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2016/17 Cumulative Results

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).

The Cumulative quality of service results for 2016/17 are 
all very close to the targets, and have been exceeded for  USO 1st Class, USO 2nd Class, Percentage of Collection Points Served Daily, Percentage of Items Deemed Correctly Delivered and USO Outgoing EU Services D+3. However the results for Special Delivery, Postcode Area Target % (Delivered) and the Percentage of Delivery Routes Completed Daily failed to meet their target​. 

1st class exceeded the 93% target by 0.1%, which is 0.​6​% better than last year. 

2nd class exceeded the 98.5% target by 0.​4​% which is 0.1% better than last year.

Special Delivery failed to meet the 99% target by 0.​5​% which is the same as last year.

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).

​8 PCAs failed to meet the 91.5% target this year, compared to 14 last year, they are ​

​Derby (DE) 91.3%
Enfield (EN) 91.4%
Inverness (IV) 89%
Llandrindod Wells (LD) 91.3%
Paisley (PA) 91%
Plymouth (PL) 90.9%
South East London (SE) 91.2%
Taunton (TA) 91.4%
3 of these PCAs also failed in 2015/16, they are Inverness 89.8%, South East London 90.5% and Taunton 91.2%. Taunton has failed for the last 4 years, 2013/14, 2014/15, 2015/16 as well as last year.
The map showing the Royal Mail Quality of Service cumulative results for 2016/17 can be found here. 

Please note:

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