Release Date: 04 October 2006
Release ID: 469
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 firstname.lastname@example.org or on 0870 950 7900. Customers preferring a contact in Germany should contact Ludwig-Michael Cremer by mail (L.M.Cremer@t-online.de) or phone +49 (0) 7071 640 315.
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