Ofcom reports a decline in parcel firm customer satisfaction as it weighs tougher rules

Overall customer satisfaction with parcel delivery in the UK has fallen for the first time in three years, according to Ofcom‘s fourth annual survey, and the regulator is considering further consumer protections.

Average satisfaction stood at 75%, down from 78%, where it had held since 2023. Ofcom said scores ranged from 64% to 84% depending on the parcel company.

Amazon and FedEx again topped the rankings for satisfaction among customers who contacted them, each scoring an average of 56% across all elements of the contact process.

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