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Royal Mail today issues its Universal Service Obligation (USO) Quality of Service report for First and Second Class mail for Q1 2024-25.
Over the quarter from 1st April to 30th June 2024, Royal Mail delivered 94.1% of Second Class mail within three working days and 79.1% of First Class mail within one working day.
Year-on-year, First Class quality of service increased by 4.5%. In Q1 93.5% of First Class letters arrived within two days, compared to 91.6% during the same period in 2023.
Considerable action has been taken to continue to improve quality of service for First and Second class letters and parcels. Increased recruitment of permanent employees, new initiatives to reduce sick absence and improve retention, and the deployment of a Quality Control Centre to manage disruption are all contributing to improvements in reliability and quality of service.
In addition, we continue to modernise our business to adapt to the declining volumes of letters and growing demands for larger parcels and next day deliveries. This has included removing half of domestic flights this year. More mail is now being transported by road which is more reliable, has greater capacity for growing numbers of parcels, and is better for the environment.
Royal Mail Chief Operating Officer, Alistair Cochrane, said: “Delivering a high quality of service continues to be our top priority and I am pleased this ongoing focus has ensured improvements across the quarter.
“We know there is more to do and will continue on this path, enacting steady changes to our operational model to bring long-term improvements to our quality of service.”
