Evri and Yodel Criticised for Customer Support Failures

Recent evaluations indicate significant challenges faced by major delivery firms Evri and Yodel in customer support.

• Ofcom’s survey highlights that 44% of Evri’s customers encountered delivery issues in the last six months.
• Yodel receives a low satisfaction score of 38%, pointing to shortcomings in customer service processes.
• Common delivery problems include delays, inappropriate parcel placement, and insufficient driver contact efforts.
• Conversely, Amazon and DHL achieve high satisfaction in complaint handling, while Royal Mail recovers from previous setbacks.

Evri has been identified as the leading parcel service in customer dissatisfaction, with 44% of consumers experiencing issues in the past half-year. This represents a noticeable problem for the company, despite improvements in their satisfaction rating from 32% last year. The firm, formerly known as Hermes, continues to draw criticism from Ofcom for its service issues.

In a similar vein, Yodel garners a below-average satisfaction rating of 38%. Critiques of Yodel focus largely on deficits within their customer contact framework, which has evidently left customers wanting.

Ofcom’s annual Post Monitoring Report suggests that, although a significant 78% of parcel receivers are pleased with their delivery services, a worrying 67% have experienced occasional setbacks. Main problems cited include delivery delays (27%), improper parcel placement (23%), drivers not adequately announcing their arrival (20%), and insufficient time given to answer the door (19%).

On the contrary, Amazon and DHL have excelled in handling consumer complaints, attaining satisfaction levels of 56% and 55% respectively. This suggests a robust framework for addressing customer service issues. Additionally, Royal Mail has managed to regain a portion of its lost parcel volume and revenue following previous disruptions caused by industrial disputes.

An Evri representative acknowledged existing challenges but highlighted year-on-year improvements. They cited increasing parcel volumes as evidence of growing consumer trust, noting that 99% of parcels are timely delivered. Additionally, they have invested £32 million to enhance customer service options, showing a commitment to bettering the doorstep delivery experience.

The analysis reflects ongoing customer service challenges for Evri and Yodel, despite certain improvements.