Press Centre

Press releases | January 30th 2018

CollectPlus achieves highest customer satisfaction accolade

YouGov’s BrandIndex Satisfaction survey rates CollectPlus no.1 in the UK parcel industry after 400,000 new customers use the service for the first time in 2017.

CollectPlus, the UK’s largest independent store-based delivery and returns service, has been ranked no.1 in YouGov’s BrandIndex Satisfaction survey. The survey of 52,470 consumers from across the UK measures customers’ delivery experience satisfaction with brands in the sector. CollectPlus ranked top of the table in the 52 weeks up to 31st December 2017.

Over 400,000 new customers started to use CollectPlus during 2017, demonstrating the increasing popularity of the service amongst consumers. Meanwhile, during the busy Peak period of October to December 2017, CollectPlus experienced 13% YoY growth in customers using the Click and Collect service to pick up their online shopping at a time that suited their schedules.

The CollectPlus network recently exceeded 7,000 stores across the UK, and the brand works with over 350 of the UK’s favourite high street and online retailers including John Lewis, New Look and ASOS. CollectPlus customers enjoy greater flexibility to collect, return and send parcels at the most convenient time for them, reflected in their consistent TrustPilot score of 9.2 out of ten from over 200,000 reviews.

Commenting on CollectPlus’ YouGov customer satisfaction score and performance over Peak, Neil Ashworth, CEO at CollectPlus and CCO at Yodel, said: “We are proud to have the UK’s most satisfied customers within the parcel sector, especially given the competitive nature of the industry. We pride ourselves on delivering freedom and convenience, not just parcels, so it is testament to our brand that our customers are so happy with their experiences.

In the run up to Christmas, customers from across the UK relied on the convenience of our Click and Collect service to pick up their shopping around busy schedules. We will continue to put our customers at the heart of everything we do to ensure we maintain our no.1 rank for satisfaction in the parcel sector in 2018.”



For further information, please contact the CollectPlus team at the Red Consultancy:


Tel: 0207 025 6679

CollectPlus scores 9.2/10 on TrustPilot, with 84% of customers giving CollectPlus 5/5 stars (as of 06.11.17).


About the research:

YouGov’ research found CollectPlus top of the table on the BrandIndex Satisfaction measure when analysing the data collected in the 52 weeks up to the 31st August 2017. All data was collected using an online survey and respondents are members of the YouGov panel. The 52,470 strong research sample of customers from the parcel sector for this study was surveyed and weighted to a UK nationally representative 18+ adult profile. The Satisfaction metric measures a customer’s satisfaction of their recent experience with the brand.



Drop and Collect Limited trading as CollectPlus is the UK’s largest independent store-based parcel delivery and returns service. It offers a simple and convenient way for people to collect online purchases from or return unwanted items to more than 350 high street and online retailers, including John Lewis, New Look and ASOS – all at their local convenience store.

It is also possible to send parcels to any UK address from a CollectPlus store, making it a convenient option for those who sell products via online marketplaces such as eBay, as well as acting as a cheaper and convenient alternative parcel service for sending packages to friends and family.

Founded in 2009, CollectPlus was the first business to offer third party Click & Collect in the UK and now has a network of over 7,000 conveniently located parcel stores across the UK, nearly all of which are open early ‘til late seven days a week. 90% of the UK’s urban population live within a mile of a CollectPlus point and 89% within five miles in rural areas.

CollectPlus now handles in excess of 400,000 parcels a week and in September 2017 handled its 100 millionth parcel. Drop and Collect Limited trading as CollectPlus is a wholly owned subsidiary of independent parcel carrier, Yodel.



UK independent parcel carrier Yodel handles over 145 million parcels every year and has a relationship with 85 per cent of the UK’s top retailers. The company is headquartered in Hatfield and has over 60 locations across the UK, including three central sorts and over 50 service centres.

Yodel offers a range of services to meet the needs of its clients and their customers. Through Arrow XL, Yodel can also offer a two-man service for white goods and large items up to 120kg.

January 30th 2018 - by @CollectPlus