Struggling to improve customer service
Parcel deliverers are struggling to keep up with customers’ seasonal demands, as Citizens Advice reports in its recently published annual parcels league ranking. Out of the top five delivery companies by parcel volume, Royal Mail and Amazon are ranked first in terms of overall performance.
Yodel and Evri scored two out of five stars, placing them at the bottom of the table. However, service deficiencies appear across the board, with all four but DPD’s scores dropping in comparison to last year.
More than a third of British online shoppers experienced issues with a parcel received in the previous month. Customers with accessibility needs, who may require more time to answer the door, still have no means to communicate their requests.
Citizens Advice CEO Dame Clare Moriarty “With a seasonal surge of deliveries on the horizon, parcel companies must do more to protect shoppers.” (mk)