Recent findings reveal significant dissatisfactions with major UK parcel services.
- Ofcom’s report highlights Evri as the least satisfactory delivery firm in the UK.
- 44% of Evri’s customers faced delivery issues in the past six months.
- Yodel is also under scrutiny, ranking just above Evri with low customer satisfaction.
- Amazon and DHL emerge as leaders in handling customer complaints.
In recent evaluations, Evri and Yodel have come under fire for their subpar performance in customer service within the UK parcel delivery sector. According to Ofcom’s latest report, Evri, formerly known as Hermes, is at the bottom of the rankings, with a staggering 44% of its customers reporting delivery issues in the last half-year. Despite showing some improvement from the previous year where customer satisfaction was recorded at 32%, Evri’s overall service quality remains a concern for many.
The report identifies common grievances among customers, which include significant delivery delays, parcels left in inappropriate locations, delivery drivers not knocking loudly enough, and insufficient time allowed for recipients to answer the door. These issues collectively affect a large segment of the population, with 67% of parcel recipients reporting problems in the past six months.
Yodel’s performance is similarly disappointing, with a customer satisfaction score of only 38%. This places it just above Evri in the rankings, indicating that Yodel also struggled in effectively managing customer contact processes. Despite being ranked second to last, Yodel’s efforts to meet customer expectations are still seen as below average.
In contrast, Amazon and DHL have been recognised for their effective handling of customer complaints, receiving satisfaction scores of 56% and 55%, respectively. FedEx also performed relatively well in this area, coming in third at 52%.
The findings also touch upon Royal Mail’s recovery from the previous year’s losses due to industrial action, noting its regained parcel volumes and sales. Despite ongoing losses, Royal Mail’s operational adjustments appear to have stabilised part of its business.
The recent Ofcom report underscores the urgent need for significant improvements in the service quality of Evri and Yodel to meet customer expectations.
