We deliver high quality, value for money services for customers sending and receiving items.
As the UK’s sole designated Universal Service Provider, we’re proud to deliver a ‘one price goes anywhere’ service on a range of letters and parcels to over 30 million addresses across the country, six days a week.
Royal Mail Group offers services to suit every customer: consumers, sole traders, SMEs, large businesses and access operators. We’re proud to connect companies, customers and communities across the UK through Royal Mail and internationally through GLS.
We're proud to connect companies, customers and communities across the UK through Royal Mail and internationally through GLS
Our customer strategy
Our customers have a growing variety of choice when it comes to delivery services. We want to be their first choice.
Our strategy for achieving this is focused on four priorities:
- understanding our customers’ needs
- being easy to do business with
- maintaining a high Quality of Service
- providing value for money to all customers.
We measure our customer service performance in the UK through three equally weighted KPIs on our Corporate Balanced Scorecard (CBS): First Class Retail Quality of Service, business customer satisfaction, and customer complaints. Our managers’ remuneration is linked to our CBS performance.
We publish our full CBS in our Annual Report and Financial Statements. Our 2017-18 Corporate Responsibility Report summarises progress against our customer strategy on pages 30-37.
Sustainable products and services
We recognise that businesses and consumers want to improve the environmental performance of their mailings and we aim to provide them with the products and services to do so.