DPD Receives Award and Ranks Among Germany’s Customer Champions

In 2020, DPD is once again among the 50 companies with the best customer orientation in Germany. 79 percent of respondents find working with DPD very easy. Additionally, DPD is recognized as one of ‘Germany’s Customer Champions 2020’

(Aschaffenburg/Berlin) DPD Germany has always placed the utmost importance on customer satisfaction. This commitment has once again been recognized this year: The international express and parcel service provider has been awarded the ‘TOP SERVICE Deutschland’ award. As part of the excellence group, DPD ranks for another consecutive year among the 50 companies with the best customer orientation in Germany. Furthermore, a second award also reflects the company’s strong standing with its customers: DPD has been named one of ‘Germany’s Customer Champions 2020’.

Determination through Customer Surveys

Intensive customer surveys were conducted to determine the award winners for both awards. The ‘TOP SERVICE Deutschland’ award is organized by ServiceRating GmbH, in collaboration with Handelsblatt, the Institute for Market-Oriented Management (IMU) at the University of Mannheim, and the market research institute Ipsos. The results of the customer survey are supplemented by an evaluation model from the institute under the direction of Professor Dr. Christian Homburg from Mannheim University. The aim of the award is to assess the customer orientation of the participating companies and to make the insights gained visible to customers.
Survey participants had the opportunity to evaluate various aspects of the companies. The focus was on customer service, public appearance, and also the handling of criticism or complaints. The same questionnaires were also distributed to DPD management to provide an internal perspective alongside the external one. This comparison is intended to make it even easier for companies to identify areas for improvement.
75 percent of respondents stated that they were ‘very satisfied’ with DPD’s services. The collaboration, which was perceived as very easy, as well as the reliability, were particularly praised.

High Customer Satisfaction

For the ‘Germany’s Customer Champions’ award, 23,000 detailed interviews were conducted. A total of 200 companies applied for the award organized by the German Society for Quality (DGQ), the F.A.Z. Institute, and the Mainz-based market research and consulting company 2HMforum.
77 percent of customers described DPD as very likable in the surveys. 79 percent find the collaboration very easy, and 80 percent also find it fast. The online presence and the DPD app were also predominantly rated positively by participants.
“We are very pleased that our customer orientation is being recognized this year with two awards,” says Andreas Reß, Chief Sales Officer at DPD Germany. “This confirms that our daily efforts are being noticed. We tirelessly work to provide our customers with the best possible service. Both surveys have shown us that we are doing a very good job so far, but they also provided suggestions on areas where we can further improve. We will carefully consider these suggestions to incorporate them into our work where possible.”
Photo: © DPD
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