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
2007-08 Quality of service
Figures released by Royal Mail confirm that, as previously announced, industrial action last year damaged services for postal customers. However the 2007-08 Quality of Service report also shows that the large majority of mail, including all bulk business mail, was performing at target or above target levels as the financial year ended in March 2008.
Ninian Wilson, Royal Mail's Operations Director, said, "The immediate objective for everyone working in the business is to deliver further improvements in Quality of Service to customers and restore the record levels seen before last year's dispute."
92.2% of First Class letters were delivered the working day after posting in the final Quarter of the year, compared to 79.3% in the third Quarter and 78.4% in the second Quarter, when industrial action first disrupted services. The dispute meant the full year First Class performance fell below target at 85.2%.
Download our quality of service results for the four quarter of 2007-08
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