A poll by consumer website MoneySavingExpert.com rating the “best and worst” delivery companies in the UK has revealed Yodel as having the poorest overall satisfaction rating among customers with DPD being voted top for the fourth consecutive year. The survey examined the performance of 17 delivery companies using the results from more than 11,000 respondents.
Disappointingly for Yodel, approximately 57% of those surveyed rated their delivery experience as poor, with just 18% having received great service, a 3% decline year-on-year.
According to MoneySavingExpert.com, a Yodel spokesperson said, “We’re disappointed with our standing. We survey, on average, 4,100 customers a day, which equates to over 20,000 customers a week, which is more than any other independent poll. Comparing it to our own customer data, over the last six months, we have consistently averaged more than 80% positive feedback.
“We continuously challenge ourselves to improve our service and we have seen huge improvements over the last two years but clearly we still have significant ground to make up.
“We are constantly looking at ways to further improve the business. We have invested over £30m (US$37.5m) in technology over the last two years. Our customer feedback shows us that the investments we have made are having a positive impact on the customer experience, but we recognize that there is work we need to do with our retail customers to boost this service experience further.”
City Sprint also came under fire having received the second-worst overall score, with 37% of respondents rating their experience as poor and just 13% having had a great delivery.
In contrast, DPD and Royal Mail Parcels enjoyed the strongest results with “great” customer satisfaction ratings of 71% and 49% respectively.
Martin Lewis, founder of MoneySavingExpert.com, said, “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.
“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.
“I was once booed by a conference of senior retail-company bigwigs when I told them that I hoped they suffered brand damage if the firms they chose to do deliveries messed up.
“Yet this is important. If you have had an abominable delivery service, complain to the retailer and make sure they know hopefully they can rectify the situation. And make them justify why they use firms with dire reputations. If they won’t do it, then we must vote with our pockets and stop buying online from firms that use c**p delivery services.”
To read more from the survey by MoneySavingExpert.com, click here.
January 30, 2017
