"CITC" Announces Naqel Express's Win of the Best Beneficiary Experience Award in the Postal Sector for 2021

The Communications and Information Technology Commission announced that Naqel Express won the Best Beneficiary Experience Award in the postal sector for 2021 "CX Award 2021," which aims to create a spirit of competition among companies to develop and improve performance in order to provide distinguished services to beneficiaries and raise their awareness by highlighting the performance of postal service providers.

The Communications and Information Technology Commission explained that the award covered local and international postal service providers operating in the sector across all regions of the Kingdom according to criteria set by the Commission, which contribute to encouraging companies to provide their services to beneficiaries in accordance with international best practices and methodologies, through which excellence is achieved and the concept of beneficiary experience in the sector is elevated.

It also noted that it is responsible for developing telecom, information technology, and postal services and improving the quality of beneficiary experience in accordance with international best practices related to service quality, and seeks through this award to encourage competitiveness among service providers, which is reflected in their development and the improvement of the services provided to beneficiaries in the sector, in addition to raising the level of transparency in the market by publishing data and indicator results, and enabling investors and interested parties to access market performance indicators in the Kingdom.

The award criteria include the results of beneficiary satisfaction index surveys, measuring the effort beneficiaries expend in obtaining services, the net promoter score based on beneficiaries' recommendation of services to family and friends, and measuring the extent to which beneficiary complaints are escalated to the Commission.