Report: Research Institute for Disabled Consumers on Delivery Services

Here’s a new report from the Research Institute for Disabled Consumers on Delivery Services:

We want to say a big thank you for completing our recent survey in conjunction with Which? to research the accessibility of parcel delivery services.

We sent a survey to the RiDC panel to understand the issues that people with disabilities face when trying to access their parcels.

704 members of the RiDC panel responded to the survey between 15th November and 19th November.

Here’s what you told us…


RiDC and Which? wanted to understand the difficulties you face with accessing parcels. The top three issues we found were:

  • The courier not staying sufficient time for you to get to the door
  • Not being able to access the parcel because of where the courier would leave it
  • The courier not giving you the assistance you require due to a disability


We asked about your delivery needs. In particular, how manageable it was to specify them. We found that:

  • 19% of you found it very difficult
  • 23% of you found it fairly difficult
  • Only 16% of you found it very easy


We found that many of you have had issues with delivery services but did not complain to the retailer and/or delivery company. The top reasons for not complaining were:

  • You believed there was no point or that your complaint would not be actioned
  • The information available about complaints procedures could not be found
  • You didn’t know there was an option to complain
  • You didn’t know who to contact about the complaint


This survey has provided us with some extremely useful insights into the issues with parcel delivery services and has already prompted a well known delivery company to talk to us about the accessibility of their services.

This research has had some incredible coverage. Please click the links below to see this:

If you have any questions about this research, feel free to email us at

To follow the survey, Which? are looking to work with us on a mystery shopping exercise in the near future so keep a look out for emails about this part of the project.

As always, thank you for your input and insight. We couldn’t do any of this without you.

The RiDC team

Research Institute for Disabled Consumers

Registered Charity: 1007726