We give our customers a voice

DPD: "Who are you and what sets you apart?"
Daniel Marbach: "Fust is one of the largest retailers of electrical household appliances in Switzerland and, like nettoshop.ch, belongs to Swiss Household Services AG. With a distribution network currently consisting of 145 branches, an installation service with 170 vehicles and a repair service comprising 80 vehicles, Fust covers the whole of Switzerland and plays an important role for end consumers.
And what sets us apart? In my view, Fust operates multichannel logistics that provide the right offer for every customer."

DPD: "Describe DPD in three words."
Daniel Marbach: "Standardised, high-performance and personal."

DPD: "What is particularly important to you in a collaboration?"
Daniel Marbach: "To answer this question, I will briefly refer back to the three words from the second question.
Standardised:
At DPD, there are clear products. In other words, the service provided by DPD is precisely defined from the outset. They have clearly defined areas of responsibility so that as a customer you always know who is in charge of what. Last but not least, there is a clear pricing policy that, in my view, is conducted in a manner that is absolutely competitive.
High-performance:
In our view, DPD provides a reliable next-day delivery service with a success rate of 99 per cent. For us, this means that, for example, in addition to the low failure rate (60 to 100 cases per month, with a parcel volume of around 40,000 parcels/month), the very reliable collection service is also of great value.
Personal:
At DPD, you have an overview of who is responsible for what and therefore also a direct point of contact for your concerns. For example, we hold a monthly meeting with our DPD contact, when we discuss all matters face to face. Communication is therefore very transparent and direct.

All of the above points are of great importance to us and are what set the very reliable collaboration with DPD apart."

DPD: "How long have you been working with DPD?"
Daniel Marbach: "The start of the collaboration was before my time, as I have been working in this position at Fust for about one and a half years now. But I did a bit of research and found what I was looking for. According to the documents, the first contact between Fust and DPD took place on 9 November 2020 in the form of a pilot project."

DPD: "What are the three main reasons for the collaboration?"
Daniel Marbach: "The most important reason for us is the very good collection service provided by DPD. From our point of view, this is also an obvious USP when you take a look around the market. What do I mean by that? It’s simple. DPD makes it possible for us to carry out collections even at 9.30 p.m. And that combined with a next-day delivery reliability rate of around 99 per cent – just great.

The collaboration with DPD is in place as a result of this great performance record and is therefore not called into question."

Thank you very much for your insight, Mr Marbach!