Dec 23, 2016
Royal Mail eases frustration of missed deliveries
Royal Mail is making it easier to receive parcels if nobody is at home when the postie knocks. With this year's peak delivery season in full swing, Royal Mail is up against rivals that like it are also investing in technology and tailoring their services to meet consumers' increasingly high expectations of ease and convenience in ecommerce. One area where Royal Mail has advanced is returns, says Nick Pendleton, a former director of strategy and innovation at Royal Mail and now chief executive of Forge Strategy & Growth Associates, an advisory group. "Because Royal Mail is by far the biggest provider, it costs them more money and takes them more time to roll out properly - they can't do things at the flick of a switch," he says. Royal Mail says it controlled more than half of the UK parcels market by volume, and above 40 per cent by revenue in 2014 - both down marginally on the year before.
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