Ofcom’s annual Post Monitoring Report revealed that while 78% of parcel recipients are satisfied with delivery firms, 67% have experienced issues in the past six months.
Amazon and DHL lead in customer satisfaction for handling complaints, while Yodel and Evri rank at the bottom.
Ofcom, the UK’s regulator for the communications services, noted improvements in customer complaint handling, with a decrease in delayed parcel complaints, but concerns remain for disabled and vulnerable consumers facing delivery difficulties.
Common problems include delivery delays, parcels left in inappropriate locations, insufficiently loud knocking by delivery drivers, and inadequate time to answer the door.
Evri highlighted ongoing improvements in service quality, with a focus on customer trust and satisfaction, backed by significant investments in customer service enhancements.
Addressed letter volumes decreased by 9% to 6.6 billion items in 2023-24, but 64% of people still find post important for staying connected with loved ones.
