Quality of Service
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Measuring quality of service from handover to Royal Mail at inward mail centre's through to delivery

Ensuring a high quality service

Using an independent research company, we measure quality of service from handover to Royal Mail at our inward mail centre through to the final delivery address.

The below data shows our Quality of Service performance as measured by our current market research agency, Kantar.  Performance is based on the aggregate number of all Downstream Access D+2 and D+5 product samples delivered in the relevant period by the operators and customers who choose to participate in the Kantar study.  From April 2023, measurement will be carried out by a new supplier, Spectos, who has more than 20 years of experience in measuring Quality of Service for postal operators across Europe. Between July 2022 and April 2023, Spectos will recruit new panels of customers to take part in the measurement.  All performance measured is subject to a margin of error as shown in the report.  The data  is provided only as required under Ofcom regulations (USPA 8.1 and 8.1a).  Royal Mail has not provided this data for any other purpose or in any other context and therefore Royal Mail shall not be liable to any reader who relies or acts upon this data for any other purpose or in any other context.


Downstream Access Service Actual Quarter 2 Results 22/23

Percentage Delivered On First Working Day After Receipt By Royal Mail
National Result
Quarterly Performance & Confidence Limit
Cumulative Performance & Confidence Limit
UK
78.6
+/- 0.8
83.3
+/- 0.5
Mailmark Economy Mail Percentage Delivered On Fourth Working Day After Receipt By Royal Mail
National Result
Quarterly Performance & Confidence Limit
Cumulative Performance & Confidence Limit
UK
97.9+/- 0.498.5+/- 0.3
Mailmark Economy delivery breakdown by day
On first dayOn second dayOn third dayOn fourth day
70.319.25.63.4

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