DHL Express, a provider and expert in the field of international logistics services, has been regularly researching and increasing the level of customer satisfaction and contentment for several years using the NPA (Net Promoter Approach) program. In the NPA survey conducted by DHL Express since February 2012, the customer satisfaction and contentment index has maintained growth. The visible increase in the index is primarily influenced by the high rating of customer service quality at key points of contact with the company. This satisfaction expresses the customer’s perception of the extent to which their requirements are met.
– Current survey results show that our international services enjoy a high level of customer trust. During the survey, we have introduced many improvements to our service processes based on customer feedback. The daily NPA survey contributes to the continuous improvement of our service quality, positively influencing the building of mutual relationships with customers and making the company’s reliability constantly grow in the eyes of customers – commented Edwin Osiecki, Director of Marketing and Sales (INT) at DHL Express (Poland), on the good NPA survey result.
For many years, DHL has globally applied a customer-oriented culture – including the use of the NPA customer satisfaction and contentment survey.
– Observing customer preferences is a continuous process and requires constant verification of their needs, as our customers’ expectations are constantly changing. Thanks to the survey, i.e., daily phone calls to a randomly selected group of customers who have used our services, we obtain ongoing information about what and how we can improve. Customers, in turn, notice and appreciate our efforts, e.g., by showing a willingness to recommend us to other customers. Thanks to high competence and reliability, we are growing the group of customers using our services – emphasizes Edwin Osiecki.
Net Promoter Approach (NPA) is a regional project implemented in relation to DHL Express international services since February 2012. The survey covers those areas, so-called touchpoints, where the greatest interactions between the customer and the company occur. Processes related to customer service, customs clearance, sales, and operational support are subject to measurement. By the end of the year, DHL Express (Poland) plans to include areas such as invoicing in the NPA survey. The implemented NPA program allows DHL Express to study the main factors influencing its customers’ satisfaction.
According to the company’s statistics, the Net Promoter Score (NPS) has been systematically increasing since the implementation of the survey. In 2014, customers provided over 40,000 ratings in the NPA survey. Weekly, the research team makes several thousand phone calls to randomly selected customers. During the verification of survey results, the company gains knowledge about customer comments and preferences related to the offer or services, and above all, opinions about service standards in individual departments.
– The satisfaction and contentment of our customers with the international services provided contribute to the success of our company and employees. We are aware that by taking care of high service quality and the highest service standards, we shape a good image of the DHL brand. We want to be the first-choice company for customers. A satisfied customer is one who, regardless of the type of communication channel they choose – phone call, email correspondence, or personal contact, will be comprehensively and professionally served the very first time. And thanks to the quality they experience, they will choose DHL again next time and recommend the company to others – said Edwin Osiecki.