Quality of Service

Overview of the quality of service framework applied to Jersey Post Limited (Jersey Post).

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Why does Jersey Post have to report on quality of service?

Jersey Post provides a postal service to every household in Jersey. The quality of service regime is the key regulatory tool for ensuring consumer expectations for universal service obligation services are met.

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What is the background to the quality of service framework?

Quality of service has been a feature of our regulation for a number of years and over this period a number of different targets have been set. The current framework was an set as an outcome of our Strategic Review and came into force in 2024.

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What is the scope of the quality of service framework?

The framework covers:

Targets for Jersey to Jersey mail
Targets for dispatch and receipt of Jersey to UK and UK to Jersey mail
Continued monitoring of end to end mail delivery times

These sit alongside reporting around consumer satisfaction, complaints and refunds.

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What targets does Jersey Post have to meet?

Jersey Post has to ensure:

95% of local mail is delivered within 48 hours of posting
90% of mail from the UK is delivered within 24 hours of it arrived at Jersey Post's sorting office
90% of mail to the UK is dispatched within 24 hours of it arrived at Jersey Post's sorting office

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How often are reports published?

Reports are published once a year (by the end of May) and cover the previous calendar year.

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Where can I find previous reports?

All the published reports under the new framework are available, by year, below. Reports from previous years, which had different measures are available on our website.

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Where can I find out more

Strategic Review of Postal Services

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Quality of Service Reporting 2024

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