You need a process improvement exercise where you need to first determine if your driver delivered a parcel or the customer collected it. I had collected it but still filling this survey. Rescheduled my parcel delivery 3 times but never got delivery. Raised cases online but everyone of them closed after I had called the customer services to schedule or enquire about my delivery. I wish I can help you with some sort of an audit but please focus on areas of improvement. If you need help then please feel free to call. I think there is a lot of potential in the company.