DPD, Royal Mail, Collect+ top UK delivery poll, Yodel, Hermes are unloved

By

Barbara Santamaria

Published
Jan 27, 2017

DPD, Royal Mail and Collect Plus are considered the best parcel delivery firms by UK consumers, according to a new survey from website MoneySavingExpert.com.

More than 11,000 consumers answered the poll, which revealed Britain’s best and worst parcel delivery companies. DPD remained in the first spot, and Royal Mail Parcels rose one spot to number two, overtaking Collect Plus which dropped to 3rd in 2016.

The top five also include UPS, which remained in the fourth place and Amazon Logistics which rose significantly from number nine in 2015 to number five last year.

Meanwhile the list of worst offenders was topped by Yodel, City Sprint, iPost Parcels, DX and Hermes/myHermes. Yodel occupied third place in the worst delivery ranking in 2015.

“We live in the age of delivery, yet service levels from some firms are dire. They don’t ring the doorbell, parcels are misdelivered, they’re left in bins or under cars – and it leaves many grinding their teeth in frustration,” commented MoneySavingExpert founder Martin Lewis.

“Part of the problem is that we usually have no choice about the delivery firm used, as the retailer we buy from decides it. Worse, we have no relationship with the delivery firm as the retailer is their employer.”

Lewis said customers should complain to the retailer if they have had an “abominable” delivery service, which could help rectify the situation.

Earlier this month IMRG revealed that UK customers spent £133bn online in 2016, representing a 16% growth on the previous year. Forecasts for this year anticipate a further 14% growth.

In an additional report IMRG and MetaPack revealed that UK customers now consider next-day delivery the new norm, placing increased pressure on online retailers to improve their customer services and meet customer expectations.