MRM.COM : Royal Mail is under increasing pressure from competitors in the eyes of our customers, making it increasingly important we improve our QoS

[POSTMAN]

https://www.myroyalmail.com/news/2021/02/raise-our-game

Raise our game : New insight demonstrates our competitors are closing in

Royal Mail is under increasing pressure from competitors in the eyes of our customers, making it increasingly important we improve our Quality of Service, writes Paul Smith.

Recent insight from customers shows that we’re facing stiff competition from Amazon Logistics to be the most trusted delivery company in the eyes of customers when it comes to parcels.

Over the years, we’ve consistently ranked in top spot. However, since May last year, we’ve been neck and neck with Amazon Logistics – and they’ve pipped us on at least four different months.

Chief commercial officer, Nick Landon, says: ‘We talk about being the most trusted delivery company. We want to own trust at the doorstep. If the recent trends carry on we could lose our title of being the most trusted – and we absolutely don’t want that.’

Our Quality of Service scores fell over Christmas – when we were really busy – and we ended the last quarter in sixth place when it comes to business’ net promoter scores. Traditionally we have enjoyed top spot. That now belongs to DPD Local.

And over the last few months, more customers are suggesting they are willing to switch away from Royal Mail.

‘It underlines the need to deliver great Quality of Service every day. We need to complete all delivery rounds every day. If it’s not possible, it must be covered the next day,’ adds Nick.

‘If we don’t, we’ll see more customers switching their business away from us to our competitors.’

[oypostie]

I think management need to start looking in the mirror. The appalling service standards of the last few months and especially Christmas weren't down to decisions made by postman but by people much higher up who have put profit before service and are now seeing the consequences

[woody38]

Update the tracking system, all the other companies provide details off where the parcel was delivered to with a gps on the website. RM did try it for a short time then it went away.

[noggin1969]

No

[fb1969]

"‘It underlines the need to deliver great Quality of Service every day. We need to complete all delivery rounds every day. If it’s not possible, it must be covered the next day,’ adds Nick."

So it is as simple as that! Obviously no virus exists in Nick's wonderful world, obviously he hasn't had any problems with anything up to 50% of the workforce being off at the same time (actually the highest in our office was 60% off one day). Also nothing to do with part timers contracts not reflecting the number of hours that are needed to the job, and the number of hours that RM EXPECT them to do.

An amazing head up your own backside point of view. Maybe Nick should visit a DO unannounced and see what goes on in the real world!

[poisonpostie]

How can amazon be top for quality, when there idea of a good service is to dump your parcel on the doorstep and go away without even pressing your doorbell(which i have had two stolen)great company for everything but way behind us for delivery service.

[Zicomurphy]

"‘It underlines the need to deliver great Quality of Service every day. We need to complete all delivery rounds every day. If it’s not possible, it must be covered the next day,’ adds Nick."

So it is as simple as that! Obviously no virus exists in Nick's wonderful world, obviously he hasn't had any problems with anything up to 50% of the workforce being off at the same time (actually the highest in our office was 60% off one day). Also nothing to do with part timers contracts not reflecting the number of hours that are needed to the job, and the number of hours that RM EXPECT them to do.

An amazing head up your own backside point of view. Maybe Nick should visit a DO unannounced and see what goes on in the real world!

It’s not even just due to sick levels due to covid. Very little sick in my office at the moment but still walks left in everyday. The issues are more to do with understaffing and management being quite happy to lapse duties as long as specials and tracked get delivered. Plenty of people would be happy to cover the walks on overtime but they just refuse to spend the money. It’s been that way for most of the last 12 months and has blatantly been a deliberate policy and this against a background of predicted profits of 500 million this year.

The walk I live on is only being delivered on alternate days at the moment. It’s my wife’s birthday today and she reckons she’s missing at least 4 or 5 cards she would normally get. I just told her they are probably sat in the frame at work and if she’s lucky they might bother to deliver them tomorrow.

This is the same company who used to threaten you with losing your job through wilful delay if you left a single item in the office. How times change.

[Zicomurphy]

How can amazon be top for quality, when there idea of a good service is to dump your parcel on the doorstep and go away without even pressing your doorbell(which i have had two stolen)great company for everything but way behind us for delivery service.

Depends how you judge quality. I’ve ordered loads of stuff using Amazon Prime over the last few years. Not once has it not arrived the next day, sometimes even on the same day. If I want something in a hurry I would trust Amazon 100% to deliver when it says it will. I couldn’t say the same about Royal Mail.

[Marshamp11]

How can amazon be top for quality, when there idea of a good service is to dump your parcel on the doorstep and go away without even pressing your doorbell(which i have had two stolen)great company for everything but way behind us for delivery service.

Depends how you judge quality. I’ve ordered loads of stuff using Amazon Prime over the last few years. Not once has it not arrived the next day, sometimes even on the same day. If I want something in a hurry I would trust Amazon 100% to deliver when it says it will. I couldn’t say the same about Royal Mail.

So what do you order direct from Royal Mail?

[Zicomurphy]

How can amazon be top for quality, when there idea of a good service is to dump your parcel on the doorstep and go away without even pressing your doorbell(which i have had two stolen)great company for everything but way behind us for delivery service.

Depends how you judge quality. I’ve ordered loads of stuff using Amazon Prime over the last few years. Not once has it not arrived the next day, sometimes even on the same day. If I want something in a hurry I would trust Amazon 100% to deliver when it says it will. I couldn’t say the same about Royal Mail.

So what do you order direct from Royal Mail?

Obviously nothing. I’m comparing Amazon logistics as a delivery company to Royal Mail as a delivery company. If I order an item from Amazon I know it will arrive next day because they are using their own delivery network. If I order an item from an online retailer that uses Royal Mail I know that even if it’s dispatched the same day and sent first class it might well not arrive the next day.

[poisonpostie]

I get your point but its not true at the moment ,i have a prime account and yes things used to come the next day but they generally don't at the moment so i do feel i am not getting what i paid for, it might be the area i live in who knows.

[postslippete]

‘It underlines the need to deliver great Quality of Service every day. We need to complete all delivery rounds every day. If it’s not possible, it must be covered the next day,’ adds Nick.

So what are the repercussions of failing a delivery round for the day?


I only ask because we now have excess cannon fodder (agency staff) to do this work when we get back and yet there are still deliveries left in frames.

[Acca Dacca]

Until all the other 'competitors' deliver letters as well stop comparing us - we are unique in what we do.