Results Quarter 3 2016-17 - Citizens Advice
Skip to navigation Skip to content Skip to footer

Results Quarter 3 2016-17

Royal Mail Quality of Service Results

Every quarter, Royal Mail, the universal service provider for postal services is required to publish a range of quality of service performance results including those for First Class stamped and metered mail in each UK postcode area (PCAs). 118 of 121 PCAs are measured against a target of 91.5% to be delivered by the next working day. Three postcode areas are exempt from meeting this quality of service target due to difficulty of access reasons. These postcode areas are Outer Hebrides (HS), Kirkwall (KW), and Lerwick (ZE).


1st Class missed the 93% target by 1.1% but this is an improvement of 0.8% on the same quarter last year.

2nd Class met the target of 98.5% with 98.7%, which is 0.2% better than for the same quarter last year.

Special Delivery missed the target of 99% by 0.8% but this was 0.2% better than for the same quarter last year.

The Post Code Area results for this Quarter are very poor. 45 Post Code Areas (PCAs) failed to meet the 91.5% target this quarter although this is 2 better than for the same period last year. 

The 45 PCAs that failed in Quarter 3 were:

Aberdeen (AB) 91.3
St. Albans (AL) 90.3
Bath (BA) 91.1
Bradford (BD) 91.0
Chelmsford (CM) 89.4
Colchester (CO) 90.9
Croydon (CR) 87.4
Crewe (CW) 90.3
Dundee (DD) 90.2
Derby (DE) 86.6
Darlington (DL) 89.8
Doncaster (DN) 91.2
East London (E) 91.3
Enfield (EN) 90.5
Harrogate (HG) 91.0
Hereford (HR) 90.4
Hull (HU) 89.1
Halifax (HX) 91.1
Inverness (IV) 87.9
Kirkcaldy (KY) 91.4
Llandrindod Wells (LD) 89.7
Leicester (LE) 90.6
Luton (LU) 90.1
Maidstone (ME) 90.7
Milton Keynes (MK) 90.3
Northamptonshire (NN) 91.0
London North West (NW) 91.1
Paisley (PA) 88.0
Plymouth (PL) 90.4
Redhill (RH) 89.6
Romford (RM) 87.3
London South East (SE) 90.4
Stevenage (SG) 91.4
Stockport (SK) 89.9
Slough (SL) 89.4
Salisbury (SP) 90.9
London South West (SW) 91.3
Taunton (TA) 88.8
Borders (TD) 90.8
Telford (TF) 90.3
Tonbridge (TN) 90.2
Torquay (TQ) 90.1
Teesside (TS) 91.3
London West (W) 90.6
Wakefield (WF) 90.3

Some are just near misses but nevertheless failed to meet the target. However, others were some way off the target. They are Chelmsford (89.4) Croydon 87.4, Derby 86.6, Darlington (DL) 89.8, Hull 89.1, Inverness 87.9, Llandrindod Wells 89.7, Paisley 88.0, Redhill 89.6, Romford 87.3, Stockport 89.9, Slough 89.4 and Taunton 88.8.

Although so many have failed this quarter only 8 (10 better than this quarter last year) show to have a cumulative result that is below the target of 91.5%. They are:

Croydon (CR) 91.4
Derby (DE) 91.2
Darlington (DN) 91.4
Enfield (EN) 90.1
Inverness (IV) 87.9
Paisley (PA) 90.5
Romford (RM) 91.4
Torquay (TQ) 91.2

Please Note:

The End to End Q of S survey is designed to provide full year PCA estimates of performance that are statistically accurate to +1.5%, or better, (95% confidence intervals) and for any shorter time frame the estimates will be subject to wider intervals.