French Domestic Express and Messagerie Customer Survey
Triangle Management Services Ltd, January 2005, Pages: 150
Over the last 3-4 years, the French domestic express and messagerie market was characterised by a concentration phase. The market is currently dominated by four major groups: Geopost, Geodis, DHL and TNT Jet Services.
This report, now in its second phase, will survey, in depth, some 300 large customers of express services in France sending more than 100 parcels per month. The decision to utilise particular parcels operators will be investigated, as will customers' views of the service issues including quality of service, customer service, range of services and prices they are getting.
The French Domestic Express Customer Survey builds on the experience gained through the long established Triangle UK Parcels Distribution Survey, which is seen as the “benchmark” for the industry in the UK.
The survey will explore key market perceptions and awareness factors held by customers of their express and messagerie carriers, rating these factors against competitors' performances and thus providing an invaluable benchmarking exercise for a range of service issues
Customers awareness
Usage and lapsed usage by carrier
Reasons for using multiple carriers
Customers views on price in terms of actual service received
The effect of price on carrier loyalty
Market awareness in terms of media recall
Range of services by type and geographical coverage
International service availability
Usage and perception of carriers internet facilities
Customers perception of the quality of service
Description of carriers characteristics
Service improvements and reasons for changing carriers
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