Every door. Every time

Door to Door mail is as important as any other mail we deliver; it’s still an item of mail, even without a stamp or address.

Delivering Door to Door mail properly satisfies customers. Nesting, late deliveries, or delivering multiple copies causes many complaints.

Door to Door mail is an important Royal Mail product that accounts for a substantial contribution to our revenue each year. Our Door to Door mail customers trust us to deliver three billion unaddressed items every year, reaching up to 29 million households across the country.

We need to deliver on our Door to Door mail promises - this means delivering to every door, every time. By not doing this we fail to achieve our quality of service standards and our customers complain. This results in lost revenue through customers switching their Door to Door mail business to our competitors and Royal Mail having to pay compensation for undelivered items.

Door to Door mail is a valuable marketing tool for our customers:

• 92% of people read Door to Door mail delivered to their home.
• 67% of people are prompted to make a purchase as a result of receiving Door to Door mail.
• 90% of campaigns including Door to Door mail report an increase in customer acquisition compared to 59% for those without.
• Door to Door mail is retained in the home for an average of 38 days and 20% is shared with others in the household.
• Door to Door mail draws attention – people read and revisit door drops up to three times on average.

There are also colleagues who think that Door to Door mail is a flexible product, where delivery is optional. This is a misperception:

• Door to Door mail is a standard part of every delivery walk – it isn’t optional.
• Every item of mail we deliver is equally important to us and our customers.
• Customers pay for our Door to Door mail service, so it’s imperative that we deliver on our promises by always doing our best to deliver every item – no exceptions.
• We monitor Door to Door mail quality using the same team that monitors our addressed quality of service.

Door to Door mail is not a burden to our operations. Instead:

• Our walk distribution centres measure the items accurately – all Door to Door mail items are bundled exactly according to addresses covered  by each depot’s delivery walk, in time for the scheduled dispatch date
• If delivered to specification, there should be minimal failed delivery of Door to Door mail items – the only surplus should be where it has been impossible to deliver an item.

It’s important to remember that:

• Our customers pay for Door to Door mail – both to print the items and for us to deliver them. Discarding items is extremely wasteful – we’re effectively cheating our customers.
• We must never ignore or discard Door to Door mail items, but instead always do our best to deliver every item.
• Accurate records need to be kept of both actual and failed deliveries of Door to Door mail items.
• Only ‘failed delivery’ items should be returned to mail centres for recycling.

Delivering Door to Door mail properly is straightforward. Commit to dropping at every door, every time. And remember that just one mistake could lose a Door to Door mail contract!