Recent evaluations have highlighted significant shortcomings in customer support among major delivery companies in the UK.
- Evri, formerly Hermes, was rated the worst, with nearly half of its customers experiencing delivery issues.
- Yodel follows closely behind with a dissatisfaction score, pointing to deficiencies in handling customer interactions.
- While a majority of customers express contentment with delivery services, issues persist across various companies.
- Amazon and DHL lead in customer satisfaction, showing more effective complaint management strategies.
In a recent report by Ofcom, Evri has been identified as the worst-performing parcel firm in the United Kingdom. Formerly known as Hermes, Evri has been facing significant challenges, with 44% of its customers encountering delivery problems over the past six months. Despite an improvement from last year’s 32% satisfaction rate, the company still struggles to meet customer expectations.
Yodel ranked just above Evri with a satisfaction score of 38%, indicating persistent issues in their customer contact processes. Customers have reported various complaints, including delivery delays and poor delivery practices such as leaving parcels in unsuitable locations and insufficient waiting time at doors.
The Ofcom report shows that 78% of parcel receivers are generally satisfied with their delivery experiences; however, 67% reported problems within the last six months. Issues such as delivery delays (27%), inappropriate parcel placement (23%), and inadequate driver-customer interaction (20%) were frequently cited.
On the other hand, Amazon and DHL have been praised for their customer service, achieving satisfaction levels of 56% and 55% respectively. These companies have been recognised for effectively handling complaints and ensuring customer satisfaction, setting a benchmark in the industry.
Royal Mail was noted for regaining some of its lost parcel volumes due to industrial action despite ongoing losses. Evri’s spokesman acknowledged the need for improvement, citing investments in customer service as pivotal to their strategy, with claims of successful delivery rates at 99%. This spokeperson stated, ‘We recognise there remains more to do, but Ofcom found that we are making year-on-year improvements.’
These evaluations underscore the ongoing challenges within the UK’s parcel delivery sector, highlighting the need for continued enhancements in customer service.
