Service quality has overtaken price as the most significant factor in the selection of express and parcels carriers in Germany as last year’s concerns over expected price hikes diminish. Express shippers anticipate price-rises for the next twelve months of around 1.6 percent, compared to an expectation of 2.4% a year ago. These results and many other important findings derive from the third annual survey of the Express and Parcels market in Germany, just published by Triangle Management Services, the leading international mail and express research consultancy.
The survey is the only independent and publicly available benchmarking study of the express and parcel industry based on detailed questioning of customers. Following over 400 in-depth telephone interviews with major shippers in the country conducted during the summer of 2006, this comprehensive report of attitudes, expectations and opinions is now available directly from Triangle. The 187-page report focuses on the quality of the operators and shows the quality-price-ratios as seen by customers.
The 2006 survey shows a high degree of loyalty amongst German shippers and most of the respondents seem happy with the service quality they receive. However, they would like greater pro-activity from operators on both the express and standard parcels sides of this market sector. In fact, while more than 8 out of 10 respondents are not considering changing their parcel carrier in the next year, only 6 out of 10 expressed satisfaction with the service of their current express carrier and improvements in this customer service are required by both parcel and express respondents. Purchasers of the survey will also notice large differences in the satisfaction ratings and requirements for improvement between the operator brands in the German market, and the report highlights the improvements that a number of big-name service providers need to make.
Triangle’s regular national surveys into the views of express users have been developed over the years to investigate those factors that differentiate carriers from the shipper’s perspective. In common with its predecessors, this year’s German survey examines key distinguishing factors such as customer care, problem resolution, information exchange, pricing and the importance of a wide range of services.
The report, written in English and German, covers not only all the main providers (Deutsche Post/DHL, DPD, GLS, TNT and UPS), but also smaller operators such as Go!, trans-o-flex and GEL Express. It presents detailed results and analysis for each of the more than fifty questions in the survey, including selection criteria, awareness, service levels, service improvements and media recall. It allows carriers to benchmark their customers’ perception of their performance against that of their competitors.
In addition to the main results and analysis content, the report also gives an overview of the CEP market and its main developments, presenting a profile of every carrier including data on its history, market strategy, domestic and international services and IT solutions. It presents vital information for anyone interested in the German express and parcels market, and is ideal for express parcel carriers, industry consultants and others either currently active or looking to enter the market there.
Anyone requiring more information on any Triangle research studies, interested in the benefits that regular subscription or participation in this survey will bring, or wishing to purchase a copy of the 2006 German Domestic Parcels and Express Distribution Survey report should contact Triangle Express Director Robin Parr-Davies as soon as possible, either at mailto:robin.parr.davies@triangle.eu.com or on 0870 950 7900. Customers preferring a contact in Germany should contact Ludwig-Michael Cremer by mail (mailto:L.M.Cremer@t-online.de) or phone +49 (0) 7071 640 315
Notes for Editors
- With extensive experience in market research and syndicate surveys, Triangle brings its industry knowledge of the global express, mail and logistics sectors to provide an incisive approach and added-value interpretation of results. Triangle’s market research services include annual syndicate surveys, market overviews and bespoke research conducted throughout the world on behalf of subscribing companies;
- This new Triangle report (The 3rd annual German Domestic Parcels and Express Distribution Survey) has been based on the long-established (20 years) UK Parcels Distribution Survey, which is today the benchmark for the express parcels industry in the UK;
- Studies using similar methodology are carried out annually on the domestic and international parcels and express market in a number of other countries, including the UK, France, Spain and Saudi Arabia, while a report for the Polish market is in the pipeline;
- The German report is available for purchase at €26,000 + VAT (twenty-six thousand Euros plus VAT);
- For more information, contact Robin Parr-Davies on 00 44 (0) 870 950 7900 or by email: mailto:robin.parr.davies@triangle.eu.com
- For inquiries in German, contact Ludwig-Michael Cremer on + 49 (0) 7071 640 315
Triangle Management Services Ltd, founded in 1984, is today the pre-eminent independent specialist management services company within the global mail, express and logistics sectors. Triangle offers the following services to clients: Recruitment, Market Research, Consultancy, Conferences and Mergers and Acquisitions – all of which focus primarily on the mail and express industry sectors.
