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