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Royal Mail Quality of Service targets hit for 2nd quarter of 2019-20 financial year

By Chris Dawson November 18, 2019 - 10:00 am

Royal Mail have hit their Quarterly target for both 1st Class and 2nd Class on-time mail delivery Quality of Service targets for the second quarter in a row. Royal Mail Quality of Service targets being achieved is significant and for the previous seven quarters they had missed the target.

This means that during the first half of the year, Royal Mail Quality of Service targets for First Class mail (93.0% for next working day delivery) were surpassed with a performance of 93.3%. Similarly, Royal Mail also passed its target for Second Class mail (98.5% for delivery within three working days), with a performance of 98.8%. The figures for the quarter were 93.30% and 98.80% respectively.

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

“We are delighted to have exceeded both our First Class and Second Class Quality of Service regulatory targets for the first half of the financial year. Our postmen and women work extremely hard to deliver high standards of service every day to all our customers across the UK.”
– Roger Turvey, National Quality and Customer Director, Royal Mail

The next quarter will be challenging for Royal Mail. Although Royal Mail is exempt from performance targets during December, to reflect the volume of pre-Christmas deliveries, they will still have to contend with the fall out from the CWU who were hoping to call strikes. Royal Mail won an Interim injunction in the High Court declaring the strike ballot as invalid due to irregularities involving Posties intercepting their voting forms and filling them out together in depots rather than the privacy of their own homes. It will be no surprise to see Posties working to rule, refusing overtime, accepting as much mail as possible into the network and then processing it as slowly as possible in order to clog the entire network up.

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