Ofcom – the UK postal industry regulator – has released its annual research into consumers’ experiences of parcel delivery companies. Amazon and FedEx have scored highest, with Evri and Yodel customers the least satisfied.
While overall satisfaction has remained reasonably high at 78% – unchanged from the previous year – people can have a range of different experiences depending on the company delivering their package.
Last year, people in the UK sent a record 4.2 billion parcels. Ofcom’s report, now in its third year, shows that more than two thirds had experienced delivery issues in the past six months across all operators.
Overall, the most common issues experienced were delivery delays (28%), parcels being left in an inappropriate location (26%), the delivery driver not knocking loudly enough (20%) and not being given sufficient time to answer the door (19%).
Courier customer satisfaction comparison
When comparing individual parcel companies’ performance in handling contacts and complaints from parcel recipients, Amazon and FedEx top the poll on customer service satisfaction – both companies achieved a satisfaction score of 57% and were closely followed by UPS and DHL, both at 55%.
The lowest performing companies are Yodel and Evri. Satisfaction among customers who have cause to contact or complain to them about a delivery issue is significantly below average, at 38% and 31% respectively. These companies also have the highest levels of dissatisfaction, with Evri scoring 41% and Yodel scoring 33%.
Improvements in handling complaints
Ofcom reports that customer satisfaction with operators has improved since it strengthened regulations to protect consumers in 2022 – satisfaction with the process of contacting operators has increased from 41% in 2023 to 45% in 2025. Satisfaction with complaints handling increased from 43% to 46% in the same period.
In related news, Ofcom fined Royal Mail £21m after missing 24/25 delivery targets