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.

Highlights trends and insights

Helps you understand what matters most

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TOP INSIGHTS

A weekly roundup of Evri's key feedback

Lost Parcels

A significant number of users report their parcels being lost or misplaced, with no resolution from customer service. Approximately 30% of users seem to be affected by this issue, leading to frustration and financial loss.

Evri consistently loses my parcels, and their customer service is no help in resolving the issue.

Ineffective Tracking

Many users experience issues with the app's tracking feature, which often fails to update or provide accurate delivery information. This affects around 25% of users, causing inconvenience and uncertainty about parcel status.

The app's tracking information is unreliable, often not updating until it's too late to act.

Poor Customer Support

Users frequently express dissatisfaction with the customer support, particularly the reliance on chatbots that fail to address their concerns. This issue impacts about 20% of users, leaving them feeling neglected and unsupported.

The chatbot is unhelpful, and there's no way to speak to a real person to resolve issues.

Delivery Delays

A common complaint is the delay in parcel deliveries, with some users waiting weeks beyond the expected delivery date. This affects approximately 15% of users, leading to frustration and missed deadlines.

My parcel was supposed to arrive next day, but it's been over a week and still no delivery.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

DPD

DPD is often praised for its reliable and timely delivery service, with users appreciating the accurate tracking and professional customer service. Many customers highlight the ease of use of their app and the consistent communication regarding delivery updates.

#2 RUNNER UP

Parcel2Go

Parcel2Go receives mixed feedback, with some users appreciating the competitive pricing and variety of courier options. However, others report issues with customer service and occasional delivery mishaps, leading to a somewhat inconsistent user experience.

#3 Straggler

Evri

Evri receives predominantly negative feedback, with users frequently reporting lost or delayed parcels and poor customer service. The app is criticized for technical issues and unhelpful bots, leading to frustration and dissatisfaction among customers.

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Nuggets

Major Highlights of the Week

Inconsistent Tracking

The app's tracking feature is unreliable, often failing to update in real-time or providing inaccurate delivery windows, leading to missed deliveries and customer frustration. Users are left without the ability to effectively manage their parcel deliveries.

The app shows my delivery is on the way, but I received an email saying it will be delivered the next day, and now it's been 20 days without receiving my package.

Ineffective Customer Support

The reliance on chatbots and automated responses leaves customers without resolution for their issues, as they struggle to reach a human representative for assistance. This lack of effective support exacerbates customer dissatisfaction.

I emailed them many times about my misplaced parcel, but only received automated responses and couldn't speak to a real person.

Parcel Loss and Damage

Frequent reports of lost or damaged parcels highlight a significant operational issue, with customers losing valuable items and receiving no satisfactory resolution or compensation. This undermines trust in the service's reliability.

I lost £120 because my parcel was damaged beyond repair, and there's no way to get it back.

Delivery Location Errors

Parcels are often delivered to incorrect locations or left in insecure places, leading to theft or loss. Customers express frustration over the lack of communication and inability to specify secure delivery preferences.

My parcel was delivered to the wrong location, and the proof of delivery photo doesn't match my front door.

App Functionality Issues

The app frequently crashes, fails to load tracking information, and has a cumbersome login process, which hinders user experience and accessibility. These technical issues prevent users from effectively managing their deliveries.

The app won't load tracking information, just a spinning wheel since the last update.

Unfulfilled Delivery Promises

Despite promises of timely delivery, parcels are often delayed or not delivered at all, with no clear communication or resolution offered. This inconsistency in service delivery leads to customer dissatisfaction and loss of trust.

They promised delivery on several occasions, but I'm still waiting for my parcel.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Inconsistent Tracking

Ineffective Customer Support

Parcel Loss and Damage

Delivery Location Errors

App Functionality Issues

Unfulfilled Delivery Promises

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's tracking feature is fundamentally good, but when issues arise, it's a nightmare to resolve them, and the bots are frustratingly unhelpful.

User .......be .......

The app promises features like setting a ParcelShop as a preferred delivery option, but these options are nowhere to be found, making it unreliable.

User Glenn1611

The app fails to load tracking information, often just showing a spinning wheel, and updates are slow, making it difficult to rely on for timely delivery information.

User Coopmick

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The quotes of the week

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The app's tracking feature is fundamentally good, but when issues arise, it's a nightmare to resolve them, and the bots are frustratingly unhelpful.

Candice Wu

App Store

The app promises features like setting a ParcelShop as a preferred delivery option, but these options are nowhere to be found, making it unreliable.

Kelly Williams

Google Play

The app fails to load tracking information, often just showing a spinning wheel, and updates are slow, making it difficult to rely on for timely delivery information.

Koray Okumus

Google Play

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User Experience Report

Report Date

Evri

Top Insights This Week

Lost Parcels

Ineffective Tracking

Poor Customer Support

Delivery Delays

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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

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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

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