As 80% of the UK shop online, deliveries have become a frequent part of many people’s daily lives. However, customers are sometimes, unfortunately, facing issues related to missing parcels or incorrect items received.  

SaaSGenius.com has tested the customer service departments of 10 of the biggest delivery courier companies in the UK to reveal who does it best, as part of the Helpful Help Desks campaign.

SaaSGenius.com contacted 10 of the UK’s leading delivery courier companies with the query, “Hi, my parcel hasn’t turned up, and I need to locate it.”

 But which companies in the delivery courier industry were found to provide the best customer service?

Evri takes the top spot as the delivery courier with the best customer service help available, scoring 60.7 out of 100.  

Evri had a near-perfect live chat experience score of 49.8 out of 50 due to the super short response time of 1 second, alongside the company’s speediness in resolving any issues in 1 minute. Customers also only need to exchange 1 message in the live chat before being connected to another human. 

However, whilst Evri tops the table for its speedy customer service on their live chat, it’s important to note that this method of contact is the customer’s only way to reach customer service – so the company’s customer service resources are all focused on this.  

Joining Evri in joint-first place is Amazon, also scoring 60.7/100 for its easy-to-use and super quick help desk.  

Amazon’s speedy 1 second live chat response time has scored the online retail giant full marks (10/10) in this category, whilst those choosing to use Twitter to contact the courier will be kept waiting for 3 minutes for a response. 

Yodel secures its position in third place for customer service, with a total score of 58.5 out of 100.  

Customers of the Liverpool-based delivery company only need to make 1 click to reach Yodel’s help desk and send 1 message before being connected to another human. The customer service team responded to customers in 1 minute with issues being resolved in 2 minutes.  

Some brands did not fare quite as well as others, with the likes of APC Overnight failing to respond to a customer email for over 72 hours, showing that speedy customer service is not their strong suit. 

By Alison