Measuring User Experience of Parcel Delivery

This report presents the findings of a study conducted to measure user experience regarding parcel delivery to residential addresses in the UK. The research was carried out over six waves between 2023 and 2025, involving an online survey completed by 4,058 participants aged 16 and older. The primary objective was to understand the experiences of recipients when receiving parcels, including service quality, satisfaction levels, and issues faced. Key findings indicate that 68% of respondents reported experiencing delivery issues, with common problems including delays and improper delivery locations. The report also highlights that individuals with disabilities reported more issues and dissatisfaction compared to those without such conditions. Overall satisfaction with delivery services remained consistent at 78%, with respondents expressing a desire for improvements in tracking information and delivery instructions. The report further analyzes delivery issues by region and compares experiences in urban and rural areas, providing a comprehensive view of the current state of parcel delivery services.