News and press releases

  • Royal Mail
    10 November 2017
    Royal Mail Quality of Service
  • Royal Mail’s latest Quality of Service report reveals it has beaten its Second Class regulatory target in the first half of the 2017/18 financial year1 , delivering 98.8 per cent within three working days, against a target of 98.5 per cent. 98.8 per cent of Second Class mail was delivered within three working days, for the second quarter of the year.
  • Royal Mail delivered 92.9 per cent of First Class mail the next working day, against a target of 93.0 per cent, over the six months leading up to 24 September 2017. 92.4 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 latest Quality of Service report reveals that Second Class mail has beaten its quality target in the first half of the 2017/18 financial year1. 98.8 per cent of this mail was delivered within three working days, against a target of 98.5 per cent, according to independent research2. 98.8 per cent of Second Class mail was delivered within three working days, for the second quarter of the year.

First Class mail is narrowly behind its regulatory target over the six months leading up to 24 September 2017. 92.9 per cent of mail arrived the next working day, against a target of 93.0 per cent. 92.4 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 the highest Quality of Service specifications of any major European country3.

The latest quarterly report for 2017-18 covers the period from 26 June 2017 to 24 September 2017 and was published today on Royal Mail’s website at: 

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

Sue Whalley, Chief Operations Officer, Royal Mail said: “Our postmen and women work exceptionally hard to endeavour to deliver to these challenging targets, which are among the most demanding anywhere in Europe.  We take our Quality of Service requirements extremely seriously. 

We are not complacent. We are more focused than ever on continuously improving and maintaining high standards of service.”

For further information contact:

Mark Elliott
Royal Mail Press Office:
07984 665 701
0207 449 8246 (24 hours)
100 Victoria Embankment
LONDON EC4Y 0HQ
www.royalmailgroup.com

Notes to Editors

  1. The latest quarterly report for 2017-18 covers the period from 26 June 2017 to 24 September 2017 inclusive for all services reported.
  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 verified independently of Royal Mail and Kantar TNS.  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 second quarter of the 2017-2018 financial year, Kantar TNS Global measured quality of service by sending more than 170,000 sample letters and parcels to more than 6,600 addresses. For the first half of the 2017-2018 financial year, Kantar TNS Global measured quality of service by sending nearly 340,000 sample letters and parcels to more than 6,600 addresses.
  3. Royal Mail has the highest quality of service specification of any major European country, compared to Germany, France, Spain and Italy.