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Friday, December 3, 2021

Parcel firms ‘failing to deliver on performance’


Parcel delivery firms are failing to deliver on customer satisfaction, according to a league table.

In a Citizens Advice (CA) survey, Hermes and Yodel came in last place, while Amazon Logistics came in first, but all of the companies had performance issues.

The report compared several criteria, including customer service and trust, ahead of the busy Christmas season.

Many people relied on delivery companies during the lockdown, but there are “huge cracks” in the sector, according to CA.

Overall, no delivery company received more than three out of five stars.

According to the charity’s report:

  • Hermes and Yodel performed the worst, scoring 1.5 and 1.75 stars respectively
  • Amazon Logistics scored highest, but with just 2.75 stars overall
  • DPD scored lowest when consumers were asked if they’d had a problem with their last delivery
  • When trying to resolve issues, 48% of people polled weren’t able to get the help they wanted, rising to 56% for Yodel and 43% for Amazon Logistics.

According to CA, while online sales have increased during the lockdown and work-from-home opportunities have increased, so have parcel delivery issues.

The organization’s website advice section titled “If something you ordered hasn’t arrived” has been viewed nearly 160,000 times this year, a 69 percent increase over the same period prior to the pandemic in 2019.

The report cites several examples of poor service, including headphones that were delivered to Australia rather than their intended destination in Hertfordshire, and a man who spoke with 30 different customer service representatives after his parcel was stolen.

A woman contacted the charity after one of the drivers claimed to have delivered her son’s £350 birthday present, despite the fact that her CCTV showed them leaving with it in their hand.

‘Tougher rules needed’

“Parcel deliveries became a lockdown lifeline for us all,” said CA CEO Dame Clare Moriarty, “but the scale of the problems experienced by many of us shows huge cracks in the sector.” Despite the fact that Amazon Logistics and Royal Mail are at the top of the table, there is still a lot of room for improvement. And Hermes and Yodel need to improve by leaps and bounds if they are to provide a reliable service to their customers.”

She believes the report should serve as a wake-up call to businesses, but she is sceptical of how far they will improve if left to their own devices.

“Our findings show that it’s time for Ofcom [the regulator] to come forward and introduce tougher rules for delivery companies across the board,” she said.

CA is advocating for stricter rules for parcel companies, improved complaint procedures, and fines from Ofcom if company negligence results in parcels being lost or stolen.

According to an Amazon spokesperson: “The vast majority of deliveries arrive at their destinations without incident. In the unlikely event that something goes wrong, we work directly with customers to make things right.”

DPD stated: “We do not agree with the survey’s findings and have raised serious concerns about the methodology with Citizens Advice.

“Our own data shows that over 99.5 percent of all DPD parcels are delivered correctly the first time, which is one of the main reasons we have been voted top in MoneySavingExpert’s annual parcel delivery customer satisfaction poll of over 10,000 recipients for the past eight years.”

According to a spokesperson for Royal Mail: “Royal Mail is proud to deliver to over 31 million addresses in the United Kingdom.

“With unparalleled reach across the country, our customers continue to place their trust in the Royal Mail brand’s knowledge, expertise, and reassurance.”

Yodel’s chief executive officer, Mike Hancox, stated: “We are constantly striving to improve all aspects of our services and welcome customer feedback.

“While these results indicate that we still have work to do, other independent review platforms, such as Trustpilot, show how much our service levels have improved.”

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