Ofcom’s recent report highlights significant issues with leading UK parcel services, Evri and Yodel.
- Evri has been identified as the worst performing delivery service, with 44% of users facing issues in the past six months.
- Customer satisfaction for Yodel also ranks low, with a score of just 38%, reflecting subpar customer contact experiences.
- Despite some improvements, Evri and Yodel’s delivery problems include delays and improper delivery methods.
- Amazon and DHL lead customer satisfaction in complaint handling, while Royal Mail shows signs of recovery.
The latest findings from Ofcom have placed Evri at the bottom of the rankings for parcel delivery services in the UK. A substantial 44% of its customers reported delivery problems over the past six months, highlighting significant challenges in its service reliability. Although Evri rebranded from Hermes two years ago and has shown some improvement since 2023, achieving a customer satisfaction increase from 32%, the issues persist.
Yodel follows closely behind Evri with a low satisfaction score of 38%. The report indicates that Yodel’s customer contact processes are not meeting average standards, contributing to its poor performance. Many customers have experienced issues such as delays, inappropriate parcel placements, and insufficient efforts from delivery drivers to make contact.
Overall, the report suggests that 78% of parcel receivers express satisfaction with delivery companies, yet 67% have encountered problems such as delayed deliveries and parcels left in unsuitable places. Furthermore, delivery drivers not knocking loudly enough or failing to allow sufficient time for recipients to answer the door were noted as common grievances.
In contrast, Amazon and DHL have excelled in handling complaints, with satisfaction levels at 56% and 55% respectively, showing a considerably better performance in addressing customer concerns. FedEx ranks third, further indicating a competitive landscape where some companies are managing to deliver a better customer experience.
The report also notes that Royal Mail, despite ongoing financial losses, is regaining some of the parcel volume that was lost due to previous industrial actions. This demonstrates a partial recovery trend as the company strives to regain its foothold in the delivery market. An Evri representative acknowledged the need for further improvements, emphasizing the company’s ongoing investments in customer service to enhance delivery experiences.
These insights from Ofcom’s report emphasize the varying performance levels in the parcel delivery industry, urging companies like Evri and Yodel to elevate their service standards.
