Evri and Yodel ranked worst parcel firms in the UK for 4th year running
Key Points
- Evri and Yodel ranked worst for parcel customer service for a fourth year
- Amazon and FedEx top Ofcom’s rankings with 56% satisfaction
- Overall parcel satisfaction fell from 78% to 75%
- 71% of recipients hit a delivery problem in six months
- Ofcom is considering tighter parcel regulation
Ofcom has ranked Evri and Yodel bottom for parcel customer service for a fourth straight year. The communications regulator’s fourth annual parcel survey gave Evri a contact satisfaction score of 26% and Yodel a score of 34%, both significantly below the average.
The two firms also recorded the highest levels of dissatisfaction, with Evri at 42% and Yodel at 33%. InPost acquired Yodel in 2025, and the firm now operates under the InPost brand.
Amazon and FedEx topped the rankings again, with both achieving an average satisfaction score of 56% across every stage of the contact process.
Average overall customer satisfaction fell to 75% this year, the first decline since the figure held at 78% from 2023. Satisfaction ranged from 64% to 84% depending on which firm delivered the parcel. Satisfaction with contact across all operators dropped from 47% to 43%.
Delivery problems on the rise
Seven in 10 parcel recipients (71%) experienced a delivery issue in the past six months, up from 68% last year.
The most common problems recipients reported included:
- Delivery delays (32%)
- Parcels left in an inappropriate location (28%)
- Drivers not knocking loudly enough (25%)
- Not enough time to answer the door (20%)
Disabled consumers and people with limiting conditions remain more likely to face delivery difficulties, at 76% compared with 68% for other recipients.
People in the UK sent and received a record 4.6 billion parcels last year, an increase of 8.6% on the previous year.
Tighter rules under consideration
Ofcom strengthened its rules on complaints handling and the treatment of disabled customers in 2023.
The regulator said it was now considering further action, including whether customers need stronger regulation to protect them. It will publish an update in its annual monitoring report on the postal market in December.
“Parcels are a vital part of everyday life, and people rightly expect packages to arrive on time and without hassle,” said Fergal Farragher, Policy Director at Ofcom.
“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,” Farragher added.
Yonder Consulting surveyed 4,179 UK residents aged 16 and over online in January and July 2026 for the research.
