Delivering quality
How's our quality of service?
Introduction
We'd like to make sure you can always count on us for a fast, affordable, reliable service. Whether you're sending letters or packets by Royal Mail Special Delivery™, First or Second Class, we want to give you the highest quality service. But don't just take our word for it. An independent research company monitors our letter delivery results for each of the 121 postcode areas in the UK. See below for details on how this research works and to learn about how you could join the research panel.
How we measure Quality of Service
Research International is an independent market research agency, providing an accurate and unbiased measure of the delivery service Royal Mail provides to its customers. The service is measured using a large panel of business and private volunteers, spread throughout the UK. Panellists post test letters to each other and log the dates of posting and receipt via an Internet site. From this, a picture can be built up of the quality of service being offered to each postcode area and to the UK as a whole. The design of the survey takes a number of factors into account, and attempts to make it as representative as possible of the live daily flow of mail around the UK.
Interested in becoming a panellist on the Royal Mail surveys?
Taking part in the surveys is a very straightforward task. The postage costs of the test items are paid for and panellists are rewarded with a book of stamps each month, as well as entry into frequent prize draws. Research International are always looking for new people to join their surveys, ranging from individuals using stamped mail, small and medium businesses that use a meter franking machine or PPI licence, right through to large mailers posting Mailsort and Presstream items, as well as business using Response Services and Response Services Plus.
For more information on:
- Becoming a Stamped mail panellist, which will take you to a short questionnaire that will take no longer than 5 minutes to complete. Please select reference code RMWEB01 at the final question for administration purposes.
- Becoming a Meter franking panellist, which will take you to a short questionnaire that will take no longer than 5 minutes to complete. Please select reference code RMWEB01 at the final question for administration purposes.
- Becoming a PPI, Response Services, Response Services Plus, Mailsort or Presstream panellist, please drop an email to: rr@research-int.com
Our latest Quality of Service results
2008-09 Quality of Service
The vast majority of mail was delivered at or ahead of target last autumn although First and Second Class stamped mail narrowly missed their targets by a fraction, according to Royal Mail's third quarter, independent quality of service report issued today. The latest monthly figures for January, however, show First and Second Class stamped mail well ahead of their targets.
The third quarter report showed that 92.9% of First Class mail arrived the next working day after posting, just below the 93.0% target. For Second Class, 98.4% arrived within the specified three working days compared to the 98.5% target.
Bulk First and Second Class business mail, Standard parcels, and European International Mail were delivered ahead of target, according to the third quarter report.
Mark Higson, Managing Director of Royal Mail's Letters business, said: "Our people across Royal Mail continue to focus intensely on delivering the best possible service to all our customers, large and small."
Download our quality of service results for the third quarter of 2008 – 09
Register
