Quality of Service15 May 2023 15:22
Today we announced our Universal Service Obligation (USO) full year Quality of Service report for 2022-23 for First and Second Class mail.
To 26 March 2023, Royal Mail delivered 90.7% of Second Class Mail within three working days (95.2% adjusted for the impact of strike action) and 73.7% of First Class within one working day (81.5% adjusted).
In the fourth quarter of the year, 94.5% of Second Class mail was delivered within three working days and 78.9% of First Class was delivered within one working day.
This does represent an improvement in Quality of Service from last quarter, but there is still a lot of work to do to get us back to where need to be - the UK’s first-choice delivery service.
Our full year Quality of Service result was materially impacted by the long-running industrial dispute including 18 days of strike action.
But we now need to look forward: restoring our service to the high standards our customers expect is our top priority.
The proposed agreement with the CWU will allow us to work together to reduce absence, equalise workload and, as a result, improve Quality of Service.
But to make our story a successful one, we need to aim for nothing less than great quality as our goal.
Quality is a process as much as it is a destination. Quality is about always putting the customer first and delivering on what we promise – by scanning, clearing and delivering every day – come what may.
That level of unparalleled quality is how we will grow revenue and the business.
I want to extend my thanks to you and your teams for all your hard work over the past year. I know it was a challenging time – for everyone.
But I also want to stress that we now need to continue to focus on restoring the high standards our customers expect from us.
We cannot take our eyes off that prize and indeed we must now accelerate towards it.
I look forward to sharing many successes and triumphs with you over the coming year and leaving the challenges of the past year behind.
Let’s put Royal Mail quality not just back on the map, but right at the centre of it.
Thank you,
Grant McPherson
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