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Delivery Lead Times Account to 52% of Client Satisfaction with Logistics Services in Russia

Moscow, Russia, July 08, 2016 --( The SPSR Express Research Center conducted a market analysis dedicated to customer satisfaction. In the analysis, several key factors by which customers evaluate logistics services were derived from the general list of factors[1].

According to the research of B2B and e-commerce segments, B2B partners consider lead times as the key parameter when choosing a logistics operator: the factor weight in overall satisfaction with the quality of services amounted to 52%.

Looking separately at the e-commerce segment (online stores), lead times also play a decisive role, but in this case the criterion has less weight. In the overall evaluation it is already 25%.

When choosing a courier company, online store customers also pay attention to lead times (it has a considerable weight – 23%). However, reliability/punctuality, namely the delivery on the agreed day is a more important factor for them. The factor weight in overall satisfaction is 28%.

At the same time delivery time slots have only a 7% impact on the customer's evaluation of the express delivery operator. That is, it is not so important for the recipient that the order was delivered within the 12PM to 14PM interval, but the fact that he has been informed in advance of the approximate delivery time promise (no need to wait for a courier for the whole day).

The cost of logistics services in these two segments is also important, but lead times and punctuality have an advantage over it as a factor in this research. According to the results, cost is the 3rd -4th factor in the overall factor ranking. Its weight in the company satisfaction is not more than 14%.

SPSR Express Research Center: “Often, customer’s satisfaction with logistics operators is high enough for all the factors, but there is always one criterion, which assessment is significantly lower than the total one. Due to this the level of satisfaction is lower than it could be. Working on such a measure as the growth area, it would be possible to achieve significant improvement in the opinion about the company.”

About SPSR Express:
SPSR Express has over 15 years extensive experience in supporting clients in postal services, express-delivery and warehouse logistics both in CIS countries and globally. SPSR Express has the most extensive network covering 6,000 cities and towns with a team of 4000 highly trained employees with 15 distribution centres, 200 offices and representatives throughout Russia. This network is expanding across Russia and will allow greater convenience for customers. SPSR Express is a partner for major international e-tailers from the USA (eBay, Amazon), the United Kingdom (ASOS, NEXT), Europe and China (AliExpress, supporting them as they expand their presence in the CIS market.

Today SPSR Express is uniquely positioned through its deep understanding of the CIS market to meet the changing needs of both the client and customer through a range of innovative solutions.

SPSR Express is truly a partner for growth.

[1] The overall list of factors: speed, cargo safety, rates, delivery reliability/punctuality, delivery to million-plus cities, delivery to remote destinations, return of cash on delivery, return of goods, order batching, terminal location convenience, customer pickup, delivery management, communication with the recipient in the delivery, courier service, collection of statistical information, contact center, personal manager, web-services, additional services of the company, coverage, ease of contract execution, promotions and discounts, delivery interval convenience, couriers competence, voice notifications, service tracking.
Contact Information
SPSR Express
Kirill Isaev

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