Royal Mail: Quality of service figures released (UK)

Royal Mail reports that the quality of service for the pre-Christmas period, dipped down sharply through the impact of last year’s strike action.

For April to September, the average figures had been 81pct for 1st class (target 93 pct) and 96 pct for second class (target 98.5 pct).

However, the postal dispute (and based on figures from early September to the beginning of December) created a fall of around 80pct for 1st class and 91.4 pct for second class.

Royal Mail said it was “In contrast to the target-beating performance being delivered across almost every aspect of Royal Mail’s service before last year’s strike.”

Ninian Wilson, Royal Mail’s Operations Director, said: “With the strike behind us and a wide-ranging agreement on modernisation in place, we are now focused on delivering once again consistent, high quality of service to all our customers.”

Millie Banerjee, Chair of Postwatch, commenting on Royal Mail’s performance said: “Royal Mail is having a difficult year. It has let customers down and driven many of them into using alternative means of communicating. It is doubtful that those customers who moved away from mail will return.

“Even after the strike was over the company failed to meet customer expectations at Christmas. This is the busiest posting time for households and with more and more deliveries from internet shopping an opportunity to rebuild a tarnished brand was squandered.

“Unfortunately we may look back at 2007/08 as the pivotal year in the decline of the Royal Mail unless it can reinvent itself and show it cares about its customers.”

Steve Lawson, editor of Hellmail.co.uk said: “Royal Mail cannot afford to lose further business through any renewal of strike action. Whilst change may be deeply unpopular, there is simply no choice if the business is to survive and sustain jobs.”

Royal Mail reports that the quality of service for the pre-Christmas period, dipped down sharply through the impact of last year’s strike action.

For April to September, the average figures had been 81pct for 1st class (target 93 pct) and 96 pct for second class (target 98.5 pct).

However, the postal dispute (and based on figures from early September to the beginning of December) created a fall of around 80pct for 1st class and 91.4 pct for second class.

Royal Mail said it was “In contrast to the target-beating performance being delivered across almost every aspect of Royal Mail’s service before last year’s strike.”

Ninian Wilson, Royal Mail’s Operations Director, said: “With the strike behind us and a wide-ranging agreement on modernisation in place, we are now focused on delivering once again consistent, high quality of service to all our customers.”

Millie Banerjee, Chair of Postwatch, commenting on Royal Mail’s performance said: “Royal Mail is having a difficult year. It has let customers down and driven many of them into using alternative means of communicating. It is doubtful that those customers who moved away from mail will return.

“Even after the strike was over the company failed to meet customer expectations at Christmas. This is the busiest posting time for households and with more and more deliveries from internet shopping an opportunity to rebuild a tarnished brand was squandered.

“Unfortunately we may look back at 2007/08 as the pivotal year in the decline of the Royal Mail unless it can reinvent itself and show it cares about its customers.”

Steve Lawson, editor of Hellmail.co.uk said: “Royal Mail cannot afford to lose further business through any renewal of strike action. Whilst change may be deeply unpopular, there is simply no choice if the business is to survive and sustain jobs.”