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DPD recrowned top courier in latest MSE parcel delivery service poll

MoneySavers cast 56,000 votes about their experiences with different delivery firms

16 February 2024

DPD has returned to the top of MoneySavingExpert’s (MSE) 11th annual service poll, voted on by users, ending Amazon Logistics two-year winning streak.

The UK’s leading consumer website asked its 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 ranks the lowest out of 17 couriers this time, receiving only 14% 'great' ratings from nearly 1,300 responses.

Winner DPD received 55% 'great' ratings, whilst 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 up places each in the rankings. Meanwhile, FedEx and UPS both fell by four places from MSE’s last poll. See the below table for the full results.

Oli Townsend, assistant deals editor at MoneySavingExpert, said: "This year’s ranking has seen quite the shake-up, and the poll results reveal some marked differences in firms' performance compared with the previous year. Amazon Logistics’ two-year streak at the top has ended, with it being pipped to the post by DPD. Yodel and CollectPlus – poor performers in last year’s ranking – delivered improved scores, while some others, including UPS, FedEx, and new bottom-of-the-table TNT have seen a drop off in satisfaction.

"Generally, you’ve little choice over which firm delivers your goods, as this is frequently decided by the retailer. But consumers do have rights when firms don’t deliver the goods, and you should use them.

"If you’re unhappy with a delivery or it simply didn’t arrive, it’s the retailer you should complain to – that’s who your contract is with, and it’s down to them to put things right. If a retailer gets lots of complaints, this will send a message and they’ll have to put pressure on the delivery firms they sub-contract to up their game."

Parcel firms ranked from best to worst – as voted by MSE users

2024 poll ranking and delivery firm (2023 poll 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.

MSE’s three 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 e.g. 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 MSE’s Parcel Delivery Rights guide. 

-ends-

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