For the second year in a row, courier Evri has been named the UK’s worst-performing parcel delivery company, with almost half of its customers reporting problems.
According to Ofcom, the UK postal regulator, 44% of customers who used the Evri app in the past six months experienced delivery problems – the highest rate among all 10 companies evaluated.
Evry, formerly known as Hermès, rebranded two years ago amid widespread criticism over poor parcel handling. Common complaints include delays, packages being left in incorrect locations, and delivery drivers failing to adequately notify recipients by ringing or ringing the doorbell.
Ofcom’s findings, based on a survey of more than 4,000 customers, revealed that only 32% of Evri users were satisfied with how their complaints were dealt with. However, the company has shown some improvement. Its satisfaction with resolving complaints increased from 26% in 2023 to 32% this year.
An Evri spokesperson commented: “2024 has been a year of significant investment and listening to our customers to improve our services. Our ambition is for every customer’s experience with Evri to be a positive one.” They noted that despite the challenges, rising parcel volumes at Evri indicate confidence. Ongoing customers and retail clients.
Rival delivery company Yodel came in second place, with a satisfaction rating of 38%, while Royal Mail, which is the subject of a £3.6bn takeover by Czech billionaire Daniil Kretinski, had a 43% rating. Royal Mail’s performance has seen a partial rebound in parcel volumes following strike-related disruptions last year, although it continues to face losses and productivity issues.
On the other end of the spectrum, Amazon topped the satisfaction ratings with an approval rating of 56%, closely followed by DHL at 55%.
Ofcom’s review also highlights the overall increase in customer satisfaction when contacting delivery companies about issues, rising from 41% in 2023 to 44% this year. In addition, complaints regarding late or undelivered packages decreased, indicating a gradual improvement in industry standards.
However, the regulator remains concerned that customers with disabilities are still more likely to face challenges in the delivery process than other users, underscoring the need for delivery companies to ensure an accessible and reliable service for all.