DUSP Full Year Results Table 1: Domestic and EU Standards and Performance Targets Unadjusted and Force Majeure Adjusted Performance

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1 DUSP Full Year Results Table 1: Domestic and EU Standards and Performance Targets Unadjusted and Force Majeure Adjusted Performance Domestic & EU Standards and Performance Targets Standard Target % Unadjusted 95% FM Adjusted % 6 95% USO 1st Class / /- 0.1 USO 2nd Class / /- 0.1 Special Delivery Postcode Area Target % (Delivered) (in 118/118) 72 of of of of Percentage Of Collection Points Served Daily Percentage Of Delivery Routes Completed Daily Percentage Of Items Deemed Correctly Delivered / USO Outgoing EU Services D /- 1.1 Percentage of Deliveries by Latest Delivery Time (Urban) 99.8 (Rural) Percentage of Collections At or After Final Advertised Time Notes Target Based on full-year cumulative performance, exuding the defined Christmas period. Accuracy Denotes the range within which we can be 95% confident the true Quality of Service lies. For a measured Quality of Service performance of 93.0% and an accuracy of +/- 0.2%, the range would be from 92.8% to 93.2%. 1 Special Delivery is for all Special Delivery Guaranteed by 1PM items. The regulatory target is for Special Delivery Guaranteed by 1PM other than when sold to users having an account with Royal Mail buying the service using their account. The Royal Mail measurement system is unable to separate performance for account and non-account customers in this way. Special Delivery performance is measured using live mail items, not a sample survey and a confidence limit does not apply. 2 The postcode area delivered target is based on 1 st Class Stamped and Metered performance only and the performance for each postcode is shown in table 2. 3 Performance is based on collections from post boxes and Post Office branches only. 4 The Correctly Delivered Mail survey measures all items delivered by Royal Mail and not only USO items. 5 Results are calculated by the International Postal Corporation (IPC), based on the UNEX measurement data. They cover the flows between the UK and the other 27 EU member states. Results for the Christmas period are not inuded and are therefore not comparable to the UNEX results published annually by IPC on behalf of its European members. 6 Force Majeure is the impact of major incidents on the air, road and rail networks which are both outside of Royal Mail control and which materially impact the delivery of the usual standard of performance. The adjustment is made only for 1 st Class USO, Special Delivery and the postcode area target and reflects Quality of Service after exuding all test items into and out of the impacted locations on the incident dates. 7 Allowing for the margin of error in sampling, 96 of 118 postcode areas (unadjusted) and 114 of 118 postcode areas (FM adjusted) were within the target range. The Company notes the full year outcomes were significantly impacted by a number of exceptional events. This Annual Report shows the impact of events outside our reasonable control (Force Majeure events) such as some very severe weather. Other exceptional factors affected our full year results inuding a very challenging industrial relations environment and significantly reduced staffing levels caused by the Australian flu outbreak. In addition, Cyber Week fell outside the exemption period in Royal Mail believes that, if performance was adjusted for all these factors, we would have achieved our USO First Class target. Royal Mail will ask Ofcom to take these issues into consideration. It will be for Ofcom to decide. 1

2 Unadjusted and Force Majeure Adjusted Performance Postcode Area Unadjusted C/L FM Adjusted C/L AB Aberdeen / /- 1.1 AL St Albans / /- 1.0 B Birmingham / /- 0.7 BA Bath / /- 1.1 BB Blackburn & Burnley / /- 1.0 BD Bradford / /- 0.9 BH Bournemouth / /- 1.1 BL Bolton / /- 1.0 BN Brighton / /- 0.9 BR Bromley / /- 1.1 BS Bristol / /- 0.8 BT Northern Ireland / /- 0.9 CA Carlisle / /- 0.8 CB Cambridge / /- 1.1 CF Cardiff / /- 0.7 CH Chester & Deeside / /- 0.9 CM Chelmsford / /- 1.1 CO Colchester / /- 1.1 CR Croydon / /- 1.1 CT Canterbury / /- 1.1 CV Coventry & Warwickshire / /- 1.0 CW Crewe / /- 1.1 DA Dartford / /- 1.1 DD Dundee / /- 1.0 DE Derby / /- 1.0 DG Dumfries / /- 1.1 DH Durham / /

3 Postcode Area Unadjusted C/L FM Adjusted C/L DL Darlington / /- 1.0 DN Doncaster / /- 1.1 DT Dorchester / /- 1.0 DY Dudley / /- 1.1 E London East / /- 1.0 EC City of London / /- 1.1 EH Edinburgh / /- 0.8 EN Enfield / /- 1.2 EX Exeter / /- 1.1 FK Falkirk / /- 1.4 FY Fylde / /- 1.0 G Glasgow / /- 0.8 GL Gloucester / /- 1.0 GU Guildford / /- 0.8 HA Harrow / /- 1.0 HD Huddersfield / /- 1.1 HG Harrogate / /- 1.1 HP Hemel Hempstead / /- 0.9 HR Hereford / /- 1.2 HS Hebrides / /- 2.5 HU Hull / /- 1.2 HX Halifax / /- 1.1 IG Ilford / /- 1.2 IP Ipswich / /- 1.1 IV Inverness / /- 1.3 KA Kilmarnock / /- 1.1 KT Kingston upon Thames / /

4 Postcode Area Unadjusted C/L FM Adjusted C/L KW Kirkwall / /- 1.9 KY Kirkcaldy / /- 1.1 L Liverpool / /- 0.8 LA Lancaster / /- 1.0 LD Llandrindod Wells / /- 1.2 LE Leicester / /- 0.9 LL North Wales / /- 1.0 LN Lincoln / /- 1.2 LS Leeds / /- 0.7 LU Luton / /- 1.1 M Manchester / /- 0.8 ME Maidstone / /- 1.0 MK Milton nes / /- 1.1 ML Motherwell / /- 1.2 N London N / /- 0.8 NE Newcastle / /- 0.7 NG Nottingham / /- 0.8 NN Northamptonshire / /- 1.1 NP Newport / /- 1.0 NR Norwich / /- 0.9 NW London NW / /- 1.0 OL Oldham / /- 1.2 OX Oxford / /- 1.0 PA Paisley / /- 1.1 PE Peterborough / /- 0.8 PH Perth / /- 1.1 PL Plymouth / /

5 Postcode Area Unadjusted C/L FM Adjusted C/L PO Portsmouth / /- 0.9 PR Preston / /- 0.9 RG Reading / /- 0.8 RH Redhill / /- 0.9 RM Romford / /- 1.2 S Sheffield / /- 0.8 SA Swansea / /- 0.8 SE London SE / /- 0.9 SG Stevenage / /- 1.1 SK Stockport / /- 1.0 SL Slough / /- 1.1 SM Sutton / /- 1.3 SN Swindon / /- 0.9 SO Southampton / /- 1.0 SP Salisbury / /- 1.3 SR Sunderland / /- 1.2 SS Southend-on-Sea / /- 1.2 ST Stoke-on-Trent / /- 1.1 SW London SW / /- 0.9 SY Shrewsbury / /- 1.2 TA Taunton / /- 1.1 TD Borders / /- 1.3 TF Telford / /- 1.0 TN Tonbridge / /- 0.9 TQ Torquay / /- 1.1 TR Truro / /- 1.1 TS Teesside / /

6 Postcode Area Unadjusted C/L FM Adjusted C/L TW Twickenham / /- 0.9 UB Uxbridge / /- 1.0 W London West / /- 0.9 WA Warrington / /- 0.9 WC London West Central / /- 1.2 WD Watford / /- 1.4 WF Wakefield / /- 1.1 WN Wigan / /- 1.2 WR Worcester / /- 1.2 WS Walsall / /- 1.0 WV Wolverhampton / /- 1.1 YO York / /- 0.9 ZE Lerwick / /

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