Among the early morning delivery companies that deliver the products ordered the day before in the morning, the customer satisfaction with Coupang was the highest.
On the morning of the 16th, an employee is talking with a delivery agent at the Coupang Seocho 1 Delivery Camp in Seocho-gu, Seoul. /yunhap news
On the 24th, the Consumer Agency announced that it was the result of a survey on the overall consumer satisfaction level of 1,200 people with experience using three early morning delivery companies, such as Market Curly, Coupang, and SSG.com (SG.com). The survey was conducted online on October 15-20 last year.
The overall satisfaction of Coupang (Rocket Fresh) was the highest at 3.81 out of 5 points. Following this, SSG.com (Sec early delivery) 3.76 points, Market Curly (Satbyul delivery) 3.72 points. Coupang received high scores in four of the six categories: service quality, overall satisfaction, satisfaction versus expectations, and satisfaction versus ideals. Sup.com scored high in service product evaluation and service experience.
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As a part of these companies that need service improvement,’there is a need to reduce excessive packaging’ (24.1% of respondents) cited. Opinions such as’the free shipping standard should be lowered’ (19.4%),’must be prepared so that there are no out-of-stock products’ (13.3%), and’the product price should be lowered’ (11.1%) also came out. In particular, 30.8% of Coupang users and 26.5% of Market Curly users pointed out excessive packaging as an improvement.
As a result of an analysis of 144 consumer complaints related to early morning delivery that were received at 1372 Consumer Consultation Center from January 2018 to September last year,’delivery delay’ (21.5%) was the most common. There were also complaints such as’quality defects’ (18.1%),’misdelivery’ (15.3%), and’missing orders’ (10.4%).
