Courier Services for Business


Canstar Blue’s 2020 courier services review has seen DHL Express, Fastway, StarTrack Courier, FedEx, Toll, Australia Post, Couriers Please and TNT rated on business customer satisfaction.

See Our Ratings Methodology

Most Satisfied Customers | DHL Express

For the third year in a row, DHL Express has delivered for Aussie businesses, claiming the top spot in Canstar Blue’s courier services ratings, after scoring five stars in all research categories.

DHL Express the complete package in courier service ratings

Running a business can be stressful, particularly if you’re on a tight schedule or budget. There are plenty of internal decisions to make, such as electricity, mobile providers, and even the waste disposal, but one area that many small businesses need to consider are courier services. With many businesses turning to an online presence, delivering goods, contracts and letters is a vital part of staying afloat, meaning which courier service you use can play a big part in your bottom line, as well as potentially your reputation. But in an industry that is packed to the brim with options, which courier service should you use?

There’s plenty to consider when selecting a courier company, because while you’ll want your package to arrive safe and sound – and in a timely manner – you won’t want it to cost you an arm and a leg. To help narrow down the options, Canstar Blue produces an annual review of courier services for small business, surveying more than 700 business owners and key decision-makers about their experiences with the big providers listed above.

So, what did we find? DHL Express retained first place for customer satisfaction for three years running in 2020, achieving five stars in every research category.

Best Courier Services

DHL Express courier service

Here are the best courier services in Australia, as rated by consumers in Canstar Blue’s latest review:

  1. DHL Express
  2. Fastway
  3. StarTrack Courier
  4. FedEx
  5. Toll
  6. Australia Post
  7. Couriers Please
  8. TNT

DHL Express topped our courier services ratings for the third year in a row, after receiving five-star reviews for its booking process, reliability of service, delivery timeliness options, pick up and drop off options, problem resolution, value for money and overall satisfaction.

Fastway and StarTrack Courier also managed to both score full marks for value for money and ended on four stars for overall customer satisfaction, along with FedEx, Toll and Australia Post. Meanwhile, Couriers Please and TNT rounded up our ratings on three stars overall.

Our survey also uncovered a few insights into the world of courier services, with 62% of respondents stating that they always use the same courier company, with 32% of all respondents having a fixed term contract with a service provider. Despite this, over half (52%) think they could get a better deal with another provider, meaning it may pay off to look into other options if you’re considering tightening the belt.

What makes a good courier service?

Our research identified value for money and reliability of service as being the most significant drivers of customer satisfaction, but other factors like delivery timeliness, pick up and drop off locations, as well as the booking process, were also crucial areas to consider.

Reliability of service

A reliable service is as good as gold in the business world, encouraging customers to keep coming back if they can trust their goods will be delivered promptly. Yet, over a third (35%) of our survey respondents said they’ve previously sent an item that was not delivered, meaning dealing with a reliable service can prove a time saver, as well as keep your customers happy.

  • DHL Express was the only courier service to receive five-star reviews for reliability, while all other brands rated four stars for that criteria.

Delivery timeliness options

Delivery service holding to sent a package box. - Image

As they say, time is money, meaning having a courier service that can quickly (but safely) transport your goods to their destination can prove invaluable. But for those who aren’t in a rush, just having your parcel turn up at the right time and place is all that’s needed.

  • In our 2020 ratings, DHL Express was the only courier service to score five stars for delivery timeliness options. All other providers still managed to score a solid four stars as well.

Value for money

While customer satisfaction is worth more than money to businesses, forking out for a sub-par courier company may not be a sound financial decision for your business. Getting value for money however, is a bit more than just the bottom line, because some businesses may be happy to part way with a few extra dollars if it means a streamlined website, helpful call centre or quality tracking process to assist with the delivery.

  • DHL Express, Fastway and StarTrack, were all rated five stars for value for money in 2020.

Pick up and drop off options

Woman tracking parcel with help of smartphone app at table - Image

The collection process will likely be the paying customer’s only face-to-face contact with their courier, meaning it pays to portray a professional image and go that extra mile for great customer service and support. Offering flexible pick up and drop off options and locations, including leaving parcels at another address, retail store or post office, may help with customer’s perceptions.

  • In our 2020 ratings, DHL Express was rated best for pick up and drop off options. The majority of other brands scored four stars, except TNT which landed on a moderate three stars.

Problem resolution

You can provide the best courier service in the whole world, but from time to time things will go wrong. If you’re the customer unlucky enough to experience a problem, you’ll want it to be handled promptly and seriously. You can forgive one mistake, but if it’s followed by the mistake of bad customer service, you won’t be happy at all.

  • DHL Express was again the only brand to top this category, with most other providers receiving four stars, while Couriers Please and TNT received three stars.

Booking process

For many customers, a courier service’s website will often be the first call of business when it comes to sending out that parcel or document, meaning having an easy booking process is a sure-fire way to get customers coming back. With over half (57%) of survey respondents booking their most recent service online or via the courier’s app (9%), this is an area for courier services to keep on top of.

  • Once again, DHL Express was the only courier service to top this category in 2020. Fastway, StarTrack Courier, Toll and Aus Post received four stars, while FedEx, Couriers Please and TNT rounded up the scores on three stars.

Which courier service should I use for my business?

Courier hands packaging parcel at table - Image

For many small businesses, courier services play a vital role in keeping things moving (literally), meaning which courier you decide to sign on the dotted line with can impact on how well your business operates, and your own customers’ happiness. As a result, it’s important to find a courier that suits your business model and day-to-day operations, along with one that doesn’t blow the budget.

Ultimately, who you trust with your parcels and deliveries will come down to your personal preferences, as well as what you’re looking to send out the door, as one courier company may fit your needs better than others. As with any business decision however, it’s best to look into all your options and to do your own research, to ensure you aren’t waiting for a courier to deliver on its promises, or your goods.

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About the author of this page

Megan Birot

This report was written by Canstar Blue’s Home & Lifestyle Content Lead, Megan Birot. She’s an expert on household appliances, health & beauty products, as well as all things grocery and shopping. When she’s not writing up our research-based ratings reports, Megan spends her time helping consumers make better purchase decisions, whether it’s at the supermarket, other retailers, or online, highlighting the best deals and flagging anything you need to be aware of.

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Frequently asked questions

Canstar Blue surveyed 2,000 Australian small to medium-sized business owners or key decision-makers (i.e. the key decision-maker for the business) across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers within the survey group who have used a courier for work purposes in the past year – in this case, 775 people.

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 by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.


courier services 2019






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