Why is Royal Mail misleading customers?

[Roman88]

Today, I received a rating of 0 out of 10 stars. The customer was frustrated that their parcel did not arrive before 3pm, as they had been led to expect. This happened to be an extra route I was covering, for which I was working overtime.

Does Royal Mail not take overtime into account?
Why isn’t it sufficient to simply inform the customer that the parcel will be delivered today? Especially in winter, people often work until 8pm.

Year after year, the volume of parcels continues to grow, yet the system still seems designed for those delivering letters with a trolley.

[kazardaimenu]

Customer is lucky they got their parcel today and if you were out on overtime they should be praising you. Like you say parcel volumes are growing and there’s no guarantee people will want the overtime.

[Roman88]

Customer is lucky they got their parcel today and if you were out on overtime they should be praising you. Like you say parcel volumes are growing and there’s no guarantee people will want the overtime.

I finished my route on time. These were large parcels from another route.

[SMS1969]

It’s happened to me recently on a route I don’t normally do, neighbour’d a parcel and got a zero because I didn’t follow previous instructions- which I didn’t know about as it wasn’t my duty. . Don’t worry about it, just crack on and do your best.

[Gary55]

f**k em

[menditsa]

I don't check the RM app for metrics as I dont give a f**k about metrics.

[Wullie10]

I don't check the RM app for metrics as I dont give a f**k about metrics.

I didn't know customers gave points. Not that Im Interested either unless it puts more money in my pocket ?

[HattonNeil]

I got a zero out of ten and a post on the local facebook page saying i'd misdelivered their parcel. Turned out the parcel had number 19 on it instead of 91. Told the customer this and that i now had a complaint against me, no apology, nothing.

[Bellaber]

3 year pay deal being announced tomorrow any rumours?

[yellowbelly]

Today, I received a rating of 0 out of 10 stars. The customer was frustrated that their parcel did not arrive before 3pm, as they had been led to expect. This happened to be an extra route I was covering, for which I was working overtime.

Does Royal Mail not take overtime into account?
Why isn’t it sufficient to simply inform the customer that the parcel will be delivered today? Especially in winter, people often work until 8pm.

Year after year, the volume of parcels continues to grow, yet the system still seems designed for those delivering letters with a trolley.

When we've had customer scores they've come from the manager, we can't see them through the PDA or App can we? If it's praiseworthy they pass them on to us. If it's something ridiculous similar to what you refer they don't pass them on and just head them off. If it's worthy of discussion then they'll speak directly.

It's not worth worrying about. It doesn't affect your pay packet. The times are only estimates anyway but people don't read the small print. They expect their cheap tat immediately. Your manager should have chucked this feedback straight in the bin.

[A2B]

It’s happened to me recently on a route I don’t normally do, neighbour’d a parcel and got a zero because I didn’t follow previous instructions- which I didn’t know about as it wasn’t my duty. . Don’t worry about it, just crack on and do your best.

The more you "engage" with this nonsense the more RM will use it as a stick to beat you with

[Sean06]

3 year pay deal being announced tomorrow any rumours?

Lots of rumours but no point in posting them as they are only "rumours".

[Deadly]

It’s happened to me recently on a route I don’t normally do, neighbour’d a parcel and got a zero because I didn’t follow previous instructions- which I didn’t know about as it wasn’t my duty. . Don’t worry about it, just crack on and do your best.

The more you "engage" with this nonsense the more RM will use it as a stick to beat you with

Exactly! I’ve been here long enough to not give a toss.

[TopperGas]

Today, I received a rating of 0 out of 10 stars. The customer was frustrated that their parcel did not arrive before 3pm, as they had been led to expect. This happened to be an extra route I was covering, for which I was working overtime.

Does Royal Mail not take overtime into account?
Why isn’t it sufficient to simply inform the customer that the parcel will be delivered today? Especially in winter, people often work until 8pm.

Year after year, the volume of parcels continues to grow, yet the system still seems designed for those delivering letters with a trolley.

When we've had customer scores they've come from the manager, we can't see them through the PDA or App can we? If it's praiseworthy they pass them on to us. If it's something ridiculous similar to what you refer they don't pass them on and just head them off. If it's worthy of discussion then they'll speak directly.

It's not worth worrying about. It doesn't affect your pay packet. The times are only estimates anyway but people don't read the small print. They expect their cheap tat immediately. Your manager should have chucked this feedback straight in the bin.

Our scores come though the morning after the customer enters their scores on the RM app, so we know we've got a 0 out of 10 before the manager opens their computers in the morning,

Back to the OP the times are approximates based on when the usual postie deliveries the Tracked if they are scanned to core, if they are scanned to a DPR route it'll be on a time window based on when RON says it'll be delivered, Problem is if you are covering a route you've no idea when the usual posties gets to certain addresses, although it's only an approximate time frame not a guarantee.

It's like parcel collects I've had customers say your early/late even though there's nothing on the PDA suggesting what time we're supposed to be collecting the package.

[ted_e_bear]

Further to the above reply the initial point of the recipient expecting the item earlier was maybe due to it being either scanned to core route or RFD earlier in the day, I think if it had been scanned RFD later just prior to the op setting off to do them on overtime then that issue wouldn't have happened.