Evri Remains UK's Worst-Performing Delivery Company, Despite Improvements
For the second consecutive year, Evri has been named the UK's worst-performing parcel delivery company, according to a recent report by Ofcom, the UK's postal regulator. Nearly half (44%) of Evri customers reported experiencing delivery issues in the past six months, the highest rate among all ten companies assessed.
Previously known as Hermes, Evri rebranded two years ago amidst widespread criticism over mishandled parcels. Common complaints include delays, parcels left in incorrect locations, and delivery drivers failing to notify recipients properly.
Despite the negative findings, Evri has shown some improvement. Their customer satisfaction score for resolving complaints has increased from 26% in 2023 to 32% this year. An Evri spokesperson acknowledged the challenges but emphasized their commitment to improving service, stating, "2024 has been a year of significant investment and listening to our customers."
While Evri struggles, other delivery companies fare better. Amazon leads the satisfaction rankings with a 56% approval rating, followed closely by DHL at 55%. Rival Yodel ranked second lowest, with a 38% satisfaction rate, while Royal Mail scored 43%.
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, concerns remain regarding accessibility for disabled customers. The report found that disabled customers are still more likely to face challenges in the delivery process compared to other users, highlighting the need for couriers to ensure accessible and reliable service for all.