Quarterly Quality of Service and Consumer Complaints Report

Transcription

1 Designated Universal Service Provider Condition 1.10 Consumer Protection Condition USP Access Condition 8.1 Quarterly Quality of Service and Consumer Complaints Report Quarter 1 Report

2 NATIONAL QUARTER 1 REPORT CONTENT PAGE Overview of Quality of Service Performance: Quarter Table 1 DUSP 1.10 Domestic and EU standards and performance targets 3 Quarter Results Table 2 DUSP 1.10 First Class Stamped and Metered Delivered in PCA 4 8 Quarter Results Table 3 USPA 8.1 Downstream Access Products 9 Quarter Results Table 4 Consumer Protection Condition : Consumer Complaints 10 Quarter Results

3 OVERVIEW OF QUALITY OF SERVICE PERFORMANCE QUARTER In the quarter, the full-year Standards were achieved or exceeded for USO First Class, USO Second Class, the USO Standard for Collections and Delivery, USO Outgoing European Services and the Standard for Correctly Delivered Mail. The results in the quarter for Special Delivery (Next Day) and the geographical Standard for Delivered in the Postcode Areas were below the full-year requirement. Royal Mail s modernisation programme continued in the quarter as further changes were implemented whilst delivering high levels of customer service and endeavouring to meet its quality targets. In the quarter, revised delivery methods were deployed in 58 Delivery Offices and one Mail Centre was closed. The summary for the quarter is shown overleaf. Notes: 1. DUSP condition 1.9 Tables 1 and 2 of the regulatory conditions detail the domestic and EU standards and performance targets. 2. The quarter 1 reporting period for all measures was 01 April June 2013 (13 weeks). 3. Special Delivery figures have been adjusted to account for an overstatement of performance due to the incorrect handling of manual entries where no time of delivery has been recorded. 4. 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. 5. The USO 1 st and 2 nd Class performance figures (overleaf and in table 1) now include Single Piece PPI mail in addition to Stamped and Metered mail. 6. The percentage of collection points served daily (overleaf and in table 1) and the percentage of collections at or after the final advertised time (table 1) are based on collections from post boxes and Post Office branches only. 7. The reporting of performance against USO Outgoing European Services is provided by the International Postal Corporation (IPC). 1

4 Domestic & Outgoing EU standards and performance targets Qtr 1 c/w Target USO 1st Class +0.4 USO 2nd Class +0.5 Special Delivery -0.7 Postcode Area % Delivered -10/118 PCAs % Of Collection Points Served Daily (USO) % Of Delivery Routes Completed Daily (USO) % Of Items Deemed Correctly Delivered USO Outgoing EU Services D The following report details results for quarter 1 against the DUSP condition 1.9 domestic and EU standards and performance targets. In addition, the DUSP condition requires Royal Mail to provide quarterly results against the following standards which do not have specified targets. These are: The percentage of deliveries in the UK which are made by the latest delivery times (table 1). The percentage of collections in the UK which are made from post boxes and Post Office branches at or after the final advertised time of collection (table 1). USO 1c retail services purchased by postage stamp and by meter against a routing time of D+1 in each of the postcode areas exempt from the PCA target: HS, KW and ZE (table 2). The report also includes information on the quality of service given to D+1 access mail as required by condition USPA 8.1: The percentage of Downstream Access products which are delivered on the first working day after receipt by Royal Mail (table 3). The report also includes, in accordance with condition CP , the quarterly statement on consumer complaints, covering complaints about a USO or regulated product made by a customer who does not have a contract for the product concerned (table 4). 2

5 Table 1 DUSP 1.10: Domestic and EU standards and performance targets Domestic & EU standards and performance targets Standard Target Quarter Quarter % % 95% cl USO 1st Class /- 0.2 USO 2nd Class /- 0.1 Special Delivery Postcode Area Target % (Delivered) (in 118/118) 108 of 118 Percentage Of Collection Points Served Daily Percentage Of Delivery Routes Completed Daily Percentage Of Items Deemed Correctly Delivered / USO Outgoing EU Services D /- 1.2 Percentage of Deliveries by Latest Delivery Time (Urban) 99.9 (Rural) Percentage of Collections At or After Final Advertised Time Notes Target Full-year cumulative excluding the Christmas period. 95% cl 95% confidence limit 1 The result for Special Delivery is for all Special Delivery (Next Day) items. The regulatory target is for Special Delivery (Next Day) 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 the performance for account and non-account customers in this way. The performance for Special Delivery is measured using live mail items, not a sample survey and therefore a confidence limit does not apply. The result has been adjusted as per footnote 3, page 1. 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 Post Corporation, based on the UNEX measurement data. They cover the flows between UK and the other 26 EU Member states. 6 Performance is based on collections from post boxes and Post Office branches only. 3

6 Table 2 DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L AB Aberdeen /- 1.4 AL St Albans /- 1.7 B Birmingham /- 1.2 BA Bath /- 1.6 BB Blackburn & Burnley /- 1.6 BD Bradford /- 1.9 BH Bournemouth /- 1.6 BL Bolton /- 1.7 BN Brighton /- 1.6 BR Bromley /- 1.8 BS Bristol /- 1.4 BT Northern Ireland /- 1.3 CA Carlisle /- 1.4 CB Cambridge /- 1.8 CF Cardiff /- 1.4 CH Chester & Deeside /- 1.7 CM Chelmsford /- 1.5 CO Colchester /- 1.9 CR Croydon /- 1.6 CT Canterbury /- 1.3 CV Coventry & Warwickshire /- 1.6 CW Crewe /- 1.8 DA Dartford /- 1.4 DD Dundee /- 1.5 DE Derby /- 1.6 DG Dumfries /- 2.0 DH Durham /- 1.8 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 4

7 Table 2 (Continued) DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L DL Darlington /- 1.8 DN Doncaster /- 1.8 DT Dorchester /- 1.8 DY Dudley /- 1.7 E London East /- 1.9 EC City of London /- 2.0 EH Edinburgh /- 1.4 EN Enfield /- 2.0 EX Exeter /- 1.5 FK Falkirk /- 1.6 FY Fylde /- 1.9 G Glasgow /- 1.2 GL Gloucester /- 1.8 GU Guildford /- 1.6 HA Harrow /- 1.8 HD Huddersfield /- 2.3 HG Harrogate /- 2.0 HP Hemel Hempstead /- 1.5 HR Hereford /- 2.5 HS Hebrides /- 4.7 HU Hull /- 1.6 HX Halifax /- 2.2 IG Ilford /- 2.5 IP Ipswich /- 1.5 IV Inverness /- 1.7 KA Kilmarnock /- 1.7 KT Kingston upon Thames /- 1.8 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 5

8 Table 2 (Continued) DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L KW Kirkwall /- 2.2 KY Kirkcaldy /- 1.9 L Liverpool /- 1.5 LA Lancaster /- 1.9 LD Llandrindod Wells /- 2.4 LE Leicester /- 1.6 LL North Wales /- 1.9 LN Lincoln /- 1.9 LS Leeds /- 1.4 LU Luton /- 1.5 M Manchester /- 1.4 ME Maidstone /- 1.4 MK Milton Keynes /- 1.3 ML Motherwell /- 2.0 N London N /- 1.6 NE Newcastle /- 1.4 NG Nottingham /- 1.8 NN Northamptonshire /- 1.7 NP Newport /- 1.8 NR Norwich /- 1.4 NW London NW /- 1.8 OL Oldham /- 1.9 OX Oxford /- 1.8 PA Paisley /- 2.2 PE Peterborough /- 1.7 PH Perth /- 1.8 PL Plymouth /- 1.7 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 6

9 Table 2 (Continued) DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L PO Portsmouth /- 1.6 PR Preston /- 1.6 RG Reading /- 1.3 RH Redhill /- 1.4 RM Romford /- 2.1 S Sheffield /- 1.4 SA Swansea /- 1.6 SE London SE /- 1.6 SG Stevenage /- 1.5 SK Stockport /- 1.7 SL Slough /- 1.7 SM Sutton /- 1.9 SN Swindon /- 1.8 SO Southampton /- 1.3 SP Salisbury /- 1.8 SR Sunderland /- 2.1 SS Southend-on-Sea /- 1.9 ST Stoke-on-Trent /- 1.7 SW London SW /- 1.4 SY Shrewsbury /- 1.6 TA Taunton /- 2.0 TD Borders /- 1.8 TF Telford /- 2.1 TN Tonbridge /- 1.7 TQ Torquay /- 1.8 TR Truro /- 2.1 TS Teesside /- 1.9 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 7

10 Table 2 (Continued) DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L TW Twickenham /- 1.4 UB Uxbridge /- 1.7 W London West /- 1.6 WA Warrington /- 2.0 WC London West Central /- 1.7 WD Watford /- 1.8 WF Wakefield /- 2.2 WN Wigan /- 1.8 WR Worcester /- 1.7 WS Walsall /- 2.2 WV Wolverhampton /- 2.0 YO York /- 1.6 ZE Lerwick /- 4.8 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 8

11 Table 3 USPA 8.1 Downstream Access Products Percentage Delivered on First Working Day After Receipt by Royal Mail National Result Quarter 1 Performance & Confidence Limit UK /

12 Table 4 Consumer Protection Condition : Consumer Complaints Quarter Category of Customer Complaint Complaints Received and Completed Complaints Received and Not Completed Recompense Received Loss 55,793 5, ,133 Redirection 17, ,159 P739 Failure 15, ,195 Mis-Delivery 15, ,710 Delivery Procedure Errors 11, ,735 Delay 7, ,025 Redelivery Failure 7, ,905 Proof of Delivery Failure 7, ,407 Damage 6, ,189 Part Loss 3, ,854 Other 21,161 5, ,455 Grand Total 168,889 13,885 1,002,767 Note: This report includes complaints about a USO or regulated product made by a customer who does not have a contract for the product concerned. The Recompense Received figures include all payments made to relevant customers in accordance with the product terms and conditions, the compensation scheme for loss, damage and delay, and any goodwill payments made in respect of customer complaints received in the quarter. 10