UK Royal Mail’s Quality of Service targets
Royal Mail announced today that it had failed all of its 15 service targets for the first quarter (April-June 2004). This follows the company’s failure to meet any of its targets during 2003-04. Postcomm is concerned, but not surprised at Royal Mail’s performance of 88.3% against a target of 92.5%. First class deliveries in the first quarter (Q1) were worse than Q4 last year (89.4%) and worse than the 2004 annual outturn (90.1%). We know that the way Royal Mail implemented elements of its renewal plan, which affected the company’s performance in the last quarter, persisted into the beginning of this year. The service to customers was not acceptable and Royal Mail has begun paying out compensation for last year. We are already investigating Royal Mail’s failure to meet its service targets during the previous 12 months. That investigation could result in a financial penalty. The investigation will also take account of these latest failure figures.
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