New research from Citizens Advice has revealed the best and worst performing parcel delivery companies in the UK, with Evri and Yodel consistently ranking at the bottom of the league table. The annual survey, which assesses various aspects of delivery service, found that these two companies struggled with customer satisfaction, particularly regarding problem resolution and the safe handling of parcels.
Conversely, DPD and Royal Mail emerged as the top performers, receiving the highest scores for their service. Customers praised DPD for its reliable tracking and communication, while Royal Mail was commended for its overall delivery success and customer support. The findings underscore a growing disparity in service quality across the parcel delivery sector, a critical industry given the continued rise in online shopping.
The survey analysed 30,000 deliveries and gathered feedback from 2,000 customers across the country. Common complaints against the lower-ranked companies included parcels being damaged upon arrival, items left in insecure locations without consent, and a general difficulty in resolving issues when problems arose. Such issues can cause significant frustration and financial loss for consumers, particularly during peak shopping periods.
Citizens Advice highlighted that consumers often face challenges when trying to get a refund or redelivery for faulty or late parcels. The organisation emphasised the importance of consumers understanding their rights, reminding them that if a parcel is lost or damaged, it is the retailer's responsibility to resolve the issue, not the delivery company's, as the contract is with the seller.
This year's results show a slight improvement in overall satisfaction compared to previous years, but persistent issues with certain carriers continue to mar the customer experience. With online retail continuing its growth trajectory, the reliability and efficiency of parcel delivery services remain a key concern for millions of UK households.