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RM February News

News Release

February 2015

ROYAL MAIL QUALITY OF SERVICE

  • Royal Mail’s latest Quality of Service report reveals that the company beat its Second Class target for the first three quarters, delivering 98.9 per cent within three working days against a target of 98.5 per cent.
  • For the same period, Royal Mail delivered 92.9 per cent of First Class mail the next working day. Adjusted for exceptional events outside Royal Mail’s control, the company achieved the 93.0 per cent First Class mail target.
  • Royal Mail has the highest universal service specification of any major European country.

Royal Mail’s latest Quality of Service report reveals that for the first three quarters, Second Class mail beat its quality target with 98.9 per cent of mail delivered within three working days, against a target of 98.5 per cent.

Over the same period, Royal Mail delivered 92.9 per cent of First Class mail the next working day against a target of 93.0 per cent. Adjusted for exceptional events outside Royal Mail’s control, the company achieved the 93.0 per cent target. The company may ask Ofcom to take this into consideration when it reviews Royal Mail’s year-end report.

The latest quarterly report for 2014-15 covers the period from 29 September 2014 to 30 November 2014. For that period, Second Class mail beat its target with 98.7 per cent. First Class mail was behind target at 91.8 per cent.

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 universal service specification of any major European country.

Royal Mail’s Quality of Service is measured by TNS Global, an independent research company.

107 of 118 individual postcode areas met or exceeded their Quality of Service targets over the eight months up to 30 November 2014.

The latest independent report on performance 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 deliver to these demanding targets, which are some of the highest in Europe. We are more focused than ever on continuously improving and maintaining high standards of service.”

Notes The latest quarterly report for 2014-15 covers the period from 29 September 2014 to 30 November 2014 inclusive for all services.

  • Royal Mail’s Quality of Service is measured independently by 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 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 TNS.  In the third quarter of 2014-2015, TNS measured quality of service by sending more than 128,000 sample letters and parcels to more than 7,300 addresses.
  • Three of the UK’s 121 postcode areas are exempt from the Ofcom targets due to their remoteness – HS (Hebrides), KW (Kirkwall) and ZE (Lerwick).

Royal Mail has the highest universal service specification of any major European country, compared to Germany, France, Spain and Italy.