2015 – Courier Service Ratings
Posted by Canstar Blue September 12th 2016
You are viewing the archived 2015 ratings for small business courier services. Go to the current courier services ratings.
Leave your deliveries in the right hands by comparing Australian courier services with our small business owner customer satisfaction ratings.
Canstar Blue research finalised in July 2015, published in September 2015.
Australia Post stamps its authority on our Most Satisfied Customers Award
Time is money in the world of business, and when it comes to courier services, no business can afford their important delivery to be late. That means finding out which courier service is market-leading.
We asked more than 400 small business owners to rate the firm they most recently used. And we’re able to report that Australia Post was once again deemed to offer a first class courier service to its customer, and thus retains its Most Satisfied Customers Award.
Time is of the essence
No one wants to pay more for a service than they have to. But with clients to satisfy, deals on the table and reputations on the line, getting value for money is not high on the list of priorities for small business owners when they leave their vital deliveries in the hands of couriers. As such we found the following to the biggest drivers of customer satisfaction…
- Speed of delivery: 26%
- Complaints handling: 24%
Time is clearly of the essence, but how well a courier services deals with its complaints is also important to small business owners – and our survey respondents would know. That’s because one in four (28%) told us they have previously suffered the frustration (to put it mildly!) of a couriered item not being delivered on time.
That probably helps explain why 59% of small business owners always use the same courier service – because you want to leave your goods in the hands of a firm you trust.
Is your courier service delivering the goods?
While three out of five small business owners remain “loyal” to the same courier service, others are more inclined to keep their options open and shop around for a good deal, or better service – not just the actual process of delivering an item, but general customer service at the point of ordering, or dealing with enquiries (e.g. over the phone, online, or face-to-face). One in three (36%) survey respondents told us they called multiple courier companies to get the cheapest quote possible when they last required the service. But with 77% of business owners declaring it vital that they can track their order, there are more things to consider than just the price. There is a good chance your item will be worth a lot more to you or a customer than the cost of delivering it. Fortunately a significant 90% of owners said they would describe the courier service they last used as “reliable”.
Frequently Asked Questions
Australia Post’s Courier Post service promises same day delivery within metro areas during the working week (if parcels are lodged by 2pm). For businesses needing to send delivers interstate, Australia Post also has a range of domestic shopping solutions, including StarTrack Courier. As the name suggests, StarTrack Courier gives customers piece of mind by allowing them to trace every inch of their parcel’s delivery progress and its online service provides electronic proof of delivery. Other benefits, says Australia Post, include a choice of standard, express or immediate priority; SMS or email notifications confirming booking, pick-up and deliver; transparent pricing with fewer restrictions. Australia Post also boasts a Click and Send service, allowing customers to print postage labels, pay for postage and get parcels collected without needing to leave the office, and an eParcel service for high-volume sellers, sending more than 1,000 parcels a year. It also has a comprehensive International delivery service.
DHL has a presence in more than 220 counties and territories across the globe and employs around 325,000 people, making it the most international company in the world, it says. That includes a significant operation in Australia, where DHL Express – part of the Deutsche Post DHL Group – has three levels of domestic services depending on the time sensitivity of an order. Its Domestic Express service promises delivery at a specific time or by 9am on the next possible day, followed by services for noon and 6pm delivery times. DHL offers a wide range of optional services for overseas shipping, but it also has a strong focus on its small business solutions. DHL boats a real-time delivery tacking system and says it leads the way in customer service.
Canstar Blue commissioned Colmar Brunton to survey 801 small business owners and decision makers (i.e. the main decision maker for a small business) across a range of categories to measure and track customer satisfaction with products and services related to their business. The outcomes reported are the results from customers within the survey group who have used a courier service for business purposes – in this case, 371 small business owners/main decision makers.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.