31 May 2013 Royal Mail Quality of Service

[TrueBlueTerrier]

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Royal Mail’s latest Quality of Service report reveals that the vast majority of mail was delivered in line with its targets in the financial year 2012/13. Royal Mail has one of the highest service specifications of any major European country

Royal Mail met its Second Class quality target in the 2012/13 financial year with 98.5 per cent of this mail delivered within three working days

Royal Mail narrowly missed the 93.0 per cent First Class mail target with 92.4 per cent of this mail delivered the next working day, when taking into account disruption from external events. The unadjusted figure was 91.7 per cent

The company beat its target for standard parcels, with 96.3 per cent delivered on time in 2012/13 versus a target of 90.0 per cent.

Parcels are a key part of Royal Mail’s business, and parcel volumes are increasing, fuelled by the growth in online shopping

The results are published today in the latest Royal Mail Quality of Service report, covering the fourth quarter of the financial year

Royal Mail’s latest Quality of Service report reveals that the vast majority of mail was delivered in line with its targets in the financial year 2012/13. The company met its Second Class mail quality targets in the 2012/13 financial year with 98.5 per cent delivered within three working days, according to independent research.

Standard retail parcels were ahead of the 90.0 per cent target of delivery within three working days with a 96.3 per cent performance.
Royal Mail narrowly missed the 93.0 per cent First Class mail target with 92.4 per cent of this mail delivered the next working day, when adjusted for significant disruption from two periods of prolonged severe weather and the effect of the London 2012 Olympic and Paralympic Games. Royal Mail highlighted the expected effect of the games before the commencement of London 2012. The unadjusted First Class figure was 91.7 per cent.

The performance was delivered as Royal Mail continues its huge modernisation programme, 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. It is a demanding process, with significant change for Royal Mail people.

Mark Higson, Managing Director of Operations and Modernisation, said: “Royal Mail’s postmen and women work extremely hard to deliver to some of the most demanding quality of service standards in Europe. Our modernisation involves substantial changes and we know there are areas where we need to improve our service and we are committed to doing this.

“In a recent survey, eight out of ten Royal Mail customers were pleased with the helpfulness of our postmen and women and it is particularly pleasing to see how well we have performed against the standard retail parcels target. With the continued growth of e-retail we recognise the importance of parcel delivery performance.”

The latest independent report on performance was published today on Royal Mail’s web site at http://www.royalmailgroup.com/customers ... -reports-1" onclick="window.open(this.href);return false;

For more information contact Tim Cowen on 07720412143

Notes to Editors

The latest quarterly report for the 2012-13 financial year covers the period from 2 January 2013 to 31 March 2013 for all services.
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. Over the 2012-13 financial year, TNS measured quality of service by sending more than 575,000 sample letters and parcels to more than 5,400 addresses.

Royal Mail’s First Class adjusted figure takes into account Force Majeure events. The most significant were severe flooding in summer 2012 in many parts of the UK, the London 2012 Olympic and Paralympic games, and prolonged severe winter weather in January, February and March 2013.

The figure were recorded against a background of significant levels of change within Royal Mail’s organisation – in the financial year 2012/13 nine mail centres closed, a new plant opened and revised delivery methods were deployed in 400 delivery offices. This period of transformation is one of the largest modernisation programmes in UK industry.

There are 121 Postcode Areas nationwide. All but three are set a minimum standard for First Class stamped and meter franked mail of 91.5%. The three exceptions are Shetland, Orkney and Hebrides because of their remoteness.

[RedBagMan]

Due to (probably) lack of WTLL ...

1) What's a "Yellow Pearl" ?
2) What's "Kaizen activity" ?
3) "Barcode Changes" ?