A survey conducted by Emirates Today on its Twitter account revealed that about 60% of Emirates Post customers are dissatisfied with the service.
The survey was conducted following the announcement by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, of the results of the confidential shopper's report on the level of services at one of the group centers on his official account.
According to the survey conducted by Emirates Today, about 19% of the respondents are satisfied with the Emirates Post service, in response to the question: "Are you satisfied with the Emirates Post Group's services," in which 486 participants participated in three hours, While 21% of the respondents expressed their dissatisfaction with the service in some branches.
Another question was: "If you have a negative experience with (Emirates Post), is it about long waiting time, missing or delayed delivery of parcels or messages, or dealing with customer service staff?" The question was answered by 538 participants within three hours.
65% of the respondents said that their negative experience was the result of the long wait time to get the service inside the center they deal with, while 21% found that the customer service staff treated their negative experience with the service, compared to 13% said they were delayed or lost messages and packages related to Their own.
The results of the secret shopper's report on the level of services at Emirates Post divided service standards into five axes, including services, service efficiency, customer experience, absorptive capacity, and service culture.
The negative results revealed that congestion is increasing in the center visited by the shopper because of text messages to receive cards for large numbers at the same time, and the center delivers more than 3000 ID cards per day, causing severe congestion.