Royal Mail Quality Of Service

Royal Mail Quality Of Service

Key points

  • Royal Mail’s latest Quality of Service report reveals that it has exceeded its regulatory Second Class target in the first half of the 2018-19 financial year1, delivering 98.7 per cent of mail within three working days against a target of 98.5 per cent. 98.6 per cent of Second Class mail was delivered within three working days, for the second quarter of the year
  • Royal Mail delivered 91.8 per cent of First Class mail the next working day against a target of 93 per cent over the six months leading to 23 September 2018. 91.3 per cent of First Class mail was delivered the next working day in the second quarter of the year
  • 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

 

Royal Mail’s Quality of Service report for the first half of the 2018-2019 financial year 1 reveals it has exceeded its regulatory Second Class mail target of 98.5 per cent. The Company delivered 98.7 per cent of this mail within three working days over this period, according to independent research2. 98.6 per cent of Second Class mail was delivered within three working days, for the second quarter of the year.

Royal Mail delivered 91.8 per cent of First Class mail the next working day against a target of 93 per cent over the six months leading to 23 September 2018. 91.3 per cent of First Class mail was delivered the next working day in the second quarter of the year.

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 country3.

Shane O'Riordain, Director of Regulation and Corporate Affairs, Royal Mail said: “Royal Mail operates under some of the most demanding Quality of Service standards in the whole of Europe. It’s disappointing that our performance is not where it should be. We remain focused on delivering high levels of customer satisfaction to our customers while introducing more innovation into our post and parcel delivery services.”

Royal Mail’s Quality of Service is measured by Kantar TNS, an independent market research company2.

The latest independent report on performance for the second quarter of the year was published today on Royal Mail’s website at:

https://www.royalmailgroup.com/en/about-us/regulation/quality-of-service/   

 

- Ends -

Notes to editors

 

  1. The latest quarterly report for the 2018-19 financial year covers the period from 25 June 2018 to 23 September 2018, inclusive for all services.
  2. For the second quarter of 2018-19, Kantar TNS measured quality of service by sending more than 190,000 sample letters and parcels to over 6,100 addresses. 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 quality of service that gives results with the geographical coverage and degree of reliability and accuracy than the figures obtained by Kantar TNS.
  3. Royal Mail has the highest quality of service specification of any major European country, compared to Germany, France, Spain and Italy

 

 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.

Contacts

 

Royal Mail press office
Mark Street
0207 449 8254
mark.street@royalmail.com
press.office@royalmail.com

Other articles in you might find interesting.