A recent Citizens Advice survey has revealed the wide-spread scale of dodgy deliveries still blighting online shoppers, with its second annual parcel league table (depicted below). This comes as the Citizens Advice online help page ‘If something you ordered hasn’t arrived’ has been viewed almost 160,000 times this year – an increase of 69 per cent from the same period in 2019.
To create the league table, the five top parcel delivery companies by volume of delivery (Royal Mail, DPD, Yodel, Amazon Logistics & Evri) were measured against four criteria: quality of service, accessibility, customer service and trust. Each rating was out of five stars, and each criteria was weighted to calculate the overall score.
The results were obtained from a rigorous online survey conducted between 10th and 31st October 2022 of 8,421 UK adults who have received a parcel in the last month – and were based on criteria including customer service, parcel problems and accessibility needs (such as people needing longer to answer the door).
Four of these top five delivery firms failed to secure even a 3-star overall rating on the five star rating.
Yodel scores the lowest score on any criteria, scoring 1.70 for customer service. Close to half (43%) of Yodel customers polled by Citizens Advice reported a problem with their last delivery, compared to just over a quarter (28%) of Royal Mail customers.
Almost half (46%) of customers who had an issue with their last delivery faced further problems when trying to find a resolution, such as not being able to find the right contact details or not receiving a response. Worst offenders were Yodel (52%), Evri and DPD (both 51%).
Despite facing problems, customers still awarded the parcel companies improved trust scores compared to last year, with Amazon and Royal Mail achieving 4.33 stars. Citizens Advice says this could point to shoppers’ generally low expectations of delivery firms.