(London, Washington October 5, 2006) The fear of strong price increases has declined to customers of German express and parcel services and the quality has replaced price as the most important criterion in the selection of service providers. Express customers expect in the next twelve months, price increases of 1.6 percent. 2005 there were an average of 2.4 percent. These and many other key findings are from a recent study on the German parcel and express market, already the third consecutive year by the British consulting firm Triangle Management Services collected. Triangle is considered the leading international management consulting for businesses and post office, express and logistics.
The study is the only independent and publicly available benchmarking study of the German express and Paketmarkt from Kundensicht. For they were in the summer of 2006, over 400 telephone interviews conducted with users of parcel and express delivery customers in the B2B sector. The Triangle is directly relating to study, with 187 pages the estimates, expectations and experiences of customers, particularly in view of quality and price-performance ratio of the different providers dar.
The 2006 survey again shows a high degree of customer loyalty. Most customers are satisfied with the quality of their service in many ways. Nevertheless, they want a number of improvements in customer service, so among other things, be informed by active parcel and express services. Two out of ten customers superior parcel and express services in four out of ten, therefore, go to next year, their service providers. Purchaser of the investigation will find big differences in customer satisfaction and the improvement between the different providers. The study highlights the improvements that are also pending in a number of well-known brands from a customer perspective.
Triangle has developed his special studies of national parcel and express markets for years and refined to identify those factors with which providers can differ from the perspective of their customers from the competition. Based on the results of previous years, this year’s German study examined the main distinguishing features such as customer service, problem solving, information service, price and product portfolio.
The market research results, presented in German and English, cover not only all the major suppliers (German Post / DHL, DPD, GLS, UPS and TNT) but also smaller companies such as Go!, Trans-o-flex and GEL Express. For each of the more than 50 questions to customers, the detailed results and analysis are listed on the selection of brand awareness and quality standards to service improvements and perception of media. Providers receive the opportunity to compare their own performance and how customers evaluate the competitors.
In addition to the detailed results and analysis are investigating an overview of the major developments in the market for courier, express and parcel (CEP) and presents a profile of each agent studied. It contains data on the strategic agenda, to history, to national and international supply and computer services of each company. The study thus contains vital information for anyone dealing with the German parcel and express market. It is an ideal source for all active players as well as for industry consultants or companies that have customers in the market or invest there.
Notes for Editors
- Extensive knowledge and experience in market research and industry express, mail and logistics services lead to Triangle combines his studies with accurate interpretation and concise results for its clients so lasting added value. This applies both to the annually collected for special studies such as market studies on behalf of individual clients;
- The latest study, Triangle (German Domestic Parcels and Express Distribution Survey 2006) is based on the methodology established for 20 years UK Parcels Distribution Survey, which is now the benchmark for the entire British Express parcel industry;
- More recent studies with similar methodology to examine the national and international express and parcel markets in France, Spain and Saudi Arabia. A study of the Polish market is in preparation;
- The German investigation costs € 26,000 (net);
