Parcel Delivery Study

About the study

This study measures consumers’ satisfaction with, trust in and perceptions of digitalisation at parcel delivery companies during a period when e-commerce took centre stage; it ranks Türkiye’s “most digital” parcel delivery companies. It was published in the December 2021 issue.

Key findings

• 69.3% of respondents consider parcel delivery services generally successful; 62.2% find them reliable, although a segment of 40% still does not trust delivery companies. Late deliveries are the main problem.
• 64.3% of the 18–24 age group and 56.1% of the 25–34 age group frequently use parcel delivery services.
• Yurtiçi Kargo is the most highly rated parcel delivery company, followed by Aras Kargo (15.4%). E-commerce companies’ own delivery operations are new competitors; parcel tracking has become widespread.

Methodology

The study was conducted on 10–16 September 2021 through Pulside Research’s Eşzamanlı mobile panel, with 600 people who had used parcel delivery services in the preceding year.