Best and Worst Parcel Delivery Companies Revealed in Latest Citizens Advice Survey
Citizens Advice has ranked five parcel delivery firms based on customer service, delivery issues, and accessibility for disabled customers. Royal Mail topped the list with a score of 3.25 out of 5, followed by Amazon Logistics at 3, DPD and Evri both scoring 2.25, and Yodel at the bottom with 2.
The assessment reflects the experiences of about 15 million people who encountered a problem with their latest delivery, representing more than one in three surveyed. The most common issues reported were drivers not being at the door (29%), parcels left in insecure locations (24%), and late deliveries (24%).
Ofcom introduced new regulations in 2023 aimed at improving parcel delivery services. The regulator tracks parcel experiences and reports an overall customer satisfaction rate of 78%, emphasizing simpler complaints processes and stronger accessibility policies.
Dame Clare Moriarty from Citizens Advice has called for tougher regulatory action to enhance the parcel market.
Responses from the companies included Amazon stressing that their deliveries are generally reliable. Royal Mail highlighted that it finished first in the league table for the fourth consecutive year. Evri noted its progress, handling 900 million parcels per year and investing £57 million in operations and technology, as well as improvements in accessibility through a partnership with Scope. Yodel and DPD did not respond to Sky News's requests for comment.
The survey was conducted by Opinium Research between August and September, gathering responses from 8,000 adults who had received a parcel in the last month from Royal Mail, DPD, Yodel, Amazon Logistics, or Evri, with results weighted to be nationally representative.
