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UK Domestic Parcels Distribution Survey

Since the spring of 1986 Triangle has carried out regular surveys into the attitudes and views of express users.  The UK Domestic Express Survey was the first such survey available to the express industry and is now widely used as the industry standard.  Following its on-going success, and together with client feedback, Triangle introduced a ‘larger usage’ parcels distribution survey, aimed specifically at the medium to high volume user end of the domestic express market in the UK. This is the ninth survey in the recent series.

The distribution survey consists of a sample of 300 completed telephone interviews held with the decision-maker for express services within companies sending over 100 parcels per month.  All interviews are carried out to the standards laid down by the Market Research Society of Great Britain.

Topics surveyed include:

• Awareness of carriers

• Carrier selection criteria

• European and other international deliveries

• Changes in carrier rates

• Internet usage

• Parcels profile per carrier

• Price changes and their effect on loyalty

• Notification of late/non delivery

• Service ratings and improvements sought

• Problem handling and customer service ratings

• Selection criteria

• Marketing and sales visit recall

• Carrier ratings and descriptors

• Usage by carrier

• Same day and pallet usage

• Lapsed usage

The survey results are reported in a management summary including analysis, graphical representation of the results, comparative charts and, where appropriate, literal comments from the interviewees. 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 express surveys are designed to compliment carriers own customer satisfaction surveys with the added unique advantage of benchmarking key performance indicators against competitors. Shippers too will find the survey an invaluable input to carrier selection and monitoring.
 

Executive Summary – 6 pages
Sample Base Data – 8 pages
Results and Analysis – 86 pages
Awareness / Use of Carriers
Selection Criteria / Carrier Rates
Effect of Prices on Loyalty
Items Sent per Carrier
Overall Level of Service
Lapsed Usage
Ratings & Performance Analyses
(eg Price, Service, Image, Quality, etc)
Carrier Descriptors
(eg On time, Damage, Staff, Pro-activity)
Service Improvements / Timed Services
International & UK Services
Notification of Late / Non Delivery
Software / Internet Access & Usage
Media Recall
Sales Activities
Views of UK Express Carriers
Trend Data (most categories above - availability only to continuous subscribers) – over 30 pages
(Most of categories above)
Company Profiles – 26 pages
Domestic & International Services for 15 Carriers/carrier brands
 

The 2008, Wave 10, Report is available from May 2008
To order a copy of this report:
Download an order form here (Adobe pdf 201kb)
The report is available at a price of £12,150 + VAT
 

Triangle Contacts:

Triangle Links:

If you would like further information about these surveys, please e-mail us here or contact:
Robin Parr-Davies on Tel: +44 (0)870 950 7900 .

• Distribution Study •