📋 Tender Overview
17 of Spaniards sent a package in the first half of 2021 the highest figure in the series of this indicator.In the case of sending letters the percentage of users satisfied with the service was somewhat lower 68.73 of the individuals who sent packages in the first semester of 2021 said they were satisfied or very satisfied with their last shipment according to the results of the CNMC Household Panel on parcels and postal services for the second quarter of 2021. The satisfaction percentage increased up to 78 in the service reliability indicator. The price is as in the case of sending letters the factor that produced the most dissatisfaction. In any case approximately half of the individuals who sent packages said they were satisfied or very satisfied with the price of the last shipment.17 of Spaniards sent a package in the first half of 2021. This figure is the highest in the series of this indicator which began in 2015.Almost 10 of the individuals stated that they had sent one or two packages the most common interval in the six months studied while 3 declared that they had sent six or more.Correos continued to be the company that Spaniards used the most to send their packages with a 65 share. Seur and MWR ranked second and third in a technical tie.Correos which is the universal postal service provider was the operator most used by individuals to send letters. 96 of those who sent a letter in the first half of 2021 claimed to have sent their last letter with this company while only 1 claimed to have used the services of another company. Most of these letters sent by Correos 84 were of the ordinary type.The overall satisfaction rates and with the price had similar percentages for the sending of letters and for the sending of packages but satisfaction with the delivery time was considerably lower in the case of the letters. 58 said they were satisfied or very satisfied with this factor when sending letters compared to 74 who declared themselves satisfied or very satisfied in the case of packages.The reasons most cited by those who declared they were little or not at all satisfied with sending letters in the first half of 2021 were that it was an expensive service 46 followed by poor customer service 45 and because they lost or damage their orders 34.Regarding satisfaction with the mailboxes more than 7 out of 10 users stated that they were satisfied or very satisfied with the ease of finding the mailbox 71 and with its proximity to their home 71 . The indicator that received the worst evaluation is satisfaction with the information shown in the mailbox about the collection time. 65 of the individuals who used a mailbox in the first semester of 2021 claimed to be satisfied or very satisfied with it.In the same period 38 of Spaniards went to a Post Office. Two out of three were satisfied or very satisfied with the service with the attention received by the staff being the aspect that was most highly valued and the waiting time the factor that generated the most dissatisfaction. 30 of users were unhappy with this aspect.MethodologyThese results are part of the CNMC Household Panel a semi-annual survey of households and individuals. The CNMC intends to collect information directly from citizens through surveys and analysis of utility bills. The study is multisectoral in nature and collects data related to the telecommunications audiovisual energy postal and transport markets among others. The survey for this wave was carried out in the second quarter of 2021 and included 4963 households and 9006 individuals. This tool provides extensive and diverse information and allows the CNMC to better understand the point of view of consumers.
