‘Flying colours’

In the first three quarters of the 2019-20 financial year from 1 April 2019 to 1 December 2019, we exceeded our regulatory Quality of Service target for Second Class mail.

For First Class mail, we were within target range when allowing for the margin of error in sampling.

• We delivered 92.9% of First Class mail the next working day, against a target of 93%
• We delivered 98.8% of Second Class mail within three working days against a target of 98.5%

Press play to hear quality director, Roger Turvey, talk about how our Quality of Service results are testimony to the tremendous work of colleagues across the pipeline during what was a very busy Christmas period.

‘Being on target at this time of year or being so close to target is a real bonus,’ said Roger.

Royal Mail is the only postal operator in the UK required to publish quarterly Quality of Service reports, against delivery targets set and reviewed by the postal industry regulator Ofcom.

Royal Mail has among the highest service standards in Europe. We have demanding Quality of Service standards that we must meet in order to deliver the Universal Service obligation of collecting and delivering mail six days a week at a uniform price across the UK.