The UK communications regulator Ofcom has called on parcel delivery companies to enhance their customer service standards, warning that additional regulatory measures may be introduced to protect consumers. This follows a decline in customer satisfaction with parcel services observed in 2026, according to Ofcom's latest annual survey.
The regulator reported that average customer satisfaction across the sector fell to 75% in 2026, down from a consistent level of approximately 78% between 2023 and 2025. This marks a notable shift despite previously stable satisfaction rates over several years.
Ofcom’s research highlighted Evri and Yodel as having the lowest customer satisfaction ratings for the fourth consecutive year. The findings reflect ongoing challenges for some operators in meeting customer expectations around reliability, communication, and service quality.
The regulator emphasized the importance of maintaining high service standards as parcel delivery remains a critical aspect of consumer experience in the evolving retail landscape. It signaled that if improvements are not made promptly, it may consider imposing stricter rules on postal firms to ensure better consumer protection.
Customer service issues within the parcel industry have drawn increased scrutiny amid rising parcel volumes and growing dependence on online shopping. Ofcom’s survey serves as a benchmark measurement, informing regulatory decisions and encouraging companies to invest in enhancing service performance.
Industry stakeholders are expected to respond to Ofcom’s warnings by addressing operational weaknesses and exploring innovations to improve delivery reliability and customer communications. The regulator will continue monitoring satisfaction levels to assess whether further intervention becomes necessary.