People who receive parcels are experiencing substantially
different levels of satisfaction depending on which parcel
company delivers their package, according to new research
published today by Ofcom.
Ofcom’s annual Post Monitoring Report sets
out key data and trends in the postal sector, including people’s
experiences of sending and receiving post.
Two thirds (65%) of people say post is important to them for
staying in touch with friends and family, although this is down
from three quarters (75%) last year. Eight in 10 (79%) say there
are things they will always need to send by post, however this is
down from 84% last year.
While eight in 10 parcel recipients (78%) are satisfied by
deliveries from parcel firms on average, two thirds (65%) have
had a delivery issue in the previous six months. The most common
complaints are about delivery delays, parcels being left in an
inappropriate location, not being given sufficient time to answer
the door or the delivery driver not knocking loudly enough.
This year, we strengthened our
regulations to make sure people are treated fairly by parcel
companies. We are closely monitoring implementation of these new
protections and have expanded our consumer research to establish
a baseline for people’s experiences of sending and receiving
parcels.
We have also been engaging closely with companies to understand
the changes they have made to implement our new rules and
guidance. If we don’t see significant improvements in customer
experience, we will consider if further regulation is needed. We
can also take enforcement action if companies do not comply with
our new rules.
Comparing carriers
If someone buys something online and their parcel is damaged or
does not arrive, they may be able to seek redress from the online
retailer under consumer law. The sender may then seek redress
from the parcel firm, and sometimes a recipient may need to
contact the parcel operator.
Our research found that fewer than half of parcel recipients who
contact the parcel company are satisfied with the contact process
(41%), the handling of their complaint (43%) and resolution of
their issue (47%).
There is considerable variation between parcel operators –
Amazon, DHL, FedEx and UPS have the highest levels of
satisfaction over these three areas, while Evri and Yodel have
the lowest.
Parcel operators have made a number of improvements to complaints
handling processes this year as our new protections have come
into force. This includes better information on their websites;
improvements to phone lines and live chat; and introducing
options for customers to request an email or call back.
Across the two waves of consumer research that we have carried
out this year, there are initial signs of improvement in customer
experience in some areas. We will continue to monitor progress
and provide a further update in next year’s annual Post
Monitoring Report.
Royal Mail and the universal service
Today’s report also looks at Royal Mail’s financial and
efficiency performance as the universal service provider.
Last year, Royal Mail’s parcel volumes declined and it lost
parcel market share. Revenues also fell and profit margin
declined significantly. We also continue to have concerns about
Royal Mail’s ability to deliver sufficient efficiency savings,
and, given recent performance and these risks and uncertainties,
our concerns about the longer-term sustainability of the
universal service have further increased since last year.
Given consumer demand for postal services is changing
substantially, Ofcom is gathering evidenceon
whether the universal service might need to evolve to more
closely meet consumer needs. We will publish our analysis early
next year. It would ultimately be for the UK Government and
Parliament to determine whether any changes are needed to the
minimum requirements of the universal service.
Response by
Which?
Sue Davies, Which? Head of Consumer Protection Policy,
said:
“Year after year, we hear from consumers who have experienced
delivery disasters – such as parcels thrown over fences,
items delayed in the post and deliveries eaten by foxes.
“Our most recent survey found that four in 10 experienced at
least one problem with their Christmas deliveries.
"Any delivery firms falling short need to up their game and
ensure that people's parcels arrive on time and in good
condition. It’s important that Ofcom’s new measures lead to
far better levels of service for consumers – and the regulator
should be prepared to take further action if
firms fall short of these expectations.”
