The certificate is awarded based on an extensive audit. The foundation—using surveys, expert evaluations, and mystery shoppers—verifies whether the company is oriented towards customer needs in personal and telephone contact. It also evaluates the ease of use of the company’s website—the quality, speed, and reliability of the service.
– For us, as service providers, the satisfaction of our customers is our most important capital – says Tomasz Kroll, District Manager of GLS Poland. – We want to do everything to fully satisfy the customer. Receiving an independent assessment of whether the actions we have chosen will actually achieve their goal or whether we can still improve in specific areas is a huge help in this regard.
GLS Poland won the “Customer-Friendly Company” title last year as well. At that time, four new services were introduced, thanks to which customers can adapt the shipping or delivery of their parcels to their individual needs. Currently, GLS also offers its services through Parcel Shop points to entrepreneurs and private individuals sending small quantities of parcels.