King of the parcel castle

Royal Mail has been awarded joint first place – tied with competitor Amazon Logistics - in this year’s Citizens Advice Parcels League Table.

It’s good news for us and the ranking sees us sitting jointly at the top of the UK’s five major UK parcel firms – which include Amazon, DPD, Yodel and Evri.

The table measures customer satisfaction according to four criteria: delivery problems, accessibility, customer service and trust, with customers giving a score out of five for each category. 

We scored four out of a possible five for trust, but were held back by our score of 2.4 out of a possible five for ‘delivery problems’ such as parcels being left in an insecure location or arriving late.

However at just 218g CO2e per parcel, we have the lowest emission rate amongst our competitors (Evri comes in second at 368g per parcel).

The table is generated from data collected in an online survey of more than 8,000 UK adults which was conducted between September and October 2023.

With an overall ‘winning’ score of just 2.75 out of five for both Royal Mail and Amazon, there is clearly plenty of room for us to improve and give customers exactly what they want and need.

As the saying goes - if it was that easy, everyone would do it. But Christmas 2023 offers a real chance for us to clearly make our mark as the UK’s top parcel carrier.

Grant McPherson, Chief Operating Officer, said:  

‘This peak period is critical for us. We have to show customers that they should be choosing us – Royal Mail – we are their carrier of choice.

‘You are the people to deliver their important letters, parcels, gifts, Christmas cards, no-one else.’