In the latest Ofcom review, Evri has been identified as the worst delivery service in the UK, with nearly half of its users reporting issues.
- According to the postal regulator, 44% of Evri’s customers experienced problems with their deliveries over the past six months.
- Complaints about Evri often involve delayed parcels, incorrect delivery locations, and insufficient recipient notification.
- Despite a slight improvement in complaint handling, customer satisfaction with Evri remains low compared to peers.
- The review highlights a persistent challenge for disabled customers in receiving reliable delivery services.
The recent Ofcom examination has again highlighted significant customer service challenges faced by Evri, previously known as Hermes. Over the last six months, 44% of customers reported issues with their deliveries, marking the highest dissatisfaction rate among the ten delivery companies evaluated.
Complaints about Evri commonly revolve around delays, parcels being delivered to incorrect locations, and drivers failing to adequately notify recipients by knocking or ringing doorbells. This persistent lack of coordination has affected the overall trust and reliability perceived by Evri’s users.
While there is a slight improvement noted in how Evri manages complaints, customer satisfaction has only increased from 26% to 32% over the past year. An Evri spokesperson stated, ‘2024 has been a year of significant investment and listening to our customers to improve our service. Our ambition is that every customer’s experience with Evri is a positive one.’
Despite the ongoing issues, Evri has witnessed an increase in parcel volumes, suggesting a degree of trust and reliance from both individual customers and retail partners. However, this trust is not reflected in satisfaction surveys.
In contrast, Royal Mail, currently undergoing a major acquisition, and despite its challenges, has outperformed Evri with a 43% customer satisfaction rate. Amazon and DHL lead the satisfaction rankings with 56% and 55% respectively, showcasing a significantly better handling of deliveries.
The review also highlighted broader improvements in the industry, with overall customer satisfaction rising from 41% in 2023 to 44% in 2024. However, issues remain, particularly in ensuring equal service quality for disabled customers.
Continued improvements are crucial for delivery companies like Evri to meet customer expectations and ensure equitable service for all users.
