Public Satisfaction with Delivery Companies

About the study

Order delivery has become an active economic sector in Saudi society, especially since the COVID-19 pandemic. This study sets out the first index measuring the performance of delivery companies in the Kingdom based on how satisfied their customers were with the services they received during 2023 — to carry customers’ voices to the companies, diagnose the problems they face, and propose scientific and practical solutions to develop the sector.

Key findings

• Overall average customer satisfaction with delivery companies was 2.52 out of 5 — a low level of satisfaction.
• The companies fell into three groups: one company achieved high satisfaction, two achieved medium satisfaction, and six achieved low satisfaction.
• Customer complaints were classified into eight categories, led by technical problems in the apps (20.8%), then weak customer service (18.8%), then high delivery fees, doubts about the companies’ credibility (14.6%), late orders (12.5%) and errors in orders (10.4%).
• The study offers practical proposals to address each of these categories of problems.

Ranking of delivery companies by customer satisfaction (2023)

The ranking is based on the average of customers’ ratings of the companies in their apps on the App Store and Google Play during 2023, on a scale of 1 to 5.

The full version includes details on each company, the complaint analysis, examples of customer comments, and the practical proposals.