Data from Ofcom’s quality of postal delivery services tracker 2024 is out and reveals Amazon comes top for consumer satisfaction with UK carriers.
The research supports Ofcom to understand the experience of UK residents who have experience of receiving deliveries from different parcel companies within the six months prior to the survey interview. Data was gathered over two periods – the 30th of January to 2nd of February 2024 and the 16th to 19th of July 2024.
Ofcom sought to:
- Measure the reported quality of service received from different delivery companies;
- Measure the incidence of issues experienced with parcel deliveries;
- Measure the reported satisfaction and experience with different delivery companies when making a
complaint (or customer contact); - Understand the experience of users with impacting/limiting conditions, and the reported quality of service
they receive from different delivery companies.
Fieldwork was conducted using Yonder’s online panel, reaching a total of 4,048 participants over two waves. Invitations to complete the survey were sent out on a nationally representative basis, aligned to age, gender, region and social grade, to ensure that we achieved a good demographic spread.
The chart above summarises the satisfaction with delivery findings with respondents asked “Over the past 6 months, how satisfied or dissatisfied are you with your deliveries from …?“
It’s perhaps not surprising that TNT Express and DX Delivery are towards the bottom in terms of consumer satisfaction as these two carriers typically deliver larger items which are more prone to perceived consumer dissatisfaction.
Notably, Amazon, Royal Mail, Parcelforce and DPD scored net consumer satisfaction scores above the 79% average (86%, 83%, 80% and 79% respectively).
With the exception of Evri who scored a net consumer dissatisfaction score of 14% and Yodel (10%), it’s encouraging to see that in general net dissatisfaction scores are in the single digit percentages with the average being 7%. DHL, Parcelforce and TNT Express had the lowest net dissatisfaction scores each with 4%.
If you would like to dig further into the raw data, Ofcom has published the stats in Excel format here.
