Nicosia, Cyprus. Parcel delivery received the highest customer satisfaction ratings among postal services, according to a Net Promoter Score survey published on Friday. Delivery delays were the most frequently cited reason for consumers not recommending providers.
Receiving documents and letters
Eighty-two per cent of respondents said they had received documents or letters during the previous 12 months. Cyprus Post handled 95 per cent of these deliveries, followed by ACS at 11 per cent, Akis Express at 4 per cent and DHL at 3 per cent.
Among respondents who would not recommend a provider for receiving documents or letters, 61 per cent cited delivery delays and 16 per cent cited delivery errors.
Receiving parcels
Eighty-one per cent of respondents said they had received parcels during the same period. ACS handled 73 per cent of parcel deliveries, followed by Cyprus Post at 32 per cent and Akis Express at 25 per cent.
Delivery delays were cited by 66 per cent of respondents who would not recommend a parcel provider. Delivery errors were the second most common complaint.
Sending documents and letters
Only 18 per cent of respondents said they had sent documents or letters during the past year. Three-quarters used Cyprus Post, followed by ACS at 23 per cent and Akis Express at 8 per cent.
Among those who would not recommend a provider, 40 per cent cited delivery delays.
Sending parcels
Nineteen per cent of respondents said they had sent parcels during the previous 12 months. ACS accounted for 47 per cent of parcel shipments, followed by Cyprus Post at 40 per cent and Akis Express at 17 per cent.
The main complaints were delivery delays, cited by 29 per cent of respondents, delivery errors at 10 per cent and damaged items at 6 per cent.