UK Royal Mail – not a 1st class Christmas performance
On 29 November 2004 Postwatch recommended to customers that they use 2nd
class stamps at Christmas because the 1st class service performance had
dipped significantly in the previous two years to less than 70 per cent
delivered next working day. At the time we called upon Royal Mail to publish
its Christmas performance levels so that customers would be able to make an
informed purchase.
In response, a leading London law firm instructed by Royal Mail wrote to
Postwatch saying that its actions were unlawful and actionable. Throughout
Postwatch maintained that customers have the right to information that
allows them to make informed choices. Postwatch stands by its view that in
the lead up to Christmas, Royal Mail’s1st class service performance dips
signicantly, whilst that of it’s 2nd class service does not to anywhere like
the same extent.
Royal Mail has now published on its website (www.royalmailgroup.com )
performance figures for the 2004 Christmas period. In line with previous
years these show that the 1st class performance over the Christmas period
was 66.1 per cent delivered next day (compared with a target of 92.5 per
cent). 2nd class performance was 93.9 per cent delivered within 3 days
(compared with a target of 98.5 per cent).
Commenting on Royal Mail’s Christmas performance, Peter Carr, Chairman of
Postwatch said: “The Royal Mail’s own performance statistics vindicate the
advice we gave customers. The value for money option at Christmas is to use
2nd class stamps at a saving of 7 pence per item.
“At 28p for a 1st class stamp, customers are buying a next day delivery
service. Customers have a right to know in advance that at Christmas more
than 30% of 1st class items will fail to arrive next day, compared with less
than 10% for the rest of the year.
Because Christmas cards are not time sensitive, the 2nd class (3 day
service) represents better value with 94% delivered on time.
“Postwatch will continue to provide accurate and timely advice to customers
on their use of mail services.”
NOTES TO EDITORS
1. For Christmas 2002, the 1st class performance was 68.9 per cent. For
Christmas 2003 it was 62.9 per cent.
2. The Christmas period is not included in the annual cumulative target.
More information: Contact Andy Frewin on 020 7259 1223 or 07900 263 004
Or Daryl Barrett on 020 7259 1239 or 079 00263 020
