According to the Fourth Quarter 2020 Index, "The Communications Commission" Ranks Postal Logistics Service Providers by Their Care for Customers

The Communications and Information Technology Commission issued, today,

the index ranking postal logistics service providers

in terms of complaints escalated to the Commission during the fourth quarter of 2020, 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 after they were not resolved by the service provider, to 1,985 complaints, a decrease of up to 89% compared to the third quarter of the previous year, 2020, noting that 77% 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 80 complaints, followed by the Saudi Post Corporation with 60 complaints, and then DHL with 43 complaints, per 100,000 shipments, while Zajil and Naqel Express were the postal logistics service providers with the fewest complaints in the international shipments category.

As for the domestic shipments category, the index showed that FedEx and Zajil topped the list of companies with the most complaints, with 7 complaints each, followed by the Saudi Post Corporation with 6 complaints per 100,000 shipments, while DHL was the postal logistics 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 logistics 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.