Delivery giant Evri has been ranked the worst parcel firm in the UK with 44% of customers who used its services in the last six months encountering delivery problems.
Evri, which rebranded from Hermes two years ago, achieved the poorest levels of customer satisfaction, despite improving from its 2023 performance to 32% over the past year, according to Ofcom.
Yodel was ranked second bottom with a satisfaction score of just 38%, having performed “below average” across some elements of its customer contact processes.
While 78% of parcel receivers are satisfied with delivery companies, 67% have experienced a problem during the last six months, the annual Post Monitoring Report by Ofcom revealed.
Delivery delays (27%), parcels being left in an inappropriate place (23%), delivery drivers not knocking loudly enough (20%) and not being given enough time to answer the door (19%) were reported as the most common problems.
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Meanwhile, Amazon (56%) and DHL (55%) received the highest levels of shopper satisfaction in terms of the handling of complaints, while FedEx came in third (52%).
The report also revealed that Royal Mail won back some of its parcel volumes and sales lost the previous year due to industrial action, despite the firm continuing to make a loss.
A spokesman for Evri told The Times: “We recognise there remains more to do, but Ofcom found that we are making year-on-year improvements and our rising parcel volumes are proof that customers and retail clients are voting with their feet and trust us with their deliveries.
“Evri handles 730 million parcels a year, with 99% successfully delivered on time, and is committed to instilling a culture where every parcel matters.”
He continued: “We have invested £32m to develop our customer service options and improve the customer experience at the doorstep.”
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