We reveal the best delivery firm - and the worstWhich? calls for good delivery service, every time

21 October 2014

Delivery van

Our survey shows a big difference between the best and worst delivery companies

We asked Which? members to rate the couriers used by online shops, and DPD was ahead of the pack. Plus learn about our new campaign to stamp out dodgy deliveries.

The best delivery company is DPD with an impressive customer score of 83%, according to our latest online shops survey.

One member said: ‘It’s easy - especially when they use DPD to deliver the goods’.  Another praised Amazon saying: ‘Prompt delivery, either by postman or DPD, and the latter gives one-hour time slots for delivery’.

City Link comes bottom of the table, only scoring 61%. Yodel followed with 67%. As Yodel was more commonly used by readers, we received more comments about it, such as: 'A disastrously poor service when Yodel used to deliver: it failed to deliver and I had to drive to the depot to collect - where they couldn't find the item at first!' 

Our online shops survey also revealed the best and worst online shops. You can use our results to find out which shops are recommended by our members - click to see all 99 best and worst online shops

The best and worst delivery companies

Here are the full results of our delivery companies survey. The customer score is a combination of satisfaction and likelihood to recommend to a friend; the sample size is in brackets: 

  • 83% - DPD (294)  
  • 80% - Private courier/Local independent courier (414)
  • 78% - Hermes/MyHermes (646)  
  • 78% - UPS (82)
  • 77% - Royal Mail (126)  
  • 75% - Parcelforce (271)  
  • 70% - FedEx (37)  
  • 67% - Yodel (434)
  • 61% - City Link (107)  

If you have a problem with an online delivery - whether your order has been damaged after being chucked over your fence,  is late or didn't turn up at all - check out your rights on our delivery rights guide.

Problems with online shopping deliveries

We want online shops to do more to ensure they’re first class, first time

A quarter of you have had a problem with online shopping deliveries in the past 12 months, most commonly that the delivery was late. Wrong items, damaged goods and substituted items also featured on the list.

We don’t think this type of service is good enough, which is why we want online shops to do more to ensure that deliveries are first class, first time. That means specific time slots for deliveries on a named day, an update on the day of delivery about delivery time, and asking customers what to do if the delivery is unsuccessful. 

Help us stamp out dodgy deliveries by signing our petition and sharing your examples of problem deliveries.

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