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Shippers’ satisfaction with road haulage services in CEE countries

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Presentation on theme: "Shippers’ satisfaction with road haulage services in CEE countries"— Presentation transcript:

1 Shippers’ satisfaction with road haulage services in CEE countries
Klaas Westerkamp

2 Shippers’ satisfaction with road haulage services in CEE
Objectives To what type of companies do shippers contract out transport & logistics? Which quality aspects are important for shippers in CEE? Are there quality differences between EU / CEE hauliers? In which areas should hauliers in CEE invest to improve their services?

3 Shippers’ satisfaction with road haulage services in CEE
Survey set up Questionnaire sent to CEE branches of Western based multinationals Nestle, Philips, Bosch, Shell, IBM, Ericsson, Cargill, Basf, Xerox, etc All CEE countries

4 Shippers’ satisfaction with road haulage services in CEE Response breakdown per country

5 Shipper’s satisfaction with road haulage services in CEE Response breakdown per industry

6 Shipper’s satisfaction with road haulage services in CEE International transport contracted out to:

7 Shipper’s satisfaction with road haulage services in CEE Domestic transport contracted out to:

8 Shippers’ satisfaction with road haulage services in CEE Quality rating hauliers

9 Shippers’ satisfaction with road haulage services in CEE Importance of quality aspects
Mark WE CEE Branch CEE Reliability 4,74 3,92 3,73 3,65 Price 4,32 2,93 3,80 3,82 Transit time 4,05 3,83 3,93 3,65 Flexibility 4,21 3,38 4,00 3,88 Safety 4,37 4,15 4,00 3,47 Tracking & Tracing 3,58 4,25 4,00 3,12 Geographic scope 3,32 4,17 4,20 3,53 Value added services 2,84 3,91 3,93 3,38 Quality certification 3,58

10 Shippers’ satisfaction with road haulage services in CEE In which areas should hauliers invest:
Expanding logistics services 3,68 Expanding geographical scope 3,47 Distribution services 3,89 Tracking & Tracing 3,79 Quality certification 3,53 Quality management/staff 4,32 Warehousing / storage 3,42 Vehicle fleet 3,79 Knowledge intermodal 3,68 Knowledge modern logistics 4,16

11 Shippers’ satisfaction with road haulage services in CEE Main weak points CEE hauliers:
Knowledge management / staff Logistics, global concepts, customs, language, Activity based costing Reliability / flexibility Information / ICT Tracking & Tracing, Estimated Time of Arrival, accuracy of information

12 Shippers’ satisfaction with road haulage services in CEE
The End Thank you for your attention Klaas Westerkamp NEA Transport research and training The Netherlands


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