Quality of Service
We exceeded our regulatory Quality of Service target for Second Class mail in the 2019-20 financial year. But we missed our target for First Class mail.
- We delivered 92.6 per cent of First Class mail the next working day, against a target of 93 per cent.
- We delivered 98.8 per cent of Second Class mail within three working days against a target of 98.5 per cent.
Impact of coronavirus
Up until 15 March, we were meeting our First Class target with a performance of 93.0 per cent. We believe that we would have achieved our First Class target if our performance was adjusted to take into account the impact of coronavirus. We have asked Ofcom to take these issues into consideration.
- During the fourth quarter, our First Class performance was 93.2 per cent excluding the impact of coronavirus, but 91.6 per cent including it.
- 105 of our 118 postcode areas met or exceeded their targets over the year. We believe all 118 were within the target range when we exclude the impact of coronavirus.
Chief operating officer, Achim Dünnwald, said: ‘We are disappointed that we missed our annual regulatory First Class target. This was the result of the coronavirus crisis that took a heavy toll on our performance during the year.
‘Royal Mail has one of the highest Quality of Service specifications of any major European country and our postmen and women work extremely hard to deliver demanding targets.’
Here are our top performing postcode areas for First Class mail:
- CA Carlisle 95.7
- PR Preston 94.9
- HG Harrogate 94.8
- DY Dudley 94.8
- BR Bromley 94.5
- DG Dumfries 94.4
- BH Bournemouth 94.3
- SL Slough 94.2
- BL Bolton 94.2
- S Sheffield 94.2
- WC West Central 94.2
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