market research report money transfer 5.0 1. products and service categories speed post...
TRANSCRIPT
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Market Research report
Money Transfer
5.0
2
Products and service categories
Speed Post International Parcel Post Express Parcel Post Postal Life Insurance Post Office Savings Bank Money Transfer Business Mail
5.0
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Money Transfer
5.0
Business Success
Loyalty Perception & Attitudes
Transactions & Experiences
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Customer satisfaction framework Loyalty
BehaviouralAttitudinal
PerceptionOverall experienceFees chargedValueFast and reliableWide networkSafe
5.0
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Customer experiances
Overall procedure and documentation Time taken Tracking Post office Post office staff Complaint handling
5.0
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Customer satisfaction Index Overall 62
North -72 East - 57 West - 62 south - 56
CSI for each Type of service All - 62 EMO - 61 International – 70 iMO- 64 MO Videsh - 635.0
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Overall perception
5.0
All North East West South
Quality 52 61 46 47 50
Value 50 61 34 51 50
Price 91 93 81 92 96
85.0
Quality of service
All North East West South
Time taken
52 69 39 47 46
Tracking 53 - - 63 41
PO experience
53 70 43 48 45
Staff 46 61 38 44 36
Complaint handling
19 19 19 19 19
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Index determining customer loyalty
Time taken for remittance - 33% Post office staff - 32% Procedure & documentation - 27% Post office - 8%
5.0
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Expectations of customers
5.0
Procedure- reduce time for transaction Staff – helpful, responsive, knowledge,
politeness Post office – availability of forms,
cleanliness, Q management, adequate staff, timings, ease of procedures,
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Reasons for using MO
Delivers at home 26%
Safe and reliable 47%
Easy process 28%
Cheap service 21%
Speedy service 15%
Receiver don’t have bank account
12%
Others 4%5.0
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Reasons for using Banks transfers
Can send high amount 34%
Transfer 34%
Speed 32%
Safe 13%
Easy process 16%
Other 55
5.0
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Recommendations
5.0
Training - Soft skills Technical knowledge Educate and guide customers as base population is
from socio- economic section Time lines for remittance Create awareness of amount that can be sent Acknowledgements for iMO SMS Convenient timings