Customer experience is one of the clearest measures of logistics performance. In Saudi Arabia, iMile continues to raise that benchmark.

According to the Saudi Transport General Authority (TGA) Q2 2026 courier service industry report, iMile recorded just 1 complaint per 100,000 shipments, improving from 3 complaints per 100,000 shipments in the previous quarter. This marks the second consecutive quarter in which iMile recorded the lowest complaint rate in the industry, highlighting the company’s continued focus on service quality and customer experience.

From Strong Performance to Continuous Improvement

Following its leading performance in Q1, when iMile maintained a low complaint rate during one of the industry's most demanding periods, the Q2 results demonstrate that this performance was not a one-time achievement.

Instead, iMile continued to strengthen its customer service processes and operational controls throughout the second quarter.

A key area of focus has been first-contact complaint resolution. The Saudi customer service team has worked to improve the quality and efficiency of handling customer concerns at the first point of interaction, enabling more issues to be addressed quickly and effectively.

At the same time, iMile has strengthened its end-to-end exception management processes, helping teams identify potential delivery issues earlier and intervene before they escalate into larger customer-impacting problems.

The objective is simple: identify issues earlier, respond faster, and deliver a more consistent experience.

Behind Every Successful Delivery Is a Strong Local Network

Consistent service performance depends on more than customer service alone. It requires a reliable operational network capable of supporting every stage of the delivery journey.

Since entering the Saudi market in 2018, iMile has continued to invest in local infrastructure, technology, people, and operational capabilities.

Today, the company's Saudi network includes:

100% Service Coverage Across Saudi Arabia

A nationwide fulfillment network supported by 6 major distribution centers, 105 distribution stations, and nearly 3,000 professional delivery drivers.



End-to-End Delivery Solutions

An integrated service ecosystem covering door-to-door pickup, last-mile delivery, and e-commerce returns, complemented by value-added solutions such as Cash on Delivery (COD) and Non-Delivery Report (NDR) management.

Technology-Enabled Operations

Digital capabilities and operational monitoring help teams manage shipments, identify exceptions, and improve visibility throughout the delivery journey.

Building a More Localized Customer Experience

People remain at the heart of logistics. As Saudi Arabia continues to develop its logistics and e-commerce ecosystem under Saudi Vision 2030, iMile is also strengthening its localized workforce and capabilities.



The iMile Saudi customer service team has achieved 100% local female employee coverage, supporting a more localized and responsive communication experience for customers and helping address the evolving needs of Saudi Arabia's e-commerce market.

One Complaint is One Too Many

While recording the industry's lowest complaint rate is an important milestone, iMile views the result not as a finish line, but as a new benchmark.

Every shipment represents a customer expectation. Every interaction is an opportunity to build trust. And every operational improvement contributes to a more reliable delivery experience.

From expanding its physical network to refining its customer service processes, iMile's approach remains centered on one principle:

Put the customer at the heart of every delivery.

As iMile moves forward, the company will continue investing in its people, technology, infrastructure, and operational capabilities to deliver faster, more accurate, and more trustworthy logistics solutions across Saudi Arabia.

Because better logistics isn't only about delivering a package. It's about delivering the experience customers expect.