“CUSTOMER SATISFACTION AND MARKET POTENTIAL”

FOR
Transport Corporation Of India Limited

By:
Deepak Singh Thakur
IB/A
CONTENTS
Basic facts
Introduction
Classification
Major competitors
Findings
SWOT analysis
Learnings
Recommendations and suggestions
BASIC FACTS
1200 fully computerized offices
6500 strong workforce
7000 trucks
6 cargo ships
7.5 million sq. ft. of warehousing space
Presence in 9 countries
Moving 2.5% of India’s GDP by value of cargo yearly
INTRODUCTION
Transport Corporation of India was incorporated in 1958
as a “one man, one truck, one office” company. TCI today is
the leading integrated supply chain and logistics solutions
provider and a pioneer in the sphere of cargo
transportation in India.
TCI is actively involved in CSR (corporate social
responsibility) activities such as education, health care and
disaster relief etc.
An ISO 9001:2000 company, TCI is listed with premier stock
exchanges like the NSE and BSE.
CLASSIFICATION
TCI Freight
TCI XPS
TCI Supply Chain Solutions
TCI Seaways
TCI Global
TCI Foundation
 Objective of study
To find the level of Customer satisfaction and
Market potential in Delhi NCR region.
Customer feedback form
D:\Users\deepak\Desktop\Customer feedback form.p
df
Sample size: 130
 MAJOR COMPETITORS
OM Logistics
Chetak logistics
Best roadways
DGFC
Blue Dart
DHL
Safexpress
 Findings
Customer’s experience TCI’s Business share in
with TCI Transportation
Business
TCI
13.1% BEST ROADWAYS
17.65 Excellent
OM LOGISTICS
5.88 Good 10.8%
43.9% JAIPUR GOLDEN
58.82 Fair 7.7%
17.65 BLAZE FLASH
Poor
LOCAL
4.6% TRANSPORT
16.2%
3.8%
OTHERS
TCI’s rate competitiveness Customer perception
with other logistic in TCI organization
companies

Always Customer
29.41 4.5 4.3 centric &
41.18 Trustworthy
Often
Techno-
Sometimes advanced
17.65
Never 3.2 Profit oriented
11.77
3.5
All of above
MARKET CUSTOMERS
CATAGORISATION OF INTERESTED IN
FLEET PREFER FOR DOING BUSINESS
TRANSPORTATION WITH TCI
Series 1

22% 28.46
FTL
42%
LTL YES NO

Sundary 71.54

37%
 SWOT ANALYSIS
Strength

 Goodwill in market
 Manpower
 Wide network
 Presence in international market
 Over 50 years of experience in transportation
Weakness

 Delay in pick up and deliveries

 High charges as compared to competitors
 Not good enough in sundry business
 Lack of promotion and brand awareness
Opportunities

 Very few big players in the market

 Huge market potential
 Time bond delivery and low freight charges can be key
success point
 Huge opportunity in sundry business
Threats

 Working with selective customer might cause risk in

terms of market share
 Competitors takes advantage of the high rate charged
by TCI in domestic market
 Poor customer relation can result in shifting of
existing clients to other players in market. Eg. BOSCH
India pvt. Ltd.
LEARNINGS
Criterion used by company for customer selection

Booking procedure

Type of booking

Entering a company without taking prior appointment

Customer relation

Updating customer database

Recommendations and suggestions
It is a common perception in the market that rates of TCI’s transport

services are very high, so it should take measures to change this

perception by optimizing its operational cost.
TCI should use various channels of media to create brand awareness

and to offer its product and services.

Since TCI is in service sector, it should motivate its staff in order to

provide better service and co-operation to each customer.

Service should improve through minimization of transit time.
…continued
TCI should take care of the sundry business also in order to

increase its market share.

Quick response is required from branch personnel.