Proactive Investors - Avoid DHL where possible is the main takeaway from a recent Which? survey into Britain’s top parcel delivery companies.
According to a poll conducted by the consumer advocacy website, the German firm has the lowest customer satisfaction rate at 64%, beating out Parcel Force and UPS for the bottom position.
Source: which.co.uk
Amazon (NASDAQ:AMZN) came out on top with an 89% satisfaction rate, followed by Royal Mail (LON:IDSI), despite the latter’s ongoing strike action.
Or perhaps because of the strikes: As reported by Proactive, industrial action among Royal Mail staff is causing a rapid surge in parcel volumes for competitors DPD and Evri, which may be affecting their service quality.
"As a result of the industrial action, we have seen an increase in demand for our services, as shippers seek alternatives to the Royal Mail in the UK,” outlined a DPD spokesperson.
Read more: Royal Mail strike spreads disruption to couriers Evri and DPD
For DPD’s part, the French delivery firm came in third with a 79% satisfaction rate, while German firm Evri – which changed its name from Hermes in March following allegations of poor customer service and parcel mishandling – came in a surprising fourth with a satisfaction rate of 76%.
With more strikes planned in the coming weeks, Royal Mail might struggle to maintain its second place.
Lisa Webb, consumer law expert at Which?, told The Telegraph: “With postal strikes looming, many consumers will be understandably worried about whether presents will arrive on time.
"Unfortunately, the festive season is peak time for late, damaged or missing parcels and we have heard about scores of delivery disasters.”
Which?’s research also uncovered widespread confusion among customers concerning their replacement and refund rights.
“If you specify a delivery location or neighbour and your parcel is missing or damaged it can be luck of the draw as to whether a retailer is willing to help you,” the report said.
Which? suggested complaining to the retailer in the event of missing or damaged packages “even if you think it’s down to a poor service from the courier, because your contract is with the retailer”.
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