Royal Mail improves but misses half its service targets

Royal Mail is today expected to publish quarterly figures showing that it is still failing to
achieve the minimum performance standard for over half its service targets including first
class mail.
Although performance for first class mail improved slightly in the first quarter, Postwatch
is concerned that having failed 80% of its performance targets last year, Royal Mail is still
falling below the minimum acceptable standard for nine of it’s fifteen services so early in
the year.
Meanwhile, the regulator Postcomm, which sets the targets, is currently considering what
action it will take as a result of last year’s poor performance.
Commenting on the results. Peter Carr Chairman of Postwatch said; “It is welcome news
that first class delivery has improved, but this service is still underperforming and over a
million first class letters a day still do not reach their destination the next day.
“Royal Mail’s targets are a minimum standard. Customers deserve more. We know that
the regulator, like Postwatch, is concerned when customers receive a less than
satisfactory service.
“Last year Royal Mail failed most of its delivery targets and early signs suggest this trend
is continuing.
“With the likelihood of a major postal strike drawing ever closer, it is once again
customers who are losing out. Royal Mail is likely to struggle to meet the majority of its
targets this year even without a strike. Major disruptions to services will make this even
worse.”
-ENDS-
Notes to Editors:
1. Royal Mail publishes quarterly performance figures against delivery standards set
out in its licence.
2. More information on Postwatch can be found at www.postwatch.co.uk
3. Royal Mail has performance targets for fifteen different services. It is currently
underperforming for 1st class mail, 1st and 2nd class Postage Paid Impression, 1st
and 2d class Response Services, Mailsort 2, Pressstream 2 and individual
postcode floor targets.
4. The postcode area that performed the best for delivery of 1st class mail the next
working day was Sheffield. The worst postcode area was South West London.
Top and bottom 20 postcode areas are in the table below.
Top 20 performing postcode areas April-June 2003
Percentage of 1st class mail delivered next working day
Place Postcode area %
1. S Sheffield 96.9
2. HD Huddersfield 96.8
3. DG Dumfries 96.2
4/5. AB Aberdeen 96.1
4/5. NG Nottingham 96.1
6/7. LN Lincoln 95.8
6/7. KA Kilmarnock 95.8
8. HU Hull 95.5
9. KT Kingston Upon Thames 95.4
10/11/12 SO Southampton 95.2
10/11/12 DN Doncaster 95.2
10/11/12. BD Bradford 95.2
13. CR Croydon 95.1
14/15/16. KY Kirkcaldy 94.7
14/15/16. UB Uxbridge 94.7
14/15/16. ME Maidstone 94.7
17. PO Portsmouth 94.4
18/19. HR Hereford 94.3
18/19. G Glasgow 94.3
20 DL Darlington 94.2
Bottom 20 performing postcodes April-June 2003
Percentage of first class mail delivered next working day
Place Postcode area %
1. SW South West London 87.5
2. W West London 87.5
3. SY Shrewsbury & Mid Wales 87.9
4. NE Newcastle 88.3
5. DY Dudley 88.5
6. ST Stoke-on-Trent 88.7
7. SK Stockport 88.8
8/9. TF Telford 88.9
8/9. WS Walsall 88.9
10/11 NR Norwich 89.0
10/11. BA Bath 89.0
12. WA Warrington 89.1
13. BS Bristol 89.4
14. LU Luton 89.5
15/16. CM Chelmsford 89.8
15/16. WV Wolverhampton 89.8
17/18. DA Dartford 90.0
17/18. SS Southend-on-sea 90.0
19/20. LD Llandrindod Wells 90.1
19/20. CO Colchester 90.1