Evri and Yodel again named the worst package senders

Wednesday 22 October 2025 13.10
| Updated:

Wednesday 22 October 2025 13.11

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Evri and Yodel have once again been named the UK’s two worst parcel delivery companies in terms of customer satisfaction, according to a new survey.

In regulator Ofcom’s annual survey, Evri posted a dissatisfaction score of 41 percent and Yodel came in second worst with a score of 33 percent.

Yodel and Evri only managed to achieve satisfaction scores of 38 percent and 31 percent respectively.

Amazon and FedEx jointly topped Ofcom’s customer satisfaction survey of package delivery companies.

The companies topped the poll for customer service satisfaction, and both scored 57 percent.

Followed by UPS and DHL, both at 55 percent.

While the overall satisfaction average was high at 78 percent – ​​unchanged from last year – consumers expressed widely varying experiences depending on which company delivered their package.

Last year, UK consumers sent and received 4.2 billion parcels, seven per cent more than the previous year, and higher than the pandemic peak of 4 billion in 2020/21.

Across all carriers, more than two-thirds of consumers (68 percent) experienced delivery problems in the last six months.

Overall, the most common problems were late deliveries (28 percent), packages being left in inappropriate locations (26 percent), delivery drivers not knocking loudly enough (20 percent), and people not being given enough time to answer the door (19 percent).

Ofcom said customer satisfaction with the process of contacting parcel operators increased from 41 per cent in 2023 to 45 per cent in 2025, while satisfaction with complaints handling increased from 43 per cent to 46 per cent over the same period.

Ofcom said: “We urge parcel operators to make further and ongoing improvements.

“In particular, consumers with disabilities and those with limiting conditions should not experience difficulties in the delivery process, which is currently more likely than for others without such conditions.”

An Evri spokesperson said: “Customer satisfaction is our top priority and every parcel is important to us. That’s why, over the last year, we have invested £57 million in our operations and technology – all to make our parcel delivery service smoother, faster and more sustainable.

“From the nation’s leading retailers and marketplaces to beloved platforms, our partners and customers continue to trust us and the service we provide, and our package volume growth and nearly four million five-star Trustpilot reviews are proof.”

Yodel has been contacted by AM City for comments.

Losses more than doubled at Yodel

Ofcom’s survey came later AM City reported earlier this month that losses at Yodel more than doubled as its revenue was slashed.

The Liverpool-headquartered business posted a pre-tax loss of £105.2m for its latest financial year.

This amount comes after Yodel also lost £48.2 million in 2023.

Accounts filed with Companies House also show that its income was cut from £555.7m to £487.6m in the year.

So far this year, the average number of people employed by Yodel fell from 3,469 to 3,123.

A statement signed by the council said: “The UK economy has experienced significant inflationary pressures throughout this period, particularly in relation to wages, fuel and utilities.

“While some of these cost increases were passed on to customers through surcharges, there was a clear impact of reducing consumer purchasing power, due to the current cost of living crisis, which contributed to a decline in adjusted EBITDA (Earnings Before Interest, Tax, Depreciation and Amortization) performance on a like-for-like basis.

“Yodel continues to offer industry-leading customer service to its portfolio of clients and the directors greatly appreciate the support and dedication of all colleagues, suppliers and clients.

“Yodel remains committed to achieving customer excellence and continuing to deliver significant improvements in service performance.”

For the 33 weeks to 1 March 2025, Evri posted revenue of £1.02 billion and a pre-tax loss of £67.6 million.

The result was the period after the company was taken over by Apollo Global Management in a deal worth £2.7 billion.