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Delivery lead times account to 52% of client satisfaction with logistics services in Russia

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. 

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 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.”