Staying competitive

We need to keep our customers happy. That’s how we’ll retain and win business, and stay ahead of the competition.

At the heart of our agreement with CWU is delivering a great service.

We need to continue to develop products and services that our customers want, so we asked some of our longstanding customers what they value about Royal Mail and what we could do better.

Today we speak to James Doyle from Marks & Spencer, who said: ‘From a corporate perspective, we feel quite assured that we know when we give Royal Mail large volumes of traffic it will get delivered.

‘Royal Mail is actually very good at managing big portions of data.’

We’ve made big investments to improve the technology we use every day. It’s essential to stay competitive and give our customers what they want. James told us about the impact of our technology and where we could do even more.

‘It’s crucially important that we have good tracking with all of our carriers, said James. ‘Royal Mail do sit towards the end of that bracket. They provide some good detail and more recently some of the developments that we’ve had around the predictive window for delivery.’

Knowing what our customers value and where we need to improve is vital for us to grow.

‘I think everyone’s got to look at the customer and I think we’re seeing a lot of that from Royal Mail at the moment,’ said James. ‘They do a fair job for a fair price.’

Watch our video below to hear what our customers have to say about us.