Post on 14-Jan-2020
confident decisions
Quantitative Study on Usage
of Postal Services amongst
Romanian Residentials
2
Content
Background and Objectives Page 3
Methodology Page 5
Key Findings Page 7
Chapter I – Postal Services Awareness and Usage Page 12
Chapter II – Postal Services Providers Page 26
Chapter III – Substitutability
Page 65
Chapter IV – Demographic Profile Page 77
Background and Objectives
Methodology
Key Findings
Awareness and Usage of Postal
Services
Postal Services Providers
Substitutability
Demographic Profile
4
Background and Objectives
Mercury Research conducted between August-September 2015 a quantitative study regarding the usage of postal services amongst residentials, in Romania. The main objective of this study was to provide a set of relevant information about the usage of postal services.
The specific objectives of the study were to identify the followings:
• The types of postal services used over the last 12 months;
• The demographic profile of postal services users;
• The current postal services provider/providers whose services are used, and the criteria they are selected on;
• The frequency of usage of postal services, on services categories;
• The satisfaction with specific services provided by C.N.P.R. (National Company – Poșta Română), as an universal service provider;
• The satisfaction with postal services offered by providers, other than C.N.P.R.;
• The average spending on postal services, per year;
• The relevant criteria for choosing a specific type of postal services, offered by a certain postal services provider;
• Information about the previous behavior of users (if they changed their provider over the last 12 months; if so, how often; for what reasons; which were the barriers when they decided to make the replacement);
• The intention of changing the provider/providers over the next 12 months, the reasons for changing and the barriers anticipated;
• The users’ awareness about other postal services providers, and particularly about providers from their residence area;
• The substitutability between the postal services providers, for the same type of services;
• The substitutability between the postal services and electronic communication services;
• The substitutability between different types of postal services;
• The consumption behavior of end users, in case of increased prices for the postal services they use;
• The influence of certain socio-demographic and economic variables on the consumption behavior of the postal services users (correlations between variables).
Backgrounds and Objectives
Methodology
Key Findings
Awareness and Usage of Postal
Services
Postal Services Providers
Substitutability
Demographic Profile
6
Methodology
Respondents profile: Men and women over 16 years old, from urban and rural areas; who use postal services as senders; who are involved in the decision making regarding the acquisition and the use of postal services. The method used for collecting data: Computer Assisted Personal Interviews (CAPI). Sampling methodology: Multi-level random sampling, using the following sampling criteria: region; residence area (urban or rural), size of locality, gender, age groups. The size and the structure of the sample: Planned sample: 1425 interviews; Achieved sample: 1466 interviews;
Urban sample: 849 interviews; Rural sample: 617 interviews.
The detailed structure of the sample is presented in the Appendix. Period of data collection: August-September 2015 Results: Results were weighted at national level, by region, type of residence area, size of locality, gender and age groups, according to the structure of the 16+ population (data source: NIS)
Backgrounds and Objectives
Methodology
Key Findings
Awareness and Usage of Postal
Services
Postal Services Providers
Substitutability
Demographic Profile
8
Key Findings
Chapter I: Awareness and Usage of Postal Services
The top 3 best known postal services are also the most used ones: letter mails, national and international, with 85% awareness level, and 49% usage over the last 12 months; parcels, with awareness of 80%, and usage of 37%; and registered mails, with 77% awareness, and 29% usage.
The next best known services are postal money orders (with 61% awareness, and 17% usage), confirmation of deliveries (with 62% awareness, and 14% usage), and pay on deliveries (with 58% awareness, and 14% usage).
Insured mails, Express-courier services and addressed mails recorded awareness around 50%, and usage of less than 10%. The last position - considering awareness and usage criteria - is occupied by addressed mails (with 34% awareness, and 1% usage).
Generally, the postal services usage in urban areas is higher than in rural areas. The most significant differences are noticed for parcels (40% usage in urban areas, compared to 32% usage in rural areas), registered mails (10% usage in urban areas, compared to 4% usage in rural areas), pay on deliveries (19% usage in urban areas, compared to 6% usage in rural areas), confirmation of deliveries (18% usage in urban areas, compared to 9% usage in rural areas).
The usage incidence is directly correlated with the education level of the postal services users, in case of parcels, registered mails, insured mails, pay on deliveries and confirmation of deliveries.
Less than 10% of the total number of postal services users (as senders only) use at least one type of these postal services, more than once a month. For the majority of services, the most common usage frequency is several times per year.
The total average spending on postal services, amongst postal services users, is RON 87.3 per year, at national level: RON 106.2 per year, in urban areas, RON 56.5 per year, in rural areas.
9
Key Findings
Chapter II: Postal Services Providers
C.N. Poșta Română is by far the leader on the market, considering the spontaneous awareness (96% at national level), the prompted awareness (100%), and the awareness of the providers available in the respondents’ area of residence (97%). The second major player is Fan Courier Express, with 65% spontaneous awareness, 75% prompted awareness, and 45% awareness of the providers available in the respondents’ residence area, followed up by Urgent Cargus (44% spontaneous awareness, 56% prompted awareness, and 29% awareness of the providers available in the respondents’ residence area), and by Posta Atlassib Curier Rapid (32% spontaneous awareness, 46% prompted awareness, and 16% awareness of the providers available in the respondents’ residence area).
All the other providers achieved less important scores for awareness (less than 20% for spontaneous awareness, and below 30% for prompted awareness).
Generally, the postal services market is a low awareness one. At national level, on average, there are 3.2 providers mentioned spontaneously, and 4 providers mentioned prompted. As expected, in urban areas awareness is higher than in rural areas (on average, in urban areas there are 3.9 providers mentioned spontaneously, and 4.7 providers mentioned prompted; in rural areas there are 2.2 providers mentioned spontaneously, and 3 providers mentioned prompted).
Consistent with its leadership position on awareness, C.N. Poșta Română is leading also on usage, for all types of postal services. The ranking of the awareness top is replicated also in the usage top, for each postal services category. Thus, C.N. Poșta Română is followed, at a long distance, by Fan Courier Express, Urgent Cargus and Posta Atlassib Courier Rapid.
The satisfaction with the postal services providers is generally high, most of the providers getting scores over 8.4 (on a scale from 1 to 10).
10
Key Findings
Chapter II: Postal Services Providers (continued)
For each postal service category used, C.N. Poșta Română is chosen mainly due to its affordable prices (more than 50% of each service users mentioned C.N. Poșta Română as their choice).
The main differences between providers for specific categories of postal services, used nationally, are:
• For letter mail, national and international, Urgent Cargus and Fan Courier Express are chosen mainly because of their safety in delivery; these two providers achieved better scores than C.N. Poșta Română;
• For parcels, national and international, Urgent Cargus, Fan Courier Express and Posta Atlassib Curier Rapid, are chosen mainly because of the quality of their services, and next, because of their safe delivery; for quality, all the mentioned providers outperform C.N. Poșta Română, but on the safety criterion, only Urgent Cargus’s scores exceed those of C.N. Poșta Română.
• For registered mails and payments on deliveries, Fan Courier Express is chosen mainly for the quality of their services and for the safety in delivery (its scores are higher than those of C.N. Poșta Română).
The high satisfaction with postal services providers is reflected both by users’ past behaviors and by their intentions for the future. Most of the postal services users have never changed their provider (more than 80% of the users, for any type of services), and, at the same time, they have no intention to do that for the future.
As a result, the reasons for changing the provider are just a few, and they get insignificant scores.
The barriers in changing the providers – identified while analyzing the past behavior and the intentions regarding the future use of all the types of services – seem to be quite low, considering that users are satisfied about prices, did not experience delivery problems, and are satisfied with the providers’ staff. Almost one in three service users (except the users of express-courier services, which achieved lower scores), mentioned as a barrier in changing their providers, the lack of an alternative provider in the expedition area.
11
Key Findings
Chapter III: Substitutability of postal service
Under a scenario of a 10%-15% increase in prices, almost half of the users for a specific type of service will keep using that service, in the same way. Nationally, between 5%-16% of postal services users declare that they will no longer use a specific service, in case of such an increase.
Although the proportion of those who declare that they would use the service in the same way falls in case of an increase in prices with 20%-25%, the proportion of the users who would not use the service anymore is below 20%, nationally, for any type of service considered in the study.
In case of similar prices and quality, C.N. Poșta Română is the most-preferred provider for letter mails and parcels, mentioned by almost 8 in 10 users. The next preferred provider is Fan Courier Express, appreciated by 13% of users, and then follows Urgent Cargus, preferred by 4% of users, under similar price and quality.
In the event of a 10%-15% increase in prices for a specific service, more than half of users declared that they would continue to use the same service. The main types of possible replacements for letter mails, for parcels and for registered mails, are as follows:
• For letter mails: 5% of users would use electronic communication services, 3% would choose confirmation of delivery services, respectively express-courier services.
• For parcels sending: 15% of users would use courier services, 4% would choose confirmation of delivery parcels sending.
• For registered mails: 8% of users would opt for courier services, and 7% would choose express-courier services.
Backgrounds and Objectives
Methodology
Key Findings
Awareness and Usage of Postal
Services
Postal Services Providers
Substitutability
Demographic Profile
13
Awareness and Usage of Postal Services
85
47
80
77
53
48
58
62
61
34
49
2
37
29
8
4
14
14
17
1
Letter mails
Printed matter items
Parcels
Registered mails
Insured mails
Express courier services
Pay on delivery
Confirmation of delivery
Postal money orders
Addressed mails
Awareness
Usage over the last 12
months
U1. Which of the following postal services do you know? U2. And which of them did you use, as a sender, over the last 12 months? You personally, or somebody else in your household.
Base = all postal services users (n=1466)
%
14
Usage of Postal Services by Residence Area and by Size of Locality
National (n=1466)
Urban (n=849)
Bucharest (n=155)
Urban > 200K pop (n=154)
Urban 50-200K
pop (n=299)
Urban < 50K pop (n=241)
Rural (n=617)
49
2
37
29
8
4
14
14
17
1
49
2
40
30
10
5
19
18
18
28
4
39
32
18
6
49
17
21
2
48
2
48
35
13
7
18
21
17
2
54
3
39
32
9
6
12
23
19
55
1
37
24
6
2
13
11
16
49
1
32
27
4
3
6
9
15
1
Letter mails
Printed matter items
Parcels
Registered mails
Insured mails
Express courier services
Pay on delivery
Confirmation of delivery
Postal money orders
Addressed mails
U2. And which of them did you use, as a sender, over the last 12 months? You personally, or somebody else in your household.
%
15
Usage of Postal Services by Age Groups
Național (n=1466)
16-24 years old (n=203)
25-34 years old (n=307)
35-44 years old (n=283)
45-54 years old (n=258)
55-64 years old (n=237)
65+ years old
(n=178)
49
2
37
29
8
4
14
14
17
1
52
1
39
18
5
11
22
10
11
1
42
3
41
26
7
4
17
12
15
1
50
2
37
32
9
2
14
15
18
1
47
2
35
35
10
2
10
17
18
54
1
38
32
5
4
8
16
23
1
55
1
28
29
12
4
13
19
15
1
Letter mails
Printed matter items
Parcels
Registered mails
Insured mails
Express courier services
Pay on delivery
Confirmation of delivery
Postal money orders
Addressed mails
U2. And which of them did you use, as a sender, over the last 12 months? You personally, or somebody else in your household.
%
16
Usage of Postal Services by Education Levels
49
2
37
29
8
4
14
14
17
1
50
1
29
18
6
3
7
5
18
0
49
2
37
27
7
3
13
12
15
1
50
3
43
38
11
7
20
23
18
1
Letter mails
Printed matter items
Parcels
Registered mails
Insured mails
Express courier services
Pay on delivery
Confirmation of delivery
Postal money orders
Addressed mails
National (n=1466)
Primary education
(n=291)
Medium education
(n=703)
Superior education
(n=472)
U2. And which of them did you use, as a sender, over the last 12 months? You personally, or somebody else in your household.
%
17
Frequency of Usage of Postal Services at National Level
9
1
7
6
2
1
6
4
4
0.3
35
1
26
18
4
2
6
8
11
0.2
5
5
5
2
1
2
2
2
Letter mails
Printed matter items
Parcels
Registered mails
Insured mails
Express courier services
Pay on delivery
Confirmation of delivery
Postal money orders
Addressed mails
Several times a month Several times per year Less than once per year
U3. How often are used by you personally, or by other persons in your household, each of the following postal services?
The difference is represented by non-users
Base = all postal services users (n=1466)
%
18
Frequency of Usage of Postal Services amongst Users at National Level
U3. How often are used by you personally, or by other persons in your household, each of the following postal services?
18 18 21 25 26
41 29
23
71 69 62 54 53
45 56 68
11 13 16 20 20 13 13 9
Letter mails(n=714)
Parcels(n=533)
Registered mails(n=420)
Insured mails(n=115)
Express- courier services
(n=59)
Pay on delivery(n=216)
Confirmationof delivery(n=219)
Postalmoney orders
(n=250)
Several times a month Several times per year Less than once per year
%
19
Frequency of Usage of Postal Services amongst Users at Urban Level
U3. How often are used by you personally, or by other persons in your household, each of the following postal services?
23 23 28 24 22
47
26 29
68 66 60 55 62
40
59 65
9 11 12 19 17
11 13 6
Letter mails(n=416)
Parcels(n=326)
Registered mails(n=262)
Insured mails(n=92)
Express courier services
(n=36)
Pay on delivery(n=170)
Confirmationof delivery(n=150)
Postal money orders
(n=159)
Several times a month Several times per year Less than once per year
%
20
Frequency of Usage of Postal Services amongst Users at Rural Level
U3. How often are used by you personally, or by other persons in your household, each of the following postal services?
12 7 10 9
27
11
72 79 67 69
57 77
17 14 23 22
16 12
Letter mails(n=298)
Parcels(n=207)
Registeredmails
(n=158)
Insuredmails
(n=23)
Expresscourier services
(n=23)
Payon delivery
(n=46)
Confirmationof delivery
(n=69)
Postal money orders
(n=91)
Several times a month Several times per year Less than once per year
Base too low for reporting
(<30 respondents)
%
21
Frequency of Usage of Postal Services at Urban Level
11
1
10
8
3
1
9
5
5
0.4
34
1
25
18
5
3
7
10
11
4
5
3
2
1
2
2
1
Letter mails
Printed matter items
Parcels
Registered mails
Insured mails
Express courier services
Pay on delivery
Confirmation of delivery
Postal money orders
Addressed mails
Several times a month Several times per year Less than once per year
U3. How often are used by you personally, or by other persons in your household, each of the following postal services?
The difference is represented by non-users
Base = postal services users in urban areas (n=849)
%
22
Frequency of Usage of Postal Services at Rural Level
6
1
2
3
1
1
1
2
2
0.2
36
1
26
17
3
1
5
5
11
7
5
7
1
1
1
1
2
Letter mails
Printed matter items
Parcels
Registered mails
Insured mails
Express courier services
Pay on delivery
Confirmation of delivery
Postal money orders
Addressed mails
Several times a month Several times per year Less than once per year
U3. How often are used by you personally, or by other persons in your household, each of the following postal services?
The difference is represented by non-users
Base = postal services users in rural areas (n=617)
%
23
14 11 2 5 1 1 2 2
23
15
4 8
1 1 4 3
28
11
12 7
2 2 2 3 4
18
4
8 4
1 1 2 2 4
13
6
1
9 4
2 1 3
3 4
Any t
ype o
fposta
l serv
ice
Lett
er
mails
Pri
nte
dm
att
er
item
s
Parc
els
Regis
tere
dm
ails
Insure
dm
ails
Expre
ss
couri
er
serv
ices
Pay
on d
elivery
Confirm
ation
of delivery
Posta
lm
oney
ord
ers
>100 RON
50-100 RON
20-50 RON
10-20 RON
<10 RON
Annual Average Spending on Postal Services at National Level
36.3 NA 61.5 41.8 62.8 54.1 64.1 48.7 57.4 The average spending per
service
U4. On average, how much do you spend in your household, during a year, on the following postal services?
The difference is represented by non-users
Base = all postal services users (n=1466)
44.2
The total average spending per year,
nationally: RON 87.3
NA = base too low for determining the average value (<30 respondents)
%
24
12 10 2 3 1 2 2 2
20 13
1 4 7
1 1 4 2
26
11
11 7
3 2 3 3 4
22
5
9 5
1 1 2
3 4
16
8
1
12
5
4 1 4
4 5
Any t
ype o
fposta
l serv
ice
Lett
er
mails
Pri
nte
dm
att
er
item
s
Parc
els
Regis
tere
dm
ails
Insure
dm
ails
Expre
ss
couri
er
serv
ices
Pay
on d
elivery
Confirm
ation
of delivery
Posta
lm
oney
ord
ers
>100 RON
50-100 RON
20-50 RON
10-20 RON
<10 RON
Annual Average Spending on Postal Services at Urban Level
41.8 NA 66.7 49.4 66.1 53.9 66.7 51.3 61.6
U4. On average, how much do you spend in your household, during a year, on the following postal services?
NA = base too low for determining the average value (<30 respondents)
The difference is represented by non-users
Base = postal services users in urban areas (n=849)
49.6
The total average spending per year,
in urban areas: RON 106.2
The average spending per
service
%
25
16 14
1 6
1 2
28
17
5
9
1 2 3
30
11
13
8
1 1 3 4
13
7 2
1 1 2
10
3
4 1
1 1
2
Any t
ype o
fposta
l serv
ice
Lett
er
mails
Pri
nte
dm
att
er
item
s
Parc
els
Regis
tere
dm
ails
Insure
dm
ails
Expre
ss
couri
er
serv
ices
Pay
on d
elivery
Confirm
ation
of delivery
Posta
lm
oney
ord
ers
>100 RON
50-100 RON
20-50 RON
10-20 RON
<10 RON
Annual Average Spending on Postal Services at Rural Level
27.3 NA 50.9 28.7 NA NA 55.1 39.0 48.6
U4. On average, how much do you spend in your household, during a year, on the following postal services?
NA = base too low for determining the average value (<30 respondents)
The difference is represented by non-users
Base = postal services users in rural areas (n=617)
37.1
The total average spending per year,
in rural areas: RON 56.5
The average spending per
service
%
Backgrounds and Goals
Methodologiy
Key Findings
Awareness and Usage of Postal
Services
Postal Services Providers
Substitutability
Demographic Profile
27
Awareness of Postal Services Providers at National Level
100
75
56
46
28
20
20
13
12
11
10
8
4
97
45
29
16
9
5
3
4
2
3
1
1
96
65
44
32
20
15
13
10
9
6
7
5
3
C.N. Poşta Română
Fan Courier Express
Urgent Cargus
Poșta Atlassib Curier Rapid
DHL International Romania
Nemo Express Logistic
TNT Romania
UPS Romania
DPD
Total Post Mail Services
GLS
Postmaster
Star Storage
General, promptedawareness
Prompted awareness -providers available in the
area
Spontaneous Awareness
F1. What postal services providers do you know, no matter if you personally used their services, or not? F2. Among the companies on this list, which do you know as a postal services provider? F3. Which of these providers offers postal services in your residential area?
%
The average number of providers, mentioned spontaneously: 3.2 The average number of providers, mentioned prompted: 4
Base = all postal services users (n=1466)
28
Awareness of Postal Services Providers at Urban Level
100
83
66
54
37
27
26
19
16
14
13
10
6
97
53
36
22
13
7
4
6
3
5
1
1
97
74
55
40
28
22
19
14
13
9
11
7
5
C.N. Poşta Română
Fan Courier Express
Urgent Cargus
Poșta Atlassib Curier Rapid
DHL International Romania
Nemo Express Logistic
TNT Romania
UPS Romania
DPD
Total Post Mail Services
GLS
Postmaster
Star Storage
General spontaneousawareness
Prompted awareness -providers available in urban
areas
Spontaneous awareness
%
The average number of providers mentioned spontaneously: 3.9 The average number of providers mentioned prompted: 4.7
Base = postal services users in urban areas (n=849)
F1. What postal services providers do you know, no matter if you personally used their services, or not? F2. Among the companies on this list, which do you know as a postal services provider? F3. Which of these providers offers postal services in your residential area?
29
Awareness of Postal Services Providers at Rural Level
100
63
39
33
13
9
10
5
4
6
5
4
1
99
31
16
7
3
2
1
1
1
1
1
0
95
50
27
19
6
6
4
3
3
2
1
2
0
C.N. Poşta Română
Fan Courier Express
Urgent Cargus
Poșta Atlassib Curier Rapid
DHL International Romania
Nemo Express Logistic
TNT Romania
UPS Romania
DPD
Total Post Mail Services
GLS
Postmaster
Star Storage
General spontaneousawareness
Prompted awareness -providers available in urban
areasSpontaneous awareness
%
The average number of providers mentioned spontaneously: 2.2 The average number of providers mentioned prompted: 3
Base = postal services users in rural areas (n=617)
F1. What postal services providers do you know, no matter if you personally used their services, or not? F2. Among the companies on this list, which do you know as a postal services provider? F3. Which of these providers offers postal services in your residential area?
30
Prompted Awareness of Postal Services Providers by Region %
100 100 94
72 46
61 54
31 43
52 24
37
20 10
13 15 9
10 14
2 5
10 1 7 12 8 9
9 1
7 5
2 3
11 1 6
1
1
100 98 98
80 45
76
53 31
47
41 12 30
21 4
18 19 8
16 13
2 9
8 3 5 7 1 5
5 2 2 6
1 4 2 1 1
99 96 96
71 43
58
52 28
40
34 11
23
20 9 15
15 4 11
17 3 11
7 1 5
9 3 6
18 7 7
7 4 5
8 2 4
4
2
100 98
100
77 53
71
49 27
40
39 21 26
19 7 12
11 7
10
13 5 8
7 2 5
11 4 8
6 1 3
4
1
8 2 6
1
100 98 98
68 40
54
51 25
42
44 15
34
31 13
22
19 8 15
18 11 13
12 6 11
6 4 6
4
10 7 8
3
2
3 1 3
100 99
89
79 57 61
62 36 40
46 18 15
25 10 12
25 11 12
18 7 8
6 2 2
7 4 3
6 1 3
5 1 1
8 2 4
1
100 100 96
75 56 60
57 45 41
55 27 34
36 24 21
20 13 12
22 12 13
15 11 10
8 7 5
5 2 5
15 11 6
2 1 1
3 2
99 89
99
82 20
79
68 11
61
61 4 56
58 3
50
43 4
41
50 3
44
48 1
39
36 1 33
31 1 25
34 1 32
21 1 17
22 2
20
C.N. Poşta Română
Fan Courier Express
Urgent Cargus
Poșta Atlassib Curier Rapid
DHL International Romania
Nemo Express Logistic
TNT Romania
UPS Romania
DPD
Total Post Mail Services
GLS
Postmaster
Star Storage
North - Est (n=248)
South - East
(n=189) South
(n=202)
South - West
(n=153) West
(n=190)
Nord - Vest
(n=183)
Central Region
(n=126)
Bucharest-Ilfov
(n=175)
Prompted awareness Prompted awareness-providers available in the area
Spontaneous awareness
F1. What postal services providers do you know, no matter if you personally used their services, or not? F2. Among the companies on this list, which do you know as a postal services provider? F3. Which of these providers offers postal services in your residential area?
31
Usage of Postal Services Providers at National Level
3
13 14 17
1 2 4 2 1 1 2 1
Express - courier
services
Pay on delivery Confirmation of
delivery
Postal money
orders
Addressed mails
F4. Please mention, for each type of postal service used over the last 12 months, what provider you used.
%
Base = all postal services users (n=1466)
97
48
2
33 28
7
22
11 3 2
10 5
1 6 3 3 1 0.1 2 1 2 1 0.1 1 2 1 0.1 1 1 0.3 1 1 0.4 0.2 0.1
Any type of
postal service
Letter mails Printed matter
items
Parcels Registered mails Insured mails
C.N. Poșta Română Fan Courier Express Urgent Cargus
Poșta Atlassib Curier Rapid DHL International Romania TNT Romania
Nemo Express Logistic GLS DPD
32
Usage of Postal Services Providers at Urban Level
3
17 17 18
1 3 6 3 1 1 3 1 0 0
Express - courier
services
Pay on delivery Confirmation of
delivery
Postal money
orders
Addressed mails
F4. Please mention, for each type of postal service used over the last 12 months, what provider you used.
%
Base = postal services users in urban areas (n=849)
98
48
2
36 30
9
28
10
1
14 4 2
14 6 7
1 1 7
3 4 1 4 2 3 1
Any type of
postal service
Letter mails Printed matter
items
Parcels Registered mails Insured mails
C.N. Poșta Română Fan Courier Express Urgent Cargus Poșta Atlassib Curier Rapid
DHL International Romania TNT Romania Nemo Express Logistic GLS
DPD Total Post Mail Services UPS Romania Postmaster
33
Usage of Postal Services Providers at Rural Level
2 6 8
15
1 2 2 1 1
Express - courier
services
Pay on delivery Confirmation of
delivery
Postal money
orders
Addressed mails
F4. Please mention, for each type of postal service used over the last 12 months, what provider you used.
%
Base = postal services users in rural areas (n=617)
94
48
1
27 26
4
13
3 5 1 1
5 2 1 3 2
Any type of
postal service
Letter mails Printed matter
items
Parcels Registered mails Insured mails
C.N. Poșta Română Fan Courier Express Urgent Cargus Poșta Atlassib Curier Rapid
DHL International Romania TNT Romania Nemo Express Logistic GLS
DPD Total Post Mail Services UPS Romania Postmaster
34
Usage of Postal Services Providers amongst Users at National Level
97 98 88
98
86
22 15
28
11 20
10 8 13
4 6 6 4 8 3 3 3 2 5 2 2 2 1 2 1 1 2 1 2 1 1 1 1 0 1 1 0 2
Any type of postal
service (n=1466)
Letter mails
(n=714)
Parcels
(n=533)
Registered mails
(n=420)
Insured
mails
(n=115)
C.N. Poșta Română
Fan Courier Express
Urgent Cargus
Poșta Atlassib Curier
Rapid
DHL InternationalRomania
TNT Romania
Nemo ExpressLogistic
GLS
DPD
Total Post MailServices
UPS Romania
Postmaster
62
90 96 99
58
31
14 5
26
15 6 2 4 3 1 2
11
1 2 3 1 1
Express
courier services
(n=59)
Pay
on delivery
(n=216)
Confirmation
of delivery
(n=219)
Postal
money orders
(n=250)
F4. Please mention, for each type of postal service used over the last 12 months, what provider you used.
%
35
Usage of Postal Services Providers amongst Users at Urban Level
98 98 89
99 89
28 20
34
13 20
14 11 18
5 6 7 6 10 4 3 4 4 7 3 1 3 2 3 2 1 3 2 3 2 2 1 1 2 1 2
Any type of postal
service (n=849)
Letter mails
(n=416)
Parcels
(n=326)
Registered
mails
(n=262)
Insured
mails
(n=92)
C.N. Poșta Română
Fan Courier Express
Urgent Cargus
Poșta Atlassib Curier
Rapid
DHL InternationalRomania
TNT Romania
Nemo ExpressLogistic
GLS
DPD
Total Post MailServices
UPS Romania
Postmaster
72
89 94 100
50
31
17 8
22 15
7 3 2 3 2 3
13
2 3 6 2 1
Express
courier services
(n=36)
Pay
on delivery
(n=170)
Confirmation
of delivery
(n=150)
Postal
money orders
(n=159)
F4. Please mention, for each type of postal service used over the 12 months, what provider you used.
%
36
Usage of Postal Services Providers amongst Users at Rural Level
94 99
84
98
13 8
19
5 5 2 8
2 3 2 7
2 2 2 1 1 2 1 1
Any type of postal
service (n=617)
Letter mails
(n=298)
Parcels
(n=207)
Registered
mails
(n=158)
Insured
mails
(n=23)
C.N. Poșta Română
Fan Courier Express
Urgent Cargus
Poșta Atlassib Curier
Rapid
DHL InternationalRomania
TNT Romania
Nemo ExpressLogistic
GLS
DPD
Total Post MailServices
UPS Romania
Postmaster
97 93 99
36
6 16
5 2 4 4
Express
courier services
(n=23)
Pay on delivery
(n=46)
Confirmation
of delivery
(n=69)
Postal
money orders
(n=91)
F4. Please mention, for each type of postal service used over the 12 months, what provider you used.
%
Base too low for reporting
(<30 respondents)
Base too low for reporting
(<30 respondents)
37
9 9 10 12 10 13 8 10 10 8
11 7 7 7 5 13
4 6 5 11
20 22 16 23 24
16
14 17 27 18
22 25 21
23 22 18
20 17
36 36
37 36 46
36 39 39 54 51
23 27
Letter mails(n=702)
Parcels(n=466)
Registeredmails
(n=413)
Insuredmails
(n=101)
Expresscourierservices(n=37)
Payon delivery(n=196)
Confirmationof delivery
(n=207)
Postalmoney orders
(n=249)
Letter mails(n=56)
Parcels(n=77)
10
9
8
7
≤6 9 6 13 6 21 9
5 3
6
14 21 17
21 12
26 26 40 15 33
12
36 33 48 43
27
Letter mails(n=117)
Parcels(n=156)
Registeredmails
(n=44)
Payon delivery
(n=68)
Parcels(n=45)
Users’ Satisfaction with Postal Services Providers
8.5 8.6 8.7 8.5 8.7 8.4 9.0 8.8
CN Poşta Română Urgent Cargus
Fan Courier Express Posta Atlassib Curier Rapid
8.5 8.5
8.7 8.8 8.7 9.0 7.9 Average satisfaction
* Only for services and providers used by at least 30 respondents
%
M1. How satisfied are you, in generally, with the [COMPANY], as a provider for [SERVICE]. Please rate from 1 to 10.
Base = users of postal services from a specific
provider
38
Selection Criteria for Choosing Providers for National and International Letter Mails, at National Level
57
36
18
37
41
40
24
7
15
33
47
42
34
12
15
40
51
28
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
CN Poşta Română (n=702)
Urgent Cargus (n=56)
Fan Courier Express (n=117)
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
39
Selection Criteria for Choosing Providers for National and International Letter Mails, at Urban Level
66
27
17
40
46
44
24
8
16
33
47
41
33
12
15
39
50
32
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
CN Poşta Română (n=408)
Urgent Cargus (n=50)
Fan Courier Express (n=92)
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
40
Selection Criteria for Choosing Providers for National and International Letter Mails, at Rural Level
42
51
19
32
34
34
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
CN Poşta Română (n=294)
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
Base too low for reporting Urgent Cargus and Fan Courier Express
41
Selection Criteria for Choosing Providers for National and International Parcels, at National Level
CN Poşta Română (n=466)
Urgent Cargus (n=77)
Fan Courier Express (n=156)
62
41
23
36
46
42
34
3
13
51
55
26
35
14
16
57
45
32
24
6
38
45
42
34
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
Poșta Atlassib Curier Rapid
(n=45)
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
42
Selection Criteria for Choosing Providers for National and International Parcels, at Urban Level
CN Poşta Română (n=291)
Urgent Cargus (n=59)
Fan Courier Express (n=117)
71
33
26
39
48
47
35
1
10
53
57
28
32
11
11
52
47
27
23
4
36
46
45
36
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
Poșta Atlassib Curier Rapid
(n=30)
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
43
Selection Criteria for Choosing Providers for National and International Parcels, at Rural Level
CN Poşta Română (n=175)
Fan Courier Express (n=39)
42
60
16
28
41
32
51
24
36
80
39
54
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
Base too low for reporting
Urgent Cargus and
Poșta Atlassib Curier Rapid
44
Selection Criteria for Choosing Providers for Registered and Insured Mails, and for Express Courier Services, at National Level
CN Poşta Română (n=413)
Fan Courier Express (n=44)
CN Poşta Română (n=101)
CN Poşta Română (n=37)
54
44
22
37
46
39
29
9
19
44
60
26
60
47
33
55
51
56
63
27
33
47
62
39
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
Registered mail Insured mail Express courier services
* Only for postal services and providers used by at least 30 respondents
%
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
Base = users of postal services from a specific provider
45
Selection Criteria for Choosing Providers for Registered and Insured Mails, and for Express Courier Services, at Urban Level
CN Poşta Română (n=258)
Fan Courier Express (n=36)
CN Poşta Română (n=82)
62
35
25
42
48
41
28
7
18
41
57
27
63
45
36
56
53
57
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
Registered mails Insured mails
* Only for postal services and providers used by at least 30 respondents
%
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
Base = users of postal services from a specific provider
Base too low for reporting about Express-courier services offered
by CN Poșta Română
46
Selection Criteria for Choosing Providers for Registered and Insured Mails, and for Express Courier Services, at Rural Level
CN Poşta Română (n=155)
38
60
16
28
42
36
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
Registered mail
* Only for postal services and providers used by at least 30 respondents
%
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
Base = users of postal services from a specific provider
Base too low for reporting about registered mail of Fan Courier Express and about insured mail and Express-
courier services offered by CN Poșta Română
47
Selection Criteria for Choosing Providers for Pay on Delivery and Confirmation of Delivery Services, and for Postal Money Orders, at National Level
CN Poşta Română
(n=196)
Fan Courier Express (n=68)
CN Poşta Română (n=207)
CN Poşta Română (n=249)
71
51
33
41
46
52
35
6
16
47
48
24
57
42
27
47
63
51
52
48
26
41
52
45
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
Pay on delivery Confirmation of delivery
Postal money order
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
48
Selection Criteria for Choosing Providers for Pay on Delivery and Confirmation of Delivery Services, and for Postal Money Orders, at Urban Level
CN Poşta Română
(n=151)
Fan Courier Express (n=52)
CN Poşta Română (n=142)
CN Poşta Română (n=159)
72
52
35
41
49
55
35
7
18
47
52
22
59
34
26
43
65
49
60
42
30
45
56
50
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
Pay on delivery Confirmation of delivery
Postal money order
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
49
Selection Criteria for Choosing Providers for Pay on Delivery and Confirmation of Delivery Services, and for Postal Money Orders, at Rural Level
CN Poşta Română (n=45)
CN Poşta Română (n=65)
CN Poşta Română (n=90)
67
44
23
40
35
42
53
69
28
61
59
57
36
58
18
35
46
35
Affordable prices
The only provider in the area of residence
The only provider in the destination area
The quality of services
Safe delivery, without problems
Satisfied with the provider's staff
Pay on delivery Confirmation of delivery
Postal money order
* Only for postal services and providers used by at least 30 respondents
A1. When you choose to work with [PROVIDER/COMPANY] to get the [SERVICE], on what criteria did you make your decision?
%
Base = users of postal services from a specific provider
Base too low for reporting about pay on delivery services, offered by Fan Courier
Express
50
Past Behavior and Intentions for the Future, at National Level
46
2
32 28
8 3 12 13 16
1
Lett
er
mails
Printe
d m
att
er
item
s
Parc
els
Regis
tere
d m
ails
Insure
d m
ails
Expre
ss
courier
serv
ices
Pay o
n d
elivery
Confirm
ation
of delivery
Posta
l
money o
rders
Addre
ssed
mails
Number of provider replacements Three or more times
Twice
Only once
Never
1 2 1 1 0
45 32
26
7 4 12 13 15
1 2
Lett
er
mails
Pri
nte
d m
att
er
item
s
Parc
els
Regis
tere
d
mails
Insure
d
mails
Expre
ss
courier-
serv
ices
Pay
on d
elivery
Confirm
ation
of delivery
Posta
l
money o
rders
Addre
ssed
mails
Intentions to replace the provider into the future I will not use at all
that service
I am going to use the
same provider
Yes, I am going to
change the provider
F5. Did you change your postal services provider for [SERVICE], over the last 12 months? F8. In the next 12 months, do you intend to change the postal service provider for [SERVICE]?
%
The difference is represented by non-users Base = all postal services users
(n=1466)
51
Past Behavior and Intentions for the Future, at National Level, amongst the Users Who Use as a Provider Only C.N. Poșta Română
51
1
27 25
6 1 8 10 15 0.5
Lett
er
mails
Printe
d m
att
er
item
s
Parc
els
Regis
tere
d
mails
Insure
d
mails
Expre
ss
courier-
serv
ices
Pay
on d
elivery
Confirm
ation
of delivery
Posta
l
money o
rders
Addre
ssed
mails
Number of provider replacements Three or more times
Twice
Only once
Never
1 1 0 0 0
49
25 24
5 1 8 10 14 0
Lett
er
mails
Pri
nte
d m
att
er
item
s
Parc
els
Regis
tere
d
mails
Insure
d
mails
Expre
ss
courier-
serv
ices
Pay
on d
elivery
Confirm
ation
of delivery
Posta
l
money o
rders
Addre
ssed
mails
Intentions to replace the provider into the future I will not use at all
that service
I am going to use the
same provider
Yes, I am going to
change the provider
Base = users who use exclusively CN Poșta Română as a provider (n=1018)
F5. Did you change your postal services provider for [SERVICE], over the last 12 months? F8. In the next 12 months, do you intend to change the postal service provider for [SERVICE]?
%
The difference is represented by non-users
52
Past Behavior and Intentions for the Future, at National Level, amongst the Users Who Use Only Providers Other Than C.N. Poșta Română
8
59
5 7 14 4 2
3 3
3 3
Lett
er
mails
Printe
d m
att
er
item
s
Parc
els
Regis
tere
d
mails
Insure
d
mails
Expre
ss
courier
serv
ices
Pay
on d
elivery
Confirm
ation
of delivery
Posta
l
money o
rders
Addre
ssed
mails
Number of provider replacements Three or more times
Twice
Only once
Never
5 3 6
48
2 10 14
4 6
Lett
er
mails
Pri
nte
d m
att
er
item
s
Parc
els
Regis
tere
d
mails
Insure
d
mails
Expre
ss
courier-
serv
ices
Pay
on d
elivery
Confirm
ation
of delivery
Posta
l
money o
rders
Addre
ssed
mails
Intentions to replace the provider into the future I will not use at all
that service
I am going to use the
same provider
Yes, I am going to
change the provider
Base = users who use exclusively other providers than CN Poșta Română (n=45)
F5. Did you change your postal services provider for [SERVICE], over the last 12 months? F8. In the next 12 months, do you intend to change the postal service provider for [SERVICE]?
%
The difference is represented by non-users
53
Past Behavior and Intentions for the Future amongst the Postal Services Users, at National Level
F5. Did you change your postal services provider for [SERVICE], over the last 12 months? F8. In the next 12 months, do you intend to change the postal service provider for [SERVICE]?
%
94 87 96 97 83 88 93 98
1 4
1
2 3
3 3 4 1 1 4
6 1 1
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insuredmails
(n=115)
Expresscourier services
(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postalmoney orders
(n=250)
Number of provider replacements Three or
more times
Twice
Only once
Never
3 4 4 4 2 6 3 3
92 86 91 89 86 83 92 92
1 2 1
1
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insuredmails
(n=115)
Expresscourier services
(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postalmoney orders
(n=250)
Intentions to replace the provider into the future I will not
use at all
that service
I am going
to use the
same
provider
Yes, I am
going to
change the
provider
The difference is represented by answers “Does not know/Does not answer”
54
Reasons for Replacing the Provider – Past and Future, at National Level
0.8
0.4
0.2
0.1
0.6
0.6
0.9
0.7
0.6
46
48
2
1.3
0.6
0.1
1.1
0.9
0.6
0.6
0.5
32
35
0.1
0.2
0.1
0.2
0.5
0.4
0.2
0.4
28
28
0.1
0.1
0.2
8
8
0.1
0.1
0.2
0.2
0.1
0.5
0.3
0.2
0.1
0.5
0.3
0.04
13
13
0.3
0.1
0.1
0.2
0.1
0.1
0.2
0.2
14
14
0.2
0.4
0.1
0.1
0.1
0.1
17
16
0.1
0.1
0.1
0.1
0.1
0.1
Better prices offered by other
provider
It has no longer/ It has no
coverage in my residential area
It has no longer/ It has no
coverage for the area where I
intend to sens letters, parcels etc
I experienced delivery problems in
the past (e.g. lost parcels/letters,
delayed deliveries etc), when I was
working with them
I was not satisfied with the delivery
staff
I did not replace/ I do not intend to
replace the provider
Lett
er m
ails
Prin
ted
matt
er
item
s
Parcels
Reg
iste
red
m
ails
In
su
red
mails
Exp
ress
co
urie
r
servic
es
Pay
on
delivery
Co
nfi
rm
ati
on
o
f d
elivery
Po
sta
l m
on
ey
ord
ers
Ad
dressed
m
ails
%
Reasons for replacing the provider – in the past
Reasons for replacing the provider – in the future
The difference is represented by non-users Base = all postal services users (n=1466)
F6. For what reasons did you replace the provider for [SERVICE]? F9. What reasons determine you to change the provider for [SERVICE]?
55
Reasons for Replacing the Provider – Past and Future, at National Level, amongst Users Who Use Exclusively CN Poșta Română
0.2
0.1
0.1
0.1
0.1
0.1
0.3
50
50
1
1
0.2
0.4
0.1
0.4
0.1
0.2
26
26
0.2
0.1
0.1
0.2
25
26
0.1
0.1
0.2
6
6
1
1
0.1
0.1
9
9
10
10
0.1
0.3
16
16
0.4
0.4
Better prices offered by other
provider
It has no longer/ It has no
coverage in my residential area
It has no longer/ It has no
coverage for the area where I
intend to sens letters, parcels etc
I experienced delivery problems in
the past (e.g. lost parcels/letters,
delayed deliveries etc), when I was
working with them
I was not satisfied with the delivery
staff
I did not replace/ I do not intend to
replace the provider
%
Base = users who use exclusively CN Poșta Română (n=1018)
The difference is represented by non-users
Reasons for replacing the provider – in the past
Reasons for replacing the provider – in the future
F6. For what reasons did you replace the provider for [SERVICE]? F9. What reasons determine you to change the provider for [SERVICE]?
Lett
er m
ails
Prin
ted
matt
er
item
s
Parcels
Reg
iste
red
m
ails
In
su
red
mails
Exp
ress
co
urie
r
servic
es
Pay
on
delivery
Co
nfi
rm
ati
on
o
f d
elivery
Po
sta
l m
on
ey
ord
ers
Ad
dressed
m
ails
56
Reasons for Replacing the Provider – Past and Future, at National Level, amongst Users Who Use Only Other Providers Than CN Poșta Română
8
8
2
4
3
59
60
3
7
4
7
10
14
14
4
4
2
6
Better prices offered by other
provider
It has no longer/ It has no
coverage in my residential area
It has no longer/ It has no
coverage for the area where I
intend to sens letters, parcels etc
I experienced delivery problems in
the past (e.g. lost parcels/letters,
delayed deliveries etc), when I was
working with them
I was not satisfied with the delivery
staff
I did not replace/ I do not intend to
replace the provider
%
Base = users who use exclusively providers other than CN Poșta Română (n=45) The difference is represented by non-users
Reasons for replacing the provider – in the past
Reasons for replacing the provider – in the future
F6. For what reasons did you replace the provider for [SERVICE]? F9. What reasons determine you to change the provider for [SERVICE]?
Lett
er m
ails
Prin
ted
matt
er
item
s
Parcels
Reg
iste
red
m
ails
In
su
red
mails
Exp
ress
co
urie
r
servic
es
Pay
on
delivery
Co
nfi
rm
ati
on
o
f d
elivery
Po
sta
l m
on
ey
ord
ers
Ad
dressed
m
ails
57
Reasons for Replacing the Provider – Past and Future, at National Level, amongst Postal Services Users
Lett
er m
ails
(n
=7
14
)
Parcels
(n
=5
33
)
Reg
iste
red
m
ails
(n
=4
20
)
In
su
red
mails
(n
=1
15
)
Exp
ress
Co
urie
r
servic
es
(n
=5
9)
Pay o
n
delivery
(n
=2
16
)
Co
nfi
rm
ati
on
o
f d
elivery
(n
=2
19
)
Po
sta
l m
on
ey
ord
ers
(n
=2
50
)
F6. For what reasons did you replace the provider for [SERVICE]? F9. What reasons determine you to change the provider for [SERVICE]?
%
2
1
1
1
1
2
1
1
94
97
3
2
1
3
3
2
2
1
87
94
1
1
2
1
1
1
96
96
2
2
1
1
3
95
94
2
3
6
4
3
3
92
97
4
2
1
3
2
88
94
2
1
1
1
1
1
1
94
97
1
2
1
1
98
97
Better prices offered by other provider
It has no longer/ It has no coverage in
my residential area
It has no longer/ It has no coverage for
the area where I intend to sens letters,
parcels etc
I experienced delivery problems in the
past (e.g. lost parcels/letters, delayed
deliveries etc), when I was working with
them
I was not satisfied with the delivery staff
I did not replace/ I do not intend to
replace the provider
Reasons for replacing the provider – in the past
Reasons for replacing the provider – in the future
58
Barriers for Replacing the Provider – Past and Future, at National Level
24
26
15
16
10
9
25
21
19
22
3
1
1
1
1
0.5
0.4
0.4
1
1
1
1
0.1
18
18
11
11
8
7
20
18
15
17
5
2
14
15
10
10
7
7
16
15
13
14
1
1
5
5
3
3
3
3
5
4
5
5
0.2
0.3
2
2
0.4
1
1
1
2
2
1
2
0.7
0.1
8
8
5
5
5
4
8
7
7
8
2
0.8
8
8
5
5
4
4
9
9
8
9
1
0.4
7
8
7
7
5
5
9
8
8
8
0.3
0.5
0.2
0.2
0.4
0.4
0.2
0.2
0.4
0.4
0.1
0.1
I was/am satisfied with their prices
It is the only provider available in
my resisential area
It is the only provider that covers
the area where I intended/intend to
send letters, parcels etc.
I have never experienced delivery
problems with this provider (no lost
parcels, no delayed deliveries etc)
I was/am satisfied with their
delivering staff
I have already replaced / I intend
to change the provider
F7. For what reasons did you decide to not replace your provider for [SERVICE]? F10. For what reasons did you decide to maintain the provider for [SERVICE]?
The difference is represented by non-users
%
Base = all postal services users (n=1466)
Barriers for replacing the provider - past
Barriers for replacing the provider - future L
ett
er m
ails
Prin
ted
matt
er
item
s
Parcels
Reg
iste
red
m
ails
In
su
red
mails
Exp
ress
co
urie
r
servic
es
Pay
on
delivery
Co
nfi
rm
ati
on
o
f d
elivery
Po
sta
l m
on
ey
ord
ers
Ad
dressed
m
ails
59
Barriers for Replacing the Provider – Past and Future, at National Level, amongst Users Who Use Exclusively CN Poșta Română
24
25
18
20
10
10
28
23
21
24
1
3
1
1
1
1
0.2
0.3
1
1
1
0.5
0.3
14
13
11
10
7
6
14
14
12
13
1
3
12
13
12
12
6
6
15
13
12
13
1
1
3
3
3
3
3
3
4
3
4
4
0.5
1
1
1
1
1
1
1
5
4
5
5
4
3
5
4
6
5
0.3
1.3
5
6
6
6
4
4
8
7
7
7
7
7
8
8
5
5
9
8
8
8
1
0.1
0.1
0.4
0.4
0.1
0.1
0.2
0.2
0.1
0.1
I was/am satisfied with their prices
It is the only provider available in
my resisential area
It is the only provider that covers
the area where I intended/intend to
send letters, parcels etc.
I have never experienced delivery
problems with this provider (no lost
parcels, no delayed deliveries etc)
I was/am satisfied with their
delivering staff
I have already replaced / I intend
to change the provider
%
Barriers for replacing the provider - past
Barriers for replacing the provider - future
Base = users who use exclusively CN Poșta Română (n=1018)
The difference is represented by non-users
F7. For what reasons did you decide to not replace your provider for [SERVICE]? F10. For what reasons did you decide to maintain the provider for [SERVICE]?
Lett
er m
ails
Prin
ted
matt
er
item
s
Parcels
Reg
iste
red
m
ails
In
su
red
mails
Exp
ress
co
urie
r
servic
es
Pay
on
delivery
Co
nfi
rm
ati
on
o
f d
elivery
Po
sta
l m
on
ey
ord
ers
Ad
dressed
m
ails
60
Barriers for Replacing the Provider – Past and Future, at National Level, amongst Users Who Use Only Other Providers
2
6
2
2
4
2
6
4
6
6
2
36
32
12
12
18
18
49
33
26
26
7
18
3
2
2
2
4
4
4
4
4
4
4
4
8
4
7
3
9
6
3
8
3
8
5
4
4
2
2
4
4
4
4
2
2
2
2
2
6
2
6
3
I was/am satisfied with their prices
It is the only provider available in
my resisential area
It is the only provider that covers
the area where I intended/intend to
send letters, parcels etc.
I have never experienced delivery
problems with this provider (no lost
parcels, no delayed deliveries etc)
I was/am satisfied with their
delivering staff
I have already replaced / I intend
to change the provider
%
Base = users who use exclusively providers other than CN Poșta Română (n=45) The difference is represented by non-users
Barriers for replacing the provider - past
Barriers for replacing the provider - future
F7. For what reasons did you decide to not replace your provider for [SERVICE]? F10. For what reasons did you decide to maintain the provider for [SERVICE]?
Lett
er m
ails
Prin
ted
matt
er
item
s
Parcels
Reg
iste
red
m
ails
In
su
red
mails
Exp
ress
co
urie
r
servic
es
Pay
on
delivery
Co
nfi
rm
ati
on
o
f d
elivery
Po
sta
l m
on
ey
ord
ers
Ad
dressed
m
ails
61
Barriers for Replacing the Provider – Past and Future, at National Level, amongst Postal Services Users
%
Lett
er m
ails
(n
=7
14
)
Parcels
(n
=5
33
)
Reg
iste
red
m
ails
(n
=4
20
)
In
su
red
mails
(n
=1
15
)
Exp
ress
Ccu
rie
r
servic
es
(n
=5
9)
Pay o
n
delivery
(n
=2
16
)
Co
nfi
rm
ati
on
o
f d
elivery
(n
=2
19
)
Po
sta
l m
on
ey
ord
ers
(n
=2
50
)
49
52
31
34
19
20
54
46
43
48
6
9
48
48
31
30
21
20
55
51
42
47
14
15
49
52
37
36
24
24
59
51
48
50
6
9
54
51
35
36
34
35
63
50
63
58
6
12
56
49
11
23
14
13
60
57
35
43
17
14
53
53
40
36
32
29
54
45
53
54
13
19
54
56
36
39
30
30
64
59
59
66
7
9
46
49
46
44
32
30
54
47
50
52
2
9
I was/am satisfied with their prices
It is the only provider available in
my resisential area
It is the only provider that covers
the area where I intended/intend
to send letters, parcels etc.
I have never experienced delivery
problems with this provider (no
lost parcels, no delayed deliveries
etc)
I was/am satisfied with their
delivering staff
I have already replaced / I intend
to change the provider
Barriers for replacing the provider - past
Barriers for replacing the provider - future
F7. For what reasons did you decide to not replace your provider for [SERVICE]? F10. For what reasons did you decide to maintain the provider for [SERVICE]?
62
Barriers for Replacing the Provider – Past and Future, at Urban Level, amongst Postal Services Users
%
Lett
er m
ails
(n
=4
16
)
Parcels
(n
=3
26
)
Reg
iste
red
m
ails
(n
=2
62
)
In
su
red
mails
(n
=9
2)
Exp
ress
co
urie
r
servic
es
(n
=3
6)
Pay o
n
delivery
(n
=1
70
)
Co
nfi
rm
ati
on
o
n d
elivery
(n
=1
50
)
Po
sta
l m
on
ey
ord
ers
(n
=1
59
)
54
58
21
26
17
18
59
49
47
51
7
10
54
53
25
26
21
18
57
53
46
52
17
17
55
58
31
30
25
26
64
53
54
55
7
11
54
52
36
38
35
36
64
44
63
57
6
14
60
53
8
20
11
13
65
62
38
47
18
16
53
53
43
39
35
33
54
47
58
59
13
18
57
57
31
37
29
30
64
58
59
65
7
8
54
56
42
39
39
35
61
50
56
58
3
10
I was/am satisfied with their prices
It is the only provider available in
my resisential area
It is the only provider that covers
the area where I intended/intend
to send letters, parcels etc.
I have never experienced delivery
problems with this provider (no
lost parcels, no delayed deliveries
etc)
I was/am satisfied with their
delivering staff
I have already replaced / I intend
to change the provider
Barriers for replacing the provider - past
Barriers for replacing the provider - future
F7. For what reasons did you decide to not replace your provider for [SERVICE]? F10. For what reasons did you decide to maintain the provider for [SERVICE]?
63
Barriers for Replacing the Provider – Past and Future, at Rural Level amongst Postal Services Users
%
Lett
er
mails(n
=2
98
)
Parcels
(n
=2
07
)
Reg
iste
red
m
ails
(n
=1
58
)
In
su
red
mails
(n
=2
3)
Exp
ress
co
urie
r
servic
es
(n
=2
3)
Pay o
n
delivery
(n
=4
6)
Con
firm
ati
on
o
n d
elivery
(n
=6
9)
Po
sta
l m
on
ey
ord
ers
(n
=9
1)
42
45
46
45
22
22
47
41
39
44
5
7
40
42
40
36
21
23
52
47
35
39
9
12
39
41
47
46
22
21
52
46
38
43
4
7
56
52
29
24
23
13
55
36
34
33
12
24
45
52
48
42
31
31
64
62
61
68
8
9
32
37
54
53
18
22
42
42
39
41
1
9
I was/am satisfied with their prices
It is the only provider available in
my resisential area
It is the only provider that covers
the area where I intended/intend
to send letters, parcels etc.
I have never experienced delivery
problems with this provider (no
lost parcels, no delayed deliveries
etc)
I was/am satisfied with their
delivering staff
I have already replaced / I intend
to change the provider
Base too low for reporting
(<30 respondents)
Barriers for replacing the provider - past
Barriers for replacing the provider - future
F7. For what reasons did you decide to not replace your provider for [SERVICE]? F10. For what reasons did you decide to maintain the provider for [SERVICE]?
64
Barriers for Replacing the Provider – Past and Future, amongst Postal Services Users, for Those Who Use Exclusively CN Poșta Română
%
Lett
er
mails(n
=5
09
)
Parcels
(n
=2
80
)
Reg
iste
red
m
ails
(n
=2
61
)
In
su
red
mails
(n
=6
0)
Exp
ress
co
urie
r
servic
es
(n
=1
3)
Pay o
n
delivery
(n
=9
3)
Con
firm
ati
on
o
n d
elivery
(n
=1
00
)
Po
sta
l m
on
ey
ord
ers
(n
=1
63
)
47
50
36
39
20
20
55
46
42
47
2
5
53
50
42
38
24
21
53
51
44
46
3
11
47
50
45
45
24
23
58
49
46
48
3
5
54
52
45
42
42
43
69
56
68
64
9
53
46
58
52
44
39
58
43
63
61
3
14
54
57
55
56
39
43
74
66
69
70
1
40
44
51
47
33
33
57
49
50
51
8
I was/am satisfied with their prices
It is the only provider available in
my resisential area
It is the only provider that covers
the area where I intended/intend
to send letters, parcels etc.
I have never experienced delivery
problems with this provider (no
lost parcels, no delayed deliveries
etc)
I was/am satisfied with their
delivering staff
I have already replaced / I intend
to change the provider
Base too low for reporting
(<30 respondents)
Barriers for replacing the provider - past
Barriers for replacing the provider - future
F7. For what reasons did you decide to not replace your provider for [SERVICE]? F10. For what reasons did you decide to maintain the provider for [SERVICE]?
Backgrounds and Goals
Methodology
Key Findings
Awareness and Usage of Postal
Services
Postal Services Providers
Substitutability
Demographic Profile
66
Behavior in Case of Raised Prices for Postal Services amongst Users at National Level (part I)
64
41 56
30
62 46 42
34
20
27
24
30
19
20 28
18
1
3
1
4
2
4 1
5
7 16
13
27
9 21
11 21
8 12 5 8 8 7 16 20
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Cease using the service
Replace the current
provider
Replace with another
service
Use the service rarely
Continue to use the
service similarly
Letter mails (n1=714, n2=655)
Parcels (n1=533, n2=505)
Registered mails
(n1=420, n2=388)
Insured mails (n1=115, n2=98)
0.2 0.7 0.8 0.7 1
0.2
1 0.6 0.2
0.6 3
0.6
0.7
1
2
0.3
0.5
0.2
0.6
0.1
0.3 0.3
0.3
1 0.3
0.4
1
2
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Another postal service
A banking service
A telephony service
Email/ Facebook
Courier services
Online /electronic services
A cheaper service
1% 3% 1% 4% 2% 4% 1% 5%
Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.
U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?
67
Express courier services
(n1=59, n2=53)
Pay on delivery (n1=216, n2=205)
Confirmation of delivery
(n1=219, n2=204)
Postal money orders
(n1=250, n2=238)
58 37
48
23
58 41
56 38
14
24
26
30
20
21
22
28
2
5
1
3
2 3
18 30 18
25
11 22
12 19
11 10 6 16 7 12 6 9
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Cease using the service
Replace the current provider
Replace with another
service
Use the service rarely
Continue to use the service
similarly
0.3 0 0.3 0.3 0.3
1.3 2 1
1.0
0.3 1.1
0.4 0.4
1.7
2 0.7
0.4
0.2
0.4
0.4
0.4
0.4
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Another postal service
A banking service
A telephony service
Email/ Facebook
Courier services
Online /electronic services
A cheaper service
2% 5% 1% 3% 2% 3%
Behavior in Case of Raised Prices for Postal Services amongst Users at National Level (part II)
U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?
Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.
68
Behavior in Case of Raised Prices for Postal Services amongst Users at Urban Level (part I)
65
41
60
28
59 42 41
29
20
24
21
30
18
20 30
18
2
3
1
4
1
5 1
2
8
19
14
30 12
24 11
23
5 10
4 7 8 7 14
21
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Cease using the
service
Replace the current
provider
Replace with another
service
Use the service rarely
Continue to use the
service similarly
Letter mails (n1=416, n2=393)
Parcels (n1=326, n2=315)
Registered mails
(n1=262, n2=240)
Insured mails (n1=92, n2=81)
0.3 0.5 0.2 0.3
1 0.3
1 1.0
0.3
0.4 0.9
0.8
1
2 0.5
0.5
0.3
0.6
0.5 0.5
2 0.3
0.7
1
2
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Another postal service
A banking service
A telephony service
Email/ Facebook
Courier services
Online /electronic services
A cheaper service
2% 3% 1% 4% 1% 5% 1% 2%
U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?
Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.
69
Behavior in Case of Raised Prices for Postal Services amongst Users at Urban Level (part II)
Express courier services
(n1=36, n2=34)
Pay on delivery (n1=170, n2=163)
Confirmation of delivery
(n1=150, n2=140)
Postal money order (n1=159,
n2=153)
62
31 49
23
59 42
51 34
16
27
25
31
21
20
25
29
1
5
0.4
4
3
4
16
27
19
24
12 21
14 22
6 15 5 17 7 11 4 8
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Cease using the service
Replace the current provider
Replace with another
service
Use the service rarely
Continue to use the service
similarly
0.4 0 0.4 0.3 0.4
1.6 2 0 1.0
0.4
1.1
0.4
1.7
2 0.7
0.4
0.4
0.4
0.4 0.7
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Another postal service
A banking service
A telephony service
Email/ Facebook
Courier services
Online /electronic services
A cheaper service
1% 5% 0.4% 4% 3% 4%
U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?
Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.
70
Behavior in Case of Raised Prices for Postal Services amongst Users at Rural Level (part I)
61 40
50 32
66 53
20
30 28
30
19
21
1 3
2
3
2
3 6
13 11
23
5 16
12 14 8 10 7 7
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Cease using the
service
Replace the current
provider
Replace with another
service
Use the service rarely
Continue to use the
service similarly
Letter mails (n1=298, n2=262)
Parcels (n1=207, n2=190)
Registered mails (n1=158, n2=148)
Insured mails (n1=23, n2=17)
0.9 1.8 1.4
1
1 1.1
0.3
0.6
2
1 0.3
0.6
0.3
0.7
0.4
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Another postal service
A banking service
A telephony service
Email/ Facebook
Courier services
Online /electronic services
A cheaper service
1% 3% 2% 3% 2% 3%
Base too low for reporting
(<30 respondents)
U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?
Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.
71
Behavior in Case of Raised Prices for Postal Services amongst Users at Rural Level (part II)
Express courier services
(n1=23, n2=19)
Pay on delivery
(n1=46, n2=42)
Confirmation of delivery
(n1=69, n2=64)
Postal money orders
(n1=91, n2=85)
42 23
57 38
64 44
31
29
20
24
17
27
4
2
3
3
1 1
15
32
11 23
10 14
9 12 8 12 8 10
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Cease using the service
Replace the current provider
Replace with another
service
Use the service rarely
Continue to use the service
similarly
1 1
4
2.1 1.3 1.5
1.2 1.3
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Another postal service
A banking service
A telephony service
Email/ Facebook
Courier services
Online /electronic services
A cheaper service
4% 2% 3% 3% 1% 1%
Base too low for reporting
(<30 respondents)
U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?
Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.
72
Behavior in Case of Raised Prices for Postal Services amongst Users Who Use Exclusively CN Poșta Română (part I)
66
44 58
35
64 50 46 40
20
27
23
32
20
19 31
19
1
3 1
3
1
4
4 12
10 23
7 18 6
10
9 12 7 6 7 7 15 25
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Cease using the
service
Replace the current
provider
Replace with anotherservice
Use the service rarely
Continue to use the
service similarly
Letter mails (n1=509, n2=464)
Parcels (n1=280, n2=260)
Registered mails
(n1=261, n2=243)
Insured mails (n1=60, n2=52)
0.2
1.3 2
0.3
1
0.6
0.3
0.3
0.4
0.6
1
1
0.3
0.5 0.4
0.2
0.4 0.4 1
0.3
0.3
0.6
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Another postal service
A banking service
A telephony service
Email/ Facebook
Courier services
Online /electronic services
A cheaper service
1% 3% 1% 3% 1% 4%
U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?
Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.
73
Behavior in Case of Raised Prices for Postal Services amongst Users Who Use Exclusively CN Poșta Română (part II)
Express courier services
(n1=13, n2=13)
Pay on delivery
(n1=93, n2=87)
Confirmation of delivery
(n1=100, n2=96)
Postal money orders
(n1=163, n2=156)
48
21
62 46
60 37
27
36
22
22
21
32 2
2
5
2
2
18
21
7
12 8
18
8 19
5 14 5 6
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Cease using the service
Replace the current provider
Replace with another
service
Use the service rarely
Continue to use the service
similarly
0.6 1 0.4 1.5
2 0.9 0.9 1.9
2
0.4 0.8
0.8
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Increase with10%-15%
Increase with20%-25%
Another postal service
A banking service
A telephony service
Email/ Facebook
Courier services
Online /electronic services
A cheaper service
Base too low for reporting
(<30 respondents)
2% 2% 5% 2% 2%
U5. What do you intend to do, if the price for [SERVICE] would increase with 10%-15%? U6. What do you intend to do, if the price for [SERVICE] would increase with 20%-25%?
Base n1= service users over the last 12 months. Base n2= service users over the last 12 months, who intend to replace it in case of an increase of 10-15% in prices.
74
Preferred Provider, at Similar Prices and Quality
78
13
4 1 1 2 1
C.N. Posta
Romana
Fan Courier
Express
Urgent
Cargus
DHL
InternationalRomania
Posta
AtlassibCurier Rapid
Other
providers
Does not
declare
S0. If all providers would offer the same quality and similar prices for their services, what provider you choose for letter mail and parcels?
Base = all postal services users (n=1466)
%
75
62
7 8 2 21
Keep using the same
type of service
Express courier
services
Courier services Other type of service Can not assess
64
15 4 4 12
Keep using the same
type of service
Courier services Parcels with
confirmation of
delivery
Other type of service Can not assess
Substitutability for Letter Mail – amongst Users of Any Provider
76
3 3 1 5 1 10
Keep using the
same type of
service
Confirmation of
delivery
Express courier
services
Special delivery
services
Electronic
communication
services
Other type of
service
Can not assess
S1. What do you intend to do in case of an increase about 10-15% of prices for sending letter mail? S3. What do you intend to do in case of an increase about 10-15% of prices for sending parcels (inclusively for parcels bought through e-commerce)? S4. What do you intend to do in case of an increase about 10-15% of prices for sending registered mail?
%
Base = users who send letter mails (n=714)
Substitutability for Parcels – amongst Users of Any Provider
Base = users who send parcels (n=533)
Substitutability for Registered Mail – amongst Users of Any Provider
Base = users who send registered mails (n=420)
76
63
5 8 2 22
Keep using the same
type of service
Express courier
services
Courier services Other type of service Can not assess
Substitutability for Letter Mail – amongst Users Who Use Exclusively CN Poșta Română
78
4 2 1 4 1 9
Keep using the
same type of
service
Confirmation of
delivery
Express courier
services
Special delivery
services
Electronic
communication
services
Other type of
service
Can not assess
Base = users who send letter mails, exclusively through CN Poșta Română (n=509)
68
12 4 4 11
Keep using the same
type of service
Courier services Parcels with
confirmation of
delivery
Other type of service Can not assess
Substitutability for Parcels – amongst Exclusive Users of CN Poșta Română
Base = users who send parcels, exclusively through CN Poșta Română (n=280)
Substitutability for Registered Mail – amongst Exclusive Users of CN Poșta Română
Base = users who send registered mails, exclusively through CN Poșta Română (n=261)
%
S1. What do you intend to do in case of an increase about 10-15% of prices for sending letter mail? S3. What do you intend to do in case of an increase g about 10-15% of prices for sending parcels (inclusively for parcels bought through e-commerce)? S4. What do you intend to do in case of an increase about 10-15% of prices for sending registered mail?
Backgrounds and goals
Methodology
Key Findings
Awareness and Usage of Postal
Services
Postal Services Providers
Substitutability
Demographic Profile
78
Users Demographics
48 41 43 44 44 40 41 39 40
52 59 57 56 56 60 59 61 60
Postal services(n=1466)
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insured mails
(n=115)
Expresscourier services
(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postal money orders
(n=250)
Women
Men
13 16 16 9 10
36 23
11 9
18 18 24 19 19
19 25
17 19
20 20 20
22 22
11 19
20 21
16 16 16
20 22 9 12
20 18
15 17 16 18 11
13 9 17 22
18 13 9 12 17 11 11 16 11
Postal services(n=1466)
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insured mails
(n=115)
Expresscourier services
(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postal money orders
(n=250)
65+
55-64 years old
45-54 years old
35-44 years old
25-34 years old
16-24 years old
* Only for services used by at least 30 respondents
Gender
Age
79
Users Demographics
57 62 67 64 80
71 83 77
66
43 38 33 36 20
29 17 23
34
Postal services(n=1466)
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insured mails
(n=115)
Expresscourier services
(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postal money orders
(n=250)
Rural
Urban
10 5 9 10 21
12 31
11 11 11
12 15 14
20 20
15
17 12
17 24 24 24
25 31
19
36
25
19 21 19 16
15 8
18 14
19
43 38 33 36 20
29 17 23
34
Postal services(n=1466)
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insured mails
(n=115)
Expresscourier services
(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postal money orders
(n=250)
Rural
<50K
50 - 200K
>200K
Bucharest
* Only for services used by at least 30 respondents
Residence
Location Size
80
17 17 18 19 19 19 13 25 22
13 15 16 15 24 26
18
28 18
15 16 10 10 7 4
2
6
7 10
13 11 16 10 16
10
12
8 9
17 12 9 4
3
4
7
10
13
9 13 12
5 13
8
8
11
12 7
8 7
5
7
8
3 9
11 6 12 12 25
12
37
11 14
Postal services(n=1466)
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insured mails
(n=115)
Expresscourier services
(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postal money orders
(n=250)
Bucharest-Ilfov
Central Region
North-West
West
South-West
South
South-East
North–East
21 20 15 12 15 13 10 7 21
40 40 38 37 33 36 37
33
37
8 7 9
8 6 0 7 8
7
26 27 32 34 35 38
39 38
29
5 6 6 9 10 12 7 13 7
Postal services(n=1466)
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insured mails(n=115)
Express courierservices(n=59)
Pay on delivery(n=216)
Confirmation ofdelivery(n=219)
Postal moneyorders
(n=250)
Post-university
Higher
education
Post high-school
High-school
Secondary
School
Users Demographics
* Only for services used by at least 30 respondents
Region
Education
81
26 28 35 36 41 46 38 42
32
25 23 23 20
22 12 26 19 22
1 1 1 2
2 2
27 23 20 25
23
16 16 25
24
7 8
10 5 4
22 13 4 4
13 17 11 13 8 3 7 11 16
Postal services(n=1466)
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insured mails
(n=115)
Expresscourierservices(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postal money orders
(n=250)
Does not work
Student
Retired person
Farmer
Worker/ Employeewith mediumeducationManager/Employee withhigh education
20 20 16 18 10 1
11 19 19
23 22 21 24
17 22
17 20 26
15 12 18 14
15 14
20
18 13
13 13 16 18 27
30 23
24 15
1 1
1 1 2 1 1
29 33 28 25 30 32 29
18 26
Postal services(n=1466)
Letter mails(n=714)
Parcels(n=533)
Registeredmails
(n=420)
Insured mails
(n=115)
Expresscourier services
(n=59)
Payon delivery(n=216)
Confirmationof delivery(n=219)
Postal money orders
(n=250)
Does not
declare
≥8001 RON
3001-8000 RON
2001-3000 RON
1001-2000 RON
≤1000 RON
Users Demographics
* Only for services used by at least 30 respondents
Occupation
Household Income
2077 2039 2336 2270 2812 3118 2607 2363 2086
Average household income
82
Appendix
The questionnaire:
The detailed structure of the sample (absolute values, unweighted):
Age Groups Number of
Interviews
16-24 years 203
25-34 years 307
35-44 years 283
45-54 years 258
55-64 years 237
65+ 178
Total 1466
Gender Number of Interviews
Men 605
Women 861
Total 1466
Residence Number of Interviews
Urban 849
Rural 617
Total 1466
Location Size Number of Interviews
Bucharest 155
Large cities (>200K pop) 154
Medium cities (50K-200K pop) 299
Small cities (<50K pop) 241
Rural 617
Total 1466
83
Appendix The detailed structure of the sample (absolute values, unweighted):
Region Number of Interviews
North - East 248
South - East 189
South 202
South - West 153
West 190
North - West 183
Central Region 126
Bucharest-Ilfov 175
Total 1466
Educational attainment Number of Interviews
High-school 587
Post high-school 116
Higher education 393
Post-university 79
Total 1466
Household Income (RON) Number of Interviews
1000 or less 278
1001-2000 335
2001-3000 214
3001-4000 94
4001-6000 85
6001-8000 19
8001 + 12
Does not declare 429
Total 1466
Occupation Number of Interviews
Manager/ Employee with high education 404
Worker/ Employee with medium education 376
Farmer 20
Retired person 334
Student 115
Does not work 215
Does not answer 2
Total 1466