The UK's postal regulator has warned parcel delivery companies that they must raise their customer service standards or face measures designed to protect consumers. Ofcom said it is considering "additional regulation" after customer satisfaction levels declined in 2026, according to its latest research.
Satisfaction Falls to 75%
Average customer satisfaction had remained steady at around 78% between 2023 and 2025, but slipped to 75% over the year. The watchdog's annual survey of postal companies found that Evri and Yodel had the least satisfied customers, for the fourth consecutive year.
Evri recorded the highest overall dissatisfaction rate at 42% for the year, with Yodel close behind at 33%. Amazon and FedEx were the best performers, with both registering just 15% dissatisfaction and achieving the highest satisfaction ratings amongst consumers, scoring 56% each.
Record Parcel Volumes and Delivery Problems
Last year, people across the UK sent and received a record 4.6 billion parcels, an increase of 8.6% on the previous year. Across all operators, 71% of parcel recipients encountered a delivery problem in the past six months, up from 68% the year before.
The most frequently reported issue was delivery delays, cited by 32% of consumers, while 28% flagged parcels left in unsuitable locations.
Regulator's Warning and Industry Response
Fergal Farragher, policy director at Ofcom, said: "Parcels are a vital part of everyday life, and people rightly expect packages to arrive on time and without hassle. While some firms are delivering a good service, too many customers are still experiencing problems. Companies need to put customers first and improve performance, or we will consider further measures to make sure consumers are properly protected."
A spokesman for Leeds-based Evri said: "Ofcom data shows that Evri is delivering to more households than ever before as one of the UK's largest parcel delivery companies, and this polling highlights that the vast majority of customers remain satisfied – reflected in 4.4 million 5-star reviews on Trustpilot. Third-party data from The Despatch Company, covering 1.3 million Evri parcels, found that 99.4% were delivered within seven working days, demonstrating the reliable service we continue to provide for customers across the UK. We handle more than a billion parcels each year – millions every day – and while Ofcom's data is unweighted by scale of carrier, it underlines the importance of continuing to invest in delivery choice, technology and customer support. That is exactly what we continue to do.
"This year, we have invested £32.2 million in infrastructure, technology and network capacity, while also introducing new ways for customers to access support: priority assistance through the Evri app, direct email access to customer services, and an enhanced Tell Us Straight escalation route. These improvements have been introduced since the polling was conducted."
