Royal Mail Quality of Service report – could do better

Second Class Mail has beaten its quality target for the first half of 2017/18 according to Royal Mail’s latest Quality of Service Report.

The postal operator stated that 98.8% of its Second Class mail was delivered within three working days. The target was 98.5%. The Quality of Service report is based on independent research.

Meanwhile, First Class Mail seems to be lagging behind its target in the six months to September. 92.9% of mail arrived on the next working day. Its target is 93%. In the second quarter of the year the delivery rate was 92.4%.

Royal Mail is unique among UK delivery companies in having to publish its Quality of Service Report. It also has the highest Quality of Service targets of any major EU country.

The latest quarterly report for 2017-18 covers the period from 26 June 2017 to 24 September 2017 and was published today on Royal Mail’s website at:

While 7.6% of First Class Mail delivered late sounds quite small, in terms of volumes this shows that many millions of pieces of mail fail to be delivered on time every week even in the face of quickly declining mail volumes. Royal Mail could do a better job…

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