Evri named the UK’s worst delivery service as almost half report problems
For the second year running, delivery company Evri has been named as the UK’s worst performing parcel company, with almost half of its customers reporting problems.
According to Ofcom, the UK postal regulator, 44% of customers who used Evri in the last six months experienced delivery problems – the highest rate of all 10 companies tested.
Formerly known as Hermes, Evri changed its name two years ago amid widespread criticism over the mishandling of parcels. Common complaints include delays, packages left in the wrong places, 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 rating in resolving complaints rose from 26% in 2023 to 32% this year.
Evri’s spokesperson commented, “2024 was a year of significant investment and listening to our customers to improve our service. Our desire is that every customer’s experience with Evri is a positive one.” They noted that despite the challenges, the increase in Evri’s parcels reflects the continued trust from customers and retail customers.
Rival delivery company Yodel ranked second lowest, with a satisfaction rating of 38%, while Royal Mail, owned by Czech billionaire Daniel Kretinsky, which is worth £3.6 billion, scored 43%. Royal Mail’s operations have seen a slow recovery in parcels after last year’s strike-related disruptions, although it continues to face losses and production problems.
At the other end of the spectrum, Amazon led the satisfaction ratings with a 56% approval rating, followed closely by DHL at 55%.
Ofcom’s review also highlights an overall increase in customer satisfaction when contacting service providers about problems, rising from 41% in 2023 to 44% this year. Additionally, complaints about delayed or undelivered parcels have decreased, suggesting a gradual improvement in industry standards.
However, the regulator is still concerned that customers with disabilities may face challenges in the delivery system compared to other users, emphasizing the need for delegates to ensure that the service is accessible and reliable for all.
