Customer experience at DPD Switzerland certainly sounds nice, but what does it mean exactly? Beri & Jasmine are here to investigate. At the end of the blog article, you will find a short customer experience glossary to make it easier to understand the terminology. If that doesn’t work, you can also use Google. 😊

Customers have been at the heart of DPD’s customer experience programme for a number of years now, as it strives to further its long-term and economic success. But how?

At various relevant touchpoints, DPD uses the Net Promoter Score (NPS) to ask whether a customer or consignee would recommend it to others. Based on the feedback from our customers and consignees, DPD is able to make continuous improvements and improve its customer satisfaction. Weekly evaluations are posted on the internal communication platform Beekeeper, so the results are communicated transparently within the company and the challenges can be understood. This all aims to share customer feedback, show appreciation and draw attention to potential.

 

We interviewed the initiator of our customer experience programme at DPD:

DPD: ‘What was the original idea that led to the introduction of CX at DPD?

’Marco: ‘We were aiming to completely enshrine customer feedback within the company and align our day-to-day actions with their requirements.’

Let’s get back on topic. As we’ve said, there are several touchpoints where we survey our customers and consignees.

Okay, so far so good. We sent the survey and obtained the feedback. What happens now?

Simply collecting and measuring the data does not lead to any improvements being made. Besi will take it from here: Besi is our customer experience specialist and explains what she does with this valuable feedback.

DPD: ‘What methods do you use when you start an analysis?’

Besi: ‘It is important to prepare the BI tool properly, set the right filters and isolate the criteria I want. I then download the raw data and start with pivot tables in order to create a structure. Promoters, neutrals and detractors are analysed individually and offer important insights into problems.’

 

Besi says: ‘We work closely with the operational teams when it comes to implementation and optimisation. This might be Operations, which is responsible for collecting, sorting and delivering parcels, or other teams like Customer Service or Sales.

Input from customers and consignees is used to identify, examine and analyse pain points, which are then scheduled and implemented on the basis of priority and feasibility. The goal is always to achieve the best possibility for each target group.’

It sounds easy at first, yet it proves to be a challenge:

Besi adds: ‘One of the biggest challenges is evaluating overarching touchpoint measures in order to introduce optimisations at various points of interaction. This might be procedural adjustments, for example, that affect several departments in the BI tools. That being said, I love a challenge. 😉’

DPD: ‘What do you like best about your job?’

Besi: ‘I really enjoy having insights from a 360° view of the company. I work with a variety of departments, so am able to work out what is best for the customers or consignees and familiarise myself with the corporate structure from every angle.’

 

Have you ever had a parcel delivered to you by DPD? Besi is always interested in your feedback!

We want to thank Beri for the exciting insights and hope that you have gained some interesting insights into the world of CX at DPD Switzerland.

 

Warm regards,
Beri & Jasmine