(MENAFN- The Peninsula) The Peninsula
DOHA: As part of the Communication Regulatory Authority's (CRA) ongoing efforts to ensure the provision of smart, innovative and high-quality services in the sectors that it regulates, CRA recently conducted a short bilingual survey (Arabic & English) via social media platforms, to get consumers' feedback on their experience of the postal services in Qatar provided by Q-Post and private couriers.
The nine-question survey ran for two weeks in September and saw responses from around 300 consumers. The responses showed that 58 percent of consumers are unaware that CRA regulates the postal sector, despite that around 84 percent of consumers are using regular postal services through Q-Post to send or receive letters and parcels and nearly 88 percent of consumers are using Express services through Q-Post and private couriers' services such as FedEx, Aramex, DHL, UPS, etc.
'CRA is in the process of finalising the regulation for the postal sector in Qatar. The survey is one of the main tools adopted by CRA to help in receiving consumers' feedback on the postal services and to better understand their needs and concerns, said Amel Salem Al Hanawi, Consumer Affairs Department Manager, CRA.
The survey showed that consumers have rated both Q-Post and private couriers highly in terms of service of regular and express services. Q-Post regular postal services were rated by 67 percent of consumers as five or above out of 10, and in terms of prices around 55 percent of consumers rated it as five or above out of 10.
For express services provided by Q-Post and private couriers, around 78 percent of consumers rated the service as five or above out of 10, and around 48 percent of consumers rated the price of it as five or above out of 10 in terms of prices.
Consumers highlighted a number of issues they faced when using postal services, the most common three issues were 29 percent for the delay in sending or receiving letters or parcels, nearly 26 percent for the unreasonable cost of using postal services, and around nine percent of consumers mentioned that their letter or parcel was returned to the original address. Despite this over 55 percent of consumers said, they were able to track parcels, nearly 27 percent said they could not and almost 18 percent were not sure or did not know.
Only 25.73 percent of consumers registered a complaint in the last one year with either Q-Post (15.77 percent) or the private couriers (9.96 percent) and out of the total percentage (25.73 percent) over 65 percent were not satisfied with the resolution of their complaint.
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