For the second year running, delivery firm Evri has been named the UK’s worst-performing parcel delivery company, with nearly half of its customers reporting issues.
According to Ofcom, the UK’s postal regulator, 44% of customers who used Evri in the last six months encountered delivery problems — the highest rate among all 10 companies assessed.
Formerly known as Hermes, Evri rebranded two years ago amid widespread criticism over parcel mishandling. Common complaints include delays, parcels left in incorrect locations, and delivery drivers failing to adequately notify recipients by knocking or ringing doorbells.
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 handled. However, the company has shown some improvement; its satisfaction score for resolving complaints has increased from 26% in 2023 to 32% this year.
Evri’s spokesperson commented, “2024 has been a year of significant investment and listening to our customers to improve our service. Our ambition is that every customer’s experience with Evri is a positive one.” They noted that despite the challenges, Evri’s rising parcel volumes indicate ongoing trust from both customers and retail clients.
Rival delivery company Yodel ranked second lowest, with a 38% satisfaction rate, while Royal Mail, which is undergoing a £3.6 billion acquisition by Czech billionaire Daniel Kretinsky, scored 43%. Royal Mail’s performance has seen a partial recovery in parcel volumes after last year’s strike-related disruptions, though it continues to grapple with losses and productivity issues.
At the other end of the spectrum, Amazon led the satisfaction rankings with a 56% approval rating, closely followed by DHL at 55%.
The Ofcom review also highlights an overall increase in customer satisfaction when contacting delivery companies about issues, rising from 41% in 2023 to 44% this year. Additionally, complaints about delayed or non-delivered parcels have decreased, suggesting gradual improvement in industry standards.
However, the regulator remains concerned that disabled customers are still more likely to face challenges in the delivery process compared to other users, underscoring the need for couriers to ensure accessible and reliable service for all.