Key Highlights
- Citizens Advice released a report ranking the best and worst parcel delivery companies based on customer service, delivery issues, and accessibility.
- Yodel ranked last with a score of two out of five stars, while Royal Mail scored the highest at 3.25 out of five stars.
- The most common problems faced by customers include parcels being left in insecure locations, drivers leaving before the recipient can receive them, and parcels arriving late.
- Regulator Ofcom introduced guidance on complaints and accessibility rules for parcel firms in 2023 but has observed that many companies are still not complying with these regulations.
The State of Parcel Delivery Services in the UK
A new report from Citizens Advice, a charity focused on consumer protection, has ranked the best and worst parcel delivery companies operating in the United Kingdom. The findings reveal that millions of people are experiencing significant issues with their deliveries, underscoring the need for improved service standards.
Performance Rankings
Citizens Advice compiled a league table based on customer satisfaction, delivery reliability, and accessibility needs met by Royal Mail, Amazon, DPD, Evri, and Yodel. The results were stark: Royal Mail emerged as the top performer with an average score of 3.25 out of five stars. Amazon Logistics followed closely behind with three stars, while DPD and Evri each scored a 2.25. Yodel received the lowest ranking at two stars.
Common Delivery Issues
The report highlighted several widespread problems faced by consumers, including:
- Drivers leaving parcels before recipients can retrieve them (29% of respondents).
- Packages being left in insecure locations (24% of respondents).
- Poor delivery times leading to late arrivals (24% of respondents).
Regulatory Response and Industry Reactions
In response to these findings, Ofcom, the UK’s communications regulator, stated that it has a long history of holding parcel firms accountable for consumer satisfaction. The regulatory body introduced new guidelines on complaints handling and accessibility in 2023, but continues to observe non-compliance among some companies.
Ofcom emphasized that while overall customer satisfaction remains reasonably high at 78%, delivery experiences can vary significantly depending on the company. Mike, a 70-year-old with muscular dystrophy who relies on two walking sticks, provided a poignant example of how accessibility needs are often overlooked.
He asked delivery firms to leave parcels at his back door instead of his front door, which is closer to his home office and easier for him to reach. However, despite these requests, parcels frequently end up misdelivered or exposed to the elements.
Mike stated, “It makes you awfully frustrated, and it makes you really fed up, to the point that I’m beginning to stop buying from retailers that use certain delivery companies.”
Company Responses
The delivery firms responded with varying statements. Amazon acknowledged its commitment to fast, reliable, and safe deliveries while noting that issues do occur but are handled directly with customers.
Royal Mail expressed satisfaction with maintaining the top spot in the Citizens Advice report for a fourth consecutive year. The company highlighted its efforts to provide convenient options for sending, returning, and collecting parcels through extensive networks of shops, lockers, and post boxes.
Evri committed to continued improvements, emphasizing investments in operations and technology over the past 12 months and partnerships with disability equality charity Scope to enhance accessibility. The company claimed to be the only UK carrier making such commitments, citing significant progress since its partnership began in October 2024.
Future Outlook
The report underscores the ongoing challenges faced by parcel delivery companies in providing reliable and accessible services. Citizens Advice called for tougher action from regulators to ensure that all companies meet consumer expectations. Ofcom, while noting progress, remains committed to working with Citizens Advice towards a shared goal of delivering consistent and dependable service.
As the UK’s reliance on online shopping continues to grow, ensuring robust and reliable delivery services has never been more critical. The industry must address these challenges head-on to maintain consumer trust and satisfaction.
