Final Report-India Post-IMRB-Express Parcel Post

IMRB International
No. 105, Pantheon Road

Egmore, Chennai 600 008
Tel: +91 44 4229 0601 Fax: +91 44 4229 0500
www.imrbint.com
Market Research Report 2012

Express Parcel Post (EPP)
Final Report Round II
December 2012
Prepared for: Business Development & Marketing Directorate, Department of Posts

By: IMRB International
IMRB/RK/VS/AW/KG/DEC/2012
India Post
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CONTENTS
1
Background................................................................................................................. 7
Objectives................................................................................................................... 8
Study Methodology ...................................................................................................... 9

3.1
Supply Side .......................................................................................................... 9
3.2
Demand Side ........................................................................................................ 9
Study Findings ..................................................................................................................12

4
Macroeconomic Scenario .............................................................................................13

4.1
Indian Economy Overview ....................................................................................13
4.2
Transport Sector ..................................................................................................14
4.3
Structure of Logistics/Transport Services Industry...................................................15
4.4
Express Parcel Post: Definition of the Market ..........................................................17
4.5
Parcel Services: Indian Market ..............................................................................18
4.6
Market, State Wise ...............................................................................................29
4.6.1
Market Size Based On GDP .............................................................................29
4.6.2
Market Size Range .........................................................................................30
Competition Scenario ..................................................................................................32

5.1
Players In The Industry ........................................................................................32
5.2
Market Share of Major Players, Value.....................................................................32
5.2.1
State Wise Market Share of India Post.............................................................34
5.3
Market Share of Major Players, Volume ..................................................................35
5.4
Comparison of Products........................................................................................36
5.5
Profile of Major Players .........................................................................................36
5.5.1
Indian Railways .............................................................................................36
5.5.2
Safexpress ....................................................................................................37
5.5.2.1 Products & Services .......................................................................................37

5.5.3
Gati ..............................................................................................................38

5.5.4
Transport Corporation of India .......................................................................41

5.5.5
Patel Roadways .............................................................................................42
Express Parcel Post Market Research Report, 2012
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5.5.6
Associated Road Carriers ................................................................................43

5.5.7
5.6
6
Relative Strengths & Weaknesses of Major Players .................................................45
Customer Scenario .....................................................................................................46

6.1
Demographic Profile, Individuals, Customers & Non Customers ................................46
6.1.1
Education Profile ...........................................................................................46
6.1.2
Occupation Profile .........................................................................................46
6.1.3
Internet Connection .......................................................................................48
6.2
Establishments, Customers & Non customers .........................................................48
6.2.1
6.3
Internet Penetration ......................................................................................49
Usage Practices, Customers ..................................................................................50
6.3.1
Destination Profile .........................................................................................50
6.3.2
Specifications Of Parcels ................................................................................51
6.4
Other Players ................................................................................................44
Perceived Advantages & Disadvantages Of EPP ......................................................52
6.4.1
Reasons for Using EPP, Customers ..................................................................52
6.4.2
Perceived Disadvantages of EPP, Customers ....................................................52
6.5
Awareness of Value Added Services of EPP, Customers ...........................................54
6.6
Awareness, Usage & Perception, Among Customers ................................................55
6.7
Non customers of EPP ..........................................................................................57
6.7.1
Awareness, Consideration And Usage Of EPP ...................................................57
6.7.2
Reasons for Choosing A Service Provider .........................................................58
6.7.3
Reasons for Not Using EPP .............................................................................58
Conclusion & Recommendations ..................................................................................59

7.1
Conclusion...........................................................................................................59
7.1.1
Macroeconomic Scenario ................................................................................59
7.1.2
Competition Scenario .....................................................................................60
7.1.3
Customer Scenario ........................................................................................61
7.2
Recommendations ...............................................................................................62
7.2.1
Product ........................................................................................................62
7.2.1.1 Educational Institutions..................................................................................63
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7.2.1.2 E-Commerce .................................................................................................65

7.2.1.3 Packing And Moving Service ...........................................................................68
7.2.2
Place ............................................................................................................69
7.2.3
Promotion .....................................................................................................70
7.2.4
Price ............................................................................................................70
Annexure ...................................................................................................................72
8.1
Questionnaire Used For The Study ........................................................................72
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LIST OF TABLES
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1: SAMPLE SIZE ACHIEVED ..................................................................................................... 11

2: REVENUES OF DOMESTIC PARCEL SERVICE PROVIDERS ...................................................... 21
3: LIST OF TIER II & III PLAYERS ........................................................................................... 22
4: PARCEL SERVICES MARKET, FY 2012 BASED ON GDP .......................................................... 29
5: STATE WISE MARKET SIZE ESTIMATE ................................................................................. 31
6 : STATE WISE MARKET SHARE OF INDIA POST ..................................................................... 34
7: PRODUCTS OF COMPETITORS THAT ARE COMPARABLE TO EPP ........................................... 36
8: STRENGTHS & WEAKNESSES OF SPEED POST VIS--VIS COMPETITION ............................... 45
9: EDUCATION PROFILE OF EPP CUSTOMERS & NON CUSTOMERS, INDIVIDUAL SEGMENT ....... 46
10: OCCUPATION PROFILE OF EPP CUSTOMERS & NON CUSTOMERS, INDIVIDUAL SEGMENT ... 47
11: INTERNET CONNECTION, EPP CUSTOMERS & NON CUSTOMERS, INDIVIDUAL SEGMENT .... 48
12: NATURE OF ORGANIZATION, EPP CUSTOMERS & NON CUSTOMERS, ESTABLISHMENTS...... 48
13: AVAILABILITY OF INTERNET CONNECTION, ESTABLISHMENT SEGMENT ............................ 49
14: DESTINATION OF PARCELS, EPP CUSTOMERS ................................................................... 50
15: TYPE OF DESTINATIONS, EPP CUSTOMERS ....................................................................... 51
16: TYPES OF PARCELS MOST SENT, EPP CUSTOMERS ............................................................ 51
17: MOST IMPORTANT REASON FOR USING EPP, EPP CUSTOMERS .......................................... 52
18: DISADVANTAGES OF EPP, EPP CUSTOMERS -2011 ............................................................. 52
19: DISADVANTAGES OF EPP, EPP CUSTOMERS -2012 ............................................................. 53
20: AWARENESS OF VALUE ADDED SERVICES OF EPP, EPP CUSTOMERS .................................. 54
21: USAGE OF VALUE ADDED SERVICES, EPP .......................................................................... 55
22: AWARENESS AND USAGE OF OTHER SERVICE PROVIDERS, EPP CUSTOMERS ..................... 55
23: USE OTHER SERVICE PROVIDERS, EPP CUSTOMERS .......................................................... 56
24: TOP BEST SERVICE PROVIDERS, EPP CUSTOMERS ............................................................ 56
25: AWARENESS OTHER PARCEL SERVICES, EPP NON CUSTOMERS ......................................... 57
26: REASONS FOR NOT USING EPP, NON CUSTOMERS ............................................................ 58
26: PRICING SCENARIO 1 ....................................................................................................... 71
27: PRICING SCENARIO 2 ....................................................................................................... 71
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LIST OF FIGURES
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
FIGURE
1: GDP GROWTH, FY 2005 TO 2012 ...................................................................................... 13

2: COMPONENTS OF GDP, 1990-91 ....................................................................................... 14
3: COMPONENTS OF GDP 2010-11 ........................................................................................ 14
4: COMPONENTS OF GDP, 2011-12 ....................................................................................... 14
5: GROWTH IN TRANSPORT SECTOR, FY2005 TO 2012.......................................................... 15
6: STRUCTURE OF LOGISTICS INDUSTRY .............................................................................. 16
7: SCHEMATIC - DEMARCATION BETWEEN EXPRESS PARCEL AND OTHER SERVICES .............. 17
8: STRUCTURE OF PARCEL SERVICES MARKET IN INDIA ........................................................ 20
9: EXPRESS PARCEL OPERATOR, TAMIL NADU....................................................................... 28
10: EXPRESS PARCEL OPERATOR 2, TAMIL NADU .................................................................. 28
11: SHARE OF MAJOR PLAYERS IN PARCEL SERVICES BY VALUE, 2010-11 .............................. 32
12: SHARE OF MAJOR PLAYERS IN PARCEL SERVICES BY VALUE, 2011-12 .............................. 33
13: SHARE OF MAJOR PLAYERS IN PARCEL SERVICES BY VOLUME, 2010-11 ........................... 35
14: SHARE OF MAJOR PLAYERS IN PARCEL SERVICES BY VOLUME, 20111-12 ......................... 35
15: FINANCIAL INFORMATION FOR SAFEXPRESS ................................................................... 37
16: FINANCIAL INFORMATION FOR GATI .............................................................................. 39
17: FINANCIAL INFORMATION FOR TCIL ............................................................................... 41
18: FINANCIAL INFORMATION FOR ARC ................................................................................ 43
19: SECTOR PROFILE, EPP CUSTOMERS ................................................................................ 48
20: SECTOR PROFILE, EPP NON CUSTOMERS ........................................................................ 49
India Post
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1 BACKGROUND
The Department of Posts, under the Ministry of Communications and Information Technology,
aims to provide high quality mail, parcel and related services in India and throughout the world.
In order to remain competitive, India Post wanted to ascertain the market share of its various
services in their respective area of operation.
After knowing the status quo, India Post can determine what targets it would like to set for
increasing market share. Further, India Post also wants to understand usage practices and
attributes of various customer segments so that it can target suitable action as required
ultimately leading to higher market share. To understand the market and set suitable goals this
study is to be carried out once a year over a period of three years.
In the first year, the study would focus on status of the market and India Posts services. The
study would be repeated the subsequent year to determine growth, change in market scenario
and change in expectations, usage patterns of customers and suggest suitable corrective
measures to further improve services. This exercise would be repeated once more in the third
year.
The products / service categories covered as part of the study are as below:
Speed Post
Express Parcel Post
International Parcel Post
Postal Life Insurance
Post Office Savings Bank
Money Transfer (Domestic as well as international)
Business Mail
The report is for the second round of the survey and it focuses on Express Parcel
Post Service of India Post.
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2 OBJECTIVES
1) Define Express Parcel Post in market context.
a) Identify major players and their current offerings in the market.
2) Estimate the market size of each of these products in terms of:a) Volume
b) Revenue
3) To estimate the market share of India Post in Express Parcel Post.
4) To estimate the current market share of each of the top five competitors vis--vis India
Post.
5) Identify customer segments for Express Parcel Post along with their usage characteristics
and attributes.
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3 STUDY METHODOLOGY
3.1 SUPPLY SIDE
The supply side perspective was primarily used to answer Research Objective No. 1, 2, 3 and 4.
Unstructured interviews were conducted among the top players in the Express Parcel service
industry in the country.
The supply side players were divided into three segments namely (1) Large national players
(Ex: Indian Railways, Gati, Safexpress, TCI XPS) (2) Medium regional players (Ex: Patel
Roadways) and (3) Small local players (Ex: KPN, Vision International Couriers, VJB Courier, Sri
Kanya Parcel Service, Sri Ravi Parcel Service)
For large national players, we conducted Unstructured Business Interviews (UBI). These
interviews were qualitative in nature and we probed them on their volume and value of express
parcel business. All interviews for the study were done face-to-face. Many companies
contacted were offering express parcel services as well as other services such as
courier, freight movement and warehousing solutions.
Also their businesses are
aligned differently as compared to India Post. In depth probing was carried out to
arrive at the estimates of express parcel market. Regional players were also met and
similar data was obtained. In addition, we also asked them about other regional players in the
region and their estimate of the business.
Similar information was obtained interviews that were conducted with small players in the top
15 to 20 large cities.
The business volumes of the small, medium and large players were added to arrive
at the market size and share.
A total of 40 companies were met.
3.2 DEMAND SIDE

In individual segment, all the Customers of Express Parcel Post service were met at the
respective General Post Office (GPO) of the city or other large post offices. The interviews were
done over a period of a month with our representatives getting responses from those using
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Express Parcel Post service. The respondents were chosen randomly by meeting every nth
customer who walks in post office to use the service. The n varied for each post office
depending on the number of people walking into the post office in a day.
In individual segment, Non customers of Express Parcel Post service were met through a
household survey in different regions of each of the study centre. Only those households were
interviewed who had used some other parcel service in the last 6 months but not used Express
Parcel Post service in that period.
In establishment segment, Customers were met through two methods. Respective post offices
of India Post provided database of existing customers which was used to contact and interview
respondents. The second method involved walk-in customers who were establishment
customers. In establishment segment, Non Customers were met by doing a random
establishment survey in different regions of each of the study centre. Only those companies
were interviewed who had used some other parcel service in the last 6 months but not used
Express Parcel Post service in that period.
For all establishment customers, administration manager were met. The field-work for the study
was carried out during the period August-October 2012.
The following table shows the achieved sample size among all segments.
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Table 1: Sample Size Achieved
Region
North
West
South
East
City
Individual
Corporate
14
17
91
15
855
29
98
47
26
07
70
20
158
59
10
08
70
28
90
31
70
21
90
31
12
11
12
13
23
16
70
95
1,104
21
32
386
Chandigarh
Shimla
Srinagar
Amritsar
Ludhiana
Lucknow
Kanpur
Agra
Dehradun
Delhi (NCR)
Ahmedabad+Gandhinagar
Bhopal
Indore
Mumbai
Pune
Nagpur
Jaipur
Jodhpur
Hyderabad
Visakhapatnam
Vijayawada
Bangalore
Hubli-Dharwar
Thiruvananthapuram
Kochi
Kozhikode
Chennai
Coimbatore
Madurai
Puducherry
Patna
Ranchi
Guwahati
North East
Bhubaneswar + Cuttack
Kolkata
TOTAL
GRAND TOTAL
Customers
Non Customers
Grand Total
1,490
Individuals
Establishments
796
308
287
99
1,490
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STUDY FINDINGS
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4 MACROECONOMIC SCENARIO
4.1 INDIAN ECONOMY OVERVIEW1
Indias GDP at constant prices has grown at a CAGR of 8.3% in the period between FY 2005 to
FY 2012. GDP at current prices has grown at a CAGR of 15.7% in the same period. These
values are slightly lower when compared to that of the period FY 2005-2011, indicating that
pace of economic growth has slowed down marginally in the past year. Inflation has averaged
8.9%.
82.3
90.0
73.1
All values in Rs. Trillion

Source: RBI
80.0
70.0
60.0
50.0
29.7
40.0
30.0
29.7
20.0
34.0
32.5
39.4
35.7
CAGR: 15.7%
61.3
45.4
38.9
52.3
41.6
CAGR: 8.3%
44.9
48.8
52.0
10.0
GDP (Current Prices)

GDP (Constant Prices)
0.0
2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12
Figure 1: GDP Growth, FY 2005 to 2012
Of the three segments which contribute to GDP, Industry constitutes 27% of the GDP of India.
This ratio has not changed substantially in the last 20 years since liberalization.
Agriculture contribution has reduced from an average share of 28.4% (1990-2000) to14% in
2011-12. The major change has been the rapid growth in service industry which has outpaced
overall GDP growth. Services now constitute 59% (excluding construction) of the Indian
economy.
Source: Central Statistical Organization
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41%
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31%
Agriculture
Industry
Services
28%
Figure 2: Components of GDP, 1990-91
16%
55%
29%
Agriculture
Industry
Services
Figure 3: Components of GDP 2010-11
14%
59%
27%
Agriculture
Industry
Services
Figure 4: Components of GDP, 2011-12
Similar to 2010-11, Transport, Storage and Communications continued to have the highest
growth rate amongst services sub-sectors. The growth is estimated to be ~14 % in 2011-12
and this sub-sector has a share of ~10.6% in real GDP. The courier industry is a sub division of
the transport sector.
4.2 TRANSPORT SECTOR

The share of Transport sector (Railways, Other means) in GDP is 7.7%. The following chart
shows the growth in Transport, Storage & Communication. Railways & Transport, Other Means
are segments within the overall Transport, Storage & Communication sector.
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7,000.0
6,000.0
6,337.1
All Values in Rs. Billion

4,783.7
5,000.0
4,078.6
3,232.4
3,000.0
2,494.8
2,000.0
1,692.9
1,000.0
0.0
2,789.6
2,246.9
2,497.6
2,876.0
4,444.2
3,947.4
3,632.8
4,000.0
CAGR : 14.2%
5,628.7
CAGR : 14.8%
3,189.2
1,939.1
297.0
306.2
354.8
454.1
470.6
613.3
584.8
658.4
2004-05
2005-06
2006-07
2007-08
2008-09
2009-10
2010-11
2011-12
Transport, Storage & Communication
Railways
CAGR : 12.0%
Transport, Other Means
Figure 5: Growth in Transport Sector, FY2005 to 2012
Transport, Storage & Communication Sector at current prices has grown at a CAGR of 14.8
14.2% in the period between FY 2005 to FY 2012. Within this sector, railways have grown at a
CAGR or 12.0 % while transport by other means has grown at a CAGR of 14.8%.
The railway sub-segment is estimated to be Rs. 658.4 billion at current prices in FY 2012 as
against Rs. 584.8 billion if FY 2011, while transport by other means is estimated to be Rs.
4,444.2 billion as against Rs. 3,947 billion in 2011. The transport sector has shown a growth of
13% over the previous year.
4.3 STRUCTURE OF LOGISTICS/TRANSPORT SERVICES INDUSTRY

Transport/Logistics service is a large industry and consists of various categories of services. The
following chart summarizes the various services within this vast field.
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Figure 6: Structure of Logistics Industry
Logistics/Transport services can be classified into 12 categories based on the mode of

transportation (Road, Rail, Water, and Air) and range of services (Transportation, Warehousing,
Value Added Services).
Express parcel services are value added services which use surface modes like rail
and road. They are costlier than pure transportation services because of services
like parcel tracking, door-to-door delivery etc. These are time-bound deliveries that
are faster than pure trucking services but slower compared to courier services. They
are more customer-centric and relatively hassle free to use.
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Figure 7: Schematic - Demarcation between Express parcel and other services
Express parcel services would be premium service when compared to standalone

transportation service like trucking or simply warehousing.
4.4 EXPRESS PARCEL POST: DEFINITION OF THE MARKET

It is defined by India Post as the express delivery of parcels to domestic locations. The upper
limit of the parcel is 35 kg, within India. This service of India Post almost always uses surface
delivery modes only. It competes primarily with door-to-door express parcel service providers
using surface mode include TCI, Gati, Safexpress, Indian Railways etc. It is to be noted that
every player defines the upper limit of parcel that can be accepted by them in their
own way. In such cases, only those services which fall within prescribed weight
limits defined by EPP and which directly compete with EPP in terms of their value
offering have been included for market size calculations.
Express Parcel Post is almost always delivered by surface (Rail/Road). We have not
included any parcel delivery done by air as competition.
Further, some players like Indian Players act as back-end service providers for other players.
For example, India Post uses Indian Railways for transporting EPP consignments. This is
common in the industry as many players use other service providers for transporting goods. For
example: small service providers use other passenger bus service to transport their cargo. In all
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such cases, the business is attributed to the entity providing the end-to-end service for the
customer.
We will define the market as any express parcel service for domestic locations using
surface modes (Rail, Road). We will define it as parcels that are within 35 kg. It is
characterised by time bound deliveries. The transit time however is typically much
longer when compared to courier service, which is the major distinction.
However, within city limits and shorter distances, the distinction between courier
services and express parcel post blurs as the time component (dependent on node
of transport) would nearly be the same.
4.5 PARCEL SERVICES: INDIAN MARKET

This market for transport of 35 kg and below parcels by surface mode can be further divided
into the three tiers based on the product offering, price and the target segments of the various
players.
1) Segment I: Large service providers with pan India operations with well developed
infrastructure including large fleet of own/vendor vehicles, trained personnel, computerized
offices. For example: Gati, Safexpress, TCI XPS, ARC etc. Typically all of them have
additional business like trucking, supply chain solutions etc.
2) Segment II: Regional travel & transport companies who offer parcel services. For
example: KPN, Jahan Travels, VRL etc. Many of them have other business including
passenger transport. Their fleet may consist of trucks, buses or a combination of both.
There are some players in this category who operate as pure-play parcel service providers.
3) Segment III: Smaller travel and transport companies who offer parcel service. Their
footprint is limited to a few cities where they offer their services. This segment can again be
divided into two types of players; bus operators who also double up as parcel transport
companies and pure-play parcel service providers. Those who do not provide door-to-door
service.
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Express Parcel Post and Indian Railways Parcel service are two unique players in this market.
The reasons are:
The charges are very competitive compared to Segment II players.
Both have focus on individual and establishment segment like Tier II and III players.
Typically Tier II and III players are not strong in B2B segment, especially large
organizations.
Both have a nationwide setup unlike Tier II and III players who are typically strong in 1 or 2
regions only.
Both offer value added services which are offered only by Tier I and the leading Tier II
players only.
This is explained in the following schematic.
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India Post
Segment I
IMRB International
High charges per consignment

National network; mainly in metros and large cities.
Heavy investment in infrastructure, warehouses, human resources
etc.
Not present in passenger transport business.
High presence in other business like cargo, supply chain outsourcing
etc.
Focus on value added services like tracking, assured delivery within a
number of days etc.
Focus on corporates and individuals.
Segment II
Medium charges per consignment

Regional Network; metros and Tier II and III cities.
Moderate investment in infrastructure, warehouses, human
resources etc.
May or may not be present in passenger transport business.
Limited presence in other business like cargo, supply chain
outsourcing etc. is limited.
Not much focus on value added services.
Focus on individuals and small businesses.
Segment III
Medium to low charges per consignment

Presence in few cities.
Low investment in infrastructure, warehouses, human resources etc.
May or may not be present in passenger transport business.
No presence in other business like cargo, supply chain outsourcing
No focus on value added services.
Focus on individuals and small businesses.
Figure 8: Structure of Parcel Services Market in India
The following table provides the revenues from products of private players which are similar to
Express Parcel Post services. The players have been divided into Tier I, II and III as described
earlier. The source of the information is primary survey done among suppliers as well as
audited annual reports of these companies.
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Table 2: Revenues of Domestic Parcel Service Providers
Tier
II
III
-------
Company Name
Safexpress
Gati
TCI XPS
Others (Blue Dart, AFL, DTDC etc.)
Patel Roadways
ARC
VRL Parcel Service
Trackon Couriers
ABT
Tier II Others (KPN, Parveen, Various
State Road Transport Corporations)
Central Parcel Service
Rathi Meena Travels
Prakash Parcel Services
Anant Parcel Service
Fast Parcel Services
On Wheels Parcel Service
Tamil Nadu Parcel Service
Flyking
Tier III Others
India Post
Indian Railways
Total
Revenue in Rs. Crore
Revenue in Rs. Crore
FY 2011 (L)
20
40
20
50
15
30
15
10
10
FY 2011(U)
30
70
30
100
20
40
30
15
20
FY 2012 (L)
FY 2012 (U)
22
45
22
55
17
35
17
11
11
35
80
35
115
25
45
35
17
25
90
185
100
215
2
2
1
1
1
1
2
3
310
53.5
150
826.5
5
4
3
3
3
3
5
5
415
53.5
250
1,289.5
2
2
1
1
1
1
2
3
330
72
165
5
5
3
3
3
3
5
4
450
72
280
915
1,460
L- Lower, U- Upper
In terms of value, Tier I players account for approximately 15.7% to 18.2% share with players
like Safexpress, Gati and TCI XPS. Tier II accounts for 21.0 to 25.0% share; this includes
players like Patel Roadways, ARC, VRL Parcel Service and various state road transport
corporations. Finally, Tier III players account for around 37.5% to 32.9% of the market by
value with presence of many small players. India Post share is estimated to be in the region of
5.0% to 7.2% and that of Indian Railways between 18.0% and 19.1%.
The share of India
Post is has increased this year because it has grown at a much higher rate when compared to
the industry.
There a number of small players in this market in the Tier II and III category accounting for a
significant share of the market. It is to be noted that many of the small courier players who
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operate within a state also compete with both Speed Post and Express Parcel Post service.
Some of the companies that we came across in the two rounds of survey are given below.
Table 3: List of Tier II & III Players
Company Name
State
Airex Couriers
ANL Parcel Service
Cablenet Courier Services
Central Parcel Service
Deccan World Courier Service
G S Courier Service
Goel Parcel Carriers
Hanuman Daily Parcel Service
Inter India Courier Express
JSR Express
Kowuru Regular Parcel Service
Messenger Courier
New Global Express
New Hyderabad Parcel Service
Pacific Express Couriers
Palnadu Daily Parcel Services
Pankaj Cargo Movers
Premier Express Couriers
Ramex Express Courier Service
Sakshi Couriers
Sanchar Courier
Savega City Express Courier
Seetha Ramanjaneya Parcel Service
Skymail Worldwide Express
SLNS Worldwide Express
SME Express Courier Services
Southern Express
Sri Ambey Express Courier Services
Sri Kanya Parcel Service
Sri Ravi Parcel Service
Sri Sunil Daily Parcel Service
Superfast Couriers
Telengana Parcel Service
Tracknet Courier
Ucall Courier
V B S Parcel Service
V K City Courier
Vijay Express Couriers
Vijayadhanalakshmi Daily Parcel Service
World First Courier Express
KIC Courier
SG Commercial Service
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Andhra
Assam
Assam
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
Pradesh
22
India Post
JNL Packer & Movers

Monopoly Couriers & Cargo
Rekhi Transport
Alfa Courier Service
First Connection
Indian Express Courier
Jay Ambe Parcel Service
K Gopal Parcel Service
Kajal Couriers
Laksh Parcel Service
Midway Express Courier
Patel Express Courier
Pawandoot Express Courier
Pegasus Courier
Pradesh Parcel Service
Shankar Parcel Service
Shiv Punjabi Parcel Service
Shree Ambe Maa Parcel Service
Shree Anjani Courier Service
Shree Maruti Courier
Shreeji Express Courier & Cargo
Star Parcel Service
Sunlight Courier Services
Trishul Logistics
Venus Express Courier Services
Deep Blue Xpress
ASM
City Delivers
Ambit Courier Service
New Courier Service
On Day Courier & Cargo
A S Packers & Couriers
Aishwarya Associates
Apollo Express Courier Service
Ashok Airways Courier
Ben Xpress
Caper Express
Classic Courier
Coastline Express
Economic Express Courier Company
Enbee Couriers
Exodus Courier & Cargo
GMS Express
Hallmark Cargo & Couriers
Indcity Courier Service
Janapriya Courier Services
Messenger Logistics Solutions
Metex Metro Express Couriers
Om Express Hex Courier
IMRB International
Bihar
Chhattisgarh
Chhattisgarh
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Gujarat
Haryana
Himachal Pradesh
Himachal Pradesh
Jharkhand
Jharkhand
Jharkhand
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
23
India Post
Pigeon Courier Services

Quick Transports and Couriers
Rain Drops Courier Services
Rainbow Couriers
Shah Couriers Private Limited
Sharma Transports
Southern Courier Services
Speed Express International
Speedking Courier Services
Sri Lakshmi Narasimha Transport Company
SS Transport & Cargo
Surfair Courier
Time Express
Transworld Express Couriers
Trident Express Courier Service
VJB Courier
VR Parcel Movers
Classic Star Parcel Service
Establishment Couriers
Indu Couriers
JSL Courier & Cargo
Kairali Couriers
Malabar Couriers
Speed & Safe couriers
Sprout Parcel Service
SV Express
Welgate Express Courier
Ashish Transport Service
Courier King
Deluxe Courier
DIG Courier
Fast Courier Service
Hand To Hand
Khatri Courier Service
Kuneel Couriers
Madhur Express
Neelam Courier And Cargo
New Jaiswal Transport
One 'o' Clock Express
Prakash Parcel Services
Reliance Courier
Royal City Courier Service
Saint Vasudev Courier Service
Shri Shivshakti Transport Couriers
Smart Courier
Vishal Courier
Anant Parcel Service
Cityland Express Courier
CPC Parcel Service
IMRB International
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Karnataka
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Kerala
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Madhya Pradesh
Maharashtra
Maharashtra
Maharashtra
24
India Post
Crown Connection
Express Parcel Service
Falcon courier
Gobind Parcel Service
Goel Roadways
Good Day Express
Grand Slam Express
Green Dart Logistics
K. G. N Transport Services
Mehraj Logistics
Metro Time Express
New Parcel Service
Om Bharat Transport
Organized Courier & Logistic Services
Pace Express
Palande
Perfect Courier And Cargo
Poonam Courier
Proactive Couriers & Cargo
Rworld Couriers
Silverline Express
TPC
Transpeak Courier & Logistics
Vichare
Western Parcel Service
Akashganga Courier
Anand Courier & Cargo
Chain Express Courier Services
Crown Courier
Day Night
Fast Parcel Service
Global Parcel Services
Godara Express Courier Service
Jet Courier and Cargo Services
Kaizen Express Courier Services
Megha Parcel Service
Okara Parcel Service
Om Logistics
On Dot Courier
Overseas
Quick Railway Parcel Service
Raj Integrated
Ramkishan Transport Company
S N Parcel Service
SAL Logistics
SM Courier Services
Trade Wings Express Courier
Trust Express Services
IMRB International
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
Maharashtra
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
New Delhi
25
India Post
Western Express Couriers

A B M Courier Service
POVC Courier Services
Radhika Express
Reliable Courier Service
Sea shore Courier & Cargo
AAA Courier Company
Airmen Courier Service
BSA Citi Couriers
DEB Courier Service
Elite Courier Service
FMCL Worldwide Courier
Jain Courier Service
Ludhiana Express
Safe & Sound Logistics
Sigma Express Courier Service
Sunrays Express Courier
Naveen Courier
On Point Express Courier Service
Pushpak Courier Service
Viratra Travels
VK Express
ABT Express Courier
ABT Travels
ACX Courier
AJ Worldwide Express
AKR Express
Alliance Expert Courier
AMT Parcel Service
ARC Parcel Service
Citizen Courier Services
Deccan Shipping & Transport Services
Dex Solutions
Elbex Couriers
Esquire Express
Franch Express
Ganapathi Parcel Service
Jahan Travels
KPS Parcel Service
KPN Parcel Service
Legend International Courier & Cargo
New Touch Express Courier
Parcel By Night
Parveen Travels - Express Parcel
R U T Parcel Service
Ramu Parcel Service
Reputed Express Courier
Royal Golden Roadlines
S M R Transports & Parcel Service
IMRB International
New Delhi
Orissa
Orissa
Orissa
Orissa
Orissa
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Punjab
Rajasthan
Rajasthan
Rajasthan
Rajasthan
Rajasthan
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
26
India Post
SKT Parcel Service

Sri Abhirami Parcel Service
SRM Transport
Tamil Nadu Parcel Service
Target Logistics
Transwell Express Courier
Udhayam Parcel Service
World Star Express
Arora Courier Service
Blue Bird Courier
Condor Express Courier
Ever Green Express Courier
F R C Road Lines Daily Parcel Service
Jaina Courier Service
Khare Courier
Laxmi Courier
Night and Night Courier
Rajkamal Transport Company
Sai Express Services
Venus Courier Services
Yogesh Courier
AB Logistics
Aerofast Express Courier
Akashdoot Courier Service
Courier World
Dolphin
Exdel Courier Service
Gee Air Courier
Good Luck
Indo Nepal Courier Service
Inland Courier
Jai Mata Di Transport Service
Kalinga Courier Service
Metropolitan Courier
Pacific Courier Service
Pal Goods Transport Company
Shivam Courier Service
Speedman Services
Sugam Parivahan
Suvidhi Express Courier
Velocity Express
Yogayog Courier
IMRB International
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Tamil Nadu
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
Uttar Pradesh
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
In addition to above, almost every inter-city bus operator also offers parcel services.
Competition for EPP service includes all state road transport corporations and
private players offering such services.
The following pictures show a couple of
parcel operators in Tamil Nadu.
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Figure 9: Express Parcel Operator, Tamil Nadu
Figure 10: Express Parcel Operator 2, Tamil Nadu
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4.6 MARKET, STATE WISE

4.6.1 MARKET SIZE BASED ON GDP
The size of the parcel market as defined by us is directly dependent on the level of economic
activity. The level of economic activity can be represented by an indicator like GDP. Given this,
the state wise market for parcel services as defined by us can be estimated basis the proportion
of contribution of a given state in the GDP of India. Using this method, the state wise market is
split in the following manner.
Table 4: Parcel Services Market, FY 2012 based on GDP
State/ Union Territory

Andaman & Nicobar Islands
Andhra Pradesh
Arunachal Pradesh
Assam
Bihar
Chandigarh
Chhattisgarh
Delhi
Goa
Gujarat
Haryana
Himachal Pradesh
Jammu & Kashmir
Jharkhand
Karnataka
Kerala
Madhya Pradesh
Maharashtra
Manipur
Meghalaya
Mizoram
Nagaland
Orissa
Pondicherry
Punjab
Rajasthan
Sikkim
Tamil Nadu
Tripura
Uttar Pradesh
Uttarakhand
West Bengal
All India
Market Size in Rs. Crores

FY 2011
1
88
1
17
32
4
19
43
4
76
40
7
7
20
61
42
39
168
2
2
1
1
28
2
36
47
1
86
3
93
11
75
1,058
FY 2012
1
103
1
17
41
3
20
50
6
86
47
9
8
17
70
49
45
182
2
3
1
2
33
2
39
56
1
96
3
100
13
85
1,190
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Among states, Maharashtra is the largest market followed by Uttar Pradesh, Andhra Pradesh
and Tamil Nadu and Gujarat. The top five states form nearly fifty percent of the total market.
4.6.2 MARKET SIZE RANGE

Similar to GDP, we also estimated the market size based on urban population and number of
GSM subscribers in each state. We have used these three methods for estimating the state wise
share of the market. Each of these methods gave a market estimate for Express Parcel Services
by state. Taking the lowest and highest of the three estimates, we get a range. This is
summarized below.
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Table 5: State Wise Market Size Estimate
State/ Union Territory

Andhra Pradesh
Assam
Bihar
Gujarat
Haryana
Himachal Pradesh
Jammu & Kashmir
Jharkhand
Karnataka
Kerala
Madhya Pradesh
Chhattisgarh
Maharashtra
Orissa
Punjab
Rajasthan
Tamil Nadu
Uttar Pradesh
Uttarakhand
West Bengal
Delhi
North East (Except Assam)
Market Size (Rs. Crore)

FY 2011
79 to 88
12 to 18
32 to 44
64 to 76
24 to 40
7 to 9
7 to 10
20 to 30
60 to 66
42 to 45
39 to 56
12 to 19
143 to 168
20 to 30
29 to 36
48 to 54
86 to 101
93 to 125
9 to 11
75 to 82
43 to 46
11 to 12
FY 2012
87 to 103
14 to 20
37 to 45
73 to 86
27 to 47
9 to 11
8 to 11
17 to 25
68 to 74
47 to 50
45 to 63
15 to 20
161 to 182
22 to 35
33 to 40
54 to 63
96 to 111
100 to 140
10 to 13
85 to 92
45 to 52
12 to 13
The range of estimate is high for those states which have a very low or high per capita GDP.
For example, a state with high per capita GDP would mean that a lower population produces
much higher output. This would limit the number of telecom subscribers in the state due to
population limitations. In such cases, it is more reliable to depend on GDP.
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5 COMPETITION SCENARIO
5.1 PLAYERS IN THE INDUSTRY
Parcel services market as defined by us is highly fragmented with more than 400 companies
operating currently in the market. The public sector is strong in this space with presence of
India Post, Indian Railway and all state transport corporations. Many private players which are
into various other logistics businesses also offer parcel services. For example, Gati, TCI, and
Blue Dart etc; however, the bulk of the market is contributed by players providing mainly
regional and intra-city services. For example, many large inter-city bus operators also operate
door-to-door parcel services. Various local players who offer their services in a limited area also
offer parcel services.
It is to be noted that the upper limit of 35 kgs is unique to India Post EPP. Other players have
their own definition of what constitutes parcel services. For example, Indian Railways and bus
operators would also carry articles like two-wheelers in parcel services. In fact, in the Tier III
segment, there is no clear definition of what constitutes a parcel; they accept whatever
business that comes their way.
5.2 MARKET SHARE OF MAJOR PLAYERS, VALUE
18.1 to 19.4%
62.7 to 63.3%
4.1 to 6.5%
Indian Railways
India Post
Gati
4.8 to 5.4%
3.1 to 3.6%
2.3 to 2.5%
2.3 to 2.5%
ARC
TCI
Safexpress
Others
Figure 11: Share of Major Players in Parcel Services by Value, 2010-11
32
India Post
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5 to 7.2%
18.2 to 19.5%
61.8 to 62.8%
Indian Railways
India Post
Gati
5.2 to 5.7%
3.3 to 3.7%
2.4 to 2.8%
2.3 to 2.5%
ARC
Safexpress
TCI XPS
Others
Figure 12: Share of Major Players in Parcel Services by Value, 2011-12
It is estimated from the supply side that the total express parcel industry as defined by us in
India is valued at around Rs. 1,190 Crores for 2011-12. This market has grown by about 12%
from Rs.1, 058 crores in 2010-11. India Posts EPP has a share in the range of 5.0 to 7.2% in
this in market. The share of India Post has increased this year because of the high revenue
growth of EPP. The charts above shows market share of major players by value for 2010-11
and 2011-12.
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5.2.1 STATE WISE MARKET SHARE OF INDIA POST

Based on market size estimate discussed in Section 4.7 and revenues earned by EPP in each
state, following is the estimated market share.
Table 6 : State Wise Market Share of India Post
State/ Union
Territory
Andhra Pradesh
Assam
Bihar
Chhattisgarh
Delhi
Gujarat
Haryana
Himachal Pradesh
Jharkhand
Karnataka
Kerala
Madhya Pradesh
Maharashtra
Orissa
Punjab
Rajasthan
Tamil Nadu
Uttar Pradesh
Uttarakhand
West Bengal
Market Share (%)

FY 2011 (L)
2.3%
0.1%
14.0%
0.1%
29.4%
0.6%
3.5%
9.2%
0.9%
4.6%
1.7%
5.5%
5.0%
2.0%
3.4%
1.8%
4.4%
2.6%
4.7%
2.5%
FY 2011 (U)
2.6%
0.2%
19.2%
0.2%
31.4%
0.7%
5.8%
11.8%
1.3%
5.0%
1.8%
7.9%
5.8%
3.1%
4.2%
2.0%
5.2%
3.5%
5.7%
2.7%
FY 2012 (L)
3.2%
1.7%
17.3%
0.2%
37.7%
0.8%
3.6%
8.2%
0.2%
4.9%
1.8%
6.4%
5.2%
1.9%
4.6%
1.0%
6.6%
2.2%
0.8%
3.9%
FY 2012(U)
3.8%
2.4%
21.0%
0.3%
38.8%
0.9%
6.3%
12.9%
0.4%
5.4%
1.9%
9.0%
5.9%
3.0%
5.6%
1.1%
7.7%
3.0%
1.0%
4.3%
The market share in Delhi is high because of the concentration of government institutions.
Further, the presence of private companies is much higher in satellite cities like Gurgaon, Noida,
and Faridabad etc. which would be accounted for in respective state shares. The estimate is
also subject to higher error due to ease of movement between Delhi and neighbouring states.
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5.3 MARKET SHARE OF MAJOR PLAYERS, VOLUME

In terms of consignment volumes also, India Post is in the second position. The overall volume
in terms of consignments is in the region of 170 to 190 million consignments (from 150 to 180
million consignments in 2010-11). Following charts shown estimate of market share of major
players by volume for 2010-11 and 2011-12.
4.5 to 5.5%
17.0 to 19.0%
Indian Railways
India Post
Gati
3.5 to 5.0%
65.0 to 68.0%
3.0 to 3.5% ARC

1.5 to 2.5% Safexpress
1.5 to 2.5%
TCI
Others
Figure 13: Share of Major Players in Parcel Services by Volume, 2010-11
17.0 to 19.0%
Indian Railways
5.0 to 6.0%
Gati
3.7 to 5.2%
63.0 to 66.0%
India Post
3.3 to 3.7%
ARC
1.9 to 2.7%
Safexpress
1.5 to 2.3%
TCI
Others
Figure 14: Share of Major Players in Parcel Services by Volume, 20111-12
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The share of India Post has increased in 2011-12 because the volume growth (24%) has
exceeded volume growth of the industry (9-11%).
5.4 COMPARISON OF PRODUCTS

The following table lists the products of major competitors that compete with Express Parcel
Post service offered by India Post. The products in bold are those that are closest to EPP
offered by that particular company. The base for comparison is parcel services shipped by any
surface mode.
Gati and Safexpress have launched new products this year. Gati has recently started
a joint venture company for express distribution, Gati-KWE and has re-arranged its
product portfolio.
Table 7: Products of Competitors that are comparable to EPP
Safexpress
Gati
TCI XPS
Patel Roadways
Express (Safe
box 10 & 20 Kg)
Gati-KWE Laabh
Gati-KWE Desk to Desk
Gati-KWE Light
Express
Express Plus
Domestic Package
Express (Surface)
Patel Retail
Patel Sundry
Cam pus2Hom e
Easy2m ove
ARC
Blue Dart
AFL
DTDC
First Flight
ARC on
Schedule
Dart Surfaceline
Wiz Surface
(SPX)
DTDC Lite,
Surface
First Wheels
5.5 PROFILE OF MAJOR PLAYERS

5.5.1 INDIAN RAILWAYS
Indian Railways has a dedicated parcel service. This division earned revenue of Rs. 1,200-1,300
crores in 2011-12.
It is to be noted that Indian Railways is a backbone service provider for many other service
provider. In such cases, the revenues would need to be attributed to the entity providing the
end-to-end service. Only those volumes which are collected by Indian Railways directly can be
attributed to it in market size calculations.
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Further, Indian Railways carries cargo above 35 kg as part of its parcel offering. Such volumes
do not compete with India Post EPP offering.
As per the Working Group Report for XII Plan: Railway Sector, Indian Railways has aggressive
plans to grow the parcel business at over 12% in terms of revenue in the XII Plan period. The
growth is planned to be achieved through a better pricing strategy linked to rise in fuel costs
and inflation, concessional rates in empty flow direction, higher parcel rates in segments which
can afford them; like magazines.
5.5.2 SAFEXPRESS
Safexpress was launched in 1997 as a door-to-door service provider with super hubs at Delhi,
Mumbai and Bangalore.
It is headquartered in New Delhi. Surface transport infrastructure
includes over 3500 vehicles (ISO 9002).

700.0
All Values in Rs. Crores
589.5
600.0
510.3
500.0
422.6
400.0
300.0
355.2
282.7
200.0
100.0
0.0
449.3
97.7
109.8
101.9
101.0
94.7
62.9
70.0
60.0
60.3
63.0
2006-07
2007-08
2008-09
2009-10
2010-11
74.2
47.8
2005-06
Income
Operating Profit
PAT
Figure 15: Financial Information for Safexpress
Total revenues earned by Safexpress in the year 2010-11 were Rs. 589.5 Crores. This is a CAGR
of 15.8% over last 6 years.
5.5.2.1 PRODUCTS & SERVICES

The following products & services are offered by Safexpress.
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1) Express: This is the core service offering of Safexpress and is for movement of parcels &
cargo. Though it makes use of multimodal transport, main transportation is through surface.
This service competes with EPP of India Post. Safe Express has launched tw o
other services w hich com pete w ith EPP

2) Cam pus2Hom e: This is a service launched this year for catering to student needs, for
shipping back student baggage from hostel to home. Safexpress offers this service to
around 15 management schools across India. Provides 20kg boxes on request.
3) Easy2M ove: This is a time definite services offered for 20kg shipments in flat rate boxes,
launched this year.

Other services include:
4) Safe Air: This service is used to transport time sensitive cargo by Air.
5) VAS:
a) DOD (Draft on Delivery)
b) Safebox: Packing boxes offered in two sizes for cargo upto 10 and 20 kgs.
c) All Risk Cover: In exchange for paying a risk charge the consignor is eligible claim losses
in case of loss of/damage to goods
6) Stock2Shelf: This is a retail inventory management service launched recently. It involves
stock assessment at retailer end and delivering stock to feeder warehouses within specified
timelines.
7) ILM (Integrated Logistics Management): Third party logistics product for optimizing
supply chains of companies
8) Consulting: Provides logistics consultancy services. It provides consulting services across
different industry verticals like Apparel & Lifestyle, Healthcare, Hi-Tech, Publishing,
Automotive, Institutional, Engineering & Electrical, FMCG & Consumer Durables.
5.5.3 GATI
Gati started as a cargo management company in 1989 and has now grown into an organization
with more than 3500 employees and covers 622 out of 626 districts in India. It has a fleet of
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over 4000 vehicles, refrigerated trucks, container vessels and also warehousing facilities across
India. Gati has international presence with offices in China, Singapore, Bhutan, Dubai, Hong
Kong, Thailand, Nepal and Malaysia. In 1998, it became the first logistics company in India to
be awarded ISO 9001 certification.
In February 2012, Gati announced a joint venture company between its EDSC
(Express Distribution & Supply Chain) division and Japanese logistics provider
Kintetsu World Express. This JV, Gati-KWE is now involved with express
distribution.
1,000.0
905.7
600.0
801.3
751.4
800.0
575.5
630.3
461.0
457.7
400.0
170.1
200.0
0.0
-200.0
40.3
48.9
55.7
20.1
23.4
23.8
2005-06
2006-07
2007-08
Income
44.7
-15.1
2008-09
Operating Profit
86.1
93.0
15.1
14.3
2009-10
2010-11
72.0
2011-12
PAT
Figure 16: Financial Information for Gati
Total revenues earned by Gati in the year 2011-12 were Rs. 801.3 crores. This is a CAGR of
11.7 % over last 6 years.

The core business is express distribution & supply chain solutions. Services offered
are categorised into: Premium Services, Express Services, Special Products, Transport
Solutions and Value Added Services. Under domestic express distribution, the following
services offered by Gati compete in the express parcel segment.
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1) Gati-K W E Laabh : This is a regular shipping service for small & medium enterprises. This
service is offered for shipments up to 20 kg. This is a part of Special services portfolio.
2) Gati Desk to Desk: This is the closest offering to EPP. It is targeted at individuals
and industries (For sample shipments). It is offered for shipments upto 5kg. This is a part of
Special services portfolio.
3) Gati-K W E Light: This service is offered for shipments upto 2.5 kg. This is a part of Special
services portfolio.
4) Gati-K W E Student Ex press: This service can be utilised to transport student related
cargo at a discounted price. This is a part of Special services portfolio.
5) Express & Express Plus: These are for parcel, freight & special cargo movement by
surface.
Other Express Distribution & Supply Chain services offered by Gati:
6) Premium & Premium Plus: For time critical shipments sent by air with time & day
definite deliveries.
7) Gati-KWE Transport Solutions: For bulk transportation of commercial goods based on
Full Truck Load (FTL) or Less than Truck Load (LTL) including tie-up with Indian Railways
for transporting goods through parcel trains.
8) Special Products:
a) Gati e- Retail - Logistics solutions for online retailers.
b) Gati KWE Art Express- Caters to art galleries, antique dealers, collectors.
c) Gati Caf Deliver Services include internet browsing, assistance with packaging &
shipping, photocopying, printing & scanning facilities, fax and STD/ISD/PCO facilities.
d) Gati Secure box: Packing service for consignments sent by air. Offered as 10 kg boxes.
9) VAS: Freight on Delivery (FOD), Cash on Delivery(COD), Draft on Delivery (DOD), Octroi
Clearance
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Apart from the above mentioned Express Distribution services in India, Gati offers supply chains
solutions. In the international arena also it offers logistics, freight forwarding and supply chains
solutions covering Europe and APAC countries
5.5.4 TRANSPORT CORPORATION OF INDIA

TCI was launched in Kolkata in the year 1958 and became a Private Limited company in the
year 1965. In 1974, it went public. Its an ISO 9001:2008 certified company and is listed at NSE
and BSE. Its network comprises of 1000 company owned offices, work force of over 6000
people and managed warehouse space of 8.5 million square feet. It also has a fleet of 6 cargo
ships.
2,000.0
1,800.0
1,600.0
1,400.0
1,200.0
1,759.9
1,089.6
1,202.9
1,304.4
1,828.9
1,454.6
1,000.0
800.0
600.0
400.0
200.0
0.0
74.3
80.8
99.0
114.0
104.8
107.6
30.6
28.4
28.3
43.0
51.3
51.8
2006-07
2007-08
2008-09
2009-10
2010-11
2011-12
Income
Operating Profit
PAT
Figure 17: Financial Information for TCIL
Total revenues earned by TCIL in the year 2011-12 were Rs. 1828.9 Crores. This is a CAGR of
10.9% over last 6 years.

The TCI XPS division of TCI Group operates in the express distribution segment. The revenue
of this division is around 50 crores. The following service is the closest competitor to EPP.
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1) Domestic Package Express: It is a part of the Courier Pack Service. Parcels & Samples
(upto 5 kg with maximum invoice value of Rs. 5,000) can be sent.
Other services include:
2) Air Express Service: For transportation of goods by Air. The maximum weight per
consignment for this service is 150 kg and maximum value of shipment is Rs. 5,000 per kg.
3) Surface Express: For transportation of cargo by surface mode. There are no specific
weight limits per consignment for this service. Tariffs are based on a combination of weight
& distance slabs. Minimum chargeable weight for this service is 500 kg.
4) Courier Pack Service: This is a blanket term for international and domestic document &
parcel services. Bulk mailing, mail management services are also offered.
5) VAS:
a) POD/e-POD (Proof of Delivery), COD (Collect on Delivery), FOD (Freight on Delivery),
Octroi Clearance services.
b) Sunday / Holiday service on demand.
c) Priority Service: This is a day definite delivery service with money-back guarantee.
This service is available only in metros (24 hours) and certain non metros (48 hours)
and is not available for suburban locations.
5.5.5 PATEL ROADWAYS

Patel Roadways was established in 1959 and now presently has a network that spans 500
stations countrywide manned by a workforce of over 1000 people.

The following services are offered by Patel Roadways.
1) Patel Retail: This is the flagship product of the company & is the closest offering to EPP. It
is a premium door-to-door express cargo service.
2) Patel FTL: This is a point-to-point hard freight service. It is targeted at establishments and
traders.
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3) Patel Sundry (LTL): For hard freight sundry distribution.
5.5.6 ASSOCIATED ROAD CARRIERS

Associated Road Carriers was established in 1972 and has its registered office at Kolkata. Its
range of services includes parcel services, containerised goods and port clearance. It specializes
in project transportation. It has network spanning 4500 destinations serviced by 575+ outlets in
375 cities. In 2006, ARC was acquired by TNT.
1,000.0
900.0
890.6
733.1
800.0
700.0
592.0
600.0
491.3
500.0
400.0
392.1
314.5
300.0
200.0
100.0
8.1
15.2
23.5
33.7
43.6
65.7
1.9
5.1
9.2
14.0
21.5
35.3
2005-06
2006-07
2007-08
2008-09
2009-10
2010-11
0.0
Income
Operating Profit
PAT
Figure 18: Financial Information for ARC
Total revenues earned by Associated Road Carriers in the year 2010-11 were Rs. 890.6 Crores.
This is a CAGR of 23.1% over last 6 years.

The following services are offered by ARC.
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1) ARC on Schedule: This is the parcel service of ARC and is the closest to EPP. This
service is mid-way between conventional transport and express cargo, thus provides better
services than conventional transport at lower rates when compared to express.
2) Project Transportation: For transportation of project machinery and material to and fro
source to sites.
3) Other Specialised Services:
a) Containerised Services: For movement of White Goods and other material as per
customer requirements.
b) High Value & Fragile Material: For transportation of high valued/delicate/fragile goods.
c) H-H Goods: Packing and moving of household.
d) FTL & PTL: Transportation of full truck and part loads.
Apart from the above, ARC also offers warehouse services.
5.5.7 OTHER PLAYERS

Apart from above major players, courier & logistics majors like Blue Dart, DTDC, First Flight,
and AFL also have products/services which compete with EPP.
1) Blue Dart
Dart Surfaceline: Ground distribution service reaching over 27,578 locations in India for
shipments weighing 10 kgs and above.
2) DTDC
DTDC Lite: Express cargo services offered by surface mode.
3) First Flight
First Wheels: For cargo delivery by surface within country.
4) AFL
Wiz Surface (SPX): This is a domestic door to door express pick-up and delivery service for
Non Commercial & Commercial parcel shipments sent by surface mode. AFL has been taken
over by FedEx and its Wiz services have been discontinued from Dec1, 2012.
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5.6 RELATIVE STRENGTHS & WEAKNESSES OF MAJOR PLAYERS

The following table shows the relative strengths and weaknesses of some players across tiers in
the Express Parcel market. A High indicates relative area of strength while a Low indicates
relative area of weakness.
Table 8: Strengths & Weaknesses of Speed Post vis--vis Competition
Tier
Regions Covered
-North
-South
-East
-West
EPP
Gati
Safexpress
Railways
KPN
--
--
II
High
Medium
High
High
--
High
High
High
High
Medium
High
High
Medium
High
High
High
High
High
Low
Low
Medium
High
High
High
High
High
High
Medium
Low
Medium
Low
High
High
High
Low
High
Medium
High
Low
High
Medium
High
Medium
Medium
Low-Med
Medium
Low-Med
Low
Low-Med
Low
Low
Low
High
Med-High
High
Low
Low
High
Medium
High
High
Low-Med
Low
Low
Low
Medium
Low
Medium
Medium
Medium
Focus Areas
-Metros
-Smaller Cities
-Rural
Segments
-B2B
-B2C
-C2C
-C2B
Pricing- Retail
Pricing-Business
Speed
Amongst the players under comparison Railways and EPP are the strongest network and in
terms of pricing. EPP is a unique service that is competitively priced in retail segment. The
strength of the other players is in services levels and speed of delivery.
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6 CUSTOMER SCENARIO
This section is intended to identify customer segments for Express Parcel Post along with their
usage characteristics and attributes.
6.1 DEMOGRAPHIC PROFILE, INDIVIDUALS, CUSTOMERS & NON CUSTOMERS

This section describes the profile of the individuals segment (Customers and non customers).
Customers include those who have used EPP service in the last six months. Non customers
include those who have used a competing service but not Express Parcel Post in the past six
months.
6.1.1 EDUCATION PROFILE

The table below shows the education profile of EPP customers and non customers, individual
segment for 2011 and 2012.
Table 9: Education Profile of EPP Customers & Non Customers, Individual Segment
2011 (%)
Educational Qualification
Post Graduate Professional
Post Graduate General
Graduate Professional
Graduate General
Diploma holder/equivalent but not graduate
X / XII standard
School 5 to 9 years
Customers
6%
12%
9%
36%
9%
24%
4%
Non
Customers
9%
11%
10%
38%
10%
19%
3%
2012 (%)
Customers
7%
6%
9%
44%
10%
22%
2%
Non
Customers
9%
7%
10%
38%
11%
23%
2%
Both customers and non customers are well educated. When compared to last year, the
education profile has not varied greatly. While the proportion of post graduates has decreased
across both segments, proportion of general graduates has increased among customers. EPP
continues to draw a set of well educated customers.
6.1.2 OCCUPATION PROFILE

The table below shows the occupation profile of EPP customers and non customers, individual
segment.
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Table 10: Occupation Profile of EPP Customers & Non Customers, Individual Segment
Occupation
2011 (%)
Customers
Unskilled Worker
Skilled Worker
Petty Trader
Shop Owner
Businessman (Zero Employees)
Businessman (1 To 9 Employees)
Businessman (> 10 Employees)
Self Employed Professional
Clerk / Salesman
Supervisors
Officers Junior Level
Officers Middle Level
Officers Senior Level
Student School
Student College And Above
Housewife
Retired
Unemployed
1%
9%
1%
9%
4%
7%
0%
5%
15%
10%
6%
6%
5%
3%
14%
3%
1%
1%
Non
Customers
1%
6%
2%
6%
6%
6%
1%
5%
11%
8%
7%
6%
6%
3%
20%
5%
1%
0%
2012 (%)
Customers
1%
5%
1%
8%
5%
7%
1%
3%
12%
7%
11%
8%
4%
6%
12%
5%
1%
2%
Non
Customers
1%
4%
1%
19%
3%
3%
0%
2%
12%
11%
4%
4%
4%
6%
12%
12%
0%
2%
The occupation profile of customers & non customers has not varied greatly when compared to
that of last year. There is a slight increase in the proportion of officers level in customers and
an increase in the proportion of shop owners and house-wives in non customers, as compared
to last year.
House-wives would be using parcel services to send gifts/household articles to relatives and
friends. The gifting segment can be targeted by EPP.
Shop-owners would typically be small retail establishment owners. They would be using small
parcel services for sending samples and other low volume shipments for personal/business
purpose.
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6.1.3 INTERNET CONNECTION

Compared to 2011, the internet penetration levels have remained similar.
Table 11: Internet Connection, EPP Customers & Non Customers, Individual Segment
Internet Connection
2011 (%)
Non
Customers
38%
62%
Customers
Yes
No
40%
60%
2012 (%)
Non
Customers
40%
60%
Customers
44%
56%
Since EPP is cheaper relative to Speed Post, it attracts a relatively lower income profile
customer.
6.2 ESTABLISHMENTS, CUSTOMERS & NON CUSTOMERS

When compared to 2011, the share of Government sector customers has increased by 10%.
This could either be because of more additions in government sector as compared to private
firms this year or because of more private firms switching over to other service providers. In
case of latter, more effort needs to be put into managing private sector accounts.
Table 12: Nature of Organization, EPP Customers & Non Customers, Establishments
Organization
2011 (%)
Customers
Government/PSU
Private Firm
NGO
20%
79%
1%
2012 (%)
Non
Customers
3%
97%
--
Customers
30%
69%
1%
Non
Customers
2%
98%
--
The chart below shows the profile of customers surveyed in 2011 and 2012.
80%
72%
62%
60%
40%
38%
2011
28%
2012
20%
0%
Manufacturing
Services
Figure 19: Sector Profile, EPP Customers
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When compared to 2011, the proportion of services sector has reduced a little in 2012.
However the top customer sectors are from services sector and are Education & Publishing
Financial Services and Retail sectors.
The chart below shows the profile of non customers surveyed in 2011 and 2012.
55%
60%
45%
50%
54%
46%
40%
30%
2011
20%
2012
10%
0%
Manufacturing
Services
Figure 20: Sector Profile, EPP Non Customers
In the case of non customers there is no significant difference in the profile of customers
surveyed in 2011 & 2012. The top segments for non customers are Textile, Retail and
Pharma.
6.2.1 INTERNET PENETRATION

The internet penetration levels have remained similar for customers and dropped for non
customers in the establishment segment. This is against the general trend of improving internet
penetration levels among customers of other premium services of India Post. The reason could
be because increasing number of smaller establishments using parcel services.
Table 13: Availability of Internet Connection, Establishment Segment
Internet
Yes
No
2011-%
Customers
94%
6%
Non Customers
86%
14%
2012-%
Customers
89%
11%
Non Customers
71%
29%
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6.3 USAGE PRACTICES, CUSTOMERS

6.3.1 DESTINATION PROFILE
In 2012, the top ten destinations for EPP are Maharashtra,
Delhi,
Karnataka,
Tamil
Nadu, West Bengal, Andhra Pradesh, Uttar Pradesh, Kerala, Bihar and Gujarat.
This is the same as previous year with slight increase/ decrease in percentages accounted by
each state.
The five states of Maharashtra, Karnataka, Tamil Nadu, Uttar Pradesh, and Andhra Pradesh
along with Delhi account for over 55% of individual consignments.
Table 14: Destination of Parcels, EPP Customers
2011 (%)
Destination
2012 (%)
Individual
Establishment
Individual
Establishment*
Maharashtra
13%
20%
14%
34%
Delhi
10%
11%
8%
32%
Karnataka
11%
7%
9%
18%
Tamil Nadu
8%
9%
11%
17%
West Bengal
5%
4%
6%
15%
Andhra Pradesh
4%
5%
5%
15%
Uttar Pradesh
12%
13%
9%
12%
Kerala
3%
3%
4%
11%
Bihar
4%
2%
3%
11%
Gujarat
7%
4%
4%
10%
* Combined figure for top three destinations, establishments send consignments to. 2011 and 2012
figures are not strictly comparable.
In 2012 survey, the questions related to establishment customers were modified to better
reflect their usage patterns. A single transaction/ pick up from an establishment customer may
involve multiple shipments to different destinations. Therefore information relating to top three
destinations that establishment customers send shipments to was collected in the second
round.
The five states of Maharashtra, Karnataka, Tamil Nadu, West Bengal and Andhra Pradesh along
with Delhi are the top destinations for establishments. These are the largest states in the
country in terms of GDP and they are the hubs of manufacturing and commerce in the country.
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Most of the companies have their establishment offices in capitals of these states. This explains
the reason for large parcel movements between these states.
Table 15: Type of Destinations, EPP Customers
Type of Destination
2011 (%)
2012 (%)
Individual
Establishment
Individual
Establishment*
Metro City
41%
32%
30%
52%
State Capitals/Medium Cities
25%
26%
26%
43%
District Headquarters/Towns
33%
38%
38%
37%
Rural/Village
1%
3%
6%
8%
* Combined figure for different types of destinations, establishments generally send consignments to.
On the whole, EPP continues to be an urban phenomenon with metros and capitals forming the
major destination categories. However when compared to previous year, the share of metros
has dropped in the individual category while share of rural areas and district headquarters have
gone up a little. This indicates that EPP is increasingly being used to reach interior
locations. This reflects positively on India Posts delivery network strength.
6.3.2 SPECIFICATIONS OF PARCELS

The table below shows weight of parcels sent by individuals and establishment customers.
Table 16: Types of Parcels Most Sent, EPP Customers
Weight of Parcel
2011 (%)
2012 (%)
Individual
Establishment
Individual*
Establishment
< 2 kg
75%
60%
53%
33%
2 kg to 5 kg
21%
19%
34%
36%
5 kg to 10 kg
3%
10%
8%
15%
10 kg to 35 kg
1%
11%
4%
11%
* 2012 data for individuals is for types of parcel last sent as against most sent for 2011.
As observed last year, individuals continue to send < 5 kg shipments mainly. More
than 85% of respondents sent parcels less than 5 kg in their last consignment.
In the case of establishments, the bulk of consignments sent have a fairly equal mix
of less than 2 kg and 2 to 5 kg consignments. The proportion of 5 to 10 kg consignments
has increased slightly.
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When it comes to content of parcels sent by individual customers, books, magazine

and gift articles, form major portion. This is followed by document bundles,
garments & textiles and consumer durables.
6.4 PERCEIVED ADVANTAGES & DISADVANTAGES OF EPP

6.4.1 REASONS FOR USING EPP, CUSTOMERS
High Reliability continues to be the No. 1 reason for EPP being the preferred mode
of sending parcels among customers. Associated services like packing and insurance are
rated the lowest. This may be because of the small size of parcels sent.
Table 17: Most Important Reason for Using EPP, EPP Customers
Reason
High Reliability
High Speed
Low Cost
Great Reach
Easy And Hassle-Free
Mandatory
Door To Door Service
Availability Of Tracking
Associated Services
(Packing, Insurance etc)
Not aware of other options
2011 (%)
2012 (%)
Individuals
56%
13%
12%
4%
7%
-6%
1%
Establishments
62%
6%
14%
6%
5%
-3%
1%
Individuals
43%
15%
22%
5%
7%
0%
2%
<1%
Establishments
41%
13%
13%
11%
7%
6%
1%
1%
1%
3%
0%
1%
0%
0%
1%
--
For individuals, low cost has emerged as the next most important reason. High speed is not
strongly attributed to EPP.
For establishments, greater reach and low cost are the major reasons for choosing EPP.
6.4.2 PERCEIVED DISADVANTAGES OF EPP, CUSTOMERS

The following table illustrates the factors given by EPP customers as disadvantages of the
service.
Table 18: Disadvantages of EPP, EPP Customers -2011
Disadvantages
No Disadvantage
Non - Availability of Post
2011 (%)
Individuals
25%
24%
Establishments
32%
20%
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Low Speed
Procedure Oriented
Long Queues
Poor Customer Service
Working hours not convenient
Not able to Track
High Cost
Low Reliability
Lack of information
Packing Facility
Collection Facility
Low Discounts
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22%
20%
1%
0%
-19%
6%
2%
0%
0%
0%
N. A.
29%
24%
2%
0%
-18%
4%
7%
2%
1%
1%
--
Table 19: Disadvantages of EPP, EPP Customers -2012

Disadvantages
No Disadvantage
Non - Availability of Post
Office Nearby
Low Speed
Procedure Oriented
Long Queues
Poor Customer Service
Not able to Track
High Cost
Low Reliability
Lack of information
Packing Facility
Collection Facility
Low Discounts
2012 (%)
Individuals
--
Establishments
--
17%
16%
41%
26%
45%
24%
20%
13%
20%
15%
0%
17%
0%
N. A.
24%
35%
10%
18%
0%
8%
22%
8%
Based on the many verbatim responses obtained in 2011, this question was changed to include options
like low discounts, working hours not convenient. The options of long queues, counter staff not helpful
and procedure oriented were inter related and combined into a single option. Further this question was
only asked to respondents who felt EPP services was not upto the mark and therefore reflects
disadvantages pointed out by these customers rather than general perceptions across all customers.
The main disadvantage perceived by individuals is low speed and experience at the post
office is full of hassles (Inconvenient working hours, long queues, counter staff not
helpful and procedure oriented). In the case of establishments the above two along with
not able to track are perceived as top disadvantages.
Since Speed is not the USP of EPP, customers need to be educated on what can be expected
from EPP to prevent unfair comparison with Speed Post or other premium courier services.
Reliability and low cost, the strengths of EPP need to be promoted actively.
India Post needs to upgrade its customer handling services and tracking facilities.
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6.5 AWARENESS OF VALUE ADDED SERVICES OF EPP, CUSTOMERS

The following table shows the awareness of value added services provided by EPP.
Table 20: Awareness of Value Added Services of EPP, EPP Customers
VAS Awareness
Proof of Delivery
VPP (Cash on Delivery) facility
Express Parcel Post Account
Insurance
Door to door service
Retail Parcels
Web Tracking
Book Now Pay Later Scheme
I dont know of these services
2011 (%)
Individuals
41%
37%
36%
47%
36%
24%
20%
17%
16%
Establishments
43%
31%
40%
49%
43%
26%
28%
25%
17%
2012 (%)
Individuals
46%
23%
34%
43%
30%
18%
24%
15%
17%
Establishments
61%
46%
55%
50%
36%
27%
49%
31%
8%
Compared to 2011, the awareness levels have improved for all value added services for
establishment customers. In the case of individual customers, except for POD and tracking,
awareness for all other services has dropped. The reason for drop could be because EPP is not
drawing in repeat customers and the needs of individual customers could be one-off as
compared to the regular needs of establishments. More effort needs to be put in to popularize
services like VPP and retail parcels which are designed with individuals in mind.
In the case of establishments, awareness level has improved across all categories which is an
encouraging sign. The BNPL scheme and door to door service can be promoted further amongst
establishment customers.
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The table below shows the usage of value added services amongst customers.
Table 21: Usage of Value Added Services, EPP
VAS Awareness
Proof of Delivery
Insurance
Web Tracking
Retail Parcels
2011-%
Individuals
19%
16%
12%
6%
6%
-4%
22%
Establishments
22%
14%
12%
6%
8%
13%
5%
27%
2012-%
Individuals
22%
10%
6%
6%
6%
-5%
17%
Establishments
31%
13%
16%
9%
21%
8%
8%
34%
The usage of value added services have reduced compared to previous year for individuals. For
establishments, this has improved and it is an encouraging sign.
Services like VPP and Retail parcels and door to door service need to be promoted amongst
individuals as they are most relevant to them.
6.6 AWARENESS, USAGE & PERCEPTION, AMONG CUSTOMERS

The following table shows the awareness, usage and perception of other service providers
among EPP customers.
Table 22: Awareness and Usage of Other Service Providers, EPP Customers
Players
Express Parcel Post
Blue Dart
DTDC
Gati
Indian Railways, Parcel Service
Blaze Flash
AFL
Safexpress
TNT
Track On
VRL Parcel Service
ABT Parcel Service
I. B. Courier
2011 (%)
Individuals
100%
91%
86%
52%
-4%
39%
36%
27%
--22%
16%
Establishments
100%
90%
85%
53%
-8%
32%
38%
29%
--28%
14%
2012 (%)
Individuals
100%
81%
82%
33%
44%
40%
28%
18%
18%
17%
13%
16%
8%
Establishments
100%
93%
88%
56%
53%
41%
38%
37%
31%
28%
21%
17%
6%
Based on previous round of survey, a few additional options like Indian Railways, VRL Parcel Service and
Track On were introduced.
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Similar to last year, the companies with the highest awareness levels are Blue Dart and
DTDC. This is followed by Indian Railways and Gati. The awareness levels have dropped for
AFL, Safexpress and TNT amongst individual customers. Regional players like Track On, VRL
Parcel service and ABT parcel service have good awareness levels in their regions of operation.
Table 23: Use Other Service Providers, EPP Customers
Usage
2011-%
Yes
No
Individuals
38%
62%
2012-%
Establishments
60%
40%
Individuals
31%
69%
Establishments
56%
44%
Compared to last year, the percentage of customers using only EPP for their small
parcel needs has gone up for both individual and establishment segments. This is an
encouraging sign for India Post.
The following table lists the service providers considered best used by EPP customers.
Table 24: Top Best Service Providers, EPP Customers
Considered Best
Express Parcel Post
DTDC
Blue Dart
Gati
Blaze Flash
Indian Railways
Others
2011 (%)
Individuals
84%
2%
6%
0%
2%
-0%
Establishments
60%
7%
11%
1%
4%
-2%
2012* (%)
Individuals
41%
17%
24%
2%
2%
4%
0%
Establishments
36%
21%
20%
4%
2%
1%
1%
* 2012 percentage reflects the consideration of best providers among customers who use multiple service
providers as against all customers in 2011.
Among the customers who use multiple service providers, 2/5th of individuals consider EPP to be
best. The figure for establishment customers is slightly lower at 36%.
In case of customers who use only EPP service, 95% individuals and 91%
establishments consider it to be the best. Taking this into account, overall 78% of
individual customers and 60% of establishment customers consider EPP to be the
best. When compared to previous year there is a slight drop in the percentage of individual
customers considering EPP to be best.
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India has a strong customer base with majority considering it to be best. It should capitalize on
this image and use it to promote its services and rope in new customers. More focus is
required on improving experience of existing establishment customers.
Amongst competing services, Blue Dart and DTDC are considered best.
6.7 NON CUSTOMERS OF EPP

6.7.1 AWARENESS, CONSIDERATION AND USAGE OF EPP
Among establishments, more non customers now consider DTDC to be the best
(31%) as compared to be the 19% of last year. The corresponding share of Blue
Dart has reduced to 17% from 23% of the previous year. This is because DTDC is
aggressively marketing its services and has revamped its product portfolio to offer
more products. Pricing of DTDC is competitive with respect to Blue Dart. It now offers
time definite and day definite deliveries for shipments upto 100 kg. Awareness levels continue
to be high for these brands (>90%). In the case of individual non customers awareness and
usage of Blue Dart is higher compared to DTDC. The awareness of EPP among non customers is
reasonably high and can be increased further.
Table 25: Awareness Other Parcel Services, EPP Non Customers
Service Provider
DTDC
Blue Dart
Express Parcel Post
Gati
Indian Railways
Blazeflash
Safexpress
AFL
Track On
TNT
VRL Parcel Service
I. B. Courier
Murthy Courier
2011 (%)
Individuals
86%
87%
61%
53%
--30%
33%
-19%
-16%
Low
Establishments
93%
96%
70%
66%
--46%
50%
-49%
-13%
Low
2012 (%)
Individuals
81%
86%
77%
35%
59%
40%
20%
28%
25%
20%
14%
11%
17%
Establishments
91%
90%
66%
61%
60%
56%
47%
45%
44%
31%
13%
10%
10%
When we look at value added services, the awareness levels among establishment customers
have dropped for all services except insurance. A similar situation is observed with individuals
as well with awareness levels remaining low.
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6.7.2 REASONS FOR CHOOSING A SERVICE PROVIDER

Among non customers, the main reasons for considering a provider to be best are
high speed, reliability, door to door service and reach.
Low cost is not a major
reason for considering a provider to be best, especially for individual non customers.
This is similar to the situation observed last year. The non customer segment is
willing to pay more for premium services.
6.7.3 REASONS FOR NOT USING EPP

Among the non customers, individuals do not prefer to use EPP because of low speed,
procedure oriented nature, long queues, non availability of post office nearby. Top
reasons cited by establishment customers for not using EPP are low speed and low
discounts. This is followed by inconvenient working hours, non availability of post office
nearby, not aware of door pick up facility and poor customer experience.
While Individuals place more importance on speed, location and customer experience while
establishments place attached more importance to speed, discounts, pick facilities, location and
customer experience.
Table 26: Reasons for Not Using EPP, Non Customers
Reasons
Low Speed
Non - Availability of Post Office
Nearby
Not able to Track
Procedure Oriented
Long Queues
Low Reliability
High Cost
Low discounts
Lack of information
Absence of facilities like packing,
pens glue etc.
Not aware of door pick up
2011 (%)
2012 (%)
Individuals
57%
Establishments
62%
Individuals
48%
Establishments
54%
35%
25%
42%
24%
24%
24%
6%
21%
13%
-1%
--
31%
29%
5%
27%
20%
-4%
--
14%
15%
30%
24%
24%
16%
NA
0%
25%
17%
-27%
0%
23%
--
--
6%
3%
--
--
6%
22%
The last three options along with low discounts were added in round 2.
India Post EPP service can work on the above areas to further improve its performance among
non customers.
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7 CONCLUSION & RECOMMENDATIONS

7.1 CONCLUSION
7.1.1 MACROECONOMIC SCENARIO
Indias GDP at constant prices has grown at a CAGR of 8.3% in the period between FY 2005 to
FY 2012. GDP at current prices has grown at a CAGR of 16.2% in the same period. Inflation has
averaged 8.9%. The major change has been the rapid growth in service sector which has
outpaced overall GDP growth.
Among services subsectors, Transport, Storage & Communication Sector at current prices
has grown at a CAGR of 14.2 % in the period between FY 2005 to FY 2012. Within this sector,
railways have grown at a CAGR of 12.0% while transport by other means has grown at a CAGR
of 14.8%. The railway sub-segment is valued at Rs. 658.4 billion at current prices in FY 2012
while transport by other means is valued at Rs. 4,444.2 billion in the same period.
The transport services sector is a large industry and can be categorized into sub divisions based
on mode of transportation (Road, Rail, Water, and Air) and range of services (Transportation,
Warehousing, Value Added Services). Among these, Express and Courier services are
multi-modal value added services using air, road & sometimes rail mode and involve
transportation and warehousing.
Express parcel services are value added services which use surface modes like rail and road.
They are costlier than pure transportation services because of services like parcel tracking,
door-to-door delivery etc. They are more customer-centric and relatively hassle free to use.
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Thus express parcel services would be premium service when compared to standalone
transportation service like trucking or simply warehousing.
This market is estimated to be around Rs. 1,190 crores in FY 2011. Among the different states,
Maharashtra tops the list and accounts for nearly 15% of the total market. It is followed by
Andhra Pradesh, Uttar Pradesh and Tamil Nadu each of which accounts for 8-8.6% of the
market.
The rapidly growing online retail industry, whose revenues are estimated to reach 8.8 billion
USD, is throwing up more opportunities for courier/parcel companies. The courier companies
are moving towards providing sophisticated software interfaces for integrated shipments status
and for providing service like cash on delivery and card on delivery. Meanwhile parcel services
companies target emerging portals which sell non-urgent, non perishable goods.
7.1.2 COMPETITION SCENARIO

Parcel services market as defined by us is highly fragmented with more than 400 companies
operating currently in the market. The public sector is strong in this space with presence of
India Post, Indian Railway and all state transport corporations. Many private players which are
into various other logistics businesses also offer parcel services. For example: Gati, TCI, and
Blue Dart etc. However, the bulk of the market is contributed by players providing mainly
regional and intra-city services. For example, many of the large inter-city bus operators also
operate door-to-door parcel services. Various local players who offer their services in a limited
area also offer parcel services.
It is to be noted that the upper limit of 35 kgs is unique to India Post EPP. Other players have
their own definition of what constitutes parcel services. For example, Indian Railways and bus
operators would also carry articles like two-wheelers in parcel services. In fact, in the Tier III
segment, there is no clear definition of what constitutes a parcel; they accept whatever
business that comes their way.
It is estimated from the supply side that the total express parcel industry as defined by us in
India is valued at around Rs. 1,190 Crores for 2011-12. India Posts EPP has a share in the
range of 5.0 to 7.2% in this in market.
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In terms of consignment volumes also, India Post is in the second position. The overall volume
in terms of consignments is in the region of 170 to 190 million consignments. Amongst the top
players, Indian Railways has the highest volume share of 17 to 19%. It is followed by India
Post with a volume share of 5.0 to 6.0%. Both volume and value shares have increased for
India Post.
7.1.3 CUSTOMER SCENARIO

EPP continues to draw a set of well educated customers. The occupation profile of customers &
non customers has not varied greatly when compared to that of last year. There is a slight
increase in the proportion of officers level in customers and an increase in the proportion of
shop owners and house-wives in non customers, as compared to last year.
House-wives would be using parcel services to send gifts/ household articles to relatives and
friends. The gifting segment can be targeted by EPP.
Compared to 2011, the internet penetration levels have improved. As more people get
connected to internet option like price and transit time finder, volumetric weight calculator for
parcels would be important.
Similar to 2011, a considerable number of EPP establishment customers are from the Education
& Publishing (13 %), Financial Services (13%) and Retail (9 %) sectors. Among the non
customers, the major sectors are textile, retail and pharma. Pharma companies would be using
parcel services for shipping samples
In 2012, the top ten destinations for EPP are Maharashtra, Delhi, Karnataka, Tamil Nadu,
West Bengal, Andhra Pradesh, Uttar Pradesh, Kerala, Bihar and Gujarat. This is the same as
previous year with slight increase/ decrease in percentages accounted by each state.
More than 80% of the parcels sent by individuals weigh less than 2 kgs. Only 2% are greater
than 10 kgs. While individuals mainly send parcels less than 5 kg, establishment shipments are
a mix of different weights.
High Reliability continues to be the No. 1 reason for EPP being the preferred mode of sending
parcels among customers. Associated services like packing and insurance are rated the lowest.
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This may be because of the small size of parcels. For individuals, low cost has emerged as the
next most important reason. High speed is not strongly attributed to EPP.
The main disadvantage perceived by individuals is low speed and experience at the post office
is full of hassles (long queues, counter staff not helpful and procedure oriented). In the case of
establishments the above two along with not able to track are perceived as top
disadvantages.
Compared to 2011, the awareness levels have improved for all value added services for
establishment customers. In the case of individual customers, except for POD and tracking,
awareness for all other services has dropped. The reason for drop could be because EPP is not
drawing in repeat customers and the needs of individual customers could be one-off as
compared to the regular needs of establishments. More effort needs to be put in to popularize
services like VPP and retail parcels which are designed with individuals in mind.
78% of individual customers and 60% of establishment customers consider EPP to be the best.
When compared to previous year there is a slight drop in the percentage of individual
customers considering EPP to be best. Amongst competing services, Blue Dart and DTDC are
considered best.
Among non customers, the main reasons for considering a provider to be best are high speed,
reliability, door to door service and reach. Low cost is not a major reason for considering a
provider to be best, especially for individual non customers. This is similar to the situation
observed last year. The non customer segment is willing to pay more for premium services.
7.2 RECOMMENDATIONS
7.2.1 PRODUCT
The product has all the required features. We do not recommend any changes to the product
features.
The only small change that can be made is to mention explicitly the number of days it would
take for a consignment to reach from one location to another, in form of a table. This will
enable customers to realize that EPP uses surface transport and is not meant to be used for
urgent shipments.
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The product has all the required features. We do not recommend any changes to the product
features. The only small change that can be made is to mention explicitly the number of days it
would take for a consignment to reach from one location to another, in form of a table. This will
enable customers to realize that EPP uses surface transport and is not meant to be used for
urgent shipments.
Apart from the existing product the following new product verticals are suggested.
7.2.1.1 EDUCATIONAL INSTITUTIONS

Product Proposition: To enable students to send back hostel-luggage home.
Background: In undergraduate and post graduate institutions, every year, the set of students
completing the course would look for parcel services to send back books and other belongings
home. The service providers would especially be difficult to locate when the institution is
located in outskirts of tier II/III cities. Further, if the destination is a remote location, the
service would be too expensive. In such cases students would be forced to sell/ dispose their
books.
India Post EPP with its strong network and reliable service can provide a dedicated service to
help such students send back books and other belongings without hassles.
Features:
Flat rate boxes of 10kg, 15kg, and 20kg.
Bulk pick-up from hostel & door delivery to homes
Discounts on bulk shipments from each institution
Free packing service at hostel vicinity
Implementation:
India Post needs to tie-up with post graduate and large undergraduate institutions across India,
especially in medium cities. The institutions should be chosen in such a way that they have
+150 students with on campus hostels.
Discounts on bulk shipments (e.g. 50+) and minimum number of shipments for hostel pick up
(e.g. 20) need to be informed in advance and should be decided based on college type.
Typically undergraduate institutions will have a much larger student population than stand-
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alone post graduate institutions. The institute can have an account with India Post through
which the students can pay.
At the end of academic year, the number of students requiring the parcel service would be
intimated to India Post. At the designated day, pick-up truck with extra department employees
can be sent to the institution to pack and book the shipments. The flat rate box would be
especially attractive for long distance shipments.
In general, there would be no urgency or frills associated with such shipments and EPP would
be ideally suited as a low cost service to cater to this segment.
E.g. of educational institutions which can be targeted is given below:
Institute of Technology-BHU, Varanasi
Vellore Institute of Technology (VIT), Vellore
National Institute of Technology (IIT), Surathkal
National Institute of Technology (NIT), Warangal
PSG College of Technology, Coimbatore
National Institute of Technology (NIT), Tiruchirapalli
Motilal Nehru Institute of Technology (MNIT), Allahabad
National Institute of Technology (NIT), Calicut
National Institute of Technology (NIT), Rourkela
College of Engineering - New, Pune
Birla Institute of Technology (BIT), Mesra (Ranchi)
Thapar Institute Of Engineering & Technology, Patiala
Indian Institute of Information Technology (IIIT), Gwalior
University Inst of Engineering and Tech, Chandigarh
National Institute of Engineering (NIE), Mysore
Indian School of Mines, Dhanbad
S.G.S. Institute of Technology & Science, Indore
Mepco Schlek Engineering College, Sivakasi
Guru Nanak Dev Engineering College (GNDEC), Ludhiana
P.E.S College of Engineering, Mandya
Thiagarajar College of Engineering, Madurai
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Amrita Institute of Technology & Science (AITS), Coimbatore
Govt. Model Engineering College, Kochi
Govt. College of Engineering, Amravati
Maharashtra Institute of Technology (MIT), Pune
K.L. University, Guntur
Shri Ramdeo Baba K.N. Engineering College, Nagpur
Kongu Engineering College, Erode
Sona College of Technology, Salem
Rungta College of Engineering & Tech, Bhilai
SCMS School of Engineering. & Tech, Ernakulam
K.L.E. Society's College of Engineering, Belgaum
SDM College of Engineering, Dharward
Jawaharlal Nehru National College of Engineering., Shimoga
Karunya Institute of Technology (KIT), Coimbatore
GMR Institute of Technology, Srikakulam
7.2.1.2 E-COMMERCE
Product Proposition:
Cost-effective delivery service for emerging e-commerce portals for
non perishable goods.

Background:
E-COM M ER CE INDUSTR Y IN INDIA

The e-commerce industry in India is growing at a fast pace. The industry is estimated to be
around USD 10 billion 2 in 2012. It is divided into two major segments, retail and travel. In 2012,
the retail e-commerce revenues are pegged at USD 1.6 billion and expected to increase more
than five-fold to USD 8.8 billion in 2016. 3 While retail online transactions are growing, the
market remains largely cash driven with 40-60% of online retail transactions happening through
Cash On Delivery mode 4. The travel segment is much larger than the retail segment with its
sales accounting for USD 8.4 billion in 2011.
The growing online retail industry is throwing up more opportunities for courier companies. In
traditional retail, goods are shipped to stores using large trucks (Traditional logistics).
2
3
4
The Economist
- ASSOCHAM- FORRESTER Report on Trends in E-commerce in India
- Forbes India Magazine
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Customers travel to these shops and buy goods; there is no need for courier or parcel services
in the process. However, in online retail, individual customers get their delivery through small
lots shipped through courier or parcel services. Therefore, online retail is expanding the base
for courier and parcel services.
Players in the M arket

As discussed earlier, e-commerce players can be divided into two categories: travel and retail.
The players in the travel segment include travel agents like Cleartrip, Make My Trip, ezeego.in
etc. as well as actual service providers like Jet Airways, Indian Airlines, IRCTC and bus
operators, hotels etc.
The retail players can be divided into facilitators and direct sellers. Facilitators offer a portal for
sellers to list their items and provide broad rules for selling. The order and shipping is handled
separately by each seller, e.g. eBay.
The direct sellers sell to customers directly are responsible for order and shipping. These can be
pure online stores (Flipkart) and physical shops with an online wing (Landmark Book Store).
Further these shops can offer multiple categories or offer services to niche categories (Example:
firstcry.com for baby products).
ECommerce
Travel
Travel
Agents
E.g. Yatra
Transport
Operators
E.g. Bus Operators
Airlines
Railways- IRCTC
Retail
Rentals/
Hospitality
E.g. Ezeego
Direct
sellers
Facilitators
E.g. Ebay
Pure
Online
E.g. Flipkart
Store +
Online
E.g. Mobile Store
The major online shopping portals offering pan India services are based out of NCR, Mumbai
and Bangalore. Apart from these there are a number of regional players who offer services only
within respective states or cities e.g. gifts2guntur.com
M ajor Product Categories
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In the retail segment, the major product categories sold are: Apparel, Consumer goodselectronics (mobiles, watches, camera), jewelry, cosmetics, durables, footwear, stationery etc.,
Food products, Sports outdoor equipment, Home furnishing.
Apparel is the fastest growing sub-category in India and reaches 13.4% of online users 5. This is
followed by the consumer goods category.
Opportunities for Parcel Services Companies
This growing market is throwing up opportunities in the delivery sector for logistics companies
with strong network and sophisticated IT integration capabilities. The portals require integration
of shipment status information into their websites as well as well trained staff and use of GPS
enabled devices for services such as cash on delivery and card on delivery.
Features:
Services to remote locations/tier II and tier III cities.
Weather-proof packaging
Cash On-Delivery service
Dedicated accounts manager
Single point of contact for shipment status and complaints handling.
Shipment tracking status at portal
Implementation:
Speed Post and Express Parcel Post need to be involved in joint business
developm ent. W hen custom er requires fast delivery the account needs to be
serviced by Speed Post. If custom er is looking for value for m oney and needs to ship
non-urgent non-perishable goods, the account needs to be serviced by Express
Parcel Post. Apparel category is ideally suited for EPP.
The postal circles in each state can target e-commerce portals in the medium cities/ emerging
portals in each state offering apparel as the main category or as one of the category of
products. Large national players can be handled out of Delhi/Bombay through a single national
account.
Dedicated accounts executives need to be appointed for every e-commerce account in the
state. This is to be done to overcome the main issue faced by e-commerce portals i.e., the
- ASSOCHAM- Comscore Report, September 2012
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inability to resolve issues in case of loss/damage. Private players have a single point of contact
for every key account which helps in hassle free complaints handling and resolving. Whereas, in
case of India Post, there multiple departments to follow up with which makes the resolution of
complaints full of hassles and create more concern than the actual loss itself.
Further larger private player offer Application Program Interfaces to integrate shipment tracking
details into the e-commerce portal and consolidated distribution status is also made available to
the clients. This further reduces loss. This feature can be implemented by India Post and
promoted heavily to win accounts.
The existing VPP service can be tweaked and promoted as cash on delivery service and
collection terms need to be negotiated and fixed accordingly with each portal.
Given below are some of the apparel portals that can be targeted. In cases where India Post is
already being used for servicing remote locations, more routes in medium cities need to be
captured.
Large National Players
Other Players
myntra.com
jabong.com
zovi.com
yebhi.com
basicslife.com
majorbrands.in
utsavfashion.in, Rajasthan
jaipuronline.biz, Rajasthan
palamsilks.com, Tamil Nadu
rock.in, Karnataka
ladybug.in, Haryana
7.2.1.3 PACKING AND MOVING SERVICE

Product Proposition: To enable households to shift localities without hassles using a cost
effective service.
Background: In todays competitive world working professionals often need to relocate in
search of better job opportunities.
This has resulted in the creation of the niche service
Packers & Movers within the logistics industry to cater to this segment E.g. Agarwal Packers
and Movers and Safexpress. EPP with its strong network can consider entering this segment,
targeted especially at relocation from outskirts/ towns into bigger cities.

Features:
Free packing service at point of origin
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Two categories of service: By van (HTL/PTL), by truck (FTL).
Pricing: 8 rate slabs based on distance and type of service

Distance
Van
Truck
Within city
Up to 500 km
501-1000 km
1001-2000 km
> 2000 km
Unpacking service at destination: to be charged separately.
Online/ Telephone booking facilities.
Bridal Relocation
GPS tracking facility secure containers
Implementation:
The GPO/HPO in every town should have booking counter, where people can book vans or
trucks based on their requirements. Alternatively booking orders through telephone/ online
booking facilities are to be made available in larger towns. Based on the requirements a
tentative quote is to be given to customer and later billed according to actual weight and
distance.
Bridal Relocation-This service is to be targeted at newly-weds for transporting articles from
the brides to the grooms. This is to be offered as premium variation of the packers and
movers service. Silverware and other house-hold items are to be packed and transported in
secure containers with GPS tracking facilities. Since safety and security is very important in such
cases, the Trusted Government Brand image can be used to promote this service.
7.2.2 PLACE
The area which requires action is the experience at post office. Up-gradation of services is
required in terms of facilities like packing, glue & pens, providing change and increasing counter
time and number.
Since express parcel post is largely used by regular account holders who are businessmen,
establishments, more booking kiosks need to be opened in and around commercial areas in the
each city. This would help rope in more customers from the textile and retail sectors.
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Since establishments send parcels in the late evening, these special booking kiosks can be kept
open from 4:00 -9:00 pm in zones of high commercial concentration. The bookings can be
picked up every evening by the delivery truck. Since speed is not associated with this service,
the bookings made after delivery van rounds can be picked up the next day.
Since EPP is already competitively priced, this would ensure that customers do not go to
competition due to convenience of booking or hassle free experience.
7.2.3 PROMOTION
The major points to be noted are that top reasons for choosing EPP are reliability along with
low cost and greater reach. These points need to be emphasized in promotions to rope in non
customers. The main disadvantages perceived are low speed and hassles at the post office.
Since speed is not the USP of EPP, no action is required on this front. Awareness campaigns
should highlight the nature of service (by road) focusing on reliability and should specify clearly
the time limit within which consignment will reach.
In the case of individual customers, except for POD and tracking, awareness for all other
services has dropped. More effort needs to be put in to popularize services like VPP and retail
parcels which are designed with individuals in mind.
Since EPP is mainly used by establishments, more promotional offers need to be directed at
small establishments to convert them into regular account holders.
7.2.4 PRICE
EPP is highly competitively priced. Though it is positioned in between pure trucking services and
express courier services, it is much closer in pricing to the latter.
The following illustration compares the retail pricing of express parcel post with competition.
E.g. For sending a two kg retail parcel from Chennai Trichy (<500 km) following would be the
charges,
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Table 27: Pricing Scenario 1
Player
Charges
Express Parcel post

Gati*
Safexpress*
Indian Railways
ARS Parcel Service
KPN Parcel Service
56
450
240
30
150
150
Apart from shipping charges and service players like Safexpress and Gati also levy additional
charges like docket charges and entry taxes for certain locations. Further the minimum
chargeable weight for players like Gati, Safexpress is 20kg. This is also the case with transport
operators like KPN and other regional parcel service operators like ARS parcel services. EPP is
thus positioned closer to Railways in the case of small weight parcels and up to 500km.
When we look at heavier parcels, e.g. 20kgs and longer distances, the pricing of EPP comes
closer to the express operators like Gati. This is because the larger players offer flat rate boxes
at 20 kg which makes the service economical. E.g., Gati Laabh, Safexpress Campus2home.
Prices for sending a 20kg parcel from Chennai to Delhi are given below.
Table 28: Pricing Scenario 2
Player
Express Parcel post
Gati*
Safexpress*
ARS Parcel Service
Charges
415
450
320
900
* Exclusive of taxes and docket charges.
EPP is very competitively priced in the retail segment for both short and long distances in the
smaller weights category. We do not recommend any changes to the pricing. An increase in
service levels and up-gradation of facilities is required to help rope in more retail customers if a
price increase is contemplated.
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8 ANNEXURE
8.1 QUESTIONNAIRE USED FOR THE STUDY
TARGET CONTACT
Type of Interview
Post Office Intercept

Household Survey (Sec A, B, C)
India Post Database
Establishment Survey
Random Survey
Segment (To be confirmed in Section A)
Household Segment, Customer

Household Segment, Non Customer (Primarily)
Establishment Segment, Customer
Establishment Segment
Establishment Segment, Non Customer (Primarily)
Code
1
2
3
4
5
Routing
GO TO QUESTION 3
GO TO QUESTION 1
ADMINISTER C1, C2, C3
GO TO QUESTION 2
GO TO QUESTION 2
Good _____ I am _____ from IMRB International, one of the premier market research organizations in India. We
regularly conduct studies which help in understanding customers so that better products and services could be
developed for you. We are currently doing a study to understand usage practices of Express Parcel Post (EPP) service
of India Post. This study is being sponsored by India Post [SHOW LETTER FROM I N DI A POST I F REQUI RED]. I
would require about 15 20 minutes of your time.
SECTION A: RECRUITMENT & CLASSIFICATION
First of all, we thank you for agreeing to participate in the study and providing us with your valuable time.
1)
a)
To begin with, have you sent any parcels to domestic locations in the last six months?
Yes
No
b)
Have you used Express Parcel Post Service (EPP) of India Post at least once during the past 6 months?
Yes
No
2)
a)
CODE 1 IN QUOTA TABLE

CONTINUE WITH INTERVIEW

TERMINATE THE INTERVIEW
1
2
Have you used Express Parcel Post Service (EPP) of India Post at least once during the past 6 months?
Yes
No
3)
1
2
To begin with, have you sent any parcels to domestic locations in the last six months?
Yes
No
b)
CONTINUE WITH INTERVIEW

TERMINATE THE INTERVIEW
1
2
1
2

Could you tell me if you are using Express Parcel Post (EPP) for? [READ OUT OPTIONS]
Personal use
Official or business use
1
2

72
India Post
IMRB International
QUOTA TABLE
Individual, Customer
Individual, Non Customer
Establishment, Customer
Establishment, Non Customer
1
2
3
4
ADMINISTER SECTIONS B1, B2, B3

ADMINISTER SECTIONS B1, B2, B4
ADMINISTER SECTIONS C1, C2, C3
ADMINISTER SECTIONS C1, C2, C4
SECTION B: INDIVIDUALS
SUB SECTION B1: DEMOGRAPHIC PROFILE
[READ OUT] I will start by asking some general details about you.
4)
May I know if you are the sender or acting on the senders behalf? [ASK THIS QUESTION ONLY FOR POST
OFFICE INTERCEPT. SINGLE CODING ONLY]
Sender
Acting on senders behalf
1
2
[FOR Q 5, DETAILS TO BE COLLECTED ABOUT THE ACTUAL CUSTOMER; WHO COULD BE DIFFERENT
FROM RESPONDENT]
5)
a)
May I know the age of the sender? [CODE VERBATIM BELOW]

______________ Years
b)
May I know the gender of the sender? [CODE YOURSELF. DO NOT ASK IF CODE 1 IN Q 4]
Male
Female
c)
d)
1
2
May I know the educational qualifications of the sender? [SINGLE CODE ONLY]
May I know the educational qualifications of the Chief Wage Earner in the senders family? [SINGLE
CODE ONLY]
Illiterate
School up to 4 years
School 5 to 9 years
X / XII standard
Diploma holder or equivalent but not graduate
Graduate - General
Graduate - Professional
Post Graduate - General
Post Graduate - Professional
Q 5.c
Sender
1
2
3
4
5
6
7
8
9
Q 5.d
CWE
1
2
3
4
5
6
7
8
9
73
India Post
e)
f)
IMRB International
May I know the occupation of the sender? CODE BELOW. SINGLE CODE ONLY]
May I know the occupation of the Chief Wage Earner in the senders family? [CODE BELOW. SINGLE
CODE ONLY]
Unskilled Worker
Skilled Worker
Petty Trader
Shop Owner
Businessman (Zero Employees)
Businessman (1 to 9 Employees)
Businessman (> 10 Employees)
Self Employed Professional
Clerk / Salesman
g)
h)
Q 5.e
Sender
01
02
03
04
05
06
07
08
09
Q 5.f
CWE
01
02
03
04
05
06
07
08
09
Supervisors
Officers Junior Level
Officers Middle Level
Officers Senior Level
Student School
Student College and above
Housewife
Retired
Unemployed
Q 5.e
Sender
10
11
12
13
14
15
16
17
18
Q 5.f
CWE
10
11
12
13
14
15
16
17
---
Is the Chief Wage Earner in the senders household?
A government employee
Employed in private firm
May I know the approximate monthly salary of the sender?

Rs. ___________________
i)
Is there an internet connection at the senders home?

Yes
No
1
2
SUB SECTION B2: AWARENESS & GENERAL USAGE PRACTICES

[READ OUT] Now I will ask some questions regarding the various domestic parcel service providers in the market.
6)
a)
What is the first name/service that comes to your mind for domestic parcel delivery by surface mode
(Trains, Truck)? [DO NOT PROMPT. SINGLE CODING ONLY]
b)
What are the other names/services that you are aware of for domestic parcel delivery by surface mode?
[DO NOT PROMPT. MULTIPLE CODING POSSIBLE]
c)
I shall now read out some other names/services. Which of these are you aware of? [READ OUT LIST OF
OPTIONS NOT MENTIONED BY RESPONDENT IN PARTS (a) AND (b). MULTIPLE CODING
POSSIBLE]
d)
Which service provider did you use for the last domestic parcel (< 50 kg) you sent? [READ OUT LIST
OF OPTIONS. SINGLE CODE ONLY].
74
India Post
IMRB International
ABT Parcel Service

AFL
Blazeflash
Blue Dart
DTDC
Express Parcel Post (India Post)
Flyking
Gati
I.B. Courier
Murthi Courier
Safexpress
TNT
Trackon Couriers
VRL Parcel Service
Yogesh Couriers
Q 6.a
First
Mention
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Q 6.b
Unaided
Q 6.c
Aided
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Q 6.d
Used ,
Last Time
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Others, Specify ______________________________
7)
May I know the destination of the last domestic parcel you sent, by surface?
_____________________________ [WRITE THE PLACE NAME VERBATIM]
8)
May I know which State/Union Territory where the destination is located?

Andhra Pradesh
Arunachal Pradesh
Assam
Bihar
Chhattisgarh
Goa
Gujarat
Haryana
Himachal Pradesh
Jammu and Kashmir
Jharkhand
Karnataka
Kerala
Madhya Pradesh
Maharashtra
Manipur
Meghalaya
Mizoram
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
Nagaland
Orissa
Punjab
Rajasthan
Sikkim
Tamil Nadu
Tripura
Uttar Pradesh
Uttarakhand
West Bengal
Andaman and Nicobar Islands

Chandigarh
Dadra and Nagar Haveli
Daman and Diu
Delhi
Lakshadweep
Puducherry
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
75
India Post
9)
IMRB International
How would you classify the destination, from the following options? [ASK RESPONDENT IF ITS NOT CLEAR
ON HOW TO CLASSIFY DESTINATION] [READ OUT OPTIONS]
Metro City ( Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad )
State Capitals/Medium Cities (E.g. Patna, Coimbatore etc)
District Headquarters or Towns
Rural Areas, Village
1
2
3
4
10) What was the weight of the last parcel you sent? Was it....? [READ OUT OPTIONS]
<2
2 kgs to 5
5 kgs to 10
10 kgs to 35
35 kgs to 50
> 50
kgs
kgs
kgs
kgs
kgs
kgs
1
2
3
4
5
6
11) What was the content of the last parcel you sent?
Books, Magazines
CDs, DVDs etc.
Consumer Durables
Document Bundles
Garments & Textiles
Gift Articles
Household Utensils & Similar Items
Other Food Items, FMCG Products
Powders, Pastes, Pickles
Samples
01
02
03
04
05
06
07
08
09
10
Others, Specify ______________________________

SUB SECTION B3: REASONS FOR USAGE, EPP CUSTOMERS
12)
a)
b)
You have the option of using other parcel services. Why do you use Express Parcel Post (EPP) service from
India Post? [MULTIPLE CODING POSSIBLE]
Of these reasons, which is the most important? [SINGLE CODING ONLY]
High reliability (Consignment will reach safely)

High speed
Post office is located nearby
Easy and hassle free experience at Post Office
Availability of tracking
Greater reach
Low cost
Its a habit. I dont know other options.
Associated services (Packing etc.)
Q 12.a
All Reasons
01
02
03
04
05
06
07
08
09
10
Q 12.b
Most Imp.
01
02
03
04
05
06
07
08
09
10
Others, Specify ______________________________
76
India Post
13)
a)
IMRB International
Since last year, has your usage of Express Parcel Post (EPP)? [READ OUT OPTIONS]
Increased
Stayed the same
Decreased
b)
1
2
3
SKIP NEXT QUESTION

ASK NEXT QUESTION
What is the reason for drop in usage of Express Parcel Post (EPP)?
I am not sending as many parcels
I use other service providers. They are better than Express Parcel Post.
Prices have gone up, so Ive cut down my usage.
1
2
3
Others, Specify _____________________________________________

14)
a)
Do you use other domestic parcel services as well?

Yes
No
b)
1
2
ASK NEXT QUESTION

GO TO 15
When do you use Express Parcel Post (EPP) and when do you use other service providers? [SINGLE
CODE ONLY]
BASED ON TIME
A
B
C
D
E
F
c)
Express
Parcel
Post
Other
Service
Providers
No
Particular
Preference
1
1
2
2
3
3
1
1
1
2
2
2
3
3
3
Urgent delivery
BASED ON CRITICALITY OF SHIPMENT
High value shipments
Confidential shipments
BASED ON DESTINATION
Top Metros, State Capitals
Districts, Towns
Rural Areas
You said that you have used different domestic parcel service providers. Can you please tell me, which of
these is the best? [SINGLE CODING ONLY]
ABT Parcel Service
AFL
Blazeflash
Blue Dart
DTDC
Flyking
Gati
I.B. Courier
01
02
03
04
05
06
07
08
09

Murthi Courier
Safexpress
TNT
Trackon Couriers
VRL Parcel Service
Yogesh Couriers
10
11
12
13
14
15
16
17
Others, Specify ______________________________
77
India Post
d)
IMRB International
You said that ________ [PREVIOUS QUESTON] is the best for domestic parcel delivery (< 50 kg). Why
do you say so?
High speed
Greater reach
Low cost
1
2
3
4
5
6
7
8
9
Others, Specify ______________________________

15)
a)
Do you think Express Parcel Post (EPP) is the best option for parcel delivery (<50 kg) to domestic
locations?
Yes
No
b)
1
2
SKIP NEXT QUESTION

ASK NEXT QUESTION
Why do you say so?

Not able to track
Non-availability of post office nearby
Low reliability (not sure if consignment will get delivered safely)
Low speed
Too many hassles (Procedure oriented, long queues, counter staff not helpful)
High cost
Absence of any facilities in post office like packing, pens, glue etc.
1
2
3
4
5
6
7
8
Others, Specify ___________________________________________________

16)
a)
b)
Are you aware of the following services offered by Express Parcel Post (EPP)?
Have you used any of the following services offered by Express Parcel Post (EPP)?
Services
Proof of Delivery
Insurance
Web Tracking
Retail Parcels
Q 16.a
Awareness
1
2
3
4
5
6
7
8
9
Q 16.b
Used
1
2
3
4
5
6
7
8
9
[THANK & TERMINATE]
78
India Post
IMRB International
SUB SECTION B4: REASONS FOR NON-USAGE, EPP NON-CUSTOMERS
You said that you have used different parcel service providers.
17) Could you tell me which of the following service providers do you consider to be the best for sending domestic
parcels (< 50 kg)? [SINGLE CODING ONLY]
ABT Parcel Service
AFL
Blazeflash
Blue Dart
DTDC
Flyking
Gati
I.B. Courier
01
02
03
04
05
06
07
08

Murthi Courier
Safexpress
TNT
Trackon Couriers
VRL Parcel Service
Yogesh Couriers
09
10
11
12
13
14
15
16
Others, Specify _________________________________________

18) You said that ________ [PREVIOUS QUESTION] is the best for sending domestic parcels. Why do you say so?
High speed
Greater reach
Low cost
1
2
3
4
5
6
7
8
9
Others, Specify __________________________________

19)
a)
Can you please tell me why you havent used Express Parcel Post (EPP) Service from India Post during last
6 months?
Not able to track
Low reliability (Not sure if consignment will get delivered safely)
Low speed
High cost
Not aware
1
2
3
4
5
6
7
8
9
Others, Specify ___________________________________________________
79
India Post
b)
IMRB International
Would you be willing to use India Post Express Parcel Post (EPP) service in the future?
Yes
Maybe
No
Dont Know / Cant Say
c)
1
2
3
4
What improvements would you like to see in Express Parcel Post (EPP) service?
_______________________________________________________________________________________________
_______________________________________________________________________________________________
[THANK & TERMINATE]
SECTION C: ESTABLISHMENTS
SUB SECTION C1: PROFILING INFORMATION, ESTABLISHMENTS
20)
a)
May I know the approximate number of employees at your firm? [APPROX. FIGURE FOR WHOLE
COMPANY]
_____________________ Nos.
b)
May I know what kind of organization you are representing?

Public Sector Undertaking
Private Firm
Government Department
Others (NGO etc.)
1
2
3
4
GO TO Q 21
GO TO Q 22
21) May I know which sector your organization is in?

Petroleum, Chemicals
Education
Electrical and Electronics
Equipment Manufacturer
Financial Services
Handicrafts
IT, IT Enabled Services
Logistics, Transportation
01
02
03
04
05
06
07
08
Media, Entertainment (Including Magazines)

Pharmaceuticals
Power
Retail, Physical Store
Retail, Online or TV
Steel & Metals
Telecom
Textile (including Handloom)
09
10
11
12
13
14
15
16
Others, Specify ___________________________________________________

22) Does your organization have an internet connection?
Yes
No
1
2
80
India Post
IMRB International
SUB SECTION C2: AWARENESS & GENERAL USAGE PRACTICES

[READ OUT] Now I will ask some questions regarding the various domestic parcel service services providers in the
market.
23)
a)
What is the first name/service that comes to your mind for domestic parcel delivery by surface mode
(Trains, Truck)? [DO NOT PROMPT. SINGLE CODING ONLY]
b)
What are the other names/services that you are aware of for domestic parcel delivery by surface mode?
[DO NOT PROMPT. MULTIPLE CODING POSSIBLE]
c)
I shall now read out some other names/services. Which of these are you aware of? [READ OUT LIST OF
OPTIONS NOT MENTIONED BY RESPONDENT IN PARTS (a) AND (b). MULTIPLE CODING
POSSIBLE]
d)
Which service provider did you use for the last domestic parcel (< 50 kg) you sent? [READ OUT LIST
OF OPTIONS. SINGLE CODE ONLY].
ABT Parcel Service

AFL
Blazeflash
Blue Dart
DTDC
Flyking
Gati
I.B. Courier
Murthi Courier
Safexpress
TNT
Trackon Couriers
VRL Parcel Service
Yogesh Couriers
Q 23.a
First
Mention
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Q 23.b
Unaided
Q 23.c
Aided
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Q 23.d
Used , Last
Time
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
Others, Specify ______________________________

24) On an average, how many domestic shipments would you send per month?
__________________ [RECORD NUMBER OF SHIPMENTS]
81
India Post
25)
a)
IMRB International
Which are the top three states you send parcels (< 50 kg) to?
State
Andhra Pradesh
Arunachal Pradesh
Assam
Bihar
Chhattisgarh
Goa
Gujarat
Haryana
Himachal Pradesh
Jammu and Kashmir
Jharkhand
Karnataka
Kerala
Madhya Pradesh
Maharashtra
Manipur
Meghalaya
Mizoram
b)
No. 1
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
No. 2
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
No. 3
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
State
Nagaland
Orissa
Punjab
Rajasthan
Sikkim
Tamil Nadu
Tripura
Uttar Pradesh
Uttarakhand
West Bengal
Andaman and Nicobar Islands
Chandigarh
Dadra and Nagar Haveli
Daman and Diu
Delhi
Lakshadweep
Puducherry
No. 1
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
No. 2
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
No. 3
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
How would you classify the most common destination, from the following options?
Metro City ( Delhi, Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad )
State Capitals/Medium Cities (E.g. Patna, Coimbatore etc)
District Headquarters or Towns
Rural Areas, Village
1
2
3
4
82
India Post
26)
a)
b)
IMRB International
What is the weight of the parcels you usually send? [READ OUT OPTIONS, MULTIPLE CODING
POSSIBLE]
What is the weight of the parcel you send most often? [SINGLE CODING]
<2
2 kgs to 5
5 kgs to 10
10 kgs to 35
35 to 50
Q 26.a
All Sent
1
2
3
4
5
kgs
kgs
kgs
kgs
kgs
Q 26.b
Most
1
2
3
4
5
SUB SECTION C3: REASONS FOR USAGE, EPP CUSTOMERS

[READ OUT]Now I would like to ask you some questions relating to reasons for usage for Express Parcel Post
(EPP) service of India Post.
27)
a)
b)
You have the option of using other parcel services. Why do you use Express Parcel Post (EPP)?
[MULTIPLE CODING POSSIBLE]
Of these reasons, which is the most important? [SINGLE CODING ONLY]

High speed
Greater reach
Low cost
It is mandatory.
Q 27.a
All Reasons
01
02
03
04
05
06
07
08
09
10
Q 27.b
Most Imp. Reason
01
02
03
04
05
06
07
08
09
10
Others, Specify ______________________________

28)
a)
Since last year, has your usage of Express Parcel Post (EPP)? [READ OUT OPTIONS]
Increased
Stayed the same
Decreased
b)
1
2
3
SKIP NEXT QUESTION

ASK NEXT QUESTION
What is the reason for drop in usage of Express Parcel Post (EPP)?
We are not sending as many documents/parcels
We use other service providers. They are better than Express Parcel Post.
Prices have gone up, so Ive cut down my usage.
1
2
3
Others, Specify _____________________________________________
83
India Post
29)
a)
IMRB International
Do you use other domestic parcel services?

Yes
No
b)
1
2
ASK NEXT QUESTION

GO TO 30
What percentage of shipments do you send via Express Parcel Post (EPP) as against other service
providers?
India Post
Others
Total
c)
100%
When do you use Express Parcel Post (EPP) and when do you use other service providers? [SINGLE
CODE ONLY]
BASED ON TIME
A
B
C
D
E
F
d)
Express
Parcel
Post
Other
Service
Providers
No
Particular
Preference
1
1
2
2
3
3
1
1
1
2
2
2
3
3
3
Urgent delivery
BASED ON CRITICALITY OF SHIPMENT
High value shipments
Confidential shipments
BASED ON DESTINATION
Top Metros, State Capitals
Districts, Towns
Rural Areas
You have used Express Parcel Post (EPP) as well as other parcel service providers. Can you please tell me,
which of these is the best service provider? [SINGLE CODING ONLY]
ABT Parcel Service
AFL
Blazeflash
Blue Dart
DTDC
Flyking
Gati
I.B. Courier
01
02
03
04
05
06
07
08
09

Murthi Courier
Safexpress
TNT
Trackon Couriers
VRL Parcel Service
Yogesh Couriers
10
11
12
13
14
15
16
17
Others, Specify ______________________________
84
India Post
e)
IMRB International
You said that ________ [PREVIOUS QUESTION] is the best domestic parcel service provider. Why do
you say so?
High speed
Greater reach
Low cost
Competitive discounts
01
02
03
04
05
06
07
08
09
10
Others, Specify ______________________________

30)
a)
Do you think Express Parcel Post (EPP) is the best option for small parcel delivery to domestic locations?
Yes
No
b)
1
2
SKIP NEXT QUESTION

ASK NEXT QUESTION
Why do you say so?

Not able to track
Low speed
High cost
Door pick-up facility not available
Other players offer better discounts
01
02
03
04
05
06
07
08
09
10
Others, Specify ______________________________

31)
a)
b)
Are you aware of the following services offered by Express Parcel Post (EPP)?
Have you used any of the following services offered by Express Parcel Post (EPP)?
Services
Proof of Delivery
Insurance
Web Tracking
Retail Parcels
Q 31.a
Awareness
1
2
3
4
5
6
7
8
9
Q 31.b
Used
1
2
3
4
5
6
7
8
9
[THANK AND TERMINATE]
85
India Post
IMRB International
SUB SECTION C4: EPP NON CUSTOMERS (ESTABLISHMENT)

32)
a)
You have said that you have used different domestic parcel service providers. Can you please tell me,
which of these is the best (< 50 kg)? [SINGLE CODING ONLY]
ABT Parcel Service
AFL
Blazeflash
Blue Dart
DTDC
Flyking
Gati
I.B. Courier
01
02
03
04
05
06
07
08

Murthi Courier
Safexpress
TNT
Trackon Couriers
VRL Parcel Service
Yogesh Couriers
09
10
11
12
13
14
15
16
Others, Specify ______________________________

b)
You said that ________ [PREVIOUS QUESTION] is the best domestic parcel service option. Why do you
say so?
High speed
Greater reach
Low cost
Competitive discounts from other players
01
02
03
04
05
06
07
08
09
10
Others, Specify ______________________________

33) Can you please tell me why you havent used Express Parcel Post (EPP) during last 6 months?
Not able to track
Low speed
High cost
Door pick-up facility not available
Other players offer better discounts
01
02
03
04
05
06
07
08
09
10
Others, Specify ______________________________

34) Have you used Express Parcel Post service ever in the past?
Yes
No
1
2
86
India Post
IMRB International
35) Are you aware of the following services offered by Express Parcel Post (EPP)?
VPP (Cash On Delivery) Facility
Proof Of Delivery
36)
a)
1
2
3
4
5
6
7
8
Would you be willing to use Express Parcel Post (EPP) service of India Post in the future?
Yes
Maybe
No
Dont Know / Cant Say
b)
Insurance
Web Tracking
Retail Parcels
Door To Door Service
1
2
3
4
What improvements would you like to see in Express Parcel Post (EPP) service from India Post?
_______________________________________________________________________________________________
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Final Report-India Post-IMRB-Express Parcel Post

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Final Report-India Post-IMRB-Express Parcel Post

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IMRB International

No. 105, Pantheon Road

Market Research Report 2012

Prepared for: Business Development & Marketing Directorate, Department of Posts

Study Methodology ...................................................................................................... 9

Supply Side .......................................................................................................... 9

Demand Side ........................................................................................................ 9

Study Findings ..................................................................................................................12

Macroeconomic Scenario .............................................................................................13

Indian Economy Overview ....................................................................................13

Transport Sector ..................................................................................................14

Structure of Logistics/Transport Services Industry...................................................15

Express Parcel Post: Definition of the Market ..........................................................17

Parcel Services: Indian Market ..............................................................................18

Market, State Wise ...............................................................................................29

Market Size Based On GDP .............................................................................29

Market Size Range .........................................................................................30

Competition Scenario ..................................................................................................32

Players In The Industry ........................................................................................32

Market Share of Major Players, Value.....................................................................32

State Wise Market Share of India Post.............................................................34

Market Share of Major Players, Volume ..................................................................35

Profile of Major Players .........................................................................................36

Indian Railways .............................................................................................36

5.5.2.1 Products & Services .......................................................................................37

5.5.3.1 Products & Services .......................................................................................39

Transport Corporation of India .......................................................................41

5.5.4.1 Products & Services .......................................................................................41

Patel Roadways .............................................................................................42

Express Parcel Post Market Research Report, 2012

5.5.5.1 Products & Services .......................................................................................42

Associated Road Carriers ................................................................................43

5.5.6.1 Products & Services .......................................................................................43

Relative Strengths & Weaknesses of Major Players .................................................45

Customer Scenario .....................................................................................................46

Demographic Profile, Individuals, Customers & Non Customers ................................46

Education Profile ...........................................................................................46

Occupation Profile .........................................................................................46

Internet Connection .......................................................................................48

Establishments, Customers & Non customers .........................................................48

Internet Penetration ......................................................................................49

Usage Practices, Customers ..................................................................................50

Destination Profile .........................................................................................50

Specifications Of Parcels ................................................................................51

Other Players ................................................................................................44

Perceived Advantages & Disadvantages Of EPP ......................................................52

Reasons for Using EPP, Customers ..................................................................52

Perceived Disadvantages of EPP, Customers ....................................................52

Awareness of Value Added Services of EPP, Customers ...........................................54

Awareness, Usage & Perception, Among Customers ................................................55

Non customers of EPP ..........................................................................................57

Awareness, Consideration And Usage Of EPP ...................................................57

Reasons for Choosing A Service Provider .........................................................58

Reasons for Not Using EPP .............................................................................58

Conclusion & Recommendations ..................................................................................59

Macroeconomic Scenario ................................................................................59

Competition Scenario .....................................................................................60

Customer Scenario ........................................................................................61

7.2.1.1 Educational Institutions..................................................................................63

Express Parcel Post Market Research Report, 2012

7.2.1.2 E-Commerce .................................................................................................65

Questionnaire Used For The Study ........................................................................72

Express Parcel Post Market Research Report, 2012

1: SAMPLE SIZE ACHIEVED ..................................................................................................... 11