Why do all the bigger courier companies have millions of positive reviews on trustpilot...

bigflabbylady

Yet on other review sites their average score is extremely low?

Isn't that evidence of manipulation?

On trustpilot you see most of the bigger ones like evri and inpost with millions of positives. However if you look at other review sites like reviews dot io the reviews are appalling only 1 or 2 stars average.

If the reviews on trustpilot were genuine you would expect a pretty even spread no matter what site right?

Seems to indicate they are all buying bot generated reviews for trustpilot which is the biggest review site, and they don't have bots available for the smaller ones.

goodfella66

Manipulation and competition/promotional discount bribes for positive reviews. 

born_again

Perhaps millions of people like me never have issues?

Our local Evri delivery guy is a absolute star going the extra mile for many of their people they deliver too.

MattMattMattUK

bigflabbylady said:

Yet on other review sites their average score is extremely low?

Isn't that evidence of manipulation?

On trustpilot you see most of the bigger ones like evri and inpost with millions of positives. However if you look at other review sites like reviews dot io the reviews are appalling only 1 or 2 stars average.

If the reviews on trustpilot were genuine you would expect a pretty even spread no matter what site right?

Seems to indicate they are all buying bot generated reviews for trustpilot which is the biggest review site, and they don't have bots available for the smaller ones.

The courier companies move millions of packages every day, they send Trustpilot links to recipients after delivery asking them to rate them, only a small percentage will click on the link but with millions a day that adds up. The couriers do not send links to the smaller sites, so usually only angry people post on those, they seek out every review site they can find and leave a bad review on it when they are having their rant/tantrum.

Couriers deliver a lot of packages daily, millions of them, even though less than 1% have any issues that leads to a lot of people being disgruntled, sometimes those complaints are unreasonable (driver did not call me fifteen minutes before arrival then wait half an hour whilst I got home from lunch with a friend) to perfectly understandable (package arrived ten days late, smashed and with a tyre mark across the crushed box). Many people will rather than complain to the retailer (who has the contract with the courier and is responsible for sorting it) and get it sorted, choose to have an ongoing tantrum with the courier. 

In absolute terms couriers mess up a lot of deliveries,in relative terms they mess up very little. The successful bulk lead to people hitting the 5* button in the email link from Trustpilot, the failed minority go on an internet rampage posting on any site they can find. 

p00hsticks

born_again said:

Perhaps millions of people like me never have issues?

Our local Evri delivery guy is a absolute star going the extra mile for many of their people they deliver too.

Yes, I'd say this too. 
If I get something delivered successfully and get a follow  e-mail to ask 'how did we do' then I'll (sometimes) respond and say that I was happy with the delivery. I think Evri may direct you to their Trustpiliot page to do so. 

Momogeew

born_again said:

Perhaps millions of people like me never have issues?

Our local Evri delivery guy is a absolute star going the extra mile for many of their people they deliver too.

Mine too !
I get feedback requests all the time and i always praise the courier.

Momogeew

bigflabbylady said:

MattMattMattUK said:

bigflabbylady said:

Yet on other review sites their average score is extremely low?

Isn't that evidence of manipulation?

On trustpilot you see most of the bigger ones like evri and inpost with millions of positives. However if you look at other review sites like reviews dot io the reviews are appalling only 1 or 2 stars average.

If the reviews on trustpilot were genuine you would expect a pretty even spread no matter what site right?

Seems to indicate they are all buying bot generated reviews for trustpilot which is the biggest review site, and they don't have bots available for the smaller ones.

The courier companies move millions of packages every day, they send Trustpilot links to recipients after delivery asking them to rate them, only a small percentage will click on the link but with millions a day that adds up. The couriers do not send links to the smaller sites, so usually only angry people post on those, they seek out every review site they can find and leave a bad review on it when they are having their rant/tantrum.

Couriers deliver a lot of packages daily, millions of them, even though less than 1% have any issues that leads to a lot of people being disgruntled, sometimes those complaints are unreasonable (driver did not call me fifteen minutes before arrival then wait half an hour whilst I got home from lunch with a friend) to perfectly understandable (package arrived ten days late, smashed and with a tyre mark across the crushed box). Many people will rather than complain to the retailer (who has the contract with the courier and is responsible for sorting it) and get it sorted, choose to have an ongoing tantrum with the courier. 

In absolute terms couriers mess up a lot of deliveries,in relative terms they mess up very little. The successful bulk lead to people hitting the 5* button in the email link from Trustpilot, the failed minority go on an internet rampage posting on any site they can find. 

Why are you speaking in a derogatory manner about people who have genuine grievances with their service: "tantrum, rant"? Talking like we are lesser to you elite majority who have no problems.

Seems you are the "I'm alright Jack" crowd that if it didn't happen to you then sod the proletariats who have had issues as they 'deserve it' somehow.

Wow, that is definitely not the vibe i got from the person you're replying to.
You are taking a very hostile and defensive stance that's not appropriate.
Service, in any sphere, will always be subjective.

MattMattMattUK

bigflabbylady said:

MattMattMattUK said:

bigflabbylady said:

Yet on other review sites their average score is extremely low?

Isn't that evidence of manipulation?

On trustpilot you see most of the bigger ones like evri and inpost with millions of positives. However if you look at other review sites like reviews dot io the reviews are appalling only 1 or 2 stars average.

If the reviews on trustpilot were genuine you would expect a pretty even spread no matter what site right?

Seems to indicate they are all buying bot generated reviews for trustpilot which is the biggest review site, and they don't have bots available for the smaller ones.

The courier companies move millions of packages every day, they send Trustpilot links to recipients after delivery asking them to rate them, only a small percentage will click on the link but with millions a day that adds up. The couriers do not send links to the smaller sites, so usually only angry people post on those, they seek out every review site they can find and leave a bad review on it when they are having their rant/tantrum.

Couriers deliver a lot of packages daily, millions of them, even though less than 1% have any issues that leads to a lot of people being disgruntled, sometimes those complaints are unreasonable (driver did not call me fifteen minutes before arrival then wait half an hour whilst I got home from lunch with a friend) to perfectly understandable (package arrived ten days late, smashed and with a tyre mark across the crushed box). Many people will rather than complain to the retailer (who has the contract with the courier and is responsible for sorting it) and get it sorted, choose to have an ongoing tantrum with the courier. 

In absolute terms couriers mess up a lot of deliveries,in relative terms they mess up very little. The successful bulk lead to people hitting the 5* button in the email link from Trustpilot, the failed minority go on an internet rampage posting on any site they can find. 

Why are you speaking in a derogatory manner about people who have genuine grievances with their service: "tantrum, rant"? Talking like we are lesser to you elite majority who have no problems.

Seems you are the "I'm alright Jack" crowd that if it didn't happen to you then sod the proletariats who have had issues as they 'deserve it' somehow.

That seems a very odd way to respond to my comments. As we regularly point out on here most of the time when there is a delivery issue it is a retail purchase, the consumer rights legislation means that the onus is on a retailer to resolve the issues and in the case of eBay deliveries (the category you posted in), provided the courier service was purchased via eBay then it is on them to compensate/resolve. 

The reason for the comment about people having tantrums or going on rants is self evident. Those reviews are not measured responses to a situation designed to elicit a positive response, indeed even deciding to post on as many different review sites as they can find with what is almost always a rant is indicative of a tantrum. Now we all understand that there can be issues with deliveries, we all understand that is far from ideal, that it can be inconvenient, but it is rarely "the worst thing that has ever happened to me" nor has a failed courier delivery "ruined my life", "destroyed my children's Christmas" or "been catastrophic". As I pointed out sometimes the reason for a complaint can be genuine, but the reaction is disproportionate, other times many of the complaints are entirely unreasonable in their expectations.

I have courier issues from time to time, I accept they happen and when they do I choose not to let them raise my blood pressure, I choose not to have a tantrum and I choose not to rant about it, I just get the retailer or eBay to sort it, now sure that might take a few days, even sometimes a few weeks but that is far more effective than spending even more of my time posting pointless reviews on multiple sites that have zero impact on anything.

RFW

MattMattMattUK said:

The reason for the comment about people having tantrums or going on rants is self evident. Those reviews are not measured responses to a situation designed to elicit a positive response, indeed even deciding to post on as many different review sites as they can find with what is almost always a rant is indicative of a tantrum. Now we all understand that there can be issues with deliveries, we all understand that is far from ideal, that it can be inconvenient, but it is rarely "the worst thing that has ever happened to me" nor has a failed courier delivery "ruined my life", "destroyed my children's Christmas" or "been catastrophic". As I pointed out sometimes the reason for a complaint can be genuine, but the reaction is disproportionate, other times many of the complaints are entirely unreasonable in their expectations.

I have courier issues from time to time, I accept they happen and when they do I choose not to let them raise my blood pressure, I choose not to have a tantrum and I choose not to rant about it, I just get the retailer or eBay to sort it, now sure that might take a few days, even sometimes a few weeks but that is far more effective than spending even more of my time posting pointless reviews on multiple sites that have zero impact on anything.

I agree. I'd only ever leave a negative review on one of these sites if I knew they were responding and I needed to get to someone who would solve an ongoing problem, even then it would be a last resort.

A lot of the negative reviews will be down to the customer expecting something they can't get. "I had a parcel due for delivery to me in Rotherham, I knew I was going to be away so asked them to send to my villa in Marbella and they just refused." etc.

MyRealNameToo

bigflabbylady said:

Yet on other review sites their average score is extremely low?

Isn't that evidence of manipulation?

On trustpilot you see most of the bigger ones like evri and inpost with millions of positives. However if you look at other review sites like reviews dot io the reviews are appalling only 1 or 2 stars average.

If the reviews on trustpilot were genuine you would expect a pretty even spread no matter what site right?

Seems to indicate they are all buying bot generated reviews for trustpilot which is the biggest review site, and they don't have bots available for the smaller ones.

Looking at Evri, they claim to deliver 900m parcels a year but only have 5m reviews over many years. So a tiny percentage of customers as you'd expect

They have a 78% at full marks so 22% have marked them down which puts them at 35th out of 37 courier firms on the site so nearly the lowest rated one there. 

Have to say that feels about the right order of magnitude, considering people are more likely to mark down than post full marks. Were I not to give them full marks it would generally be for minor issues like not ringing the doorbell but instead putting the parcel in the communal hallway. Hardly a major issue and with a notification a few minutes later via the app very little chance for someone else to take it before I recover it (not that anything has ever been stolen from the hallway as far as I know. 

Parcels that turn up damaged, gets lost in transit etc, at least for us, is tiny and well under 22% - would say well under half that. A scan read of the first page of 1 star reviews are predominately saying that the parcel was left on the door step - whilst many complain it could have rained and/or someone could have stolen it the reality was only 1 actually said it got wet. So agree it's not a great place to leave it but it's not as damaging as people seem to think it is. Most the time things should be judged on what did happen not what could have happened.