Royal mail quality of service report 2009-2010

[POSTMAN]

http://www.news.royalmailgroup.com/news ... royal_mail" onclick="window.open(this.href);return false;

28/05/2010


Royal Mail said today that First and Second Class quality of service improved significantly over the last six months but industrial action in 2009 along with disruption caused by severe winter weather meant most services fell short of their quality targets in 2009-10 despite the record high quality performances delivered last spring.

The latest quality of service report covering a 12-month period until March 2010 showed that Standard Parcels, European International Delivery and some business bulk mail beat their targets. However, 87.9% overall of First Class mail arrived the day after posting - below the 93.0% target for the year but more than ten percentage points above the 78.9% figure in the autumn during a period of several national one-day strikes by the CWU.

Second Class mail narrowly missed its 98.5% target for the year to the end of March 2010 with a 96.7% performance.

Mark Higson, Royal Mail’s Managing Director, said: "Everyone in Royal Mail is focused on restoring quality of service to the target-beating levels we achieved a year ago and I’m delighted to say that the modernisation agreement we’ve reached with the CWU provides the stability and framework to complete our transformation to provide consistent, high quality, efficient service for all our customers."

Ends

Issued by Royal Mail:
100 Victoria Embankment
LONDON
EC4Y 0HQ
http://www.royalmail.com" onclick="window.open(this.href);return false;

Notes to Editors:
1. Royal Mail’s First Class service in the first quarter of 2009-10 - before Communication Workers Union strike action - was the best springtime performance on record with 94.5 per cent of stamped and franked mail arriving the next working day after posting. Second class performance in the spring of 2009 at 98.9 per cent was also above target.
2. 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, and over the 2009-10 financial year 960,000 test items of mail were sent.
3. The 2009-10 Quality of Service Report will be published on the website: http://www.royalmailgroup.com" onclick="window.open(this.href);return false;

[DGP1]

FFS I was delivering 2nd class today that was posted yesterday I wonder if they can use those figures to 'wind back' the failures

[noggin1969]

We're deliveri[Tweet][/Tweet]

[not me]

no mention of the managers who were opening mail and faking QOS in previous years?

[POSTMAN]

http://www.telegraph.co.uk/news/uknews/ ... -says.html" onclick="window.open(this.href);return false;

The 'quality of service' figures were based on more than 960,000 sample letters, parcels and packets which were sent to thousands of test addresses during the year.

In March, Royal Mail's performance figures were thrown into doubt after The Daily Telegraph disclosed how an investigation by postal regulator Postcomm had caught staff “systematically” trying to fix performance figures.

Staff had worked out how to identify “test” letters posted to monitor deliveries, and gave them priority treatment to ensure they arrived on time.

Postcomm later said it had not found “any material difference to Royal Mail's published quality of service figures” as a result of the staff's behaviour.

A Royal Mail spokesman welcomed Postcomm’s recognition of the company’s “full and open co-operation with the investigation”.