Saudi Arabia’s parcel-delivery market has entered a sharper phase of competition after iMile was placed among the operators with the lowest escalated complaint rate in the first quarter of 2026, underscoring how service reliability is becoming a defining measure in the Kingdom’s fast-expanding logistics sector.
The General Authority for Transport’s latest complaints index for postal parcel delivery companies showed iMile recording three escalated complaints per 100,000 shipments, putting it at the top end of service performance alongside the best-ranked operators in the sector. The result offers a measurable signal of operational consistency at a time when e-commerce growth, cross-border trade and rising consumer expectations are reshaping last-mile delivery across Saudi Arabia.
The first-quarter data covered the Kingdom’s largest parcel-delivery companies and compared operators on the basis of complaints escalated to the regulator. RedBox, Naqel MEXPRESS and iMile were listed with three complaints per 100,000 shipments each, followed by GFS Express at four and Starlinks at five. Ajex and SMSA recorded six each, while J&T Express and Aramex stood at seven complaints per 100,000 shipments.
The figures matter because escalated complaints usually reflect cases that customers could not resolve directly with the operator. A low rate therefore indicates not only fewer service failures but also stronger internal complaint handling, better delivery accuracy and more effective communication with customers before disputes reach the regulator.
More than 56 million postal parcels and shipments were delivered across Saudi Arabia during the first quarter of 2026, reflecting sustained demand from online retail, marketplace sellers and business-to-consumer distribution networks. The broader delivery sector recorded more than 118 million orders during the same period, a 49 per cent rise from a year earlier, highlighting the scale of pressure on logistics firms to expand capacity without weakening service quality.
Riyadh accounted for 44 per cent of delivery orders, followed by Makkah with 22.21 per cent and the Eastern Province with 16.23 per cent. Madinah, Asir, Qassim, Tabuk, Hail and Jazan followed with smaller shares, while Najran, Al-Jouf, the Northern Borders and Al-Baha reflected the continuing spread of delivery services beyond the main urban centres.
iMile’s performance comes as Saudi Arabia tightens regulatory oversight of the courier and logistics industry. The authority has been using public complaint indicators to push operators towards greater transparency, faster resolution and stronger accountability. The system gives consumers and merchants a clearer basis for comparing service providers beyond price and coverage.
The company has positioned itself around e-commerce logistics, last-mile delivery, cash-on-delivery handling, real-time tracking and cross-border fulfilment. Founded in Dubai in 2017, iMile expanded across the Middle East, China and Latin America, with Saudi Arabia becoming one of its key growth markets because of the Kingdom’s large consumer base and accelerating digital commerce adoption.
During Ramadan 2026, the company reported a 99.5 per cent on-time next-day delivery rate nationwide and 99.8 per cent in some service areas. The month typically places heavy strain on courier networks because of altered consumer behaviour, compressed delivery windows and increased online purchases. Maintaining high delivery punctuality during that period would have required careful route planning, flexible staffing and stronger warehouse coordination.
Saudi Arabia’s logistics transformation is closely tied to Vision 2030, which seeks to turn the Kingdom into a regional and global logistics hub. Public and private investment has focused on ports, airports, roads, rail links, warehousing, digital platforms and last-mile infrastructure. For parcel operators, the shift has created opportunity but also higher expectations from regulators, merchants and consumers.
Competition is also intensifying. Established names such as Aramex, SMSA and Naqel face pressure from technology-led delivery platforms, new international entrants and specialist e-commerce logistics firms. JD Logistics’ entry into Saudi Arabia through its JoyExpress service added another sign that global players see the Kingdom as a priority market for express delivery expansion.
The mandatory use of national addresses for parcel deliveries from January 2026 has added another layer of operational discipline. The measure is intended to reduce failed deliveries, improve address accuracy and support more efficient routing. For operators, compliance requires stronger data systems and cleaner customer information, but it can also reduce costs linked to repeated delivery attempts.
The complaint index shows that scale alone is no longer sufficient to define leadership in Saudi logistics. Operators are being judged on reliability, complaint resolution, delivery speed, tracking accuracy and the ability to maintain service standards across regions. iMile’s low complaint rate gives it a stronger competitive position as merchants seek delivery partners capable of handling volume without exposing them to reputational risk.
The General Authority for Transport’s latest complaints index for postal parcel delivery companies showed iMile recording three escalated complaints per 100,000 shipments, putting it at the top end of service performance alongside the best-ranked operators in the sector. The result offers a measurable signal of operational consistency at a time when e-commerce growth, cross-border trade and rising consumer expectations are reshaping last-mile delivery across Saudi Arabia.
The first-quarter data covered the Kingdom’s largest parcel-delivery companies and compared operators on the basis of complaints escalated to the regulator. RedBox, Naqel MEXPRESS and iMile were listed with three complaints per 100,000 shipments each, followed by GFS Express at four and Starlinks at five. Ajex and SMSA recorded six each, while J&T Express and Aramex stood at seven complaints per 100,000 shipments.
The figures matter because escalated complaints usually reflect cases that customers could not resolve directly with the operator. A low rate therefore indicates not only fewer service failures but also stronger internal complaint handling, better delivery accuracy and more effective communication with customers before disputes reach the regulator.
More than 56 million postal parcels and shipments were delivered across Saudi Arabia during the first quarter of 2026, reflecting sustained demand from online retail, marketplace sellers and business-to-consumer distribution networks. The broader delivery sector recorded more than 118 million orders during the same period, a 49 per cent rise from a year earlier, highlighting the scale of pressure on logistics firms to expand capacity without weakening service quality.
Riyadh accounted for 44 per cent of delivery orders, followed by Makkah with 22.21 per cent and the Eastern Province with 16.23 per cent. Madinah, Asir, Qassim, Tabuk, Hail and Jazan followed with smaller shares, while Najran, Al-Jouf, the Northern Borders and Al-Baha reflected the continuing spread of delivery services beyond the main urban centres.
iMile’s performance comes as Saudi Arabia tightens regulatory oversight of the courier and logistics industry. The authority has been using public complaint indicators to push operators towards greater transparency, faster resolution and stronger accountability. The system gives consumers and merchants a clearer basis for comparing service providers beyond price and coverage.
The company has positioned itself around e-commerce logistics, last-mile delivery, cash-on-delivery handling, real-time tracking and cross-border fulfilment. Founded in Dubai in 2017, iMile expanded across the Middle East, China and Latin America, with Saudi Arabia becoming one of its key growth markets because of the Kingdom’s large consumer base and accelerating digital commerce adoption.
During Ramadan 2026, the company reported a 99.5 per cent on-time next-day delivery rate nationwide and 99.8 per cent in some service areas. The month typically places heavy strain on courier networks because of altered consumer behaviour, compressed delivery windows and increased online purchases. Maintaining high delivery punctuality during that period would have required careful route planning, flexible staffing and stronger warehouse coordination.
Saudi Arabia’s logistics transformation is closely tied to Vision 2030, which seeks to turn the Kingdom into a regional and global logistics hub. Public and private investment has focused on ports, airports, roads, rail links, warehousing, digital platforms and last-mile infrastructure. For parcel operators, the shift has created opportunity but also higher expectations from regulators, merchants and consumers.
Competition is also intensifying. Established names such as Aramex, SMSA and Naqel face pressure from technology-led delivery platforms, new international entrants and specialist e-commerce logistics firms. JD Logistics’ entry into Saudi Arabia through its JoyExpress service added another sign that global players see the Kingdom as a priority market for express delivery expansion.
The mandatory use of national addresses for parcel deliveries from January 2026 has added another layer of operational discipline. The measure is intended to reduce failed deliveries, improve address accuracy and support more efficient routing. For operators, compliance requires stronger data systems and cleaner customer information, but it can also reduce costs linked to repeated delivery attempts.
The complaint index shows that scale alone is no longer sufficient to define leadership in Saudi logistics. Operators are being judged on reliability, complaint resolution, delivery speed, tracking accuracy and the ability to maintain service standards across regions. iMile’s low complaint rate gives it a stronger competitive position as merchants seek delivery partners capable of handling volume without exposing them to reputational risk.
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Saudi Arabia