In this day and age, we all love the convenience of being able to buy something online and receive it the next day. The likes of Amazon Prime even offer same day delivery and with free returns, it means there is literally no reason to leave the house and enter a shop anymore. But what happens when the delivery system fails? What happens when the next day (or same day) service you have paid for doesn’t show up? Or if your items appear broken when they are opened? The online shopping world is sadly not short of courier delivery horror stories, from broken and lost items to rude, unpleasant and sometimes AWOL drivers. Unfortunately, we don’t usually have any control over what courier service our favourite online shopping sites choose to use, as Money Saving Expert’s Martin Lewis points out, but it seems that we certainly have our favourites, as a recent poll by Money Saving Expert has revealed. The poll was voted in by many online shoppers (over 11,000) who had had experience with several different courier firms. The were a few very familiar faces included in the poll, including DPD, Yodel, Parcelforce, Hermes and Royal Mail Parcels. So what did everyone think? Who came out on top? And who has scarred online shoppers for life?
Delivery firm to a lot of major companies including ASOS and Amazon, Yodel didn’t do so well in the revealing poll, coming out as the worst delivery firm, according to customers. A whopping six in ten people that took part in the survey voted the company’s delivery efforts as ‘poor’. The customers had all had parcels delivered by Yodel within the last year. The poll, dubbed the league of shame’ showed that Yodel had a poor rating of 4, 275 votes which was a huge 57% of voters, a quarter then rated the service as just ‘ok’ and only one in five actually declared it as ‘great’. To make matters worse, the firm was voted the third worst in the UK the previous year which means it has only gone from bad to worse – with customers dreading a delivery from the company with the unmistakable bright green vans. When asked to comment on the results of the poll, Yodel said that they were disappointed by the outcome and hope to improve. Hmmm.
Voted in the bottom five, it seems Hermes haven’t had a great year, not only when it comes to customer service, but also for the treatment of their staff. They have also recently been under fire for paying their workers less than the ‘National Living Wage’ and are currently being investigated. Reports have also emerged of their staff ‘throwing’ expensive items over fences and the like. Still, 30% of voters still gave them a ‘great’ rating which puts them in a fairly middle ground.
Royal Mail Parcels
Receiving a great rating of 49%, Royal Mail have come up trumps as the second best delivery firm of the year. Only 11% of voters recorded having a ‘poor’ experience with them, which means that they must definitely be doing something right. However, the good news comes just as Royal Mail’s sales take a tumble due to post-Brexit uncertainty. For the first nine months of the year, Royal Mail had flat revenue and although in line with expectations, the company has said they are definitely feeling the strain now that Britain has decided to leave the EU – with UK letter volumes being the hardest hit.
Also scoring fairly highly, Parcelforce received a poor rating of just 13% (793 votes), an ‘ok’ rating of 46% and the remaining 41% were singing their praises. Parcelforce may have proved to be more of a good guy than a cowboy during the last year, but they have also had their fair share of scrutiny, including CCTV footage of a Parcelforce van driver smashing into a parked car and driving off. However, other than that they have proven to be a pretty reliable service all round, with online reviews even saying that they have delivered ahead of schedule. Of course, there are some bad ones out there as well, but we’ll leave the verdict up to you…
The winner of the Money Saving Expert poll, DPD has been crowned the best delivery service by its customers, showing that once again they have achieved a great level of customer satisfaction. The company have achieved the top spot for the fourth year in a row. A whopping 71% of voters rated the DPD service as ‘great’ meaning that their win was well and truly undisputed. Their success does not stop there either, as in recent years DPD has received a Queens Award for Innovation as well as a ‘Special Award’ from Which? The ultimate consumer voice. Their continuous success could be down to the introduction of their ‘YourDPD’ app which allows flexibility for all customers, allowing them to set their own delivery times, with ‘DPDPrecise’ allowing a time to be set within just one hour. DPD has also recently been taken on by major firms Sainsbury’s and Matalan.