News and press releases

  • Royal Mail
    25 May 2012
    Royal Mail Quality of Service
  • Royal Mail beat its First and Second Class stamped mail quality targets in the January to March period with the overwhelming majority of all mail delivered on or ahead of target.
  • 93.4% of stamped and franked (metered) First Class mail delivered the next working day after posting, beating the 93.0% target, according to independent research.
  • Second Class stamped and franked mail beat its 98.5% target of delivery within three working days with a 98.9% performance.
  • First Class mail delivery continues to perform ahead of its 93.0% target in April according to preliminary data.

Royal Mail beat its First and Second Class stamped mail quality targets in the January to March period with the overwhelming majority of all mail delivered on or ahead of target. These latest figures are the best national customer service performance at quarterly level since the summer of 2010.

During January to March 2012, the company delivered 93.4% of stamped and meter franked First Class mail the next working day after posting, beating the 93.0% target, according to independent research. Second Class stamped and meter franked mail beat its 98.5% target of delivery within three working days with a 98.9% performance during the period.

The performance was delivered as Royal Mail continues its huge modernisation programme, one of the biggest transformations underway anywhere in UK industry. New technology and better equipment is being deployed nationwide and the working practices of postmen and women are changing. It is a painful and demanding process. 

The independent report for the first three calendar months of 2012 also showed there was a strong performance by Royal Mail’s postmen and women on delivery of Standard parcels, European International Delivery, and the majority of business mail services. 

Over the 2011-12 financial year, Royal Mail narrowly missed its annual 93.0% First Class stamped and meter franked mail target with a 92.7% performance. Second Class stamped and meter franked mail, which comprises about half of all stamped and meter franked mail, beat its target with a 98.7% performance. 

The latest independent report on performance was published today on Royal Mail’s web site at http://www.royalmailgroup.com/how-were-performing/latest-news
The figures are compiled by TNS based on over 230,000 sample letters, parcels and packets sent to over 5,300 addresses over the January to March period.

Mark Higson, Managing Director of Operations and Modernisation, said: “Our postmen and women are delivering to one of the highest and most challenging next-day performance targets in Europe while undertaking one of the UK’s biggest transformation projects. I pay tribute to our people’s commitment to our customers as they work hard to transform Royal Mail. The biggest period of change is underway and it is a demanding and painful process.
 
“We have achieved target-beating performance at national level in the most recent period with 107 Postcode Areas out of 118 achieving the minimum standards set for them. The challenge now is to ensure that there is high performance in every part of the country as we continue to modernise Royal Mail.”

The highest First Class stamped and meter franked mail performance nationwide over the 2011-12 financial year was in the Carlisle (CA) postcode where a 95.2% performance was achieved, with the Halifax (HX) postcode following closely behind with 95.1%.

In all, fifteen Postcode Areas achieved a First Class performance of 94.0% or higher during the  2011-12 financial year:

CA, Carlisle, 95.2%
HX, Halifax, 95.1%
BB, Blackburn and Burnley, 94.9%
IV, Inverness, 94.8%
AB, Aberdeen, 94.7%
YO, York, 94.6%
HU, Hull, 94.6%
DE, Derby, 94.6%
BT, Northern Ireland, 94.6%
EH, Edinburgh, 94.4%
UB, Uxbridge, 94.2%
OL, Oldham, 94.2%
PH, Perth, 94.1%
HA, Harrow, 94.1%
NE, Newcastle upon Tyne, 94.0%.

Ends

Issued by Royal Mail: 020 7250 2468 (24 hours)
100 Victoria Embankment
LONDON
EC4Y 0HQ
www.royalmail.com

Notes to Editors

1. The latest quarterly report for the 2011-12 financial year covers the period from 3rd January 2012 to 25th March 2012 for all services.
2. Royal Mail’s Quality of Service is measured independently by TNS, a company with a long track record in this field. The methodology used and the results obtained are verified independently of Royal Mail and TNS. 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. Over the 2011-12 financial year, TNS measured quality of service by sending nearly one million sample letters, parcels and packets to more than 5,600 addresses. 
3. There are 121 Postcode Areas nationwide. All but three are set a minimum standard for First Class stamped and meter franked mail of 91.5%. The three exceptions are Shetland, Orkney and Hebrides because of their remoteness.