Value for money

Customers have revealed their priorities in our latest Corporate Responsibility (CR) report.

We deliver high quality, value-for-money services for customers across the UK through Royal Mail and overseas through GLS. We offer services to suit every customer: consumers, sole traders, SMEs, large businesses and access operators.

We published our Corporate Responsibility Report for 2018-19 last week.

Key trends in e-commerce, click and collect and next-day delivery services are changing our mailbags. With that change comes different expectations from our customers. The CR report sets out the priorities our customers tell us are important to them, our customer satisfaction and Quality of Service performance, and outlines new initiatives and services we have launched throughout the year to ensure we remain easy to do business with for both consumer and business customers.

Did you know?

• We carried around 1.3 billion parcels and 13 billion letters within the UK in 2018-19. GLS handled around 634 million parcels
• We survey around 400 business customers and 3,000 consumers every month as part of our customer satisfaction research
• We launched new functionality from all Amazon Alexa enabled devices, allowing tracking Royal Mail deliveries by providing Alexa with your Royal Mail tracking number.

We introduced a new mobile app to help consumers to track their items from their smartphone

• We introduced ‘Labels to Go’ in Post Office branches allowing customers to use their mobile phones to print free returns labels
• GLS Poland received Data Group Consulting and Eurologistics Publishing’s prestigious Domestic Express Service customer satisfaction award, which is based on customer surveys of the scope and quality of logistics services

Our performance 2018-19

•  We successfully stopped a further 1.1 million items of scam mail from reaching our customers, taking the total to over 4.3 million since November 2016
• 79 per cent of business customers rate us as ‘easy to do business with’
• Our First Class Quality of Service performance for 2018-19 was 91.5 per cent, below our target to deliver 93 per cent of this mail the next working day. 

Key facts 2018-19

• Royal Mail Group operates in 44 countries and nation states around the world.
• 12,500 Post Office and Royal Mail customer service points across the UK

Find out more about our Corporate Responsibility Report here.