Recent evaluations reveal challenges faced by parcel delivery companies Evri and Yodel.
- Evri, previously Hermes, has the lowest customer satisfaction despite some improvements.
- Yodel ranks second lowest, facing criticism for its customer contact processes.
- General satisfaction with delivery services is high, but customer issues remain prevalent.
- Problems include delivery delays and improper parcel handling.
In a recent assessment by Ofcom, parcel delivery companies Evri and Yodel were identified for their underwhelming performance in assisting shoppers. Evri topped the list of inadequacies, with 44% of users experiencing difficulties within the past six months. Despite rebranding from Hermes, Evri’s customer satisfaction remains low, though it has improved from the previous year’s performance to 32%.
Yodel follows closely with a satisfaction score of 38%, having encountered criticism for its customer contact abilities. Overall, 78% of parcel recipients express general satisfaction with delivery firms, yet 67% reported experiencing an issue in the last half-year. According to the annual Post Monitoring Report by Ofcom, typical complaints involved delivery delays, parcels left in inappropriate locations, insufficient knocking by drivers, and limited time given to answer the door.
Interestingly, Amazon and DHL are praised for leading in customer satisfaction regarding complaint resolutions, with scores of 56% and 55% respectively, while FedEx secured the third spot with 52%. Additionally, despite ongoing financial losses, Royal Mail has regained parcel volumes and sales lost to the prior year’s industrial action.
A representative from Evri acknowledged the necessity for further advancements, noting that while improvements have been made yearly, ongoing investments are underway to enhance customer service. “We handle 730 million parcels annually, achieving on-time delivery for 99% and are embedding a culture where every parcel counts,” the spokesman affirmed. An investment of £32m aims to develop better customer service and improve the doorstep experience.
The study underscores that while delivery firms attempt enhancements, significant issues remain affecting customer satisfaction.
