This group is made up of customers who use courier services for business deliveries locally, which generated a customer satisfaction score of 68.3. The most satisfied customer segment in the logistics sub-sector comprised those that made personal deliveries overseas, with a score of 73.3. The study noted that delivery procedures at the customer segment level had to be reviewed to identify gaps in the service experience, due to potentially differing needs and requirements.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2015/oc...