A REPORT ON

MARKET RESEARCH FOR INDIA POST

A Summer Training Project Report

Submitted in Partial Fulfilment of the requirements for the
Award of Degree of MBA (Marketing)
2015-2017

MEMO OF TRANSMITTAL
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To:

Subject: A report on Marketing Strategy of India Post.

Dear Sir,

This document is submitted in partial fulfilment of my Summer Internship and contains my

analysis report on Marketing Strategy of India Post as my official submission towards the
Summer Internship.

Yours sincerely

ACKNOWLEDGEMENT

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Its a great pleasure for me to present this report on Marketing Strategy for India Post for
the partial fulfilment of MBA course at Indian Institute of Management, Sambalpur.
I would like to take this opportunity to thank the organizations management for allowing me
to undertake a project in an organization of national repute.
I owe a deep gratitude to Mr. Navdeep Yadav(Inspector) and Mr. M.K. Shrivas (Assistant
director) for his help and kind co-operation throughout the assigned project.
My special thanks to Mrs. Preeti Agarwal (Director of Postal Services) for her unmitigated
support, meticulous reviews, in depth inquiries and advice on the work.
I am also thankful to Mr. Katoth, Mr. Parikh , Mrs. Rajshree Gowande, Mr. Narendra,
Mr. Ravi Sharma and all employees of Department of Post for helping me towards
completion of this report with their time to time valuable feedback, assistance and advices.
Thanks are due to Mr. Amrut phalguni Mohanty, officer, PGP, IIM Sambalpur for his
valuable support and inspiration and deep sense of gratitude for all the Faculty members of
IIM sambalpur for providing immense learning during the our program, which helped me a
lot in completing this project.
I express my deep sense of gratitude to all the respondents who participated in the survey of
the study and spared their valuable time to provide the requested responses.
I sincerely hope that this report will help the organization and serve as guide to those using
this report.

CONTENTS
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INDIAN POST................................................................................................................... 5
OBJECTIVES...................................................................................................................... 7
METHODOLOGY............................................................................................................... 8
PRESENT SITUATION OF INDIA POST...........................................................................9
ORAGANIZATION STRUCTURE OF INDIA POST..........................................................10
MARKET PRESENCE AND COMPETITIOR ANALYSIS OF INDIA POST.......................11
ISSUES IN INDIA POST.................................................................................................. 15
RECOMMENDED MARKETING STRATEGY AND OTHER SUGGESTIONS....................16
BCG MATRIX............................................................................................................... 16
MARKETING STRATEGY.............................................................................................17
OTHER SUGGESTIONS............................................................................................... 17
MARKET POTENTIAL..................................................................................................... 19
Abstract...................................................................................................................... 19
Objectives................................................................................................................... 20
Introduction............................................................................................................... 20
Scope of the Research:............................................................................................20
Calculation of Market Potential..............................................................................21
Overall Research Process........................................................................................22
Data Analysis and Interpretation...........................................................................23
CUSTOMER BASE, INDORE...........................................................................................34
REFRENCES.................................................................................................................... 35

INDIAN POST
The department of post, trading as India post is a government operated
postal systems in India. Generally referred to within India as The post
office, it is the most widely distributed postal system in the world. The
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postal service is under the department of posts, which is part of the

ministry of communications and information technology of the
government of India.
The country has been divided into 22 postal circles, each circle headed by
a chief postmaster general. Each circle is divided into regions, headed by
a postmaster general and comprising field units known as divisions. These
divisions are further divided into subdivisions. In addition to the 22 circles,
there is a base circle to provide postal services to the armed forces of
India headed by a director general. The highest post office in the world is
in hikkim, himachal Pradesh operated by Indian post at a height of 4700m.
Services provided by India Post:
The department of post has introduced a number of business products
and services like Speed Post, e-bill Post, Parcel, Business Parcel, Business
Post, Bill Mail, e-Post, Direct post, Logistics Post, Retail Post etc.
SPEED POST: Speed post is premium express mail service from India
post. It offers a time bound and assured delivery service for letters,
documents and parcels up to 35kgs. In weight.
Speed post is a market leader in the express market; and has been
steadily growing at an impressive rate.
EXPRESS PARCEL: India Post Express Parcel service is available for both
retailers and business customers that offers fast delivery products/parcels
through air mail or any other fastest means available. It provides Door-todoor service with door delivery irrespective of parcel weight. In addition
India post offers cash on delivery for the express parcel service with
maximum consignment value up to Rs.50000. mail advantage of this
service is that parcels booked under the services will be delivered at most
in 72 hours.
LOGISTICS POST: Offers customer a range of integrated logistics and
fulfilment services that can be tailor-made to suit the requirements of the
customers. Logistics post is an ideal service for sending large
consignments
including
multi-parcels,
just-in-time,
bulk-break
consignments and goods of any weight. Under logistics post, one can send
small consignments, Prat truck loads (PTL) and full truck loads (FTL) while
parcel post offers maximum up to 35kgs, in respect of logistic post, and
there is no limit.

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BUSINESS POST: For most of the business, preparing letters and

documents for mailing and mailing are an essential but non creative
activity. They can outsource these activities to expert organisations. India
post are the best available expert in this area and are most strategically
placed to be seamlessly the pre-mailing activities with their mail handling
and delivery operations. This unique ability offers the india post
customers the best value and aped for their pre-mailing and mailing
needs.
Pre-mailing needs may include like collection from premises, folding
before insertion, franking, insertion, pasting pre gummed computerized
address labels, special handling charges, addressing, sealing etc.
RETAIL POST: post offices are being developed as a one stop shop to
provide a range of utility services to the customers providing convenience
and affordability at their door steps. With the introduction of retail post,
India post is leveraging the vast network of post offices across the
country.
BILL MAIL SERVICES: Bill mail services was introduced with effect from
15th September, 2003 to provide a cost effective solution for mailing of
periodic communications in the nature of financial statements, bills,
monthly account bills or other items of similar nature, which may be
posted by service providers to their customers.
DIRECT POST: It can be defined as printed matter usually carrying a
sales message or announcements designed to elicit a response from a
carefully selected customer or business market and also it is the most
potent medium for direct advertising.
ePOST: It is unregistered hybrid mail that provide electronic transmission
of messages, scanned images, pictures etc. and their delivery in hard
copies at destination through postman/delivery staff. Presently ePost
facility is available in 13000/- approx.

These are the few main services provided by India Post others may
include Print to post, Post Cards, Business parcel etc.

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OBJECTIVES
The Key objectives of this internship are:

To get familiarize with the postal system of the country.

To create awareness about the IT modernization project and the role of India Post in
ecommerce.
To develop marketing strategy for business development.

To attain these objectives we followed a schedule as follows:

S.no.
1.

2.

3.
4.

Topic
Familiarization with postal system, IT
modernization project, BD and Traditional
Products of Department of posts.
Study of Market potential of BD/Traditional
/PLI/RPLI products in both urban as well as
Rural areas.
Preparing of database of customers of BD
Product, traditional product, PL, RPLI
Direct Marketing with potential customers

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Duration
02 Days

30 Days

15 Days
13 Days

METHODOLOGY
Both qualitative and quantitative research approaches were adopted in this study to know
what are the issues that India post need to sort out as early as possible to regain it monopoly.
Qualitative research refers both to a class of research technique as well as methodology for
recording information. The strength of qualitative research is its ability to provide complex
textual descriptions of how people experience a given research issue. It provides information
about the human side of an issue- that is, the often contradictory behaviours, beliefs,
opinions, emotions and relationships/of individuals. Qualitative methods are also effective in
identifying intangible factors, such as social norms, socioeconomic status, gender, roles, and
ethnicity. When used along with quantitative methods, qualitative research can help us to
interpret and better understand the complex reality of given substitution and the implications
of quantitative data.
A quantitative research is a formal, objective, systematic process which helps in describing
variable, examining relationship among variables and determining cause effect interactions
between variables.
Convenience sampling technique has been used to various employees of India post,
customers of India post and competitor of India post. Convenience sampling is type of nonprobability sampling design which refers to the collection of information from members of
population who are conveniently available and is most often used during the exploratory
phase of research.
In depth interviews have also been conducted with sample participants to explore their
perspective on a particular idea or situation.

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PRESENT SITUATION OF INDIA POST

Postal services includes three broad areas of activity i.e. retailing postal products and
services, Transmission of postal articles and delivery of postal articles. India has vast postal
network in world. At the time of independence, there were 23,344 post offices in country,
most of them were in urban areas and some larger villages. The number of post offices
currently are 1, 54,979 of which 1, 39,182 post offices are in rural areas. On an average, a
post office serves an area of 21.26 sq. kilometres and a population of 5682 in rural and
20,346 in urban areas.
The department of posts, because of its wide network all over the country, is utilised by many
departments of the central governments and state government to perform several function on
their behalf.

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ORAGANIZATION STRUCTURE OF INDIA

POST
To manage such a huge organization, Indian post has a secretory to the Government of India,
who is also assigned a post of Director General of the department and chairman of the postal
service board. This board has three members, one each in charge of operations, Development
and Personnel. Below this Postal service board there are twenty two circles, each headed by a
Chief postmaster General. Each circle is further divided into regions comprising field field
units called Divisions (Postal/ RMS Divisions). Each region is headed by Post master
General. In the circles and regions there are many functional unit like circle stamp depots,
Postal Stores Depots and mail motor services etc. Beside these twenty two circles there is one
more circle said to be Base circle to cater postal communication needs of the armed forces.

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MARKET PRESENCE AND COMPETITIOR

ANALYSIS OF INDIA POST
India post network of post offices in India is incomparable. None of the private
courier or logistics firms can even come close. Through India posts extensive
network Amazon India is able to service over 19000 pins-codes through 140000 post
offices across 35 states and union territories of India.

But in local areas local courier companies are using BARTER system which can kill
the advantage of huge network of India post.
BARTER SYSTEM: Exchange of services and goods for other services.
Main competitor of India post in Indore are:

Bluedart

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Aramex
fedEx
DHL
Madhur couriers
Ecom Express

NO. OF OFFICES
FEDEX; 1%
INDIA POST; 45%

other; 8%
BLUE DART; 4%

MADHUR COURIER SERVICE; 25%

DTDC; 8%

OVERNITE; 2% FIRST FLIGHT; 4%

DHL; 2%
TRACK ON COURIER; 3%

MARKET
PRESENCE COMPANIES:

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In Indore India post clearly dominates in terms of network only competitor which can
be compared is Madhur couriers others have scattered offices.

COMPARISION OF RATES AND DIFFERENT SERVICES OF INDIAN POST WITH

OTHER COURIER SERVICES:

INDIA POST:

Serviceable pin codes in

India:

25000

Shipping rates (Domestic):

Charges start @ Rs. 30 per

500 gms

Cash on Delivery:

Yes

Tracking:

Yes

International Courier Facility:

Yes

International Shipping charges are Rs. 675 onwards per 500 gms.

Ecom Express:

Serviceable pin codes in

India:

1500

Shipping rates (Domestic):

Charges start @ Rs. 22 per

500 gms

Cash on Delivery:

Yes

Tracking:

Yes

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International Courier Facility:

No

Bluedart:

Serviceable pin
codes in India:

4,000

Shipping rates
(Domestic):

Charges start @ Rs 30
per 500 gms

Cash on Delivery:

Yes

Tracking:

Yes

International Courier
Facility:

No

DHL:

Shipping rates
(International):

Charges start @ Rs 600per

500 gms

Cash on Delivery:

Yes

Tracking:

Yes

International Courier Facility:

Yes

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FedEx:

Shipping rates
(International):

Charges start @ Rs 535per

500 gms

Tracking:

Yes

International Courier Facility:

Yes

Aramex:

Serviceable pin codes in

India:

2872

Shipping rates(Domestic):

Charges start @ Rs 21per

500 gms

Cash on Delivery:

Yes

Tracking:

Yes

International Courier Facility:

Yes

Integration with Ship rocket:

Yes

Shipping rates (International)

Charges start @ Rs 260 per

500 gms

Cash on Delivery:

Yes

Tracking:

Yes

International Courier Facility:

Yes

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From this analysis we can see that India post have higher rates as compared to other private
players which is a major issue of concern.

ISSUES IN INDIA POST

After conducting surveys and various depth interviews of India post employees and
customers we got few insights that what are the actual factors that are pulling India post back
as compared to other players of the same industry.

Due to slow adaptation of technology and old staff norms, manpower costs
increased exponentially.
Postal services in India is acquiring a business character, lots of competitors are
there in market with deep pockets. India post have lost its monopoly so they have to
face competition from their rivals.
Challenge of the courier in the premium product and service sections of the market
have been limited by the government culture of slow response instead of quick and
smart business decisions.
They continue to own and operate a huge number of auxiliary logistic service even
though outsourcing them would be a cheaper option.
There are many post offices in rural as well as urban areas, which are defunct and
do not cater any customers at all there by increasing the fixed cost of India post.
Newly employed Rail mail sorting system is time consuming as well as utilizing
much more manpower as required.
For Pick up services no proper transportation mode is there, Number of vehicles
required are inappropriate.
For services like Cash on delivery (COD) postman needs to be skilled and educated
so as to handle customer well, but they lacks this attribute. We can say that mean is
not ready but the service is introduced.
Discounting Issue: No power to the staff to provide discounts who are directly
involved with bulk customers so communication time may lead to loss of customers.
No dedicated team for marketing postal services and customer acquisition which is
the need of hour.
Limit of Rs 40,000 is quite high for business parcel.
Feedback system is not properly designed it should be both ways from lower staff to
upper staff and upper to lower so as to have better administration.

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RECOMMENDED MARKETING STRATEGY AND

OTHER SUGGESTIONS
After analysing the competitors and customers of India post in Indore we have devised a
following strategy:

BCG MATRIX:

It can be defined as growth-share matrix developed by Bruce D.

Henderson for the Boston consulting group in 1970 to help corporations to analyse their
business units, which is their products.

RELATIVE MARKET
SHARE

High
Low

MARKET GROWTH RATE

High

Low

STARS

QUESTION MARK

e-commerce

Insurance, Banking services

COW

DOG

Speed Post and parcel

Post cards and other obsolete

products

With the help of this matrix we can clearly state that India post is required to concentrate on
e-commerce as with investment in it can lead to high growth rate as well as bigger market
share.

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And to invest in ecommerce they need to utilize their cash cow i.e. speed post to the fullest
they need to have proper infrastructure so as to ensure the functioning of all the services
related to speed post.

MARKETING STRATEGY:
To survive in such competitive world India post is required to have Hybrid approach. They
have the widest network advantage they just need to have some upgrades according to the
type of customers they catering in a particular area for e.g. If in particular pin code amount of
bulk customers are more then set up bulk customers counter separately, similarly if speed
post traffic is high then increase the number of booking counter for speed post for that area.
Basically India post need not to excel in all of its services rather if they focus in what they
can do well area wise then it can do wonders for them.
Quality Across locations: There should be no inconsistency in services, All post offices
should be maintained well and customers should be treated well for e.g. if a customer from
rajmohalla want to go for bulk customers and rajmohalla pot office doesnt register bulk
customer so he will be required to go to GPO and while going to GPO if he finds any other
courier service provider then this can contribute to loss of potential customers of India post.
Creating Awareness: Awareness is must amongst India post customers as according to a
survey conducted by us we got to know that customers dont even know what other services
India post can provide other than speed post, parcel. So one simple solution is to put up
boards showcasing all the facilities provided by India post with their price and other relevant
information.
Competitive Analysis: India post need to find out who are their core competitors what is their
strategy, pricing and act accordingly.

OTHER SUGGESTIONS:

Need to carry out massive technology upgradation and calibration of tariff is required
which can be done with the help of price sensitivity analysis.
India post should remove the governmental control for its policies and pricing and
should become autonomous operationally and financially.

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The financial powers which were given to India post under the delegation of
financial power need to be revised and should be given more powers as currently they
are inadequate.
Determining postal tariffs needs to be distanced from the government and
autonomous commission needs to be created.
Mail motor services had quite high transporters cost so need is to outsource where
relative cost is high.
There are many one man and two man post offices which are not catering masses and
are close to each other, we can merge them onto one which will decrease financial
burden without diluting access to the are served.
Rs 40,000 limit should be removed for bulk customers.
Training and development sessions needs to be arranged for postman so that they
can handle high profile customers more efficiently.
Field workers are required under senior staff, like in Indore region under Mr. katoth
sir there should be team who will use his contacts and go out for field work.
Different-different forces are required for pickup and delivery purpose to make the
process fast and efficient and avoid dispatch and delivery time mismatch.
Within a particular limit discounting power should be given to staff who is directly
involved with bulk customers.

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MARKET POTENTIAL

Abstract: The report is all about STUDY OF MARKET POTENTIAL FOR

CEP BUSINESS IN INDORE CITY and also to know about the various
aspect of CEP business in Indore city such as customer perception and
their attitudes towards their current service provider, satisfaction level of
customer after taken from their respective courier service provider. In this
study we have taken the feedback of customer, employees engaged in
courier service sector, and owner or head of courier service provider. To
study the objective of market potential factors such as customer needs
and categorise it into retail and bulk customer needs, Major Player in
courier business and Customer Relationship Management (CRM) status
was considered.

Market Survey was conducted for evaluating the market position of

courier sector players and user of courier services mainly retail and bulk
customers which are located in Indore region.

From the conducted market survey it is clear that BLUE DART-DHL,

FEDEX, FIRST FLIGHT, DTDC AND INDIA POST are the major dominating
players of courier Industry. And other local player such as Madhur courier
and Angadia was also contributed to courier business which are located
in INDORE city.Providers,they are providing services like domestic priority
1030, domestic priority 1200, critical express, speed post , registered
post, express parcel, COD (cash on delivery) facility for their customers.
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Most of the courier service provider provides much customised product.

Market players of courier services focused on speed, scheduled
delivery,reliability,reachability,pricing mechanism and strategy tactics
flexible and ready to give heavy discount for bulk customer, delivering
good service online and offline. Most of the players of courier business
struggle with INDIAN POSTAL ACT SYSTEM, absence of pan India coverage
and also underdeveloped infrastructure, support to speedy delivery of
articles.

Objectives:
1. To study the market potential of Courier services.
2. To find out the customer satisfaction level with their existing courier
service provider.
3. To find out the Market share of Companies Using Different courier
service provider.

Introduction:
In the research which was based on the study report on market potential
of courier business. The purpose of research here is to evaluate the
potential of the courier business in Indore region. What are the
customised needs and expectations of customer (retail and bulk) using
courier of existing courier service provider. What is customer review on
given services etc..? The target customers were mainly B2B and
B2C.The title of the present report itself explains the scope and area of
study. The major target is on courier industry in Indore city.

Scope of the Research:

Geographical Research The research was conducted to within Indore city

only. The Major areas of Indore city covered were:Bhawarkua,chhoti
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Gwaltoli ,Gangwal bus stand(Dhar road) ,Old Palasia and New Palasia,
South Tukoganj,Vijay Nagar,Geeta Bhawan,Rajwada,Dawa Bazaar,Kothari
Market.The time allocated for the research was 45 days and the primary
data was collected for the month April-May 2016.

Courier Industry Overview In the present time courier services importance

increases due to all round development of economic sectors specifically
services sectors of India. Every customer want to fast access their articles
and they expect same from their respective courier service provider.
Courier service provider has taken the help of IT infrastructure in order to
fill the gap of communication between customer and their articles by
track on facility, calculated time bound delivery, Updated their customer
time to time by SMS services etc. Finally, Courier business is very
Unstructured,Competitive,Price Sensitive, heavily rely on economic
situations (crude oil prices ,economic stability of region) and Natural
factors (weather, traffic in road, rail, air routes).

Calculation of Market Potential:

Market Potential = no. of Potential buyers *quantity Purchased
*Price of one unit
Population of Indore 327669 as per Indore Municipal Corporation
Assumption: Indore being a Smart City and there are more educated
citizens. We assume that here is normal family size of 4-5 members.
If we strictly assume average size of family is 4 and Assuming at least 1
member of family using Courier Services (speed post under 0.5 gms
document delivery),
Age group 25-30
Potential buyers: 81917.25 (=approx. 82000)
As per our Survey Finding

Category

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No. of

Quantity

Price of One

Market

Potential
Buyers

Purchased

Unit (in Rs)

Potential (in
Rs)

Monthly (20%)

16400

12

35

6888000

Quarterly (52%)

42640

35

5969600

Half-Yearly (12%)

9840

35

688800

13120

35

459200

Yearly (16%)

82000

14005600

Market Potential for speed post and other service up to 1.40 crore approx.
in Indore city

Overall Research Process:

We have conducted this study using the following structure:

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Research Methodology:
Type: Qualitative and Quantitative
Sample Unit: Branches business heads of Domestic and International
players, Employees engaged in courier service and Customers.
Sample Size: 50
Sampling Method: Simple Random Sampling

Sources and Methods of Data Collection:

a)
Primary Data :- Survey, Questionnaire, Interview
b)
Secondary Data :- Published Research papers, News Articles,
Marketing Books
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Data Analysis and Interpretation

Courier Service Provider

Company

No. of
Respondent

Blue DartDHL
15

DTDC

First
Flight

FedEx

India
Post

Other

12

Interpretation- From the above pie chart it is seen that maximum 30%
users use
Blue Dart-DHL Courier services while 20% users use India Post

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Company

Blue DartDHL

DTDC

First
Flight

FedEx

India
Post

Other

Time (in
hrs)

24-36

24-36

24-48

24-30

48-96

24-72

Average
Time (in
hrs)

30

30

36

27

72

48

Delivery Time (in HOURS)

Interpretation- From the above Pie chart it is seen that maximum Delivery
time taken by India Post for Simple Document Courier and least Delivery time
taken by Blue Dart-DHL.

Note: FOR THE ABOVE TIME COMPARISON WE CONSIDERED

ASSUMPTIONS

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Assumption 1) we considered only document courier which delivered by

surface route.
2) We considered Origin City INDORE and Destination City
BHOPAL.
3) We considered their respective transit time calculator.
4) We find above Interpretation based on average delivery
time.
Frequency
No. of
Respondents

Monthly

Quarterly

10

Courier service usage Rate

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26

Half-Yearly
6

Yearly
8

Interpretation- From the above Pie Chart it is seen that half of the sample
size give 4 business opportunities to Courier Service Provider in a Year.
Note:Assumption: For every courier service provider there is a chance
of 4 business opportunities from retail/bulk customer in a year.

Number of Consignments: Delivered every day

Company

Blue Dart- DTDC

DHL

First
Flight

FedEx

India
Post

Other

No. of
Consignment
s for delivery

900-1200

400-600

700-800

500600

300-400

200-400

Average
Consignment
s delivered
every day

1050

500

750

350

300

550

Interpretation- From the above Pie chart it is seen that Maximum number
of consignments delivered by Blue Dart-DHL and India Post delivered
minimum number of consignments.

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NOTE:
1) Above data information was based on the information provided by
delivery boy and business heads of branch offices.
2) Number of consignments delivered each day from per branch of courier
players

Monthly billing by bulk customer (25 respondent out of sample

size : 50)
Amount (in
)

2000-4000

4000-6000

6000-8000

No. of
Respondent
s

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800010000
3

10000Above
1

Interpretation- From the given Pie Chart it is seen that Maximum no. of
bulk customer might be generate business opportunities in range of 40006000 on monthly basis.

Customer Satisfaction Rating

(Data collection Period: JULY 2015-JUNE 2016)

Companies

Total Complaints Total

Resolved

Total
Resolved in
%

Total
Comments

Blue Dart-DHL

1164

15

1.28

932

DTDC

2956

20

0.67

2482

First Flight

1472

17

1.15

2033

116

14

12.06

121

1812

22

1.21

6694

FedEx
India Post

Source: Indian Consumer Complaint Forum

Interpretation- From the table data it is seen that Maximum no. of

complaints resolved by FedEx and thereafter at second and third place Blue
Dart-DHL and India Post Respectively in Customer Satisfaction Rating

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OVERALL RANKING:
Companies

Blue DartDHL

DTDC

FedEx

First Flight

India post

On-time
Delivery

Offers
Safety

Door-toDoor
Services

Packaging
Services

Tracking
Services

Flexible
Price

Grand Total

10

23

14

21

22

Features

NOTE: a) In each category rank given from 1 to 5 for each courier service
provider.

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b) 1 is allocated for best rank and 5 is for last rank among the top
player of courier Market

c) These ranks is allocated on basis of customer feedback, Delivery

boy experience, Misbehave of courier employee with customer,
Indulged in malpractices or not, Time-bound, Commitment for
providing good and optimal priced services etc. so, many factors are
considered.

Interpretation- From the above table it is seen that Market leader of courier
Industry in Indore is Blue Dart-DHL in all modern features of courier services.
Due to this reason Customer give preference to private courier player as
compare to postal services.

PROBLEMS

Problems with
courier service
provider

YES

NO

TOTAL

No. of
Respondents

30

20

50

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Interpretation-From the above Pie chart it is seen that most of the

customer are not satisfied with their courier service provider.

Types of Problems
Problems

No. of
Respondent
s

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Delayed
Delivery
15

Area
Coverage
13

High Price

16

No Customer
Care
06

Interpretation- From the above Pie Chart it is seen that Maximum

Customer issue with High Price and Delayed Delivery

Future Prospects of Courier Business

Prospects
No. of Respondents

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YES

NO

37

13

Interpretation- From the above Pie chart It is seen that 74% of customers
are still belive in improvement of Courier Services.

7) Market Potential for Business

It is clear from the survey done, that customer are mostly preferred
Blue Dart-DHL,First Flight over Postal services mainly due to network,
time bound delivery.
There is a huge scope to tapping bulk customer of small and
medium enterprises.
Most of the customer (60%) are not satisfied with their courier
service Provider.
Due to E-commerce boom here is splendid chance for growth of
Courier Service Provider
After the full enablement of IT infrastructure, courier service
Provider challenges reduce to some extent.
If courier business getting skilled manpower than its service
improved a lot.
Growth Rate of this Industry is 25%
2200 crore size of consumer to consumer courier market (As per
Economic Times)
Opening of banking, Insurance, Retail, Aviation & Telecom sectors &
their Penetration to Smaller Cities would be the major Growth Driver of
Courier Business.
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CONCLUSION
Though we have tried to incorporate all the learnings which we have got from our guiding
institute and suggested our recommendations on the basis of our understanding of current
situation of India Post. But this department is the oldest department of our country and have
many facets along the course of its evolution. Understanding such institute in given short
period of time limited us and hence the recommendation given are not a definite solution
rather it is for the purpose to highlight issues that are needed to be taken care of.

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CUSTOMER BASE, INDORE

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REFRENCES
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6.
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http://www.indiapost.gov.in/
Annual report 2015 of India post.
https://www.wikipedia.org/
http://www.yellowpages.co.in/
Feedbacks of surveys conducted by us.
Text Book: Philip Kotler
Indian consumer complaint forum.