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Couriers and delivery drivers now part of UK communities, study says


The growth of home delivery has made couriers as important and trustworthy as postmen and postwomen, according to new research.

It found that the ‘doorstep experience’ of the UK’s couriers and delivery drivers is better than ever, especially with regular customers. Almost three-quarters of couriers (72%) deliver to the same addresses on their route some or most of the time – and 79% tend to interact with the same person at those addresses.

When asked, almost two-thirds (63%) of delivery drivers said they feel they have a good relationship with those recurring customers and more than half (56%) know their names. In fact, only 3% of drivers say they experience rudeness on a regular basis, while almost half (44%) are regularly complimented on their service.

The survey of more than 200 UK delivery drivers was carried out by same-day delivery business Gophr.

Seb Robert, CEO of Gophr, said: “Couriers were some of the unsung heroes of lockdown and have continued to be a vital part of modern society. Their ‘doorstep experience’ with customers at homes and businesses is crucial as it ensures they stay engaged and happy with their job.

“It also means people and firms continue to receive the packages and deliveries they rely on from couriers they know and trust. Plus, if you match the right couriers with the right work, then you are going to see a better experience for all parties.

“Customers have grown used to the etiquette around home delivery and in many cases treat those people as a part of the local community in the same way as postmen and postwomen have been seen. They are, quite rightly, grateful for the great service that delivery drivers provide.”

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