For the first time in nine years, DPD (or sister company DPD Local) aren’t top of the MoneySavingExpert parcel delivery poll. In the 2022 results (based on 2021 experiences) Amazon Logistics replace DPD as the favourite carrier voted for by MoneySavingExpert members. Naturally Amazon were delighted with the result:
We are delighted that this survey recognises the hard work of the incredible Amazon employees and independent delivery partners who come together to provide fast, reliable and safe delivery for our customers every day.Kerry-Anne Lawlor, country director of Amazon Logistics
MoneySavingExpert asked users to rate their experience with each parcel delivery firm they had used over the past 12 months. They had the option to rate each courier with either ‘great’, ‘OK’ or ‘poor’. The poll received more than 9,000 responses.
CitySprint and Hermes received the poorest ratings. Despite boosting last year’s ‘great’ score by 1 percentage point, CitySprint sits at the bottom once again, with just 12% rating it so. Hermes, meanwhile, dropped down two places to 16th place, and Yodel remains in the bottom three for the seventh year running.
CitySprint’s result surprises me – there are some carriers which consumers love to knock but CitySprint’s service is amazing with text messages on the day to give an estimated time of arrival, followed by another SMS with a tracking link so that you can be at home or in the office when your delivery is due. Having been acquired by DPD we’re waiting to see if the CitySprint branding remains long term or if it becomes a DPD brand in the future.
As with all surveys, we suspect that those most willing to complain are those that have had a single bad delivery experience over the course of the year – and that kind of makes it fair for all carriers rated.
And robust tracking may well be the reason the 2021 results see Amazon Logistics replace DPD. DPD have fantastic tracking – they’ve led the way in the delivery experience, but Amazon have grown their volumes to dominate the number of parcels delivered by carriers with only Royal Mail delivering more and Amazon have two advantages over other carriers – not only do they have amazing tracking but they are also the retailer. If anything goes wrong with an Amazon delivery a single email or phone call will get the situation sorted out immediately.
Trying to phone other carrier simple doesn’t work like this as the contract is with the retailer. This often leads to the carrier getting all the blame and the retailer getting off scot free. We’re expecting Amazon to remain high in the MoneySavingExpert poll in future years just because they are the retailer and the carrier and that’s a combination that will be hard to beat.
There’s no doubt that this past year has once again proven to be very tough for parcel delivery firms, especially with some staff forced to self-isolate.
But sadly, we continue to hear of missing, late, damaged and dumped parcels – so it’s important for consumers to use their rights and vote with their feet when firms don’t deliver the goods.
If it’s something you’ve ordered, chances are you won’t get much choice on which firm shows up at your door. But if you’re unhappy with the delivery, or it simply doesn’t arrive, complain to the retailer – that’s who your contract’s with – and make sure they know.
It’s their responsibility to put things right, and if others are complaining too, they will have no option but to apply pressure on their couriers to raise their performance, or ultimately they’ll use another service.Chris Newlands, news and investigations editor, MoneySavingExpert