Innovations in Courier Customer Service and User Satisfaction in the Post‑Pandemic Era: Evidence from a Survey Study
Purpose: The aim of the study was to examine the impact of customer service innovations introduced or modified during the COVID-19 pandemic on service quality in the post-pandemic period, and to verify users' assessments of those changes. Design/Methodology/Approach: The study was conducted between May and June 2023 using an electronic questionnaire distributed via Google Forms. The survey instrument comprised four sections: sociodemographic metrics, pre-pandemic service assessment, pandemic-period assessment, and post-pandemic service assessment. Findings: The study confirmed that courier service quality improved significantly across all analysed dimensions - transport speed, parcel tracking, delivery methods, contact with couriers, delivery management options, customer service accessibility, and complaint handling - when comparing the pre-pandemic, pandemic, and post-pandemic periods. Pandemic-era innovations (parcel lockers, mobile applications, contactless delivery confirmation, flexible delivery management) became the market standard in the post-pandemic period. A total of 95% of respondents declared that the introduced changes positively influenced their frequency and willingness to use courier services, and 100% confirmed a positive effect on overall service quality, thus confirming the research hypothesis. Practical Implications: The findings indicate that courier operators should continue investing in digital customer service channels, self-service delivery management tools, and real-time tracking capabilities. The results provide a practical benchmark for service improvement priorities - particularly in complaint handling, customer contact accessibility, and last-mile flexibility - which directly affect customer satisfaction and loyalty in the post-pandemic competitive environment. Originality/Value: The article provides current empirical data (2023) on user assessments of customer service quality across major Polish courier operators in the post-pandemic context. It offers an original comparative framework covering three consecutive time periods (pre-pandemic, pandemic, post-pandemic) and links pandemic-driven service innovations to measurable changes in customer satisfaction, filling a gap in Polish empirical research on KEP market service quality.