The UK’s favourite parcel delivery company DPD has been voted the best in the business for the seventh year running, in Money Saving Expert’s customer satisfaction survey.
Almost 9,500 people took part in the poll on Martin Lewis’ site to find the best (and worst) parcel delivery firms. Conducted just after the Christmas and January Sales peak, the poll asked people to rate the performance of all the major UK delivery firms, based on their own experiences with each company over the past year.
DPD finished the overall winner with 63% of voters rating their service as ‘great’. What’s more, after returns specialist Collect +, DPD’s sister company DPD Local was next with a 56% ‘great’ score.
Royal Mail was some 8 percentage points behind DPD on 55%. ‘Great’ scores for the other major carriers included 42% for UPS, while Parcelforce, Fed Ex and DHL all tied on 41%. At the bottom of the table, Hermes scored 29% and Yodel 21%.
| 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’s success over the past decade has been largely down to its unique one-hour delivery slot service, Predict. Predict means that all DPD customers receive an email or text notification of their one-hour delivery slot in advance, along with a series of ‘in-flight options’ so they can always make arrangements for their delivery, even if they aren’t going to be at home.
Increasingly, DPD customers now use the Your DPD app, which has had close to 5 million downloads. The app enables users to personalise their delivery preferences and gives them total control over each parcel.
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 best recognition going.
“We never rest on our laurels at DPD. The investment in our service and our network continues this year as we lead the industry forward again, this time on sustainable deliveries. Our aim is for 10% of our fleet to be electric by the end of 2020, giving us the largest all-electric delivery fleet in the UK.”
