Competitor Watch

Hermes UK claims that its 4.5-star rating on Trustpilot’s customer review site is higher than any other UK parcel carrier.

Hermes said it monitors feedback received through Trustpilot as a way to gain ‘the best possible insight’ on its parcel delivery service, with more than 300,000 reviews received to date.

Hermes has incorporated a review invitation into the customer's user journey following the delivery of a parcel ensuring all reviews are legitimate and verified. This follows a probe by Citizens Advice, which resulted in Trustpilot notifying users in March 2019 that historical reviews on Hermes may not be accurate as it had previously only invited happy customers to leave reviews.

Hermes has invested £55m in technology as part of its ‘Customer Futures’ strategy, focused on delivering improvements to the customer delivery experience. The company uses an artificial intelligence chatbot called ‘Holly’ that automates 40% of contacts to its customer service teams. Since its launch in November 2018, Holly has had a total of 432,000 chats resulting in a reduction of contacts to customer service operatives by 50%, the company said.

Hermes UK has also integrated its services with all Amazon Alexa and Google Assistant devices to include a ParcelShop finder, the ability to set a nominated safe place or select a neighbour and a more convenient process for booking returns.

Amazon Alexa was launched on our mobile app in April 2019. It and allows customers to quickly track the status of Royal Mail deliveries, by providing Alexa with their Royal Mail tracking number. This is available through all Alexa voice enabled devices.

We are working on more enhancements to make it even easier and more convenient for consumers to send and receive items.