Evri and Yodel fail to deliver on customer satisfaction

Evri and Yodel are the worst parcel firms at helping their customers while Amazon and DHL are the best performers, according to the communications regulator.

Although 78 per cent of parcel recipients are satisfied with delivery firms, 67 per cent have had an issue in the past six months, the annual Post Monitoring Report by Ofcom found.

The most common issues were delivery delays (27 per cent), parcels being left in an inappropriate location (23 per cent), the delivery driver not knocking loudly enough (20 per cent) and not being given enough time to answer the door (19 per cent).

Ofcom also reported that addressed letter volumes fell by 9 per cent to 6.6 billion items in 2023-24.

Despite this, 64 per cent of people say post is important to them for staying in touch with friends and family, while 82 per cent say they will always need to send items by post.

Ofcom said Royal Mail had won back some of the parcel volumes and revenues it lost the previous year because of industrial action. However, the company continued to make a loss and while it had made productivity improvements, these were behind expectations, the report said.

Ofcom said: “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.”

Measured parcels sent by delivery firms across the UK increased by 8.3 per cent to 3.9 billion items in 2023-24, close to the four billion pandemic peak in 2020-21, according to the report.

Amazon and DHL achieved the highest levels of customer satisfaction with handling of complaints, at 56 per cent and 55 per cent respectively, while FedEx slipped to third place with 52 per cent.

Yodel performed “below average” on some aspects of its customer contact processes, Ofcom found, contributing to a satisfaction score of 38 per cent. Evri once again achieved the lowest levels of satisfaction, despite improving on its 2023 performance to 32 per cent during the last year.

Ofcom said it had seen “early signs of improvement” under strengthened regulations to encourage firms to treat customers fairly, with the proportion of customers having cause to complain about a delayed parcel falling to 19 per cent from 23 per cent last year.

Ofcom said: “We expect further, sustained and continued improvement. We remain particularly concerned that disabled consumers and those with limiting conditions are still more likely to encounter difficulties with the delivery process (71 per cent) compared to other people (63 per cent).”

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.

“Evri handles 730 million parcels a year, with 99 per cent 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.”