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Evri has been designated the UK’s worst delivery service for the third consecutive year, following new Ofcom data that disclosed extensive customer discontent regarding delays, damaged packages, and inadequate communication.
As per the regulator’s yearly delivery market evaluation, over four in ten individuals (41%) expressed dissatisfaction with Evri’s service — the highest rate among any major courier. Only 31% of participants reported satisfaction, indicating a further drop from last year’s ratings.
This marks the third straight year that Evri has placed last in the courier performance rankings, with Ofcom cautioning that delivery standards throughout the sector continue to be uneven despite increasing parcel volumes.
Evri’s recent ranking arrives just months after the company finalized a merging with DHL’s UK e-commerce sector, an agreement sanctioned by the Competition and Markets Authority (CMA) in September. The merged entity is set to handle over one billion packages annually, accounting for a quarter of all parcels dispatched in the UK.
Nevertheless, the surge in online shopping has revealed growing flaws in last-mile delivery services. Ofcom reported a record 4.2 billion packages were dispatched across the UK last year — a 7% rise year-on-year — yet two-thirds of shoppers reported encountering at least one delivery issue in the prior six months.
The most prevalent grievances included:
• Late deliveries (27%)
• Packages left in inappropriate places (22%)
• Drivers not knocking loudly enough or not allowing sufficient time to respond (20%)
• Lost or damaged packages (18%)
Yodel was rated second lowest in Ofcom’s consumer satisfaction index, with one in three clients reporting inadequate complaint resolution.
Royal Mail, which was purchased by Czech billionaire Daniel Křetínský earlier this year in a £3.6bn agreement, also fell into the lower tier of the rankings, with a 24% dissatisfaction rate despite modest improvements since 2024.
The postal service has been striving to shift from letters to parcels, announcing initiatives to transform thousands of convenience stores into parcel centers and enhance its locker network through collaborations with Sainsbury’s and Co-op.
On the opposite end of the spectrum, Amazon led the rankings with 57% of participants pleased and merely 16% dissatisfied, followed by FedEx and UPS.
Ofcom has tightened its regulations regarding parcel firm complaint handling and transparency, with a renewed emphasis on “sustained enhancements” across the delivery sector.
A representative for the regulator stated: “Customers are entitled to anticipate their packages to arrive securely and punctually. Companies must invest in improved systems and processes that mirror the scale of their operations.”
In response to the results, an Evri representative remarked that customer satisfaction was a “top priority” and emphasized £57 million of investment in operations and technology over the past year.
“Every package is important to us. That’s why we’ve invested substantially to streamline deliveries, making them more efficient, quicker, and environmentally friendly,” the company indicated.
“We’re on course to deliver 900 million packages this financial year, and following our merger with DHL UK, we’re aiming to become the UK’s leading parcel delivery service for businesses and consumers alike.”
Despite the investment, analysts assert Evri’s reputation issue highlights a broader challenge for Britain’s courier industry — balancing speed, cost, and dependability amid unprecedented parcel demand and increased regulatory scrutiny.
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