When Ofcom’s annual customer satisfaction survey of parcel delivery companies came out, one post on LinkedIn from Matthew Dunne, founder of The Despatch Company stood out… and that was because Matthew was fuming and wanted to support Evri who Ofcom ranked bottom.
Ofcom measured Net Satisfaction and Dissatisfaction, but Matthew argues that Ofcom took no account of parcel volumes, and says that it naturally follows that the more parcels a carrier handles the more problems they’ll encounter. But crucially, it’s the percentage of problems that counts, not simply the number. He’s also full of praise for the carrier industry, pointing out that with 4.2 billion parcels delivered in the last year, the UK is a great place to get your ecommerce purchases delivered, often next day.
When I asked Matthew if data could give Ofcom survey a more balanced picture of delivery performance he emphatically agreed, but questioned whether their survey simply wants to grab headlines rather than giving a balanced picture.
In this interview you will find:
- 00:00 Introducing Matthew Dunne, Founder, The Despatch Company
- 04:23 Why was Matthew enraged by Ofcom’s Parcel Operators Satisfaction Survey?
- 07:48 Data backed carrier performance stats
- 10:42 Carrier satisfaction Perception vs Reality
- 15:11 Could data give Ofcom survey a more balanced picture of delivery performance?
- 19:09 Why the UK is a fantastic country for ecommerce
- 24:08 Final thought – Cut your courier some slack!
