StarTrack nabs top spot in satisfaction survey

Canstar Blue review sees it take five out of five stars seven out of eight times as small business courier

StarTrack nabs top spot in satisfaction survey
StarTrack is kicking goals with customers.


Customer research and ratings firm Canstar Blue reports StarTrack has the most satisfied courier customers amongst small businesses of five major firms.

Following a survey and using a five-star ratings system, StarTrack bested Australia Post narrowly, with DHL, Fastway Couriers and Toll making up the numbers in that order.

It was the first time Canstar has split StarTrack’s from Australia Post to report on it directly and the first time it has added Fastway and Toll to the mix in this, its third year of the annual survey.

It found StarTrack gained top marks for ‘overall satisfaction’, ‘value for money’, ‘speed of delivery’, ‘pick-up service’, ‘call centre’, ‘problem resolution’, and ‘website/app’.

StarTrack was marked down one star for ‘reliability’, for which Australia Post got five.

"Time is money in the world of small business, so chances are the item you want couriered needs to reach its destination in a hurry," Canstar notes.

"For speedy deliveries, StarTrack was the only service to record a five-star rating from customers."

It was the same story for ‘pick-up service’ and ‘website/app’, which, it points out, are crucial interfaces with customers.

"Just 59% of survey respondents told us they always use the same courier service, which suggests they don’t mind taking their money elsewhere – and rightly so," Canstar says.

"Small businesses shouldn’t settle for a below-par courier service.

"If you find you’re not getting a reliable service that represents value for money, you should consider your options."

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