News and press releases

  • Royal Mail
    23 February 2018
    Royal Mail Quality of Service
Royal Mail’s latest Quality of Service report reveals it has beaten its Second Class regulatory target for the first three quarters of the financial year 2017-18, delivering 98.7 per cent of mail within three working days, against a target of 98.5 per cent. 98.6 per cent was delivered within three working days for the third quarter of the year.
Royal Mail delivered 92.5 per cent of First Class mail the next working day, against a target of 93.0 per cent, over the nine months leading up to 3 December 2017. 91.5 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 it has beaten its Second Class regulatory target for the first three quarters of the financial year 2017-18, delivering 98.7 per cent of mail within three working days, against a target of 98.5 per cent. 98.6 per cent was delivered within three working days for the third quarter of the year.
  • Royal Mail delivered 92.5 per cent of First Class mail the next working day, against a target of 93.0 per cent, over the nine months leading up to 3 December 2017. 91.5 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 exceeded its regulatory Quality of Service target for the first three quarters of the financial year 2017-182.  98.7 per cent of this mail was delivered within three working days, against a target of 98.5 per cent, according to independent research3. 98.6 per cent of Second Class mail was delivered within three working days in the third quarter of the year.

Over the nine months to 3 December 2017, 92.5 per centof First Class mail was delivered the next working day, against a target of 93.0 per cent. 91.5 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.

The latest quarterly report for 2017-18 covers the period from 25 September 2017 to 3 December 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: “We take our Quality of Service requirements extremely seriously. Our postmen and women work six days a week, in all weather, to deliver to these challenging targets, which are among the most demanding anywhere in Europe. Our customers are always uppermost in our minds. We continue to focus on improving and maintaining high standards of service.”

If you have any queries, please contact:

Mark Street, Royal Mail press office: 02074498254

press.office@royalmail.com

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www.royalmailgroup.com

Notes 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 for 2017-18 covers the period from 25 September 2017 to 3 December 2017 inclusive for all services reported.

3.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 measured quality of service by sending more than 140,000 sample letters and parcels to more than 6,500 addresses. In the 2017-2018 financial year to date, Kantar TNS measured quality of service by sending nearly 480,000 sample letters and parcels to more than 6,600 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.