Evri has been ranked as Britain's least favourite parcel delivery company in a new customer satisfaction survey, with consumers citing lost parcels, damaged goods and poor communication as key complaints.
The survey results highlight widespread frustration among UK households who have become increasingly dependent on parcel services since the pandemic drove online shopping to record levels. Despite this surge in demand, many customers report declining service standards that have led to significant inconvenience and financial losses.
Whilst other delivery firms also faced criticism, Evri consistently ranked bottom for overall customer satisfaction. The findings come as the parcel delivery sector faces mounting scrutiny from both consumers and regulators over service quality.
The industry has struggled under pressure from soaring e-commerce volumes, grappling with staffing shortages and logistical challenges that have impacted service delivery. Many consumers feel the cost of delivery fails to match the quality of service provided.
Communications regulator Ofcom has stepped in with new rules requiring parcel firms to establish clear complaints processes, ensuring customers can raise issues and receive fair resolutions more easily. These measures, introduced earlier this year, aim to boost consumer confidence and hold companies more accountable.
For UK families, reliable parcel delivery has become essential for everything from routine online purchases to receiving vital medical supplies. Poor performance by delivery firms causes more than just frustration - it leads to missed delivery appointments and forces consumers to reorder essential goods, creating additional costs and delays.
The Department for Business and Trade regularly monitors consumer protection issues and works with regulators like Ofcom to address market failures, though no government department has commented directly on this survey.
Source: The Independent