Wm

The CEO will only receive his bonus if certain customer focussed targets are met as well as the normal business ones.

For instance, 93% of First Class  mail must be delivered by the next day. That BTW is measured not by RM but a totally independent auditor.  They do it by posting thousands of letters, noting time and place of posting and time of delivery.

Also how the public are treated when complaints are being made are measured, so a motivated work force is esential.

Overall, the RM is a good customer focussed organisation but the Government needs to make up its mind in what direction the mail industry is to go. Uncertainty is delaying investment and that is not good.

Regards

Mick