Improving our service

In 2020 we started working with a group of customers to understand their opinions on our business, taking their feedback onboard and inviting them into the operation to show them the reality of delivering 700m parcels a year.

Facilitating the sessions has been Kate Hardcastle, MBE, broadcaster and independent consumer champion. Kate has helped us ensure that the voice of the customer is at the heart of our product and service developments.

The videos below introduce our ambassadors and show the journey they’ve been on. From meeting our Chief Customer Officer to visiting our charity partners. From discussing the environment with our Head of ESG to inputting into our plans to deliver ‘An Answer for Everybody’. Find out more below.

Photo of a woman answering door to courier in blue uniform

What is Delivering Better?

Delivering Better is the name of a series of improvements we’re making across the business, all united by one aim: to give the very best service we can.

Great service is at the heart of Delivering Better – service to our customers, our retail clients, our couriers and our colleagues.

On a wider level, it’s also about how best we can serve the communities we work with and doing the right thing for the environment. Ultimately, it’s about giving everyone involved with Evri, in whatever capacity, the best experience.

How we're Delivering Better

Delivering Better builds on exciting transformations that began across the business when we launched Evri. We identified four core pillars to focus on (community; partnering retailers; tech and innovation; ESG), and we’re continuing to make progress in those areas.

woman sat on sofa with child on lap using  a smartphone

Building on customer feedback

Delivering Better expands on the Customer Ambassador Programme we’ve been running for the past three years.

In 2020 we started working with a group of customers to understand their opinions on our business, taking their feedback onboard and inviting them into the operation to show them the reality of delivering 700m parcels a year.

We’d love you to meet our customer ambassadors.

woman sat at table using laptop with drink and parcels next to her

An Answer For Everybody

The invaluable feedback of our customer ambassadors is a key part of Delivering Better. Not only are we listening, but we’re taking positive action too. 

As part of our An Answer For Everybody scheme, we’re creating more channels for customers to get in touch with us, including launching an interactive voice response phone system and opening phone lines. The ability to speak to a member of our team is the number one concern for customers, and we’re improving this area.

We're TRUSTED by our customers & retailers

We provide delivery services for most of the UK's top retail brands including next, ASOS, BooHoo, Missguided, PrettyLittleThing, John Lewis, Debenhams, eBay and Amazon to name a few.

Woman leaving a Post Office ParcelShop