• Royal Mail delivered 91.8 per cent of First Class mail the next working day against a target of 93 per cent over the six months leading to 23 September 2018. 91.3 per cent of First Class mail was delivered the next working day in the second quarter of the year
• The results are published today in the latest Royal Mail Quality of Service report. It reports progress towards the regulated Quality of Service targets, which are measured over the full 12 month period

Royal Mail’s Quality of Service report for the first half of the 2018-2019 financial year 1 reveals it has exceeded its regulatory Second Class mail target of 98.5 per cent. The Company delivered 98.7 per cent of this mail within three working days over this period, according to independent research2. 98.6 per cent of Second Class mail was delivered within three working days, for the second quarter of the year.

Royal Mail delivered 91.8 per cent of First Class mail the next working day against a target of 93 per cent over the six months leading to 23 September 2018. 91.3 per cent of First Class mail was delivered the next working day in the second quarter of the year.

Royal Mail is the only UK mail delivery company required to publish Quality of Service performance against delivery targets every quarter and has one of the highest Quality of Service specifications of any major European country3.

Shane O'Riordain, Director of Regulation and Corporate Affairs, Royal Mail said: “Royal Mail operates under some of the most demanding Quality of Service standards in the whole of Europe. It’s disappointing that our performance is not where it should be. We remain focused on delivering high levels of customer satisfaction to our customers while introducing more innovation into our post and parcel delivery services.”

Royal Mail’s Quality of Service is measured by Kantar TNS, an independent market research company2.

The latest independent report on performance for the second quarter of the year was published today on Royal Mail’s website at:

https://www.royalmailgroup.com/en/about-us/regulation/quality-of-service/  

Source: Royal Mail