Ep 254: Customer delivery complaints and the UK parcels league table

Dec 2, 2021

Anne Pardoe, Policy Manager for Post and Telecoms at Citizens Advice, joins me to discuss Citizens Advice’s recently published Parcel League Table:

• Overview of Citizens Advice’s role as a consumer advocate in the UK delivery sector
• Regulation of parcel delivery in the UK
• Growth in number of customers' delivery complaints
• Main categories of consumer delivery complaints
• Issues for disabled customers when it comes to residential delivery
• Examples of delivery complaints from customers
• Evaluating customer service - including various data sources, including social media
• Giving customers control and visibility of their parcel deliveries
• Making it easier for customers to resolve delivery complaints
• Delivery drivers’ experiences, and how that impacts on delivery quality
• Tools to fix delivery issues and driver problems
• Top 3 things delivery companies can do to improve their rating on the Citizens Advice league table
• Out-of-home delivery in rural and remote areas - including Post Office Limited’s new deals with DPD and Amazon

Click here for more on the Citizens Advice Parcel League Table.