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Quality of Service

Overview of the quality of service framework applied to 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 scope of the current 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 do they 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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How long has the current framework been in place? 


The current framework was an set as an outcome of the Strategic Review completed in the early 2024.

The new framework came into place in April 2024 and the first set of results will be published in May 2025. 

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Where can I find previous reports? 


Quality of service has been a feature of our regulation for a number of years.

Over this period a number of different targets have been set and results for previous years are available on our website.

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Strategic Review of Postal Services


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