For the second 12 months working, supply agency Evri has been named the UK’s worst-performing parcel supply firm, with almost half of its clients reporting points.
In response to Ofcom, the UK’s postal regulator, 44% of consumers who used Evri within the final six months encountered supply issues — the very best price amongst all 10 firms assessed.
Previously often known as Hermes, Evri rebranded two years in the past amid widespread criticism over parcel mishandling. Widespread complaints embody delays, parcels left in incorrect areas, and supply drivers failing to adequately notify recipients by knocking or ringing doorbells.
Ofcom’s findings, primarily based on a survey of greater than 4,000 clients, revealed that solely 32% of Evri customers had been glad with how their complaints had been dealt with. Nevertheless, the corporate has proven some enchancment; its satisfaction rating for resolving complaints has elevated from 26% in 2023 to 32% this 12 months.
Evri’s spokesperson commented, “2024 has been a year of significant investment and listening to our customers to improve our service. Our ambition is that every customer’s experience with Evri is a positive one.” They famous that regardless of the challenges, Evri’s rising parcel volumes point out ongoing belief from each clients and retail shoppers.
Rival supply firm Yodel ranked second lowest, with a 38% satisfaction price, whereas Royal Mail, which is present process a £3.6 billion acquisition by Czech billionaire Daniel Kretinsky, scored 43%. Royal Mail’s efficiency has seen a partial restoration in parcel volumes after final 12 months’s strike-related disruptions, although it continues to grapple with losses and productiveness points.
On the different finish of the spectrum, Amazon led the satisfaction rankings with a 56% approval score, carefully adopted by DHL at 55%.
The Ofcom evaluation additionally highlights an total enhance in buyer satisfaction when contacting supply firms about points, rising from 41% in 2023 to 44% this 12 months. Moreover, complaints about delayed or non-delivered parcels have decreased, suggesting gradual enchancment in trade requirements.
Nevertheless, the regulator stays involved that disabled clients are nonetheless extra prone to face challenges within the supply course of in comparison with different customers, underscoring the necessity for couriers to make sure accessible and dependable service for all.
