Quarterly Quality of Service Report to Ofcom and Consumer Focus

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1 Designated Universal Service Provider Conditions 5.5 & 5.7(a) Designated Universal Service Provider Condition 6 Consumer Protection Condition 1 Quarterly Quality of Service Report to Ofcom and Consumer Focus Quarter 4 Report

2 NATIONAL QUARTER 4 REPORT CONTENT PAGE Overview of Quality Of Service Performance - Quarter Table 1 Scheduled Service Standards & Standardised Measures 3 Actual Quarter and Cumulative Results Table 2 Postcode Area (PCA) First Class Stamped and Metered Delivered in PCA 4 8 Actual Quarter and Cumulative Results Table 3 Percentage of Deliveries By Latest Delivery Times 9 Actual Quarter and Cumulative Results Table 4 Percentage Of Street/POL Collections At Or After The Final Advertised Time Of Collection Plus Percentage Of Business Collections Made No Earlier Than The Collection Window Actual Quarter and Cumulative Results 10 Table 5 Downstream Access Products 11 Actual Quarter and Cumulative Results Table 6 DUSP Condition 6 Application of Complaints Handling Standards 12

3 OVERVIEW OF QUALITY OF SERVICE PERFORMANCE QUARTER 4 This report is produced in accordance with Designated Universal Service Provider (DUSP) Conditions 5.5, 5.7(a) and 6 and Consumer Protection (CP) Condition 1 under the general authorisation regime. In the quarter, the full-year Standards were achieved or exceeded for Retail First and Second Class, Bulk (business) Second and Third Class, Standard Parcels, European International Delivery, the USO Standard for Collections and the Standard for Correctly Delivered Mail. The results in the quarter for Bulk First, Special Delivery (Next Day), the geographical Standard for Delivered in the Postcode Areas and the USO Standard for Delivery were below the full-year requirement. These latest figures are the best national customer service performance since the summer of Over the financial year, Royal Mail narrowly missed its annual 93.0% First Class stamped and meter franked mail target with a 92.7% performance. Second Class stamped and meter franked mail beat its target with a 98.7% performance. Royal Mail s modernisation programme continued in quarter 4 as further major changes were implemented whilst delivering high levels of customer service and endeavouring to meet its quality targets (which are among the highest standards in Europe). Throughout the year, Royal Mail continued to constantly improve the way it introduces these changes to minimise the impact on customers whilst fully modernising 373 delivery offices, closing 4 old mail centres and opening 3 new ones. The summary for each quarter is shown overleaf. Notes: 1. The Annex s to CP condition 1 and DUSP condition 5 of the general authorisation scheme detail the 12 Scheduled Services and Standardised Measures. Each of the 12 (apart from Special Delivery) has four performance bands, with the consequences of performance in each band explained in the general authorisation scheme. 2. The Quarter 4 reporting period for all measures was 2 January March 2012 (12 weeks). 3. The Cumulative year to date period for all measures except European International Delivery was 21 March March 2012 (49 weeks). 4. The Cumulative year to date period for the European International Delivery measures was 1 April March There are some small changes to some of the results previously published for Quarters 1, 2 and 3. The quarterly numbers have been updated by the independent organisation which measures performance. 6. Special Delivery figures have been adjusted to account for an overstatement of performance due to an incorrect handling of manual entries where no time of delivery has been recorded. 7. PCA performance figures exclude results from any panellists situated in locations that are not scheduled to receive a daily delivery and/or collection as designated in the Directions listed in DUSP Results from these panellists are, however, included in the national results. 1

4 Scheduled Service or Standardised Measure Qtr 1 c/w Target Qtr 2 c/w Target Qtr 3 c/w Target Qtr 4 c/w Target Retail First Class Retail Second Class Bulk First Class Bulk Second Class Bulk Third Class Standard Parcels European International Delivery Special Delivery (Next Day) Postcode Area % Delivered -51/118-13/118-31/118-11/118 % Of Collection Points Served Each Day (USO) % Of Delivery Routes Completed Each Day (USO) % Of Items Correctly Delivered The following report details results for Quarter 4 against the CP condition 1 and DUSP condition 5 Scheduled Services and Standardised Measures. In addition, the general authorisation scheme requires Royal Mail to provide quarterly results against the following Non-Standardised Measures which do not have specificed targetry. These are associated: The percentage of deliveries in the UK which are made by the latest delivery times. The percentage of collections in the UK which are made from Post Office letter boxes and other social access points at or after the final advertised time of collection, plus the percentage of business collections made no earlier than the collection window. The percentage of Downstream Access products which are delivered on the first working day after receipt by Royal Mail. The report also includes, in accordance with DUSP 6, the quarterly statement on the application of the Complaints Handling Standards. 2

5 Table 1. Scheduled Service Standards & Standardised Measures Scheduled Service Standards & Standardised Measures Standard Standards Quarter 4 Quarter 4 Cumulative Cumulative % % 95% cl % 95% cl Grouping 1 (Retail First Class) / /- 0.1 Grouping 2 (Retail Second Class) / /- 0.1 Grouping 3 (Bulk First Class) / / st Class Postage Paid Impression / / st Class Response Services / /- 0.9 Mailsort / /- 1.6 Presstream / /- 0.6 Grouping 4 (Bulk Second Class) / / nd Class Postage Paid Impression / / nd Class Response Services / /- 0.6 Mailsort / /- 1.6 Presstream / /- 0.6 Grouping 5 (Bulk Third Class) / /- 0.9 Standard Retail Parcels / /- 0.3 European International Delivery / /- 0.4 Special Delivery # ## 98.2 ## Postcode Area Target % (Delivered) 91.5 (in 118/118) 107 of of 118 Percentage Of Collection Points Served Each Day Percentage Of Delivery Routes Completed Each Day Percentage Of Items Delivered Correctly / / Standard is full-year cumulative. 95% cl 95% confidence limit. # The result for Special Delivery is for all Special Delivery (Next Day) items. The Licence target is for Special Delivery (Next Day) other than when sold to users having an account with the licensee buying the service using their account. The Royal Mail measurement system is unable to separate the performance for account and non-account customers in this way. ## Product subject to continuous sampling (confidence limit inapplicable). 3

6 Table 2. Postcode Area (PCA) First Class Stamped and Metered Delivered In PCA Postcode Area Q1 C/L Q2 C/L Q3 C/L Q4 C/L Cumulative C/L AB Aberdeen / / / / /- 1.0 AL St Albans / / / / /- 1.3 B Birmingham / / / / /- 0.7 BA Bath / / / / /- 1.2 BB Blackburn & Burnley / / / / /- 1.0 BD Bradford / / / / /- 1.2 BH Bournemouth / / / / /- 1.1 BL Bolton / / / / /- 1.1 BN Brighton / / / / /- 0.9 BR Bromley / / / / /- 1.5 BS Bristol / / / / /- 1.0 BT Northern Ireland / / / / /- 0.8 CA Carlisle / / / / /- 1.0 CB Cambridge / / / / /- 1.2 CF Cardiff / / / / /- 1.0 CH Chester & Deeside / / / / /- 1.2 CM Chelmsford / / / / /- 1.1 CO Colchester / / / / /- 1.3 CR Croydon / / / / /- 1.3 CT Canterbury / / / / /- 1.2 CV Coventry & Warwickshire / / / / /- 1.1 CW Crewe / / / / /- 1.4 DA Dartford / / / / /- 1.3 DD Dundee / / / / /- 1.3 DE Derby / / / / /- 1.0 DG Dumfries / / / / /- 1.3 DH Durham / / / / /- 1.2 Areas below full-year target Areas meeting or exceeding full-year target Exempted from postcode area targets 4

7 Table 2 continued. Postcode Area (PCA) First Class Stamped and Metered Delivered In PCA Postcode Area Q1 C/L Q2 C/L Q3 C/L Q4 C/L Cumulative C/L DL Darlington / / / / /- 1.1 DN Doncaster / / / / /- 1.1 DT Dorchester / / / / /- 1.3 DY Dudley / / / / /- 1.2 E London East / / / / /- 1.2 EC City of London / / / / /- 1.5 EH Edinburgh / / / / /- 0.9 EN Enfield / / / / /- 1.4 EX Exeter / / / / /- 1.1 FK Falkirk / / / / /- 1.2 FY Fylde / / / / /- 1.3 G Glasgow / / / / /- 0.9 GL Gloucester / / / / /- 1.0 GU Guildford / / / / /- 1.2 HA Harrow / / / / /- 1.1 HD Huddersfield / / / / /- 1.3 HG Harrogate / / / / /- 1.2 HP Hemel Hempstead / / / / /- 1.2 HR Hereford / / / / /- 1.1 HS Hebrides / / / / /- 2.5 HU Hull / / / / /- 1.0 HX Halifax / / / / /- 1.0 IG Ilford / / / / /- 1.4 IP Ipswich / / / / /- 1.1 IV Inverness / / / / /- 1.0 KA Kilmarnock / / / / /- 1.2 KT Kingston upon Thames / / / / /- 1.2 Areas below full-year target Areas meeting or exceeding full-year target Exempted from postcode area targets 5

8 Table 2 continued. Postcode Area (PCA) First Class Stamped and Metered Delivered In PCA Postcode Area Q1 C/L Q2 C/L Q3 C/L Q4 C/L Cumulative C/L KW Kirkwall / / / / /- 1.5 KY Kirkcaldy / / / / /- 1.3 L Liverpool / / / / /- 1.2 LA Lancaster / / / / /- 1.2 LD Llandrindod Wells / / / / /- 1.4 LE Leicester / / / / /- 0.9 LL North Wales / / / / /- 1.2 LN Lincoln / / / / /- 1.3 LS Leeds / / / / /- 0.9 LU Luton / / / / /- 1.4 M Manchester / / / / /- 0.8 ME Maidstone / / / / /- 1.3 MK Milton Keynes / / / / /- 1.1 ML Motherwell / / / / /- 1.2 N London N / / / / /- 1.0 NE Newcastle / / / / /- 0.8 NG Nottingham / / / / /- 1.0 NN Northamptonshire / / / / /- 1.0 NP Newport / / / / /- 1.3 NR Norwich / / / / /- 1.1 NW London NW / / / / /- 1.2 OL Oldham / / / / /- 1.2 OX Oxford / / / / /- 1.2 PA Paisley / / / / /- 1.4 PE Peterborough / / / / /- 1.0 PH Perth / / / / /- 1.2 PL Plymouth / / / / /- 1.0 Areas below full-year target Areas meeting or exceeding full-year target Exempted from postcode area targets 6

9 Table 2 continued. Postcode Area (PCA) First Class Stamped and Metered Delivered In PCA Postcode Area Q1 C/L Q2 C/L Q3 C/L Q4 C/L Cumulative C/L PO Portsmouth / / / / /- 1.0 PR Preston / / / / /- 1.1 RG Reading / / / / /- 1.0 RH Redhill / / / / /- 1.1 RM Romford / / / / /- 1.3 S Sheffield / / / / /- 0.9 SA Swansea / / / / /- 1.2 SE London SE / / / / /- 1.1 SG Stevenage / / / / /- 1.3 SK Stockport / / / / /- 1.0 SL Slough / / / / /- 1.2 SM Sutton / / / / /- 1.2 SN Swindon / / / / /- 1.2 SO Southampton / / / / /- 0.8 SP Salisbury / / / / /- 1.5 SR Sunderland / / / / /- 1.3 SS Southend-on-Sea / / / / /- 1.2 ST Stoke-on-Trent / / / / /- 1.3 SW London SW / / / / /- 0.9 SY Shrewsbury / / / / /- 1.1 TA Taunton / / / / /- 1.4 TD Borders / / / / /- 1.3 TF Telford / / / / /- 1.2 TN Tonbridge / / / / /- 1.2 TQ Torquay / / / / /- 1.3 TR Truro / / / / /- 1.3 TS Teesside / / / / /- 1.0 Areas below full-year target Areas meeting or exceeding full-year target Exempted from postcode area targets 7

10 Table 2 continued. Postcode Area (PCA) First Class Stamped and Metered Delivered In PCA Postcode Area Q1 C/L Q2 C/L Q3 C/L Q4 C/L Cumulative C/L TW Twickenham / / / / /- 1.4 UB Uxbridge / / / / /- 1.1 W London West / / / / /- 1.0 WA Warrington / / / / /- 1.3 WC London West Central / / / / /- 1.3 WD Watford / / / / /- 1.3 WF Wakefield / / / / /- 1.2 WN Wigan / / / / /- 1.2 WR Worcester / / / / /- 1.1 WS Walsall / / / / /- 1.2 WV Wolverhampton / / / / /- 1.2 YO York / / / / /- 1.0 ZE Lerwick / / / / /- 2.9 Areas below full-year target Areas meeting or exceeding full-year target Exempted from postcode area targets 8

11 Table 3. Standard Percentage of Deliveries By Latest Delivery Times Urban Rural Urban Rural Quarter 4 Quarter 4 Cumulative Cumulative UK

12 Table 4. Percentage Of Street/POL Collections At Or After Final Advertised Time Of Collection Plus Percentage Of Business Collections Made No Earlier Than The Collection Window Percentage Of Business and Social Collections (From All Access Points) At Or After The Final Advertised Time Of Collection National Result Quarter 4 Cumulative UK

13 Table 5. Downstream Access Products Percentage Delivered On The First Working Day After Receipt By Royal Mail National Result Quarter 4 Cumulative UK / /

14 Table 6. DUSP 6 Application of Complaints Handling Standards Quarter 4 Category of Customer Complaint Complaints Received and Completed Complaints Received and Not Completed Recompense Received Loss 89,094 5,198 1,263,269 Redirection 17, ,992 Misdelivery 17, ,321 P739 Failure 13, ,287 Delivery Procedure Errors 12, ,894 Delay 12, ,738 Unconfirmed Delay/Loss 2,106 8,060 3,531 Redelivery Failure 9, ,585 Damage 7, ,181 Proof of Delivery Failure 6, ,946 Other 31,832 3, ,258 Grand Total 218,634 20,833 1,658,003 Notes: The Recompense figures include all payments made to relevant customers in accordance with the product terms and conditions, the regulatory compensation scheme for delay, and any goodwill payments made in respect of customer complaints received in the quarter. 12

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