Royal Mail quality of service

[TrueBlueTerrier]

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Royal Mail quality of service
27/11/2009


Royal Mail’s First Class quality of service performance dipped 2.3 percentage points below the 93.0 next-day delivery target in the second quarter of 2009-1010, a period when there was a series of localised strikes by the Communication Workers Union, focussed mainly in London.

The second quarter report on quality of service showed 90.7% of First Class stamped letters arrived the next working day after posting while 98.0% of Second Class letters arrived on time within three working days after posting, half a percentage point below the 98.5% target for Second Class.

During the quarter, however, Standard parcels and European international delivery mail exceeded their targets, as well as a significant proportion of bulk business mail.

Mark Higson, Royal Mail’s Managing Director, said: "Across the whole of the company, all of our people are now fully engaged in delivering a great Christmas for our customers. We were very concerned that some customers’ service was disrupted by the CWU’s strikes and we’re clearly pleased that the interim agreement we reached with the CWU in early November has provided a no-strike period until the New Year and allows us to get on providing the Christmas service our customers deserve while engaging with the union in important talks about the future of the Royal Mail and our continuing modernisation."


Ends

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Notes to Editors
1. Royal Mail’s First Class service in the first quarter of 2009-10 in the spring of this year - before CWU strike action - was the best springtime performance on record with 94.5% of stamped and franked mail arriving the next working day after posting. Second Class performance this spring at 98.9% was also above target.
2. Royal Mail’s cumulative First Class performance for the first half of the 2009-10 year is 92.5%, half a percentage point below the 93.0% target. Cumulative Second Class performance for the first half of the year was 98.4%, just a tenth of a percentage point below target.
3. The second quarter report covers the period 8 June 2009 to 6 September 2009, with the exception of European International Delivery which ran from 1 July 2009 to 30 September 30 2009. The full report will be published on Royal Mail’s web.
4. Royal Mail’s Quality of Service is measured independently by Research International, a company with a long track record in this field. The methodology used and the results obtained are verified independently of Royal Mail and Research International. 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 Research International. The latest report is based on more than 240,000 sample letters, parcels and packets sent to 7,000 addresses.

[Ahebban]

I am not interested in what important talks RM are having with CWU over modernisation and the future. Talk is cheap, always has been and always will be. However, what I am interested in is how the negotiations are going between CWU and RM. Because it is through negotiation that agreements are reached.

Any decision reached by the PEC on Monday should have its origin on matters negotiated and agreed between CWU and RM and not on the basis of 'fruitful discussions for the future'.

[AnotherLimey]

Deliver a great christmas?

Mailsort yes, Parcels the things people want? NO

We have a huge amount of parcels sitting in our office because a driving duty was removed, They do not even have a extra duty next week to relive this as christmas does not start pressure wise until the 7th of December so i'm told by our DOM.

It's a bloody joke.

[Captain Scarlet]

We have had a manager from another office every other day delivering packets until 6/7 at night, reason......who knows, maybe something to do with not covering sick/annual leave and the fact it,s heaving with packets

[dvbuk55]

"Mark Higson, Royal Mail’s Managing Director, said: "Across the whole of the company, all of our people are now fully engaged in delivering a great Christmas for our customers. We were very concerned that some customers’ service was disrupted by the CWU’s strikes and we’re clearly pleased that the interim agreement we reached with the CWU in early November has provided a no-strike period until the New Year and allows us to get on providing the Christmas service our customers deserve while engaging with the union in important talks about the future of the Royal Mail and our continuing modernisation."

Well somebody seems to be under the impression it's a strike free chrismas, in fact two people seem to be under that same impression - well three if you count me.

[bandit650]

Glad to see Mr Higson is saying about the staff are fully engaged in giving their all for christmas, the only worry is are his managers?,looking at the mail and packets that are going out and coming back again because like so many offices they have had to many duties taken out the packets are so far behind that who knows how long they have been sitting there,parts of the city only have their mail every other day because they have part time staff on full time delivery's which brings into question about their QS figures.

[hazzeem025]

we had a revision in our office and our cluster manager/dom decided to take a parcel duty out of the office. Now I keep reading that parcels and packets is the only part of our business that is growing, so why take a parcel duty out? Espcially when parcels are never cleared. So how does Royal Mail meet its parcel delivery targets as it states it does?

We also had a manager delivering packets/parcels the other day because above mentioned cluster manager(not dom anymore) said that no docket was to be put in for parcels. Obviously the result of this packets/parcels everywhere in the parcel shed and no extra people until next monday when we're on xmas pressure!

What a farce.

Crozier, Higson, Tollhusrt and all you are a disgrace, you are a fraud, you are incapable of telling the truth and you make me sick. The truth will come out and it will be us ordinary people who will tell it. You are pathetic, you are incapable of running a business.

[AnnexeB]

Whats happening, regarding failure to deliver packets, is actually criminal !!
People have paid for these services, and Royal Mail have absolutely no inclination to honour their agreement with the customer.
Recorded parcels are sometimes over a week late.
If i delayed delivery of mail, i would be sacked. If i repeatedley kept back mail i could be prosecuted.
Why are area managers, who issue DOMs with a `no docket for parcels` policy, not being prosecuted ???

[bandit650]

I can tell you all about what we have been told in our office,Packets are not part of the USO they don't count for nout,we have been told on a daily basis they do not matter but clear the mail,why because if you deliver the mail then they can claim to have provided the service which is part of the USO which is what counts,this is what they get monitored on for there office plan their bonus and uncle tom cobbley and all,we have been told to cull the mail,mail sort don't matter but any dated item does this is the daily mantra according to the sheet of crozier,i really don,t know how they get away with it,service you cant call what we are being made to do a service. :cfo

[POSTMAN]

QOS!Don't make me laugh,managers at my place are begging for hr's as we're failing everyday,those above won't give much.
Wait till next week when our pressure starts,there will be hr's coming out of our ears,same as every year,just before the pressure starts the hr's dry up.
Farcical c***s

[Wessex]

Can anybody confirm that Crozier's current bonus is no longer based on QoS. :cfo

[TrueBlueTerrier]

Can anybody confirm that Crozier's current bonus is no longer based on QoS. :cfo

AFAIK it never has been, when asked once by MPs he never divulged how his bonus is worked out.