Royal Mail Q2 21/22 Quality of Service

The Royal Mail Q2 21/22 Quality of Service was recently published and the bad news is that even the premium 1st Class service is being impacted by COVID-related self-isolation, sickness, absence and vacancies.

“Ofcom has recognised that the COVID-19 pandemic qualified as a ‘regulatory emergency period’. The regulatory emergency period commenced in March 2020 and ended on 31 August 2021. This meant that during this period Royal Mail was not required to sustain the Universal Service without interruptions, suspension or restriction, according to the regulator. Ofcom acknowledged that due to factors outside our control it would not always be possible for us to meet our regulatory obligations, which included our Quality of Service targets.”
– Royal Mail

Royal Mail Q2 21/22 deliveries

1st Class

Against a target of 93.0% on time deliveries for 1st Class mail, Royal Mail Q2 21/22 Quality of Service reports that they only achieved 82.4%. That’s -10.6 below target compared with -5.8 in the previous quarter, however they do say that 95.2% was delivered within two working days, just one day late.

2nd Class

For their 2nd Class target, of 98.5%, only 95.7% of mail was delivered on time, -2.8 below target compared with -1.0 in the previous quarter.

Christmas Preparations

Couriers and the Royal Mail are already stepping up operations to cope with Christmas. Even through we’re still a week away from Black Friday, DPD delivered an item not due until Monday to me this weekend with the driver saying that they are working flat out including weekends in order to prepare and keep up with demand.

“It has been a challenging period, and our Quality of Service has not been as we would have wished. We are working hard to get our Quality of Service back to the levels our customers expect everywhere. I would like to thank our postmen and women for the extra effort they have been putting into delivering for our customers. With around 20,000 people joining our organisation as we enter our busiest period, we are getting ready to deliver for our customers in the run up to Christmas.”
– Shiona Rolfe, Service Delivery Director, Royal Mail

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