At the end of November 2012, Royal Mail published its Quality of Service performance figures for its second quarter – 25 June 2012 to 23 September 2012.

For First Class in the Universal Service Obligation, 92.2% of mail was delivered the next working day … against a target of 93.0%

• For Second Class in the Universal Service Obligation, 98.6% of mail was delivered within its target of three working days

• Standard retail parcels achieved a 96.3% delivery within 3 days, against its performance standard of 90.0%

The figures also revealed that 94.2% of Downstream Access mail (where Royal Mail still delivers the final mile) was delivered on the first working day after receipt by Royal Mail. This is down on the previous quarter when the performance was stated as 95.8%.

The period under review included the Olympics and Paralympics in London postcodes as well as flooding and disruption caused by heavy rain in the North and West in late June and early July.

Mark Higson, Managing Director of Operations and Modernisation at Royal Mail, said: “Our postmen and women work extremely hard to deliver to some of the most demanding Quality of Service standards in the whole of Europe. They are doing this against the backdrop of one of the largest transformation programmes in the UK.”

Consumer watchdog, Consumer Focus, welcomed the figures but were disappointed that complaints about missed parcel deliveries were up. In Quarter 2 of 2012, Royal Mail received 19,985 complaints about P379 (not at home) cards, compared to 8,732 in the same period last year.

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