Australia Post delivers business customer satisfaction

Aussie businesses demand speedy and reliable deliveries from courier services – but they don’t always get it.

A survey by Canstar Blue found 28% of small business owners have couriered an item that was not delivered on time, while 10% describe the service they most recently used as unreliable.

Head of Canstar Blue, Megan Doyle, said small business owners don’t mind paying for a quality service, as long as they get what they paid for.

“No one wants to pay more than they need to – especially small business owners – and with clients to satisfy, deals to be done and reputations on the line, getting value for money means a speedy and reliable service, so business owners can rest assured their delivery is in safe hands. That shouldn’t be too much to ask.”

What do business customers expect?

The survey, of more than 400 small business owners who have used a courier service, found speed of delivery to be the greatest driver of customer satisfaction, closely followed by complaints handling.

  • Speed of delivery: 26%
  • Complaints handling: 24%
  • On time arrival: 16%
  • Reliability of service 13%
  • Pick-up service: 9%
  • Call centre service: 5%
  • Value for money: 4%

Just 59% of respondents said they always use the same courier service, while 77% says it’s critical to be able to track their delivery.

Which courier service is rated highest?

Small business owners were asked to rate the courier service they most recently used across a range of criteria to form Canstar Blue’s customer satisfaction ratings.

For the second year in a row, Australia Post’s StarTrack Courier edged past DHL Express for overall customer satisfaction.

“Both companies scored favourably across the board, but business customers think Australia Post’s StarTrack Courier goes that extra mile in delivering a speedy and reliable service,” said Mrs Doyle.

“Congratulations to StarTrack Courier and Australia Post for meeting the demands of its small business customers.”

Adrian Dunlop, Head of Product – Premium, Next Flight & Courier, accepted the award on behalf of Australia Post.

“StarTrack – a business of Australia Post – is proud to accept this award as recognition of our commitment to delivering for our customers. Our StarTrack Courier service combines the logistics and service expertise of Australia Post with the renowned network reach of StarTrack for same day deliveries, and complements our unrivalled national last mile delivery network.”

“Small business operators can count on us and our unique range of delivery options – which includes electronic proof of delivery, optional SMS and email status updates, and live parcel tracking to give you complete visibility on every consignment – to be the competitive advantage they offer their customers,” Mr Dunlop said.

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