Parcels League Table 2024
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Parcels League Table 2024
The 2024 Parcels League Table reveals for the fourth year in a row the parcels market is not working for consumers. Although we have seen some slight improvements for most companies in overall ratings and delivery problem scores, all parcel companies scored 3 stars or under out of a possible 5.
This year we’re able to assess the impact of Ofcom’s steps to improve accessibility provision and complaints processes in the parcels market. Citizens Advice research found that three quarters (73%) of consumers experienced a further issue when trying to resolve a parcel problem and a significant proportion (39%) of people with accessibility needs are still unable to share these with delivery companies.
This makes it clear that after over a year of Ofcom’s changes being in place more needs to be done to see Ofcom’s interventions really translate to better outcomes. Ofcom must take further action to reduce the complaints and accessibility issues consumers are facing.
The top five delivery companies by parcel volume were measured against four criteria, customer service, delivery problems, accessibility (such as people needing longer to answer the door) and trust and rated out of five stars.
We also measured companies against a contextual cost metric and environmental indicator. We used data from Citizens Advice Consumer Service, consumer polling and social media complaints. Click here 90.3 KB for a complete methodology.