quantitative study on usage of postal services amongst ... · 4 background and objectives mercury...

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Quantitative Study on Usage

of Postal Services amongst

Romanian Residentials

2

Content

Background and Objectives Page 3

Methodology Page 5

Key Findings Page 7

Chapter I – Postal Services Awareness and Usage Page 12

Chapter II – Postal Services Providers 6

Chapter III – Substitutability

Page 65

Chapter IV – Demographic Profile Page 77

Background and Objectives

Methodology

Key Findings

Awareness and Usage of Postal

Services

Postal Services Providers

Substitutability

Demographic Profile

4

Background and Objectives

Mercury Research conducted between August-September 2015 a quantitative study regarding the usage of postal services amongst residentials, in Romania. The main objective of this study was to provide a set of relevant information about the usage of postal services.

The specific objectives of the study were to identify the followings:

• The types of postal services used over the last 12 months;

• The demographic profile of postal services users;

• The current postal services provider/providers whose services are used, and the criteria they are selected on;

• The frequency of usage of postal services, on services categories;

• The satisfaction with specific services provided by C.N.P.R. (National Company – Poșta Română), as an universal service provider;

• The satisfaction with postal services offered by providers, other than C.N.P.R.;

• The average spending on postal services, per year;

• The relevant criteria for choosing a specific type of postal services, offered by a certain postal services provider;

• Information about the previous behavior of users (if they changed their provider over the last 12 months; if so, how often; for what reasons; which were the barriers when they decided to make the replacement);

• The intention of changing the provider/providers over the next 12 months, the reasons for changing and the barriers anticipated;

• The users’ awareness about other postal services providers, and particularly about providers from their residence area;

• The substitutability between the postal services providers, for the same type of services;

• The substitutability between the postal services and electronic communication services;

• The substitutability between different types of postal services;

• The consumption behavior of end users, in case of increased prices for the postal services they use;

• The influence of certain socio-demographic and economic variables on the consumption behavior of the postal services users (correlations between variables).

Backgrounds and Objectives

Methodology

Key Findings


Services


Substitutability

Demographic Profile

6

Methodology

Respondents profile: Men and women over 16 years old, from urban and rural areas; who use postal services as senders; who are involved in the decision making regarding the acquisition and the use of postal services. The method used for collecting data: Computer Assisted Personal Interviews (CAPI). Sampling methodology: Multi-level random sampling, using the following sampling criteria: region; residence area (urban or rural), size of locality, gender, age groups. The size and the structure of the sample: Planned sample: 1425 interviews; Achieved sample: 1466 interviews;

Urban sample: 849 interviews; Rural sample: 617 interviews.

The detailed structure of the sample is presented in the Appendix. Period of data collection: August-September 2015 Results: Results were weighted at national level, by region, type of residence area, size of locality, gender and age groups, according to the structure of the 16+ population (data source: NIS)


Methodology

Key Findings


Services


Substitutability

Demographic Profile

8

Key Findings

Chapter I: Awareness and Usage of Postal Services

The top 3 best known postal services are also the most used ones: letter mails, national and international, with 85% awareness level, and 49% usage over the last 12 months; parcels, with awareness of 80%, and usage of 37%; and registered mails, with 77% awareness, and 29% usage.

The next best known services are postal money orders (with 61% awareness, and 17% usage), confirmation of deliveries (with 62% awareness, and 14% usage), and pay on deliveries (with 58% awareness, and 14% usage).

Insured mails, Express-courier services and addressed mails recorded awareness around 50%, and usage of less than 10%. The last position - considering awareness and usage criteria - is occupied by addressed mails (with 34% awareness, and 1% usage).

Generally, the postal services usage in urban areas is higher than in rural areas. The most significant differences are noticed for parcels (40% usage in urban areas, compared to 32% usage in rural areas), registered mails (10% usage in urban areas, compared to 4% usage in rural areas), pay on deliveries (19% usage in urban areas, compared to 6% usage in rural areas), confirmation of deliveries (18% usage in urban areas, compared to 9% usage in rural areas).

The usage incidence is directly correlated with the education level of the postal services users, in case of parcels, registered mails, insured mails, pay on deliveries and confirmation of deliveries.

Less than 10% of the total number of postal services users (as senders only) use at least one type of these postal services, more than once a month. For the majority of services, the most common usage frequency is several times per year.

The total average spending on postal services, amongst postal services users, is RON 87.3 per year, at national level: RON 106.2 per year, in urban areas, RON 56.5 per year, in rural areas.

9

Key Findings

Chapter II: Postal Services Providers

C.N. Poșta Română is by far the leader on the market, considering the spontaneous awareness (96% at national level), the prompted awareness (100%), and the awareness of the providers available in the respondents’ area of residence (97%). The second major player is Fan Courier Express, with 65% spontaneous awareness, 75% prompted awareness, and 45% awareness of the providers available in the respondents’ residence area, followed up by Urgent Cargus (44% spontaneous awareness, 56% prompted awareness, and 29% awareness of the providers available in the respondents’ residence area), and by Posta Atlassib Curier Rapid (32% spontaneous awareness, 46% prompted awareness, and 16% awareness of the providers available in the respondents’ residence area).

All the other providers achieved less important scores for awareness (less than 20% for spontaneous awareness, and below 30% for prompted awareness).

Generally, the postal services market is a low awareness one. At national level, on average, there are 3.2 providers mentioned spontaneously, and 4 providers mentioned prompted. As expected, in urban areas awareness is higher than in rural areas (on average, in urban areas there are 3.9 providers mentioned spontaneously, and 4.7 providers mentioned prompted; in rural areas there are 2.2 providers mentioned spontaneously, and 3 providers mentioned prompted).

Consistent with its leadership position on awareness, C.N. Poșta Română is leading also on usage, for all types of postal services. The ranking of the awareness top is replicated also in the usage top, for each postal services category. Thus, C.N. Poșta Română is followed, at a long distance, by Fan Courier Express, Urgent Cargus and Posta Atlassib Courier Rapid.

The satisfaction with the postal services providers is generally high, most of the providers getting scores over 8.4 (on a scale from 1 to 10).

10

Key Findings

Chapter II: Postal Services Providers (continued)

For each postal service category used, C.N. Poșta Română is chosen mainly due to its affordable prices (more than 50% of each service users mentioned C.N. Poșta Română as their choice).

The main differences between providers for specific categories of postal services, used nationally, are:

• For letter mail, national and international, Urgent Cargus and Fan Courier Express are chosen mainly because of their safety in delivery; these two providers achieved better scores than C.N. Poșta Română;

• For parcels, national and international, Urgent Cargus, Fan Courier Express and Posta Atlassib Curier Rapid, are chosen mainly because of the quality of their services, and next, because of their safe delivery; for quality, all the mentioned providers outperform C.N. Poșta Română, but on the safety criterion, only Urgent Cargus’s scores exceed those of C.N. Poșta Română.

• For registered mails and payments on deliveries, Fan Courier Express is chosen mainly for the quality of their services and for the safety in delivery (its scores are higher than those of C.N. Poșta Română).

The high satisfaction with postal services providers is reflected both by users’ past behaviors and by their intentions for the future. Most of the postal services users have never changed their provider (more than 80% of the users, for any type of services), and, at the same time, they have no intention to do that for the future.

As a result, the reasons for changing the provider are just a few, and they get insignificant scores.

The barriers in changing the providers – identified while analyzing the past behavior and the intentions regarding the future use of all the types of services – seem to be quite low, considering that users are satisfied about prices, did not experience delivery problems, and are satisfied with the providers’ staff. Almost one in three service users (except the users of express-courier services, which achieved lower scores), mentioned as a barrier in changing their providers, the lack of an alternative provider in the expedition area.

11

Key Findings

Chapter III: Substitutability of postal service

Under a scenario of a 10%-15% increase in prices, almost half of the users for a specific type of service will keep using that service, in the same way. Nationally, between 5%-16% of postal services users declare that they will no longer use a specific service, in case of such an increase.

Although the proportion of those who declare that they would use the service in the same way falls in case of an increase in prices with 20%-25%, the proportion of the users who would not use the service anymore is below 20%, nationally, for any type of service considered in the study.

In case of similar prices and quality, C.N. Poșta Română is the most-preferred provider for letter mails and parcels, mentioned by almost 8 in 10 users. The next preferred provider is Fan Courier Express, appreciated by 13% of users, and then follows Urgent Cargus, preferred by 4% of users, under similar price and quality.

In the event of a 10%-15% increase in prices for a specific service, more than half of users declared that they would continue to use the same service. The main types of possible replacements for letter mails, for parcels and for registered mails, are as follows:

• For letter mails: 5% of users would use electronic communication services, 3% would choose confirmation of delivery services, respectively express-courier services.

• For parcels sending: 15% of users would use courier services, 4% would choose confirmation of delivery parcels sending.

• For registered mails: 8% of users would opt for courier services, and 7% would choose express-courier services.


Methodology

Key Findings


Services


Substitutability

Demographic Profile

13

Awareness and Usage of Postal Services

85

47

80

77

53

48

58

62

61

34

49

2

37

29

8

4

14

14

17

1

Letter mails

Printed matter items

Parcels

Registered mails

Insured mails

Express courier services

Pay on delivery

Confirmation of delivery

Postal money orders

Addressed mails

Awareness

Usage over the last 12

months

U1. Which of the following postal services do you know? U2. And which of them did you use, as a sender, over the last 12 months? You personally, or somebody else in your household.

Base = all postal services users (n=1466)

%

14

Usage of Postal Services by Residence Area and by Size of Locality

National (n=1466)

Urban (n=849)

Bucharest (n=155)

Urban > 200K pop (n=154)

Urban 50-200K

pop (n=299)

Urban < 50K pop (n=241)

Rural (n=617)

49

2

37

29

8

4

14

14

17

1

49

2

40

30

10

5

19

18

18

28

4

39

32

18

6

49

17

21

2

48

2

48

35

13

7

18

21

17

2

54

3

39

32

9

6

12

23

19

55

1

37

24

6

2

13

11

16

49

1

32

27

4

3

6

9

15

1

Letter mails


Parcels

Registered mails

Insured mails


Pay on delivery


Postal money orders

Addressed mails

U2. And which of them did you use, as a sender, over the last 12 months? You personally, or somebody else in your household.

%

15

Usage of Postal Services by Age Groups

Național (n=1466)

16-24 years old (n=203)

25-34 years old (n=307)

35-44 years old (n=283)

45-54 years old (n=258)

55-64 years old (n=237)

65+ years old

(n=178)

49

2

37

29

8

4

14

14

17

1

52

1

39

18

5

11

22

10

11

1

42

3

41

26

7

4

17

12

15

1

50

2

37

32

9

2

14

15

18

1

47

2

35

35

10

2

10

17

18

54

1

38

32

5

4

8

16

23

1

55

1

28

29

12

4

13

19

15

1

Letter mails


Parcels

Registered mails

Insured mails


Pay on delivery


Postal money orders

Addressed mails


%

16

Usage of Postal Services by Education Levels

49

2

37

29

8

4

14

14

17

1

50

1

29

18

6

3

7

5

18

0

49

2

37

27

7

3

13

12

15

1

50

3

43

38

11

7

20

23

18

1

Letter mails


Parcels

Registered mails

Insured mails


Pay on delivery


Postal money orders

Addressed mails

National (n=1466)

Primary education

(n=291)

Medium education

(n=703)

Superior education

(n=472)


%

17

Frequency of Usage of Postal Services at National Level

9

1

7

6

2

1

6

4

4

0.3

35

1

26

18

4

2

6

8

11

0.2

5

5

5

2

1

2

2

2

Letter mails


Parcels

Registered mails

Insured mails


Pay on delivery


Postal money orders

Addressed mails

Several times a month Several times per year Less than once per year

U3. How often are used by you personally, or by other persons in your household, each of the following postal services?

The difference is represented by non-users


%

18

Frequency of Usage of Postal Services amongst Users at National Level


18 18 21 25 26

41 29

23

71 69 62 54 53

45 56 68

11 13 16 20 20 13 13 9

Letter mails(n=714)

Parcels(n=533)

Registered mails(n=420)

Insured mails(n=115)

Express- courier services

(n=59)

Pay on delivery(n=216)

Confirmationof delivery(n=219)

Postalmoney orders

(n=250)


%

19

Frequency of Usage of Postal Services amongst Users at Urban Level


23 23 28 24 22

47

26 29

68 66 60 55 62

40

59 65

9 11 12 19 17

11 13 6

Letter mails(n=416)

Parcels(n=326)

Registered mails(n=262)

Insured mails(n=92)


(n=36)



Postal money orders

(n=159)


%

20

Frequency of Usage of Postal Services amongst Users at Rural Level


12 7 10 9

27

11

72 79 67 69

57 77

17 14 23 22

16 12

Letter mails(n=298)

Parcels(n=207)

Registeredmails

(n=158)

Insuredmails

(n=23)

Expresscourier services

(n=23)

Payon delivery

(n=46)

Confirmationof delivery

(n=69)

Postal money orders

(n=91)


Base too low for reporting

(<30 respondents)

%

21

Frequency of Usage of Postal Services at Urban Level

11

1

10

8

3

1

9

5

5

0.4

34

1

25

18

5

3

7

10

11

4

5

3

2

1

2

2

1

Letter mails


Parcels

Registered mails

Insured mails


Pay on delivery


Postal money orders

Addressed mails




Base = postal services users in urban areas (n=849)

%

22

Frequency of Usage of Postal Services at Rural Level

6

1

2

3

1

1

1

2

2

0.2

36

1

26

17

3

1

5

5

11

7

5

7

1

1

1

1

2

Letter mails


Parcels

Registered mails

Insured mails


Pay on delivery


Postal money orders

Addressed mails




Base = postal services users in rural areas (n=617)

%

23

14 11 2 5 1 1 2 2

23

15

4 8

1 1 4 3

28

11

12 7

2 2 2 3 4

18

4

8 4

1 1 2 2 4

13

6

1

9 4

2 1 3

3 4

Any t

ype o

fposta

l serv

ice

Lett

er

mails

Pri

nte

dm

att

er

item

s

Parc

els

Regis

tere

dm

ails

Insure

dm

ails

Expre

ss

couri

er

serv

ices

Pay

on d

elivery

Confirm

ation

of delivery

Posta

lm

oney

ord

ers

>100 RON

50-100 RON

20-50 RON

10-20 RON

<10 RON

Annual Average Spending on Postal Services at National Level

36.3 NA 61.5 41.8 62.8 54.1 64.1 48.7 57.4 The average spending per

service

U4. On average, how much do you spend in your household, during a year, on the following postal services?



44.2

The total average spending per year,

nationally: RON 87.3

NA = base too low for determining the average value (<30 respondents)

%

24

12 10 2 3 1 2 2 2

20 13

1 4 7

1 1 4 2

26

11

11 7

3 2 3 3 4

22

5

9 5

1 1 2

3 4

16

8

1

12

5

4 1 4

4 5

Any t

ype o

fposta

l serv

ice

Lett

er

mails

Pri

nte

dm

att

er

item

s

Parc

els

Regis

tere

dm

ails

Insure

dm

ails

Expre

ss

couri

er

serv

ices

Pay

on d

elivery

Confirm

ation

of delivery

Posta

lm

oney

ord

ers

>100 RON

50-100 RON

20-50 RON

10-20 RON

<10 RON

Annual Average Spending on Postal Services at Urban Level

41.8 NA 66.7 49.4 66.1 53.9 66.7 51.3 61.6





49.6


in urban areas: RON 106.2

The average spending per

service

%

25

16 14

1 6

1 2

28

17

5

9

1 2 3

30

11

13

8

1 1 3 4

13

7 2

1 1 2

10

3

4 1

1 1

2

Any t

ype o

fposta

l serv

ice

Lett

er

mails

Pri

nte

dm

att

er

item

s

Parc

els

Regis

tere

dm

ails

Insure

dm

ails

Expre

ss

couri

er

serv

ices

Pay

on d

elivery

Confirm

ation

of delivery

Posta

lm

oney

ord

ers

>100 RON

50-100 RON

20-50 RON

10-20 RON

<10 RON

Annual Average Spending on Postal Services at Rural Level

27.3 NA 50.9 28.7 NA NA 55.1 39.0 48.6





37.1


in rural areas: RON 56.5

The average spending per

service

%

Backgrounds and Goals

Methodologiy

Key Findings


Services


Substitutability

Demographic Profile

27

Awareness of Postal Services Providers at National Level

100

75

56

46

28

20

20

13

12

11

10

8

4

97

45

29

16

9

5

3

4

2

3

1

1

96

65

44

32

20

15

13

10

9

6

7

5

3

C.N. Poşta Română

Fan Courier Express

Urgent Cargus

Poșta Atlassib Curier Rapid

DHL International Romania

Nemo Express Logistic

TNT Romania

UPS Romania

DPD

Total Post Mail Services

GLS

Postmaster

Star Storage

General, promptedawareness

Prompted awareness -providers available in the

area

Spontaneous Awareness

F1. What postal services providers do you know, no matter if you personally used their services, or not? F2. Among the companies on this list, which do you know as a postal services provider? F3. Which of these providers offers postal services in your residential area?

%

The average number of providers, mentioned spontaneously: 3.2 The average number of providers, mentioned prompted: 4


28

Awareness of Postal Services Providers at Urban Level

100

83

66

54

37

27

26

19

16

14

13

10

6

97

53

36

22

13

7

4

6

3

5

1

1

97

74

55

40

28

22

19

14

13

9

11

7

5


Fan Courier Express

Urgent Cargus




TNT Romania

UPS Romania

DPD


GLS

Postmaster

Star Storage

General spontaneousawareness

Prompted awareness -providers available in urban

areas

Spontaneous awareness

%

The average number of providers mentioned spontaneously: 3.9 The average number of providers mentioned prompted: 4.7



29

Awareness of Postal Services Providers at Rural Level

100

63

39

33

13

9

10

5

4

6

5

4

1

99

31

16

7

3

2

1

1

1

1

1

0

95

50

27

19

6

6

4

3

3

2

1

2

0


Fan Courier Express

Urgent Cargus




TNT Romania

UPS Romania

DPD


GLS

Postmaster

Star Storage

General spontaneousawareness

Prompted awareness -providers available in urban

areasSpontaneous awareness

%

The average number of providers mentioned spontaneously: 2.2 The average number of providers mentioned prompted: 3



30

Prompted Awareness of Postal Services Providers by Region %

100 100 94

72 46

61 54

31 43

52 24

37

20 10

13 15 9

10 14

2 5

10 1 7 12 8 9

9 1

7 5

2 3

11 1 6

1

1

100 98 98

80 45

76

53 31

47

41 12 30

21 4

18 19 8

16 13

2 9

8 3 5 7 1 5

5 2 2 6

1 4 2 1 1

99 96 96

71 43

58

52 28

40

34 11

23

20 9 15

15 4 11

17 3 11

7 1 5

9 3 6

18 7 7

7 4 5

8 2 4

4

2

100 98

100

77 53

71

49 27

40

39 21 26

19 7 12

11 7

10

13 5 8

7 2 5

11 4 8

6 1 3

4

1

8 2 6

1

100 98 98

68 40

54

51 25

42

44 15

34

31 13

22

19 8 15

18 11 13

12 6 11

6 4 6

4

10 7 8

3

2

3 1 3

100 99

89

79 57 61

62 36 40

46 18 15

25 10 12

25 11 12

18 7 8

6 2 2

7 4 3

6 1 3

5 1 1

8 2 4

1

100 100 96

75 56 60

57 45 41

55 27 34

36 24 21

20 13 12

22 12 13

15 11 10

8 7 5

5 2 5

15 11 6

2 1 1

3 2

99 89

99

82 20

79

68 11

61

61 4 56

58 3

50

43 4

41

50 3

44

48 1

39

36 1 33

31 1 25

34 1 32

21 1 17

22 2

20


Fan Courier Express

Urgent Cargus




TNT Romania

UPS Romania

DPD


GLS

Postmaster

Star Storage

North - Est (n=248)

South - East

(n=189) South

(n=202)

South - West

(n=153) West

(n=190)

Nord - Vest

(n=183)

Central Region

(n=126)

Bucharest-Ilfov

(n=175)

Prompted awareness Prompted awareness-providers available in the area

Spontaneous awareness


31

Usage of Postal Services Providers at National Level

3

13 14 17

1 2 4 2 1 1 2 1

Express - courier

services

Pay on delivery Confirmation of

delivery

Postal money

orders

Addressed mails

F4. Please mention, for each type of postal service used over the last 12 months, what provider you used.

%


97

48

2

33 28

7

22

11 3 2

10 5

1 6 3 3 1 0.1 2 1 2 1 0.1 1 2 1 0.1 1 1 0.3 1 1 0.4 0.2 0.1

Any type of

postal service

Letter mails Printed matter

items

Parcels Registered mails Insured mails

C.N. Poșta Română Fan Courier Express Urgent Cargus

Poșta Atlassib Curier Rapid DHL International Romania TNT Romania

Nemo Express Logistic GLS DPD

32

Usage of Postal Services Providers at Urban Level

3

17 17 18

1 3 6 3 1 1 3 1 0 0

Express - courier

services


delivery

Postal money

orders

Addressed mails


%


98

48

2

36 30

9

28

10

1

14 4 2

14 6 7

1 1 7

3 4 1 4 2 3 1

Any type of

postal service


items


C.N. Poșta Română Fan Courier Express Urgent Cargus Poșta Atlassib Curier Rapid

DHL International Romania TNT Romania Nemo Express Logistic GLS

DPD Total Post Mail Services UPS Romania Postmaster

33

Usage of Postal Services Providers at Rural Level

2 6 8

15

1 2 2 1 1

Express - courier

services


delivery

Postal money

orders

Addressed mails


%


94

48

1

27 26

4

13

3 5 1 1

5 2 1 3 2

Any type of

postal service


items


C.N. Poșta Română Fan Courier Express Urgent Cargus Poșta Atlassib Curier Rapid

DHL International Romania TNT Romania Nemo Express Logistic GLS

DPD Total Post Mail Services UPS Romania Postmaster

34

Usage of Postal Services Providers amongst Users at National Level

97 98 88

98

86

22 15

28

11 20

10 8 13

4 6 6 4 8 3 3 3 2 5 2 2 2 1 2 1 1 2 1 2 1 1 1 1 0 1 1 0 2

Any type of postal

service (n=1466)

Letter mails

(n=714)

Parcels

(n=533)

Registered mails

(n=420)

Insured

mails

(n=115)

C.N. Poșta Română

Fan Courier Express

Urgent Cargus

Poșta Atlassib Curier

Rapid

DHL InternationalRomania

TNT Romania

Nemo ExpressLogistic

GLS

DPD

Total Post MailServices

UPS Romania

Postmaster

62

90 96 99

58

31

14 5

26

15 6 2 4 3 1 2

11

1 2 3 1 1

Express

courier services

(n=59)

Pay

on delivery

(n=216)

Confirmation

of delivery

(n=219)

Postal

money orders

(n=250)


%

35

Usage of Postal Services Providers amongst Users at Urban Level

98 98 89

99 89

28 20

34

13 20

14 11 18

5 6 7 6 10 4 3 4 4 7 3 1 3 2 3 2 1 3 2 3 2 2 1 1 2 1 2

Any type of postal

service (n=849)

Letter mails

(n=416)

Parcels

(n=326)

Registered

mails

(n=262)

Insured

mails

(n=92)


Fan Courier Express

Urgent Cargus


Rapid


TNT Romania


GLS

DPD


UPS Romania

Postmaster

72

89 94 100

50

31

17 8

22 15

7 3 2 3 2 3

13

2 3 6 2 1

Express

courier services

(n=36)

Pay

on delivery

(n=170)

Confirmation

of delivery

(n=150)

Postal

money orders

(n=159)

F4. Please mention, for each type of postal service used over the 12 months, what provider you used.

%

36

Usage of Postal Services Providers amongst Users at Rural Level

94 99

84

98

13 8

19

5 5 2 8

2 3 2 7

2 2 2 1 1 2 1 1

Any type of postal

service (n=617)

Letter mails

(n=298)

Parcels

(n=207)

Registered

mails

(n=158)

Insured

mails

(n=23)


Fan Courier Express

Urgent Cargus


Rapid


TNT Romania


GLS

DPD


UPS Romania

Postmaster

97 93 99

36

6 16

5 2 4 4

Express

courier services

(n=23)

Pay on delivery

(n=46)

Confirmation

of delivery

(n=69)

Postal

money orders

(n=91)

F4. Please mention, for each type of postal service used over the 12 months, what provider you used.

%


(<30 respondents)


(<30 respondents)

37

9 9 10 12 10 13 8 10 10 8

11 7 7 7 5 13

4 6 5 11

20 22 16 23 24

16

14 17 27 18

22 25 21

23 22 18

20 17

36 36

37 36 46

36 39 39 54 51

23 27

Letter mails(n=702)

Parcels(n=466)

Registeredmails

(n=413)

Insuredmails

(n=101)

Expresscourierservices(n=37)

Payon delivery(n=196)

Confirmationof delivery

(n=207)

Postalmoney orders

(n=249)

Letter mails(n=56)

Parcels(n=77)

10

9

8

7

≤6 9 6 13 6 21 9

5 3

6

14 21 17

21 12

26 26 40 15 33

12

36 33 48 43

27

Letter mails(n=117)

Parcels(n=156)

Registeredmails

(n=44)

Payon delivery

(n=68)

Parcels(n=45)

Users’ Satisfaction with Postal Services Providers

8.5 8.6 8.7 8.5 8.7 8.4 9.0 8.8

CN Poşta Română Urgent Cargus

Fan Courier Express Posta Atlassib Curier Rapid

8.5 8.5

8.7 8.8 8.7 9.0 7.9 Average satisfaction

* Only for services and providers used by at least 30 respondents

%

M1. How satisfied are you, in generally, with the [COMPANY], as a provider for [SERVICE]. Please rate from 1 to 10.

Base = users of postal services from a specific

provider

38

Selection Criteria for Choosing Providers for National and International Letter Mails, at National Level

57

36

18

37

41

40

24

7

15

33

47

42

34

12

15

40

51

28

Affordable prices

The only provider in the area of residence

The only provider in the destination area

The quality of services

Safe delivery, without problems

Satisfied with the provider's staff

CN Poşta Română (n=702)

Urgent Cargus (n=56)

Fan Courier Express (n=117)

* Only for postal services and providers used by at least 30 respondents

A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?

%

Base = users of postal services from a specific provider

39

Selection Criteria for Choosing Providers for National and International Letter Mails, at Urban Level

66

27

17

40

46

44

24

8

16

33

47

41

33

12

15

39

50

32

Affordable prices











%


40

Selection Criteria for Choosing Providers for National and International Letter Mails, at Rural Level

42

51

19

32

34

34

Affordable prices









%


Base too low for reporting Urgent Cargus and Fan Courier Express

41

Selection Criteria for Choosing Providers for National and International Parcels, at National Level




62

41

23

36

46

42

34

3

13

51

55

26

35

14

16

57

45

32

24

6

38

45

42

34

Affordable prices







(n=45)



%


42

Selection Criteria for Choosing Providers for National and International Parcels, at Urban Level




71

33

26

39

48

47

35

1

10

53

57

28

32

11

11

52

47

27

23

4

36

46

45

36

Affordable prices







(n=30)



%


43

Selection Criteria for Choosing Providers for National and International Parcels, at Rural Level



42

60

16

28

41

32

51

24

36

80

39

54

Affordable prices








%



Urgent Cargus and


44

Selection Criteria for Choosing Providers for Registered and Insured Mails, and for Express Courier Services, at National Level





54

44

22

37

46

39

29

9

19

44

60

26

60

47

33

55

51

56

63

27

33

47

62

39

Affordable prices






Registered mail Insured mail Express courier services


%



45

Selection Criteria for Choosing Providers for Registered and Insured Mails, and for Express Courier Services, at Urban Level




62

35

25

42

48

41

28

7

18

41

57

27

63

45

36

56

53

57

Affordable prices






Registered mails Insured mails


%



Base too low for reporting about Express-courier services offered

by CN Poșta Română

46

Selection Criteria for Choosing Providers for Registered and Insured Mails, and for Express Courier Services, at Rural Level


38

60

16

28

42

36

Affordable prices






Registered mail


%



Base too low for reporting about registered mail of Fan Courier Express and about insured mail and Express-

courier services offered by CN Poșta Română

47

Selection Criteria for Choosing Providers for Pay on Delivery and Confirmation of Delivery Services, and for Postal Money Orders, at National Level

CN Poşta Română

(n=196)




71

51

33

41

46

52

35

6

16

47

48

24

57

42

27

47

63

51

52

48

26

41

52

45

Affordable prices






Pay on delivery Confirmation of delivery

Postal money order



%


48

Selection Criteria for Choosing Providers for Pay on Delivery and Confirmation of Delivery Services, and for Postal Money Orders, at Urban Level

CN Poşta Română

(n=151)




72

52

35

41

49

55

35

7

18

47

52

22

59

34

26

43

65

49

60

42

30

45

56

50

Affordable prices







Postal money order



%


49

Selection Criteria for Choosing Providers for Pay on Delivery and Confirmation of Delivery Services, and for Postal Money Orders, at Rural Level




67

44

23

40

35

42

53

69

28

61

59

57

36

58

18

35

46

35

Affordable prices







Postal money order



%


Base too low for reporting about pay on delivery services, offered by Fan Courier

Express

50

Past Behavior and Intentions for the Future, at National Level

46

2

32 28

8 3 12 13 16

1

Lett

er

mails

Printe

d m

att

er

item

s

Parc

els

Regis

tere

d m

ails

Insure

d m

ails

Expre

ss

courier

serv

ices

Pay o

n d

elivery

Confirm

ation

of delivery

Posta

l

money o

rders

Addre

ssed

mails

Number of provider replacements Three or more times

Twice

Only once

Never

1 2 1 1 0

45 32

26

7 4 12 13 15

1 2

Lett

er

mails

Pri

nte

d m

att

er

item

s

Parc

els

Regis

tere

d

mails

Insure

d

mails

Expre

ss

courier-

serv

ices

Pay

on d

elivery

Confirm

ation

of delivery

Posta

l

money o

rders

Addre

ssed

mails

Intentions to replace the provider into the future I will not use at all

that service

I am going to use the

same provider

Yes, I am going to

change the provider

F5. Did you change your postal services provider for [SERVICE], over the last 12 months? F8. In the next 12 months, do you intend to change the postal service provider for [SERVICE]?

%

The difference is represented by non-users Base = all postal services users

(n=1466)

51

Past Behavior and Intentions for the Future, at National Level, amongst the Users Who Use as a Provider Only C.N. Poșta Română

51

1

27 25

6 1 8 10 15 0.5

Lett

er

mails

Printe

d m

att

er

item

s

Parc

els

Regis

tere

d

mails

Insure

d

mails

Expre

ss

courier-

serv

ices

Pay

on d

elivery

Confirm

ation

of delivery

Posta

l

money o

rders

Addre

ssed

mails


Twice

Only once

Never

1 1 0 0 0

49

25 24

5 1 8 10 14 0

Lett

er

mails

Pri

nte

d m

att

er

item

s

Parc

els

Regis

tere

d

mails

Insure

d

mails

Expre

ss

courier-

serv

ices

Pay

on d

elivery

Confirm

ation

of delivery

Posta

l

money o

rders

Addre

ssed

mails


that service


same provider

Yes, I am going to

change the provider

Base = users who use exclusively CN Poșta Română as a provider (n=1018)


%


52

Past Behavior and Intentions for the Future, at National Level, amongst the Users Who Use Only Providers Other Than C.N. Poșta Română

8

59

5 7 14 4 2

3 3

3 3

Lett

er

mails

Printe

d m

att

er

item

s

Parc

els

Regis

tere

d

mails

Insure

d

mails

Expre

ss

courier

serv

ices

Pay

on d

elivery

Confirm

ation

of delivery

Posta

l

money o

rders

Addre

ssed

mails


Twice

Only once

Never

5 3 6

48

2 10 14

4 6

Lett

er

mails

Pri

nte

d m

att

er

item

s

Parc

els

Regis

tere

d

mails

Insure

d

mails

Expre

ss

courier-

serv

ices

Pay

on d

elivery

Confirm

ation

of delivery

Posta

l

money o

rders

Addre

ssed

mails


that service


same provider

Yes, I am going to

change the provider

Base = users who use exclusively other providers than CN Poșta Română (n=45)


%


53

Past Behavior and Intentions for the Future amongst the Postal Services Users, at National Level


%

94 87 96 97 83 88 93 98

1 4

1

2 3

3 3 4 1 1 4

6 1 1

Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insuredmails

(n=115)


(n=59)



Postalmoney orders

(n=250)

Number of provider replacements Three or

more times

Twice

Only once

Never

3 4 4 4 2 6 3 3

92 86 91 89 86 83 92 92

1 2 1

1

Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insuredmails

(n=115)


(n=59)



Postalmoney orders

(n=250)

Intentions to replace the provider into the future I will not

use at all

that service

I am going

to use the

same

provider

Yes, I am

going to

change the

provider

The difference is represented by answers “Does not know/Does not answer”

54

Reasons for Replacing the Provider – Past and Future, at National Level

0.8

0.4

0.2

0.1

0.6

0.6

0.9

0.7

0.6

46

48

2

1.3

0.6

0.1

1.1

0.9

0.6

0.6

0.5

32

35

0.1

0.2

0.1

0.2

0.5

0.4

0.2

0.4

28

28

0.1

0.1

0.2

8

8

0.1

0.1

0.2

0.2

0.1

0.5

0.3

0.2

0.1

0.5

0.3

0.04

13

13

0.3

0.1

0.1

0.2

0.1

0.1

0.2

0.2

14

14

0.2

0.4

0.1

0.1

0.1

0.1

17

16

0.1

0.1

0.1

0.1

0.1

0.1

Better prices offered by other

provider

It has no longer/ It has no

coverage in my residential area


coverage for the area where I

intend to sens letters, parcels etc

I experienced delivery problems in

the past (e.g. lost parcels/letters,

delayed deliveries etc), when I was

working with them

I was not satisfied with the delivery

staff

I did not replace/ I do not intend to

replace the provider

Lett

er m

ails

Prin

ted

matt

er

item

s

Parcels

Reg

iste

red

m

ails

In

su

red

mails

Exp

ress

co

urie

r

servic

es

Pay

on

delivery

Co

nfi

rm

ati

on

o

f d

elivery

Po

sta

l m

on

ey

ord

ers

Ad

dressed

m

ails

%

Reasons for replacing the provider – in the past

Reasons for replacing the provider – in the future

The difference is represented by non-users Base = all postal services users (n=1466)

F6. For what reasons did you replace the provider for [SERVICE]? F9. What reasons determine you to change the provider for [SERVICE]?

55

Reasons for Replacing the Provider – Past and Future, at National Level, amongst Users Who Use Exclusively CN Poșta Română

0.2

0.1

0.1

0.1

0.1

0.1

0.3

50

50

1

1

0.2

0.4

0.1

0.4

0.1

0.2

26

26

0.2

0.1

0.1

0.2

25

26

0.1

0.1

0.2

6

6

1

1

0.1

0.1

9

9

10

10

0.1

0.3

16

16

0.4

0.4


provider









working with them


staff



%

Base = users who use exclusively CN Poșta Română (n=1018)





Lett

er m

ails

Prin

ted

matt

er

item

s

Parcels

Reg

iste

red

m

ails

In

su

red

mails

Exp

ress

co

urie

r

servic

es

Pay

on

delivery

Co

nfi

rm

ati

on

o

f d

elivery

Po

sta

l m

on

ey

ord

ers

Ad

dressed

m

ails

56

Reasons for Replacing the Provider – Past and Future, at National Level, amongst Users Who Use Only Other Providers Than CN Poșta Română

8

8

2

4

3

59

60

3

7

4

7

10

14

14

4

4

2

6


provider









working with them


staff



%

Base = users who use exclusively providers other than CN Poșta Română (n=45) The difference is represented by non-users




Lett

er m

ails

Prin

ted

matt

er

item

s

Parcels

Reg

iste

red

m

ails

In

su

red

mails

Exp

ress

co

urie

r

servic

es

Pay

on

delivery

Co

nfi

rm

ati

on

o

f d

elivery

Po

sta

l m

on

ey

ord

ers

Ad

dressed

m

ails

57

Reasons for Replacing the Provider – Past and Future, at National Level, amongst Postal Services Users

Lett

er m

ails

(n

=7

14

)

Parcels

(n

=5

33

)

Reg

iste

red

m

ails

(n

=4

20

)

In

su

red

mails

(n

=1

15

)

Exp

ress

Co

urie

r

servic

es

(n

=5

9)

Pay o

n

delivery

(n

=2

16

)

Co

nfi

rm

ati

on

o

f d

elivery

(n

=2

19

)

Po

sta

l m

on

ey

ord

ers

(n

=2

50

)


%

2

1

1

1

1

2

1

1

94

97

3

2

1

3

3

2

2

1

87

94

1

1

2

1

1

1

96

96

2

2

1

1

3

95

94

2

3

6

4

3

3

92

97

4

2

1

3

2

88

94

2

1

1

1

1

1

1

94

97

1

2

1

1

98

97

Better prices offered by other provider

It has no longer/ It has no coverage in

my residential area

It has no longer/ It has no coverage for

the area where I intend to sens letters,

parcels etc

I experienced delivery problems in the

past (e.g. lost parcels/letters, delayed

deliveries etc), when I was working with

them

I was not satisfied with the delivery staff





58

Barriers for Replacing the Provider – Past and Future, at National Level

24

26

15

16

10

9

25

21

19

22

3

1

1

1

1

0.5

0.4

0.4

1

1

1

1

0.1

18

18

11

11

8

7

20

18

15

17

5

2

14

15

10

10

7

7

16

15

13

14

1

1

5

5

3

3

3

3

5

4

5

5

0.2

0.3

2

2

0.4

1

1

1

2

2

1

2

0.7

0.1

8

8

5

5

5

4

8

7

7

8

2

0.8

8

8

5

5

4

4

9

9

8

9

1

0.4

7

8

7

7

5

5

9

8

8

8

0.3

0.5

0.2

0.2

0.4

0.4

0.2

0.2

0.4

0.4

0.1

0.1

I was/am satisfied with their prices

It is the only provider available in

my resisential area

It is the only provider that covers

the area where I intended/intend to

send letters, parcels etc.

I have never experienced delivery

problems with this provider (no lost

parcels, no delayed deliveries etc)

I was/am satisfied with their

delivering staff

I have already replaced / I intend

to change the provider

F7. For what reasons did you decide to not replace your provider for [SERVICE]? F10. For what reasons did you decide to maintain the provider for [SERVICE]?


%


Barriers for replacing the provider - past

Barriers for replacing the provider - future L

ett

er m

ails

Prin

ted

matt

er

item

s

Parcels

Reg

iste

red

m

ails

In

su

red

mails

Exp

ress

co

urie

r

servic

es

Pay

on

delivery

Co

nfi

rm

ati

on

o

f d

elivery

Po

sta

l m

on

ey

ord

ers

Ad

dressed

m

ails

59

Barriers for Replacing the Provider – Past and Future, at National Level, amongst Users Who Use Exclusively CN Poșta Română

24

25

18

20

10

10

28

23

21

24

1

3

1

1

1

1

0.2

0.3

1

1

1

0.5

0.3

14

13

11

10

7

6

14

14

12

13

1

3

12

13

12

12

6

6

15

13

12

13

1

1

3

3

3

3

3

3

4

3

4

4

0.5

1

1

1

1

1

1

1

5

4

5

5

4

3

5

4

6

5

0.3

1.3

5

6

6

6

4

4

8

7

7

7

7

7

8

8

5

5

9

8

8

8

1

0.1

0.1

0.4

0.4

0.1

0.1

0.2

0.2

0.1

0.1



my resisential area








delivering staff



%


Barriers for replacing the provider - future

Base = users who use exclusively CN Poșta Română (n=1018)



Lett

er m

ails

Prin

ted

matt

er

item

s

Parcels

Reg

iste

red

m

ails

In

su

red

mails

Exp

ress

co

urie

r

servic

es

Pay

on

delivery

Co

nfi

rm

ati

on

o

f d

elivery

Po

sta

l m

on

ey

ord

ers

Ad

dressed

m

ails

60

Barriers for Replacing the Provider – Past and Future, at National Level, amongst Users Who Use Only Other Providers

2

6

2

2

4

2

6

4

6

6

2

36

32

12

12

18

18

49

33

26

26

7

18

3

2

2

2

4

4

4

4

4

4

4

4

8

4

7

3

9

6

3

8

3

8

5

4

4

2

2

4

4

4

4

2

2

2

2

2

6

2

6

3



my resisential area








delivering staff



%

Base = users who use exclusively providers other than CN Poșta Română (n=45) The difference is represented by non-users




Lett

er m

ails

Prin

ted

matt

er

item

s

Parcels

Reg

iste

red

m

ails

In

su

red

mails

Exp

ress

co

urie

r

servic

es

Pay

on

delivery

Co

nfi

rm

ati

on

o

f d

elivery

Po

sta

l m

on

ey

ord

ers

Ad

dressed

m

ails

61

Barriers for Replacing the Provider – Past and Future, at National Level, amongst Postal Services Users

%

Lett

er m

ails

(n

=7

14

)

Parcels

(n

=5

33

)

Reg

iste

red

m

ails

(n

=4

20

)

In

su

red

mails

(n

=1

15

)

Exp

ress

Ccu

rie

r

servic

es

(n

=5

9)

Pay o

n

delivery

(n

=2

16

)

Co

nfi

rm

ati

on

o

f d

elivery

(n

=2

19

)

Po

sta

l m

on

ey

ord

ers

(n

=2

50

)

49

52

31

34

19

20

54

46

43

48

6

9

48

48

31

30

21

20

55

51

42

47

14

15

49

52

37

36

24

24

59

51

48

50

6

9

54

51

35

36

34

35

63

50

63

58

6

12

56

49

11

23

14

13

60

57

35

43

17

14

53

53

40

36

32

29

54

45

53

54

13

19

54

56

36

39

30

30

64

59

59

66

7

9

46

49

46

44

32

30

54

47

50

52

2

9



my resisential area


the area where I intended/intend

to send letters, parcels etc.


problems with this provider (no

lost parcels, no delayed deliveries

etc)


delivering staff






62

Barriers for Replacing the Provider – Past and Future, at Urban Level, amongst Postal Services Users

%

Lett

er m

ails

(n

=4

16

)

Parcels

(n

=3

26

)

Reg

iste

red

m

ails

(n

=2

62

)

In

su

red

mails

(n

=9

2)

Exp

ress

co

urie

r

servic

es

(n

=3

6)

Pay o

n

delivery

(n

=1

70

)

Co

nfi

rm

ati

on

o

n d

elivery

(n

=1

50

)

Po

sta

l m

on

ey

ord

ers

(n

=1

59

)

54

58

21

26

17

18

59

49

47

51

7

10

54

53

25

26

21

18

57

53

46

52

17

17

55

58

31

30

25

26

64

53

54

55

7

11

54

52

36

38

35

36

64

44

63

57

6

14

60

53

8

20

11

13

65

62

38

47

18

16

53

53

43

39

35

33

54

47

58

59

13

18

57

57

31

37

29

30

64

58

59

65

7

8

54

56

42

39

39

35

61

50

56

58

3

10



my resisential area







etc)


delivering staff






63

Barriers for Replacing the Provider – Past and Future, at Rural Level amongst Postal Services Users

%

Lett

er

mails(n

=2

98

)

Parcels

(n

=2

07

)

Reg

iste

red

m

ails

(n

=1

58

)

In

su

red

mails

(n

=2

3)

Exp

ress

co

urie

r

servic

es

(n

=2

3)

Pay o

n

delivery

(n

=4

6)

Con

firm

ati

on

o

n d

elivery

(n

=6

9)

Po

sta

l m

on

ey

ord

ers

(n

=9

1)

42

45

46

45

22

22

47

41

39

44

5

7

40

42

40

36

21

23

52

47

35

39

9

12

39

41

47

46

22

21

52

46

38

43

4

7

56

52

29

24

23

13

55

36

34

33

12

24

45

52

48

42

31

31

64

62

61

68

8

9

32

37

54

53

18

22

42

42

39

41

1

9



my resisential area







etc)


delivering staff




(<30 respondents)




64

Barriers for Replacing the Provider – Past and Future, amongst Postal Services Users, for Those Who Use Exclusively CN Poșta Română

%

Lett

er

mails(n

=5

09

)

Parcels

(n

=2

80

)

Reg

iste

red

m

ails

(n

=2

61

)

In

su

red

mails

(n

=6

0)

Exp

ress

co

urie

r

servic

es

(n

=1

3)

Pay o

n

delivery

(n

=9

3)

Con

firm

ati

on

o

n d

elivery

(n

=1

00

)

Po

sta

l m

on

ey

ord

ers

(n

=1

63

)

47

50

36

39

20

20

55

46

42

47

2

5

53

50

42

38

24

21

53

51

44

46

3

11

47

50

45

45

24

23

58

49

46

48

3

5

54

52

45

42

42

43

69

56

68

64

9

53

46

58

52

44

39

58

43

63

61

3

14

54

57

55

56

39

43

74

66

69

70

1

40

44

51

47

33

33

57

49

50

51

8



my resisential area







etc)


delivering staff




(<30 respondents)




Backgrounds and Goals

Methodology

Key Findings


Services


Substitutability

Demographic Profile

66

Behavior in Case of Raised Prices for Postal Services amongst Users at National Level (part I)

64

41 56

30

62 46 42

34

20

27

24

30

19

20 28

18

1

3

1

4

2

4 1

5

7 16

13

27

9 21

11 21

8 12 5 8 8 7 16 20

Increase with10%-15%








Cease using the service

Replace the current

provider

Replace with another

service

Use the service rarely

Continue to use the

service similarly

Letter mails (n1=714, n2=655)

Parcels (n1=533, n2=505)

Registered mails

(n1=420, n2=388)

Insured mails (n1=115, n2=98)

0.2 0.7 0.8 0.7 1

0.2

1 0.6 0.2

0.6 3

0.6

0.7

1

2

0.3

0.5

0.2

0.6

0.1

0.3 0.3

0.3

1 0.3

0.4

1

2









Another postal service

A banking service

A telephony service

Email/ Facebook

Courier services

Online /electronic services

A cheaper service

1% 3% 1% 4% 2% 4% 1% 5%

Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.

U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?

67


(n1=59, n2=53)

Pay on delivery (n1=216, n2=205)


(n1=219, n2=204)

Postal money orders

(n1=250, n2=238)

58 37

48

23

58 41

56 38

14

24

26

30

20

21

22

28

2

5

1

3

2 3

18 30 18

25

11 22

12 19

11 10 6 16 7 12 6 9










Replace the current provider


service


Continue to use the service

similarly

0.3 0 0.3 0.3 0.3

1.3 2 1

1.0

0.3 1.1

0.4 0.4

1.7

2 0.7

0.4

0.2

0.4

0.4

0.4

0.4










A banking service

A telephony service

Email/ Facebook

Courier services


A cheaper service

2% 5% 1% 3% 2% 3%

Behavior in Case of Raised Prices for Postal Services amongst Users at National Level (part II)



68

Behavior in Case of Raised Prices for Postal Services amongst Users at Urban Level (part I)

65

41

60

28

59 42 41

29

20

24

21

30

18

20 30

18

2

3

1

4

1

5 1

2

8

19

14

30 12

24 11

23

5 10

4 7 8 7 14

21









Cease using the

service

Replace the current

provider


service


Continue to use the

service similarly


Parcels (n1=326, n2=315)

Registered mails

(n1=262, n2=240)


0.3 0.5 0.2 0.3

1 0.3

1 1.0

0.3

0.4 0.9

0.8

1

2 0.5

0.5

0.3

0.6

0.5 0.5

2 0.3

0.7

1

2










A banking service

A telephony service

Email/ Facebook

Courier services


A cheaper service

2% 3% 1% 4% 1% 5% 1% 2%



69

Behavior in Case of Raised Prices for Postal Services amongst Users at Urban Level (part II)


(n1=36, n2=34)

Pay on delivery (n1=170, n2=163)


(n1=150, n2=140)

Postal money order (n1=159,

n2=153)

62

31 49

23

59 42

51 34

16

27

25

31

21

20

25

29

1

5

0.4

4

3

4

16

27

19

24

12 21

14 22

6 15 5 17 7 11 4 8












service



similarly

0.4 0 0.4 0.3 0.4

1.6 2 0 1.0

0.4

1.1

0.4

1.7

2 0.7

0.4

0.4

0.4

0.4 0.7










A banking service

A telephony service

Email/ Facebook

Courier services


A cheaper service

1% 5% 0.4% 4% 3% 4%



70

Behavior in Case of Raised Prices for Postal Services amongst Users at Rural Level (part I)

61 40

50 32

66 53

20

30 28

30

19

21

1 3

2

3

2

3 6

13 11

23

5 16

12 14 8 10 7 7









Cease using the

service

Replace the current

provider


service


Continue to use the

service similarly


Parcels (n1=207, n2=190)

Registered mails (n1=158, n2=148)


0.9 1.8 1.4

1

1 1.1

0.3

0.6

2

1 0.3

0.6

0.3

0.7

0.4










A banking service

A telephony service

Email/ Facebook

Courier services


A cheaper service

1% 3% 2% 3% 2% 3%


(<30 respondents)



71

Behavior in Case of Raised Prices for Postal Services amongst Users at Rural Level (part II)


(n1=23, n2=19)

Pay on delivery

(n1=46, n2=42)


(n1=69, n2=64)

Postal money orders

(n1=91, n2=85)

42 23

57 38

64 44

31

29

20

24

17

27

4

2

3

3

1 1

15

32

11 23

10 14

9 12 8 12 8 10












service



similarly

1 1

4

2.1 1.3 1.5

1.2 1.3










A banking service

A telephony service

Email/ Facebook

Courier services


A cheaper service

4% 2% 3% 3% 1% 1%


(<30 respondents)



72

Behavior in Case of Raised Prices for Postal Services amongst Users Who Use Exclusively CN Poșta Română (part I)

66

44 58

35

64 50 46 40

20

27

23

32

20

19 31

19

1

3 1

3

1

4

4 12

10 23

7 18 6

10

9 12 7 6 7 7 15 25









Cease using the

service

Replace the current

provider

Replace with anotherservice


Continue to use the

service similarly


Parcels (n1=280, n2=260)

Registered mails

(n1=261, n2=243)


0.2

1.3 2

0.3

1

0.6

0.3

0.3

0.4

0.6

1

1

0.3

0.5 0.4

0.2

0.4 0.4 1

0.3

0.3

0.6










A banking service

A telephony service

Email/ Facebook

Courier services


A cheaper service

1% 3% 1% 3% 1% 4%



73

Behavior in Case of Raised Prices for Postal Services amongst Users Who Use Exclusively CN Poșta Română (part II)


(n1=13, n2=13)

Pay on delivery

(n1=93, n2=87)


(n1=100, n2=96)

Postal money orders

(n1=163, n2=156)

48

21

62 46

60 37

27

36

22

22

21

32 2

2

5

2

2

18

21

7

12 8

18

8 19

5 14 5 6












service



similarly

0.6 1 0.4 1.5

2 0.9 0.9 1.9

2

0.4 0.8

0.8










A banking service

A telephony service

Email/ Facebook

Courier services


A cheaper service


(<30 respondents)

2% 2% 5% 2% 2%



74

Preferred Provider, at Similar Prices and Quality

78

13

4 1 1 2 1

C.N. Posta

Romana

Fan Courier

Express

Urgent

Cargus

DHL

InternationalRomania

Posta

AtlassibCurier Rapid

Other

providers

Does not

declare

S0. If all providers would offer the same quality and similar prices for their services, what provider you choose for letter mail and parcels?


%

75

62

7 8 2 21

Keep using the same

type of service

Express courier

services

Courier services Other type of service Can not assess

64

15 4 4 12

Keep using the same

type of service

Courier services Parcels with

confirmation of

delivery

Other type of service Can not assess

Substitutability for Letter Mail – amongst Users of Any Provider

76

3 3 1 5 1 10

Keep using the

same type of

service

Confirmation of

delivery

Express courier

services

Special delivery

services

Electronic

communication

services

Other type of

service

Can not assess

S1. What do you intend to do in case of an increase about 10-15% of prices for sending letter mail? S3. What do you intend to do in case of an increase about 10-15% of prices for sending parcels (inclusively for parcels bought through e-commerce)? S4. What do you intend to do in case of an increase about 10-15% of prices for sending registered mail?

%

Base = users who send letter mails (n=714)

Substitutability for Parcels – amongst Users of Any Provider

Base = users who send parcels (n=533)

Substitutability for Registered Mail – amongst Users of Any Provider

Base = users who send registered mails (n=420)

76

63

5 8 2 22

Keep using the same

type of service

Express courier

services

Courier services Other type of service Can not assess

Substitutability for Letter Mail – amongst Users Who Use Exclusively CN Poșta Română

78

4 2 1 4 1 9

Keep using the

same type of

service

Confirmation of

delivery

Express courier

services

Special delivery

services

Electronic

communication

services

Other type of

service

Can not assess

Base = users who send letter mails, exclusively through CN Poșta Română (n=509)

68

12 4 4 11

Keep using the same

type of service

Courier services Parcels with

confirmation of

delivery

Other type of service Can not assess

Substitutability for Parcels – amongst Exclusive Users of CN Poșta Română

Base = users who send parcels, exclusively through CN Poșta Română (n=280)

Substitutability for Registered Mail – amongst Exclusive Users of CN Poșta Română

Base = users who send registered mails, exclusively through CN Poșta Română (n=261)

%

S1. What do you intend to do in case of an increase about 10-15% of prices for sending letter mail? S3. What do you intend to do in case of an increase g about 10-15% of prices for sending parcels (inclusively for parcels bought through e-commerce)? S4. What do you intend to do in case of an increase about 10-15% of prices for sending registered mail?

Backgrounds and goals

Methodology

Key Findings


Services


Substitutability

Demographic Profile

78

Users Demographics

48 41 43 44 44 40 41 39 40

52 59 57 56 56 60 59 61 60

Postal services(n=1466)

Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insured mails

(n=115)


(n=59)



Postal money orders

(n=250)

Women

Men

13 16 16 9 10

36 23

11 9

18 18 24 19 19

19 25

17 19

20 20 20

22 22

11 19

20 21

16 16 16

20 22 9 12

20 18

15 17 16 18 11

13 9 17 22

18 13 9 12 17 11 11 16 11


Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insured mails

(n=115)


(n=59)



Postal money orders

(n=250)

65+

55-64 years old

45-54 years old

35-44 years old

25-34 years old

16-24 years old

* Only for services used by at least 30 respondents

Gender

Age

79

Users Demographics

57 62 67 64 80

71 83 77

66

43 38 33 36 20

29 17 23

34


Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insured mails

(n=115)


(n=59)



Postal money orders

(n=250)

Rural

Urban

10 5 9 10 21

12 31

11 11 11

12 15 14

20 20

15

17 12

17 24 24 24

25 31

19

36

25

19 21 19 16

15 8

18 14

19

43 38 33 36 20

29 17 23

34


Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insured mails

(n=115)


(n=59)



Postal money orders

(n=250)

Rural

<50K

50 - 200K

>200K

Bucharest


Residence

Location Size

80

17 17 18 19 19 19 13 25 22

13 15 16 15 24 26

18

28 18

15 16 10 10 7 4

2

6

7 10

13 11 16 10 16

10

12

8 9

17 12 9 4

3

4

7

10

13

9 13 12

5 13

8

8

11

12 7

8 7

5

7

8

3 9

11 6 12 12 25

12

37

11 14


Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insured mails

(n=115)


(n=59)



Postal money orders

(n=250)

Bucharest-Ilfov

Central Region

North-West

West

South-West

South

South-East

North–East

21 20 15 12 15 13 10 7 21

40 40 38 37 33 36 37

33

37

8 7 9

8 6 0 7 8

7

26 27 32 34 35 38

39 38

29

5 6 6 9 10 12 7 13 7


Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insured mails(n=115)

Express courierservices(n=59)


Confirmation ofdelivery(n=219)

Postal moneyorders

(n=250)

Post-university

Higher

education

Post high-school

High-school

Secondary

School

Users Demographics


Region

Education

81

26 28 35 36 41 46 38 42

32

25 23 23 20

22 12 26 19 22

1 1 1 2

2 2

27 23 20 25

23

16 16 25

24

7 8

10 5 4

22 13 4 4

13 17 11 13 8 3 7 11 16


Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insured mails

(n=115)

Expresscourierservices(n=59)



Postal money orders

(n=250)

Does not work

Student

Retired person

Farmer

Worker/ Employeewith mediumeducationManager/Employee withhigh education

20 20 16 18 10 1

11 19 19

23 22 21 24

17 22

17 20 26

15 12 18 14

15 14

20

18 13

13 13 16 18 27

30 23

24 15

1 1

1 1 2 1 1

29 33 28 25 30 32 29

18 26


Letter mails(n=714)

Parcels(n=533)

Registeredmails

(n=420)

Insured mails

(n=115)


(n=59)



Postal money orders

(n=250)

Does not

declare

≥8001 RON

3001-8000 RON

2001-3000 RON

1001-2000 RON

≤1000 RON

Users Demographics


Occupation

Household Income

2077 2039 2336 2270 2812 3118 2607 2363 2086

Average household income

82

Appendix

The questionnaire:

The detailed structure of the sample (absolute values, unweighted):

Age Groups Number of

Interviews

16-24 years 203

25-34 years 307

35-44 years 283

45-54 years 258

55-64 years 237

65+ 178

Total 1466

Gender Number of Interviews

Men 605

Women 861

Total 1466

Residence Number of Interviews

Urban 849

Rural 617

Total 1466

Location Size Number of Interviews

Bucharest 155

Large cities (>200K pop) 154

Medium cities (50K-200K pop) 299

Small cities (<50K pop) 241

Rural 617

Total 1466

83

Appendix The detailed structure of the sample (absolute values, unweighted):

Region Number of Interviews

North - East 248

South - East 189

South 202

South - West 153

West 190

North - West 183

Central Region 126

Bucharest-Ilfov 175

Total 1466

Educational attainment Number of Interviews

High-school 587

Post high-school 116

Higher education 393

Post-university 79

Total 1466

Household Income (RON) Number of Interviews

1000 or less 278

1001-2000 335

2001-3000 214

3001-4000 94

4001-6000 85

6001-8000 19

8001 + 12

Does not declare 429

Total 1466

Occupation Number of Interviews

Manager/ Employee with high education 404

Worker/ Employee with medium education 376

Farmer 20

Retired person 334

Student 115

Does not work 215

Does not answer 2

Total 1466

quantitative study on usage of postal services amongst ... · 4 background and objectives mercury...

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