Customer commitment

Royal Mail is an essential part of the UK’s economic and social infrastructure, delivering to 29 million businesses and households.

We make commerce happen by connecting companies, customers and communities six days a week. We play an important role in the UK, delivering an average of 57.5 million items every working day to businesses and households (2013/14 figures). 

Businesses change as economies change. Royal Mail is doing the same thing. While letter volumes are declining, the number of packets we handle is rising. 

We are modernising our business to become more efficient and customer responsive. This means improving all aspects of our operations – collections, processing, sorting and delivery. Our modernisation is one of the largest change programmes in the UK. 

Our range of services

Our delivery services enable individuals to communicate with each other and for businesses to trade effectively. 

We have invested to improve our portfolio of tracked services for packets to benefit online and catalogue retailers and their shoppers. We have also invested in initiatives to make it easier for people to receive items that cannot be delivered if they are not at home. 

For businesses large and small we provide the expertise and solutions to help them reach new and existing customers through mailings and catalogues. 

Business strategy to reach our goals

Our business strategy is focused on improving our efficiency and meeting the needs of our customers. This means delivering the high standards our customers expect. It also means developing new services to better meet changing customer needs. 

To help us achieve our aims, around half of our key performance indicators include measures that are customer related. These include delivering what we promise, improving customer interaction and simplifying our products.