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Sorry we missed you

29 July 2021

Sorry we missed you [ 3 mb]

Our latest research looks at the experience of parcel delivery drivers, and how their working conditions contribute to consumer problems with parcel delivery. We find that although many drivers enjoy their jobs they are often highly pressurised with high workloads, and insufficient time allocated to each delivery. These pressures appear to also be negatively impacting consumers, with frequent reports of drivers leaving before they have time to get to the door, or leaving parcels in insecure locations. Stronger consumer protections are needed in the parcels market, as well as action to ensure drivers have realistic workloads and are incentivised to provide good customer service.