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The BBC Panorama investigation into the delivery company Evri highlights significant customer service and working conditions issues. Key points from the investigation include:
– Customers like Becky and her neighbour Jonathan received delivery notifications and photos of parcels supposedly delivered, but the parcels never actually arrived. This kind of problem appears widespread in their area of Twyford, Hampshire.
– Ofcom’s recent survey of the 11 biggest UK delivery firms ranked Evri as having the most delivery issues and highest customer dissatisfaction, while Amazon and FedEx topped customer satisfaction.
– Panorama’s undercover investigation revealed that:
– Couriers feel pressured to deliver a high volume of parcels quickly, sometimes leading them to cut corners.
– Some couriers claim pay rates have dropped so low that they can earn below the national minimum wage after expenses.
– Evri introduced a new “small packets” pay rate, which is lower and sometimes results in couriers being paid less, even for larger items misclassified as small packets.
– Dave, a former Evri courier who earned around £60,000 a year with his wife, left after pay rate changes reduced his effective hourly rate below minimum wage. Other couriers reported earning as little as £7-8 per hour after expenses.
– Evri’s legal director assured parliament earlier that couriers earn “well above national minimum wage,” but MPs, including Liam Byrne, chair of the Business and Trade Committee, are calling for further investigation because of escalating complaints.
– Evri spokesperson defended the company, stating couriers generate earnings “significantly above the National Living Wage,” with average earnings exceeding £20 per hour, and pay benchmarks aligned locally.
– Overall, employees’ testimonies and Panorama’s investigation suggest a disconnect between Evri’s official statements and courier experiences, contributing to customer delivery failures and dissatisfaction.
This Panorama report sheds light on serious challenges faced by one of the UK’s leading parcel delivery firms regarding worker pay and service reliability during a busy period such as Christmas
Read the full article from The BBC here: Read More
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