The evaluation of the courier companies qualified for the ranking was carried out according to 36 criteria, divided into 4 categories – Costs (service prices), Shipping – reliability and flexibility (service quality, reliability and punctuality, available payment methods), Customer Service (methods of interaction with the customer, customer support, bonuses, and others), and Couriers on the Internet (ease of finding information, clarity and structure of the website, ordering procedure, and delivery terms). DHL Express took first place in the Customer Service and Couriers on the Internet categories. Meanwhile, in the Shipment Prices and Shipping – reliability and flexibility categories, it placed second.
– The test practically verified the most important aspects of daily customer service. This is the most significant area of our operations, to which we attach particular importance. We are proud that we passed this test with flying colors – said Edyta Turkiewicz, Director of Communications and PR at DHL Express (Poland).
All companies that qualified for the 2009 Courier Company Ranking were subjected to an “egg test” – a “sensitive” shipment, i.e., unsecured eggs, was sent through them without a declaration of its specific contents. Subsequently, all aspects related to the courier service area were checked, starting from the moment of placing the order, coverage, prices and payment methods, ways of contacting the company, delivery, to the ability to track the shipment online and the functionality of this tool in daily service, or additional options. A total of 7 courier companies, selected after a formal qualification process involving 37 companies, were subjected to the final evaluation. The study took place at the turn of November and December.