Royal Mail’s Quality of Service report for the financial year 2018-2019, published today, reveals it has exceeded its regulatory Second Class mail target of 98.5 per cent, with 98.6 per cent of this mail delivered within three working days.
The Company also missed its annual regulatory target for First Class mail, delivering 91.5 % the next working day, against a target of 93.0 %.
During the fourth quarter of the year, Royal Mail exceeded its quarterly target for Second Class mail, with a performance of 98.9 %. In the same quarter, the Company missed its quarterly Quality of Service target for First Class mail with a performance of 92.0 %.
For 2018-19, at an individual postcode level, 75 of 118 postcode areas met or exceeded their targets over the year.
Royal Mail is the only UK mail delivery company required to publish Quality of Service performance against delivery targets every quarter. It has one of the highest Quality of Service specifications of any major European country.
Paul O’Keefe, director of quality and customer, Royal Mail said: “We are disappointed that we missed our annual regulatory First Class target. Our postmen and women work extremely hard to deliver the mail six days a week in all weather. We are committed to delivering high standards of service to all our customers across the UK.”
Royal Mail’s Quality of Service is measured by Kantar, an independent market research company.