Quality of Service

Our latest Quality of Service report for First and Second Class USO mail reveals that we exceeded our regulatory Quality of Service target for Second Class mail in the 2018-19 financial year. But we missed our target for First Class mail.

We delivered 91.5% of First Class mail the next working day against a target of 93%. We delivered 92.0% of First Class mail the next working day in the fourth quarter of the year.

98.6% of Second Class mail was delivered within three working days against a target of 98.5%. We delivered 98.9% of Second Class mail within three working days in the fourth quarter of the year.

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.

Paul O’Keefe, director of quality and customer, said: ‘We are disappointed that we missed our annual target for First Class mail again in 2018-19. We take our Quality of Service requirements very seriously. This year it’s vitally important that we continue working together across the pipeline to drive up quality.

‘Everyone can help improve this by focusing on safe and on-time delivery of each and every letter and parcel.’