DHL 1998 Annual Report Download - page 61

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57
Increasing service quality
A wide range of efforts to improve service quality – be it in regard to
having to wait in line, the provision of advice at the counter, the
appearance of our branches, or more flexible opening hours – has lead to
an increase in customer satisfaction. This positive trend was confirmed
by the results of objective interviews conducted with test customers
following a Technical Control Board-certified method.
The outlook for 1999
In addition to implementing our new retail branch strategy, we will be
focusing our efforts in 1999 on our new corporate branding approach and
its enhancement of our image. With this goal in mind, we will be revamp-
ing more than 1,000 retail branches in the course of extensive construction
and remodeling projects in 1999 alone. Once completed, these branches
will welcome customers in new luster.
We also plan to set up approximately 50 more Shop-in-Shop/partner
branches in conjunction with local retail stores plus some 160 additional
PostPlus or McPaper/Deutsche Post branches at convenient locations.
A new sales format – business customer retail branches that offer a range
of services specially tailored to business customer needs – will be tested
during the year. This new format was developed to meet business cus-
tomers’special requirements and wishes.
All in all, our top priority for the year will be to further optimize our
retail branch network for both our private and business customers while
keeping an eye on further cutting costs.
Our customers w el-
come the convenience
of one-stop shopping
and retail business
hours