2. July 2020 | Update
Top ratings from customers: DPD Germany receives Germany's TOP SERVICE award and is among the country's "Customer Champions"
Aschaffenburg/Berlin, 1 July 2020 – DPD Germany has always attached great importance to customer satisfaction. This commitment has this year been rewarded once again: the international express and parcel services provider has been presented with the “TOP SERVICE Deutschland” award. As a member of the Group of Excellence, DPD Germany is for the second year in succession one of the 50 companies with the best customer orientation in Germany. A second award also confirms the good standing of the company with its customers: DPD has been named one of “Germany’s Customer Champions 2020”.
Intensive customer surveys were conducted to determine the winners of both awards. The “TOP SERVICE Deutschland” award originated with the firm of ServiceRating GmbH, which presents the award together with the Handelsblatt business newspaper, the Institute for Market-Oriented Management (IMU) at the University of Mannheim and the Ipsos market research institute. The results of the customer survey are supplemented by an evaluation model developed by the institute under the direction of University of Mannheim professor Dr. Christian Homburg. The aim of the award is to measure the customer orientation of the participating companies and to make the resulting insights visible to customers.
Participants in the survey had the opportunity to evaluate various aspects of the companies, including not only their customer service and public image, but also the way they deal with criticism or complaints. The same questionnaires were also handed out to DPD’s management in order to enable the presentation of an internal as well as an external view. It is precisely this comparison which is intended to make it easier for companies to identify potential for improvement.
Seventy five per cent of those surveyed said they were “very satisfied” with the services provided by DPD. They praised above all the service, which they found very easy to work with, and the company’s reliability.
In the case of “Germany’s Customer Champions”, the award is also based on 23,000 detailed interviews. A total of 200 companies were among the candidates for the award, which is presented by Germany’s Society for Quality (DGQ), the F.A.Z. Institute and the Mainz-based market research and consulting company 2HMforum.
In the surveys 77 per cent of customers described DPD as a very likeable company. An additional 79 per cent find it very easy to work with DPD, while 80 per cent rate its service as fast. The participants also gave the website and the DPD App a predominantly positive rating.
“We’re delighted that we have once more received two awards for our customer focus this year”, says Andreas Reß, Chief Sales Officer at DPD Germany. “This is confirmation that our daily commitment is being noticed. We work tirelessly to offer our customers the best possible service. Both surveys have shown us on the one hand that we are doing a very good job so far, but they have also given us suggestions as to where we can improve even further. We will look at these suggestions in detail so that we can incorporate them into our work wherever possible.”