UK’s worst performing delivery firms ‘revealed’ ahead of Christmas 2024

The worst-performing parcel delivery firms have been named just ahead of the Christmas rush, with one household name finishing last for the fourth consecutive year.

Ofcom’s league table for customer satisfaction among parcel firms ranked Evri in last place with 32% customer satisfaction, while Yodel were not far ahead with 38%.

Evri also had a 39% dissatisfaction rate, which was 8% higher than Yodel.

The report stated that 67% of parcel recipients had delivery issues in the past six months. The most common issues included delivery delays, parcels left in inappropriate locations, drivers not knocking loudly enough and customers not being given sufficient time to answer the door.

Amazon and DHL both ranked the highest in terms of customer satisfaction, achieving 56% and 55% respectively.

Addressing this year’s results, an Evri spokesperson said: ‘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.

‘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.’

They continued, saying: ‘Evri handles 730 million parcels a year with 99% successfully delivered on time – and is committed to instilling a culture where every parcel matters.

‘We have invested £32m to develop our customer service options and improve the customer experience at the doorstep. Earlier this month, Evri announced a range of doorstep delivery improvements for people living with a condition or impairment.

‘We have also launched a major three-year partnership with disability equality charity, Scope, to work together to help disabled customers have a better parcel delivery experience.’

The company was also said its couriers have been awarded more than three million five-star ratings on Trustpilot, while customers using their app rated them 4.7 out of 5.

‘Our own Trustpilot score in recent years has shown improvement at a time when we have seen the scores of other providers in the market fall,’ the spokesperson said. ‘We were encouraged that the Ofcom data found that over 7 in 10 respondents were satisfied with Evri’s service, ahead of select peers including Yodel.’

According to Evri, the company has also invested millions of pounds into its technology and data analytics to improve tracking, operational planning and cyber security.

Ofcom’s report stated that new regulations have improved the performances of parcel companies, with customers’ satisfaction with the process of contacting to discuss an issue increasing by 3% this year compared to 2023. Customers also had less cause to complain about parcels being delayed than last year. 

However, the report highlighted the issues many disabled customers still face, with 71% of disabled people encountering delivery problems compared to 63% among other people.

Meanwhile, Royal Mail’s financial and efficiency performance was also addressed in the report. 

The report said: ‘Last year, Royal Mail won back some of the parcel volumes and revenues it lost the previous year because of industrial action. However, the company continues to make a loss; and, while it has made productivity improvements, these are behind expectations.

We continue to have concerns about the longer-term sustainability of the universal service, and we are progressing work on the future of the service, as well as an investigation into Royal Mail’s delivery performance.

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