According to the First Quarter 2021 Index, "The Communications Commission" Ranks Postal Service Providers by Their Care for Customers

The Communications and Information Technology Commission issued, today,

the index ranking postal service providers

in terms of complaints escalated to the Commission during the

first quarter of 2021

, according to the levels of service providers' care for their customers.

The index revealed a decrease in the number of complaints escalated by beneficiaries to the Commission as a result of the complaint not being resolved by the service provider within the specified period (10 days), or as a result of the complainant's dissatisfaction with the service provider's response, with the total number of complaints reaching 662 escalated complaints, a decrease of up to 67% compared to the fourth quarter of the previous year, 2020, noting that about 82% of total complaints relate to international shipments.

The index results showed that FedEx topped the list of companies with the most complaints in the international shipments category, with 38 complaints, followed by the Saudi Post Corporation "SPL" with 21 complaints, per 100,000 shipments, while DHL and "Zajil" were the postal service providers with the fewest complaints in the international shipments category.

As for the domestic shipments category, the index showed that FedEx topped the list of companies with the most complaints, with 13 complaints, followed by Zajil Company with 3 complaints, per 100,000 shipments, while UPS was the postal service provider with the fewest complaints in the domestic shipments category.

The Commission explained that the majority of complaints escalated to it were due to delays in delivering shipments beyond the agreed time, in addition to the loss of postal items, noting that the index ranking postal service providers in terms of complaints escalated to the Commission is one of the latest practices applied globally in achieving transparency and stimulating competition among service providers to raise service efficiency and enhance its quality and development, as the index analyzes data relative to every 100,000 shipments for each service provider, based on automated monitoring of complaints from the website and its associated applications.