Royal Mail Quality of Service 2018/19 Q1

Royal Mail Quality of Service 2018/19 Q1

Key points

  • Royal Mail’s latest Quality of Service report reveals that it has exceeded its regulatory Second Class target for the first quarter of the financial year 2018-19, delivering 98.8 per cent of mail within three working days against a target of 98.5 per cent
  • Royal Mail delivered 92.1 per cent of First Class mail the next working day against a target of 93 per cent for the same period
  • 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 country 

Royal Mail’s Quality of Service report for the first quarter of the financial year 2018-20191 reveals it has exceeded its regulatory Second Class mail target of 98.5 per cent, delivering 98.8 per cent of this mail within three working days.

Royal Mail delivered 92.1 per cent of First Class mail the next working day against a target of 93 per cent for the same period.

Royal Mail is the only UK mail delivery company required to publish Quality of Service performance against delivery targets every quarter and has one of the highest Quality of Service specifications of any major European country.

Sue Whalley, CEO Post & Parcels UK, Royal Mail said: “Royal Mail operates under some of the most demanding Quality of Service standards in the whole of Europe. We’re disappointed with current performance. We are focusing on maintaining our high levels of customer satisfaction. That includes innovation like providing more email and SMS notifications to our customers and the ongoing trial of parcel postboxes.”

Royal Mail’s Quality of Service is measured by Kantar TNS, an independent market research company2. The latest independent report on performance for the first quarter of the year was published today on Royal Mail’s website at:

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

Ends

Notes to editors

  1. The latest quarterly report for the 2018-19 financial year covers the period from 26 March 2018 to 24 June 2018, inclusive for all services.
  2. Royal Mail’s Quality of Service is measured independently by Kantar TNS, 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 Kantar TNS 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 Kantar TNS. For the first quarter of 2018-19, Kantar TNS measured quality of service by sending more than 195,000 sample letters and parcels to over 6,100 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 30 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.

ISSUED BY:

Royal Mail press office

Mark Street

0207 449 8254

mark.street@royalmail.com

press.office@royalmail.com

Other articles in you might find interesting.