Evri and Yodel customers have been found to be the least satisfied when it comes to seeking assistance from parcel firms, according to Ofcom. In the company’s annual Post Monitoring Report, which provides insights into the postal sector, including people’s experiences of sending and receiving post, the two delivery companies were slammed by customers.
On the other hand, Amazon and DHL are leading the pack in terms of customer satisfaction. In 2023-24, UK-addressed letter volumes saw a decrease of 9.0% to 6.6 billion items, across the UK.
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Despite this ongoing trend, this year’s research reveals that about two thirds (64%) of people still consider post as an important means of staying connected with friends and family. Furthermore, eight out of 10 (82%) say there are things they will always need to send by post.
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The report also highlights that while on average eight out of 10 parcel recipients (78%) are satisfied with parcel firms, two thirds (67%) have encountered a delivery issue in the past six months. The most common issues include delivery delays (27%), parcels being left in inappropriate locations (23%), the delivery driver not knocking loudly enough (20%), and not being given enough time to answer the door (19%).
When it comes to individual parcel companies’ performance in handling contacts and complaints from parcel recipients, Amazon (56%) and DHL (55%) have achieved the highest levels of satisfaction this year. FedEx, however, has dropped to third place, with its proportion of satisfied parcel recipients falling from 58% in 2023 to 52% in 2024.
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Yodel’s customer contact processes have been rated as below par, leading to a satisfaction score of just 38%. Meanwhile, Evri continues to disappoint with the lowest satisfaction levels. However, there is a silver lining as the company has shown improvement since 2023, boosting its satisfaction score from 26% to 32% over the past year.
Speaking to Retail systems, a spokesperson for Yodel said: “The overwhelming majority of the 200 million parcels we handled over the last 12 months were delivered correctly on the first attempt. While we welcome feedback and work tirelessly to make improvements to our service, this report does not reflect our real-world parcel data.”
And an Evri spokesman said: “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.”
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