Outstanding reliability

In November 2018, Royal Mail started piloting Predicted Day of Delivery (PDD) and Variable Windows (VW) features for recipient customers.

This pilot consisted of four groups of sending customers. We provided their recipient customers with improved information on their parcel deliveries. The good news for our delivery offices is that there is no operational change required to support these features as they are based solely on our current ways of working.

We are now pleased to confirm that we commenced our national rollout of the new Estimated Delivery Window (EDW) enhancement features on Monday 7 January. Deployment started with the account customers who were involved in the pilot in November/December. We plan to complete the rollout to all customers by the end of February.

Estimated Delivery Window pilot

In early 2018, Royal Mail introduced a four-hour EDW for Royal Mail Tracked 24 and Royal Mail Tracked 48 services to give customers more information about their deliveries and help them plan their day.

The next step in our journey was to improve this feature by providing PDD and VW when available. The Variable Windows range between two and four hours.

The purpose of the pilot was to understand customer perceptions and reactions after being provided with additional information about their parcel delivery.

We measured our delivery performance against the estimations we published to recipient customers, in addition to the feedback from our Customer Experience (CE) colleagues regarding the level of contact and complaints. This has helped to inform us about how we launch the new features to all customers nationally.