Download Customer Report User Guide

Royal Mail Mailmark ®
Customer Report
User Guide
1
Contents
Welcome to Mailmark Reporting
Appendix
03 Royal Mail Mailmark® Reporting
19 Explaining Performance Measures
04 Logging on to the Mailmark Management System
22 Predicted Delivery explained
05 Reports that are available to you
24 Volume Discrepancy and Missort errors explained
25 Incorrect Format and Incorrect Class errors explained
Using the Reports
06 The Mailmark Analytics Dashboard
07 Finding your way around your reports
09 What the reports tell you: Predicted Delivery
10 What the reports tell you: Mail Volume
26 Machineability errors explained
27 Key points relating to reports
28 Glossary
Getting Help
11 What the reports tell you: Mail Performance
33 Where can I get help?
12 Item Level Exceptions Reporting
34 Contact Details
13 What the reports tell you: Batch Performance
15 Customer Report: Managing Supply Chains
17 Customer Report: Campaign & Job
2
Royal Mail Mailmark® Customer Report User Guide
Royal Mail Mailmark Reporting
Welcome to Royal Mail Mailmark, the new
innovation from Royal Mail that brings you daily
web based reporting to your machine readable
business, advertising and publishing mail.
The purpose of this guide is to help you navigate
through the reporting suite so that you can get the
most out of the information Mailmark provides.
Over time you can build up a detailed picture of your customers’
responses to your communications.
Visibility of Royal Mail network
By being able to see when mail enters and leaves Royal Mail, you
can see and react to the performance of Royal Mail. If something’s
gone wrong or missing, for the first time you will be able to see that
this has happened and react accordingly.
You will be able to see an audit trail and know that your mail has reached
the Royal Mail Delivery office for delivery. You can have more confidence
that important communications have reached their target audience.
What is the Mailmark option?
Mailmark is a new barcoding system introduced by Royal Mail. Through
the application of a simple barcode which is scanned when your mail
arrives at Royal Mail and again when your mail is processed for delivery,
a new level of insight into your customer communications is generated.
What’s new?
Consignment level tracking
For the first time, you will have consignment level tracking meaning
that you will be able to see which of your consignments are predicted
to be delivered, and when. You can quickly react to any problems
- so if you know a customer is unlikely to receive their item on the
expected day, you can contact them or resend the item.
So how does all of this happen and
what do these new analytics look like?
Let’s take a look at the reporting system screen by screen and you
can see how easy it is to find the information that you need in order
to make the most of your Mailmark capability.
Mail that
speaks
volumes
Predicted delivery day
By knowing to the day when your customer is predicted to receive
their mail, you can time your follow up communications more
accurately, increasing the effectiveness of your customer contact.
3
Royal Mail Mailmark® Customer Report User Guide
Logging on to the Mailmark Management System
Let’s take a look at the reporting system screen by screen.
Log in or register
Sending mail
Receiving mail
Shop
Help & support
Log
Logininor
orregister
register
1
Buisness support
Sending mail
Receiving mail
Shop
Close
x
Help
& support
Buisness support
If you are already registered on royalmail.com,
please enter your details here:
2
* Indicates a required field
Two small parcels.
One small price.
Useful tools
We’ve extended our Small Parcel sizes to
include a wide and deep option - both come
with the same small price.
Enter your 13 character tracking number
Track your Parcelforce Wolrdwide item
Firstly, you click on
to the Royal Mail
website.
Track your item
Track
How to find your tracking number
Wide or deep from £2.50
£ Get a price
Find a postcode/address
Other tools
Sending
Receiving
Our prices
Redirecting your mail
Forward mail from your old address
For sending customer orders
Keepsafe
Marketing services
Going on holiday? We’ll hold your mail while
you’re away
For direct mail, door drops and data services
Arrange redelivery
Send bills and statements and improve
mailroom efficiency
Missed your mail? We can redeliver at a more
convenient time
Parcelforce Worldwide
Specialist postal services
Fee to pay?
For heavier parcels
How to find your tracking number
For publishing and election campaign services
For paying customs or underpayment fees
Personal international mail
Airmail letters, parcels and packet services
Joint statement from
Royal Mail and
Communication
Workers Union
Find our more
Send me a new password
Find a postcode/address
If you have not already registered, you can do
Moving house?
Just give us a little notice and we'll ensure
that all your mail follows you safely to your
new address.
Receiving
Log in to Online Business Account
Our prices
Redirecting your mail
Forward mail from your old address
For sending customer orders
All your UK personal mail
Keepsafe
Marketing services
Via Special Delivery, 1st Class or standard
Going on holiday? We’ll hold your mail while
you’re away
For direct mail, door drops and data services
Arrange redelivery
Send bills and statements and improve
mailroom efficiency
General correspondence
Personal parcel services to every destination in
the UK
Missed your mail? We can redeliver at a more
convenient time
Parcelforce Worldwide
For publishing and election campaign services
For paying customs or underpayment fees
We'd like you to make the most of our website, so we've created an area for all your details. If you ever want
you can check out what you've bought in the past and place a repeat order.
Your registration details
Your Online Prepay Account
This is basic information such as your name,
Manage your online prepay account for Online
email and password.
Postage and SmartStamp.
Change registration details
View prepay account
Your online postage
Your shop order history
View and manage your online postage orders.
See the orders you've made in the past.
View your online postage
View order history
Deregistration
Your subscriptions
Click here to cancel your registration with us.
Manage your content subscriptions.
Cancel registration
Manage subscriptions
Royal Mail redirection
Your SmartStamp® account
Our redirection service forwards your mail to
Personal international mail
Access your SmartStamp® account
Joint statement from
Royal Mail and
Communication
Workers Union
Access Royal Mail Mailmark
Find our more
Access your Royal Mail Mailmark reports.
Access Royal Mail Mailmark
? Help & Support
Going on holiday?
Moving house?
We’ll keep all your letters and parcels safe
until you get home.
Just give us a little notice and we'll ensure
that all your mail follows you safely to your
new address.
Need a little help with something?
About us
Our partners
I’m an employee
Stamp retailers
Parcelforce Worldwide
Supporting Prostate Cancer UK
Affiliates
Post Office
Lastest news
Mailing houses
Access to capital
Franking services
Our other websites
Royal Mail Group
Redirect your mail
All Help & Support
Our other websites
About us
Our partners
Royal Mail Group
I’m an employee
Stamp retailers
Royal Mail Group
I’m an employee
Stamp retailers
Parcelforce Worldwide
Supporting Prostate Cancer UK
Affiliates
Parcelforce Worldwide
Supporting Prostate Cancer UK
Affiliates
Post Office
Lastest news
Mailing houses
Post Office
Lastest news
Mailing houses
Our other websites
Log out
Home
Access Mailmark
Knowledgebase
View Supply Chain
Results
Manage Users
Request Information
Click here to access your Mailmark
Analytics and view your eManifest
reporting including predicted delivery,
volume of mail received and
performance of your mail.
> Go to Reports
Supply Chain Details
Search help
4
About us
Supply
Chain
Name
883528
Anyphone Invoice
and Billing
819267
418916
Mailing
Agent
Mail
Originator
Poster/Payer
Supply
Chain
Type
Date
created
Print & Co
Anyphone
Royal Mail
Anyphone
Retail
25/11/2013
Anyphone
Marketing
Print & Co
Anyphone
Logistics Ltd
Anyphone
Network Access
25/11/2013
Anyphone
Contracts
Acme Inc
Anyphone
Royal Mail
Anyphone
Retail
25/11/2013
585653
Acme Inc
Anyphone
Customer Accounts
Anyphone
Logistics Ltd
Anyphone
Retail
25/11/2013
718127
Anyphone
Special Offers
Acme Inc
Anyphone
Logistics Ltd
Anyphone
Network Access
25/11/2013
678223
Anyphone
News Letter
Print & Co
Anyphone
Royal Mail
Anyphone
Retail
Showing 1 to 6 of 6 entries
Terms and conditions
Carrier
Privacy Policy
Cookies Policy
First
25/11/2013
Previous
1
Next
Last
Accessibility
3
On your profile page,
you will now see an
option to ‘Access Royal
Mail Mailmark’ or
‘Access EIB’.
R
Select this option to
go to the Mailmark
Management System
home page.
Our partners
This is your main analytics
dashboard from which you can
access all of your reports.
You can see a navigation menu to your left, a ‘Go to
reports’ button on your right and a ‘Supply Chain
Details’ table at the bottom of the page.
enter results:
Supply
Chain ID
subscribers only)
Apply for a redirection online
Set up your Keepsafe
My Account
View your SmartStamp® account, order history
and subscription details (existing SmartStamp®
your new address.
Airmail letters, parcels and packet services
R
Buisness support
Specialist postal services
Fee to pay?
For heavier parcels
Search help
Mailmark Management System
M
Help & support
to change any details or preferences, you can do so right here. Or if you'd like to make shopping even easier,
MarketReach
R
Shop
Parcel despatch
Log in to Despatch
Manager Online
Sending parcels
Need a little help with something?
All Help & Support
Log in as usual
to your business
account.
Business services
Find a price for sending a letter or parcel
Redirect your mail
Set up your Keepsafe
Other tools
Register
Other Royal Mail accounts
? Help & Support
Going on holiday?
We’ll keep all your letters and parcels safe
until you get home.
Log in
so now.
Wholesale customers
will be able to log on
via the Royal Mail
Wholesale website.
General correspondence
Sending parcels
Enter your 13 character tracking number
Track your Parcelforce Wolrdwide item
(Passwords are case-sensitive, and must
Track
contain 8 characters or more without spaces)
£ password?
Forgotten your
Get a price
Parcel despatch
Find a price for sending a letter or parcel
All your UK personal mail
*Password Track your item
Wide or deep from £2.50
Sending
Receiving mail
My Profile
My Profile
Useful tools
*Email address
We’ve extended our Small Parcel sizes to
include a wide and deep option - both come
with the same small price.
Business services
Via Special Delivery, 1st Class or standard
Personal parcel services to every destination in
the UK
Two small parcels.
One small price.
My Account - Anyphone
Sending mail
Home
The navigation menu includes a link to the
Mailmark Knowledgebase where you can access
help, a link to View your Supply Chain Reports
and a link to where you can Manage Users within
your Supply Chain. You can also use the ‘Request
Information’ link to fill in a form to request further
information from Royal Mail.
The table at the bottom of the home page shows all
of the Supply Chains with which you are associated.
For each Supply Chain, you can see:
• who produced the mailing (the Mailing Agent)
• who the communication belongs to (the Mail Originator)
• who has transported the consignment of mail
(the Carrier)
• who is paying the bill and therefore has the contract
with Royal Mail – this could be the producer, carrier or
originator depending on how the supply chain is set up
• you can also see the type of Supply Chain, whether the
mail is entering Royal Mail via a Retail or a Wholesale
(also known as Network Access) contract as well as the
date the Supply Chain was created.
Clicking on the red reports button at the top
right hand side takes you through to the main
reporting dashboard.
C Royal Mail Group Ltd. All rights reserved
4
Royal Mail Mailmark® Customer Report User Guide
Reports that are available to you
Campaign & Job
The Campaign & Job tab allows
you to view a high level report
of individual Campaigns or Jobs.
eManifest
The eManifest tab displays
all of the Live or Historic
eManifests that are available
on the system within the last
90 days.
Anyphone - Mailmark Analytics
Supply Chain
chain
Supply
eManifest
eMan... Supply chain
Reset
Supply chain name: Anyphone Customer Accounts
Active
Start by choosing Active for a report on a live mailing
or Historic for a report on a completed mailing
Anyphone - Mailmark Analytics
Welcome
Anyphone
Return to MMS
Campaign & Job
View yesterday’s results or look at an earlier day in the mail cycle
24 Feb - eManifest 9554269749
Historic
Last updated
24 Feb
22/02
24/02
25/02
26/02
27/02
Reset
Multiple or significant errors
Last updated 28 February
Supply chain ID
Mail originator
12.5%
Here, you can see what
percentage of your
processed volume we
predict will be delivered
on time and what amount
will be delivered late.
85.5%
Payer
Red
Amber
Green
View all
eManifests
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
25
Go
Print & Co.
Logistics Ltd.
Anyphone
Ltd.
0
0
52
Go
Print & Co.
Royal Mail
Anyphone
Ltd.
1
1
15
Go
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
4
Go
718127
Anyphone
Print & Co.
Logistics Ltd.
Anyphone
Ltd.
0
0
18
Go
678223
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
4
Go
883528
Anyphone
Anyphone Marketing
819267
Anyphone
Anyphone Contract
418916
Anyphone
Anyphone Customer
Accounts
585653
Anyphone Special
Offers
Anyphone Newsletter
Mail producer
Delivered on time
1%
1%
Cannot predict
Delivered late
Successful mailing
In progress
Some minor errors
Successful mailing
Carrier
Anyphone Invoice
and Billing
Predicted Delivery
99%
Some minor errors
Information to show you how different parts of your supply chain are performing
Supply chain name
2%
A visual summary of your mailings
Click a colour:
Supply Chain
Welcome
Anyphone
Return to MMS
Campaign & Job
Multiple or significant errors and is likely to lead to surcharge
Click an eManifest to view more information
Hardcover
Date
Data
Submitted
21/02/2014
21/02/2014 Anyphone Customer Accounts
Supply Chain Name
20/02/2014 20/02/2014 Anyphone Newsletter
Volume
These numbers indicate
how many mail pieces
entered our network and
give you added insights
into your supply chain.
9554269749
1415354262
20/02/2014 20/02/2014 Anyphone Newsletter
7096351653
19/02/2014 19/02/2014 Anyphone Customer Accounts
6269319319
19/02/2014 18/02/2014 Anyphone Marketing
4748822287
17/02/2014 17/02/2014 Anyphone Contracts
0734591123
16/02/2014 16/02/2014 Anyphone Invoice and Billing
4946770265
15/02/2014 15/02/2014 Anyphone Newsletter
1482057352
15/02/2014 14/02/2014 Anyphone Special Offers
6976566700
13/02/2014 13/02/2014 Anyphone Invoice and Billing
7906235705
12/02/2014 12/02/2014 Anyphone Newsletter
6099100659
11/02/2014 11/02/2014 Anyphone Contracts
5184272707
10/02/2014 10/02/2014 Anyphone Invoice and Billing
500
eManifest ID
0382450508
08/02/2014 08/02/2014 Anyphone Contracts
5562878094
Declared volume
Machine processed
Processed late
Not machine processed
16,800
Error Type
Performance
5.9%
Volume
discrepancies
Of the total volume of your mail
we processed that entered our
network, these figures can help
you determine how many mail
pieces met agreed standards
for the eManifest.
0376015808
10/02/2014 09/02/2014 Anyphone Special Offers
3,000
20,000
The Supply Chain tab
displays all of the Supply
Chains in which you are
a Participant that are
available on the system
within the last 90 days.
14
Missorts
347
Product
non-compliance
82
Machineability
580
94.1%
Click on the Error type to view in more detail
Didn’t meet standards
Met standards
View by
Supply Chain Name
Supply Chain ID
How is your batch performing?
We want to hear your feedback
Batch Level
The Batch Level report details
the Predicted Delivery,
Volume and Performance
for each batch within the
selected eManifest.
We want to hear your feedback
Questions? Find the answers
in our User Guide
Email us
Anyphone - Mailmark Analytics - Batch Level
Questions? Find out the answers
in our user guide
Email us
Anyphone - Mailmark Analytics
Welcome
Anyphone
How did your batch perform? > eManifest 9554269749
Welcome
Anyphone
Return to MMS
eManifest 9554269749 > Product non-compliance
Detailed information on mail that didn’t reach agreed batch standards
Your overall eManifest and batch analysis
Last Updated : 24 Feb
Multiple or significant errors
and is likely to lead to surcharge
Performance indicator :
Some minor errors
Successful mailing
Last updated 27 February
Anyphone Customer Accounts - eManifest 9554269749
Predicted delivery
Volume
2%
Postcode
Batch ID
Batch Reference
Error Type
444137
AD87 9LD
1397895
Premium Customer
Accounts
420886
B56 1SL
1397895
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
Discount Extension 1
Retentions
Anyphone Personal
Extra Handset 1
Sales
500
12.5%
5.5%
808
Volume
discrepancies
14
Missorts
85.5%
347
Product
non-compliance
82
Machineability
18,692
580
Delivered on time
Declared volume
Processed late
Didn’t meet standards
Delivered late
In progress
Machine processed
Not machine proessed
Met standards
Volume
Error Type
200
500
2.9%
Volume
discrepancies
Missorts
B8U 1ZP
1397898
1397895
Premium Customer
Accounts
519368
CH75 2DY
1397895
Premium Customer
Account
Extra Handset 1
Sales
Anyphone Personal
740755
CN62 6SZ
1397898
End of Contract
Customer Offerr
Discount Extension 1
Retentions
Anyphone Personal
870725
Discount Extension 1
Retentions
Anyphone Personal
CN62 6SZ
1397898
End of Contract
Customer Offer
10160
DE75 2QD
1397898
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
DH11 3PY
1397895
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
916488
DP73 1DN
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
500224
E1W 9TN
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
865934
EC1E 6BA
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
469505
EC2K 1ST
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
Discount Extension 1
Retentions
Anyphone Personal
14
47
Machineability
9,300
82
108
Delivered on time
Cannot predict
Declared volume
Processed late
Didn’t meet standards
Delivered late
In progress
Machine processed
Not machine proessed
Met standards
End of Contract Customer Access
Predicted delivery
499219
EC4G 7WX
1397898
End of Contract
Customer Offer
710713
G49 5RD
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
Discount Extension 1
Retentions
Anyphone Personal
97.1%
Click on the error type to view in more detail
Volume
972019
G66 2NZ
1397898
End of Contract
Customer Offer
413827
JG3S 8WA
1397898
Premium Customer
Accounts
Extra Handset 1
Sales
Extra Handset 1
Sales
Anyphone Personal
Discount Extension 1
Retentions
Anyphone Personal
Error Type
300
308
8.2%
The Item Level report
details the items declared
on the eManifest that have
not been Machine Processed
by Royal Mail.
Anyphone Personal
11471
KS11 2PS
1397895
Premium Customer
Accounts
913938
L12 1DD
1397895
End of Contract
Customer Offer
234100
M70 1EE
1397898
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
534833
N16 4HJ
1397895
End of Contract
C t
Off
Discount Extension 1
Retentions
Anyphone Personal
Performance
25%
Anyphone Personal
551894
10,000
Product
non-compliance
Anyphone Personal
BL36 1WL
Performance
4%
Sales
385187
Click on the error type to view in more detail
Premium Customer Account
Extra Handset 1
931089
94.5%
Cannot predict
96%
Department
End of Contract
Customer Offer
20,000
Predicted delivery
Campaign Name
Mail originator
sub devisions
Item ID
Performance
Item Level
5
Royal Mail Mailmark® Customer Report User Guide
The Mailmark Analytics Dashboard
Clicking the ‘Go to Reports’
button brings you to this
dashboard where you can view
and manage your eManifests
The eManifest Report allows you to select a
specific eManifest within the reporting suite.
Anyphone - Mailmark Analytics
eManifest
Welcome
Anyphone
Return to MMS
chain Campaign & Job
Supply Chain
Start by choosing Active for a report on a live mailing
or Historic for a report on a completed mailing
Reset
Active
Supply chain name: Anyphone Customer Accounts
View yesterday’s results or look at an earlier day in the mail cycle
22 Feb - eManifest 9554269749
Historic
Last updated
22 Feb
22/02
24/02
25/02
26/02
27/02
Predicted Delivery
Here, you can see what
percentage of your
processed volume we
predict will be delivered
on time and what amount
will be delivered late.
98%
Once an eManifest is selected this
report provides the following performance
information on that eManifest:
45%
53%
Delivered on time
1%
1%
Cannot predict
Delivered late
Successful mailing
In progress
Royal Mail’s Predicted Delivery
A measure of the Volume Declared
versus the volume Machine Processed
The Performance measure of
the eManifest.
The list of eManifests defaults to showing
the oldest active Manifest at the top. You
can change the order of eManifests by
clicking on the column headers.
Please note: the data shown will be that
of the active eManifest. If there are no
active eManifests, you will see a ‘No data
available’ message.
You will still be able to see Historic
eManifests (up to 90 days) by clicking the
‘Historic’ button above the Fuel Dial.
Predicted Delivery
Some minor errors
This is the Royal Mail
Predicted Delivery
performance for the selected
eManifest.
Multiple or significant errors
This is the Fuel Dial which
displays all of the eManifests
which can be selected.
By clicking on red, amber or
green, you can select a set
of eManifests based on their
performance.
2%
A visual summary of your mailings
Click a colour:
Fuel Dial
Click an eManifest to view more information
Handover
Date
Date
Submitted
21/02/2014
21/02/2014 Anyphone Customer Accounts
Supply Chain Name
Volume
200
eManifest ID
9554269749
20/02/2014 20/02/2014 Anyphone Newsletter
1415354262
19/02/2014 19/02/2014 Anyphone Customer Accounts
7096351653
19/02/2014 18/02/2014 Anyphone Marketing
6269319319
17/02/2014 17/02/2014 Anyphone Contracts
4748822287
14/02/2014 14/02/2014 Anyphone Invoice and Billing
0734591123
13/02/2014 13/02/2014 Anyphone Newsletter
4946770265
13/02/2014 12/02/2014 Anyphone Special Offers
1482057352
11/02/2014 11/02/2014 Anyphone Invoice and Billing
6976566700
10/02/2014 10/02/2014 Anyphone Contracts
7906235705
06/02/2014 07/02/2014 Anyphone Invoice and Billing
6099100659
06/02/2014 06/02/2014 Anyphone Special Offers
5184272707
04/02/2014 05/02/2014 Anyphone Contracts
0376015808
04/02/2014 04/02/2014 Anyphone Special Offers
0382450508
01/02/2014 03/02/2014 Anyphone Special Offers
5562878094
These numbers indicate
how many mail pieces
entered our network and
give you added insights
into your supply chain.
9,500
20,000
Declared volume
Machine processed
Processed late
Not machine processed
10,300
This is the Royal Mail
Volume measurement for
the selected eManifest.
Error Type
Performance
2.9%
Of the total volume of your mail
we processed that entered our
network, these figures can help
you determine how many mail
pieces met agreed standards
for the eManifest.
Volume
discrepancies
14
Missorts
47
Product
non-compliance
82
Machineability
158
97.1%
Click on the Error type to view in more detail
Supply Chain Name
Supply Chain ID
We want to hear your feedback
Email us
Performance
Didn’t meet standards
Met standards
View by
Volume
How is your batch performing?
Questions? Find the answers
in our User Guide
This is the Royal Mail
Performance measure for the
selected eManifest. It shows
your mail performance against
the categories shown.
Batch Performance
Click here to view performance of
the batches within the eManifest
6
Royal Mail Mailmark® Customer Report User Guide
Finding your way around your reports
eManifest
Supply chain
Chain
Campaign & Job
Start by choosing Active for a report on a live mailing
or Historic for a report on a completed mailing
98%
Active
1%
1%
Historic
Successful mailing
What are the Active and Historic views?
What is this?
Clicking this button selects between Active and Historic views
of the report.
This is the Fuel Dial which is a visual summary of the performance
of all your active mailings. You can view the fuel dial for both Active
and Historic mailings by clicking on the relevant button.
When Active is selected then all eManifests that are open,
i.e. have mail due for delivery within the next 5 working days,
are listed in the Fuel Dial.
When Historic is selected, you will need to enter a mailing
‘Handover Date’. You can select any date within the last 90 days.
If you are not sure of the Handover Date of the mailing that
you are looking for, you can find this in your Docket Hub
confirmation email.
What does it do?
It enables you to select a specific eManifest based on its
combined Performance measure:
Green = a successful mailing
Amber = some minor errors
Red = multiple or significant errors
7
Royal Mail Mailmark® Customer Report User Guide
Finding your way around your reports (continued)
What is this?
Click an eManifest to view more information
eManifest ID
This is the eManifest List which displays all of the
eManifests corresponding to the Fuel Dial selection.
9554269749
What does it do?
20/02/2014 20/02/2014 Anyphone Newsletter
1415354262
19/02/2014 19/02/2014 Anyphone Customer Accounts
7096351653
It lists all the available eManifests based on the
following criteria:
19/02/2014 18/02/2014 Anyphone Marketing
6269319319
17/02/2014 17/02/2014 Anyphone Contracts
4748822287
14/02/2014 14/02/2014 Anyphone Invoice and Billing
0734591123
13/02/2014 13/02/2014 Anyphone Newsletter
4946770265
13/02/2014 12/02/2014 Anyphone Special Offers
1482057352
11/02/2014 11/02/2014 Anyphone Invoice and Billing
6976566700
10/02/2014 10/02/2014 Anyphone Contracts
7906235705
06/02/2014 07/02/2014 Anyphone Invoice and Billing
6099100659
How do I use it?
06/02/2014 06/02/2014 Anyphone Special Offers
5184272707
04/02/2014 05/02/2014 Anyphone Contracts
0376015808
The list can be populated by Supply Chain Name, Supply
Chain ID or Sales Order ID.
04/02/2014 04/02/2014 Anyphone Special Offers
0382450508
01/02/2014 03/02/2014 Anyphone Special Offers
5562878094
Handover
Date
Date
Submitted
21/02/2014
21/02/2014 Anyphone Customer Accounts
View by
Supply Chain Name
Supply Chain Name
Supply Chain ID
Handover Date – the date the mail was due to be handed
over to Royal Mail.
Date Submitted – the date on which the eManifest was
submitted to Royal Mail.
Supply Chain Name – the Supply Chain Name as agreed
with Royal Mail and as declared in the eManifest.
eManifest ID – the eManifest ID number as sent to you
by Docket Hub.
You can click on the individual eManifests on the left and
the corresponding eManifest data will be shown in the
charts on the right hand side of the screen.
You can click on the radio buttons at the bottom of the list
to choose how the list is populated; for example by Supply
Chain ID or Supply Chain Name.
8
Royal Mail Mailmark® Customer Report User Guide
What the reports tell you: Predicted Delivery
What is this?
2%
This chart shows the Predicted Delivery for the mailing in the
selected eManifest.
Note: items that were handed over late do not form part of this
measure.
45%
The measure is broken down into four segments:
53%
Delivered on time
Cannot predict
Delivered late
In progress
Info
Hover your mouse over
each segment to view the
actual volumes of mail.
Delivered on Time: % of mail pieces delivered on the due day of
service for the product or earlier.
In Progress: % of mail pieces within the eManifest not yet
due for delivery.
Delivered Late: % of mail pieces handed over on time which
Royal Mail is predicting it will deliver late.
Cannot Predict: % of mail pieces for which there is insufficient
tracking information to make a prediction.
Note: As more mail is processed by Royal Mail, the ‘Delivered on time’
numbers go up, as do the ‘Machine processed’ numbers. Viewing the
data after the 5-day closeout will give you the most accurate picture of
the performance of your mailing.
9
Royal Mail Mailmark® Customer Report User Guide
What the reports tell you: Mail Volume
What is this?
This is the Royal Mail Volume chart for the selected eManifest.
200
What does it do?
This chart shows the volume of mail declared in the eManifest
compared to the volume of mail that is Machine Processed by
Royal Mail. The measure is broken down into four segments:
9,500
20,000
Declared volume
Machine processed
Processed late
10,300
Not machine processed
Declared Volume: The number of mail pieces declared in the
eManifest selected.
Machine Processed: The number of mail pieces machine processed
by Royal Mail.
Processed Late: The number of mail pieces handed over that were
machine processed late. This could be due to a number of reasons
including late handover.
Not Machine Processed: The number of mail pieces declared in the
eManifest which have not yet been machine processed by Royal Mail.
The left column shows the volume that you have declared in
your eManifest. The right column shows the volume that has been
machine processed.
Note: You can click the ‘Not machine processed’ link to view a list of all
the items that have not yet been processed on Royal Mail machines.
As with all of the reporting, viewing the data after the 5-day closeout
will give you a fuller picture of the performance of your mailing.
10
Royal Mail Mailmark® Customer Report User Guide
What the reports tell you: Mail Performance
What is this?
Error Type
2.9%
Volume
discrepancies
il
r
p
The Performance data helps you see the quality of the mail you
are sending to us. If there are common problems like address quality,
incorrectly declared products or mail that can’t go through our
machines you’ll see it here.
14
Missorts
47
Product
non-compliance
The Performance measure is broken down into four categories:
82
Machineability
158
97.1%
Click on the Error type to view in more detail
Didn’t meet standards
Met standards
Info
Info
The numbers on the right
will not always add up to
the numbers on the left as
mail pieces may have more
than one error.
Clicking on the error types
will take you to the Item Level
Reporting which will detail the
individual mail pieces that fall
into each error category.
Volume Discrepancy: This occurs when the number of mail pieces
processed on our machines exceeds the number declared in the
eManifest. This is likely to be because there have been duplicate mail
pieces printed.
Missorts: Sorted mail pieces that were presented to the wrong
Mail Centre and needed to be re-sorted to the correct Mail Centre
for subsequent delivery.
Product Non-Compliance: Mail pieces that do not match the
product, class or format declared within the eManifest.
Machineability: Mail pieces that could not or could not optimally
be machine processed by Royal Mail.
Note: As with all of the reporting, viewing the data after the 5-day
closeout will give you a fuller picture of the performance of your mailing.
11
Royal Mail Mailmark® Customer Report User Guide
Item Level Exceptions Reporting
What is this?
This is the Mailmark Analytics Item Level Report that details all of
the mail pieces with errors.
Anyphone - Mailmark Analytics
Welcome
Anyphone
Return to MMS
eManifest 9554269749 > Product non-compliance
Detailed information on mail that didn’t reach agreed batch standards
What does it do?
It details all of the Unique Items declared on the eManifest that were
not machine processed by Royal Mail or did not meet performance
standards. The report shows the following item level information:
Item ID: This is the 90 day, unique reference number.
Postcode: The Postcode declared in the eManifest.
The Item Level Report also contains other information about the batch
including the Batch ID, the Batch Reference, the Campaign Name and
the Department. The Customer Meaningful Reference provides another
field where you can enter a reference to identify each mail piece. You
create these details when you submit your eManifest.
Note: In the Item level and Batch reports you will see an additional
toolbar above the main reporting toolbar at the top.
This toolbar provides extra functions. You can hover over each button
to see what it does.
On this toolbar is the ‘Save’ button which allows you to save your item
level exception report as a .CSV or a .pdf file.
Last updated 27 February
Item ID
Postcode
Batch ID
Batch Reference
Campaign Name
Department
Customer
Meaningful Reference
444137
AD87 9LD
1397895
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
420886
B56 1SL
1397895
931089
B8U 1ZP
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
Extra Handset 1
Sales
Anyphone Personal
385187
BL36 1WL
1397895
Premium Customer
Accounts
519368
CH75 2DY
1397895
Premium Customer
Account
Extra Handset 1
Sales
Anyphone Personal
End of Contract
Customer Offerr
Discount Extension 1
Retentions
Anyphone Personal
740755
CN62 6SZ
1397898
870725
CN62 6SZ
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
DE75 2QD
1397898
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
551894
DH11 3PY
1397895
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
916488
DP73 1DN
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
Discount Extension 1
Retentions
Anyphone Personal
10160
500224
E1W 9TN
1397898
End of Contract
Customer Offer
865934
EC1E 6BA
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
Discount Extension 1
Retentions
Anyphone Personal
469505
EC2K 1ST
1397898
End of Contract
Customer Offer
499219
EC4G 7WX
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
1397898
End of Contract
Customer Offer
Discount Extension 1
Retentions
Anyphone Personal
Discount Extension 1
Retentions
Anyphone Personal
710713
G49 5RD
972019
G66 2NZ
1397898
End of Contract
Customer Offer
413827
JG3S 8WA
1397898
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
Anyphone Personal
11471
KS11 2PS
1397895
913938
L12 1DD
1397895
End of Contract
Customer Offer
Discount Extension 1
Retentions
1397898
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
Discount Extension 1
Retentions
Anyphone Personal
234100
M70 1EE
534833
N16 4HJ
1397895
End of Contract
Customer Offer
90637
N1C 8YS
1397898
Premium Customer
Account
Extra Handset 1
Sales
Anyphone Personal
1397895
Premium Customer
Accounts
Extra Handset 1
Sales
Anyphone Personal
234100
N1P 6SJ
12
Royal Mail Mailmark® Customer Report User Guide
What the reports tell you: Batch Performance
What is this?
Anyphone - Mailmark Analytics - Batch Level
This is the Batch level report which breaks down the
eManifest into its component batches of mail.
How did your batch perform? > eManifest 9554269749
Your overall eManifest and batch analysis
Last Updated : 24 Feb
What does it do?
Welcome
Anyphone
Performance indicator :
Multiple or significant errors
Some minor errors
Successful mailing
Anyphone Customer Accounts - eManifest 9554269749
Predicted delivery
It allows you to look at the performance of each batch
of mail.
Volume
Performance
2%
Error Type
500
12.5%
5.5%
808
Volume
discrepancies
14
Missorts
85.5%
Product
non-compliance
The top row of charts shows the eManifest level report.
82
Machineability
18,692
The rows beneath show the performance of individual
batches. If there are more than two batches then the
rest of the batches for that eManifest are displayed on
subsequent pages.
347
20,000
580
94.5%
Click on the error type to view in more detail
Delivered on time
Cannot predict
Declared volume
Processed late
Didn’t meet standards
Delivered late
In progress
Machine processed
Not machine proessed
Met standards
Premium Customer Account
Predicted delivery
Volume
Performance
4%
Error Type
200
500
2.9%
Volume
discrepancies
14
Missorts
96%
47
10,000
Product
non-compliance
82
Machineability
9,300
108
97.1%
Click on the error type to view in more detail
Delivered on time
Cannot predict
Declared volume
Processed late
Didn’t meet standards
Delivered late
In progress
Machine processed
Not machine proessed
Met standards
End of Contract Customer Access
Predicted delivery
Volume
Performance
25%
Error Type
300
308
8.2%
Volume
discrepancies
0
Missorts
300
10,000
75%
Product
non-compliance
Machineability
0
472
91%
9,692
Click on the error type to view in more detail
Delivered on time
Cannot predict
Declared volume
Processed late
Didn’t meet standards
Delivered late
In progress
Machine processed
Not machine proessed
Met standards
We want to hear your feedback
Find us
Questions? Find the answers
in our User Guide
Continued >>
13
Royal Mail Mailmark® Customer Report User Guide
What the reports tell you: Batch Performance (continued)
Batch Level Reports
Anyphone - Mailmark Analytics - Batch Level
Welcome
Anyphone
This is the 1st Batch level report.
How did your batch perform? > eManifest 9554269749
These reports provide the following performance information
on the Batch:
Your overall eManifest and batch analysis
Last Updated : 24 Feb
Performance indicator :
Multiple or significant errors
Some minor errors
Successful mailing
Anyphone Customer Accounts - eManifest 9554269749
Royal Mail’s Predicted Delivery
Predicted delivery
Volume
Performance
2%
Error Type
500
A measure of the Volume Declared versus the volume
Machine Processed
12.5%
5.5%
808
Volume
discrepancies
14
Missorts
85.5%
347
20,000
Product
non-compliance
The Performance measure of the eManifest.
82
Machineability
18,692
580
94.5%
Click on the error type to view in more detail
Each Batch has the following overall measure:
= A successful mailing
Delivered on time
Cannot predict
Declared volume
Processed late
Didn’t meet standards
Delivered late
In progress
Machine processed
Not machine proessed
Met standards
Premium Customer Account
Predicted delivery
Volume
Performance
4%
= A mailing that has some minor errors
= A mailing that has multiple or significant errors
Error Type
200
500
2.9%
Volume
discrepancies
14
Missorts
96%
47
10,000
Product
non-compliance
82
Machineability
9,300
Click on the error type to view in more detail
Did you know?
Batch name information is carried through into the reporting; so the naming of
batches can be important in helping you to extract greater value from your reports.
The default naming convention for Batches is 1, 2, 3 etc., however you can
change the defaults to use more meaningful names. In this example there are
two batches – one for a ‘Premium’ customer account mailing and one for an
‘End of Contract’ customer account mailing. You can see how in this instance,
giving batches meaningful names can start to drive data collection by campaign.
108
97.1%
Delivered on time
Cannot predict
Declared volume
Processed late
Didn’t meet standards
Delivered late
In progress
Machine processed
Not machine proessed
Met standards
End of Contract Customer Access
Predicted delivery
Volume
Performance
25%
Error Type
300
308
8.2%
Volume
discrepancies
0
Missorts
300
10,000
75%
Product
non-compliance
Machineability
0
472
91%
9,692
Click on the error type to view in more detail
Please note: The information in the reports is an indication of the
performance of a Batch. Item level information cannot be used or relied on
for refund applications or other quality of service or loss, damage or delay
compensation purposes. There will always be a proportion of items that
are not read by our processing machines.
Delivered on time
Cannot predict
Declared volume
Processed late
Didn’t meet standards
Delivered late
In progress
Machine processed
Not machine proessed
Met standards
We want to hear your feedback
Find us
Questions? Find the answers
in our User Guide
14
Royal Mail Mailmark® Customer Report User Guide
Customer Report: Managing Supply Chains
What is this?
Anyphone - Mailmark Analytics
This is the Supply Chain tab.
What does it do?
eMan... Supply chain
Welcome
Anyphone
Return to MMS
Campaign & Job
Reset
Multiple or significant errors
Last updated 28 February
Some minor errors
Successful mailing
Information to show you how different parts of your supply chain are performing
When you click the Supply Chain tab, you can see at a glance
all of the Supply Chains of which you are a Participant which
have been active in the last 90 days.
You can view the eManifests within each Supply Chain
according to their performance by clicking on red, amber or
green. Click the ‘Go’ button to return to the eManifest view.
Supply chain name
Supply chain ID
Mail originator
Mail producer
Carrier
Payer
Red
Amber
Green
View all
eManifests
Anyphone Invoice
and Billing
883528
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
25
Go
Anyphone Marketing
819267
Anyphone
Print & Co.
Logistics Ltd.
Anyphone
Ltd.
0
0
52
Go
Anyphone Contract
418916
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
1
1
15
Go
Anyphone Customer
Accounts
585653
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
4
Go
Anyphone Special
Offers
718127
Anyphone
Print & Co.
Logistics Ltd.
Anyphone
Ltd.
0
0
18
Go
Anyphone Newsletter
678223
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
4
Go
You can order the Supply Chains by clicking on the
column headers.
We want to hear your feedback
Email us
Questions? Find out the answers
in our user guide
Continued >>
15
Royal Mail Mailmark® Customer Report User Guide
Customer Report: Managing Supply Chains (continued)
The table is made up of the following components:
Supply Chain Name: The name you have given to this particular
Supply Chain. This name should be meaningful to you and the other
Participants in this Supply Chain.
Anyphone - Mailmark Analytics
eMan... Supply chain
Welcome
Anyphone
Return to MMS
Campaign & Job
Reset
Multiple or significant errors
Last updated 28 February
Some minor errors
Successful mailing
Information to show you how different parts of your supply chain are performing
Supply Chain ID: The identification number that uniquely identifies a
specific supply chain. This is generated by the Mailmark Management
System and administered by the Customer Take-On Team.
Mail Originator: Typically the Supply Chain Participant who owns
the information which is to be printed in the mailing.
Mail Producer or Mailing Agent: Typically the Supply Chain
Participant who produces the mail pieces within the Batch of mail.
Supply chain name
Supply chain ID
Mail originator
Mail producer
Carrier
Payer
Red
Amber
Green
View all
eManifests
Anyphone Invoice
and Billing
883528
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
25
Go
Anyphone Marketing
819267
Anyphone
Print & Co.
Logistics Ltd.
Anyphone
Ltd.
0
0
52
Go
Anyphone Contract
418916
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
1
1
15
Go
Anyphone Customer
Accounts
585653
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
4
Go
Anyphone Special
Offers
718127
Anyphone
Print & Co.
Logistics Ltd.
Anyphone
Ltd.
0
0
18
Go
Anyphone Newsletter
678223
Anyphone
Print & Co.
Royal Mail
Anyphone
Ltd.
0
0
4
Go
If the Mail Originator produces their own mailings then they will
also be the Mail Producer or this role may be taken by a 3rd party
Mailing House.
The Mail Producer typically also creates the eManifest for
submission to Royal Mail although the Carrier may also perform
this function depending on how the Supply Chain is set up.
Carrier: The participant responsible for delivering the
mail to a Royal Mail mail centre. This participant is either Royal Mail
or a Wholesale supplier.
Bill Payer: The Participant responsible for paying Royal Mail
for the delivery of all batches contained within the eManifest.
We want to hear your feedback
Email us
Questions? Find out the answers
in our user guide
Note: A company can carry out multiple roles within a Supply Chain.
16
Royal Mail Mailmark® Customer Report User Guide
Customer Report: Campaign & Job
What is this?
Anyphone - Mailmark Analytics
This is the Campaign & Job tab.
What does it do?
When you click on the Campaign & Job tab, you can view at a high level,
your named campaign & jobs across multiple eManifests.
eManifest
Supply chain
Welcome
Anyphone
Return to MMS
Refresh
Campaign & Job
Below are the results for the campaign or job selected on the table on the left hand side.
To view a different campaign or job please change your selection on the table.
Here you can view the effectiveness of your job and mailing campaign. You
can view jobs and campaigns raised from 29/11/2013 up to 28/02/2014.
Please select a date range to see the Campaigns or Jobs in that period.
x
February 2014
Job (2)
Campaign (1)
Show results by:
Mon Tues Weds Thu Fri Sat Sun
1
2
3
4
5
18%
Filter by date:
How do I use it?
You can click on the radio buttons at the top to choose how the list is
populated; either by campaign or job.
You can choose a date range within the last 90 days. If you do not select
a date range, the data for the whole of the last 90 days will be shown.
From
01
/
02
/
2014
To
28
/
02
/
2014
Submit
6
7
8
13
14
15
9
10 11 12
Predicted
Delivery
16
17 18 19
Here, you
can see what
20
21 22 23
24 25 26
percentage of your
27
28 29 processed
30
31 volume we
.
The past 3 months of Campaignspredict
or Jobs are available.
will be delivered
on time and what amount
will be delivered late.
2%
80%
Delivered on time
Cannot predict
Click an eManifest to view more information
Delivered late
Campaign
Supply chain name
Anyphone Customer Accounts Rem #1
Anyphone Customer Accounts
Starting
Date
19 Feb
In progress
Volume
These numbers indicate
how many mail pieces
entered our network and
give you added insights
into your supply chain.
Select the campaign name for which you wish to view the data
800
39,200
40,000
Declared volume
Machine processed
Processed late
Not machine processed
The charts on the right will then be updated with the data for your
selected dates.
Performance
Of the total volume of your
mail we processed that
entered our network, these
figures can help you determine how many mail pieces
met agreed standards for
the eManifest.
Error Type
1%
Volume
discrepancies
41
Missorts
63
Product
non-compliance
Machineability
101
190
99%
Click on the Error type to view in more detail
Didn’t meet standards
Met standards
How is your batch performing?
We want to hear your feedback
Questions? Find the answers
in our User Guide
Email us
Select a date range within
the last 90 days.
17
Royal Mail Mailmark® Customer Report User Guide
Customer Report: Campaign & Job (continued)
Anyphone - Mailmark Analytics
eManifest
Supply chain
Welcome
Anyphone
Return to MMS
Campaign & Job
Start by choosing Active for a report on a live mailing
or Historic for a report on a completed mailing
Reset
Active
Supply chain name: Anyphone Customer Accounts
View yesterday’s results or look at an earlier day in the mail cycle
22 Feb - eManifest 9554269749
Historic
Last updated
22 Feb
22/02
24/02
25/02
26/02
27/02
2%
A visual summary of your mailings
Click a colour:
Campaign & Job
The Campaign & Jobs tab
groups selected campaigns or
jobs by name across multiple
eManifests within the available
90 day period.
Predicted Delivery
Here, you can see what
percentage of your
processed volume we
predict will be delivered
on time and what amount
will be delivered late.
98%
45%
53%
Delivered on time
1%
1%
Cannot predict
Delivered late
Successful mailing
In progress
Some minor errors
Multiple or significant errors
Click an eManifest to view more information
Supply Chain Name
Volume
Handover
Date
Date
Submitted
21/02/2014
21/02/2014 Anyphone Customer Accounts
9554269749
19/02/2014 19/02/2014 Anyphone Customer Accounts
7096351653
200
eManifest ID
These numbers indicate
how many mail pieces
entered our network and
give you added insights
into your supply chain.
9,500
20,000
Declared volume
Machine processed
Processed late
Not machine processed
10,300
Performance
Error Type
2.9%
Of the total volume of your mail
we processed that entered our
network, these figures can help
you determine how many mail
pieces met agreed standards
for the eManifest.
Volume
discrepancies
14
Missorts
47
Product
non-compliance
Machineability
These charts present the
same volume, performance
and predicted delivery data as
explained earlier in this guide,
but for the selected job or
campaign and date range.
82
158
97.1%
Click on the Error type to view in more detail
Didn’t meet standards
Met standards
View by
Supply Chain Name
Supply Chain ID
We want to hear your feedback
Email us
How is your batch performing?
Questions? Find the answers
in our User Guide
Please note: The numbers in the charts
will be bigger as the data shown is for
several eManifests.
There is no item level reporting or batch view
for the Campaign & Job report.
18
Royal Mail Mailmark® Customer Report User Guide
Explaining Performance Measures
Performance measure
How are they used?
How can I fix them?
Predicted Delivery: The purpose of the
‘predicted delivery’ chart is to provide
customers with a definitive view of the
percentage of the mailing predicted to be
delivered on time against the standard of
service purchased.
Royal Mail will use the new predicted
delivery measure to highlight and
resolve improvement areas within our
supply chain.
By working with your supply chain
partners to ensure that your mailings are:
What might be the reasons for unexpected
performance?:
The Mail Centre or Delivery Office has
not machine processed the mail at the
expected time
The Performance measures indicate that the
mail was not easily machineable.
Under the current General Terms &
Conditions Royal Mail performance is
measured by an end to end annual
Quality of Service sampling system
operated by an external provider and
Royal Mail is currently not obliged
to pay compensation to business
customers for delay.
Declared to Royal Mail correctly and
handed over on time. This means that
Royal Mail will be able to predict delivery
on a greater proportion of your mail
Forecasted accurately as this ensures
that we have the right resources in place
to manage your mail
Fully machineable as this ensures that
Royal Mail can accurately report against
your mailings.
What happens next?
1. Mailmark Item Level exception reporting will
highlight to customers which items have not
been machine processed as expected and this
will support root cause analysis and identify
whether further action needs to be taken.
19
Royal Mail Mailmark® Customer Report User Guide
Explaining Performance Measures
Performance measure
How are they used?
How can I fix them?
Volume: The purpose of the Volume chart
is to highlight any difference between the
volume of mail declared on the eManifest and
the volume machine processed by Royal Mail.
Customers are required to provide
accurate eManifests that match the
volumes on the Sales order.
Your production and billing teams need
to work together to ensure that there is
a match between the eManifest volumes
and your Sales Order volumes
Ensure that the method for handling
spoils is robust. Where possible before
submission, ensure spoils volumes are
removed from the eManifest
Ensure high machineability by adhering
to mandatory and recommended
specifications (see next page).
What might be the reasons for unexpected
performance:
The Mail Producer may not have made the
item or handed it over
Items have been delayed in the Network by
the mail Carrier
Royal Mail has manually processed
these items as they were not necessarily
machineable.
Customers will be charged according
to their Sales Order. Should Royal Mail
identify undeclared items after 5 days,
these will be assessed against the Sales
Order which may be adjusted to include
un-manifested items.
What happens next?
1. Individual items that have not been
machine processed are listed in the Item
Level Exception Report
2. You can use the Machine Processed
information to help you plan your customer
interactions better.
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Royal Mail Mailmark® Customer Report User Guide
Explaining Performance Measures
Performance measure
How are they used?
How can I fix them?
Performance: The purpose of the
Performance chart is to measure the
Performance of the eManifest.
What might be the reasons for unexpected
performance:
Where significant errors have been
identified against your Sales Order,
it may be adjusted in the following
manner:
Volumes:
Volume discrepancy: This occurs when
the number of mail pieces processed on our
machines exceeds the number declared in the
eManifest. This is likely to be because there
have been duplicate mail pieces printed.
Volume discrepancy: Sales Order
volumes may be adjusted to reflect
duplicate volumes
Ensure that the correct address database
is being used by the production team
Missorts: An adjustment charge
may be raised per missorted item
Ensure that the Sales order is being
correctly completed by the billing team
Product non-compliance: Sales
Order may be adjusted to reflect the
correct Class, Format or Product
Missorts: This measure shows sorted mail
pieces that were presented to the wrong Mail
Centre. This might be due to: incorrect bag
labelling or incorrect network operations.
Royal Mail will process and forward these
items to the correct location for delivery
Performance reporting can be used to
analyse results and then target problem
areas within your production pipeline.
Machineability: An adjustment
charge may be raised per nonmachineable item.
Product non-compliance: This reports on
the mail pieces that do not match the product,
class or format declared within the eManifest
Machineability: The mail pieces could not be
optimally machine processed and this might
be due to a series of production reasons such
as: Postcode inaccuracy, DPS inaccuracy,
address slipped from the window, inserts
preventing machine processing or the address
could not be resolved for sorting.
Ensure each item bears a unique barcode.
Missorts and Product non-compliance:
Machineability:
Use the item level data to review
customer address file issues
Unable to resolve items – check
addressing format (e.g. for incomplete
or nonsense addresses).
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Royal Mail Mailmark® Customer Report User Guide
Predicted Delivery explained
The Predicted Delivery measure is a calculation
based on the following information:
2%
Facts = Known events such as tracks, locations and images.
Calculations = Deriving the outcomes from the known facts.
45%
53%
Delivered on time
Cannot predict
Delivered late
In progress
Facts:
Declared handover date in the eManifest
Where, when and on which machine we first processed the item
Where, when and on which machine subsequent track events
took place
Class of the item, as declared in the eManifest.
Calculation:
Only the items “Handed over on Time” will be included in the
calculation for Delivered on Time/Early/Late. Of these items:
Items are determined as “Delivered on Time” if the last available
track event is in accordance with Royal Mail’s workplan for the
product and class of the item
Items are determined as “Cannot Predict” where there is
insufficient eManifest or track event information to determine if the
item was: “Delivered on Time”, “Delivered Late” or “In Progress”
Items are determined as “Delivered Late” if the last available track
event is behind Royal Mail’s workplan for the product and class of
the item.
Continued >>
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Royal Mail Mailmark® Customer Report User Guide
Predicted Delivery explained (continued)
Items are determined as “Handed over Late” if the day they are
machine processed is after the day that we expected to machine
process them based on the declared handover day and class of item.
2%
Items are determined as “In Progress” if they have not yet been
machine processed, but the declared handover date and the class
implies that we have received the items and are not due to have
machined processed them. “In Progress” items will either become
“Handed over on Time” or “Handed over Late”.
45%
53%
Delivered on time
Cannot predict
Delivered late
Please note: Items that are manually processed or otherwise not
seen cannot be reported on as no track events exist. Items that are
processed late (for example due to late handover) are excluded from
the Predicted Delivery chart.
In progress
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Royal Mail Mailmark® Customer Report User Guide
Volume Discrepancy and Missort errors explained
Volume Discrepancy
Error Type
2.9%
il
r
p
Volume
discrepancies
Facts:
Item IDs declared in the eManifest
Item IDs of mail items machine processed.
14
Missorts
Product
non-compliance
Machineability
47
82
158
97.1%
Calculation:
Sum of:
Duplicate Declared: Repeated item IDs in the eManifest
Duplicate Processed: Repeated item IDs on items processed
on mail processing machines.
Click on the Error type to view in more detail
Didn’t meet standards
Met standards
Missorts
Facts:
The mail centre in which the item was first processed
The postcode declared in the barcode. If no postcode is
present in the barcode, or if the postcode is incorrect, then
the written address is used instead.
Calculation:
A missort is determined when the mail centre in which the item
was first processed is different to the declared postcode.
Continued >>
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Royal Mail Mailmark® Customer Report User Guide
Incorrect Format and Incorrect Class errors explained
Product non-compliance (Incorrect Format)
Error Type
2.9%
il
r
p
Volume
discrepancies
Facts:
Declared Format in the eManifest and barcode
Dimensions of the mail item as measured by our mail
processing machines.
14
Missorts
Product
non-compliance
Machineability
47
82
158
97.1%
Calculation:
When a high proportion of mail items in a batch are declared as
Letters on an active eManifest, but our automation identifies them
as Large Letters or vice versa.
Click on the Error type to view in more detail
Didn’t meet standards
Met standards
Product non-compliance (Incorrect Class)
Facts:
Declared Class in the eManifest and barcode
Class determined by our mail processing machines workplan.
Calculation:
When we receive mail items where there is a mismatch between
the service declared by the class indicators on the mail items, in the
eManifest, or in the barcodes.
Continued >>
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Royal Mail Mailmark® Customer Report User Guide
Machineability errors explained
Machineability
Error Type
2.9%
il
r
p
Volume
discrepancies
Facts:
Declared postcode in the eManifest
Postcode resolved from the barcode and the address block
on the envelope.
14
Missorts
Product
non-compliance
Machineability
47
82
158
97.1%
Click on the Error type to view in more detail
Calculation:
The postcode is deemed correct if either the declared postcode
matches the resolved postcode or, for addresses where our mail
processing machines can only resolve a partial postcode, the partial
elements match.
Didn’t meet standards
Met standards
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Royal Mail Mailmark® Customer Report User Guide
Key points relating to reports
1 The information in the Reports provides an
indication of mail volume, predicted delivery and
performance. The item level information cannot
be used or relied on for refund applications or
other quality of service or loss, damage or delay
compensation purposes.
There will always be a proportion of items that
are not read by our processing machines. By
using the Mailmark option you accept that we
will not be able to report on every item and you
agree not to seek refunds for items that have not
been read and/or reported on.
3 There may be several teams within your
business that might require access to reports
such as Accounts Payable or Marketing.
Please let us know if anyone else in your
organisation requires access or training.
4 Adjustments will be invoiced to the ‘bill payer’
in the Supply Chain.
5 Items handed over later than 5 days after the
submission of the eManifest may be billed twice.
2 It is essential that the correct Supply Chain ID
is used. Failure to do so may lead to the wrong
participants being able to review reports or the
wrong bill payer being invoiced.
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Royal Mail Mailmark® Customer Report User Guide
Glossary
Term
Definition
Batch
A selection of Mailmark barcoded items of the same format, sortation and machineability option.
Each Batch is submitted to the eManifest and is commonly referred to as a consignment.
Campaign
This is a common name that you have used to link a number of mailings within an eManifest.
Carrier
A Supply Chain Role.
The Carrier provides the transportation of mail consignments between the Mailing Agent and Royal Mail.
In a Non-regulated Supply Chain Royal Mail will fulfil the role of Carrier.
Consignment
A Consignment is an eManifest that contains mail item(s) for one Supply Chain ID for a given day.
Customer
An individual who has a registered account with royalmail.com
Effective
End Date
(Supply Chain)
The effective end date of a Supply Chain is calculated as the earliest date between the following:
-
Mailing Originator Participant end date
Mailing Agent Participant end date
Carrier Participant end date
Poster/Payer Participant end date
Supply Chain end date (Manual)
Supply Chains will be deleted two years after they have past their effective end date
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Royal Mail Mailmark® Customer Report User Guide
Glossary
Term
Definition
End Date
(Participant)
An end date will be applied to a Participant to indicate the point in time at which Participant is no longer active.
Participants will be deleted two years after they have past their end date. When Participants have been deleted all
associated Participant users will no longer be able to access Mailmark.
Once an end date has passed it can be extended by Royal Mail customer take on team users.
The Participant end date will be considered when calculating the effective end date for a Supply Chain.
Note: Participant users will be able to view Supply Chain reports after they have past their end date.
Mailmark
Barcode
A barcode which is either a Royal Mail 2D data matrix or a Royal Mail 4-state barcode which contains encoded data and offers
eManifest and Batch level reporting.
eManifest
(Manifest)
An eManifest consists of all batches submitted on any given day for a particular supply chain. Each eManifest submitted is
associated with a specific Supply Chain.
Each eManifest can have one or more batches.
eManifest ID
(Manifest ID)
The unique identifier that is assigned to an eManifest once it has been created.
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Royal Mail Mailmark® Customer Report User Guide
Glossary
Term
Definition
End Date (Supply
Chain) - Manual
A manual end date can be applied to a Supply Chain - this date indicates the point in time at which the Supply Chain
is no longer active.
The manual Supply Chain end date will be considered when calculating the effective end date for a Supply Chain.
Supply Chains will be deleted two years after they have past their effective end date.
Once an end date has passed it can be extended by Royal Mail customer Take-On Team users.
Job
This is a common name that you have used to link together a number of mailings within a Campaign.
Mail
Originator
A Supply Chain Role.
Mailing Agent
(Mail Producer)
A Supply Chain role.
Network Access
A Supply Chain Type.
The Participant in the Supply Chain on whose behalf the Mailmark items are being produced and delivered.
The Mailing Agent is the Participant in the Supply Chain that is responsible for producing (including printing and enclosing)
the Mailmark items. The Mailing Agent is usually responsible for submitting the eManifest detailing these Mailmark items.
Network Access Supply Chains are where Royal Mail Group customers pre-sort their mail. A Carrier within a Network Access
Supply Chain will transport bulk items to Royal Mail.
Network Access is usually referred to as Wholesale.
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Royal Mail Mailmark® Customer Report User Guide
Glossary
Term
Definition
Non-Regulated
A Supply Chain Type.
Non-Regulated Supply Chains are where Royal Mail Group customers do not pre-sort their mail. Royal Mail will fulfil the
Carrier role within a Network Access Supply Chain.
Participant
An organisation or other entity that has been registered as a user of MMS because they perform a role in the Supply Chain.
Participant ID
Unique identifier of a Participant.
Participant User
This is a user that is associated to a MMS Participant.
There are two types of Participant users:
- Primary Reports User
- Reports User
Poster/Payer
(Bill Payer)
A Supply Chain Role.
Primary Reports
User
The individual that is the initial user associated to a Participant.
The Bill Payer for Mailmark mail consignments.
Primary Reports User is the individual that can edit and maintain the Reports Users for a Participant.
Additionally Report Users can view reports, upload statistics (if associated to a Mailing Agent) and their Participant
Supply Chains.
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Royal Mail Mailmark® Customer Report User Guide
Glossary
Term
Definition
Reports User
The Reports User is an individual Royal Mail ‘Business’ user that can view reports, upload statistics (if associated to a Mailing
Agent) and their Participant Supply Chains.
Requester
MMS User that issues a request through MMS.
Supply Chain
The relationship between the various participants involved with the preparation, transportation and handover of Bulk mail
consignments before it gets to Royal Mail.
A Supply Chain is a set of four Participant roles: Mail Originator, Mailing Agent (Mail Producer), Carrier, and Poster/Payer (Bill
Payer) that are required for a Mailmark mailing.
Supply Chain ID
Unique identifier of a Supply Chain.
Supply Chain
Participant
Same as Participant
Supply Chain Role
Each Supply Chain consists of four roles which are fulfilled by a Participant. Every Supply Chain has the same fixed set of four
roles that can be performed (Mail Originator, Mailing Agent, Carrier, and Poster/Payer). A specific Participant can perform
multiple roles within multiple Supply Chains.
Supply Chain Type
A categorisation of Supply Chain.
Either Network Access or Non-Regulated (see separate definitions).
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Royal Mail Mailmark® Customer Report User Guide
Where can I get help?
If you have any queries relating to your new
reports, you can either search for an answer or
post a question via our online Q&A system at:
www.mailmark.mycellium.com
Or you can contact your dedicated member
of the Customer Take-On Team who will be able
to provide you with further advice.
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Royal Mail Mailmark® Customer Report User Guide
Contact Details
For more information about Royal Mail Mailmark
visit:
www.royalmail.com/mailmark
or email:
[email protected]
Royal Mail, the cruciform, the colour red and all ® and all ™ are trade marks of Royal Mail Group Ltd.
Royal Mail Mailmark Customer Report User Guide© May 2014 Royal Mail Group Ltd 2014.
All rights reserved. Royal Mail is a trading name of Royal Mail Group Ltd. Registered number 4138203.
Registered in England and Wales. Registered office: 100 Victoria Embankment, London, EC4Y 0HQ
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Royal Mail Mailmark® Customer Report User Guide