Evri gets dubious accolade, tops list of UK’s worst courier firms

Coming top isn’t always good. Take parcel delivery firm Evri, which has again come in at number one when it comes to customer dissatisfaction. 

More specifically, Evri customers are the most disgruntled with their experience of contacting customer services for help, according to an annual ranking of parcel firms.

Some 39% of its customers gave a negative response to its contact processes, according to Ofcom’s annual ‘Post Monitoring Report’, which assessed the performance of parcel firms in handling complaints relating to missing or damaged items.

And only 32% of customers said they were satisfied with its service for resolving complaints, despite the firm claiming to have improved customer satisfaction over the past year.

The second-worst performer was Yodel, with 31% of customers reporting their dissatisfaction.

​While 78% are generally satisfied with parcel firms, 67% have had a delivery issue in the past six months, with the most common problem being delivery delays, affecting 27% of cases.

At the other end of the scale, Amazon proved the best performing courier, with a 56% satisfaction rating with its customer service, and just 15% dissatisfied.

Second-best-rated firm was DHL (55% satisfaction rate/17% dissatisfied), followed by FedEx (52% satisfied/17% dissatisfied).

UPS and Parcelforce saw more than half of their customers reporting they were satisfied with the customer service of the firms, while Royal Mail and DPD both had a satisfaction rate of 43%.

A spokesperson for Evri told This is Money: “2024 has been a year of significant investment and listening to our customers to improve our service. 

“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.

It added: “Evri handles 730m parcels a year with 99% successfully delivered on time – and is committed to instilling a culture where every parcel matters. We have invested £32 million to develop our customer service options and improve the customer experience at the doorstep.”

Ofcom’s new guidance indicates that parcel firms should explain to customers who they should contact with complaints, what the complaint process will be and that the staff who deal with the complaints should be properly trained to do so.