Designated Universal Service Provider Condition 1.10 Consumer Protection Condition 3.3.16 USP Access Condition 8.1 Quarterly Quality of Service and Complaints Report 2013-14 Quarter 2 Report
NATIONAL QUARTER 2 REPORT 2013-14 CONTENT PAGE Overview of Quality of Service Performance: Quarter 2 2013-14 1-2 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 3.3.16: Consumer Complaints 10 Quarter Results
OVERVIEW OF QUALITY OF SERVICE PERFORMANCE QUARTER 2 2013-14 In the quarter, the full-year Standards were achieved or exceeded for USO Second Class, USO Outgoing European Services, the USO Standard for Collections and the Standard for Correctly Delivered Mail. The results in the quarter for USO First Class, Special Delivery (Next Day), the USO Standard for Deliveries and the geographical Standard for Delivered in the Postcode Areas were below the full-year requirement. For the half year, First Class and Second Class mail quality targets were exceeded. For First Class mail the target of 93 per cent delivered the following working day was exceeded, with 93.2 per cent of mail delivered on time. The Second Class mail target was also exceeded, with 98.8 per cent of this mail delivered within three working days, against a target of 98.5 per cent. Meanwhile 111 of 118 individual postcode areas met or exceeded their Quality of Service targets over the six months to 30 September 2013; the best performance at the half year stage since 2006/7. Royal Mail s modernisation programme continued in quarter 2 as further 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). In the quarter, revised delivery methods were deployed in 145 Delivery Offices and two Mail Centres were closed. The summary for quarter 2 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 2 reporting period for all measures was 01 July 2013 29 September 2013 (13 weeks). 3. 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. 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 1.3.5. 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) 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. 1
Domestic & Outgoing EU standards and performance targets Qtr 1 c/w Target Qtr 2 c/w Target USO 1st Class +0.5-0.2 USO 2nd Class +0.5 +0.1 Special Delivery -0.7-0.4 Postcode Area % Delivered -9/118 PCAs -12/118 PCAs % Of Collection Points Served Daily (USO) +0.02 0.00 % Of Delivery Routes Completed Daily (USO) +0.01-0.12 % Of Items Deemed Correctly Delivered +0.26 +0.27 USO Outgoing EU Services D+3 +6.0 +5.7 The following report details results for quarter 2 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. 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. USO priority services purchased by postage stamp and by meter: deemed delivered with an actual routing time of D+1 in each of the postcode areas HS, KW and ZE. The report also includes information on the quality of service given to D+2 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. The report also includes, in accordance with condition CP 3.3.16 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. 2
DUSP 1.10: Domestic and EU standards and performance targets Domestic & EU standards and performance targets Standard Target Quarter Quarter Cumulative Cumulative % % 95% cl % 95% cl USO 1st Class 93.0 92.8 +/- 0.3 93.2 +/- 0.2 USO 2nd Class 98.5 98.6 +/- 0.2 98.8 +/- 0.1 Special Delivery 1 99.0 98.6 98.4 Postcode Area Target % (Delivered) 2 91.5 (in 118/118) 106 of 118 111 of 118 Percentage Of Collection Points Served Daily 3 99.90 99.90 99.91 Percentage Of Delivery Routes Completed Daily 99.90 99.78 99.85 Percentage Of Items Deemed Correctly Delivered 4 99.50 99.77 +/- 0.13 99.76 +/- 0.07 USO Outgoing EU Services D+3 5 85.0 90.7 +/- 1.2 90.8 +/- 0.9 Percentage of Deliveries by Latest Delivery Time - 99.0 (Urban) 99.2 (Urban) 99.9 (Rural) 99.9 (Rural) Percentage of Collections At or After Final Advertised Time 6-99.9 99.9 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. 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
Table 2 DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L Q2 C/L Cumulative C/L AB Aberdeen 95.3 +/- 1.4 94.2 +/- 1.6 94.8 +/- 1.1 AL St Albans 94.0 +/- 1.7 91.9 +/- 2.1 93.0 +/- 1.3 B Birmingham 93.6 +/- 1.2 92.4 +/- 1.4 93.0 +/- 0.9 BA Bath 94.2 +/- 1.6 92.7 +/- 1.8 93.4 +/- 1.2 BB Blackburn & Burnley 94.6 +/- 1.6 92.6 +/- 1.9 93.6 +/- 1.2 BD Bradford 92.6 +/- 1.8 94.1 +/- 1.6 93.3 +/- 1.2 BH Bournemouth 94.5 +/- 1.6 93.8 +/- 1.7 94.1 +/- 1.2 BL Bolton 94.6 +/- 1.7 92.1 +/- 2.1 93.3 +/- 1.3 BN Brighton 92.0 +/- 1.6 91.8 +/- 1.7 91.9 +/- 1.2 BR Bromley 93.9 +/- 1.8 93.6 +/- 1.8 93.7 +/- 1.3 BS Bristol 93.8 +/- 1.4 90.4 +/- 1.6 92.1 +/- 1.1 BT Northern Ireland 94.1 +/- 1.3 94.4 +/- 1.3 94.3 +/- 0.9 CA Carlisle 96.3 +/- 1.3 95.5 +/- 1.4 95.9 +/- 0.9 CB Cambridge 95.0 +/- 1.8 94.0 +/- 1.8 94.5 +/- 1.3 CF Cardiff 94.0 +/- 1.4 89.8 +/- 1.8 91.8 +/- 1.2 CH Chester & Deeside 93.8 +/- 1.7 94.8 +/- 1.5 94.3 +/- 1.1 CM Chelmsford 94.0 +/- 1.4 93.4 +/- 1.4 93.7 +/- 1.0 CO Colchester 91.6 +/- 1.9 91.5 +/- 2.0 91.5 +/- 1.4 CR Croydon 95.2 +/- 1.6 93.4 +/- 1.8 94.3 +/- 1.2 CT Canterbury 96.9 +/- 1.3 93.1 +/- 1.9 94.9 +/- 1.2 CV Coventry & Warwickshire 93.3 +/- 1.6 93.0 +/- 1.6 93.2 +/- 1.1 CW Crewe 93.2 +/- 1.9 93.5 +/- 1.8 93.4 +/- 1.3 DA Dartford 95.9 +/- 1.4 93.4 +/- 1.9 94.7 +/- 1.2 DD Dundee 95.5 +/- 1.5 94.6 +/- 1.8 95.0 +/- 1.2 DE Derby 93.8 +/- 1.7 93.0 +/- 1.7 93.4 +/- 1.2 DG Dumfries 93.6 +/- 2.0 92.6 +/- 2.1 93.1 +/- 1.5 DH Durham 94.1 +/- 1.8 93.0 +/- 2.0 93.6 +/- 1.4 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 4
Table 2 (Continued) DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L Q2 C/L Cumulative C/L DL Darlington 93.5 +/- 1.8 94.4 +/- 1.8 94.0 +/- 1.3 DN Doncaster 93.1 +/- 1.8 92.4 +/- 1.8 92.7 +/- 1.3 DT Dorchester 93.7 +/- 1.8 96.2 +/- 1.6 94.9 +/- 1.2 DY Dudley 94.4 +/- 1.7 92.5 +/- 2.0 93.5 +/- 1.3 E London East 92.0 +/- 1.9 93.3 +/- 1.7 92.7 +/- 1.2 EC City of London 93.3 +/- 2.0 91.8 +/- 2.2 92.6 +/- 1.5 EH Edinburgh 93.3 +/- 1.5 93.7 +/- 1.4 93.5 +/- 1.0 EN Enfield 92.3 +/- 1.9 93.1 +/- 2.0 92.6 +/- 1.4 EX Exeter 94.7 +/- 1.5 93.8 +/- 1.6 94.3 +/- 1.1 FK Falkirk 95.4 +/- 1.7 93.2 +/- 2.0 94.3 +/- 1.3 FY Fylde 94.2 +/- 1.9 94.2 +/- 1.9 94.2 +/- 1.3 G Glasgow 94.9 +/- 1.2 93.5 +/- 1.4 94.3 +/- 0.9 GL Gloucester 92.8 +/- 1.7 93.4 +/- 1.7 93.1 +/- 1.2 GU Guildford 92.5 +/- 1.6 92.5 +/- 1.5 92.5 +/- 1.1 HA Harrow 93.4 +/- 1.8 93.9 +/- 1.7 93.7 +/- 1.2 HD Huddersfield 90.0 +/- 2.4 88.3 +/- 2.7 89.2 +/- 1.8 HG Harrogate 92.8 +/- 2.1 94.0 +/- 2.1 93.4 +/- 1.5 HP Hemel Hempstead 95.2 +/- 1.5 95.2 +/- 1.5 95.2 +/- 1.1 HR Hereford 90.6 +/- 2.4 92.4 +/- 2.2 91.5 +/- 1.6 HS Hebrides 66.4 +/- 4.8 70.5 +/- 4.6 68.6 +/- 3.3 HU Hull 95.7 +/- 1.6 94.2 +/- 1.8 94.9 +/- 1.2 HX Halifax 92.4 +/- 2.2 93.0 +/- 2.2 92.7 +/- 1.6 IG Ilford 90.5 +/- 2.5 89.9 +/- 2.4 90.2 +/- 1.7 IP Ipswich 94.5 +/- 1.6 94.6 +/- 1.5 94.5 +/- 1.1 IV Inverness 95.0 +/- 1.7 95.8 +/- 1.6 95.4 +/- 1.2 KA Kilmarnock 95.3 +/- 1.7 93.7 +/- 1.9 94.4 +/- 1.3 KT Kingston upon Thames 92.3 +/- 1.8 93.8 +/- 1.6 93.1 +/- 1.2 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 5
Table 2 (Continued) DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L Q2 C/L Cumulative C/L KW Kirkwall 92.9 +/- 2.2 87.7 +/- 3.0 90.3 +/- 1.9 KY Kirkcaldy 94.2 +/- 1.9 91.8 +/- 2.2 93.0 +/- 1.4 L Liverpool 93.2 +/- 1.6 93.0 +/- 1.6 93.1 +/- 1.1 LA Lancaster 93.2 +/- 1.8 95.0 +/- 1.7 94.1 +/- 1.3 LD Llandrindod Wells 93.6 +/- 2.4 91.6 +/- 2.6 92.5 +/- 1.8 LE Leicester 92.1 +/- 1.6 93.7 +/- 1.5 92.9 +/- 1.1 LL North Wales 91.4 +/- 1.9 91.1 +/- 2.0 91.3 +/- 1.4 LN Lincoln 92.4 +/- 2.0 92.8 +/- 2.0 92.6 +/- 1.4 LS Leeds 93.7 +/- 1.4 94.6 +/- 1.3 94.2 +/- 1.0 LU Luton 95.0 +/- 1.5 92.5 +/- 2.0 93.8 +/- 1.2 M Manchester 92.4 +/- 1.4 92.6 +/- 1.5 92.5 +/- 1.0 ME Maidstone 95.1 +/- 1.4 93.1 +/- 1.7 94.1 +/- 1.1 MK Milton Keynes 95.8 +/- 1.4 92.6 +/- 1.7 94.2 +/- 1.1 ML Motherwell 94.0 +/- 2.0 94.4 +/- 1.9 94.2 +/- 1.4 N London N 93.5 +/- 1.6 92.9 +/- 1.7 93.2 +/- 1.2 NE Newcastle 94.0 +/- 1.4 93.5 +/- 1.4 93.7 +/- 1.0 NG Nottingham 89.6 +/- 1.8 90.4 +/- 1.7 90.0 +/- 1.2 NN Northamptonshire 93.0 +/- 1.8 93.2 +/- 1.7 93.1 +/- 1.2 NP Newport 93.2 +/- 1.8 90.0 +/- 2.3 91.7 +/- 1.4 NR Norwich 95.2 +/- 1.4 93.3 +/- 1.7 94.3 +/- 1.1 NW London NW 93.0 +/- 1.8 93.6 +/- 1.8 93.3 +/- 1.3 OL Oldham 92.4 +/- 1.9 94.0 +/- 1.8 93.2 +/- 1.3 OX Oxford 92.2 +/- 1.8 90.3 +/- 2.1 91.4 +/- 1.4 PA Paisley 91.4 +/- 2.1 93.1 +/- 2.0 92.3 +/- 1.5 PE Peterborough 92.3 +/- 1.7 91.0 +/- 1.7 91.6 +/- 1.2 PH Perth 95.2 +/- 1.8 95.0 +/- 2.0 95.1 +/- 1.3 PL Plymouth 93.4 +/- 1.7 93.7 +/- 1.7 93.6 +/- 1.2 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 6
Table 2 (Continued) DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L Q2 C/L Cumulative C/L PO Portsmouth 93.3 +/- 1.6 93.3 +/- 1.7 93.3 +/- 1.2 PR Preston 94.5 +/- 1.6 93.2 +/- 1.9 93.9 +/- 1.2 RG Reading 94.4 +/- 1.3 90.4 +/- 1.7 92.5 +/- 1.1 RH Redhill 93.9 +/- 1.5 93.5 +/- 1.7 93.7 +/- 1.1 RM Romford 91.0 +/- 2.1 92.4 +/- 2.0 91.7 +/- 1.5 S Sheffield 93.6 +/- 1.3 93.8 +/- 1.3 93.7 +/- 0.9 SA Swansea 91.8 +/- 1.6 92.7 +/- 1.7 92.2 +/- 1.2 SE London SE 92.7 +/- 1.6 92.0 +/- 1.7 92.4 +/- 1.1 SG Stevenage 94.8 +/- 1.5 92.7 +/- 1.9 93.7 +/- 1.2 SK Stockport 93.5 +/- 1.7 93.4 +/- 1.7 93.5 +/- 1.2 SL Slough 94.7 +/- 1.7 94.1 +/- 1.8 94.4 +/- 1.2 SM Sutton 93.2 +/- 1.9 94.8 +/- 1.8 94.0 +/- 1.3 SN Swindon 93.5 +/- 1.7 92.4 +/- 1.8 93.0 +/- 1.2 SO Southampton 94.4 +/- 1.3 94.1 +/- 1.5 94.3 +/- 1.0 SP Salisbury 94.4 +/- 1.8 96.1 +/- 1.7 95.2 +/- 1.2 SR Sunderland 93.7 +/- 2.1 93.9 +/- 2.0 93.8 +/- 1.5 SS Southend-on-Sea 92.6 +/- 1.9 92.3 +/- 2.1 92.5 +/- 1.4 ST Stoke-on-Trent 94.7 +/- 1.6 92.8 +/- 2.0 93.8 +/- 1.3 SW London SW 93.2 +/- 1.4 90.9 +/- 1.5 92.0 +/- 1.0 SY Shrewsbury 94.6 +/- 1.6 94.2 +/- 1.6 94.4 +/- 1.1 TA Taunton 92.0 +/- 2.0 89.5 +/- 2.3 90.7 +/- 1.5 TD Borders 96.3 +/- 1.8 95.6 +/- 1.8 95.9 +/- 1.3 TF Telford 93.1 +/- 2.1 95.4 +/- 1.8 94.2 +/- 1.4 TN Tonbridge 93.3 +/- 1.6 92.5 +/- 1.6 92.9 +/- 1.2 TQ Torquay 94.4 +/- 1.7 94.8 +/- 1.7 94.6 +/- 1.2 TR Truro 91.8 +/- 2.2 94.0 +/- 1.9 93.0 +/- 1.4 TS Teesside 92.8 +/- 1.9 92.2 +/- 2.0 92.5 +/- 1.4 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 7
Table 2 (Continued) DUSP 1.10: First Class Stamped and Metered PCA Delivered Performance Postcode Area Q1 C/L Q2 C/L Cumulative C/L TW Twickenham 96.1 +/- 1.4 94.9 +/- 1.6 95.5 +/- 1.1 UB Uxbridge 94.3 +/- 1.7 93.8 +/- 1.8 94.0 +/- 1.2 W London West 92.8 +/- 1.6 94.4 +/- 1.4 93.5 +/- 1.1 WA Warrington 90.4 +/- 2.0 91.7 +/- 2.0 91.0 +/- 1.4 WC London West Central 95.8 +/- 1.7 93.2 +/- 2.2 94.5 +/- 1.4 WD Watford 93.6 +/- 1.8 93.0 +/- 1.9 93.3 +/- 1.3 WF Wakefield 91.6 +/- 2.2 93.8 +/- 1.8 92.8 +/- 1.4 WN Wigan 94.5 +/- 1.8 93.4 +/- 1.9 93.9 +/- 1.3 WR Worcester 94.3 +/- 1.7 93.6 +/- 1.8 94.0 +/- 1.2 WS Walsall 91.1 +/- 2.2 93.0 +/- 2.0 92.1 +/- 1.5 WV Wolverhampton 92.2 +/- 2.0 93.4 +/- 1.9 92.8 +/- 1.4 YO York 94.0 +/- 1.6 92.3 +/- 1.9 93.2 +/- 1.2 ZE Lerwick 63.1 +/- 4.7 45.8 +/- 5.1 53.8 +/- 3.5 = Areas below full-year target = Areas meeting or exceeding full-year target = Exempted from postcode area targets 8
Table 3 USPA 8.1 Downstream Access Products Percentage Delivered on First Working Day After Receipt by Royal Mail National Result Quarterly Performance & Confidence Limit Cumulative Performance & Confidence Limit UK 95.8 +/- 0.4 95.5 +/- 0.3 9
Table 4 Consumer Protection Condition 3.3.16: Consumer Complaints Quarter 2 2013-14 Category of Customer Complaint Complaints Received and Completed Complaints Received and Not Completed Recompense Received Loss 49,243 3,731 558,288 Redirection 19,498 690 45,738 P739 Failure 18,320 462 3,441 Mis-Delivery 15,567 217 3,248 Delivery Procedure Errors 12,470 256 3,536 Redelivery Failure 8,201 219 1,648 Delay 7,291 262 56,968 Damage 5,998 238 30,952 Part Loss 3,949 211 18,433 Proof of Delivery Failure 3,330 45 6,816 Other 21,503 4,136 129,198 Grand Total 165,370 10,467 858,268 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