Evri has admitted that it has “earned” its poor reputation for customer service, but claims it is turning things around.
The parcel delivery firm was forced to apologise last Christmas after people complained of delays or not receiving their packages at all.
Evri is also consistently ranked near or at the bottom of customer satisfaction league tables.
Evri is also consistently ranked near or at the bottom of customer satisfaction league tables.
Evri’s chief customer officer, Chris Ashworth, told BBC Breakfast: “We’ve obviously earned that reputation and we’ve got to work hard to turn it around.”
The company expects to deliver around 90 million parcels over this year’s festive period, up from 84 million last year when it was beset by problems.
“Last year was an unprecedented situation,” said Mr Ashworth. “The Royal Mail strike was announced eight weeks before Christmas.
“It takes 12 to 18 months meticulous planning to step-up an operation like this and double in time for Christmas. Mistakes were made.”
Since then, he said that Evri had taken on 6,500 extra staff with the majority concentrating on the final mile of delivering parcels.
Evri has admitted that it has “earned” its poor reputation for customer service, but claims it is turning things around.
Evri is also consistently ranked near or at the bottom of customer satisfaction league tables.
The parcel delivery firm was forced to apologise last Christmas after people complained of delays or not receiving their packages at all.
Evri’s chief customer officer, Chris Ashworth, told BBC Breakfast: “We’ve obviously earned that reputation and we’ve got to work hard to turn it around.”
Evri is also consistently ranked near or at the bottom of customer satisfaction league tables.
Evri is also consistently ranked near or at the bottom of customer satisfaction league tables.
Evri’s chief customer officer, Chris Ashworth, told BBC Breakfast: “We’ve obviously earned that reputation and we’ve got to work hard to turn it around.”
The company expects to deliver around 90 million parcels over this year’s festive period, up from 84 million last year when it was beset by problems.
“Last year was an unprecedented situation,” said Mr Ashworth. “The Royal Mail strike was announced eight weeks before Christmas.
“It takes 12 to 18 months meticulous planning to step-up an operation like this and double in time for Christmas. Mistakes were made.”
Since then, he said that Evri had taken on 6,500 extra staff with the majority concentrating on the final mile of delivering parcels.
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