Evri has been identified as the least reliable delivery service in the UK, according to Ofcom’s review.
- 44% of Evri customers reported delivery issues, marking the highest dissatisfaction among the ten evaluated companies.
- Rebranding from Hermes two years ago did not fully resolve long-standing criticisms, including delayed and misplaced parcels.
- Evri’s efforts to address complaints have led to a modest increase in customer satisfaction, now at 32%.
- Despite the challenges, Evri’s parcel volumes continue to grow, indicating some level of customer trust.
In a recent assessment by Ofcom, the UK’s postal regulator, Evri was named the country’s most unreliable delivery service. According to the review, 44% of customers who used Evri in the past six months experienced delivery issues—the highest rate among the ten courier companies evaluated. This marks the second year in a row that Evri, previously known as Hermes, has earned this unenviable title.
The company rebranded two years ago amid widespread criticism regarding parcel mishandling. Common complaints revolved around delays in delivery, packages being left in wrong locations, and couriers failing to sufficiently alert recipients. Ofcom’s survey, which included over 4,000 participants, indicated that only 32% of Evri’s customers were content with how their complaints were resolved. This is a rise from 26% last year, showing evidence of efforts in improving service.
An Evri spokesperson stated that 2024 marked a year of considerable investment and engagement with customer feedback to enhance service quality. The spokesperson expressed the ambition to ensure a positive experience for every customer, while mentioning that increasing parcel volumes reflected ongoing trust from both users and retail clients.
In comparison, Yodel was rated the second lowest with a 38% satisfaction score, and Royal Mail, which is currently undergoing a major acquisition process, showed partial recovery in parcel volumes following last year’s industrial actions. Royal Mail achieved a satisfaction rate of 43%, still struggling with efficiency challenges.
At the upper end of the spectrum, Amazon topped the customer satisfaction charts with a 56% approval rating, closely followed by DHL at 55%. Overall, the review suggests a slight enhancement in customer contentment when reaching out to these companies, with satisfaction moving from 41% in 2023 to 44% this year.
However, the report also highlighted ongoing concerns, particularly that disabled customers still face more obstacles in receiving their parcels than others, accentuating the need for couriers to prioritise accessibility and dependability in their services.
Evri’s persistent challenges highlight the need for continued improvements to meet customer expectations in delivery service.
