Evri named the UK’s worst delivery service for the third year in a row as a mountain of complaints
Evri has been named the worst delivery company for the third year in a row, after new Ofcon figures revealed widespread customer dissatisfaction with customer delays, damaged parcels and poor communication.
According to the Registrar’s annual delivery market review, more than four in ten people (41%) say they are satisfied with Evri’s service – the highest rate of any major complaint. Just 31% of respondents said they were satisfied, also recording a decline from last year’s schools.
It’s the third year in a row that Evri has landed on the Courier’s performance table, with an Offer alert
Evri’s latest situation comes just months after the company completed its merger with DHL e-commerce, an agreement approved by the Competition and Markets Authority (CMA) in September. The combined business will deliver more than three billion parcels a year, equivalent to a quarter of all parcels sent in the UK.
However, the boom in online shopping has exposed wide cracks in past mile delivery operations. OFOM said a record 4.2 billion parcels were sent last year – a year-on-year increase of 7% – but two-thirds of consumers reported at least one delivery issue in the past six months.
The most common complaints include:
• Delayed delivery (27%)
• Parcels left in the wrong places (22%)
• Drivers fail to knock loudly or allow enough time to respond (20%)
• Lost or damaged parcels (18%)
Yodel was placed at the bottom of Ofcom’s Consumer Degremerteriction Index, with one in three customers reporting a negative complaint.
BALL MAIME, owned by Czech Billionaire Daniel Kṣetínský
The postal service has been trying to move from letters to parcels, announcing plans to turn thousands of convenience stores into Parl Hubs and expand its digital network in partnership with Sainsbury’s and the co-op.
On the other side of the scale, Amazon organized the rankings with 57% of respondents satisfied and 16% satisfied, followed by FedEx and UPS.
OFOME has strengthened its rules around company complaints management and transparency, with a renewed push for “continuous improvement” in the delivery market.
A spokesman for the regulator said: “Customers have a right to expect their parcels to arrive safely and on time. Companies should invest in better systems and processes that measure their performance.”
Responding to the findings, a spokesperson for EVRI, said that customer satisfaction was a priority “and highlighted the £57 million investment in operations and the previous year.
“Every package is important to us. That’s why we’ve invested so much to make delivery smoother, faster and more stable,” said the company.
“We are on track to deliver 900 million parcels this financial year, and following our merger with DHL UK, we are building to become the UK’s premier delivery company for businesses and consumers alike.”
Despite the investment, analysts say Evri’s Retutation problem underscores a wider challenge for Britain’s delivery sector – balancing speed, cost and trust between parcel recording and regulated delivery.
