Siódemka SA has presented the results of a survey aimed at learning opinions on ideal customer relations. The research shows that in contacts with recipients, couriers want to be appreciated primarily for professional service. It also turns out that they most prefer knocking on the doors of customers who are focused on handling matters quickly and concretely.
Siódemka couriers were asked to take part in a survey regarding customer service. They were asked several questions relating to their daily work, especially in the context of building direct relationships with recipients and senders. The survey results show the most common practices in this regard.
Siódemka couriers deliver thousands of parcels every day, ensuring the satisfaction of both individual and institutional clients. 45 percent of the couriers who took part in the survey visit about 50-60 recipients daily. As many as 38 percent serve an even larger number of recipients during that time. As noted by Marcin Kruszyński, PR Manager at Siódemka, these statistics depend on many factors. Among them, he mentions, among others: good work organization, professional experience, and the specifics of a given area.
However, an attempt to deliver a parcel does not always end in success. In such a situation, couriers most often try to contact the customer to arrange a different delivery date (56 percent). In almost every fourth case, the customer finds a left notice. 22 percent of couriers decide to deliver the package to a different address.
– In the event that a courier does not find the recipient at home, they are obliged to leave a notice with information regarding the place and date of possible parcel collection. Often, however, they decide on this solution only as a last resort, contacting the customer beforehand and offering them more flexible delivery conditions – stipulates Marcin Kruszyński.
The consequences of a failed delivery attempt are troublesome both for the recipient waiting for the parcel and for the courier. It is no wonder, then, that for as many as 69 percent of respondents, the ideal customer is one who is available at the address indicated by the sender.
It also turns out that in their relationship with the customer, couriers most value an approach focused on handling matters quickly and concretely (56 percent). 36 percent of respondents would like to experience more understanding from recipients, 32 percent of respondents count on kindness, and the same number on flexibility.
At the same time, 2/3 of respondents admit that they would most like to be appreciated for professional service, 39 percent for timely deliveries, and 38 percent for good communication. 16 percent of the couriers invited to the study consider their readiness to carry out non-standard orders as their greatest differentiator.
– In conditions of strong market competition, professional customer service is becoming one of the most important factors determining service satisfaction. Perhaps in the near future, it will be flexibility and the ability to adapt to customer needs that will determine success in the CEP market to the greatest extent – says Marcin Kruszyński. – It is worth remembering, however, that effective and fast parcel delivery is in the interest of not only the customer but also the courier. And that despite the difficulties they encounter, the courier tries to do it as well as possible. The courier and the customer are essentially on the same side and have convergent interests. Therefore, it is worth it for them to meet each other halfway with mutual understanding and kindness.