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Reflecting the trend of ever increasing Europeanisation of business, together with growing cross-border traffic, Triangle now offers in-depth customer surveys on international express usage in the following markets:

• Germany

• France

• Spain

All of these surveys are conducted with an identical set of methodologies and definitions, thereby providing a homogeneous approach, facilitating direct market comparisons, overall traffic combinations, market sizing combinations and similar.
 

GERMAN EXPRESS AND PARCELS CUSTOMER SURVEY

Triangle has been surveying the German Express and Parcels market since 2004, and has recently published the 2006 survey report, Wave 3. The report surveys, in depth, some 400 medium to large customers of express and parcel services in Germany, each sending more than 100 parcels per month. The decision to utilise particular parcels operators was investigated, as were customer views of other issues including quality of service, customer service, range of services and prices charged.

The German Express and Parcel Customer Survey has been built on the experience gained through the long established Triangle UK Parcels Distribution Survey, which is seen as the standard for the industry in the UK. Express and parcels surveys are now published by Triangle in the key European markets of the UK, France, Germany and Spain.

This major survey explores key market perceptions and awareness factors held by German customers of their express and parcel carriers, rating these factors against competitors’ performances and thus providing an invaluable benchmarking exercise for a range of service issues including, for example:

• Customers awareness

• Usage and lapsed usage by carrier

• Reasons for using multiple carriers

• Customers views on price in terms of actual service received

• The effect of price on carrier loyalty

• Market awareness in terms of media recall

• Range of services by type and geographical coverage

• International service availability

• Usage and perception of carriers internet facilities

• Customers perception of the quality of service

• Description of carriers characteristics

• Service improvements and reasons for changing carriers

The results of the customers’ survey are presented in a detailed report including statistical analysis, graphical representation, comparative charts and in-depth commentaries. A trend analysis is provided to regular customers for those years of uninterrupted subscription.

The Wave 3 report was published in August 2006, providing German express and parcel carriers with much needed market feedback from customers on a unique competitive benchmark basis. This will assist the service providers in the identification of their perceived strengths and weaknesses, while customers will also find this report of interest in reviewing their service provider options.

In addition, for those operators with Pan-European networks, it will provide comparable information on the performances of their subsidiaries and/or partners in the express and parcels markets and help identify potential weaknesses in the provision of a consistent service throughout Europe.
 

Contents:

Market Overview - 9 pages
Executive Summary - 8 pages
Sample Base Data - 9 pages
Results and Analysis - 104 pages
Awareness / Use of Carriers
Selection Criteria / Carrier Rates
Effect of Prices on Loyalty
Usage of Carriers
Overall Level of Service
Number and Weight of Items Sent per Carrier
Lapsed Usage
Ratings & Performance Analysis:
Price / Range / Customer Service / Quality of Transport /
Information Provision / Image / Staff
Carrier Descriptors:
Quality of Service / One-stop Shop / Customer Service
Service Improvements / Timed Services
Additional Services Used
International Deliveries
Software / Internet Access and Usage
Media Recall
Sales Force Activities
Critical Views of Express & Parcels Carriers
Trend Analysis (most categories above - availability only to continuous subscribers) - 33 pages
Company Profile - 26 pages
Domestic & International Services for 8 Carriers

To order a copy of this report:
Download an order form here (Adobe pdf 173kb)
The report is available at a price of €26,000 + VAT
 

Triangle Contacts:

Triangle Links:

If you would like further information about these surveys, or to request a copy, please contact:
Robin Parr-Davies on Tel: +44 (0)870 950 7900 .

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