The results of a survey on Royal Mail delivery times show that businesses are not getting the quality of service that they require.

Maresa Molloy, Liverpool Chamber’s Head of Policy and Information commented: “Businesses are seeking a reliable, customer focused, efficient and cost effective service provider, however many customers feel Royal Mail does not live up to to these expectations.”

Liverpool Chamber members took part in a national survey organised by the British Chambers of Commerce on the current level of service provided by the Royal Mail. The survey overwhelming showed that businesses want deliveries at the start of a working day to allow for the option of a quick response while undertaking the day’s planning and they want collection at the close of a working day.

Maresa stated: “Our members expect their first class mail delivered the next morning - something many businesses now find is becoming a rare occurrence. Businesses have also raised concerns about the safe and undamaged arrival of post and goods suggesting Royal Mail, alongside this review, need to look at their overall service to their customers.”

The introduction of Pricing in Proportion is yet to be evaluated, Single Day Delivery is also a recent development and any further pricing or collection/delivery regimes will further complicate the situation. BCC urges Postcomm and Royal Mail to refrain from making further changes and instead make clearer guidelines to their existing first and second class pricing structure.

Maresa concluded: “This consultation suggests a new pricing structure and multiple delivery and collections could potentially be introduced to ensure guaranteed collection and delivery times - the majority of BCC members are against this as a solution.

Most importantly, businesses want a consistent and reliable collection and delivery service from Royal Mail. BCC feels it is necessary, and largely overdue, to include both collection and delivery times in Royal Mail’s license.”

Read the BCC’s response here [PDF 162KB]