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New poll reveals best and worst delivery firms for customer experience


Money Saving has run its annual poll to find the best and worst parcel delivery firms, with DPD voted the best for the fourth year running.
The survey this year polled more than 11,350 people just after the Christmas and January Sales peak and asked customers to rank the performance of all the major UK delivery firms, based on their experiences in the last year.

According to the survey 71% of voters who had used the firm rated DPD as great, compared to Royal Mail at 49%. In contrast, the companies with the highest proportion of customers rating their experience with them as poor included Yodel at 57%, Hermes at 42% and City Sprint at 37%.

Dwain McDonald, DPD’s CEO, said he was pleased to come out top again. “When over 11,000 people are voting, just after your busiest time of year, and you come top by a mile, you have to step back and say; ‘we’re clearly doing something right’! But being DPD, we won’t be resting on these or any other laurels for long. Parcel delivery is a tough, tough industry and we will have to be at the top of our game again in 2017.”

He attributed the success to the company’s continued investment in innovation. The company has launched new services in the last 12 months including Your DPD app, which allows customers to set their own delivery preferences, and DPD Precise – which allows customers to pick an exact one-hour delivery slot.

“We work with the best businesses and retailers in the UK, and our aim is to keep coming up with new ideas and services that keep us one step ahead of everyone else. Delivering a great service comes down to a lot of different things – our people, our technology, our infrastructure – and we have to get these things right, over and over again,” said McDonald.

However he said the biggest accolade had to go to the company’s drivers: “Everyone in the organisation has contributed enormously over the last year, but once again, I’d like to dedicate this achievement to our drivers who hit their one-hour delivery slots day after day after day. It’s that level of consistency throughout the company that customers really appreciate,” he said.

Customers who rated their experience with the delivery firms as great

  • DPD: 71%
  • Royal Mail Parcels: 49%
  • UPS: 47%
  • Collect Plus: 47%
  • Amazon Logistics – 46%
  • DHL: 41%
  • Parcelforce: 41%
  • FedEx UK: 39%
  • Interlink: 32%
  • Hermes: 30%
  • UK Mail: 25%
  • TNT: 24%
  • APC: 20%
  • Yodel: 18%
  • DX: 17%
  • iPost: 16% City Sprint: 13%
  • City Sprint: 13%

Source: Money Saving

Image credit: Fotolia

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