Our full-year results have been warmly received by the national media, with wide coverage.
A number of papers covered the fact that parcels – fuelled by the growth in online retailing – are increasingly important to the business. Our chief exec Moya Greene told The Daily Mail: ‘More remains to be done, but I think we have made a lot of progress… online shopping is fuelling our parcel business.’
Across the organisation there's been lots of activity since the last employee survey. Here's just a taste of the improvements made thanks to your feedback.
Safety is our number one priority. This year we have campaigned hard to raise awareness of areas of particular risk. A significant amount of work has been done to reduce the number of dog attacks nationally. We have also taken action to reduce the number of slips and trips affecting our staff.
The results show we have continued to deliver the vast majority of the UK’s daily mailbag on time.
Independent research reveals we met virtually all of our stringent quality of service targets, which are the toughest in Europe, during the first three quarters of the financial year 2012/13.
During the first three quarters:
Customers must come first in everything we do. They can choose to take their business elsewhere.
We provide a high-quality service – hitting some of the toughest delivery targets anywhere.
However, as chief customer officer Mike Newnham explained, there are five key areas where we must do better for our customers. They account for 70% of complaints.
Our customer experience team is working closely with Operations to make improvements. Complaints about redeliveries, Redirections and getting proof of delivery are down.
In an increasingly crowded and competitive market, our people set our brand apart. A recent Ipsos MORI survey found that 82% of our customers were either ‘fairly satisfied' or ‘very satisfied' with the service we delivered. And the same percentage rated you as ‘helpful' – among the highest ratings for any company in the survey.
There aren't many businesses across the UK able to boast that 81% of its employees are seen as an important part of the local community.
Chief executive Moya Greene has paid tribute to the hard work and dedication of staff in a special RMTV programme on our 2011-12 financial results.
Moya said that good progress had been made in the last 12 months thanks to your efforts, but that there was still a lot of work to do.
She said she was proud of what you have achieved. This quarter you delivered some of the highest on-time performance stats we've ever had.
- Strategy is working, with progress on all fronts
- Parcels account for almost half our revenues
- Well placed to benefit from continued growth in online retailing
- UK parcel numbers increased 6%
- Parcels now account for almost half our revenues
- Well positioned to benefit from growth in online retailing.
Our priorities are changing as we diversify our business model in response to the changing mail market. Central to this are our parcels and marketing mail businesses.
While delivering the country's premier letters service is really important, the number of letters we handle fell a further 6%. The number of UK parcels we handle grew by the same amount.
