Survey: Shopee's On-Time Guarantee Program Impacts Shipping Services

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Erlina Fury Santika 16/07/2025 17:44 WIB

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According to a Snapcart survey, Shopee's On-Time Guarantee program significantly impacts the rating of shipping services or couriers. These are the 3 aspects measured.

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Growth of Loyalty, Speed, and Satisfaction Levels Regarding Express Delivery Services After Using the Shopee On-Time Guarantee Program (June 4-10, 2025)

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Snapcart surveyed the impact of Shopee's On-Time Guarantee program on three aspects: loyalty to the used courier service brand, courier delivery speed, and overall customer satisfaction with the courier service.

The evaluation results show that, in general, this program has had a positive impact on most logistics service consumers.

"This is evidenced by the experience of Anteraja, JNE, and SiCepat consumers, which shows a significant increase in the percentage across all three aspects," said Snapcart in its press release on Monday, July 14, 2025.

In terms of loyalty, SiCepat recorded the highest growth after the On-Time Guarantee program was implemented, at 16%. This was followed by JNE (12%), Anteraja (10%), and Pos Indonesia (8%).

Meanwhile, Anteraja led in delivery speed improvement with a 9% increase, followed by Pos Indonesia and SiCepat, both increasing by 8%, and JNE increasing by 6%.

In terms of overall respondent satisfaction, Anteraja again excelled with a 9% increase, followed by SiCepat (6%), JNE (4%), and Pos Indonesia (2%).

"This data shows that Anteraja and SiCepat have consistently recorded significant improvements in almost all aspects of their service, especially in terms of speed and customer satisfaction after the On-Time Guarantee program was implemented," said Snapcart.

Meanwhile, for JNE and Pos Indonesia, Snapcart also saw an overall improvement after joining the program.

Snapcart conducted online research on 500 respondents from various regions in Indonesia. Respondents were consumers who had shopped on the Shopee platform within the last three months. The survey was conducted from June 4-10, 2025.

(Read: These are the Factors Influencing Indonesian Citizens' Choice of Courier Services for Online Shopping)

Editor : Erlina Fury Santika

"Disclosure: This is an AI-generated translation of the original article. We strive for accuracy, but please note that automated translations may contain errors or slight inconsistencies."

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