Illustrative engagement. A representative scenario showing how we approach this kind of work in transport & logistics. It does not describe a specific client; outcomes are described qualitatively.
Industry overview
What is shaping transport & logistics
Transport, logistics and mobility businesses serve passengers, shippers and fleet owners, and depend on drivers. Reliability, safety and cost decide loyalty.
- Passengers expect real-time information and safety
- Driver retention is a constant challenge
- Shippers value reliability over lowest price
Client background
An intercity bus operator, working in North India. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- An intercity bus operator
- Sector
- Transport & logistics
- Team engaged
- Market Research
- Services
- Quantitative research, Offline data collection (CATI)
Client challenge
Online reviews were mixed.
Research objectives
- Deliver on the brief: passenger satisfaction for an intercity bus operator.
- Understand the views, needs and behaviour of passengers.
- Produce results that can be compared across groups and locations.
- Give the client evidence it can act on within 5 weeks.
Target audience
The work focused on 2,000 passengers.
- passengers2,000
Audiences we typically reach in transport & logistics
Passengers and commutersDriversShippers and logistics buyersFleet ownersWarehouse staff
Geographic coverage
Coverage: North India. Market: India.
- India
Research methodology
A structured quantitative design, so results could be compared across groups, locations and time.
- 1Brief
- 2Passenger survey
- 3Insight
We surveyed passengers about booking, punctuality and comfort.
Quantitative researchOffline data collection (CATI)
Sampling strategy
- passengers
- 2,000
- Telephone contacts were dialled from verified lists, with quotas tracked live by the field team.
Data collection
- Telephone interviews were run from our CATI centre, with calls monitored for quality.
Data quality & validation
- Live call monitoring and recording review
- Call-back verification
- Logic and range checks on the final data
- Work carried out under our ISO 20252 quality procedures
Data analysis
- Cross-tabulation by key groups and locations
- Significance testing on the differences that mattered
Key findings
- Punctuality was the biggest driver.
On time matters most.
Recommendations
- Build on the core insight: on time matters most.
- Focus effort where the evidence was strongest: punctuality was the biggest driver.
- Re-measure after the changes to confirm the effect.
Business impact
- The operator improved scheduling.
What changed in the business as a result of the work. Impact is described qualitatively.
Deliverables & next steps
- Insight report and management presentation
- Cleaned data file and data tables
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: what do shippers need?