Customer Satisfaction Plummets for UK Postal Operators

Yodel recorded a staggering 33% dissatisfaction rate for 2026. Parcel volumes continue their relentless ascent, straining an already fragile system.

The UK saw 4.6 billion parcels sent and received in the previous year, an 8.6% increase. Most frequent complaints centered on delivery delays, accounting for 32% of all reported issues.

Parcels left in inappropriate locations made up 28% of reported problems. Fergal Farragher stated, "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."

Amazon and FedEx, by contrast, emerged as top performers, both recording a 15% dissatisfaction rate.

Evri, despite its poor customer satisfaction survey performance, invested £32.2 million this year in infrastructure, technology, and network capacity. An Evri spokesman claims the vast majority of its customers remain satisfied, citing 4.4 million five-star reviews on Trustpilot.

The spokesman also claims third-party data from The Despatch Company, covering 1.3 million Evri parcels, found 99.4% were delivered within seven working days. Evri's spokesman further claims Ofcom's data is unweighted by the scale of the carrier.

Improvements to customer support, including priority assistance through the Evri app, direct email access, and an enhanced escalation route, have been introduced since the polling was conducted.