Royal Mail Quality of Service

[TrueBlueTerrier]

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Royal Mail Quality of Service

Royal Mail’s latest report reveals that it achieved its quality targets for First Class letters and parcels and was ahead of its Second Class target for this mail after the first three quarters of the 2013/14 financial year. Royal Mail has the highest service specification of any major European country (1)
Royal Mail delivered 93 per cent of First Class mail the next working day, against a target of 93 per cent. It beat its Second Class mail target, delivering 98.8 per cent within three working days, against a target of 98.5 per cent
Royal Mail’s Quality of Service performance at an individual postcode level is the company’s best at this stage since 2008/9 with 112 of 118 postcodes meeting or exceeding their targets over the three quarters
For the quarter, the target was exceeded for Second Class at 98.6 and narrowly behind First Class at 92.5. The cumulative performance remains ahead of target for Second Class and on target for First Class


(1) Germany, France, Spain and Italy

Royal Mail met its First Class letters and parcels quality target after the first three quarters of the 2013/14 financial year, according to independent research.

For First Class mail, the target of 93 per cent delivered the following working day was achieved.

The Second Class letters and parcels target was exceeded, with 98.8 per cent of this mail delivered within three working days, against a target of 98.5 per cent.

Meanwhile 112 of 118 individual postcode areas met or exceeded their Quality of Service targets over the period; the Royal Mail’s best performance on this measure at the Q3 stage since 2008/9.

The company also exceeded its Second Class target in the quarter, with 98.6 per cent of mail delivered within three working days, and was narrowly behind its First Class target at 92.5 per cent delivered the next working day. Its cumulative performance over the three quarters remained on target.

The performance was delivered as Royal Mail continues the modernisation programme across its network operations, one of the biggest transformations underway anywhere in UK industry. New technology and better equipment is being deployed nationwide and the working practices of postmen and women are changing to optimise the network for the increasing volume of parcels and declining volume of letters posted.

Download or view the latest independent Quality of Service Q3 report: http://www.royalmailgroup.com/customers ... ce-reports" onclick="window.open(this.href);return false; Opens in new window

Sue Whalley, Chief Operations Officer, commented: “The quality of our service to customers is key to our success. We are working hard to consistently improve our service performance. I’m pleased that we are meeting our target for First Class letters and parcels and beating our Second Class target.

“We are committed to maintaining these high standards of service for all of our customers – consumers and businesses in rural areas as well as towns and cities. Our postmen and women are delivering to one of the most challenging next-day performance targets in Europe while we are undertaking one of the UK’s biggest transformation projects.”


For further information please contact:

Tim Cowen
Director of Consumer and Business Media Relations
07720 412143
tim.cowen@royalmail.com

Notes to Editors
1. The performance report covers Quarter 3 (30th September 2013 to 1 December 2012) for all services. The Christmas period (Items posted from 2nd December to 31st December) is excluded from the full year measurement for quality of service for our regulated products, which reflects the change in volumes over the period.

2. Three Postcode Areas do not have a minimum First Class service standard set for them in view of their remoteness: Shetland, Orkney and Hebrides.

3. 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. This latest report is based on over 125,000 sample letters and parcels sent to over 6,600 addresses. For the year to date 515,000 letters and parcels have been sent to over 9,500 addresses.

[UnhappyGremlin]

They should be achieving their targets.
Especially considering the amount of pressure they put on staff.
Constantly moaned at about this in my unit.

Funny though, it doesn't get a look in when a manager decides to fail some mail.