Chris Ashworth, Chief Customer Officer, Evri

Chris Ashworth is Chief Customer Officer at Evri, one of the UK’s largest parcel delivery companies. In this role he oversees customer service, customer experience and operational improvements across the business.

In this episode of the East London Radio The Complaining Cow Consumer Show, consumer rights expert Helen Dewdney talks to Chris about the challenges Evri has faced, improving customer service, handling complaints, recruitment, staff training and what the business is doing to improve the customer experience.

All you need to know about Evri! How and when to complain to Evri and is the complaint handling getting any better and will it improve? Chris is Chief Customer Officer at Evri, the UK’s largest dedicated parcel company, which delivers more than 700 million parcels on behalf of Europe’s top retailers. He oversees marketing, customer services and IT functions. He brought about the biggest corporate rebrand of 2022, leading the strategy and renaming of the business to Evri after a change of ownership. How do you complain to Evri and when should you?

Chris has been instrumental in progressing an ambitious transformation programme to boost the customer service experience at the business, including developing a wholly UK based customer service – doubling its size – and introducing local teams to deal with enquiries, a new online chat service and call back function as well as overhauling IT functions at the business to develop tech solutions to improve customer notifications and parcel tracking. He has transformed IT across every part of Evri’s organisation and introduced an over-arching strategy to support growth and satisfy increased retailer and consumer demand for new products and real-time delivery data and tackle cyber security.

Chris Ashworth Evri Chief Customer Officer on The Complaining Cow Consumer Show

I put some of my followers’ questions to Chris who talks about the issues Evri has faced, that Who are the best – and worst – parcel delivery companies? Citizen Advice table, recruitment, training and retention, customer service improvements, challenges and what’s to come.

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♬ original sound – Helen Dewdney

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About Helen Dewdney, The Complaining Cow

Helen Dewdney is a consumer rights expert, author and media commentator. She regularly appears on television, radio and in the press discussing consumer rights, customer service, scams and personal finance.

See more about Helen’s TV and radio appearances on the Media page.

If you’re looking for a keynote speaker on consumer rights, complaints, customer service or consumer behaviour, find out more about booking Helen for conferences, business events and training.

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