Amazon Logistics has claimed top spot for the first time in MoneySavingExpert’s (MSE) annual parcel delivery poll.
MSE asked users to rate their experience of each parcel delivery firm that they had used over the past 12 months with the option of rating each delivery firm as either great, okay or poor. The poll received more than 9,000 responses from readers.
Amazon Logistics was voted as the best carrier for 2021, replacing last year’s winner DPD Local, which came in third. Sister company DPD UK, which held a seven-year winning streak until 2020, remained in second place for the second year in a row. Overall, five out of 17 firms received better ratings in this year’s poll than in the previous year.
CitySprint and Hermes received the poorest ratings with CitySprint coming last with a 12% rating. Hermes dropped down two places to 16th place while Yodel remains in the bottom three for the seventh year running.
Chris Newlands, news and investigations editor at MSE, commented, “There’s no doubt that this past year has once again proven to be very tough for parcel delivery firms, especially with some staff forced to self-isolate. But sadly, we continue to hear of missing, late, damaged and dumped parcels – so it’s important for consumers to use their rights and vote with their feet when firms don’t deliver the goods.”
| 2022 poll ranking and delivery firm (2021 poll ranking) | ‘Great’ (2021 result) | ‘OK’ (2021 result) | ‘Poor’ (2021 result) |
| 1) Amazon Logistics (3) (i) | 60% (61%) | 34% (34%) | 7% (6%) |
| 2) DPD (2) | 61% (68%) | 28% (24%) | 11% (8%) |
| 3) DPD Local (1) | 60% (71%) | 25% (20%) | 14% (10%) |
| 4) Royal Mail (4) | 55% (49%) | 34% (36%) | 11% (15%) |
| 5) DHL (5) | 40% (43%) | 48% (46%) | 12% (11%) |
| 6) CollectPlus (6) (ii) | 41% (41%) | 46% (46%) | 13% (13%) |
| 7) Parcelforce Worldwide (9) | 42% (41%) | 43% (42%) | 15% (17%) |
| 8) UPS (8) | 38% (42%) | 41% (39%) | 21% (18%) |
| 9) FedEx UK (7) | 36% (40%) | 44% (44%) | 20% (16%) |
| 10) APC Overnight (10) | 32% (33%) | 47% (46%) | 21% (20%) |
| 11) DHL Parcel UK (11) | 30% (31%) | 48% (45%) | 23% (23%) |
| 12) UK Mail (12) | 26% (27%) | 52% (50%) | 22% (22%) |
| 13) DX (15) | 24% (25%) | 46% (43%) | 29% (32%) |
| 14) TNT (13) | 18% (23%) | 54% (52%) | 28% (25%) |
| 15) Yodel (16) | 26% (23%) | 33% (36%) | 41% (41%) |
| 16) Hermes/MyHermes (14) | 28% (35%) | 24% (26%) | 48% (39%) |
| 17) CitySprint (17) | 12% (11%) | 54% (58%) | 34% (31%) |
NOTE: The poll ran in early January 2022 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. 9,169 people voted – they could vote for more than one firm. 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.
Commenting on the results, Kerry-Anne Lawlor, country director of Amazon Logistics, said, “We are delighted that this survey recognises the hard work of the incredible Amazon employees and independent delivery partners who come together to provide fast, reliable and safe delivery for our customers every day.”
MSE said that it had contacted the top ranked and three bottom ranking parcel delivery firms for comment. CitySprint declined to comment, while DPD/DPD Local and Hermes/MyHermes did not respond to MSE’s request.
To view the the original report by MSE, click here.