Managing different customer expectations, requirements

According to the latest report by the Institute of Service Excellence at SMU (ISES) on the Customer Satisfaction Index of Singapore, the customer satisfaction score for courier services as a sub-sector of logistics fell 1.4 per cent to 70.2 points. According to ISES, the Courier Services sub-sector’s largest proportion of customers came from those who used courier services for business deliveries locally, and they were also the least-satisfied customer segment.