News and press releases

  • Royal Mail
    12 May 2017
    Royal Mail delivers Quality of Service
  • Royal Mail has exceeded its regulatory First Class mail target (93.0 per cent) for the financial year 2016-17, delivering 93.1 per cent the next working day1.
  • It also exceeded its Second Class mail target of 98.5 per cent, delivering 98.9 per cent within three working days.
  • The results are published today in the latest Royal Mail Quality of Service report. It reports progress towards the annual regulated quality of service targets2.
  • The UK has one of the highest Quality of Service specifications of any major European country3.

Royal Mail’s Quality of Service report for financial year 2016-2017 reveals it has exceeded its regulatory First Class mail target, with 93.1 per cent of this mail delivered the next working day1

It also exceeded its Second Class mail target of 98.5 per cent, delivering 98.9 per cent of this mail within three working days. 

During the fourth quarter of the year, Royal Mail also delivered 93.1 per cent of First Class mail on time and 98.8 per cent of Second Class mail on time.

For 2016-17, at an individual postcode level, 110 of 118 postcode areas met or exceeded their targets over the year. Allowing for the margin of error in sampling, 117 of 118 postcode areas were within the target range.

Royal Mail is the only UK mail delivery company required to publish Quality of Service performance against delivery targets every quarter. It has one of the highest Quality of Service specifications of any major European country3.

Sue Whalley, Chief Operations Officer, Royal Mail said: “We are very proud of the service we offer our customers. Our postmen and women deliver to some of the most challenging performance targets in Europe.

“I would like to thank all our people for their great efforts throughout the year. We are committed to maintaining and improving these high standards of service for all our customers.”

Royal Mail’s Quality of Service is measured by TNS Global, an independent market research company4. The latest independent report on performance was published today on Royal Mail’s website at:


For further information contact:

Morag Turnbull
Royal Mail Group Press Office
0131 316 7447
07801 092364

Notes to Editors

  1. DUSP condition 1.9.1 requires Royal Mail to meet these standards in respect of each annual period ending on 31 March, with the exception of the ‘Christmas period’, which is defined as the period beginning on the first Monday in December and ending on the New Year public holiday in the following January.
  2. The latest quarterly report for the 2016-17 financial year covers the period from 2 January 2017 to 26 March 2017 inclusive for all services.
  3. Royal Mail has the highest quality of service specification of any major European country, compared to Germany, France, Spain and Italy.
  4. Royal Mail’s Quality of Service is measured independently by TNS Global, 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 TNS Global 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 TNS Global.  Over the 2016-17 year, Kantar TNS has sampled more than 665,000 letters and parcels to over 6,900 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 29 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.