Royal mail are s##t-just not as s##t as Evri and others

[POSTMAN]

https://www.itv.com/news/2022-11-18/evr ... 1668778553

All of the UK’s major parcel firms are continuing to fail consumers amid calls for regulator Ofcom to consider fining them if they cannot improve their service.

Evri, formerly known as Hermes, alongside Yodel, DPD and Amazon Logistics failed to secure even a three-star overall rating out of five after being scored against criteria including customer service, parcel problems and accessibility needs, such as people needing longer to answer the door.

Evri came last for a second year running despite an overall improvement to score just 1.75 stars in the second annual parcel league table by Citizens Advice.

Yodel got the lowest score on a single criteria of all the firms, achieving just 1.7 stars for customer service.

Almost half of Yodel customers polled by Citizens Advice (43%) reported a problem with their last delivery, compared with just over a quarter (28%) of Royal Mail customers.

Royal Mail achieved the highest overall score but still only managed three stars.

Citizen's Advice also revealed a link to its online advice ‘If something you ordered hasn’t arrived’ had been viewed almost 211,000 times in the last 12 months, and 52,000 times in the three months leading up to last Christmas.

They measured the performance of the top five companies by parcel volume using data from its Consumer Service, consumer polling and social media complaints.

Citizens Advice chief executive Dame Clare Moriarty said: “One year on and parcel firms haven’t got their act together, with nobody delivering a four or five-star service.

“Behind the figures are shoppers seriously let down when parcels go missing or are late. The needs of those who rely most on online shopping, such as disabled people, are being forgotten.

“Our findings show there’s more for Ofcom to do to protect shoppers, and if these firms don’t up their game, it should be fining them.”

An Ofcom spokesman said: “We agree that some parcel companies are failing their customers when deliveries go wrong. So we’re strengthening our regulations next year to make sure people are treated fairly by parcel firms.

“We welcome research that shines a light on their performance, which we are monitoring too. If we’re not satisfied with how companies respond when our new protections come into force, they may face enforcement action or tighter rules in future.”

A Yodel spokesperson said: “We are fully committed to continuously improving and have invested heavily in customer service infrastructure over the last year, including the launch of a new app and proof-of-delivery images which provide customers with greater transparency.

“We disagree with the methodology and findings of this report. Our own parcel data and Have Your Say feedback programmes show that 84% of our customers had a positive experience with us over the last six months.”

An Evri spokeswoman said: “As the UK’s leading dedicated parcel company, Evri delivers over two million parcels each day and we pride ourselves on offering a fast, reliable, sustainable service which doesn’t cost the earth for consumers and businesses alike. “

[POSTMAN]

Royal Mail in number 1 spot in Citizens Advice Bureau parcel league table - message from Jenny Hall

As you may have seen this morning, the Citizens Advice Bureau has published its second annual parcel league table. The top five delivery companies by parcel volume were measured against a series of criteria (cost, customer problems, accessibility, customer service and trust) using data from Citizens Advice Consumer Service, consumer polling and complaints on social media.

Although their view is that the industry has a lot of improving to do, Royal Mail ranked number one and scored the highest, knocking Amazon off the top spot.

Trust is what our company is built on and we received a very good score of 4.33 in that category, which demonstrates that people value their letters and parcels being delivered by a postie they trust.

Our overall ranking has improved since last year and shows the changes we are making to our services – better tracking and apps, more services, and a clear focus on first time delivery – are working.

evri.png

#Well that's unfortunate-miss unfortunately

[Slim2none]

Well Jenny.....If you really want to improve your overall ratings in these types of surveys....maybe start with having the correct number of staff and maybe treat those same staff with the respect they deserve.
It's possible it may not have registered with you, but you and your ilk actually don't contribute a bloody thing to those scores.
Thanks though for your comments.

[grchpo]

Unbelievable, what exactly does a director of corporate affairs do, it's not delivering letters I'm sure

[hazzeem025]

Unbelievable, what exactly does a director of corporate affairs do, it's not delivering letters I'm sure

I believe it's one of those jobs where you talk complete s**t and basically wander around making everyone else's life a misery, while trying to justify your own overpaid job......

[pieoftheday]

Most of the workforce still care about how we deliver our letters and parcels, we do our best with one hand tied behind our backs,that's why RM are the number one, imagine if the top brass cared as much ,we'd be away out in front

[chickenwittle]

Most of the workforce still care about how we deliver our letters and parcels, we do our best with one hand tied behind our backs,that's why RM are the number one, imagine if the top brass cared as much ,we'd be away out in front

[ad/ab]

jenny hall - another made up job title- ,the trust we have built up over many years , not by you jenny but by dedicated posties who now are being treated like sh*t and whos morale is at an all time low . thanks jenny for f*** all.

[Shirtbuttons]

Nice to see the twitter employees standing up for themselves.

[cobrakai]

If you look on Trustpilot we are worst…

[bongo_fury]

If R.M. is s**t for customers now, just wait another 6-12 months and see how s**t it is then.

[bongo_fury]

.

[Mr Rush]

That name change for Hermes really worked out.

[guardianangel]

Ofcom are paid for by the government and they couldn't give a s**t,in our office there are boxes and boxes of mail under benches not being delivered ,companies and customers pay good money for on time deliveries which they dont receive or never receive,skips full of advertising leaflets dumped and not delivered where companies have paid good money, black friday advertising unlikely to be delivered until 2023 black friday (that's if we still have a postal service,all this is costing the country billions in lost trade and Ofcom and the government sit back and watch our once trusted postal service get ripped apart so bosses and shareholders (probably a few mp's) can carry on living the lavish lifestyle,sad times.