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Evri customers are the most dissatisfied with their experience when contacting customer service for help, according to an annual ranking of parcel delivery companies.
Around 39 per cent of Evri’s customers are dissatisfied with the company’s contact processes, according to Ofcom’s Annual Post Monitoring Report.
This is despite the company having improved customer satisfaction over the past year.
The second worst performer was Yodel, with 31 percent of customers reporting dissatisfaction.
Dissatisfied: Evri customers were the most unhappy with the company’s contact processes, despite last year’s improvements
Last year, Evri scored just 26 percent satisfaction in its customer services, and the score rose to 32 percent in 2024. Customer dissatisfaction also decreased from 46 percent last year.
An Evri spokesperson told This is Money: ‘2024 has been a year of significant investment and listening to our customers to improve our service.
‘We recognize there is more to do, but Ofcom has found that we are making improvements year on year and our growing parcel volumes are proof that retail customers are voting with their feet and trusting us with their deliveries.
‘Evri handles 730 million packages a year with 99 percent successfully delivered on time, and is committed to instilling a culture where every package matters. We have invested £32 million to develop our customer service options and improve the customer experience at their doorstep.’
The report assessed the performance of parcel delivery companies in handling complaints related to lost or damaged packages.
While 78 percent are generally satisfied with parcel companies, 67 percent have had delivery problems in the last six months, with the most common problem being delivery delays, affecting 27 percent of cases .
Amazon proved to be the best-performing courier, with up to 56 percent of customers satisfied with its customer service and only 15 percent dissatisfied, with the dissatisfaction rate dropping one percent year-over-year.
The second highest rated company was DHL, with 55 percent satisfaction and 17 percent dissatisfaction.
While FedEx also had 17 percent dissatisfied, the company went from a 58 percent satisfaction rate last year to 52 percent in 2024.
On average, around 45 percent of customers were satisfied with the contact processes of parcel operators, but one in four were disappointed with the level of service.
UPS and Parcelforce also saw more than half of their customers reporting they were satisfied with the companies’ customer service, while Royal Mail and DPD had a 43 per cent satisfaction rate.
Both couriers also had more dissatisfied customers, with 27 percent and 28 percent of users unhappy with the service, respectively.
Ofcom said it is concerned about the long-term sustainability of Royal Mail’s universal service, as the company continues to make losses and fails to meet its productivity expectations despite improvements.
While letter volume fell nine percent from last year, some 3.9 billion packages were delivered last year, an increase of 8.3 percent from the previous year and almost reaching the pandemic high of 4,000 millions.
Tightening regulations is paying off
Ofcom said parcel operators have improved their complaints handling processes as a result of improved regulation, including better website information and better phone lines and live chats.
While he said he hopes these improvements continue, he noted that disabled customers are more likely to encounter difficulties: 71 percent are affected compared to 63 percent among other people.
The Evri spokesperson added: ‘Earlier this month, Evri announced a series of improvements to home delivery for people living with an illness or disability. “We have also launched a major three-year partnership with disability equality charity Scope to work together to help disabled customers have a better parcel delivery experience.”
Ofcom’s new guidance says that parcel companies should explain to customers who they should contact with complaints, what the complaints process will be and that staff dealing with them should be appropriately trained to do so.