20 February 2024 , 11:17
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Noticing your parcel is going to be delivered from a certain delivery company can make your heart sink.
It's enough to bring you out in hot sweats, especially if the parcel you're patiently waiting for is a gift. Will your parcel ever arrive? Will it be left on your doorstep in full view of the rest of the street? Or, will it be delivered responsibly and respectfully? Every person has a preferred delivery company because of the past experiences they've had, but where does your favourite rank?
This year, Moneysavingexpert.com's poll has ranked DPD as the best delivery service, knocking Amazon Logistics off the top spot into second place.
The UK's leading consumer website, founded by Martin Lewis, asked users to rate their experience of each delivery firm they used throughout 2023. 56,000 votes were cast, and people were able to select 'great', 'OK' or 'poor'. Best delivery company DPD received 55% 'great' ratings, and sister company DPD Local maintained its third place position, alongside DHL, which remained in fourth.
TNT ranked the lowest out of 17 couriers this time, receiving only 14% 'great' ratings from nearly 1,300 responses. Evri, which rebranded from Hermes back in March 2022, scored lowest in last year's poll, and the latest votes suggest its service quality has largely remained the same - but it now sits slightly higher in results in 16th place.
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Following a poor poll performance last time, Royal Mail saw a marked improvement, regaining a spot in the top five, which it had held in previous years. CollectPlus and Yodel were the most improved firms, jumping up five places each in the rankings. Meanwhile, FedEx and UPS both fell by four places from the last poll.
Commenting on the findings, Oli Townsend, assistant deals editor at MoneySavingExpert, said: "This year's ranking has seen quite the shake-up, and the poll results reveal some marked differences in firms' performance compared with the previous year."
He continued: "Generally, you've little choice over which firm delivers your goods, as this is frequently decided by the retailer. But consumers do have rights when firms don't deliver the goods, and you should use them. If you're unhappy with a delivery or it simply didn't arrive, it's the retailer you should complain to - that's who your contract is with, and it's down to them to put things right. If a retailer gets lots of complaints, this will send a message and they'll have to put pressure on the delivery firms they subcontract to up their game."
Regarding the results, an Evri spokesperson said: "In 2023, we invested significantly in the business to improve our service and our on-time delivery rate surpasses 99%. We delivered a record 154 million-plus parcels during our peak festive period in 2023, driven by a 21% surge in deliveries in the final Christmas week.
"Every parcel matters and new clients wins and increased parcel volumes are proof of the trust customers have in our service and its reliability. Our ambition is that every customer's experience with Evri is a positive one, and we work hard to understand each instance when this is not the case, and we are more contactable than ever when people need to get in touch."