Evri invests £32m in service enhancements ahead of peak

·       £32m invested in service and operational improvements since 2023.

·       Investment comes as Evri announces plans to reach 1 billion parcels within 5 years.

·       9000 jobs created in Evri’s biggest ever recruitment drive 2,500 more than last year.

Wednesday 27th  November2024: Evri, the UK’s biggest dedicated parcel delivery company has finalised its preparations for another record-breaking peak following a £32 million investment in service enhancements, with further investment intended totalling £57 million by the end of 2025.

Last year Evri  handled over 730 million parcels  with 99% delivered successfully on time. These latest investments in the operation and customer service ahead of the Christmas period will help ensure it continues to deliver this high level of service for retailers and consumers.

The delivery giant expects that  on its busiest it day will handle more than 3.7 million parcels but has capacity to handle up to 4.2 million if needed. Preparations for this began in July when Evri announced it was looking for an additional 9,000 people to join the business, that included 8,000 couriers, its biggest ever courier recruitment drive and, 2,000 workers for across its hubs and depots.

As well as investing in people, Evri has also invested in its infrastructure, relocating three depots in Tyneside, Pen-y-bont and Sheffield. The moves mean that Evri is able to to increase their capacity in those locations by more than 200,000 parcels combined. Sheffield represented a £2.5million investment, with a 132,000 sq ft of space and created 23 new jobs for the area.

 The business has also upgraded 60 of its smaller more localised delivery units as well as introducing new locations to handle increased volumes.

Evri’s out of home network now spans over 16,000 locations including 3200 Post Offices following the partnership last year, its aiming to add another 1200 to this before the end of the 2024. This expansive network means consumers now have more convenience and choice to fit round their busy Christmas schedules when it comes to sending, receiving or retuning their parcels.

Last year Evri announced it had invested £10m in its customer service operation, launching new ways to make contact by phone or online, throughout 2024 the business has continued to invest in this area, listening to customers to continuously improve its service with a customer satisfaction score of 86. Evri has also been awarded more than three million five-star ratings on Trustpilot and customers using Evri’s own app rate them 4.7 out of 5.

Evri also recently announced its partnership with Scope with the aim of being the most accessible delivery company in the UK, starting with a range of doorstep delivery improvements for people living with a condition or impairment.

Evri’s delivery preference enhancements, informed by research conducted with the Research Institute of Disabled Consumers (RiDC), include the ability for disabled consumers to request more time to get to the door and to ring the doorbell instead of knocking. Consumers can add preferences to their account which will apply to every Evri parcel delivery and collection. In addition, Evri is testing a screen reader tool on www.evri.com to make its website accessible and inclusive with features such as colour changes and ADHD support.