As consumers across the UK gets ready to order millions of parcels for Christmas with just 57 shopping day left and begin the now annual tradition of crossing fingers hoping the parcels arrive in time for the big day.
Ofcom has today (Monday 28th October) published its annual report, which sets out data and trends in the postal sector, including people’s experiences of sending and receiving parcels and post.
Evri and Yodel customers are the least satisfied with their experience when it comes to contacting parcel firms for help, Ofcom has found, while Amazon and DHL are the best performers.
The Ofcom report also found that, two thirds (67%) of recipients have had a delivery issue in the past six months. The most common issues experienced are delivery delays (27%), parcels being left in an inappropriate location (23%), the delivery driver not knocking loudly enough (20%), and not being given sufficient time to answer the door (19%).
Consumers continue to use online retail services driving up parcel volumes generating growing competition in the UK parcel delivery market, with parcels sent across the UK increasing by 8.3% to 3.9 billion items in 2023-24, close to the 4.0 billion pandemic peak in 2020-21.
If someone buys something online and their parcel is damaged or does not arrive, the most common way to seek redress is from the online retailer under consumer law. The sender may then seek redress from the parcel firm, and sometimes a recipient may need to contact the parcel delivery operator.
When comparing individual parcel companies’ performance in handling contacts and complaints from parcel recipients Ofcom found, Amazon (56%) and DHL (55%) secured the highest levels of satisfaction with this process this year. FedEx has slipped to third place, with its proportion of satisfied parcel recipients falling from 58% in 2023 to 52% in 2024.
Ofcom found that Yodel performs below average on some aspects of its customer contact processes, contributing to a satisfaction score of 38%, Evri, once again, has the lowest levels of satisfaction. The company has, however, improved on its 2023 performance, closing the gap at the bottom of the Ofcom table with its satisfaction score increasing from 26% to 32% during the last year.
On the announcement of the report that scored the firm 26% a spokesperson for Evri said they had made significant improvements with over £40m invested in recruiting more couriers introducing easier ways to contact the firm, including a new customer service phone line, along with the doubling of the number of customer service advisors.
Ofcom has said it has “strengthened regulations to make sure people are treated fairly by parcel companies, and we are speaking to companies to understand how they are improving their service.”
With 57 shopping days left until Christmas are you relying on parcel delivery firms or buying direct from shops to ensure you have your Christmas presents in time?