Citizens Advice research: when it comes to customer service, poor performing parcel companies are clearly stuck in transit

With a seasonal surge of deliveries on the horizon, more than a third of online shoppers (almost 15 million people) experienced a delivery issue with a parcel they received in the last month. 

In its fourth annual parcels league table, Citizens Advice has revealed that, while Royal Mail and Amazon both achieved an overall score of 3 out of 5 stars, standards continue to slip in areas like customer service. Four out of the five firms, including Royal Mail, Amazon, Yodel and Evri, saw their customer service scores drop from last year – while DPD’s score remained the same.

The Citizens Advice parcels league table looks at the top five delivery companies by parcel volume and measures their performance against criteria including customer service, delivery problems and how well they meet accessibility needs (such as people needing longer to answer the door).

Citizens Advice found:

• Delivery problems continue – 14.8 million people – more than a third (36%) of all online shoppers in the UK – experienced a delivery issue with a parcel they received in the last month. Problems included parcels left in insecure locations and parcels arriving late. The worst offenders for people having delivery problems were Yodel (42%), DPD (40%) and Evri (37%).

• Accessibility scores improve, but more progress is needed – A year after the parcel industry regulator Ofcom introduced new measures to ensure disabled consumers had the opportunity to report their accessibility needs to delivery firms, scores have improved across the board. However, 3.3 million people who have an accessibility requirement (39%) are still unable to share their needs.

• Complaints and customer service gets worse – Of the people who had experienced a problem with their delivery, 48% had a further issue trying to resolve the problem, such as not being able to find the right company contact details, or not receiving a response. This is the highest level for three years. All providers except DPD saw their score on customer service decline in the last year.

The scores

Ofcom needs to get to the root cause of delivery disasters

While Citizens Advice welcomed steps taken by Ofcom to encourage parcel companies to improve accessibility options for consumers, including louder knocking or allowing for more time to get to the door, a significant number of consumers still can’t share their needs with their parcel company. Reasons include not having the correct app, not being aware of where to share or that they weren’t given any option when placing an order.

Citizens Advice also argues that Ofcom needs to take tougher action on declining customer service standards. The charity is calling on Ofcom to:

• Start investigating carriers whose complaints processes are still not up to scratch and fine them if necessary.

• Expand its guidance on accessibility to make sure people with accessibility needs are able to share them with parcel companies – and monitor the outcome.

Dame Clare Moriarty, Chief Executive of Citizens Advice, said:

“For four years in a row, our parcels league table shows that when it comes to customer service, poor performing parcel companies are clearly stuck in transit.

“Worrying numbers of people face having to chase lost, late or damaged parcels and those with accessibility needs are continuing to be overlooked by firms.

“With a seasonal surge of deliveries on the horizon, parcel companies must do more to protect shoppers. Ultimately we need Ofcom to get to the root cause of these persistent failings and, where necessary, fine the worst offenders if they fail to up their game.”