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Royal Mail beats Quality of Service targets

Royal Mail beats Quality of Service targets

Royal Mail beat its 93.0 per cent First Class mail target for the financial year 2013-14 with 93.2 per cent of this mail delivered the next working day. It also exceeded its Second Class mail target of 98.5 per cent, delivering 98.9 per cent of this mail within three working days. Royal Mail has one of the highest service specifications of any major European country [1]

At an individual postcode area level, 114 of 118 postcodes met or exceeded their targets over the year.
Royal Mail also beat its targets during the fourth quarter of the year, delivering 93.4 per cent of First Class and 99.0 per cent of Second Class mail on time.
Royal Mail is the only UK mail delivery company required to publish Title: quality of service Description: Measurement of Royal Mail’s performance against the service targets set out in its licence. quality of service performance against delivery targets every quarter.
The results are published today in the latest Royal Mail Quality of Service report.

Royal Mail beat its 93.0 per cent First Class mail target with 93.2 per cent of this mail delivered the next working day. It also exceeded its Second Class mail target of 98.5 per cent, delivering 98.9 per cent of this mail within three working days. Royal Mail has one of the highest service specifications of any major European country [1].

Royal Mail is the only UK mail delivery company required to publish quality of service performance against delivery targets every quarter.

At an individual postcode area level, 114 of 118 [2] postcodes met or exceeded their targets over the year.

Royal Mail also beat its targets during the fourth quarter of the year, delivering 93.4 per cent of First Class and 99.0 per cent of Second Class mail on time.

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

Sue Whalley, Chief Operations Officer commented: “Our people have continued to deliver across the UK to a very high standard, against one of the highest service specifications of any major European country. Alongside a greater focus on customer service, we have continued to modernise our operations over this period in one of the biggest transformation projects in UK industry. I would like to thank our postmen and women for their ongoing commitment and dedication.”

[1] Germany, France, Spain and Italy

[2] Minimum standard for First Class stamped and meter franked mail of 91.5%

For further information contact:

Candice Macdonald Head of Corporate Media Relations Royal Mail Group 020 7449 8261 07436 267324
candice.macdonald@royalmail.com

Notes to Editors
1. The latest quarterly report for the 2013-14 financial year covers the period from1st January 2014 to 30th March 2014 for all services.
2. 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 2013-14 financial year, TNS measured quality of service by sending more than690,000 sample letters and parcels to more than6,500 addresses.
3. 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.
- See more at: http://www.royalmailgroup.com/media/press-releases/royal-mail-beats-quality-service-targets#sthash.2V0cJxmT.dpuf


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