UKPIL”) comprises the company’s UK and international parcels and letters delivery businesses operating under the “Royal Mail” and “Parcelforce Worldwide” brands. Through the Royal Mail Core Network, the company delivers a one-price-goes-anywhere service on a range of parcels and letters products. Royal Mail has the capability to deliver to more than 29 million addresses in the UK, six days a week (excluding UK public holidays). Parcelforce Worldwide operates a separate UK network which collects and delivers express parcels. Royal Mail also owns General Logistics Systems (GLS) which operates one of the largest ground-based, deferred parcel delivery networks in Europe.