In March 2022, Hermes, a leading parcel delivery company in the UK, rebranded itself as Evri. The decision to change the company’s name was primarily driven by a desire to overhaul its public image and improve its reputation following a period of criticism over customer service. The rebranding was seen as a fresh start for the company, signaling a commitment to addressing past issues and adopting a more customer-focused approach. Here is a closer look at the reasons behind Hermes’ transformation into Evri and what it means for the future of the company.

Background of Hermes

Hermes, founded in 1972, had become one of the UK’s most widely used parcel delivery companies. As online shopping surged, especially during the COVID-19 pandemic, the demand for parcel delivery services grew exponentially, and Hermes was responsible for delivering millions of packages across the country.

However, despite its market presence, Hermes faced numerous challenges regarding its customer service. The company received a high volume of complaints related to lost, damaged, or delayed parcels. Customers often expressed frustration with poor communication, lack of transparency, and an overall inconsistent delivery experience. Some complaints even led to investigations by consumer protection organizations, and the company was accused of prioritizing volume over service quality.

The negative press around these issues tarnished Hermes’ reputation, and the company began to realize that its image was in need of repair. The rebranding to Evri was a strategic decision aimed at addressing these concerns and signaling a new era of improved service.

Why the Name Evri?

The choice of the name “Evri” is a deliberate play on the word “every,” suggesting that the company is there for every customer and every parcel, everywhere. According to Evri’s official communication, the new name embodies the company’s promise to deliver for everyone, emphasizing inclusivity and reliability. The company wanted a fresh start with a name that was modern, flexible, and reflective of their desire to put customers at the center of their operations.

The rebranding process went beyond just a name change. Evri introduced new measures aimed at enhancing its customer service and delivery processes. Investments were made in infrastructure, technology, and staffing to help improve the accuracy and speed of deliveries. Evri also committed to greater transparency, introducing features like real-time parcel tracking, improved customer support, and more sustainable delivery options.

Addressing Past Criticisms

By rebranding, Evri sought to distance itself from the negative connotations associated with Hermes. The company publicly acknowledged the past issues and took steps to rebuild trust with customers. Part of this effort involved rolling out new training programs for its couriers to ensure better service and implementing systems to make it easier for customers to track and manage their deliveries. These improvements were designed to create a more reliable, customer-centric service.

Sustainability and Growth

Another key focus of the rebranding was sustainability. Evri introduced several eco-friendly initiatives, including a pledge to become a net-zero carbon company by 2035. This aligns with broader industry trends, where customers and businesses alike are increasingly conscious of the environmental impact of delivery services. The move towards sustainability was also seen as a way to differentiate the company from its competitors and appeal to the growing number of environmentally conscious consumers.

Conclusion

Hermes’ transition to Evri marked a significant turning point for the company. While the rebranding was driven by a desire to improve its public image following criticism, it also represents a broader effort to modernize and adapt to the changing needs of consumers. With a new name, a stronger focus on customer service, and a commitment to sustainability, Evri aims to leave behind the legacy of its predecessor and build a more reliable and customer-friendly delivery experience. Whether the rebrand will succeed in restoring consumer confidence in the long term remains to be seen, but it is a step in the right direction for the parcel delivery giant.