According to Second Quarter 2020 Results, "The Communications Commission" Ranks Postal and Logistics Service Providers by Their Care for Customers

The Communications and Information Technology Commission issued, today, Sunday, the index ranking postal and logistics service providers in terms of complaints escalated to the Commission during the second quarter of 2020, according to service providers' levels of care for their customers.

The index revealed that the total number of complaints escalated by beneficiaries to the Commission after they were not resolved by the service provider reached (72,096) complaints, which the Commission handled and processed, noting that 69% of total complaints relate to international shipments.

The index results showed that SMSA Express topped the list of companies with the most complaints in the international shipments category, with (1,597) complaints, followed by Aramex with (1,060) complaints, and then Naqel Express with (943) complaints, per 100,000 shipments, while Zajil was the best company in the international shipments category.

As for the domestic shipments category, the index showed that Naqel topped the list of companies with the most complaints, with (1,559) complaints, followed by FedEx with (693) complaints, and then Aramex with (529) complaints, per 100,000 shipments, while UPS was the best company in the domestic shipments category.

The Commission explained that the majority of complaints escalated to it revolve around delays in delivering shipments beyond the agreed time, in addition to failure to provide the service as agreed upon in the service contract, noting that the index ranking postal and 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.

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