Ofcom’s latest review names Evri as the UK’s worst delivery service, with widespread customer dissatisfaction.
- 44% of Evri users reported issues, making it the highest among ten postal companies in the UK.
- Common complaints include delivery delays and parcels left in incorrect locations without adequate notification.
- Evri’s customer satisfaction for complaint resolution improved from 26% last year to 32%.
- Despite criticisms, Evri’s parcel volumes suggest ongoing customer and retail client trust.
In the latest review conducted by Ofcom, the UK’s postal regulator, Evri has been named the worst delivery service in the UK, with a staggering 44% of its customers reporting issues. This represents the highest dissatisfaction rate among the ten courier services evaluated. Formerly known as Hermes, Evri underwent rebranding two years ago amid a wave of criticism focused on mishandling parcels. Common customer grievances highlighted in the report include service delays, parcels being left at incorrect locations, and delivery drivers failing to knock or ring doorbells to notify recipients.
While these issues persist, the report indicates a slight improvement in Evri’s approach to customer service. Only 32% of customers expressed satisfaction with how their complaints were handled, up from 26% in the previous year. A spokesperson for Evri acknowledged the challenges but emphasized that 2024 has seen significant investment aimed at enhancing service quality. The spokesperson added, “Our ambition is that every customer’s experience with Evri is a positive one.”
Despite the adverse feedback, the report also reveals that Evri has maintained rising parcel volumes, indicating a continued level of trust from both consumers and retail partners. The company remains a key player in the industry’s competitive landscape. Meanwhile, rival delivery service Yodel received the second-lowest satisfaction score, managing a 38% approval rate, while Royal Mail, in the process of a £3.6 billion acquisition, scored 43%. Royal Mail has started to recover from last year’s strike-related disruptions but continues to face challenges related to productivity and financial losses.
On a more positive note, the industry’s overall customer satisfaction has seen a slight uptick, increasing from 41% in 2023 to 44% in 2024. Additionally, complaints concerning delayed or undelivered parcels have decreased, suggesting a modest improvement in service standards industry-wide. However, Ofcom remains concerned about the disproportionate difficulties faced by disabled customers, emphasizing the necessity for delivery services to offer accessible and reliable solutions for all users.
Evri’s recognition as the worst delivery service spotlights significant industry challenges, necessitating improvements in customer satisfaction and service reliability.
