InPost UK

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 InPost UK's key feedback

Parcel Loss Issues

A significant number of users report parcels being lost or not delivered, with customer service providing little to no assistance in resolving these issues. Approximately 15% of users seem to be affected by this problem.

I sent several items, but only a few were delivered, and customer service was unhelpful.

Customer Service Frustrations

Users express dissatisfaction with the customer service experience, citing difficulty in reaching support and receiving inadequate help when issues arise. This affects around 10% of users.

It's almost impossible to get customer service, and when you do, they aren't much help.

Locker Functionality Problems

Some users experience issues with locker functionality, such as lockers not registering parcels or being out of power, which affects their ability to send or receive parcels. This issue impacts about 8% of users.

A defective locker didn't register my parcel, and now it's lost with no compensation.

App Usability Concerns

A portion of users find the app lacking in functionality, such as errors when selecting parcel sizes or issues with scanning barcodes, affecting their overall experience. Approximately 7% of users encounter these problems.

The app has errors when trying to send a parcel, and I can't choose the parcel size.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

InPost UK

InPost UK receives mixed feedback. Many users praise its convenience, ease of use, and innovative features like remote locker opening. However, some users report issues with customer service, delivery delays, and app functionality.

#2 RUNNER UP

CollectPlus

CollectPlus generally receives positive feedback for its reliable service and ease of use. Users appreciate the convenience of its drop-off and collection points, although some mention occasional delays and customer service challenges.

#3 Straggler

Evri

Evri receives predominantly negative feedback, with users frequently reporting lost parcels, delivery delays, and poor customer service. Many express frustration with the app's functionality and the difficulty in resolving issues.

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Nuggets

Major Highlights of the Week

Locker Location Confusion

Users are unaware of changes in locker locations, leading to failed parcel retrievals due to incorrect codes. This issue highlights a gap in communication regarding locker updates.

I couldn't retrieve my parcels because the codes didn't work at the usual lockers.

Customer Service Ineffectiveness

There is a significant dissatisfaction with customer service, particularly in resolving issues related to lost parcels. This indicates a need for improved support processes and accountability.

It's almost impossible to get customer service, and they offer little help when contacted.

Locker Power Issues

Lockers without power remain non-functional for extended periods, and customer service is unaware of these outages. This suggests a lack of real-time monitoring and communication between technical and support teams.

The locker was not working for several days, and customer service had no clue about it.

App Functionality Gaps

The app lacks basic functionality such as scanning packages or QR codes at lockers, despite the lockers indicating this feature is available. This discrepancy points to a misalignment between app capabilities and user expectations.

The app lacks basic functionality to scan a package or QR code at the locker.

Parcel Loss and Damage

Frequent reports of lost or damaged parcels suggest systemic issues in handling and tracking. This raises concerns about the reliability and security of the parcel delivery process.

Two parcels were lost in a row, and customer service provided no information.

Delayed Deliveries

Extended delivery times are causing frustration, with some users resorting to alternative services. This indicates a need for process optimization to meet delivery time expectations.

It took over 30 days for a parcel to reach the receiver, and it was eventually sent back.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Locker Location Confusion

Users are unaware of changes in locker locations, leading to failed parcel retrievals due to incorrect codes. This issue highlights a gap in communication regarding locker updates.

Customer Service Ineffectiveness

There is a significant dissatisfaction with customer service, particularly in resolving issues related to lost parcels. This indicates a need for improved support processes and accountability.

Locker Power Issues

App Functionality Gaps

Parcel Loss and Damage

Frequent reports of lost or damaged parcels suggest systemic issues in handling and tracking. This raises concerns about the reliability and security of the parcel delivery process.

Delayed Deliveries

Extended delivery times are causing frustration, with some users resorting to alternative services. This indicates a need for process optimization to meet delivery time expectations.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is simple and does the job, but lacks basic functionality to scan a package or QR code at the InPost locker to track items, even though the locker itself says you can do it.

Mutl3y_UK

I sent some items to Coventry some months ago, out of 7 items only 2 were delivered. It's almost impossible to get customer service and after you get hold of them there’s not much help.

Abz#wishno

The app is awful, no text alerts and no notifications.

wazxftgbjok

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is simple and does the job, but lacks basic functionality to scan a package or QR code at the InPost locker to track items, even though the locker itself says you can do it.

Candice Wu

App Store

I sent some items to Coventry some months ago, out of 7 items only 2 were delivered. It's almost impossible to get customer service and after you get hold of them there’s not much help.

Kelly Williams

Google Play

The app is awful, no text alerts and no notifications.

Koray Okumus

Google Play

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User Experience Report

Report Date

InPost UK

Top Insights This Week

Parcel Loss Issues

Customer Service Frustrations

Locker Functionality Problems

App Usability Concerns

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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