Evri

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Evri's key feedback

Delivery Delays

A significant number of users, approximately 40%, report experiencing delays in parcel delivery, with some parcels taking weeks to arrive or being marked as delivered without actually being received. This issue is causing frustration and distrust among customers.

I waited 13 weeks for a parcel, and another was marked as delivered but never arrived.

Poor Customer Service

Around 35% of users express dissatisfaction with Evri's customer service, highlighting the inability to speak to a human representative and the ineffectiveness of automated responses. This lack of support exacerbates customer frustration when issues arise.

You can't speak to an actual person to resolve delivery issues, and automated responses are unhelpful.

Tracking System Issues

Approximately 25% of users report problems with the tracking system, including delays in updates and inaccurate information. This leads to confusion and inconvenience as customers are unable to accurately track their parcels.

The app shows my parcel at the delivery office even after it's been delivered, making tracking unreliable.

Parcel Mismanagement

About 20% of users have experienced issues with parcels being lost, delivered to incorrect addresses, or damaged. This mismanagement results in financial loss and dissatisfaction with the service.

Evri lost my £450 BMW turbocharger and only offered £20 compensation.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

ShipCalm

ShipCalm receives positive feedback for its reliable service and effective customer support. Users appreciate the timely deliveries and the ease of tracking their parcels, making it a preferred choice for many.

#2 RUNNER UP

ParcelTrack

ParcelTrack was once highly regarded for its comprehensive tracking capabilities, but recent feedback indicates significant issues with tracking updates, especially for major carriers like UPS and FedEx. Users express frustration over the app's decline in functionality and lack of developer support.

#3 Straggler

Evri

Evri faces overwhelmingly negative feedback, with users criticizing its unreliable delivery service, poor customer support, and frequent parcel mishandling. Many express frustration over the lack of human interaction in customer service and the app's inconsistent tracking information.

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Nuggets

Major Highlights of the Week

Parcel Misplacement

Parcels are frequently misplaced or lost, with users receiving incorrect delivery updates or no updates at all. This results in significant delays and frustration, as customers are unable to track their parcels accurately.

My £100 order was supposed to be delivered on 08 August, but it was marked as 'delayed' and never arrived.

Ineffective Customer Support

The customer support system is largely automated and unhelpful, leaving users unable to resolve issues or speak to a human representative. This lack of effective communication exacerbates user frustration and dissatisfaction.

I called the helpline and couldn’t get any help as the system is designed to give tracking information and nothing else.

App Functionality Issues

The app frequently experiences technical issues, such as slow loading times and outdated information, which hinder users' ability to track parcels effectively. These issues diminish the app's reliability and user experience.

Since the redesign, this app is hopeless; the tracking takes forever to load.

Delivery Driver Errors

Delivery drivers often fail to follow delivery instructions or deliver to incorrect addresses, leading to lost parcels and increased customer dissatisfaction. This inconsistency in delivery service undermines trust in the brand.

Drivers can’t be bothered to deliver to the right address, and there’s no way to contact them.

Compensation Discrepancies

Compensation for lost or damaged parcels is inadequate, leaving customers feeling undervalued and financially disadvantaged. This issue highlights a need for a more equitable compensation policy.

They lost my £450 BMW turbocharger and only sent me £20 compensation.

Inflexible App Features

The app lacks flexibility in features such as changing delivery preferences or updating account information, forcing users to create new accounts or face delivery issues. This rigidity in app functionality frustrates users and complicates their experience.

You cannot change your account email address; their technical side finds that too difficult.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Parcel Misplacement

Ineffective Customer Support

App Functionality Issues

Delivery Driver Errors

Compensation Discrepancies

Compensation for lost or damaged parcels is inadequate, leaving customers feeling undervalued and financially disadvantaged. This issue highlights a need for a more equitable compensation policy.

Inflexible App Features

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's postcode database is outdated, making it impossible to select preferred neighbors for delivery, and there's no option to edit incorrect addresses.

F074875

The app fails to provide real-time tracking updates, often showing outdated information, and customer service is unresponsive, making it frustrating to resolve delivery issues.

Lost in a book

Evri's customer service is practically non-existent, with lost parcels and missed delivery dates being common issues, making it a stressful experience.

Ketan Lathiya

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app's postcode database is outdated, making it impossible to select preferred neighbors for delivery, and there's no option to edit incorrect addresses.

Candice Wu

App Store

The app fails to provide real-time tracking updates, often showing outdated information, and customer service is unresponsive, making it frustrating to resolve delivery issues.

Kelly Williams

Google Play

Evri's customer service is practically non-existent, with lost parcels and missed delivery dates being common issues, making it a stressful experience.

Koray Okumus

Google Play

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User Experience Report

Report Date

Evri

Top Insights This Week

Delivery Delays

Poor Customer Service

Tracking System Issues

Parcel Mismanagement

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts