Delivery companies operating in Nigeria have been ranked “satisfactory” in operations from just over half of the population, with many Nigerians lamenting in a survey that the late delivery of items and inability to pinpoint delivery locations are hampering the operations of the companies.
Nigerians made their thoughts known in the survey carried out by the RED Community, run by Ragital, a full-service digital marketing agency, which sought to know about the effectiveness of delivery service operators in the country.
According to the survey, the respondents, comprising 58 per cent being men and 42 per cent being women, said they use delivery services occasionally. Specifically, 66 per cent of the respondents stated that they intermittently engage the operators to deliver items, while 19 per cent of them said they use the services on a monthly basis and 14 per cent on a weekly basis.
Just 44 per cent of the respondents rated their satisfaction with services delivered on their behalf by the operators as “good”, with a further 18 per cent describing theirs as “excellent”. However, six per cent of them ranked their contentment after service as “poor”, one per cent described it as “terrible” and 32 per cent said they are “indifferent”.
On if they have had any bad experiences with delivery service operators, 51 per cent of the respondents said “yes”, 43 per cent said “no”, while six per cent stated “maybe”. Asked to elaborate on the reasons for the bad services, 54 per cent of the respondents lamented about late delivery, 15 per cent complained about the operators’ inability to locate the delivery location, 13 per cent bemoaned about lack of courtesy, while 12 per cent quibbled about items delivered in a damaged state.
Regarding the criteria that influence their choice of the delivery company to patronise, 43 per cent of the respondents hammered on trust, 32 per cent highlighted the speed of service, 14 per cent leaned towards customer service, while nine per cent emphasised the accessibility of the company.
When asked about alternatives used to deliver items asides from delivery service companies, 45 per cent of the respondents preferred using a friend heading towards the direction of the delivered item, 34 per cent said they make the delivery themselves, 32 per cent said they depend on ride-hailing services such as Uber or Bolt, while eight per cent said others.