The following email was sent to all couriers on Jan 17th 2024.
Dear (courier_name),
I would like to start by wishing you a Happy New Year and to say thank you for your hard work during the peak period. Together we achieved a consistently high service that is reflected in our highest ever Customer Satisfaction scores. Everyone at Evri, in particular our service providers, should be extremely proud of this achievement and how this success will drive future growth which we will all benefit from.
In this communication, you’ll find out how we intend to offer more opportunities to supplement your earnings, gain quicker access to pay, speed up your working day and learn more about your performance.
Looking back at 2023, Evri continued to see an increase in parcel volumes on top of the rapid expansion we experienced during the coronavirus pandemic. In 2023 we experienced double digit growth in parcels through the Evri network. This volume growth saw Evri invest to expand the Delivery Unit estate where we opened more than 50 new Delivery Units and upgraded/expanded a further 130. This was to ensure we can continue to feed the growing number of parcels into the courier network as early as possible each day while minimising travel distance for each courier. We also created 5,000 more jobs with many new Couriers experiencing their first and very successful peak.
As we look ahead to 2024, we are planning for double digit growth in parcel volumes. To help couriers to meet this increasing demand for delivery services, we will be making a multi-million pound investment in the technology which our couriers use every day as well as new solutions to increase satisfaction of our Customers and Couriers alike.
As parcel volumes have grown, deliveries are increasingly more tightly spaced together and rounds have typically become even smaller. This has led to a significant increase in courier productivity. Couriers providing services to Evri now deliver 25% more parcels per hour than in 2019 and courier earnings have increased by more than 30% in the same time period.
The growth of Evri over the past 5 years has been a remarkable journey, and we are proud that we have been able to achieve new highs while continuing to offer the flexibility needed to satisfy so many new and established Couriers. We are equally proud of the Courier benefits offering and remain committed to growing this through our SE+ proposition and continuing the share the rewards of our volume growth with all our couriers in their earnings.
We operate in a very competitive environment so to ensure we build on the success of Peak 2023, I want to highlight a few of the many development goals we have set ourselves for the year ahead:
Streamline the working day – We are developing tools which will help you to receipt scan and load your vehicle more quickly in the morning. You will also be able to plan your route before you arrive at the Delivery Unit using more intelligent route planning software, and the Delivery App screens will be simplified to reduce the time it takes you to navigate and deliver parcels compliantly.
Provide quicker access to pay – We are going to provide you with more timely visibility of your deliveries and earnings, as well as the ability to access your earnings when it suits you instead of waiting for pay day.
Share insights into your delivery performance – We are going to share additional data, including customer feedback comments, so that you can better understand how you are performing. This will help you to provide a high-quality service on every delivery and maximise your earnings through performance related bonus payments and through locally increasing volumes; by delighting customers you will secure repeat business and more parcel payments in your local round.
As requested – A further opportunity to add to your earnings…
Finally, we can inform you about new opportunities to boost your earnings through providing cover services in your local area. From Saturday 27th January, the restrictions on cover will be lifted so that you can provide cover on more rounds to add to your earnings – every courier can consider providing extra services to every round in your Delivery Unit. This is regardless of the rate which you may have negotiated specifically for a round which you service on a regular basis. All cover will be paid at a rate that is specific to the round being covered, which will be the same for all couriers to ensure consistency and fairness for all couriers within a Delivery Unit.What if I provide cover on a round which is paid at a higher rate than my personal courier rate?
This will be because the round being covered is more challenging and takes more time than your round(s). You will earn the higher rate as this will ensure your hourly earnings are the same as other couriers in your Delivery Unit.What if I provide cover on a round which is paid at a lower rate than my personal courier rate?
Cover will be paid at the rate for the round being covered. This reflects that the round you are covering is a faster round and you will complete more deliveries/collections per hour.How do I know what I will be paid when I cover a round?
From next week your local Delivery Manager will have a full list of rounds and rates so they can tell you exactly what rate each round will be paid at when you are discussing cover opportunities in your Delivery Unit.The high levels of service achieved during 2023 have enabled Evri to plan a development roadmap for 2024 which focuses on maintaining these high levels of service, developing solutions to improve the quality and integrity of every delivery while also enhancing the experience of each of our couriers. Our development agenda has been designed using feedback directly from couriers and we will continue to build stronger links with you this year so that all our developments deliver improvements to your experience as a courier and to the service we provide to our customers and clients.
We look forward to working with you during 2024,
Gary Robinson
Director of Final Mile