Royal Mail quality of service:Q3

[TrueBlueTerrier]

http://www.royalmailgroup.com/news/2012 ... ty-service" onclick="window.open(this.href);return false;

Royal Mail narrowly missed its First Class stamped mail target in the months leading up to Christmas but Second Class mail hit its quality target.

The Standard parcels service comfortably exceeded its target during the autumn and international deliveries to European destinations were also ahead of target in the autumn.

The results are published today in the latest Royal Mail quality of service report covering the third quarter of the financial year from the second week of September to the first week of December. Independent measurement of the performance of more than 245,000 sample letters, packets and parcels posted to nearly 5,800 addresses nationwide was used to compile the report.

During the period, 92.3% of First Class stamped and franked (meter) mail arrived the next day. This was 0.7 of a percentage point below the target of 93.0%. For Second Class stamped and franked mail, 98.5% arrived on time within three working days after posting, hitting the 98.5% target for this category of mail.

The report showed that the overwhelming majority of all items of mail handled by Royal Mail – which delivers 59 million letters, packets and parcels in an average day – arrived safely, on time at the correct destination.

Mark Higson, Royal Mail Managing Director for Operations and Modernisation, said: “Royal Mail’s target for next-day delivery of First Class mail is challenging and we are disappointed on behalf of our customers to have narrowly missed hitting it in the autumn. Our postmen and women remain determined to deliver the best possible service to our customers.”

Royal Mail is modernising its operations in one of the biggest change programmes in UK industry and the peak period of activity is now underway. The programme involves: modernising and consolidating the mail centre network, providing postmen and women with better equipment to take the weight of mail, including increasing numbers of packets and parcels, off their backs and shoulders, and streamlining the delivery operation to take account of the 25% fall over the last six years in the overall number of mail items being handled. The average daily mailbag now contains 59 million items; in 2005-06, it was more than 80 million.

The scale of the changes being implemented means that in some localities there is a temporary adverse impact on customer service. It remains Royal Mail’s firm objective to implement change with the minimum possible impact on quality of service. However, as Royal Mail pointed out on publication three months ago of the quality of service report for the summer months, it will be challenging to achieve all quality targets over the course of the full financial year to the end of March 2012.

The latest report showed that 83 of the 118 Postcode Areas nationwide hit or exceeded the minimum quality standard of 91.5% specified for them by the regulator. A total of 18 Postcode Areas achieved a 94.0% performance or higher. Seven of these had a First Class stamped mail performance of 95.0% or higher: EH (Edinburgh) 95.1%, HA (Harrow) 95.2%, UB (Uxbridge) 95.3%, BB (Blackburn and Burnley) 95.4%, IP (Ipswich) 95.4%, IV (Inverness) 95.4% and, the highest performing Postcode Area, TF (Telford) 95.9%.

Notes to Editors
1. The third quarter report for the 2011-12 financial year covers the period from 5 September 2011 to 4 December for all services except European International Delivery, which is measured during the period 1 October 2011 to 5 December 2011. The final results for European International Delivery are not yet available but this service was ahead of its target during October and November, according to preliminary results. The Quarter 3 report is available at: http://www.royalmailgroup.com/sites/def ... 011-12.pdf" onclick="window.open(this.href);return false;

2. Royal Mail’s Quality of Service is measured independently by TNS-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 TNS-Research International. This latest report is based on more than 245,000 sample letters, parcels and packets sent to nearly 5,800 addresses.

Ends
Issued by Royal Mail: 020 7250 2468 (24 hours)
100 Victoria Embankment
LONDON
EC4Y 0HQ
http://www.royalmail.com" onclick="window.open(this.href);return false;

[Lounge Lizard]

"Royal Mail narrowly missed its First Class stamped mail target in the months leading up to Christmas but Second Class mail hit its quality target." - Surely the reason Second Class did better than First Class is that in the run up to Christmas much of it isn't segregated.

[TrueBlueTerrier]

Post Codes under target are:

AL - St Albans
BR - Bromley
CH - Chester and Deeside
CM - Chelmsford
CO - Colchester
CR - Croydon
CW - Crewe
E - London East
EN - Enfield
GU - Guilford
KT - Kingston Upon thames
L - Liverpool
LD - Llandrindod Wells
LL - North Wales
LU - Luton
ME - Maidstone
NP - Newport
NW - London North West
PA - Paisley
RH - Redhill
RO - Romford
SE - London South East
SG - Stevenage
SP - Salisbury
SR - Sunderland
SS - Southend on Sea
ST - Stoke on Trent
TA - Taunton
TW - Twickenham
WD - Watford.


Now what pops out at me is they seem to cluster around Mail Centres that have been "rationalised" or Post Codes that have Delivery Methods in. Also a heavy concentration in the South East as well.

[Red Robbo]

Post Codes under target are:

AL - St Albans
BR - Bromley
CH - Chester and Deeside
CM - Chelmsford
CO - Colchester
CR - Croydon
CW - Crewe
E - London East
EN - Enfield
GU - Guilford
KT - Kingston Upon thames
L - Liverpool
LD - Llandrindod Wells
LL - North Wales
LU - Luton
ME - Maidstone
NP - Newport
NW - London North West
PA - Paisley
RH - Redhill
RO - Romford
SE - London South East
SG - Stevenage
SP - Salisbury
SR - Sunderland
SS - Southend on Sea
ST - Stoke on Trent
TA - Taunton
TW - Twickenham
WD - Watford.


Now what pops out at me is they seem to cluster around Mail Centres that have been "rationalised" or Post Codes that have Delivery Methods in. Also a heavy concentration in the South East as well.

Trueblue, Newport is NP not NR, nice if you can change it

[TrueBlueTerrier]

Done - Can you tell I never went to the old style Royal Mail school when they had post code tests.