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Customer focus fuels Evri’s record year

Customer focus fuels Evri’s record year
Customer focus fuels Evri’s record year
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Evri Limited has announced a 33% increase in adjusted EBITDA, reaching £292 million (US$368 million) in its last financial year. 

This growth follows a £32 million (US$40 million) investment in customer service and operations, which drove record-breaking parcel volumes, outperforming market trends.

Evri’s 5-year mission: Handle one billion parcels annually

Evri has set an ambitious goal to handle one billion parcels annually within five years. This target is supported by: 

  • Growth in parcel volumes from new retail clients.
  • Its SME-focused services.
  • The rise of online marketplaces and social media commerce.
  • International inbound and outbound opportunities.

How did Evri measure up in Ofcom’s report?

In October, Ofcom is the regulator for the communications services and postal industry in the UK. Its annual post monitoring report has put the 2023-2024 period into focus.  

The report showed that performance varied significantly across providers. Amazon and DHL led in customer service satisfaction, while Evri and Yodel scored lower than average despite some improvements.

Evri’s customer service overhaul

In 2024-25, the company expanded its out-of-home pick-up and drop-off locations to over 16,000, including Post Office branches. 

This marks the first time in its 360-year history that the Post Office is offering delivery services beyond Royal Mail, thanks to a landmark partnership with Evri signed in 2023.

Martijn de Lange, CEO at Evri says: “The company’s best-ever year was underpinned by significant investment in our operations and customer service, as well as deepening our relationships with retailers and forging new partnerships,” says de Lange. 

Here’s how the company invested in customer service: 

  • Strategic investment: Over £10 million (US$12.6 million) invested in customer service under the “Answer for Everyone” strategy.
  • Enhanced support tools: Launched a new chatbot and callback feature to provide responses within 24 hours.
  • Boosted satisfaction: Improvements led to a significant rise in consumer satisfaction levels.

Gearing up for growth

Here’s how the company is plans to make investments over the 202-25 period: 

  • Major financial commitment: A £57 million (US$71.9 million) investment planned to meet rising demand and enhance operations.
  • Expanding infrastructure: Increasing capacity at the Barnsley ‘Super Hub’ to handle more parcels efficiently.
  • Technology upgrades: Investing in advanced technology and data analytics to improve tracking and operational planning.
  • Strengthening security: Enhancing cyber security measures to protect operations and customer data.

NOW READ: UK sees first ‘locker on wheels’ by DPD

Photo Credit: Evri (Facebook)

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About the author

Sharl Els

Sharl is a qualified journalist. He has over 10 years’ experience in the media industry, including positions as an editor of a magazine and Business Editor of a daily newspaper. Sharl also has experience in logistics specifically operations, where he worked with global food aid organisations distributing food into Africa. Sharl enjoys writing business stories and human interest pieces.

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