MCA Market Research Postal Services - Business Bulk Mail Results 26 - - PowerPoint PPT Presentation

MCA Market Research

Postal Services - Business Bulk Mail Results

26th June 2019

DOCUMENT NAME

Slide 1

Fieldwork

• 40 face-to-face interviews

lasting around 30 minutes

• Survey respondents were

chosen randomly from a number of business directories

• Respondents were all

somehow responsible for the mail handling of the company

Sample

• Sample encompasses

businesses making use of MaltaPost’s bulk mail service to send addressed letter mail

• Bulk mailers reporting a

minimum of 750 addressed letters in a year using the service formed part of the sample

Responses

• A total of 40 organisations

using MaltaPost’s bulk mail service interviewed.

EMCS Ltd carried out the survey between November 2018 and January 2019 on behalf of the MCA

Purpose and Methodology

DOCUMENT NAME

Slide 2

Changes in Bulk Mail

Changes in the Number of Bulk Mail Letters Sent

Number of Respondents: 40 (2019) / 40 (2017) / 40 (2014)

The majority of respondents (55%) claimed that the number of addressed letters sent by the

• rganisation in the last 12 months remained the same.

25% 20% 55% 8% 73% 20% 35% 40% 18% 8% INCREASED DECREASED REMAINED THE SAME DON'T KNOW

2019 2017 2014

DOCUMENT NAME

Slide 3

Changes in Bulk Mail

Reasons for Increasing Use of Bulk Mail

Number of Respondents: 10

All businesses answering in the ‘other’ category cite business growth reasons, such as more clients, new establishments, and large inflows of correspondence, as the main reasons for increase.

20% 40% 50% MARKETING CAMPAIGNS PRINTED BILLS OTHER

2019

DOCUMENT NAME

Slide 4

Changes In Bulk Mail

Reasons for Decreasing Use of Bulk Mail

Number of Respondents: 8. Multiple responses were allowed.

Technology appears to be playing a direct role in influencing bulk mail, particularly online platforms.

1 2 2 1 4 6 USE OF VOICE COMMUNICATIONS MESSAGING SERVICES USAGE OF SOCIAL MEDIA OTHER USAGE OF ONLINE PLATFORMS USE OF EMAIL

2019

DOCUMENT NAME

Slide 5

Using Bulk Mail Service

Initiating the Bulk Mail Service

Number of Respondents: 40

Organisations were asked how they tend to start the process of sending bulk mail. The majority (65%) drop the mail items off at MaltaPost’s Head Office themselves.

65% 18% 10% 10% DROP OFF MAIL AT MALTAPOST HEAD OFFICE MAIL COLLECTED FROM PREMISES BY MALTAPOST IT DEPENDS (BOTH DROP- OFF OR COLLECTION) LOCAL POST OFFICE

2019

DOCUMENT NAME

Slide 6

Using Bulk Mail Service

Frequency of Use of the Bulk Mail Service

Number of Respondents: 40

The majority of respondents (58%) make use of bulk mail weekly or daily.

20% 38% 10% 8% 2% 15% 5% 3% 20% 38% 5% 5% 5% 5% 13% 10% 25% 33% 3% 23% 3% 5% 10% DAILY WEEKLY BI-WEEKLY MONTHLY EVERY 2 MONTHS EVERY 3 MONTHS EVERY 4 TO 6 MONTHS ONCE A YEAR

2019 2017 2014

DOCUMENT NAME

Slide 7

Annual Volumes

Average Number of Bulk Mail Items Sent Per Year

Number of Respondents: 40 (2019), 40 (2017), 40 (2014)

The results are largely comparable to prior years, however a large drop is observed in the 100,000 to 500,000 range from 2017 and 2019 levels.

8% 13% 38% 30% 3% 8% 3% 5% 36% 31% 21% 5% 3% 5% 25% 44% 12% 7% 5% DO NOT KNOW UNDER 1,000 BETWEEN 1,000 AND 10,000 BETWEEN 10,001 AND 100,000 BETWEEN 100,001 AND 500,000 BETWEEN 500,001 AND 1 MILLION BETWEEN OVER 1 MILLION AND 5 MILLION

2019 2017 2014

DOCUMENT NAME

Slide 8

Annual Expenditure

Average Yearly Expenditure on Bulk Mail

Number of Respondents: 40 (2019). All values are in Euros.

25% of the organisations surveyed claim to spend between 1,000 to 5,000 euros on Bulk Mail and another 30% claim to spend between 5,000 euros to 25,000 euros.

15% 13% 25% 15% 15% 5% 5% 8% 0-500 500 - 1K 1K-5K 5K - 10K 10K-25K 25K - 50K 50K - 100K 100K - 500K

2019

DOCUMENT NAME

Slide 9

Postcodes

Use of Postcodes

Number of Respondents: 40 (2019), 40 (other years)

48% of bulk mailers always use the postcode when sending mail; 13% claim that they do not or rarely use the postcode.

48% 40% 13% 63% 31% 8% 53% 35% 13% YES, ALWAYS YES, SOMETIMES NO OR RARELY

2019 2017 2014

DOCUMENT NAME

Slide 10

Expected Future Use

Intention to Use MaltaPost Bulk Mail Service in The Next 12 Months

Number of Respondents: 40 (2019)

Only 2 bulk-mailers out of the 40 interviewed say that they plan to stop using MaltaPost’s Bulk Mail Service over the next 12 months

95% 5% Yes No

DOCUMENT NAME

Slide 11

Expected Future Use

Expected Future Usage of MaltaPost’s Bulk Mail Service Over the Next 12 Months

Number of Respondents: 40 (2019)

58% of organisations interviewed expect usage of the bulk mail service to remain the same, while 18% expect the use of Bulk Mail services to decrease.

58% 20% 18% Remain the Same Increase Decrease

DOCUMENT NAME

Slide 12

Lead-Times

Acceptable Lead-Time From Posting to Delivery

Number of Respondents: 40 (2019), 40 (2017), 40 (2014)

Preferences for acceptable lead times have not changed drastically since 2017.

55% 38% 8% 0% 65% 30% 3% 3% 58% 33% 5% 3% NEXT DAY 2 DAYS 3 DAYS 5 DAYS

2019 2017 2014

DOCUMENT NAME

Slide 13

Lead-Times

Preference for Deferred Service for Cheaper Prices

Number of Respondents: 40 (2019), 40 (2017), 40 (2014)

More bulk mailers would consider having deferred delivery by 3 days for cheaper prices.

40% 35% 25% 0% 23% 33% 33% 13% 37% 53% 10% YES NO DEPENDS ON URGENCY DON'T KNOW

2019 2017 2014

DOCUMENT NAME

Slide 14

Price Reasonableness

Reasonableness of Bulk Mail Price

Number of Respondents: 40 (2019), 40 (2017), 40 (2014)

48% of bulk mailers are satisfied with the prices of bulk mail.

3% 10% 40% 45% 3% 5% 10% 55% 20% 10% 10% 10% 43% 28% 10% NOT AT ALL REASONABLE UNREASONABLE NEUTRAL REASONABLE VERY REASONABLE

2019 2017 2014

DOCUMENT NAME

Slide 15

Alternatives to Bulk Mail

Alternatives If Bulk Mail Prices Increase

Number of Respondents: 40 (2019), 40 (2017). Multiple responses were allowed.

When asked which alternatives would be considered if bulk mail prices increased by 5-10%, 55% (an increase from 28% in 2017) said that they would not consider non-postal alternatives.

38% 5% 8% 28% 55% 3% 53% 18% 28% 3% 23% 13% EMAIL TEL/MOB MESSAGING ONLINE PLATFORMS NO OTHER WEBSITE DON'T KNOW

2019 2017

DOCUMENT NAME

Slide 16

Comparison of 5-day and 6-day Week

Acceptability of 5 Day Week Instead of 6 Day Week

Number of Respondents: 40 (2019)

Only 18% would find a 5 day week over a 6 day week to be a major inconvenience

33% 30% 20% 18%

Acceptable Inconvenient but Workable A Minor Inconvenience A Major inconvenience

Would Price Increases to Maintain a 6- Day Delivery be Reasonable?

Number of Respondents: 27 (2019)

Most of the respondents are not willing to pay more for 6 day bulk mail service

11% 89%

Yes No

DOCUMENT NAME

Slide 17

MaltaPost's Quality of Service

Overall Quality of MaltaPost Postal Services

Number of Respondents: 40 (2019), 40 (2017), 40 (2014). 1= Not at all satisfied, 2= Unsatisfied 3= Neutral 4 = Satisfied 5 = Very Satisfied

Most respondents (81%) are satisfied or very satisfied with the overall quality of postal services.

3% 8% 10% 68% 13% 0% 3% 23% 60% 15% 1 2 3 4 5

2019 2017

DOCUMENT NAME

Slide 18

MaltaPost’s Quality of Service

Formal Complaints made with MaltaPost (2019 survey)

Number of Respondents: 40 (2019)

93% of bulk mailers surveyed have not made a complaint in the 12 months preceding the survey.

7% 93%

Yes, Multiple Times No

DOCUMENT NAME

Slide 19

Main Highlights (1/3)

• 48% of bulk mailers claim to be satisfied with the prices of the bulk mail

service.

• 55% of bulk mailers are unwilling to switch to non-postal alternatives

should the price increase by 5-10%, an increase from the 28% reported in 2017.

• Most of the respondents (83%) find no major issues should MaltaPost

deliver bulk mail 5 days a week, instead of 6, as it is today.

• 81% of respondents report being satisfied or very satisfied with the overall

service provided by MaltaPost.

DOCUMENT NAME

Slide 20

Main Highlights (2/3)

• The bulk of the organisations who experienced an increase in addressed letters

stated that the reason behind this shift is due to increased business activities, including increased customers, memberships and registrations.

• Respondents who have claimed to be anticipating a decrease in the use of the

bulk mail service have attributed email communication as a prime alternative to bulk mail followed by online platforms, social media and messaging services / voice communications.

• The majority (65%) of organisations claimed that they deposit bulk mail at

MaltaPost’s head office.

• The majority of the respondents (>50%) make use of the bulk mail service on a

regular basis.

DOCUMENT NAME

Slide 21

Main Highlights (3/3)

• With regard to the average estimated yearly volumes of letters sent through the

bulk mail service, the percentages in the range between 1000 and 100,000 letters were largely in line with the result of the 2017 survey. There was however, a drop

• f 18% from 2017 in the bracket between 100,001 and 500,000 letters sent.
• 48% of bulk mailers claim to always use the post-code whilst 13% never or rarely

use it.

• Out of 40 organisations interviewed, two companies claim that they will not use

the bulk mail service in the next 12 months.

• The amount of bulk mail sent by the organisations surveyed is not expected to

change over the next twelve months for 58% of the respondents.

DOCUMENT NAME

Slide 22

Thank you

T + 356 2133 6840 F + 356 2133 6846 E info@mca.org.mt W www.mca.org.mt Malta Communications Authority Valletta Waterfront, Pinto Wharf, Floriana, FRN 1913, Malta DOCUMENT NAME

Slide 23