DHL 2001 Annual Report Download - page 99

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Outlook
We intend to intensify the corporate customer business in particular.
Through our new acquisition BHF (USA) Holdings Inc. we will be break-
ing into the international market segment for logistics finance.
We will streamline costs by refocusing our sales efforts on new channels.
During the year under review, we already reduced the number of our call cen-
ters from eleven to three.We will further reduce the number of our business
locations from thirteen to ten. The staff cuts that this entails will be socially
responsible, and undertaken in concert with our social partners.
Deutsche Post World Net’s Pension Service has won a European tendering
process, and in future will also be responsible for the international pension pay-
ments of Pensionsversicherungsanstalt der Arbeiter in Austria.
99
Corporate Divisions
Financial Services
2001as of December 31 2000 Change
in %
Retail outlet network: Trends
Number of retail outlets 12,818 13,663 - 6.2
Company-operated outlets 5,331 5,590 -4.6
Partner-operated outlets 7,487 8,073 - 7.3
thereof “Center” outlets 663 482 37.6
Total opening hours for retail outlet network 539,000 553,000 -2.5
(hours per week)
Average number of weekly opening hours 42 41 2.5
(hours per retail outlet)
Share of customers served in open service outlets 78% 70%
Number of employees in retail outlets
(rounded headcount) 45,000 47,350 -5.0
Own retail outlets 23,300 24,150 -3.5
Partner outlets 21,700 23,200 -6.5
thereof consultants in “Center” and major outlets 3,312 2,848 16.3
(headcount)
Consultants for postal and new services 1,224 1,048 16.8
Consultants for financial services 2,088 1,800 16.0
Customer satisfaction with retail outlets
Subjective satisfaction (Ipsos satisfaction study) 74% 74%
Objective satisfaction (EMNID customer satisfaction survey)
90% 87%