It’s the first time DPD Local has topped the poll, and in doing so it stopped DPD’s seven-year winning streak. Both firms improved on their 2020 results. Amazon Logistics, Royal Mail and DHL completed the top five delivery firms.

At the other end of the scale, CitySprint and Yodel got the poorest ratings from the money site’s users.

MoneySavingExpert.com ranked firms from best to worst based on the percentage of ‘great’ and ‘OK’ votes they received.

More than seven in 10 (71%) DPD Local customers rated it as ‘great’ and 20% rated it ‘OK’. In comparison just 11% rated CitySprint as ‘great’, with 58% saying it was ‘OK’.

Steve Nowottny, news and investigations editor at MoneySavingExpert.com, said: “There’s no doubt that it’s been a really tough year for parcel delivery firms – they’ve had to grapple with a surge in demand while dealing with the considerable practical challenges of delivering in a pandemic. Many couriers have done a sterling job in difficult circumstances, and that’s perhaps reflected in the improved scores many firms received this year.”

“Yet the poll results also reveal marked differences in how firms were rated, suggesting that while some firms have been really delivering, others too often fall short.

“When you order something, in practice you may have little choice over which firm delivers your goods, as this is frequently decided by the retailer. Generally you have no direct relationship with the delivery firm, as the retailer’s their employer. But consumers do have rights when firms don’t deliver – and you should use them.

“If you’re unhappy with a delivery or it simply didn’t arrive, complain to the retailer – that’s who your contract’s with, and it’s up to the retailer to put things right. Ultimately, if retailers get lots of complaints they will force firms delivering parcels on their behalf to up their game.”

Dwain McDonald, DPD Group UK chief executive, said: “It has been an unprecedented 12 months for everyone, and our industry has been one of those right in the spotlight. So I think everyone in the logistics sector deserves a massive pat on the back. I’m incredibly proud of our own drivers and the whole team for what they have achieved during this period.”

A CitySprint spokesperson said: “It is important to note that, unlike others on this list, the vast majority of our business is B2B, undertaking specialist same day delivery work between businesses rather than to the public. This type of work means that we are rarely afforded the opportunity to plan routes in advance, providing a very different set of challenges to others.”