2011-2012皇家邮政年报-总裁讲话.docVIP

Chief Executive’s Review Moya Greene Chief Executive of Royal Mail Royal Mail Group is a vital part of the UK’s economic and social infrastructure. Our service is comprehensive, six-days-a-week, and with overnight delivery. We delivered around 62 million items to almost 29 million homes and businesses every working day last year. We collect mail from 115,271 post boxes – often more than once a day – as well as from approximately 11,800 Post Offices and more than 80,000 businesses. Our Post Office network is bigger than all of the UK high street banks combined; around 20 million customers visit per week. Our service is not only comprehensive, it is also good value for money. For collecting a First Class letter, sorting it, carrying it by road, rail or air and delivering it by hand, we charge 46p. This journey could be as much as 800 miles from collection to delivery. Our prices are among the lowest in Europe. Most countries do not provide a six-day service, or enable their customers to post as late in the day as we do. Our standards for on-time performance are higher than most countries. We achieved our First Class quality target with a 93.0% performance when account is taken of the impact of the extraordinary combination of the worst winter weather in living memory and the unprecedented closure of UK airspace, because of Icelandic volcanicash. Without any adjustment, the performance for the year would be 91.4%.Royal Mail and Post Office are brands that enjoy considerable public support. People trust us. We offer and provide services that customers, large and small, need. At a time when many companies do not enjoy strong brand profles, this is a major advantage for us. We know better than to be complacent. We need to maintain that trust. Moving forward There is much more for me and my team to learn and, most importantly, to deliver. One of the things we need to do is to communicate more and be more responsive. We will. I hope this document is a good start. If you