Quality of Service

We exceeded our regulatory Quality of Service target for Second Class mail in the first three quarters of the 2019-20 financial year.

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%

This covers the three quarters from 1 April 2019 to 1 December 2019.  

Roger Turvey, national quality and customer director, said: ‘This result is testimony to the hard work of colleagues across the pipeline during what was a very busy Christmas period.

‘If we can keep this momentum going, we will be able to meet our full year target for the first time in three years. Everyone can help by focusing on safe and on-time delivery of each and every letter and parcel.’

Here are our top 10 performing postcode areas for First Class mail, year to date:

Royal Mail’s Quality of Service is measured by Kantar, an independent market research company. The latest independent report on performance was published today on our website.