Royal Mail 'must improve', says regulator "Ofcom is concerned about Royal Mail's failure to meet certain service targets, and has made clear to the company that it must take all necessary steps to meet these in future," the regulator said in its second annual monitoring update of the postal service. Ofcom said it would continue to monitor Royal Mail's performance and if it continued to miss targets, it would consider opening an investigation which could result in "enforcement action," including the possibilities of fines. However, it added that the recently-privatised Royal Mail was on a "stronger financial footing" and that about 86pc of residential customers are generally satisfied with the postal service, Ofcom said. In response to the report Royal Mail said it was "disappointed" that it hadn't met all of the service targets required. "This remains a key area of focus for us," it said.