11. June 2019 | Press release

High customer satisfaction rating: DPD again honoured with the "Top Service Germany" award

  • DPD continues to be one of Germany's 50 companies with the best customer focus

  • Around 80 percent of respondents appreciate the friendly and solutions-oriented customer service

  • Innovation leadership: in the last four years DPD's digital services have won no fewer than 13 awards

Aschaffenburg/Berlin, 11 June 2019 – In its daily operations international parcel and express service provider DPD attaches the highest priority to the satisfaction of its customers. With success: in 2019 the company has once more been honoured with the "TOP SERVICE Germany" award. Accordingly DPD continues to be one of the 50 companies in Germany with the best customer orientation.

The award is presented by ServiceRating GmbH in cooperation with the "Handelsblatt" business journal, the University of Mannheim's Institute for Market-Oriented Management (IMU) and the market research institute Ipsos. The rankings are based on customer surveys and an evaluation model applied by the institute under the direction of Prof. Christian Homburg from the University of Mannheim.

In order to obtain a comprehensive picture of customer satisfaction, loyalty and orientation, the participants in the survey rate different aspects of the companies involved. Among other things customer service and public identity, as well as the handling of criticism or complaints are evaluated. At the same time the DPD management also received various questionnaires for the purpose of evaluating the company. This mixture of self-perception and external perception is intended to make it possible to identify and exploit any potential for improvement even more effectively.

The numbers are impressive: very nearly 80 percent of those surveyed said they were "very satisfied" with DPD's services and praised the "overall good customer service", which is also perceived as very friendly. A total of 82 percent felt that their customer concerns were in good hands with DPD's service employees.

"We're very pleased that in 2019 our daily commitment is again being recognised with Germany's TOP SERVICE award," says Andreas Reß, Chief Sales Officer at DPD Germany. "We work every day on improving our service to our customers even further. The evaluation of the surveys not only confirms the quality of our work, but has also provided us with some constructive suggestions. We can now incorporate these into our operations."

13 awards, 26 million users: the DPD App makes an impact

It's not only DPD's customer service which receives positive reviews. Consignees are also enthusiastic about the company's digital services. For example, in the live tracking function of the DPD App they can see exactly where their parcel is at any given time. In addition, options for changing the delivery - including a deposit okay or delivery to a neighbour - can be selected conveniently and with just a few clicks of the mouse. DPD leads the parcel industry when it comes to digital innovations. This is also the view of the digital experts themselves: over the past four years the DPD App has received a total of 13 awards, including the 2019 German Excellence Award.

Man in the office

Image: Friendly and attentive: this is how the DPD customer service is rated by the survey evaluations in the TOP SERVICE Germany award. A total of 82 percent of the respondents feel that their customer concerns are in good hands with DPD's service staff.
Image available in print quality at www.dpd.de/presse.


About DPD

DPD Germany is part of DPDgroup, the second-largest international parcel delivery network in Europe. Throughout Germany DPD has 78 depots and 6,500 Pickup parcelshops. A workforce of 9,500 and 11,000 delivery drivers are in daily operation on behalf of the company’s customers. Every year the No. 2 on the German parcels market ships around 375 million parcels – providing carbon-neutral transport operations at no additional cost to the customer.

Through innovative technology, local knowledge and dedicated customer care, DPD provides the best possible experience for both shippers and shoppers. DPD’s industry-leading Predict service is setting a new standard for keeping customers closely in touch with their delivery, with real time tracking of their delivery, a one-hour delivery window and a range of options for redirecting parcels. In recognition of this innovation DPD Germany received several awards like the Digital Transformation Award or the UX Design Award.

As part of DPDgroup, DPD Germany has access to over 42,000 local Pickup points across Europe, and delivers to 230 countries worldwide. DPDgroup’s 75,000 delivery experts work together to deliver more than 5.2 million parcels each day. The sole shareholder in DPD is GeoPost, a wholly-owned subsidiary of Le Groupe La Poste. GeoPost posted sales of €7.3 billion in the year 2018.

Press contact

Peter Rey

Manager Media & Digital Relations