Urgent action’ needed across parcel delivery industry, warns Citizens Advice

Citizens Advice has said that urgent action is needed across the parcel delivery industry after its first annual parcel company league table found ‘consistent problems’ across the industry.

The league table revealed that no delivery company in the UK received more than three out of five stars overall.

The table compares top parcel firms against criteria like customer service, problems, and accessibility
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. 41 per cent of DPD customers polled by Citizens Advice reported a problem with their last delivery, whereas at the top end 32 per cent of Amazon Logistics customers reported an issue.

When trying to resolve issues, 48 per cent of people polled weren’t able to get the help they wanted. This rose to 56 per cent for Yodel and 43 per cent for Amazon Logistics.

“Parcel deliveries became a lockdown lifeline for us all, but the scale of the problems experienced by many of us shows huge cracks in the sector,” said Clare Moriarty, chief executive, Citizens Advice. “Even though Amazon Logistics and Royal Mail top the table there’s still significant room for improvement. And Hermes and Yodel need to improve in leaps and bounds to make sure they’re providing a solid service to their customers.”

Moriarty added: “While this should be a wake up call for firms to strive to deliver a five-star service for consumers, we have serious reservations about how far companies will improve if left to their own devices. Our findings show it’s time for Ofcom to come forward and introduce tougher rules across the board for delivery companies.”

The scores

1. Amazon Logistics – 2.75
2. Royal Mail – 2.50
3. DPD – 2.25
4. Yodel – 1.75
5. Hermes – 1.50

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