The TSL services market in Poland: analysis and growth prospects – part 3

Customer service methods remain a significant factor in the selection process. Respondents evaluated both drivers and other personnel (sales representatives, customer service staff, and sometimes dispatchers) who maintain direct (including telephone) contact with them. The ratings below clearly show that expectations for other staff are generally higher than for drivers, with the exception of appearance. The way drivers dress, including a uniform, clean, and properly labeled outfit, is also an important element in building a company’s image. Only courier companies can boast high achievements in this regard. However, in every group, the greatest importance was attached to competence and professionalism, as well as the way complaints are handled. The approach to complaints and the speed of response to them remains one of the critical factors in evaluating the efficiency of sales representatives and drivers. Clients working with companies that have established standards (often similar) choose those that are able to notify them more quickly about any damage or other irregularities occurring in the shipment. This often allows for the avoidance of additional costs associated, for example, with delivery delays. In this case, e.g., a warehouse can notify its carriers to provide vehicles at a later time than the contract would imply. In this way, “idle costs” associated with vehicles waiting longer than expected for loading are avoided. In the case of sales representatives, availability was also mentioned as an important element of their evaluation. Furthermore, other studies show that, in general, a company expects at least one visit per month from its assigned salesperson to discuss ongoing cooperation and possibilities for further collaboration.

The research results in a comparative layout are presented in charts 7 and 8.

Based on the research, it can be concluded that companies are increasingly paying attention to all factors related to company credibility: both financial and the credibility of the management staff. Companies with a transparent way of operating display information about the professional career and experience of the management on their websites, as well as financial information. They also publish them in the press. The company’s time on the market also plays a significant role in building its credibility, which is shown in chart 9.

It can be considered that the quality of the fleet used by TSL companies has improved, both in terms of cleanliness and adaptation to needs. However, adaptation to needs remains the most important criterion for evaluating a company in this area. It often happens that the provided fleet has an improperly selected cargo area or, for example, does not have a lift that enables proper loading of goods. On the other hand, the client is not always able to determine what vehicle and what load capacity will be needed, because their clients, for example, have increased and/or changed their order, and they did not inform their partner – the TSL operator – about this fact!