Competitor watch

The speed of delivery is becoming increasingly important for customers. That’s why many of Royal Mail’s competitors are innovating at pace.

The growth of ‘night owl’ shopping has increased the pressure on Next Day delivery. That’s where we are aiming to grow our UK business with our Journey 2024 strategy.

But our pace of change has slowed.

Val Walker, strategic insight manager, appears on this week’s RMtv Now to discuss the latest from the industry.

‘The main areas of innovation have been around delivery and the returns experience and improving that for customers,’ she said. ‘Things like the speed of communication around delivery and in-flight redirections. Also, first-time delivery success and ease of booking deliveries and returns. A successful app is key to all of this.

‘Innovation is essential. Other areas that people are looking at include alternative delivery points – increasing the options for customers to have parcels delivered.

‘For example, more of our carrier competitors are signing up to Collect Plus, the third-party parcel distribution network. FedEx have signed up to that in addition to eBay and DHL and others. So that's a key area.’

Hear from Val on this week’s RMtv Now, available on Content on Demand.