Ofcom has ranked Evri and Yodel as the least satisfactory parcel delivery firms in the UK.
- Evri has been marked as the worst with 44% of users experiencing issues in six months.
- Yodel follows closely, with significant shortcomings in customer service processes.
- Despite improvements from last year, Evri’s satisfaction levels remain low.
- Delivery problems such as delays and misplaced parcels are prevalent.
Ofcom’s recent report has highlighted significant challenges faced by Evri and Yodel in their delivery services. Evri, previously known as Hermes, has been identified as the least satisfactory delivery service in the UK. Out of the customers who used their services in the last six months, 44% reported encountering problems. Despite improving from their 2023 performance, their customer satisfaction levels are still concerning at 32%.
Yodel, another major player in the UK parcel delivery market, was not far behind Evri. It received a customer satisfaction score of just 38%, with particular issues noted in their customer contact processes. This reflects a broader trend identified by Ofcom where, despite 78% of parcel receivers being generally satisfied, a significant 67% have encountered problems during the same period.
The most common issues reported involve delivery delays, inappropriate parcel placement, and insufficient time for recipients to answer the door. The data indicates a need for improvement, particularly as delivery demand continues to grow.
In contrast, companies such as Amazon and DHL recorded the highest levels of satisfaction regarding handling complaints, with FedEx also performing well. Interestingly, Royal Mail has managed to reclaim some lost parcel volumes and sales, even though the company is still operating at a loss.
An Evri spokesman acknowledged the findings, noting ongoing efforts to enhance their services. They stated: “We recognise there remains more to do, but Ofcom found that we are making year-on-year improvements and our rising parcel volumes are proof that customers and retail clients are voting with their feet and trust us with their deliveries.” Evri reportedly handles 730 million parcels annually, boasting a 99% on-time delivery rate, and has invested £32m in improving customer service and the delivery experience.
The Ofcom report urges significant improvements from Evri and Yodel to meet customer expectations in the competitive delivery sector.
