Parcel companies record third 'miserable' year of service in a row with Evri and Yodel given lowest ratings according to survey

Thursday 16 November 2023

Parcel firms have delivered a “miserable” service to consumers for the third year running, according to an annual survey by Citizens Advice.

Evri and Yodel ranked at the bottom of the charity’s league table, both managing an overall score of just two stars out of a possible five.

However, none of the major parcel firms managed to secure even a three star rating, with Royal Mail and Amazon achieving joint best position with a meagre 2.75 stars.

Meanwhile, 13.3 million people – or 34% of consumers – experienced a delivery problem, such as parcels left in insecure locations or arriving late, in just the last month a survey for the charity suggests.

Citizens Advice said there had been no improvements on delivery problem scores since last year, with the rate of parcel problems remaining “far too high across the board”.

The worst offenders were Yodel, with 40% of customers reporting a problem, DPD (37%), and Evri (34%).

Evri chief customer officer Chris Ashworth said his company were "disappointed" with the outcome of the league table, while Yodel said the report was "not reflective of our own parcel data."

The Citizens Advice parcels league table looks at the top five delivery companies by parcel volume and measures their performance against criteria including customer service, delivery problems and accessibility needs, such as people needing longer to answer the door.

Of those consumers that experienced a problem with their delivery, nearly half then had a further issue when trying to resolve the problem, such as not being able to find the right company contact details or not receiving a response.

In the end, more than half of those that had further issues found it difficult to resolve their problem. This figure rose to 60% of people with a disability.

Almost all parcel firms scored two stars or below when it came to meeting the needs of disabled customers or individuals who require adjustments to how they receive parcels.

An estimated 7.2 million people had an accessibility need they would like to share with their parcel delivery company, but 45% of these people were unable to do so, the survey found.

Staff work in the packet and parcel section of the Royal Mail's Swan Valley mail centre (Photo by Matthew Lloyd/Getty Images)

Citizens Advice urged regulator Ofcom to review its new complaints and accessibility guidance by April next year, and consider enforcement action on firms if there had been no significant improvements by this date.

Citizens Advice chief executive Dame Clare Moriarty said: “For the third year running our league table reveals online shoppers are being let down by a substandard delivery service. This is an issue we feel has been neglected for far too long.

“With a seasonal surge of deliveries on the horizon, parcel companies must take action to protect shoppers and get to the root cause of these persistent failings.”