DPD recrowned top courier in latest MSE parcel delivery service poll – here are the full results, plus tips if you've had issues
DPD has returned to the top of the MoneySavingExpert.com annual parcel delivery service poll voted on by users – ending Amazon Logistics' two-year winning streak.
Below we set out the poll results in full and explain how to challenge poor service from a delivery company. For more details on your rights, you can also see our Parcel delivery rights guide.
Here's how different firms performed in this year's poll
We asked users to rate their experience of each delivery firm they had used throughout 2023. MoneySavers cast 56,000 votes, and each specific courier could be scored as either 'great', 'OK' or 'poor'. TNT ranked the lowest out of 17 couriers this time, receiving only 14% 'great' ratings from nearly 1,300 responses.
Winner DPD received 55% 'great' ratings, while its sister company DPD Local maintained its third place position from the 2023 poll, alongside DHL which also held its spot in fourth place. Following a poor poll performance last time, Royal Mail saw a marked improvement, regaining a spot in the top five, which it held in previous years.
Evri, which rebranded from Hermes back in March 2022, scored lowest in last year's poll, and the latest votes from MoneySavers suggest its service quality has largely remained the same. It now sits slightly higher in the 2024 poll results at 16th place.
CollectPlus and Yodel were the most improved firms, jumping up five places each in the rankings. Meanwhile, FedEx and UPS both fell four places from MSE's last poll. The table below shows the full results:
2024 poll ranking and firm (2023 ranking) | 'Great' (2023 result) | 'OK' (2023 result) | 'Poor' (2023 result) |
|---|---|---|---|
1) DPD (2) | 55% (61%) | 31% (29%) | 15% (11%) |
2) Amazon Logistics (1) (i) | 49% (62%) | 39% (33%) | 13% (4%) |
3) DPD Local (3) | 54% (59%) | 28% (28%) | 19% (13%) |
4) DHL (4) | 44% (44%) | 42% (47%) | 15% (9%) |
5) Royal Mail (8) | 41% (40%) | 39% (39%) | 20% (20%) |
6) CollectPlus (11) (ii) | 34% (26%) | 46% (61%) | 20% (12%) |
7) DHL Parcel UK (9) (iii) | 36% (33%) | 39% (52%) | 25% (15%) |
8) Parcelforce Worldwide (7) | 31% (38%) | 46% (47%) | 23% (15%) |
9) UPS (5) | 33% (41%) | 42% (44%) | 26% (15%) |
10) FedEx UK (6) | 30% (38%) | 45% (50%) | 24% (13%) |
11) Yodel (16) | 33% (21%) | 31% (40%) | 36% (39%) |
12) APC Overnight (10) | 23% (29%) | 49% (59%) | 28% (12%) |
13) InPost UK (13) | 25% (24%) | 44% (54%) | 32% (22%) |
14) UK Mail (15) | 18% (18%) | 48% (59%) | 33% (22%) |
15) DX (12) | 17% (23%) | 46% (57%) | 37% (20%) |
16) Evri (17) | 28% (20%) | 24% (19%) | 48% (62%) |
17) TNT (14) | 14% (17%) | 51% (64%) | 36% (19%) |
The poll ran in early January 2024 and asked users to rate their experiences over the previous year. Order calculated by 0 points per percentage point for 'poor', 1 for 'OK' and 2 for 'great' – firms ranked from best to worst. 8,159 people voted – they could vote for more than one firm. 56,115 votes were made in total. Figures may not add up to 100% due to rounding. (i) Not always used by Amazon. (ii) CollectPlus stopped making its own deliveries in October 2020; it now only provides drop-off and collection services for other parcel delivery firms. (iii) DHL Parcel UK was formerly known as Ipostparcels.
'You have rights when firms don't deliver the goods – use them'
Our top tips for those experiencing delivery issues
Remember the retailer, not the courier, is responsible for goods from payment to delivery. Therefore, they are the primary contact for any complaints about delivery – even if you paid for a specific courier to be used. The exception to this is if delivery was arranged separately.
If a delivery is late and no longer needed, it can be returned. Goods ordered online can be returned up to 14 days after arrival, so if your parcel doesn't arrive in time, you've the comfort of knowing you can return it and receive the postage fee back (although you may have to pay to return the item).
Late deliveries could result in compensation. For example, if a delivery is late and a redelivery is scheduled, causing the recipient to take extra time off work. Further compensation could also be claimed for the additional costs resulting from the late delivery, or even the inconvenience and distress it caused. It's important to remember that you can't claim for the original no-show day, this is about EXTRA time taken off.
For full consumer rights help on delayed or missed deliveries, see our Parcel delivery rights guide.
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10 September 2024
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