UK Parcels Distribution Survey Programme 2014 UK Domestic B2B Parcels UK Domestic B2C Parcels UK Domestic Parcels Delivery Report

Transcription

1 UK Parcels Distribution Survey Programme 2014 UK Domestic B2B Parcels UK Domestic B2C Parcels UK Domestic Parcels Delivery Report Parcels Benchmarking Research Proposal A Multi-Client Research Programme January 2014

2 Every year the contents of these surveys reflect developments in the marketplace and allow for confidential questions from programme sponsors. providing bespoke research at multi-client prices. BACKGROUND For almost 30 years, Triangle s UK Domestic Parcels Distribution Survey programme has been the industry standard benchmarking survey for the UK express parcel industry. Although keeping a consistent format and content, the surveys change in line with developments in the marketplace, and 2014 will see Wave 16 of the UK Domestic B2B Parcels Distribution Survey in its latest format and Wave 7 of the UK B2C Parcels Distribution Survey. Sector alignment Recognising that the market perceives increasing alignment of the business and residential delivery sectors, Triangle now produces a combined survey which consolidates the results of the B2B and B2C sector surveys, in order to represent the UK domestic parcels delivery industry as a whole. The UK Domestic Parcels Delivery Report will be Wave 4 in The two individual sector surveys, B2B and B2C, focus on regular parcels shippers within the UK. In each sector they track changes in service usage and customer perceptions of the leading carriers and their performance levels. For many senior executives in the express industry the studies set independent KPIs for internal management initiatives and provide invaluable competitor benchmark comparisons which can work alongside inhouse research data, such as carriers own customer satisfaction surveys, for example. Every year the contents of these surveys reflect developments in the marketplace and allow for confidential questions from programme sponsors. In effect, Triangle s three major UK Domestic Parcels Distribution Survey Reports provide bespoke research at multi-client prices. STUDY SCOPE Triangle has incorporated a number of refinements and additional features to the surveys in recent years, which will continue in These include quotas on primary carrier used, a minimum of 50 parcels a month for respondent qualification, Loyalty ratings, Share of Wallet and the facility for a subscribing carrier to boost their quota size. Triangle expects the 2014 sample sizes to be as per the table on page 3 and to represent a 5.5% increase on last year. 2

3 METHODOLOGY The surveys are based on minimum/maximum quota ranges for Primary usage (i.e. carrier used most often), in order to guarantee robust results for each of the main carriers. A rating for the next most often used carrier (Secondary ) is also captured, but no quota by carrier is set for them, i.e. these are random. The core quota ranges for 2014, by carrier, reflect overall usage patterns encountered through interviewing in recent years (the final total may vary slightly depending, for example, on sponsoring carrier quota boosts or market conditions). The surveys are conducted via in depth telephone interviews held in accordance with the Market Research Society Code of Conduct. The core sample is selected from a large database of known users of parcel distribution services. Triangle s interviewers are experienced market researchers who have been involved with these particular studies for many years, supported by CATI software. The fieldwork for both sector surveys is continuous, although the B2B interviews are started first, in order to meet the publishing schedule. 3

4 Survey Sizes and Quotas by Triangle expects the 2014 sample sizes to be as follows: 475 B2B Primary carrier users, with around 650 benchmark ratings when secondary carrier usage is included. 475 B2C Primary carrier users, with approximately 650 benchmark ratings when secondary carrier usage is included The combined UK Domestic Parcel Delivery Report will, therefore, have around 950 primary respondents with approximately 1,300 benchmark ratings Quota Range Targets and Estimated No. of Total Ratings No. Ratings as primary (Quota) B2B B2C COMBINED TOTAL No. Ratings as Primary & Secondary No. Ratings as primary (Quota) Est. No. Ratings as Primary & Secondary No. Ratings as primary (Quota) Est. No. Ratings as Primary & Secondary APC Overnight City Link DHL Express DPD FedEx Hermes Interlink Nightfreight Parcelforce W Wide Royal Mail TNT Express Tuffnells UK Mail UPS Yodel TARGET TOTAL subscribers may boost their Quota Size at a nominal cost, if included in the main report. Boosts are achieved through the provision of client-supplied customer sample (100 records x additional interviews required). Initial boost is to a maximum of moving a carrier up to the next quota group, e.g to 30-40, subject to a quality control mechanism. Where carriers boost their sample size their quotas are targeted to achieve the top of the quota range, i.e. where 40-50, target will be 50. Additional interviews can also be conducted for bespoke reporting purposes (separately priced). 4

5 Survey Contents The core tracking elements included in the questionnaires are maintained so as to ensure consistent trend data. The main content for each Sector Report is as follows: Shipping profiles (average volumes, weights, products sent) usage (most often used, others used in last 12 months/last 3 years, lapsed usage) awareness (for carriers not used, spontaneous and prompted) Importance of carrier selection criteria Pricing changes experienced and expected Performance Ratings on Overall level of service plus five core attributes such as Price, Customer Service, On Time Delivery etc. (a) Descriptors (Yes/No assessments) on 12 key statements (a) Likelihood of recommending the primary carrier used (which provides a Customer Loyalty Benchmark for the industry) (b) Share of Wallet Total spend and percentage of total spend with main carrier Service level usage Website usefulness Sales and marketing recall B2C Specific Questions The B2C questionnaire incorporates additional questions focussing on ordering methods, typical parcel contents and average parcel value. In 2014 Triangle will be introducing new questions around parcel returns levels and usage of alternative solutions for delivery and customer returns (i.e. parcel shops, parcel lockers, post offices and retail stores). Confidential Questions In addition, survey sponsors can add two confidential questions of their own to the questionnaire, which will be incorporated into the individual carrier s confidential reporting pack. (a) (b) For the top two carriers (most often used and second most often used in volume terms). Based on the Net Promoter scoring approach. 5

6 REPORTING Subscribers receive a reporting package comprising: Executive Summary Sample Base Description Main Findings: Results and Analysis with over 70 charts in each of the three separate reports Trend Data, last 5 years for the B2B and B2C Surveys and 3 years for the combined market study (a) Confidential Question Results Service Profiles Personalised Executive Presentation (optional) In addition, individual company summaries can be produced and supported by personalised presentations where desired. (a) Only customers that have subscribed to a study for more than one year are eligible for the Trend Data. DELIVERY TIMETABLE Target report publication dates are as follows: The B2B survey report May 2014 The B2C survey report mid July 2014 The Combined report end July INVESTMENT 2014 prices remain the same as in 2012 (a): UK Domestic B2B Parcels Distribution Survey Report Wave 16 (the B2B Sector Report) - 12,450 UK B2C Parcels Distribution Survey Report Wave 7 (the B2C Sector Report) - 12,450 UK Domestic Parcels Distribution Survey Report Wave 4 (the UK Parcels Report) - 24,900 if purchased on its own, 10,000 if purchased together with one sector report or 5,000 in conjunction with both sector reports. Interview Boosts: Initial boost (incl. in main report) at a nominal cost of 600 (+VAT). Additional boosts/supplemental reporting at a cost to be agreed depending on sample size and additional reporting requirements. FURTHER INFORMATION For further details, Triangle s Express Director, Robin Parr-Davies can be contacted at: robin.parr-davies@triangle.eu.com Tel: +44 (0) (a) All prices are subject to VAT. 6

7 THE TRIANGLE TEAM Triangle s specialist research team draws together decades of industry experience from across the postal, express, distribution and e- commerce sectors. Lead consultants include Robin Parr-Davies, Express Director, Triangle Management Services; with an extensive express parcels industry background gained at GeoPost UK and Philips. TRIANGLE S QUALIFICATIONS Formed in the UK in 1984, Triangle has established itself as the pre-eminent specialist consultancy operating exclusively within the mail, express and logistics sectors both within the UK and overseas. Our prime objective is to provide customers with professional advice and business-oriented solutions. Such services include: Management consultancy Market research Conferences and exhibitions Specialist publishing Tailored recruitment solutions. Triangle has been organising a number of industry-leading events since These include the World Mail & Express Conferences (in Europe, the Americas, the Middle East and Asia), and the Mail & Express Delivery Show in the UK. Triangle initiated the annual World Mail Awards, which promote and recognise best practice in the global mail industry, as well as the PosTech conferences, which provide a high level forum for taking a strategic look at how technology can influence postal thinking to build value and drive growth. Triangle publishes two leading industry publications received by key industry executives worldwide: the quarterly Mail & Express Review and PostandParcel.info newsletter, which is an electronic newsletter reviewing the global mail and express industry news. Express Sector Reports UK Express s Digest UK Express Pallet Networks Digest UK Express Salary Survey European Express Networks Digest Cross Border e-commerce 7

8 About Triangle Established over 30 years ago, Triangle is a unique provider of a range of business services to key executives running and shaping the global postal and logistics industry. Our work is industry-led, using senior professionals with practical experience of express and postal sector issues. Triangle Management Services Ltd 4 The Courtyard, Furlong Road, Bourne End, Bucks. SL8 5AU, UK +44(0) robin.parr-davies@triangle.eu.com 8