Ofcom’s latest annual league table has revealed the best and worst parcel firms for handling complaints, with Amazon and FedEx once again topping the league table and Evri and Yodel limping in last for the fourth year in a row.
According to Ofcom’s fourth annual survey, while average overall customer satisfaction remains reasonably high at 75%, levels declined for the first time in three years, having held stable at 78% since 2023. Ofcom found that satisfaction levels ranging from 64% to 84% between firms.
The findings have prompted the watchdog to consider stricter regulations to make parcel delivery companies up their game.
When comparing individual parcel companies’ performance in handling contacts and complaints from parcel recipients, Amazon and FedEx top the poll again this year on customer service satisfaction. Both companies achieved an average satisfaction score of 56% across all elements of the contact process.
For a fourth straight year, Yodel and Evri performed worst. Satisfaction among customers who have cause to contact or complain to them about a delivery issue are significantly below average at 34% and 26% respectively, Ofcom found.
These companies also have the highest levels of dissatisfaction, with Evri scoring 42% and Yodel scoring 33%.
Last year, people in the UK sent and received a record 4.6 billion parcels, which was 8.6% more than the previous year.
Across all operators, seven in 10 parcel recipients (71%) experienced a delivery issue in the past six months, up from 68% last year.
The most common issues experienced are delivery delays (32%), parcels being left in an inappropriate location (28%), the delivery driver not knocking loudly enough (25%), and not being given sufficient time to answer the door (20%).
Ofcom said parcel operators have made a number of improvements to complaints handling processes, and there were signs of improvement in customer experience in some areas.
However, like overall satisfaction, average satisfaction with contact across all operators has fallen this year from 47% to 43%, the research found.
Also, disabled consumers and those with limiting conditions are still more likely to encounter difficulties with the delivery process (76%) compared to people without impacting or limiting conditions (68%).
Ofcom said: “We are concerned that there are still a significant number of customers experiencing issues, and that parcels operators can, and should, do more.
“In light of these concerns, we are considering further action to ensure customers are adequately protected, including whether strengthened regulation is needed.
“We will provide further updates on this work when we publish our annual monitoring report on the postal market in December.
Fergal Farragher, Ofcom policy director, added: “Parcels are a vital part of everyday life, and people rightly expect packages to arrive on time and without hassle. While some firms are delivering a good service, too many customers are still experiencing problems.
“Companies need to put customers first and improve performance, or we will consider further measures to make sure consumers are properly protected.”
The research, carried out for Ofcom by Yonder consulting, took place in January and July 2026.
Yonder Consulting surveyed 4,179 people aged 16+ online. The sample was comprised of UK residents who had experience of UK delivery companies in the six months prior to the research and was weighted to align with the UK population profile on age and gender, region, ethnicity and social grade.
