Ofcom: Parcel satisfaction falls for the first time in three years as delivery problems rise
In the annual survey by Ofcom (Office of Communications), the independent regulator for broadcasting, telecommunications, and postal services in the UK, overall satisfaction fell from 78% to 75%, and 71% of parcel recipients had a delivery problem in the past six months. Among disabled consumers and people with limiting conditions, 76% reported difficulties with delivery, compared with 68% of those without.
What's happening
According to Customer Service Manager Magazine, satisfaction with parcel delivery fell for the first time in three years in Ofcom's annual survey as delivery problems became more widespread. Overall satisfaction slipped to 75% from 78%, where it had held since 2023; 71% of parcel recipients had a problem in the previous six months, up from 68% a year earlier. Ofcom said it is considering whether tighter rules are needed and will provide an update in December.
Whose desk it lands on
The head of delivery operations. Are our customers complaining most about delays, or about parcels left in the wrong place?
Our view
The CX Brief's interpretation, not a claim made by the source.
The decline Ofcom measured is not only in delivery but also in how customers are treated once something goes wrong. Across all operators, satisfaction among customers who contacted their parcel company fell from 47% to 43%; at Evri (the UK's largest independent parcel and package delivery company, operating nationwide), satisfaction with the contact experience stands at 26%. Customers are running into problems more often and finding it harder to reach anyone who will hear them out. How are things on your side? Have delivery problems and complaints increased?
Source
Source:Ofcom
Reported by: Customer Service Manager Magazine·October 27, 2026
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