Royal Mail Quality Of Service

Royal Mail Quality Of Service

Key points

  • Royal Mail’s latest Quality of Service report reveals it has achieved its Second Class regulatory target for the first three quarters of the financial year 2018-19, delivering 98.5 per cent of mail within three working days, against a target of 98.5 per cent. 98.0 per cent was delivered within three working days for the third quarter of the year.
  • Royal Mail delivered 91.3 per cent of First Class mail the next working day, against a target of 93.0 per cent for the first three quarters. 90.1 per cent of First Class mail was delivered the next working day in the third quarter of the year.
  • The results are published today in the latest Royal Mail Quality of Service report. The results will contribute towards the regulated Quality of Service targets, which are measured over a 12 month period1.

Royal Mail’s latest Quality of Service report reveals that Second Class mail has achieved its regulatory Quality of Service target for the first three quarters of the financial year 2018-192.

98.5 per cent of this mail was delivered within three working days, against a target of 98.5 per cent, according to independent research2. 98 per cent of Second Class mail was delivered within three working days in the third quarter of the year.

Over the 2018-19 financial year leading up to 2 December 2018, 91.3 per cent of First Class mail was delivered the next working day, against a target of 93.0 per cent. 90.1 per cent of First Class mail was delivered the next working day in the third 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 country.

Shane O'Riordain, Director of Regulation and Corporate Affairs, Royal Mail said:  “We take our Quality of Service requirements very seriously. We are disappointed with our performance and continue to work hard on this key issue. These targets are some of the most challenging in Europe and our postmen and women work six days a week, in all weather, to deliver letters and parcels to homes and businesses across the UK. We are introducing innovation across our product range too.”

The latest quarterly report for 2018-19 covers the period from 24 September 2018 to 2 December 2018 and was published today on Royal Mail’s website at: 

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

Note to Editors

 

1. The 12 month period excludes a Christmas exclusion period which is the period commencing on the first Monday in December and ending at the start of the first working day after the New Year public holiday or, in Scotland, at the start of the first working day after the Scottish New Year public holiday in the following year.

2. The latest quarterly report covers the period from 24 September 2018 to 2 December 2018 inclusive for all services reported. Royal Mail’s Quality of Service is measured independently by Kantar TNS, a company with a long track record in this field.

 

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.

Media enquiries

 

Mark Street, Royal Mail press office

Tel: 0207 449 8254

Email: press.office@royalmail.com

 

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