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Amazon and DHL have topped the list for customer satisfaction in Ofcom’s annual Post monitoring report, with Evri and Yodel falling below average.
The report sets out data and trends in the postal sector, including people’s experiences of sending and receiving post. It found that 78% of parcel recipients are satisfied with parcel firms but two-thirds (67%) have had a delivery issue in the past six months. The most common issues experienced are delivery delays (27%), parcels being left in an inappropriate location (23%), the delivery driver not knocking loudly enough (20%) and not being given sufficient time to answer the door (19%).
When comparing individual parcel companies’ performance in handling contacts and complaints from parcel recipients, Amazon (56%) and DHL (55%) secured the highest levels of satisfaction with this process. FedEx has slipped to third place, with its proportion of satisfied parcel recipients falling from 58% in 2023 to 52% in 2024.
Yodel performed below average on some aspects of its customer contact processes, contributing to a satisfaction score of 38%, while Evri had the lowest levels of satisfaction at 32%. However, the latter has improved on its 2023 performance, closing the gap at the bottom of the table with its satisfaction score increasing from 26%.
Early signs of improvement under new regulations
According to Ofcom, there are other signs of improvement from parcels companies in some areas of customer experience.
Customers’ satisfaction with the process of contacting the parcel company to discuss an issue or complaint increased from 41% in 2023 to 44% in 2024. Customers also had less cause to complain about a delayed parcel (19% in 2024 versus 23% in 2023) or a parcel not being delivered (16% in 2024 versus 20% in 2023) than they did a year ago.
Ofcom says it has “strengthened regulations to make sure people are treated fairly by parcel companies”, and it is “speaking to companies to understand how they are improving their service”.
Parcel operators have made several improvements to complaints handling, including better information on their websites; improvements to phone lines and live chat; and introducing options for customers to request an email or callback.
Ofcom stated that it expects further, sustained and continued improvement and that it remains particularly concerned that disabled consumers and those with limiting conditions are more likely to encounter difficulties with the delivery process (71%) than other people (63%).
Universal service obligation
Ofcom’s report also looked at Royal Mail’s financial and efficiency performance as the universal service provider.
Last year, Royal Mail won back some of the parcel volumes and revenues it lost the previous year due to industrial action. However, the company continues to make a loss. Furthermore, although it has made productivity improvements, these are behind expectations.
Ofcom says that it continues to have concerns about the longer-term sustainability of the universal service, and it is progressing work on the future of the service, as well as an investigation into Royal Mail’s delivery performance.
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