Every year, MoneySavingExpert.com runs a survey asking consumers to rank delivery firms based on their experiences during the year. In 2019, a total of 9500 respondents were questioned to rate their experiences. Conducted shortly after Christmas and the January sales peak, MoneySavingExpert.com asked people to rate the performance of all major delivery firms in the United Kingdom.
For the seventh year in a row, DPD tops the table. In the 2019 ranking, Yodel performs worse, with a total 'Great'-score of 21%. The results are more or less the same in the last few years. Results between the premium express services and cheaper economy services may be skewed on perception rather than reality. It can happen that one bad experience frames the idea a consumer has of a delivery company for a period of time into the future.
| Major Delivery Companies | 'Great' Score |
| DPD | 63% |
| Collect + | 61% |
| DPD Local | 56% |
| Royal Mail | 55% |
| Amazon Logistics | 52% |
| UPS | 42% |
| Parcelforce | 41% |
| Fed Ex | 41% |
| DHL | 41% |
| UK Mail | 29% |
| Hermes | 29% |
| TNT | 23% |
| Yodel | 21% |
DPD leading the table is not much of a surprise. The delivery company is a market leader in the United Kingdom. It offers services with tracking notifications, one-hour time slots (reduced to 15 minutes close to delivery) online Predict & Follow My Parcel services and a tracking mobile app. The company also takes sustainability very seriously, making it appealing to consumers who like to know what impact their parcel delivery service is having on the environment.
Dwain McDonald, DPD's CEO commented, "To be voted the best in any business seven years running is an amazing achievement, but to do it in our industry, with the level of change we've seen over that period and the huge number of variables we deal with every day, is truly incredible. We delivered a record number of parcels again between Black Friday and Christmas and service levels were excellent throughout, as this survey clearly shows. Delivering great customer service every single day is what we do, but that level of consistency requires a massive team effort. The whole team deserves huge credit and, with nearly 10,000 parcel recipients voting, this is the best recognition going."
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