DPD

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of DPD's key feedback

Driver No-Show

A significant number of users, approximately 30%, report that drivers falsely claim delivery attempts were made when they were not. This results in missed deliveries and frustration as users are often home waiting for their parcels.

The driver claimed to have attempted delivery, but I was home all day and no one came.

Ineffective Customer Support

Around 25% of users express dissatisfaction with the app's customer support, particularly the AI chatbot, which often loops without resolving issues, and the lack of human contact options.

The AI chatbot is frustrating and doesn't connect me to a real person to solve my delivery issue.

Address Database Issues

Approximately 15% of users face problems with outdated address databases, preventing them from entering or updating their correct delivery addresses, leading to delivery errors.

The app uses an outdated address database, and I can't manually update my new address.

Notification Failures

About 10% of users report not receiving timely delivery notifications, which affects their ability to plan for parcel arrivals and leads to missed deliveries.

I no longer receive delivery notifications, making it hard to know when my parcel will arrive.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

UPS Mobile

UPS Mobile receives positive feedback for its reliability and user-friendly interface, with users appreciating the ease of tracking and managing deliveries. However, some users have noted occasional issues with delivery updates and customer service responsiveness.

#2 RUNNER UP

Hermes

Hermes is praised for its affordability and wide network of delivery options, but users frequently report issues with delivery accuracy and customer service. Many customers express frustration with missed deliveries and difficulty in resolving issues.

#3 Straggler

DPD

DPD receives mixed feedback, with users appreciating the app's functionality and delivery options but expressing dissatisfaction with delivery execution and customer service. Common complaints include drivers not following instructions, inaccurate delivery notifications, and unhelpful customer support.

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Nuggets

Major Highlights of the Week

Address Database Issues

The app uses an outdated Royal Mail address database, preventing users from entering updated or new addresses, and lacks a manual edit feature. This results in delivery errors and user frustration.

The app only finds my old address and doesn't allow manual edits, causing delivery issues.

Driver Miscommunication

Delivery instructions, including detailed directions and What3Words locations, are not being communicated to drivers, leading to missed deliveries and incorrect delivery attempts. This disconnect undermines the app's functionality and user trust.

Despite detailed instructions in the app, drivers miss my address and mark deliveries as attempted.

Ineffective AI Chatbot

The AI chatbot fails to resolve user queries, often looping without providing solutions or connecting to human support, leading to user dissatisfaction and unresolved issues.

The chatbot loops endlessly without resolving my issue or connecting me to a human.

Driver Accountability

Drivers falsely report delivery attempts, claiming customers were unavailable when they were present, which erodes trust and satisfaction with the service.

The driver claimed I wasn't home, but I was there all day and have proof.

Notification Failures

Users are not receiving timely delivery notifications, or receive excessive notifications, disrupting their ability to plan for parcel arrivals effectively.

I didn't get notified of my delivery window, despite paying extra for a specific delivery day.

App Navigation Issues

The app's navigation is cumbersome, with oversized text and poor layout on mobile devices, making it difficult for users to interact with the app effectively.

The app's text is too large on my phone, making it impossible to navigate.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Address Database Issues

The app uses an outdated Royal Mail address database, preventing users from entering updated or new addresses, and lacks a manual edit feature. This results in delivery errors and user frustration.

Driver Miscommunication

Ineffective AI Chatbot

The AI chatbot fails to resolve user queries, often looping without providing solutions or connecting to human support, leading to user dissatisfaction and unresolved issues.

Driver Accountability

Drivers falsely report delivery attempts, claiming customers were unavailable when they were present, which erodes trust and satisfaction with the service.

Notification Failures

Users are not receiving timely delivery notifications, or receive excessive notifications, disrupting their ability to plan for parcel arrivals effectively.

App Navigation Issues

The app's navigation is cumbersome, with oversized text and poor layout on mobile devices, making it difficult for users to interact with the app effectively.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is great in terms of functionality, but what’s the point if the drivers don’t use the information to find the address? I’ve had detailed instructions, what3words, photo of the property, map link etc in the app for years - but have just had yet another notification of a delivery attempt that didn’t actually happen.

Ade_J

The bot doesn’t understand queries and simply goes around in endless loops. No facility to contact a human being. Probably the most frustrating experience I’ve had in a long time.

shaunthemortgageman

Your app is using an out of date Royal Mail address database, we have formerly changed the name of our property with Royal Mail but your app only finds the old address and there is no way to manually edit it.

Kaytutt

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

The bot doesn’t understand queries and simply goes around in endless loops. No facility to contact a human being. Probably the most frustrating experience I’ve had in a long time.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

DPD

Top Insights This Week

Driver No-Show

Ineffective Customer Support

Address Database Issues

Notification Failures

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts