POSTAL SERVICES - DELAYS ARE THE MAIN PROBLEM - Filenews 10/7
Parcel receipt received the highest score among four major postal services, according to a survey by the Office of the Commissioner for Electronic Communications and Post Regulation on consumer satisfaction in 2025.
In contrast, delays in delivery were the most frequent cause of negative evaluations in all four categories of services examined.
The survey was based on the Net Promoter Score, known as the Net Promoter Score, and aims to monitor the consumer experience of Cyprus Post and other postal and courier service providers.
Higher Score in Parcel Receipt
81% of respondents stated that they received a parcel in the previous 12 months.
Of these, 73% used ACS, 32% Cyprus Post, 25% GAP AKIS Express, 22% BoxNow, 18% DHL and 12% Kronos Express.
Lower usage rates were recorded by Geniki Taxydromiki, with 3%, and Aramex, with 2%.
The average satisfaction index for parcel receipt stood at 39 NPS units, which was the highest performance among the services examined.
However, 66% of those who rated a provider negatively cited delay in delivery as a key problem.
This was followed by errors in delivery with 15%, the need to pick up from the provider's premises despite paying for home delivery with 9%, the loss of a parcel with 6% and the receipt of an item with damages with 4%.
Letter receipt at 33 points
82% of respondents reported receiving letters or documents in the last 12 months.
Cyprus Post maintained a dominant position in this category, as it was used by 95% of respondents.
It was followed by ACS with 11%, GAP AKIS Express with 4%, DHL with 3% and BoxNow with 2%. A percentage of 1% was recorded by Kronos Express and Geniki Taxydromiki.
The average NPS index for receiving letters and documents stood at 33 points, ranking third among the four services.
The delay in delivery was also the main complaint here, with a percentage of 61%.
This was followed by errors in delivery with 16%, the loss of a letter with 9%, the receipt of a document with damage with 4% and the receipt from the provider's premises instead of the home with 2%.
Lower satisfaction in sending letters
Only 18% of respondents said they had sent a letter or document in the last twelve months.
Of these, 75% chose Cyprus Post, 23% chose ACS, 8% chose GAP AKIS Express and 5% chose DHL.
BoxNow, G.A.P. Vassilopoulos-UPS and Kronos Express recorded 1%.
Sending letters and documents received the lowest score, with an average NPS of 32.
The delay in delivery was a reason for a negative assessment for 40% of the critics, followed by errors in delivery with 8% and the loss of a letter with 6%.
Second is the shipment of parcels
19% of respondents said they had sent a parcel in the previous 12 months.
ACS was used by 47% of consumers, while 40% chose Cyprus Post.
It was followed by GAP AKIS Express with 17%, DHL with 12%, BoxNow with 8% and Kronos Express with 3%.
Aramex recorded a percentage of 2%, while G.A.P. Vassilopoulos–UPS recorded 1%.
The average NPS for parcel shipments came in at 37 points, the second highest performance of the survey.
The most common complaint in this category was also the delay, with a percentage of 29%.
This was followed by errors in delivery with 10%, the receipt of a damaged item with 6%, the loss of a parcel with 2% and the receipt from the provider's premises instead of the home with 2%.
Delays remain the main problem
The results show that the consumer experience is more positive in parcel services, particularly during pickup.
At the same time, however, delays are the main weakness of the market, as they are recorded as the main cause of dissatisfaction in each category.
According to OCCERT, the data will be used in the context of the Observatory's work to monitor the level of satisfaction and quality of postal services.
