A Marketing research on the lost clients of Federal Express

• Main Authors: Arrieta, Tracy, Camungao, Henry, Dauz, Darlene, Preciado, Cynthia A.
• Format: text
• Language: English
• Published: Animo Repository 1992
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/16764
• Institution: De La Salle University

The primary purpose of this research paper is to find out the reasons or factors which cause Federal Express to lose clients. This shall also serve as an instrument to find alternative courses of actions or recommend solutions that would solve the aforementioned problem. From a list of lost clients given by the company, the actual number of respondents was taken. A questionnaire was then formed, pre-tested for consistency and reliability, and then give out to the respondents. Results showed that most clients changed to other courier companies primarily because of the lower rates being offered for document shipments. Aside from this, better service, as characterized by fast pick-ups, easy to contact phones, more accommodating service, and on-time deliveries was also mentioned as a main factor in the shifting from one courier company to another. The group suggests that the following recommendations be taken into consideration: (1) Designing a rate comparison sheet that would highlight FedEx's advantage over other competitors, and (2) Hiring of additional couriers. With these main recommendations, the group hopes that FedEx's problems with lost clients will at least be minimized, if not totally eliminated.