There are millions of people in the UK who participate in online shopping and arrange for their purchases to be delivered to their homes. So, what is the level of service that they receive from delivery companies?

Well, Citizens Advice recently carried out some research in this respect. The Citizens Advice Parcels League Table unfortunately does not make good reading as far as the top 5 delivery firms are concerned.

The top 5 delivery companies were chosen based upon the volume of delivery and they were Evri, Royal Mail, Amazon Logistics, Yodel and DPD.

Research involved an online survey being undertaken between the 19th September 2023 and the 13th October 2023. This survey was completed by 8,164 adults in the UK with those people having received a parcel in the last month from one or more of the above delivery firms. Four criteria were used – customer service, delivery problems, trust and accessibility with each criteria given a rating out of 5 stars.

The scores were as follows: –

Ranked Joint 1st – Royal Mail and Amazon Logistics with an overall score of 2.75
Ranked 3rd – DPD with an overall score of 2.25
Ranked Joint 4th – Yodel and Evri with an overall score of 2.00

When you consider that the maximum score a delivery firm could have achieved was 5.00 we are sure that you will agree it is disappointing to read that the best overall score was only 2.75.

The best score in any criteria was for Trust that both Royal Mail and Amazon Logistics achieved with both scoring 4.00.

The worst score in any criteria was for Accessibility with Evri scoring only 1.6.

Apparently, 34% of shoppers were faced with delivery problems in relation to the last parcel received. We are sure that you will agree that is a concerning statistic. Yodel at 40% was the worst offender followed by DPD at 37%.

Further information can be found on the Citizens Advice website. Let us hope that a performance improvement is seen in the not too distant future by delivery firms.