Logistics committed to delivering satisfaction

THE largest proportion of customers who use courier services are also the least satisfied with their logistics providers, according to findings from the latest Customer Satisfaction Index of Singapore (CSISG).

This group is made up of customers who use courier services for business deliveries locally, which generated a customer satisfaction score of 68.3. The most satisfied customer segment in the logistics sub-sector comprised those that made personal deliveries overseas, with a score of 73.3.

"It may be prudent to review the delivery procedures at the customer segment level to identify any gaps in the service experience, keeping in mind the potentially differing needs and requirements," according to the study that was conducted by the Institute of Service Excellence at the Singapore Management University (ISES).