Consumer satisfaction is less than 80%! Frequent delivery problems in South Korea at dawn

Orders placed in the online mall before 12 o'clock in the evening can choose the early morning delivery service. By clicking the " early morning delivery " option , you can receive the ordered goods before 6 o'clock in the morning of the next day . This is the "early morning delivery" service that is becoming more and more popular in South Korea .

The Korea Consumer Agency announced on the 24th that it conducted a comprehensive consumer satisfaction survey on Market Cally, Kupan, and SSG.com, the three most popular early morning delivery companies , among 1,200 users who had used early morning delivery services . The final results are as follows .

(Photo source: Korea Consumer Affairs Agency)

With a full score of 5 , Coupang had the highest overall satisfaction score of 3.81, higher than SSG.com 's 3.76 and Market Curly 's 3.72 .

Among the 6 evaluation categories , Coupang scored highest in 4 categories: service quality, overall satisfaction, satisfaction and expectations, and satisfaction and ideals . SSG.com scored highest in service product evaluation and service experience. Market Curly scored 0.

As the three companies with the highest consumer usage rates, many respondents said that the services of these companies still need to be greatly improved. Even Coupang, which scored the highest, only had a consumer satisfaction rate of 76.2%, less than 80%!

Regarding the proposed improvement measures, "the need to reduce excessive packaging" accounted for 24.1% of the respondents, while "lowering free shipping standards", "reducing out-of-stock situations" and "product prices should be lowered" accounted for 19.4%, 13.3% and 11.1% of the respondents respectively.

In particular, 30.8% of Coupang users and 26.5% of Market Curly users believe that the shortcoming of "excessive packaging" needs to be changed urgently.

(Photo source: Korea Consumer Affairs Agency)

According to an analysis of 144 consumer complaints related to early morning deliveries received at the Consumer Consultation Center from January 2018 to September last year , " delivery delay " was the most common , accounting for 31 cases (21.5%). "Quality defects" (18.1%), "delivery errors" (15.3%) and "orders missing" (10.4%) were also the main reasons for consumers' complaints .

When selling products, sellers must mark, advertise or notify the product information of each item in the mail order sales method according to relevant regulations, but unfortunately, many sellers fail to do so.

Consumer satisfaction

South Korea

Coupang