European Journal of Service Management

The services sector of Courier Expressways and parcel (CEP) is one of the fastest-growing service sectors. This is due to a specific evaluation of quality by customers in the final stage of the supply chain – what has been called the last mile problem. Logistics customer service is a key tool for building the company’s competitiveness in the market. This article evaluates the effectiveness of X-Press Couriers customer service focused primarily on timely delivery of services and the number of complaints filed. Acquisition of information on this subject was allowed by access to the complaint database and the Trucker system. The characteristics of the courier business in Poland and the assessment of cooperation with Polish companies of TSL was done. On the basis of the research conducted by the SGH Center for Economic Counseling and Expertise, the impact of KEP on Polish companies was illustrated. Data provided by the X-Press Couriers division of Cracow allowed us to focus on one of the most important logistic measures of customer service, ie the timeliness of service. The presented data is based on the knowledge gained while working in this company and on the collected statistics.