Quality of Service

Royal Mail is the only postal operator in the UK required to publish quarterly Quality of Service reports, against delivery targets set and reviewed by the postal industry regulator Ofcom.

Royal Mail has among the highest service standards in Europe. We have demanding quality of service standards that we must meet in order to deliver the Universal Service obligation of collecting and delivering mail six days a week at a uniform price across the UK. We are the only postal operator in the UK required to publish our performance against delivery targets every quarter. Our performance is independently measured by two market research agencies - Kantar TNS and Quotas. The measurement methodology employed and the results obtained are verified by auditors appointed by the regulator Ofcom.

 

Two of our key targets are:

  • First Class mail – a minimum of 93 per cent delivered the next working day
  • Second Class mail – a minimum of 98.5 per cent delivered within three working days.

 

A complete list of our Quality of Service targets is available here:

> Designated Universal Service Provider Condition 1 (Ofcom - PDF)

 


Meeting service standards

Against a backdrop of the UK’s largest-ever business transformation, Royal Mail has continued to provide a high level of service to its customers.

 


Customer satisfaction

We want our customer satisfaction levels to be better and are taking action to deliver in a more customer-responsive and proactive way. Customer-focused measures – such as customer service and complaints – form 50 per cent of the corporate scorecard we use to measure our success.

> Annual Consumer Complaints and Compensation Report 2017-18


Quality of Service Reports

The quality of service reports are published every quarter and are independently measured by two market research agencies, Kantar TNS and Quotas. The measurement methodology employed and the results obtained are verified by auditors appointed by the regulator Ofcom.