Compare courier services for small businesses in New Zealand at Canstar Blue. CourierPost, Fastway, New Zealand Couriers and NZ Post were compared on Overall Satisfaction, Booking Process, Delivery Timeliness Options, Pick Up and Drop Off Options, Problem Resolution, Reliability of Service, Tracking Services and Value for Money.
CourierPost rated number one for customer satisfaction
Modern technology has dramatically changed the postal landscape over the past decade. While businesses are sending fewer letters (if at all), thanks to the rise of online retail, courier companies have never been busier.
Recently, the global pandemic has highlighted the importance of delivery services. As an increasing amount of business and retail moved online during lockdown, more and more Kiwis came to rely on the services offered by the country’s fleet of delivery drivers.
So as part of our mission to inform consumers of the best NZ has to offer, Canstar Blue canvassed the opinions of 441 NZ small business owners who had used a courier for business purposes in the past year, across a range of categories, to measure and track their satisfaction.
To decide which Courier Service provider offers the best level of customer satisfaction, each was rated across the following categories:
Coming out on top for the second year in a row is CourierPost. The only courier to earn a 5 Star satisfaction rating, it also took out 5 Star ratings for Tracking Services and Pick Up and Drop Off Options.
New Zealand Couriers and NZ Post both earned a 4 Star Overall rating, plus three 5 Star ratings. This is a great achievement for New Zealand Couriers, which improved considerably on its 2019 ratings.
When you’re running a small business and need something delivered, you need to be able to rely on your courier service 100%. Otherwise, you could lose the trust, and repeat business, of your customers. Therefore, it’s not surprising that when asked about the biggest drivers of their satisfaction with their courier providers, the respondents in our survey highlighted reliability and problem resolution as the biggest factors. Overall, the main drivers of satisfaction:
| Drivers of satisfaction | % |
|---|---|
| Reliability of Service | 24% |
| Problem Resolution | 15% |
| Delivery Timeliness | 14% |
| Value for Money | 14% |
| Tracking Services | 13% |
| Pick Up and Drop Off Options | 13% |
| Booking Process | 8% |
Last year in New Zealand, online shopping grew 13%. Close to half of adults now shop online and that number is only set to increase. From clothes and tech, to food and drink, everyday purchases are now only a click away.
However, while the virtual distances between small businesses and customers have shrunk, geographical separation remains. And it’s a divide that only couriers can cover.
So, if you want to ensure that your package gets to its destination on time, on the back of Canstar Blue’s research, there is only one choice: CourierPost, delivering the ongoing success of NZ’s small businesses.
Canstar Blue surveyed 817 New Zealand consumers across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers who have used a courier for business purposes in the past year. In this case, 441 New Zealanders.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.
2019