Royal Mail has beaten other parcel delivery firms to come out on top in a ranking of the top five delivery firms.
Citizens Advice’s Parcels League Table measures the customer service, delivery, accessibility and trust of the most used delivery firms.
It uses a combination of social media analysis, consumer service data and polling data to calculate the scores.
Royal Mail came out top with an overall score of 3.25 out of 5, leading on trust and accessibility, followed by Amazon Logistics.
It marks somewhat of a turnaround for Royal Mail, which in October was fined £21million for missing its delivery targets for First Class and Second Class post.Â
DPD and Evri were tied in third place, with DPD coming out on top for trust but lagging on customer service. Yodel came bottom of the table again with a score of 2 out of 5.
Dire delivery: Royal Mail topped the league table of parcel firms but issues remain
While Royal Mail has the highest score on record, Citizens Advice says the parcels market ‘is still not working for people relying on it’.
Over the last five years, the proportion of people who have experienced a problem with their most recent delivery has never fallen below a third, and this year reached its highest level.
While delivery scores have improved marginally, with an overall increase of 0.2 of a star, polling data shows problems are at the highest levels seen in five years.
Of the people who had a problem, 24 per cent said a parcel was left in an insecure location, while the same number reported late deliveries. A bigger proportion (29 pr cent) said the delivery driver left before they had to time to go to the door.
Yodel, Evri and DPD are the worst performers, with a score of 2.4, while Royal Mail and Amazon Logistics scored 3.2 out of 5.
When customers do have an issue with their delivery, the scores show that they find it hard to resolve.
Regulator Ofcom introduced more guidance for parcel companies on managing complaints in 2023, but Citizens Advice’s research shows customer service is still lagging. The highest customer service score was 3.5 out of 5 for Amazon Logistics.
Ofcom’s guidance on accessibility is also doing little to help consumers, as it continues to be the lowest-scoring category, with Royal Mail coming out top with a measly 2.8 out of 5.
Trust scores are also the lowest they’ve been, with Yodel earning a score of just 1.8 out of 5, followed by Evri with 2. Three-quarters of consumers reported they had no choice in which firm delivered their parcel.
Although there has been an overall increase in the average scores – albeit only 0.35 of a star – delivery problems are no better than 5 years ago, according to Citizens Advice.
In 2021, 36 per cent of people experienced a problem with their last delivery. There were signs of improvement in 2023, when it dipped to 34 per cent, before an uptick in 2024 and 2025. It now stands at 37 per cent.
A Royal Mail spokesman said: ‘We are pleased Royal Mail came first in the Citizens Advice parcels league table for the fourth year running.Â
‘Since last year, we’ve made great strides in providing customers with the most convenient options for sending, returning and collecting parcels.
‘Aside from delivering to every home in the UK, we offer the UK’s largest out of home network including shops, lockers and parcel post boxes, all introduced to ensure we’re the nearest and simplest choice for our customers.’
What to do if your delivery is lateÂ
A quarter of those who placed an online order in the 2024 festive season had at least one problem, according to a survey by Which? shared with This Is Money.
Whether it’s late deliveries or damaged and missing presents, shoppers have the right to claim a refund in most cases.
One shopper told Which? they had ordered a present in November that turned up on Christmas Eve, while another spent £11.99 for next-day delivery, only for it to arrive two days later.
If you paid extra for delivery and the parcel arrived later than expected, you can claim back the extra cost.
You can read our guide to making a complaint and receiving a refund if your delivery is late.Â
Have you had a delivery disaster? editor@thisismoney.co.ukÂ
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