DB Schenker 2018 - Romania · OS Sales Customer service Transport Customs clearance IT-/ information systems Invoicing Complaint ... Respondents with EDI-Connection Do you have an

1

Customer Satisfaction Survey

DB Schenker 2018

2

Study Information

XXX

Measure of customer satisfaction, customer loyalty, brand image among competitionObjective

Analysis

Field Period

Method

Current customers of DB SchenkerBasis

Awareness/ Usage

Awareness of relevant providers and usage of different modes of transportation

Questionnaire

Image

Image related to customer interaction, global network, industry knowledge, consulting, etc.

Satisfaction

Satisfaction for specified contact points along the transportation process (for example customer service)

23.05.2018 - 15.06.2018

Computer-assisted web interviews (CAWI)

Romania

Including explicit competitor benchmarks

General satisfaction among competition

Satisfaction along the transportation process

Calculation of relevance for each contact point

Image profile

Evaluation of DB Schenker’s digitization level

3

Overall

Land Transportation

Ocean Freight

Management Summary

Agenda

1.

2.

3.

4.

Romania

4

Overall

Land Transportation

Ocean Freight

Agenda

Management Summary1.

2.

3.

4.

Romania

5

Usage of transportation modes with DB Schenker

Question:Basis:

In general, which logistics modes have you used with DB Schenker in the past 12 months? Please state the importance of each of the DB Schenker modes below for your daily business. In your opinion which mode is most relevant for you? By relevant we mean the one you use most frequently with DB Schenker.

All respondents; Product Usage Land Transportation: Respondents using Land Transportation

Values in %; Usage / Importance: multiple answers possible, Relevance: single answer

Romania - OVERALL

* Not in scope for evaluation

within this questionnaire

<30 cases: low sample, data has

less explanatory power!

Importance

Scope of Usage (Summary)Used modes with DB Schenker

Not usedAlso used

Important for my

daily business,

incl. one mode user

Only one mode

Multiple modes

85

8

15

4

3

4

Land Transportation

Air Freight

Ocean Freight

73 27Land Transportation

Air Freight

Ocean Freight

Contract Logistics / SCM*

Others*

88

10

19

9

5

Product Usage - Land TransportationDomestic: 53%

International: 89%

6

8488

7784

80 8184 8489

Satisfaction among

–

+ 100

75

50

25

0

Land Air Ocean

transport mode

8892

8287

8379

8883

91

Recommendation among

–

+ 100

75

50

25

0

Land Air Ocean

transport mode

90

79 8083 83 8386 86 87

Reuse among

–

+ 100

75

50

25

0

Land Air Ocean

transport mode

73

637275

58

7875 7377

Price performance among

–

+ 100

75

50

25

0

Land Air Ocean

transport mode

2015 2017 2018Index on a scale from 0 to 100

All respondents

Romania - OVERALL

Basis:

<30 cases: low sample, data has less explanatory power!

7

–

+ 100

75

50

25

0

82

88 87 8885 86

68

56

848387 86 87 87 86

71 71

848388 87 88 86 85

59

67

85

Contact

point

Relevance

OS

Sales Customer service TransportCustoms

clearance

IT-/ information

systemsInvoicing

Complaint

management

Claim

management

Overall

satisfaction

22% 20% 31% 17% - 11% - - -

2015 2017 2018Index on a scale from 0 to 100

How satisfied are you with ... with regards to ... in general?

Satisfaction along transport process – year-on-year comparison

Romania - OVERALL

Question:


8

–

+ 100

75

50

25

0

8388 87 87 86 84

5863

84

77

86 86 88 898484

88 8790 88 89

Contact

point

Relevance

OS


clearance

IT-/ information

systemsInvoicing

Complaint

management

Claim

management

Overall

satisfaction

22% 20% 31% 17% - 11% - - -

A

L A OLand Air Ocean

OO OLA AA AOL OLL AO AOLLA LAOOL L

Basis:

Index on a scale from 0 to 100

All respondentsHow satisfied are you with ... with regards to ... in general?

Satisfaction along transport process – transport modes

Romania - OVERALL

Question:


9

Ø r

ele

va

nce

hig

hlo

w

Median0%

25%

Sales

Customer service

Transport

Customs clearance

IT-/ information systems

Invoicing

Complaint management

Claim management

Ø satisfaction highlow

high relevance/ low performance

low relevance/ low performance

high relevance/ high performance

low relevance/ high performance

25 - 49 50 - 74 75 - 100

How satisfied are you with ... with regards to ... in general?All respondents

Action portfolio along transport process

Touchpoints

Basis:


Romania - OVERALL


Question:

10

All respondents; Respondents with EDI-ConnectionDo you have an EDI - Connection with DB Schenker?; How satisfied are you with the EDI connection (Electronic Data Interchange) you have with DB Schenker?

EDI - Connection Overall

Values in %; Index on a scale from 0 to 100

Question:Basis:

Romania - OVERALL


Do you have an EDI -Connection with DB Schenker?

23

71

7 Satisfaction with EDI -Connection

82

22% 20% 31% 17%

-

11% - -

Yes

No

Don‘t

know

11

All respondentsAre you using any of the online IT-solutions provided by DB Schenker?; Do you know the online IT solutions provided by Schenker?; Which IT services provided by Schenker are you using?

IT-Tools and solutions Overall

Values in %; multiple answers possible

Question:Basis:

Romania - OVERALL


All respondents Non-Users of IT-solutions

Are you using any of the online IT-solutions provided by DB Schenker?

Do you know the online IT-solutions provided by DB Schenker?

IT services Usage

50

50

28

47

19

13

Advanced Tracking

Booking

Scheduling

Invoice Delivery

Reporting

Other

12

73

14

18

65

4

Yes

No

Don‘t

know

22% 20% 31% 17%

-

11% - -

Yes

No

Don‘t

know

12

IT and Information Systems in general

reliability

functionality

user friendliness

Contact points Trend

DB Schenker 2017

94

94

94

94

DB Schenker 2018

Satisfaction with

How satisfied are you with the IT service provided by DB Schenker for ... with regard to ...?Respondents using IT-ToolsBasis:


Satisfaction regarding IT-tool: Invoice Delivery

Romania - OVERALL


22% 20% 31% 17%

-

11% - -

Question:

13


reliability

functionality

user friendliness


DB Schenker 2017

85

88

86

82

DB Schenker 2018

Satisfaction with

How satisfied are you with the IT service provided by DB Schenker for ... with regard to ...?Respondents using IT-Tools

±0

+10

+1

-8

Basis:


Satisfaction regarding IT-tool: Advanced Tracking

Romania - OVERALL


22% 20% 31% 17%

-

11% - -

Question:

14


reliability

functionality

user friendliness


DB Schenker 2017

75

79

75

79

DB Schenker 2018

Satisfaction with

How satisfied are you with the IT service provided by DB Schenker for ... with regard to ...?Respondents using IT-Tools

-11

-7

-18

-18

Basis:


Satisfaction regarding IT-tool: Booking

Romania - OVERALL


22% 20% 31% 17%

-

11% - -

Question:

15

Yes, and I have submitted my complaints

Yes, but I haven’t submitted my complaints

No, I had no complaints

Don’t know / no answer

Any reason to complain?

Cause for this complaint?

ratings regarding:

Claim management

A claim

A delay

A problem regarding invoicing

Other issues

Yes

No

Don’’t know / no answer

Did you have a claim?

ratings regarding:

Complaint management

Basis:

Claims and Complaints

Has there been any reason to complain at ... about the ... mode within the last 12 months?; What was the cause for this complaint?; Did you have a claim with ... in the last 12 months?All respondents

Romania - OVERALL


22% 20% 31% 17% - 11%

-

-

Question:

16

Yes, and I have submitted my

complaints

Yes, but I haven’t submitted,

my complaints



A claim

A delay


Other issues

Yes

No





DB Schenker 2018

Basis:

Values in %


Has there been any reason to complain at ... about the ... mode within the last 12 months?; What was the cause for this complaint?; Did you have a claim with ... in the last 12 months?All respondents

10

2

83

5

0

59

26

24

8

86

6

Romania - OVERALL


22% 20% 31% 17% - 11%

-

-

Question:

17

0 10 20 30 40 50 60 70 80 90 100– +

Excellent image overall

Professional

Globally positioned

Customer oriented

Wide service range

High quality

Reliable

Easy-to-use

Accessible

Future oriented

Digital minded

Environmentally friendly

Innovative

DB Schenker

Basis:For each statement, please judge how well it applies to what you think of the providers.All respondents


Overall image among competition:

Romania - OVERALL


Question:

18

Land Transportation

Overall

Ocean Freight

Agenda


2.

3.

4.

Romania

19

–

+ 100

75

50

25

0

83

89 87 89

8387

75

848387 86 87 85 86

68

75

848388 87 87 86 84

5863

84

Contact

point

Relevance

OS


clearance

IT-/ information

systemsInvoicing

Complaint

management

Claim

management

Overall

satisfaction

2015 2017 2018

Basis:


All respondents (LAND TRANSPORTATION)How satisfied are you with ... with regards to ... in general?


Romania - LAND TRANSPORTATION

Question:


20


complaints


my complaints



A claim

A delay


Other issues

Yes

No





DB Schenker 2018

Basis:

Values in %


Has there been any reason to complain at ... about the ... mode within the last 12 months?; What was the cause for this complaint?; Did you have a claim with ... in the last 12 months?All respondents (LAND TRANSPORTATION)

11

2

81

6

0

58

26

23

8

86

6

Romania - LAND TRANSPORTATION


Question:

21

Overall

Land Transportation

Ocean Freight

Agenda


2.

3.

4.

Romania

22

–

+ 100

75

50

25

0

7982 82

79

88

7782

85 85 83 8581

8488 87

90 88 89

Contact

point

Relevance

OS


clearance

IT-/ information

systemsInvoicing

Complaint

management

Claim

management

Overall

satisfaction

2015 2017 2018

Basis:


All respondents (OCEAN FREIGHT)How satisfied are you with ... with regards to ... in general?


Romania - OCEAN FREIGHT

Question:


23


complaints


my complaints



A claim

A delay


Other issues

Yes

No





DB Schenker 2018

Basis:

Values in %


Has there been any reason to complain at ... about the ... mode within the last 12 months?; What was the cause for this complaint?; Did you have a claim with ... in the last 12 months?All respondents (OCEAN FREIGHT)

3

3

94

0

9

81

9

Romania - OCEAN FREIGHT


Question:

DB Schenker 2018 - Romania · OS Sales Customer service Transport Customs clearance IT-/ information systems Invoicing Complaint ... Respondents with EDI-Connection Do you have an

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