Evri worst performing parcel firm for second year running

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Avery, formerly known as Hermes, scored just 1.75 stars out of a possible five in the second annual Parcel League table by Citizens Advice.

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ll of the UK’s major parcel firms are continuing to fail consumers, with regulator Ofcom being called on to consider fining them if they cannot improve their service.

Avery, formerly known as Hermes, Yodel, DPD and Amazon Logistics, was able to achieve a three-out-of-five-star overall rating even after being scored against criteria including customer service, parcel problems and accessibility needs. failed, such as requiring more time for people to answer the door. ,

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Avery finished last for the second year in a row despite an overall improvement scoring just 1.75 stars in the second annual Parcel League table by Citizens Advice.

Yodel received the lowest score on a single criterion of all firms, achieving just 1.7 stars for customer service.

Nearly half of Yodel customers polled by Citizens Advice (43 per cent) reported a problem with their final delivery, compared to just over a quarter (28 per cent) of Royal Mail customers.

Royal Mail achieved the highest overall score but still only managed three stars.

Citizens Advice also revealed that a link to its online advice ‘If what you ordered hasn’t arrived’ had been viewed almost 211,000 times in the past 12 months, and 52,000 times in the three months leading up to last Christmas was.

Citizens Advice measured the performance of the top five companies by parcel volume using data from their consumer service, consumer polling and social media complaints.

Citizens Advice Chief Executive Dame Claire Moriarty said: “A year on and parcel firms haven’t got their act together, none are providing a four or five star service.

“Shoppers are left sorely behind in the figures when parcels go missing or are delayed. The needs of those most reliant on online shopping, such as people with disabilities, are being forgotten.

“Our findings show that Ofcom has more to do than protect shoppers, and that if these companies don’t play their game, it should fine them.”

A spokeswoman for Ofcom said: “We believe that some parcel companies are failing their customers when deliveries go wrong. That’s why we’re strengthening our rules next year to make sure people are treated better by parcel firms. Be treated appropriately.

“We welcome research that sheds light on their performance, which we are also monitoring. If we are not satisfied with how companies respond when our new protections are in place, they should consider taking enforcement action in the future. Or may have to face stricter rules.

A Yodel spokesperson said: “We are fully committed to continuous improvement and have invested heavily in customer service infrastructure over the past year, including launching a new app and proof-of-delivery images Which provides more transparency to the customers.

“We disagree with the methodology and conclusions of this report. Our own parcel data and feedback from the Have Yours program show that 84% of our customers have had a positive experience with us over the last six months.

A spokeswoman for Avery said: “As the UK’s leading dedicated parcels company, Avery delivers more than two million parcels each day and we pride ourselves on providing a fast, reliable, sustainable service that works for consumers and businesses alike. does not spend on the earth equally.”

Credit: www.standard.co.uk /

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