UK Domestic B2C Express Parcels Distribution Survey 2012
Published: 15 July 2012 | Price: £12,450 (+ VAT where applicable)
Building on the long established UK Domestic B2B Express Parcels Distribution Survey, which has been providing the express parcels sector with valuable carrier benchmarking information for over a quarter of a century, Triangle introduced in 2008 a UK Domestic B2C Express Parcels Distribution Survey which recognised the increasing importance of the home delivery sector. The 2012 Report is Wave 5 in this new series of express distribution surveys.
This specialist home distribution survey is based on approximately 450 in depth telephone interviews held with the decision maker for UK Domestic B2C deliveries of parcels ½ kg – 30 kg. All interviews are carried out to the standards laid down by the Market Research Society of Great Britain and supported by CATI software. The core sample is selected from a large database of known users of parcel distribution services. Triangle’s interviewers are experienced market researchers who have been involved with this study for many years.
Every year the survey content reflects developments in the market place and also allows for confidential questions from programme sponsors. In effect, Triangle’s UK Domestic B2C Express Parcels Distribution Survey provides bespoke research at multi-client prices.
Key features of the survey include:
- Fixed quotas for primary carrier ratings, i.e. Used most often
- Total survey size of approximately 450
- Potential for subscribing carriers to boost their quota size
- Minimum of 50 B2C parcels a month for respondent qualification
- Potential to include 2 confidential questions at no additional cost
The survey is based on fixed quotas for primary carrier ratings (i.e. carrier used most often), in order to guarantee robust results for each of the main carriers. A rating for the next most often used carrier is also captured, but no quota by carrier is set for them, i.e. these are random.
The core questionnaire monitors strategic areas each year so as to ensure consistent trend data, however, new questions are sometimes added in order to measure market reactions to new developments. The main areas covered by the study include:
- Market metrics (average volumes, weights)
- Carrier usage (most often used, others used in last 12 months/last 3 years, lapsed usage)
- Carrier awareness (other carriers not used, spontaneous & prompted)
- Carrier selection criteria
- Pricing changes
- Carrier performance ratings for the top two carriers (most often used and second most often used in volume terms) on Overall level of service plus five core attributes such as Price and Customer service
- Carrier descriptors for the top two carriers on eleven key statements
- Likelihood of recommending the primary carrier used (generating a customer Loyalty Benchmark for the industry)
- Total spend and percentage of total spend with main carrier (Share of wallet)
- Timed service usage
- Website usefulness
- Sales & marketing recall/rating
- Carrier Service Profiles
The survey results are reported in a management summary including analysis, graphical representation of the results and comparative charts. In addition, individual company summaries can be produced and supported by personalised presentations where desired. Where significant trends can be identified, these too are analysed and reported for continuous subscribers.
Triangle’s Express surveys are designed to complement carriers’ own customer satisfaction surveys with the added unique advantage of independent benchmarking of key performance indicators against competitors. Shippers too will find the survey an invaluable input to carrier selection and monitoring.
Related Reports
In 2012 Triangle will publish three individual UK Express Parcel Distribution Surveys:
- The UK Domestic B2B Express Parcels Distribution Survey – Wave 14
- The UK Domestic B2C Express Parcels Distribution Survey – Wave 5 (see above)
- The combined UK Domestic Express Parcels Report (B2B & B2C) – Wave 2
To subscribe:
To order a copy of this or any other survey report or for further information please contact Robin Parr-Davies, Triangle’s Express Director, on:
+44 (0)1628 642910 or e-mail to: robin.parr-davies@triangle.eu.com