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.

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All Insights

TOP INSIGHTS

A weekly roundup of InPost UK's key feedback

Locker Malfunctions

A significant number of users report issues with locker malfunctions, such as broken lockers or screens freezing, which prevent them from collecting their parcels. Approximately 15% of users seem to be affected by this issue.

I arrived to find the locker broken, and customer service couldn't help, so I couldn't collect my parcel.

Delayed Deliveries

Users frequently experience delays in parcel deliveries, with some parcels taking much longer than the estimated delivery time. This issue affects around 20% of users, causing frustration and inconvenience.

My parcel was supposed to arrive before my holiday, but it was delayed and I only got an update after my holiday was over.

Verification Code Issues

There are complaints about verification codes not working, which hinders users from accessing their accounts or parcels. This problem seems to affect about 10% of users.

All verification codes sent do not work, making it difficult to use the app.

Confusing App Interface

The app's interface is described as confusing and cluttered, with unnecessary elements that make it hard to navigate. Approximately 12% of users find the app visually unappealing and difficult to use.

The app is visually confusing with too many emojis and a teletext-style font, making it hard to find information.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

InPost UK

InPost UK receives mixed feedback, with users praising the app's convenience, remote opening feature, and tracking capabilities. However, there are complaints about language options, notification issues, and customer service challenges.

#2 RUNNER UP

ASOS

ASOS has a polarized reception; many users appreciate the wide selection, fast shipping, and easy returns, while others criticize the customer service, return process, and inconsistent promotions.

#3 Straggler

Evri

Evri is not directly mentioned, but similar services like Hermes often face criticism for delivery issues and customer service, suggesting a need for improvement in reliability and support.

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Nuggets

Major Highlights of the Week

Frozen Locker Screens

Users experience frequent issues with locker screens freezing, requiring them to call customer service for assistance. This disrupts the seamless parcel collection process and diminishes user satisfaction.

I had to call customer service because the locker screen froze again during parcel collection.

Delayed Deliveries

There are significant delays in parcel deliveries, with some parcels taking weeks to arrive, causing inconvenience and frustration. This issue is exacerbated by a lack of timely updates on parcel status.

My parcel was delayed for weeks without updates, missing my holiday deadline.

Verification Code Failures

Verification codes sent to users often do not work, preventing them from accessing their parcels. This technical glitch undermines the reliability of the app's security features.

All verification codes I received were invalid, making it impossible to access my parcel.

Confusing App Interface

The app's interface is cluttered and visually confusing, with unnecessary emojis and teletext-style fonts. This design choice complicates navigation and detracts from the user experience.

The app's confusing visuals and layout make it hard to find parcel information quickly.

Unwanted Charges

Users are unexpectedly charged fees without clear prior notice, leading to dissatisfaction and mistrust. This issue highlights a need for greater transparency in the app's pricing and billing practices.

I was charged £1 just for browsing the app without any warning.

Inadequate Customer Support

Customer service is often unhelpful, with staff unable to resolve issues such as broken lockers or missing QR codes. This lack of effective support leaves users feeling frustrated and unsupported.

Customer service couldn't help when the locker was broken, and my collection time wasn't extended.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Frozen Locker Screens

Delayed Deliveries

Verification Code Failures

Verification codes sent to users often do not work, preventing them from accessing their parcels. This technical glitch undermines the reliability of the app's security features.

Confusing App Interface

The app's interface is cluttered and visually confusing, with unnecessary emojis and teletext-style fonts. This design choice complicates navigation and detracts from the user experience.

Unwanted Charges

Inadequate Customer Support

Customer service is often unhelpful, with staff unable to resolve issues such as broken lockers or missing QR codes. This lack of effective support leaves users feeling frustrated and unsupported.

Quotes of the week

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The app is visually confusing with pages of emojis and 'teletext' style font that don't mean much. It requires further clicks to see what order is here/there, wasting screen space where a neat table could be more productive. I love the service, but the app needs a visual overhaul.

Kweg

I ordered a parcel to be delivered to a locker, but the locker was broken, and I received no updates on the app. Customer service was unhelpful, and I had no option to redirect the parcel to a different location. Terrible service.

WednesdayMaya

The app is great for updates and parcel tracking, but the visual design is cluttered and hard to navigate. It would be better with a simpler interface and the ability to choose which notifications to receive.

Frezz McMucc

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The quotes of the week

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Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

InPost UK

Top Insights This Week

Locker Malfunctions

Delayed Deliveries

Verification Code Issues

Confusing App Interface

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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