The parcel delivery firms with worst customer satisfaction ratings revealed

The parcel delivery firms with worst customer satisfaction ratings revealed Ofcom told parcel delivery companies that it is considering “additional regulation” after customer satisfaction levels fell in 2026, according to its latest research - Bookmark - CommentsGo to comments Become an Independent member to bookmark this article Already a member? Log in Parcel delivery services must improve customer care standards or face tougher measures to protect consumers, the industry regulator has warned. Following a decline in satisfaction during 2026, Ofcom said it is considering "additional regulation" for courier firms, according to its latest research. Average customer satisfaction had remained steady at around 78% between 2023 and 2025, but dropped to 75% for the year. The watchdog’s annual survey of postal operators found Evri and Yodel had the least happy customers for the fourth consecutive year. Evri registered the highest overall dissatisfaction at 42% for the year, followed by Yodel on 33%. Amazon and FedEx were the top performers, both recording a 15% dissatisfaction rating. The two operators also secured the highest consumer satisfaction scores at 56%. It comes as a record 4.6 billion parcels were sent and received in the UK last year, up 8.6% on the previous year. Across all operators, 71% of recipients experienced a delivery issue in the past six months, up from 68% a year earlier. The most common issue for consumers was delivery delays, at 32%, with 28% flagging parcels that were left in inappropriate locations. Fergal Farragher, policy director at Ofcom, said: “Parcels are a vital part of everyday life, and people rightly expect packages to arrive on time and without hassle. “While some firms are delivering a good service, too many customers are still experiencing problems. “Companies need to put customers first and improve performance, or we will consider further measures to make sure consumers are properly protected.” An Evri spokesman said: “Ofcom data shows that Evri is delivering to more households than ever before as one of the UK’s largest parcel delivery companies, and this polling highlights that the vast majority of customers remain satisfied – reflected in 4.4 million 5-star reviews on Trustpilot. “Third-party data from The Despatch Company, covering 1.3 million Evri parcels, found that 99.4% were delivered within seven working days, demonstrating the reliable service we continue to provide for customers across the UK. “We handle more than a billion parcels each year – millions every day – and while Ofcom’s data is unweighted by scale of carrier, it underlines the importance of continuing to invest in delivery choice, technology and customer support. “That is exactly what we continue to do. “This year, we have invested £32.2 million in infrastructure, technology and network capacity, while also introducing new ways for customers to access support: priority assistance through the Evri app, direct email access to customer services, and an enhanced Tell Us Straight escalation route. “These improvements have been introduced since the polling was conducted.” Join our commenting forum Join thought-provoking conversations, follow other Independent readers and see their replies Comments [Image text:] 52 NERCO 51 ENERCO 50 49 EVRi Electric vehicle EVRI Electric vehicle at evr.com KP7INLK