Royal Mail exceeds some targets, misses others
93.4% of First Class mail was delivered the next working day against a target of 93% and 99% of second class mail was delivered within three working days, against a target of 98.5%. However Royal Mail missed their target of delivering 99% of Special Delivery as promised by 0.7%, only delivering 98.3% on time.
Sadly the Royal Mail report doesn’t include any information on services such as Royal Mail Tracked or other parcel services. Perhaps when/if they’re privatised they’ll start revealing these figures as well.
In the first quarter of the current financial year Royal Mail paid out £1,002,767 in compensation, the vast majority of which (£711,133) was for 55,793 lost items. 55,793 sounds like a lot of missing post but, bearing in mind that Royal Mail deliver some 80 million items per day, lost items Royal Mail paid compensation for only amount to a tiny 0.00077% of items delivered.
Considering the sheer volume of business mail “55,793 sounds like a lot of missing post” is a lot when you consider business services are either uninsured, excluded from any insurance due to what is in the parcel or not cost effective to claim due to the sheer volume of paperwork required for a book of stamps… then I shall be taking these figures with a bucket of salt, oh and “delivery” as far as RM are concerned only counts for the first delivery “attempt”. A more accurate figure would be the number of items of mail returned to sender or auctioned off…
“bearing in mind that Royal Mail deliver some 80 million items per day, lost items Royal Mail paid compensation for only amount to a tiny 0.00077% of items delivered”
also bear in mind the tens of thousands of items not claimed as lost or damaged from those that just don’t bother claiming, because royal mail give you the run around until your worn out, its often easier and more profitable just swallowing the loss
Royal Mail paid out £1,002,767 in compensation, the vast majority of which (£711,133) was for 55,793 lost items
Is this for all mail or just their standard 1st and 2nd class mail?
Interesting that 2nd class has a much better chance of arriving!
Also with regards to the compensation business customers using PPI can no longer claim for missing or damaged items, this I would imagine would account for a high percentage of items sent through RM post, therefore that figure would be very low.
Stuart is absolutely right. OBA Businesses can’t claim, so RM don’t actually know how much is lost. This is particularly true since OBA businesses probably account for the vast majority of lost mail.
To be fair, my experience of Royal Mail is that they are much better than their reputation. I’d say I lose about 1 in 1000 domestically.
Incidentally, RM supply me with mail bags for my shipments, and you’d be amazed how often I find bags not emptied properly with other people’s mail still inside them.
What I would really like to know is where the missing mail goes. It should be returned if not delivered, but the number of items coming back has fallen dramatically. Since evertything I ship has a despatch note inside the package with my address, any lost item should be returned, even in the unlikely event they manage to remove both the post label and the stamp in handling.
“hat I would really like to know is where the missing mail goes”
One of 2 places:
1) It’s not actually lost and your customer has it
2) Royal Mail have auctioned it off for profit
“Since evertything I ship has a despatch note inside the package with my address”
They don’t bother opening mail, if it isn’t immediately clear where to return it to it will not get back to you. Returns address on the main shipping label is a must if you do not already do so.
It is worth adding that on average we find it takes royal mail somewhere between 30 days and 3 months to return the average undelivered item of mail. As far as INR claims, we find a reasonable amount of these do end up being returned to us at some point down the line albeit with the usual “not called for” box ticked.
As Stuart says, these figures don’t include business customers using PPI as we can no longer claim compensation on those contracts.
I’d be really happy if RM only lost 0.00077% of our parcels instead of around 1%.
Also, we’ve had more lost parcels so far in 2013 than we have had in total for any of the previous 8 years.
I have noticed a huge drop in RM returns of late along with a huge rise in lost items. I just don’t know how you can catch thieves in RM if you don’t monitor lost mail from businesses.
I am afraid no longer does anyone at RM care about business customers, I keep banging on about it but no one listens but we receive ZERO service on every level at RM for our account and we spend £250k a year with them across their services.
Re; the vast majority of which (£711,133) was for 55,793 lost items….
At £12.74p per item I assume these were sent by recorded/tracked post.
The % that did not deliver on time, was our post….