Beruflich Dokumente
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December 2012
IMRB/RK/VS/AW/KG/DEC/2012
India Post
IMRB International
CONTENTS
1
Background................................................................................................................. 7
Objectives................................................................................................................... 8
3.2
4.2
4.3
4.4
4.5
4.6
4.6.1
4.6.2
5.2
5.2.1
5.3
5.4
Comparison of Products........................................................................................36
5.5
5.5.1
5.5.2
Safexpress ....................................................................................................37
Gati ..............................................................................................................38
India Post
IMRB International
6.1.1
6.1.2
6.1.3
6.2
6.2.1
6.3
6.3.1
6.3.2
6.4
6.4.1
6.4.2
6.5
6.6
6.7
6.7.1
6.7.2
6.7.3
Conclusion...........................................................................................................59
7.1.1
7.1.2
7.1.3
7.2
Recommendations ...............................................................................................62
7.2.1
Product ........................................................................................................62
India Post
IMRB International
7.2.2
Place ............................................................................................................69
7.2.3
Promotion .....................................................................................................70
7.2.4
Price ............................................................................................................70
Annexure ...................................................................................................................72
8.1
India Post
IMRB International
LIST OF TABLES
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India Post
IMRB International
LIST OF FIGURES
FIGURE
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India Post
IMRB International
1 BACKGROUND
The Department of Posts, under the Ministry of Communications and Information Technology,
aims to provide high quality mail, parcel and related services in India and throughout the world.
In order to remain competitive, India Post wanted to ascertain the market share of its various
services in their respective area of operation.
After knowing the status quo, India Post can determine what targets it would like to set for
increasing market share. Further, India Post also wants to understand usage practices and
attributes of various customer segments so that it can target suitable action as required
ultimately leading to higher market share. To understand the market and set suitable goals this
study is to be carried out once a year over a period of three years.
In the first year, the study would focus on status of the market and India Posts services. The
study would be repeated the subsequent year to determine growth, change in market scenario
and change in expectations, usage patterns of customers and suggest suitable corrective
measures to further improve services. This exercise would be repeated once more in the third
year.
The products / service categories covered as part of the study are as below:
Speed Post
Business Mail
The report is for the second round of the survey and it focuses on Express Parcel
Post Service of India Post.
India Post
IMRB International
2 OBJECTIVES
1) Define Express Parcel Post in market context.
a) Identify major players and their current offerings in the market.
2) Estimate the market size of each of these products in terms of:a) Volume
b) Revenue
3) To estimate the market share of India Post in Express Parcel Post.
4) To estimate the current market share of each of the top five competitors vis--vis India
Post.
5) Identify customer segments for Express Parcel Post along with their usage characteristics
and attributes.
India Post
IMRB International
3 STUDY METHODOLOGY
3.1 SUPPLY SIDE
The supply side perspective was primarily used to answer Research Objective No. 1, 2, 3 and 4.
Unstructured interviews were conducted among the top players in the Express Parcel service
industry in the country.
The supply side players were divided into three segments namely (1) Large national players
(Ex: Indian Railways, Gati, Safexpress, TCI XPS) (2) Medium regional players (Ex: Patel
Roadways) and (3) Small local players (Ex: KPN, Vision International Couriers, VJB Courier, Sri
Kanya Parcel Service, Sri Ravi Parcel Service)
For large national players, we conducted Unstructured Business Interviews (UBI). These
interviews were qualitative in nature and we probed them on their volume and value of express
parcel business. All interviews for the study were done face-to-face. Many companies
contacted were offering express parcel services as well as other services such as
courier, freight movement and warehousing solutions.
aligned differently as compared to India Post. In depth probing was carried out to
arrive at the estimates of express parcel market. Regional players were also met and
similar data was obtained. In addition, we also asked them about other regional players in the
region and their estimate of the business.
Similar information was obtained interviews that were conducted with small players in the top
15 to 20 large cities.
The business volumes of the small, medium and large players were added to arrive
at the market size and share.
A total of 40 companies were met.
India Post
IMRB International
Express Parcel Post service. The respondents were chosen randomly by meeting every nth
customer who walks in post office to use the service. The n varied for each post office
depending on the number of people walking into the post office in a day.
In individual segment, Non customers of Express Parcel Post service were met through a
household survey in different regions of each of the study centre. Only those households were
interviewed who had used some other parcel service in the last 6 months but not used Express
Parcel Post service in that period.
In establishment segment, Customers were met through two methods. Respective post offices
of India Post provided database of existing customers which was used to contact and interview
respondents. The second method involved walk-in customers who were establishment
customers. In establishment segment, Non Customers were met by doing a random
establishment survey in different regions of each of the study centre. Only those companies
were interviewed who had used some other parcel service in the last 6 months but not used
Express Parcel Post service in that period.
For all establishment customers, administration manager were met. The field-work for the study
was carried out during the period August-October 2012.
The following table shows the achieved sample size among all segments.
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Region
North
West
South
East
City
Individual
Corporate
14
17
91
15
855
29
98
47
26
07
70
20
158
59
10
08
70
28
90
31
70
21
90
31
12
11
12
13
23
16
70
95
1,104
21
32
386
Chandigarh
Shimla
Srinagar
Amritsar
Ludhiana
Lucknow
Kanpur
Agra
Dehradun
Delhi (NCR)
Ahmedabad+Gandhinagar
Bhopal
Indore
Mumbai
Pune
Nagpur
Jaipur
Jodhpur
Hyderabad
Visakhapatnam
Vijayawada
Bangalore
Hubli-Dharwar
Thiruvananthapuram
Kochi
Kozhikode
Chennai
Coimbatore
Madurai
Puducherry
Patna
Ranchi
Guwahati
North East
Bhubaneswar + Cuttack
Kolkata
TOTAL
GRAND TOTAL
Customers
Non Customers
Grand Total
1,490
Individuals
Establishments
796
308
287
99
1,490
11
India Post
IMRB International
STUDY FINDINGS
12
India Post
IMRB International
4 MACROECONOMIC SCENARIO
4.1 INDIAN ECONOMY OVERVIEW1
Indias GDP at constant prices has grown at a CAGR of 8.3% in the period between FY 2005 to
FY 2012. GDP at current prices has grown at a CAGR of 15.7% in the same period. These
values are slightly lower when compared to that of the period FY 2005-2011, indicating that
pace of economic growth has slowed down marginally in the past year. Inflation has averaged
8.9%.
82.3
90.0
73.1
80.0
70.0
60.0
50.0
29.7
40.0
30.0
29.7
20.0
34.0
32.5
39.4
35.7
CAGR: 15.7%
61.3
45.4
38.9
52.3
41.6
CAGR: 8.3%
44.9
48.8
52.0
10.0
0.0
2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12
Of the three segments which contribute to GDP, Industry constitutes 27% of the GDP of India.
This ratio has not changed substantially in the last 20 years since liberalization.
Agriculture contribution has reduced from an average share of 28.4% (1990-2000) to14% in
2011-12. The major change has been the rapid growth in service industry which has outpaced
overall GDP growth. Services now constitute 59% (excluding construction) of the Indian
economy.
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India Post
41%
IMRB International
31%
Agriculture
Industry
Services
28%
16%
55%
29%
Agriculture
Industry
Services
14%
59%
27%
Agriculture
Industry
Services
Similar to 2010-11, Transport, Storage and Communications continued to have the highest
growth rate amongst services sub-sectors. The growth is estimated to be ~14 % in 2011-12
and this sub-sector has a share of ~10.6% in real GDP. The courier industry is a sub division of
the transport sector.
14
India Post
IMRB International
7,000.0
6,000.0
6,337.1
5,000.0
4,078.6
3,232.4
3,000.0
2,494.8
2,000.0
1,692.9
1,000.0
0.0
2,789.6
2,246.9
2,497.6
2,876.0
4,444.2
3,947.4
3,632.8
4,000.0
CAGR : 14.2%
5,628.7
CAGR : 14.8%
3,189.2
1,939.1
297.0
306.2
354.8
454.1
470.6
613.3
584.8
658.4
2004-05
2005-06
2006-07
2007-08
2008-09
2009-10
2010-11
2011-12
Railways
CAGR : 12.0%
Transport, Storage & Communication Sector at current prices has grown at a CAGR of 14.8
14.2% in the period between FY 2005 to FY 2012. Within this sector, railways have grown at a
CAGR or 12.0 % while transport by other means has grown at a CAGR of 14.8%.
The railway sub-segment is estimated to be Rs. 658.4 billion at current prices in FY 2012 as
against Rs. 584.8 billion if FY 2011, while transport by other means is estimated to be Rs.
4,444.2 billion as against Rs. 3,947 billion in 2011. The transport sector has shown a growth of
13% over the previous year.
15
India Post
IMRB International
16
India Post
IMRB International
17
India Post
IMRB International
such cases, the business is attributed to the entity providing the end-to-end service for the
customer.
We will define the market as any express parcel service for domestic locations using
surface modes (Rail, Road). We will define it as parcels that are within 35 kg. It is
characterised by time bound deliveries. The transit time however is typically much
longer when compared to courier service, which is the major distinction.
However, within city limits and shorter distances, the distinction between courier
services and express parcel post blurs as the time component (dependent on node
of transport) would nearly be the same.
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India Post
IMRB International
Express Parcel Post and Indian Railways Parcel service are two unique players in this market.
The reasons are:
Both have focus on individual and establishment segment like Tier II and III players.
Typically Tier II and III players are not strong in B2B segment, especially large
organizations.
Both have a nationwide setup unlike Tier II and III players who are typically strong in 1 or 2
regions only.
Both offer value added services which are offered only by Tier I and the leading Tier II
players only.
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India Post
Segment I
IMRB International
Segment II
Segment III
The following table provides the revenues from products of private players which are similar to
Express Parcel Post services. The players have been divided into Tier I, II and III as described
earlier. The source of the information is primary survey done among suppliers as well as
audited annual reports of these companies.
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India Post
IMRB International
Tier
II
III
-------
Company Name
Safexpress
Gati
TCI XPS
Others (Blue Dart, AFL, DTDC etc.)
Patel Roadways
ARC
VRL Parcel Service
Trackon Couriers
ABT
Tier II Others (KPN, Parveen, Various
State Road Transport Corporations)
Central Parcel Service
Rathi Meena Travels
Prakash Parcel Services
Anant Parcel Service
Fast Parcel Services
On Wheels Parcel Service
Tamil Nadu Parcel Service
Flyking
Tier III Others
India Post
Indian Railways
Total
FY 2011 (L)
20
40
20
50
15
30
15
10
10
FY 2011(U)
30
70
30
100
20
40
30
15
20
FY 2012 (L)
FY 2012 (U)
22
45
22
55
17
35
17
11
11
35
80
35
115
25
45
35
17
25
90
185
100
215
2
2
1
1
1
1
2
3
310
53.5
150
826.5
5
4
3
3
3
3
5
5
415
53.5
250
1,289.5
2
2
1
1
1
1
2
3
330
72
165
5
5
3
3
3
3
5
4
450
72
280
915
1,460
L- Lower, U- Upper
In terms of value, Tier I players account for approximately 15.7% to 18.2% share with players
like Safexpress, Gati and TCI XPS. Tier II accounts for 21.0 to 25.0% share; this includes
players like Patel Roadways, ARC, VRL Parcel Service and various state road transport
corporations. Finally, Tier III players account for around 37.5% to 32.9% of the market by
value with presence of many small players. India Post share is estimated to be in the region of
5.0% to 7.2% and that of Indian Railways between 18.0% and 19.1%.
Post is has increased this year because it has grown at a much higher rate when compared to
the industry.
There a number of small players in this market in the Tier II and III category accounting for a
significant share of the market. It is to be noted that many of the small courier players who
21
India Post
IMRB International
operate within a state also compete with both Speed Post and Express Parcel Post service.
Some of the companies that we came across in the two rounds of survey are given below.
Table 3: List of Tier II & III Players
Company Name
State
Airex Couriers
ANL Parcel Service
Cablenet Courier Services
Central Parcel Service
Deccan World Courier Service
G S Courier Service
Goel Parcel Carriers
Hanuman Daily Parcel Service
Inter India Courier Express
JSR Express
Kowuru Regular Parcel Service
Messenger Courier
New Global Express
New Hyderabad Parcel Service
Pacific Express Couriers
Palnadu Daily Parcel Services
Pankaj Cargo Movers
Premier Express Couriers
Ramex Express Courier Service
Sakshi Couriers
Sanchar Courier
Savega City Express Courier
Seetha Ramanjaneya Parcel Service
Skymail Worldwide Express
SLNS Worldwide Express
SME Express Courier Services
Southern Express
Sri Ambey Express Courier Services
Sri Kanya Parcel Service
Sri Ravi Parcel Service
Sri Sunil Daily Parcel Service
Superfast Couriers
Telengana Parcel Service
Tracknet Courier
Ucall Courier
V B S Parcel Service
V K City Courier
Vijay Express Couriers
Vijayadhanalakshmi Daily Parcel Service
World First Courier Express
KIC Courier
SG Commercial Service
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Assam
Assam
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
22
India Post
IMRB International
Bihar
Chhattisgarh
Chhattisgarh
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Haryana
Himachal Pradesh
Himachal Pradesh
Jharkhand
Jharkhand
Jharkhand
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
23
India Post
IMRB International
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Maharashtra
Maharashtra
Maharashtra
24
India Post
Crown Connection
Express Parcel Service
Falcon courier
Gobind Parcel Service
Goel Roadways
Good Day Express
Grand Slam Express
Green Dart Logistics
K. G. N Transport Services
Mehraj Logistics
Metro Time Express
New Parcel Service
Om Bharat Transport
Organized Courier & Logistic Services
Pace Express
Palande
Perfect Courier And Cargo
Poonam Courier
Proactive Couriers & Cargo
Rworld Couriers
Silverline Express
TPC
Transpeak Courier & Logistics
Vichare
Western Parcel Service
Akashganga Courier
Anand Courier & Cargo
Chain Express Courier Services
Crown Courier
Day Night
Fast Parcel Service
Global Parcel Services
Godara Express Courier Service
Jet Courier and Cargo Services
Kaizen Express Courier Services
Megha Parcel Service
Okara Parcel Service
Om Logistics
On Dot Courier
On Wheels Parcel Service
Overseas
Quick Railway Parcel Service
Raj Integrated
Ramkishan Transport Company
S N Parcel Service
SAL Logistics
SM Courier Services
Trade Wings Express Courier
Trust Express Services
IMRB International
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
25
India Post
IMRB International
New Delhi
Orissa
Orissa
Orissa
Orissa
Orissa
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Rajasthan
Rajasthan
Rajasthan
Rajasthan
Rajasthan
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
26
India Post
IMRB International
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
In addition to above, almost every inter-city bus operator also offers parcel services.
Competition for EPP service includes all state road transport corporations and
private players offering such services.
27
India Post
IMRB International
28
India Post
IMRB International
FY 2012
1
103
1
17
41
3
20
50
6
86
47
9
8
17
70
49
45
182
2
3
1
2
33
2
39
56
1
96
3
100
13
85
1,190
29
India Post
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Among states, Maharashtra is the largest market followed by Uttar Pradesh, Andhra Pradesh
and Tamil Nadu and Gujarat. The top five states form nearly fifty percent of the total market.
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India Post
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FY 2012
87 to 103
14 to 20
37 to 45
73 to 86
27 to 47
9 to 11
8 to 11
17 to 25
68 to 74
47 to 50
45 to 63
15 to 20
161 to 182
22 to 35
33 to 40
54 to 63
96 to 111
100 to 140
10 to 13
85 to 92
45 to 52
12 to 13
The range of estimate is high for those states which have a very low or high per capita GDP.
For example, a state with high per capita GDP would mean that a lower population produces
much higher output. This would limit the number of telecom subscribers in the state due to
population limitations. In such cases, it is more reliable to depend on GDP.
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India Post
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5 COMPETITION SCENARIO
5.1 PLAYERS IN THE INDUSTRY
Parcel services market as defined by us is highly fragmented with more than 400 companies
operating currently in the market. The public sector is strong in this space with presence of
India Post, Indian Railway and all state transport corporations. Many private players which are
into various other logistics businesses also offer parcel services. For example, Gati, TCI, and
Blue Dart etc; however, the bulk of the market is contributed by players providing mainly
regional and intra-city services. For example, many large inter-city bus operators also operate
door-to-door parcel services. Various local players who offer their services in a limited area also
offer parcel services.
It is to be noted that the upper limit of 35 kgs is unique to India Post EPP. Other players have
their own definition of what constitutes parcel services. For example, Indian Railways and bus
operators would also carry articles like two-wheelers in parcel services. In fact, in the Tier III
segment, there is no clear definition of what constitutes a parcel; they accept whatever
business that comes their way.
18.1 to 19.4%
62.7 to 63.3%
4.1 to 6.5%
Indian Railways
India Post
Gati
4.8 to 5.4%
3.1 to 3.6%
2.3 to 2.5%
2.3 to 2.5%
ARC
TCI
Safexpress
Others
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India Post
IMRB International
5 to 7.2%
18.2 to 19.5%
61.8 to 62.8%
Indian Railways
India Post
Gati
5.2 to 5.7%
3.3 to 3.7%
2.4 to 2.8%
2.3 to 2.5%
ARC
Safexpress
TCI XPS
Others
It is estimated from the supply side that the total express parcel industry as defined by us in
India is valued at around Rs. 1,190 Crores for 2011-12. This market has grown by about 12%
from Rs.1, 058 crores in 2010-11. India Posts EPP has a share in the range of 5.0 to 7.2% in
this in market. The share of India Post has increased this year because of the high revenue
growth of EPP. The charts above shows market share of major players by value for 2010-11
and 2011-12.
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India Post
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State/ Union
Territory
Andhra Pradesh
Assam
Bihar
Chhattisgarh
Delhi
Gujarat
Haryana
Himachal Pradesh
Jharkhand
Karnataka
Kerala
Madhya Pradesh
Maharashtra
Orissa
Punjab
Rajasthan
Tamil Nadu
Uttar Pradesh
Uttarakhand
West Bengal
FY 2011 (U)
2.6%
0.2%
19.2%
0.2%
31.4%
0.7%
5.8%
11.8%
1.3%
5.0%
1.8%
7.9%
5.8%
3.1%
4.2%
2.0%
5.2%
3.5%
5.7%
2.7%
FY 2012 (L)
3.2%
1.7%
17.3%
0.2%
37.7%
0.8%
3.6%
8.2%
0.2%
4.9%
1.8%
6.4%
5.2%
1.9%
4.6%
1.0%
6.6%
2.2%
0.8%
3.9%
FY 2012(U)
3.8%
2.4%
21.0%
0.3%
38.8%
0.9%
6.3%
12.9%
0.4%
5.4%
1.9%
9.0%
5.9%
3.0%
5.6%
1.1%
7.7%
3.0%
1.0%
4.3%
The market share in Delhi is high because of the concentration of government institutions.
Further, the presence of private companies is much higher in satellite cities like Gurgaon, Noida,
and Faridabad etc. which would be accounted for in respective state shares. The estimate is
also subject to higher error due to ease of movement between Delhi and neighbouring states.
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4.5 to 5.5%
17.0 to 19.0%
Indian Railways
India Post
Gati
3.5 to 5.0%
65.0 to 68.0%
TCI
Others
17.0 to 19.0%
Indian Railways
5.0 to 6.0%
Gati
3.7 to 5.2%
63.0 to 66.0%
India Post
3.3 to 3.7%
ARC
1.9 to 2.7%
Safexpress
1.5 to 2.3%
TCI
Others
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India Post
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The share of India Post has increased in 2011-12 because the volume growth (24%) has
exceeded volume growth of the industry (9-11%).
Safexpress
Gati
TCI XPS
Patel Roadways
Express (Safe
box 10 & 20 Kg)
Gati-KWE Laabh
Gati-KWE Desk to Desk
Gati-KWE Light
Express
Express Plus
Domestic Package
Express (Surface)
Patel Retail
Patel Sundry
Cam pus2Hom e
Easy2m ove
ARC
Blue Dart
AFL
DTDC
First Flight
ARC on
Schedule
Dart Surfaceline
Wiz Surface
(SPX)
DTDC Lite,
Surface
First Wheels
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Further, Indian Railways carries cargo above 35 kg as part of its parcel offering. Such volumes
do not compete with India Post EPP offering.
As per the Working Group Report for XII Plan: Railway Sector, Indian Railways has aggressive
plans to grow the parcel business at over 12% in terms of revenue in the XII Plan period. The
growth is planned to be achieved through a better pricing strategy linked to rise in fuel costs
and inflation, concessional rates in empty flow direction, higher parcel rates in segments which
can afford them; like magazines.
5.5.2 SAFEXPRESS
Safexpress was launched in 1997 as a door-to-door service provider with super hubs at Delhi,
Mumbai and Bangalore.
589.5
600.0
510.3
500.0
422.6
400.0
300.0
355.2
282.7
200.0
100.0
0.0
449.3
97.7
109.8
101.9
101.0
94.7
62.9
70.0
60.0
60.3
63.0
2006-07
2007-08
2008-09
2009-10
2010-11
74.2
47.8
2005-06
Income
Operating Profit
PAT
Total revenues earned by Safexpress in the year 2010-11 were Rs. 589.5 Crores. This is a CAGR
of 15.8% over last 6 years.
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1) Express: This is the core service offering of Safexpress and is for movement of parcels &
cargo. Though it makes use of multimodal transport, main transportation is through surface.
This service competes with EPP of India Post. Safe Express has launched tw o
shipping back student baggage from hostel to home. Safexpress offers this service to
around 15 management schools across India. Provides 20kg boxes on request.
3) Easy2M ove: This is a time definite services offered for 20kg shipments in flat rate boxes,
stock assessment at retailer end and delivering stock to feeder warehouses within specified
timelines.
7) ILM (Integrated Logistics Management): Third party logistics product for optimizing
supply chains of companies
8) Consulting: Provides logistics consultancy services. It provides consulting services across
different industry verticals like Apparel & Lifestyle, Healthcare, Hi-Tech, Publishing,
Automotive, Institutional, Engineering & Electrical, FMCG & Consumer Durables.
5.5.3 GATI
Gati started as a cargo management company in 1989 and has now grown into an organization
with more than 3500 employees and covers 622 out of 626 districts in India. It has a fleet of
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over 4000 vehicles, refrigerated trucks, container vessels and also warehousing facilities across
India. Gati has international presence with offices in China, Singapore, Bhutan, Dubai, Hong
Kong, Thailand, Nepal and Malaysia. In 1998, it became the first logistics company in India to
be awarded ISO 9001 certification.
In February 2012, Gati announced a joint venture company between its EDSC
(Express Distribution & Supply Chain) division and Japanese logistics provider
Kintetsu World Express. This JV, Gati-KWE is now involved with express
distribution.
1,000.0
905.7
600.0
801.3
751.4
800.0
575.5
630.3
461.0
457.7
400.0
170.1
200.0
0.0
-200.0
40.3
48.9
55.7
20.1
23.4
23.8
2005-06
2006-07
2007-08
Income
44.7
-15.1
2008-09
Operating Profit
86.1
93.0
15.1
14.3
2009-10
2010-11
72.0
2011-12
PAT
Total revenues earned by Gati in the year 2011-12 were Rs. 801.3 crores. This is a CAGR of
11.7 % over last 6 years.
Solutions and Value Added Services. Under domestic express distribution, the following
services offered by Gati compete in the express parcel segment.
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India Post
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1) Gati-K W E Laabh : This is a regular shipping service for small & medium enterprises. This
service is offered for shipments up to 20 kg. This is a part of Special services portfolio.
2) Gati Desk to Desk: This is the closest offering to EPP. It is targeted at individuals
and industries (For sample shipments). It is offered for shipments upto 5kg. This is a part of
Special services portfolio.
3) Gati-K W E Light: This service is offered for shipments upto 2.5 kg. This is a part of Special
services portfolio.
4) Gati-K W E Student Ex press: This service can be utilised to transport student related
cargo at a discounted price. This is a part of Special services portfolio.
5) Express & Express Plus: These are for parcel, freight & special cargo movement by
surface.
Other Express Distribution & Supply Chain services offered by Gati:
6) Premium & Premium Plus: For time critical shipments sent by air with time & day
definite deliveries.
7) Gati-KWE Transport Solutions: For bulk transportation of commercial goods based on
Full Truck Load (FTL) or Less than Truck Load (LTL) including tie-up with Indian Railways
for transporting goods through parcel trains.
8) Special Products:
a) Gati e- Retail - Logistics solutions for online retailers.
b) Gati KWE Art Express- Caters to art galleries, antique dealers, collectors.
c) Gati Caf Deliver Services include internet browsing, assistance with packaging &
shipping, photocopying, printing & scanning facilities, fax and STD/ISD/PCO facilities.
d) Gati Secure box: Packing service for consignments sent by air. Offered as 10 kg boxes.
9) VAS: Freight on Delivery (FOD), Cash on Delivery(COD), Draft on Delivery (DOD), Octroi
Clearance
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Apart from the above mentioned Express Distribution services in India, Gati offers supply chains
solutions. In the international arena also it offers logistics, freight forwarding and supply chains
solutions covering Europe and APAC countries
1,759.9
1,089.6
1,202.9
1,304.4
1,828.9
1,454.6
1,000.0
800.0
600.0
400.0
200.0
0.0
74.3
80.8
99.0
114.0
104.8
107.6
30.6
28.4
28.3
43.0
51.3
51.8
2006-07
2007-08
2008-09
2009-10
2010-11
2011-12
Income
Operating Profit
PAT
Total revenues earned by TCIL in the year 2011-12 were Rs. 1828.9 Crores. This is a CAGR of
10.9% over last 6 years.
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1) Domestic Package Express: It is a part of the Courier Pack Service. Parcels & Samples
(upto 5 kg with maximum invoice value of Rs. 5,000) can be sent.
Other services include:
2) Air Express Service: For transportation of goods by Air. The maximum weight per
consignment for this service is 150 kg and maximum value of shipment is Rs. 5,000 per kg.
3) Surface Express: For transportation of cargo by surface mode. There are no specific
weight limits per consignment for this service. Tariffs are based on a combination of weight
& distance slabs. Minimum chargeable weight for this service is 500 kg.
4) Courier Pack Service: This is a blanket term for international and domestic document &
parcel services. Bulk mailing, mail management services are also offered.
5) VAS:
a) POD/e-POD (Proof of Delivery), COD (Collect on Delivery), FOD (Freight on Delivery),
Octroi Clearance services.
b) Sunday / Holiday service on demand.
c) Priority Service: This is a day definite delivery service with money-back guarantee.
This service is available only in metros (24 hours) and certain non metros (48 hours)
and is not available for suburban locations.
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1,000.0
900.0
890.6
733.1
800.0
700.0
592.0
600.0
491.3
500.0
400.0
392.1
314.5
300.0
200.0
100.0
8.1
15.2
23.5
33.7
43.6
65.7
1.9
5.1
9.2
14.0
21.5
35.3
2005-06
2006-07
2007-08
2008-09
2009-10
2010-11
0.0
Income
Operating Profit
PAT
Total revenues earned by Associated Road Carriers in the year 2010-11 were Rs. 890.6 Crores.
This is a CAGR of 23.1% over last 6 years.
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1) ARC on Schedule: This is the parcel service of ARC and is the closest to EPP. This
service is mid-way between conventional transport and express cargo, thus provides better
services than conventional transport at lower rates when compared to express.
2) Project Transportation: For transportation of project machinery and material to and fro
source to sites.
3) Other Specialised Services:
a) Containerised Services: For movement of White Goods and other material as per
customer requirements.
b) High Value & Fragile Material: For transportation of high valued/delicate/fragile goods.
c) H-H Goods: Packing and moving of household.
d) FTL & PTL: Transportation of full truck and part loads.
Apart from the above, ARC also offers warehouse services.
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Tier
Regions Covered
-North
-South
-East
-West
EPP
Gati
Safexpress
Railways
KPN
--
--
II
High
Medium
High
High
--
High
High
High
High
Medium
High
High
Medium
High
High
High
High
High
Low
Low
Medium
High
High
High
High
High
High
Medium
Low
Medium
Low
High
High
High
Low
High
Medium
High
Low
High
Medium
High
Medium
Medium
Low-Med
Medium
Low-Med
Low
Low-Med
Low
Low
Low
High
Med-High
High
Low
Low
High
Medium
High
High
Low-Med
Low
Low
Low
Medium
Low
Medium
Medium
Medium
Focus Areas
-Metros
-Smaller Cities
-Rural
Segments
-B2B
-B2C
-C2C
-C2B
Pricing- Retail
Pricing-Business
Speed
Amongst the players under comparison Railways and EPP are the strongest network and in
terms of pricing. EPP is a unique service that is competitively priced in retail segment. The
strength of the other players is in services levels and speed of delivery.
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6 CUSTOMER SCENARIO
This section is intended to identify customer segments for Express Parcel Post along with their
usage characteristics and attributes.
2011 (%)
Educational Qualification
Post Graduate Professional
Post Graduate General
Graduate Professional
Graduate General
Diploma holder/equivalent but not graduate
X / XII standard
School 5 to 9 years
Customers
6%
12%
9%
36%
9%
24%
4%
Non
Customers
9%
11%
10%
38%
10%
19%
3%
2012 (%)
Customers
7%
6%
9%
44%
10%
22%
2%
Non
Customers
9%
7%
10%
38%
11%
23%
2%
Both customers and non customers are well educated. When compared to last year, the
education profile has not varied greatly. While the proportion of post graduates has decreased
across both segments, proportion of general graduates has increased among customers. EPP
continues to draw a set of well educated customers.
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Table 10: Occupation Profile of EPP Customers & Non Customers, Individual Segment
Occupation
2011 (%)
Customers
Unskilled Worker
Skilled Worker
Petty Trader
Shop Owner
Businessman (Zero Employees)
Businessman (1 To 9 Employees)
Businessman (> 10 Employees)
Self Employed Professional
Clerk / Salesman
Supervisors
Officers Junior Level
Officers Middle Level
Officers Senior Level
Student School
Student College And Above
Housewife
Retired
Unemployed
1%
9%
1%
9%
4%
7%
0%
5%
15%
10%
6%
6%
5%
3%
14%
3%
1%
1%
Non
Customers
1%
6%
2%
6%
6%
6%
1%
5%
11%
8%
7%
6%
6%
3%
20%
5%
1%
0%
2012 (%)
Customers
1%
5%
1%
8%
5%
7%
1%
3%
12%
7%
11%
8%
4%
6%
12%
5%
1%
2%
Non
Customers
1%
4%
1%
19%
3%
3%
0%
2%
12%
11%
4%
4%
4%
6%
12%
12%
0%
2%
The occupation profile of customers & non customers has not varied greatly when compared to
that of last year. There is a slight increase in the proportion of officers level in customers and
an increase in the proportion of shop owners and house-wives in non customers, as compared
to last year.
House-wives would be using parcel services to send gifts/household articles to relatives and
friends. The gifting segment can be targeted by EPP.
Shop-owners would typically be small retail establishment owners. They would be using small
parcel services for sending samples and other low volume shipments for personal/business
purpose.
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Internet Connection
2011 (%)
Non
Customers
38%
62%
Customers
Yes
No
40%
60%
2012 (%)
Non
Customers
40%
60%
Customers
44%
56%
Since EPP is cheaper relative to Speed Post, it attracts a relatively lower income profile
customer.
Organization
2011 (%)
Customers
Government/PSU
Private Firm
NGO
20%
79%
1%
2012 (%)
Non
Customers
3%
97%
--
Customers
30%
69%
1%
Non
Customers
2%
98%
--
The chart below shows the profile of customers surveyed in 2011 and 2012.
80%
72%
62%
60%
40%
38%
2011
28%
2012
20%
0%
Manufacturing
Services
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When compared to 2011, the proportion of services sector has reduced a little in 2012.
However the top customer sectors are from services sector and are Education & Publishing
Financial Services and Retail sectors.
The chart below shows the profile of non customers surveyed in 2011 and 2012.
55%
60%
45%
50%
54%
46%
40%
30%
2011
20%
2012
10%
0%
Manufacturing
Services
In the case of non customers there is no significant difference in the profile of customers
surveyed in 2011 & 2012. The top segments for non customers are Textile, Retail and
Pharma.
Internet
Yes
No
2011-%
Customers
94%
6%
Non Customers
86%
14%
2012-%
Customers
89%
11%
Non Customers
71%
29%
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Delhi,
Karnataka,
Tamil
Nadu, West Bengal, Andhra Pradesh, Uttar Pradesh, Kerala, Bihar and Gujarat.
This is the same as previous year with slight increase/ decrease in percentages accounted by
each state.
The five states of Maharashtra, Karnataka, Tamil Nadu, Uttar Pradesh, and Andhra Pradesh
along with Delhi account for over 55% of individual consignments.
Table 14: Destination of Parcels, EPP Customers
2011 (%)
Destination
2012 (%)
Individual
Establishment
Individual
Establishment*
Maharashtra
13%
20%
14%
34%
Delhi
10%
11%
8%
32%
Karnataka
11%
7%
9%
18%
Tamil Nadu
8%
9%
11%
17%
West Bengal
5%
4%
6%
15%
Andhra Pradesh
4%
5%
5%
15%
Uttar Pradesh
12%
13%
9%
12%
Kerala
3%
3%
4%
11%
Bihar
4%
2%
3%
11%
Gujarat
7%
4%
4%
10%
* Combined figure for top three destinations, establishments send consignments to. 2011 and 2012
figures are not strictly comparable.
In 2012 survey, the questions related to establishment customers were modified to better
reflect their usage patterns. A single transaction/ pick up from an establishment customer may
involve multiple shipments to different destinations. Therefore information relating to top three
destinations that establishment customers send shipments to was collected in the second
round.
The five states of Maharashtra, Karnataka, Tamil Nadu, West Bengal and Andhra Pradesh along
with Delhi are the top destinations for establishments. These are the largest states in the
country in terms of GDP and they are the hubs of manufacturing and commerce in the country.
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Most of the companies have their establishment offices in capitals of these states. This explains
the reason for large parcel movements between these states.
Table 15: Type of Destinations, EPP Customers
Type of Destination
2011 (%)
2012 (%)
Individual
Establishment
Individual
Establishment*
Metro City
41%
32%
30%
52%
25%
26%
26%
43%
District Headquarters/Towns
33%
38%
38%
37%
Rural/Village
1%
3%
6%
8%
* Combined figure for different types of destinations, establishments generally send consignments to.
On the whole, EPP continues to be an urban phenomenon with metros and capitals forming the
major destination categories. However when compared to previous year, the share of metros
has dropped in the individual category while share of rural areas and district headquarters have
gone up a little. This indicates that EPP is increasingly being used to reach interior
locations. This reflects positively on India Posts delivery network strength.
Weight of Parcel
2011 (%)
2012 (%)
Individual
Establishment
Individual*
Establishment
< 2 kg
75%
60%
53%
33%
2 kg to 5 kg
21%
19%
34%
36%
5 kg to 10 kg
3%
10%
8%
15%
10 kg to 35 kg
1%
11%
4%
11%
* 2012 data for individuals is for types of parcel last sent as against most sent for 2011.
As observed last year, individuals continue to send < 5 kg shipments mainly. More
than 85% of respondents sent parcels less than 5 kg in their last consignment.
In the case of establishments, the bulk of consignments sent have a fairly equal mix
of less than 2 kg and 2 to 5 kg consignments. The proportion of 5 to 10 kg consignments
has increased slightly.
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Reason
High Reliability
High Speed
Low Cost
Great Reach
Easy And Hassle-Free
Mandatory
Door To Door Service
Availability Of Tracking
Associated Services
(Packing, Insurance etc)
Not aware of other options
2011 (%)
2012 (%)
Individuals
56%
13%
12%
4%
7%
-6%
1%
Establishments
62%
6%
14%
6%
5%
-3%
1%
Individuals
43%
15%
22%
5%
7%
0%
2%
<1%
Establishments
41%
13%
13%
11%
7%
6%
1%
1%
1%
3%
0%
1%
0%
0%
1%
--
For individuals, low cost has emerged as the next most important reason. High speed is not
strongly attributed to EPP.
For establishments, greater reach and low cost are the major reasons for choosing EPP.
2011 (%)
Individuals
25%
24%
Establishments
32%
20%
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India Post
Office Nearby
Low Speed
Procedure Oriented
Long Queues
Poor Customer Service
Working hours not convenient
Not able to Track
High Cost
Low Reliability
Lack of information
Packing Facility
Collection Facility
Low Discounts
IMRB International
22%
20%
1%
0%
-19%
6%
2%
0%
0%
0%
N. A.
29%
24%
2%
0%
-18%
4%
7%
2%
1%
1%
--
2012 (%)
Individuals
--
Establishments
--
17%
16%
41%
26%
45%
24%
20%
13%
20%
15%
0%
17%
0%
N. A.
24%
35%
10%
18%
0%
8%
22%
8%
Based on the many verbatim responses obtained in 2011, this question was changed to include options
like low discounts, working hours not convenient. The options of long queues, counter staff not helpful
and procedure oriented were inter related and combined into a single option. Further this question was
only asked to respondents who felt EPP services was not upto the mark and therefore reflects
disadvantages pointed out by these customers rather than general perceptions across all customers.
The main disadvantage perceived by individuals is low speed and experience at the post
office is full of hassles (Inconvenient working hours, long queues, counter staff not
helpful and procedure oriented). In the case of establishments the above two along with
not able to track are perceived as top disadvantages.
Since Speed is not the USP of EPP, customers need to be educated on what can be expected
from EPP to prevent unfair comparison with Speed Post or other premium courier services.
Reliability and low cost, the strengths of EPP need to be promoted actively.
India Post needs to upgrade its customer handling services and tracking facilities.
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2011 (%)
Individuals
41%
37%
36%
47%
36%
24%
20%
17%
16%
Establishments
43%
31%
40%
49%
43%
26%
28%
25%
17%
2012 (%)
Individuals
46%
23%
34%
43%
30%
18%
24%
15%
17%
Establishments
61%
46%
55%
50%
36%
27%
49%
31%
8%
Compared to 2011, the awareness levels have improved for all value added services for
establishment customers. In the case of individual customers, except for POD and tracking,
awareness for all other services has dropped. The reason for drop could be because EPP is not
drawing in repeat customers and the needs of individual customers could be one-off as
compared to the regular needs of establishments. More effort needs to be put in to popularize
services like VPP and retail parcels which are designed with individuals in mind.
In the case of establishments, awareness level has improved across all categories which is an
encouraging sign. The BNPL scheme and door to door service can be promoted further amongst
establishment customers.
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The table below shows the usage of value added services amongst customers.
Table 21: Usage of Value Added Services, EPP
VAS Awareness
Proof of Delivery
Door to door service
VPP (Cash on Delivery) facility
Insurance
Web Tracking
Book Now Pay Later Scheme
Retail Parcels
Express Parcel Post Account
2011-%
Individuals
19%
16%
12%
6%
6%
-4%
22%
Establishments
22%
14%
12%
6%
8%
13%
5%
27%
2012-%
Individuals
22%
10%
6%
6%
6%
-5%
17%
Establishments
31%
13%
16%
9%
21%
8%
8%
34%
The usage of value added services have reduced compared to previous year for individuals. For
establishments, this has improved and it is an encouraging sign.
Services like VPP and Retail parcels and door to door service need to be promoted amongst
individuals as they are most relevant to them.
Players
Express Parcel Post
Blue Dart
DTDC
Gati
Indian Railways, Parcel Service
Blaze Flash
AFL
Safexpress
TNT
Track On
VRL Parcel Service
ABT Parcel Service
I. B. Courier
2011 (%)
Individuals
100%
91%
86%
52%
-4%
39%
36%
27%
--22%
16%
Establishments
100%
90%
85%
53%
-8%
32%
38%
29%
--28%
14%
2012 (%)
Individuals
100%
81%
82%
33%
44%
40%
28%
18%
18%
17%
13%
16%
8%
Establishments
100%
93%
88%
56%
53%
41%
38%
37%
31%
28%
21%
17%
6%
Based on previous round of survey, a few additional options like Indian Railways, VRL Parcel Service and
Track On were introduced.
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India Post
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Similar to last year, the companies with the highest awareness levels are Blue Dart and
DTDC. This is followed by Indian Railways and Gati. The awareness levels have dropped for
AFL, Safexpress and TNT amongst individual customers. Regional players like Track On, VRL
Parcel service and ABT parcel service have good awareness levels in their regions of operation.
Table 23: Use Other Service Providers, EPP Customers
Usage
2011-%
Yes
No
Individuals
38%
62%
2012-%
Establishments
60%
40%
Individuals
31%
69%
Establishments
56%
44%
Compared to last year, the percentage of customers using only EPP for their small
parcel needs has gone up for both individual and establishment segments. This is an
encouraging sign for India Post.
The following table lists the service providers considered best used by EPP customers.
Table 24: Top Best Service Providers, EPP Customers
Considered Best
Express Parcel Post
DTDC
Blue Dart
Gati
Blaze Flash
Indian Railways
Others
2011 (%)
Individuals
84%
2%
6%
0%
2%
-0%
Establishments
60%
7%
11%
1%
4%
-2%
2012* (%)
Individuals
41%
17%
24%
2%
2%
4%
0%
Establishments
36%
21%
20%
4%
2%
1%
1%
* 2012 percentage reflects the consideration of best providers among customers who use multiple service
providers as against all customers in 2011.
Among the customers who use multiple service providers, 2/5th of individuals consider EPP to be
best. The figure for establishment customers is slightly lower at 36%.
In case of customers who use only EPP service, 95% individuals and 91%
establishments consider it to be the best. Taking this into account, overall 78% of
individual customers and 60% of establishment customers consider EPP to be the
best. When compared to previous year there is a slight drop in the percentage of individual
customers considering EPP to be best.
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India has a strong customer base with majority considering it to be best. It should capitalize on
this image and use it to promote its services and rope in new customers. More focus is
required on improving experience of existing establishment customers.
Amongst competing services, Blue Dart and DTDC are considered best.
Service Provider
DTDC
Blue Dart
Express Parcel Post
Gati
Indian Railways
Blazeflash
Safexpress
AFL
Track On
TNT
VRL Parcel Service
I. B. Courier
Murthy Courier
2011 (%)
Individuals
86%
87%
61%
53%
--30%
33%
-19%
-16%
Low
Establishments
93%
96%
70%
66%
--46%
50%
-49%
-13%
Low
2012 (%)
Individuals
81%
86%
77%
35%
59%
40%
20%
28%
25%
20%
14%
11%
17%
Establishments
91%
90%
66%
61%
60%
56%
47%
45%
44%
31%
13%
10%
10%
When we look at value added services, the awareness levels among establishment customers
have dropped for all services except insurance. A similar situation is observed with individuals
as well with awareness levels remaining low.
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reason for considering a provider to be best, especially for individual non customers.
This is similar to the situation observed last year. The non customer segment is
willing to pay more for premium services.
2011 (%)
2012 (%)
Individuals
57%
Establishments
62%
Individuals
48%
Establishments
54%
35%
25%
42%
24%
24%
24%
6%
21%
13%
-1%
--
31%
29%
5%
27%
20%
-4%
--
14%
15%
30%
24%
24%
16%
NA
0%
25%
17%
-27%
0%
23%
--
--
6%
3%
--
--
6%
22%
The last three options along with low discounts were added in round 2.
India Post EPP service can work on the above areas to further improve its performance among
non customers.
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Thus express parcel services would be premium service when compared to standalone
transportation service like trucking or simply warehousing.
This market is estimated to be around Rs. 1,190 crores in FY 2011. Among the different states,
Maharashtra tops the list and accounts for nearly 15% of the total market. It is followed by
Andhra Pradesh, Uttar Pradesh and Tamil Nadu each of which accounts for 8-8.6% of the
market.
The rapidly growing online retail industry, whose revenues are estimated to reach 8.8 billion
USD, is throwing up more opportunities for courier/parcel companies. The courier companies
are moving towards providing sophisticated software interfaces for integrated shipments status
and for providing service like cash on delivery and card on delivery. Meanwhile parcel services
companies target emerging portals which sell non-urgent, non perishable goods.
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In terms of consignment volumes also, India Post is in the second position. The overall volume
in terms of consignments is in the region of 170 to 190 million consignments. Amongst the top
players, Indian Railways has the highest volume share of 17 to 19%. It is followed by India
Post with a volume share of 5.0 to 6.0%. Both volume and value shares have increased for
India Post.
Compared to 2011, the internet penetration levels have improved. As more people get
connected to internet option like price and transit time finder, volumetric weight calculator for
parcels would be important.
Similar to 2011, a considerable number of EPP establishment customers are from the Education
& Publishing (13 %), Financial Services (13%) and Retail (9 %) sectors. Among the non
customers, the major sectors are textile, retail and pharma. Pharma companies would be using
parcel services for shipping samples
In 2012, the top ten destinations for EPP are Maharashtra, Delhi, Karnataka, Tamil Nadu,
West Bengal, Andhra Pradesh, Uttar Pradesh, Kerala, Bihar and Gujarat. This is the same as
previous year with slight increase/ decrease in percentages accounted by each state.
More than 80% of the parcels sent by individuals weigh less than 2 kgs. Only 2% are greater
than 10 kgs. While individuals mainly send parcels less than 5 kg, establishment shipments are
a mix of different weights.
High Reliability continues to be the No. 1 reason for EPP being the preferred mode of sending
parcels among customers. Associated services like packing and insurance are rated the lowest.
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This may be because of the small size of parcels. For individuals, low cost has emerged as the
next most important reason. High speed is not strongly attributed to EPP.
The main disadvantage perceived by individuals is low speed and experience at the post office
is full of hassles (long queues, counter staff not helpful and procedure oriented). In the case of
establishments the above two along with not able to track are perceived as top
disadvantages.
Compared to 2011, the awareness levels have improved for all value added services for
establishment customers. In the case of individual customers, except for POD and tracking,
awareness for all other services has dropped. The reason for drop could be because EPP is not
drawing in repeat customers and the needs of individual customers could be one-off as
compared to the regular needs of establishments. More effort needs to be put in to popularize
services like VPP and retail parcels which are designed with individuals in mind.
78% of individual customers and 60% of establishment customers consider EPP to be the best.
When compared to previous year there is a slight drop in the percentage of individual
customers considering EPP to be best. Amongst competing services, Blue Dart and DTDC are
considered best.
Among non customers, the main reasons for considering a provider to be best are high speed,
reliability, door to door service and reach. Low cost is not a major reason for considering a
provider to be best, especially for individual non customers. This is similar to the situation
observed last year. The non customer segment is willing to pay more for premium services.
7.2 RECOMMENDATIONS
7.2.1 PRODUCT
The product has all the required features. We do not recommend any changes to the product
features.
The only small change that can be made is to mention explicitly the number of days it would
take for a consignment to reach from one location to another, in form of a table. This will
enable customers to realize that EPP uses surface transport and is not meant to be used for
urgent shipments.
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The product has all the required features. We do not recommend any changes to the product
features. The only small change that can be made is to mention explicitly the number of days it
would take for a consignment to reach from one location to another, in form of a table. This will
enable customers to realize that EPP uses surface transport and is not meant to be used for
urgent shipments.
Apart from the existing product the following new product verticals are suggested.
Implementation:
India Post needs to tie-up with post graduate and large undergraduate institutions across India,
especially in medium cities. The institutions should be chosen in such a way that they have
+150 students with on campus hostels.
Discounts on bulk shipments (e.g. 50+) and minimum number of shipments for hostel pick up
(e.g. 20) need to be informed in advance and should be decided based on college type.
Typically undergraduate institutions will have a much larger student population than stand-
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alone post graduate institutions. The institute can have an account with India Post through
which the students can pay.
At the end of academic year, the number of students requiring the parcel service would be
intimated to India Post. At the designated day, pick-up truck with extra department employees
can be sent to the institution to pack and book the shipments. The flat rate box would be
especially attractive for long distance shipments.
In general, there would be no urgency or frills associated with such shipments and EPP would
be ideally suited as a low cost service to cater to this segment.
E.g. of educational institutions which can be targeted is given below:
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7.2.1.2 E-COMMERCE
Product Proposition:
The Economist
- ASSOCHAM- FORRESTER Report on Trends in E-commerce in India
- Forbes India Magazine
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Customers travel to these shops and buy goods; there is no need for courier or parcel services
in the process. However, in online retail, individual customers get their delivery through small
lots shipped through courier or parcel services. Therefore, online retail is expanding the base
for courier and parcel services.
Travel
Travel
Agents
E.g. Yatra
Transport
Operators
E.g. Bus Operators
Airlines
Railways- IRCTC
Retail
Rentals/
Hospitality
E.g. Ezeego
Direct
sellers
Facilitators
E.g. Ebay
Pure
Online
E.g. Flipkart
Store +
Online
E.g. Mobile Store
The major online shopping portals offering pan India services are based out of NCR, Mumbai
and Bangalore. Apart from these there are a number of regional players who offer services only
within respective states or cities e.g. gifts2guntur.com
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In the retail segment, the major product categories sold are: Apparel, Consumer goodselectronics (mobiles, watches, camera), jewelry, cosmetics, durables, footwear, stationery etc.,
Food products, Sports outdoor equipment, Home furnishing.
Apparel is the fastest growing sub-category in India and reaches 13.4% of online users 5. This is
followed by the consumer goods category.
Opportunities for Parcel Services Companies
This growing market is throwing up opportunities in the delivery sector for logistics companies
with strong network and sophisticated IT integration capabilities. The portals require integration
of shipment status information into their websites as well as well trained staff and use of GPS
enabled devices for services such as cash on delivery and card on delivery.
Features:
Weather-proof packaging
Implementation:
Speed Post and Express Parcel Post need to be involved in joint business
developm ent. W hen custom er requires fast delivery the account needs to be
serviced by Speed Post. If custom er is looking for value for m oney and needs to ship
non-urgent non-perishable goods, the account needs to be serviced by Express
Parcel Post. Apparel category is ideally suited for EPP.
The postal circles in each state can target e-commerce portals in the medium cities/ emerging
portals in each state offering apparel as the main category or as one of the category of
products. Large national players can be handled out of Delhi/Bombay through a single national
account.
Dedicated accounts executives need to be appointed for every e-commerce account in the
state. This is to be done to overcome the main issue faced by e-commerce portals i.e., the
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inability to resolve issues in case of loss/damage. Private players have a single point of contact
for every key account which helps in hassle free complaints handling and resolving. Whereas, in
case of India Post, there multiple departments to follow up with which makes the resolution of
complaints full of hassles and create more concern than the actual loss itself.
Further larger private player offer Application Program Interfaces to integrate shipment tracking
details into the e-commerce portal and consolidated distribution status is also made available to
the clients. This further reduces loss. This feature can be implemented by India Post and
promoted heavily to win accounts.
The existing VPP service can be tweaked and promoted as cash on delivery service and
collection terms need to be negotiated and fixed accordingly with each portal.
Given below are some of the apparel portals that can be targeted. In cases where India Post is
already being used for servicing remote locations, more routes in medium cities need to be
captured.
Large National Players
Other Players
myntra.com
jabong.com
zovi.com
yebhi.com
basicslife.com
majorbrands.in
utsavfashion.in, Rajasthan
jaipuronline.biz, Rajasthan
palamsilks.com, Tamil Nadu
rock.in, Karnataka
ladybug.in, Haryana
Packers & Movers within the logistics industry to cater to this segment E.g. Agarwal Packers
and Movers and Safexpress. EPP with its strong network can consider entering this segment,
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Van
Truck
Within city
Up to 500 km
501-1000 km
1001-2000 km
> 2000 km
Bridal Relocation
Implementation:
The GPO/HPO in every town should have booking counter, where people can book vans or
trucks based on their requirements. Alternatively booking orders through telephone/ online
booking facilities are to be made available in larger towns. Based on the requirements a
tentative quote is to be given to customer and later billed according to actual weight and
distance.
Bridal Relocation-This service is to be targeted at newly-weds for transporting articles from
the brides to the grooms. This is to be offered as premium variation of the packers and
movers service. Silverware and other house-hold items are to be packed and transported in
secure containers with GPS tracking facilities. Since safety and security is very important in such
cases, the Trusted Government Brand image can be used to promote this service.
7.2.2 PLACE
The area which requires action is the experience at post office. Up-gradation of services is
required in terms of facilities like packing, glue & pens, providing change and increasing counter
time and number.
Since express parcel post is largely used by regular account holders who are businessmen,
establishments, more booking kiosks need to be opened in and around commercial areas in the
each city. This would help rope in more customers from the textile and retail sectors.
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Since establishments send parcels in the late evening, these special booking kiosks can be kept
open from 4:00 -9:00 pm in zones of high commercial concentration. The bookings can be
picked up every evening by the delivery truck. Since speed is not associated with this service,
the bookings made after delivery van rounds can be picked up the next day.
Since EPP is already competitively priced, this would ensure that customers do not go to
competition due to convenience of booking or hassle free experience.
7.2.3 PROMOTION
The major points to be noted are that top reasons for choosing EPP are reliability along with
low cost and greater reach. These points need to be emphasized in promotions to rope in non
customers. The main disadvantages perceived are low speed and hassles at the post office.
Since speed is not the USP of EPP, no action is required on this front. Awareness campaigns
should highlight the nature of service (by road) focusing on reliability and should specify clearly
the time limit within which consignment will reach.
In the case of individual customers, except for POD and tracking, awareness for all other
services has dropped. More effort needs to be put in to popularize services like VPP and retail
parcels which are designed with individuals in mind.
Since EPP is mainly used by establishments, more promotional offers need to be directed at
small establishments to convert them into regular account holders.
7.2.4 PRICE
EPP is highly competitively priced. Though it is positioned in between pure trucking services and
express courier services, it is much closer in pricing to the latter.
The following illustration compares the retail pricing of express parcel post with competition.
E.g. For sending a two kg retail parcel from Chennai Trichy (<500 km) following would be the
charges,
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Player
Charges
56
450
240
30
150
150
Apart from shipping charges and service players like Safexpress and Gati also levy additional
charges like docket charges and entry taxes for certain locations. Further the minimum
chargeable weight for players like Gati, Safexpress is 20kg. This is also the case with transport
operators like KPN and other regional parcel service operators like ARS parcel services. EPP is
thus positioned closer to Railways in the case of small weight parcels and up to 500km.
When we look at heavier parcels, e.g. 20kgs and longer distances, the pricing of EPP comes
closer to the express operators like Gati. This is because the larger players offer flat rate boxes
at 20 kg which makes the service economical. E.g., Gati Laabh, Safexpress Campus2home.
Prices for sending a 20kg parcel from Chennai to Delhi are given below.
Table 28: Pricing Scenario 2
Player
Express Parcel post
Gati*
Safexpress*
ARS Parcel Service
Charges
415
450
320
900
EPP is very competitively priced in the retail segment for both short and long distances in the
smaller weights category. We do not recommend any changes to the pricing. An increase in
service levels and up-gradation of facilities is required to help rope in more retail customers if a
price increase is contemplated.
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8 ANNEXURE
8.1 QUESTIONNAIRE USED FOR THE STUDY
TARGET CONTACT
Type of Interview
Code
1
2
3
4
5
Routing
GO TO QUESTION 3
GO TO QUESTION 1
ADMINISTER C1, C2, C3
GO TO QUESTION 2
GO TO QUESTION 2
Good _____ I am _____ from IMRB International, one of the premier market research organizations in India. We
regularly conduct studies which help in understanding customers so that better products and services could be
developed for you. We are currently doing a study to understand usage practices of Express Parcel Post (EPP) service
of India Post. This study is being sponsored by India Post [SHOW LETTER FROM I N DI A POST I F REQUI RED]. I
would require about 15 20 minutes of your time.
SECTION A: RECRUITMENT & CLASSIFICATION
First of all, we thank you for agreeing to participate in the study and providing us with your valuable time.
1)
a)
To begin with, have you sent any parcels to domestic locations in the last six months?
Yes
No
b)
Have you used Express Parcel Post Service (EPP) of India Post at least once during the past 6 months?
Yes
No
2)
a)
1
2
Have you used Express Parcel Post Service (EPP) of India Post at least once during the past 6 months?
Yes
No
3)
1
2
To begin with, have you sent any parcels to domestic locations in the last six months?
Yes
No
b)
1
2
1
2
Could you tell me if you are using Express Parcel Post (EPP) for? [READ OUT OPTIONS]
Personal use
Official or business use
1
2
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QUOTA TABLE
Individual, Customer
Individual, Non Customer
Establishment, Customer
Establishment, Non Customer
1
2
3
4
SECTION B: INDIVIDUALS
SUB SECTION B1: DEMOGRAPHIC PROFILE
[READ OUT] I will start by asking some general details about you.
4)
May I know if you are the sender or acting on the senders behalf? [ASK THIS QUESTION ONLY FOR POST
OFFICE INTERCEPT. SINGLE CODING ONLY]
Sender
Acting on senders behalf
1
2
[FOR Q 5, DETAILS TO BE COLLECTED ABOUT THE ACTUAL CUSTOMER; WHO COULD BE DIFFERENT
FROM RESPONDENT]
5)
a)
b)
May I know the gender of the sender? [CODE YOURSELF. DO NOT ASK IF CODE 1 IN Q 4]
Male
Female
c)
d)
1
2
May I know the educational qualifications of the sender? [SINGLE CODE ONLY]
May I know the educational qualifications of the Chief Wage Earner in the senders family? [SINGLE
CODE ONLY]
Illiterate
School up to 4 years
School 5 to 9 years
X / XII standard
Diploma holder or equivalent but not graduate
Graduate - General
Graduate - Professional
Post Graduate - General
Post Graduate - Professional
Q 5.c
Sender
1
2
3
4
5
6
7
8
9
Q 5.d
CWE
1
2
3
4
5
6
7
8
9
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e)
f)
IMRB International
May I know the occupation of the sender? CODE BELOW. SINGLE CODE ONLY]
May I know the occupation of the Chief Wage Earner in the senders family? [CODE BELOW. SINGLE
CODE ONLY]
Unskilled Worker
Skilled Worker
Petty Trader
Shop Owner
Businessman (Zero Employees)
Businessman (1 to 9 Employees)
Businessman (> 10 Employees)
Self Employed Professional
Clerk / Salesman
g)
h)
Q 5.e
Sender
01
02
03
04
05
06
07
08
09
Q 5.f
CWE
01
02
03
04
05
06
07
08
09
Supervisors
Officers Junior Level
Officers Middle Level
Officers Senior Level
Student School
Student College and above
Housewife
Retired
Unemployed
Q 5.e
Sender
10
11
12
13
14
15
16
17
18
Q 5.f
CWE
10
11
12
13
14
15
16
17
---
A government employee
i)
1
2
a)
What is the first name/service that comes to your mind for domestic parcel delivery by surface mode
(Trains, Truck)? [DO NOT PROMPT. SINGLE CODING ONLY]
b)
What are the other names/services that you are aware of for domestic parcel delivery by surface mode?
[DO NOT PROMPT. MULTIPLE CODING POSSIBLE]
c)
I shall now read out some other names/services. Which of these are you aware of? [READ OUT LIST OF
OPTIONS NOT MENTIONED BY RESPONDENT IN PARTS (a) AND (b). MULTIPLE CODING
POSSIBLE]
d)
Which service provider did you use for the last domestic parcel (< 50 kg) you sent? [READ OUT LIST
OF OPTIONS. SINGLE CODE ONLY].
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Q 6.a
First
Mention
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Q 6.b
Unaided
Q 6.c
Aided
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Q 6.d
Used ,
Last Time
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
7)
May I know the destination of the last domestic parcel you sent, by surface?
_____________________________ [WRITE THE PLACE NAME VERBATIM]
8)
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
Nagaland
Orissa
Punjab
Rajasthan
Sikkim
Tamil Nadu
Tripura
Uttar Pradesh
Uttarakhand
West Bengal
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
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9)
IMRB International
How would you classify the destination, from the following options? [ASK RESPONDENT IF ITS NOT CLEAR
ON HOW TO CLASSIFY DESTINATION] [READ OUT OPTIONS]
Metro City ( Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad )
State Capitals/Medium Cities (E.g. Patna, Coimbatore etc)
District Headquarters or Towns
Rural Areas, Village
1
2
3
4
10) What was the weight of the last parcel you sent? Was it....? [READ OUT OPTIONS]
<2
2 kgs to 5
5 kgs to 10
10 kgs to 35
35 kgs to 50
> 50
kgs
kgs
kgs
kgs
kgs
kgs
1
2
3
4
5
6
11) What was the content of the last parcel you sent?
Books, Magazines
CDs, DVDs etc.
Consumer Durables
Document Bundles
Garments & Textiles
Gift Articles
Household Utensils & Similar Items
Other Food Items, FMCG Products
Powders, Pastes, Pickles
Samples
01
02
03
04
05
06
07
08
09
10
a)
b)
You have the option of using other parcel services. Why do you use Express Parcel Post (EPP) service from
India Post? [MULTIPLE CODING POSSIBLE]
Of these reasons, which is the most important? [SINGLE CODING ONLY]
Q 12.a
All Reasons
01
02
03
04
05
06
07
08
09
10
Q 12.b
Most Imp.
01
02
03
04
05
06
07
08
09
10
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13)
a)
IMRB International
Since last year, has your usage of Express Parcel Post (EPP)? [READ OUT OPTIONS]
Increased
Stayed the same
Decreased
b)
1
2
3
What is the reason for drop in usage of Express Parcel Post (EPP)?
I am not sending as many parcels
I use other service providers. They are better than Express Parcel Post.
Prices have gone up, so Ive cut down my usage.
1
2
3
a)
b)
1
2
When do you use Express Parcel Post (EPP) and when do you use other service providers? [SINGLE
CODE ONLY]
BASED ON TIME
A
B
C
D
E
F
c)
Express
Parcel
Post
Other
Service
Providers
No
Particular
Preference
1
1
2
2
3
3
1
1
1
2
2
2
3
3
3
Urgent delivery
BASED ON CRITICALITY OF SHIPMENT
High value shipments
Confidential shipments
BASED ON DESTINATION
Top Metros, State Capitals
Districts, Towns
Rural Areas
You said that you have used different domestic parcel service providers. Can you please tell me, which of
these is the best? [SINGLE CODING ONLY]
ABT Parcel Service
AFL
Blazeflash
Blue Dart
DTDC
Express Parcel Post (India Post)
Flyking
Gati
I.B. Courier
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
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d)
IMRB International
You said that ________ [PREVIOUS QUESTON] is the best for domestic parcel delivery (< 50 kg). Why
do you say so?
High reliability (Consignment will reach safely)
High speed
Post office is located nearby
Easy and hassle free experience at Post Office
Availability of tracking
Door to door service
Greater reach
Low cost
Associated services (Packing etc.)
1
2
3
4
5
6
7
8
9
a)
Do you think Express Parcel Post (EPP) is the best option for parcel delivery (<50 kg) to domestic
locations?
Yes
No
b)
1
2
1
2
3
4
5
6
7
8
a)
b)
Are you aware of the following services offered by Express Parcel Post (EPP)?
Have you used any of the following services offered by Express Parcel Post (EPP)?
Services
VPP (Cash on Delivery) facility
Book Now Pay Later Scheme
Proof of Delivery
Express Parcel Post Account
Insurance
Web Tracking
Retail Parcels
Door to door service
I dont know of these services
Q 16.a
Awareness
1
2
3
4
5
6
7
8
9
Q 16.b
Used
1
2
3
4
5
6
7
8
9
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You said that you have used different parcel service providers.
17) Could you tell me which of the following service providers do you consider to be the best for sending domestic
parcels (< 50 kg)? [SINGLE CODING ONLY]
ABT Parcel Service
AFL
Blazeflash
Blue Dart
DTDC
Flyking
Gati
I.B. Courier
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
1
2
3
4
5
6
7
8
9
a)
Can you please tell me why you havent used Express Parcel Post (EPP) Service from India Post during last
6 months?
Not able to track
Non-availability of post office nearby
Low reliability (Not sure if consignment will get delivered safely)
Low speed
Too many hassles (Procedure oriented, long queues, counter staff not helpful)
High cost
Working hours not convenient
Absence of any facilities in post office like packing, pens, glue etc.
Not aware
1
2
3
4
5
6
7
8
9
79
India Post
b)
IMRB International
Would you be willing to use India Post Express Parcel Post (EPP) service in the future?
Yes
Maybe
No
Dont Know / Cant Say
c)
1
2
3
4
What improvements would you like to see in Express Parcel Post (EPP) service?
_______________________________________________________________________________________________
_______________________________________________________________________________________________
[THANK & TERMINATE]
SECTION C: ESTABLISHMENTS
SUB SECTION C1: PROFILING INFORMATION, ESTABLISHMENTS
20)
a)
May I know the approximate number of employees at your firm? [APPROX. FIGURE FOR WHOLE
COMPANY]
_____________________ Nos.
b)
1
2
3
4
GO TO Q 21
GO TO Q 22
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
1
2
80
India Post
IMRB International
market.
23)
a)
What is the first name/service that comes to your mind for domestic parcel delivery by surface mode
(Trains, Truck)? [DO NOT PROMPT. SINGLE CODING ONLY]
b)
What are the other names/services that you are aware of for domestic parcel delivery by surface mode?
[DO NOT PROMPT. MULTIPLE CODING POSSIBLE]
c)
I shall now read out some other names/services. Which of these are you aware of? [READ OUT LIST OF
OPTIONS NOT MENTIONED BY RESPONDENT IN PARTS (a) AND (b). MULTIPLE CODING
POSSIBLE]
d)
Which service provider did you use for the last domestic parcel (< 50 kg) you sent? [READ OUT LIST
OF OPTIONS. SINGLE CODE ONLY].
Q 23.a
First
Mention
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Q 23.b
Unaided
Q 23.c
Aided
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Q 23.d
Used , Last
Time
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
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India Post
25)
a)
IMRB International
Which are the top three states you send parcels (< 50 kg) to?
State
Andhra Pradesh
Arunachal Pradesh
Assam
Bihar
Chhattisgarh
Goa
Gujarat
Haryana
Himachal Pradesh
Jammu and Kashmir
Jharkhand
Karnataka
Kerala
Madhya Pradesh
Maharashtra
Manipur
Meghalaya
Mizoram
b)
No. 1
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
No. 2
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
No. 3
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
State
Nagaland
Orissa
Punjab
Rajasthan
Sikkim
Tamil Nadu
Tripura
Uttar Pradesh
Uttarakhand
West Bengal
Andaman and Nicobar Islands
Chandigarh
Dadra and Nagar Haveli
Daman and Diu
Delhi
Lakshadweep
Puducherry
No. 1
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
No. 2
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
No. 3
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
How would you classify the most common destination, from the following options?
Metro City ( Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad )
State Capitals/Medium Cities (E.g. Patna, Coimbatore etc)
District Headquarters or Towns
Rural Areas, Village
1
2
3
4
82
India Post
26)
a)
b)
IMRB International
What is the weight of the parcels you usually send? [READ OUT OPTIONS, MULTIPLE CODING
POSSIBLE]
What is the weight of the parcel you send most often? [SINGLE CODING]
<2
2 kgs to 5
5 kgs to 10
10 kgs to 35
35 to 50
Q 26.a
All Sent
1
2
3
4
5
kgs
kgs
kgs
kgs
kgs
Q 26.b
Most
1
2
3
4
5
a)
b)
You have the option of using other parcel services. Why do you use Express Parcel Post (EPP)?
[MULTIPLE CODING POSSIBLE]
Of these reasons, which is the most important? [SINGLE CODING ONLY]
Q 27.a
All Reasons
01
02
03
04
05
06
07
08
09
10
Q 27.b
Most Imp. Reason
01
02
03
04
05
06
07
08
09
10
a)
Since last year, has your usage of Express Parcel Post (EPP)? [READ OUT OPTIONS]
Increased
Stayed the same
Decreased
b)
1
2
3
What is the reason for drop in usage of Express Parcel Post (EPP)?
We are not sending as many documents/parcels
We use other service providers. They are better than Express Parcel Post.
Prices have gone up, so Ive cut down my usage.
1
2
3
83
India Post
29)
a)
IMRB International
b)
1
2
What percentage of shipments do you send via Express Parcel Post (EPP) as against other service
providers?
India Post
Others
Total
c)
100%
When do you use Express Parcel Post (EPP) and when do you use other service providers? [SINGLE
CODE ONLY]
BASED ON TIME
A
B
C
D
E
F
d)
Express
Parcel
Post
Other
Service
Providers
No
Particular
Preference
1
1
2
2
3
3
1
1
1
2
2
2
3
3
3
Urgent delivery
BASED ON CRITICALITY OF SHIPMENT
High value shipments
Confidential shipments
BASED ON DESTINATION
Top Metros, State Capitals
Districts, Towns
Rural Areas
You have used Express Parcel Post (EPP) as well as other parcel service providers. Can you please tell me,
which of these is the best service provider? [SINGLE CODING ONLY]
ABT Parcel Service
AFL
Blazeflash
Blue Dart
DTDC
Express Parcel Post (India Post)
Flyking
Gati
I.B. Courier
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
84
India Post
e)
IMRB International
You said that ________ [PREVIOUS QUESTION] is the best domestic parcel service provider. Why do
you say so?
High reliability (Consignment will reach safely)
High speed
Post office is located nearby
Easy and hassle free experience at Post Office
Availability of tracking
Door to door service
Greater reach
Low cost
Competitive discounts
Associated services (Packing etc.)
01
02
03
04
05
06
07
08
09
10
a)
Do you think Express Parcel Post (EPP) is the best option for small parcel delivery to domestic locations?
Yes
No
b)
1
2
01
02
03
04
05
06
07
08
09
10
a)
b)
Are you aware of the following services offered by Express Parcel Post (EPP)?
Have you used any of the following services offered by Express Parcel Post (EPP)?
Services
VPP (Cash on Delivery) facility
Book Now Pay Later Scheme
Proof of Delivery
Express Parcel Post Account
Insurance
Web Tracking
Retail Parcels
Door to door service
I dont know of these services
Q 31.a
Awareness
1
2
3
4
5
6
7
8
9
Q 31.b
Used
1
2
3
4
5
6
7
8
9
85
India Post
IMRB International
a)
You have said that you have used different domestic parcel service providers. Can you please tell me,
which of these is the best (< 50 kg)? [SINGLE CODING ONLY]
ABT Parcel Service
AFL
Blazeflash
Blue Dart
DTDC
Flyking
Gati
I.B. Courier
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
You said that ________ [PREVIOUS QUESTION] is the best domestic parcel service option. Why do you
say so?
High reliability (Consignment will reach safely)
High speed
Post office is located nearby
Easy and hassle free experience at Post Office
Availability of tracking
Door to door service
Greater reach
Low cost
Competitive discounts from other players
Associated services (Packing etc.)
01
02
03
04
05
06
07
08
09
10
01
02
03
04
05
06
07
08
09
10
1
2
86
India Post
IMRB International
35) Are you aware of the following services offered by Express Parcel Post (EPP)?
VPP (Cash On Delivery) Facility
Book Now Pay Later Scheme
Proof Of Delivery
Express Parcel Post Account
36)
a)
1
2
3
4
5
6
7
8
Would you be willing to use Express Parcel Post (EPP) service of India Post in the future?
Yes
Maybe
No
Dont Know / Cant Say
b)
Insurance
Web Tracking
Retail Parcels
Door To Door Service
1
2
3
4
What improvements would you like to see in Express Parcel Post (EPP) service from India Post?
_______________________________________________________________________________________________
_______________________________________________________________________________________________
[THANK & TERMINATE]
87