Evri has been rated the worst delivery service in the UK for the second year in a row, with a staggering 44% of users reporting issues.
- Customer dissatisfaction stems from problems like delays and misplaced delivery items, as highlighted in Ofcom’s recent findings.
- Despite rebranding from Hermes two years ago, Evri continues to face criticism for its inadequate service delivery.
- The dissatisfaction extends to complaint handling, with only 32% of users content with Evri’s resolution of issues.
- Evri claims efforts to improve service have been made, yet survey results indicate significant room for progress.
Evri has faced considerable scrutiny as the UK’s worst-rated delivery service, with 44% of its customers reporting issues in the last six months. Despite a rebranding effort from its former identity as Hermes, customer complaints about delays, misplaced packages, and inadequate delivery notifications persist. These insights derive from Ofcom’s comprehensive survey involving over 4,000 users.
A significant part of the discontent arises from Evri’s customer service, particularly its management of complaints. Only 32% of customers expressed satisfaction, a minor improvement from 26% the preceding year. Evri’s spokesperson indicated a “year of significant investment” aimed at addressing customer grievances and improving experiences. Yet, the persistent high rate of issues suggests a gap between company aspirations and user experiences.
This performance leaves Evri trailing behind competitors like Yodel and Royal Mail in customer satisfaction. While Yodel also grapples with low satisfaction rates at 38%, Royal Mail fares somewhat better with a 43% approval, buoyed by recovery from past strike disruptions. Notably, Amazon and DHL lead the satisfaction index with ratings of 56% and 55%, respectively.
The Ofcom review sheds light on broader trends, highlighting an industry-wide increase in customer satisfaction—from 41% last year to 44%. However, it also underscores ongoing problems, particularly for disabled customers who disproportionately encounter challenges during deliveries. The report calls for delivery companies to prioritize accessible and reliable services, reflecting a growing need for enhanced operational standards.
While Evri officials cite rising parcel volumes as a sign of trust from clients, these statistics may reflect a complex reality where necessity overrides preference. Customer feedback continues to reveal substantial dissatisfaction, pointing to an urgent need for review and reform of the company’s service practices.
Evri’s efforts to revamp its services have not yet succeeded in overcoming persistent customer dissatisfaction.
