UK parcel delivery company Evri has announced its ‘best ever’ peak season performance with 154 million parcels delivered during the nine weeks to December 30, 2023, driven by a 21% surge in deliveries in the final Christmas week.
The company’s record peak season was supported by a £32m (US$40m) service investment into its operations and customer service teams. The business hired over 6,500 colleagues to fulfill orders and handle customer queries during the period between Black Friday and Christmas.
The company launched an automatic callback function via a new dedicated phone line to boost customer service levels during the peak season. Customers also had access to more than 10,000 of Evri’s ParcelShops and lockers for convenient and flexible parcel collection.
Chris Ashworth, chief customer officer at Evri, commented, “We were pleased that our service performance across the year and particularly across the peak weeks has been acknowledged across our client base with very positive feedback from brands, including M&S. Every parcel matters – and that is why Evri is committed to continually improving its services by investing in its people, infrastructure and processes.”
Evri has also announced that it has relocated to a larger site in Tyneside, approximately 6.5km from the original location. The move is part of a nationwide plan to facilitate future parcel volume growth driven by consumer demand for home delivery.
As part of the move, Evri will consolidate its original site and its pop-up site into one large unit, which has been refurbished to include eight state-of-the-art docking areas for seamless parcel processing.
The 13,842m2 depot is equipped to handle 50,000 additional parcels per day, bringing the total capacity to 200,000 per day. All existing workers have moved to the new facility and Evri expects to create additional jobs at the site this year.
Gary Chalk, head of depots (North), at Evri, said, “We are very excited to be moving into our new depot. We’ve got a great team here – some have worked here for decades – and provide a great service to the local community. We are very grateful all the team have moved with us – a big thank you to everyone who has helped make this happen.”
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