Customers

 

Royal Mail Group offers services to suit every customer: consumers, sole traders, SMEs, large businesses and access operators

We are the preferred delivery company in the UK. We’re proud to provide the Universal Service. A modern and contemporary Universal Service Obligation (USO) is vital to the UK economy. It’s the delivery backbone of e-commerce in the UK.

Through GLS, we provide B2B and premium B2C services across continental Europe and in the western US, serving 270,000 customers.

Key facts:

  • Our mean business customer satisfaction score for 2017-18 was 78 per cent, an increase year on year. This was driven by consistent high quality of service, meeting delivery promises, being appropriately treated as a business customer and helping the customer optimise the use of our services
  • 81 per cent of customers are favourable towards Royal Mail*
  • 88 per cent of customers are satisfied with our services*
  • The majority of our customers rated us as delivering extremely or very good value for money
  • GLS Denmark was rated as one of the country’s best employers by Great Place to Work. GLS France was ranked 11 out of almost 100 freight transport and logistics companies in a list of best French employers by business magazine, Capital.

*Ipsos MORI Corporate Image Survey Winter 2017


In this section:

Parcels

As consumers and businesses continue to shift their preferences to online retailing, retailers have to work harder to stay relevant. Royal Mail Group is proud to be the delivery partner of choice for many of these businesses.

Letters

Collecting and delivering stamped and metered mail is part of our core business. We’re proud to deliver the Universal Service: a one-price-goes-anywhere, six day a week delivery service to over 30 million addresses across the UK.

International

E-commerce is fuelling growth in cross border parcels. We work closely with postal administrations across the world to despatch outgoing mail from the UK and deliver items from overseas to customers at home.