Quality of Service

Our latest Quality of Service report for First and Second Class USO mail reveals that we have exceeded the regulatory Second Class target for the first quarter of the financial year 2018-19.

We delivered 98.8% of mail within three working days against a target of 98.5%. We delivered 92.1% of First Class mail the next working day, against a target of 93% for the same period.

We are the only UK mail delivery company required to publish Quality of Service performance against delivery targets every quarter. We have one of the highest Quality of Service specifications of any major European country.

Sue Whalley, CEO Post & Parcels UK, Royal Mail said: ‘Royal Mail operates under some of the most demanding Quality of Service standards in the whole of Europe.

‘We’re disappointed with current performance. We are focusing on maintaining our high levels of customer satisfaction. That includes innovation like providing more email and SMS notifications to our customers and the ongoing trial of parcel postboxes.’