DHL 2007 Annual Report Download - page 86
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Deutsche Post World Net Annual Report 2007
High accessibility critical for Postbank
As the leading nancial services provider for private customers in Germany, Postbank
measures the quality of its services, amongst other things, by the ease of access for
its 14.5 million customers.
Postbank has also developed key indicators that are subject to regular internal meas-
urement and evaluation procedures. ese include the average duration of customer
transactions, the skills of employees who have direct contact with customers and
waiting times in the Postbank branches.
Customer loyalty is another quality benchmark. It is measured by the number of
regular customers and the average number of products purchased by each one.
Enhanced customer focus in internal services
At Global Business Services, the priority in the year under review was on further
enhancing customer focus in internal services. is is closely linked with the First
Choice initiative. We surveyed customers and business partners within the Group
to nd out how satis ed they are with our services, and their responses have led to
numerous improvements. Marked gains have already been achieved on a number
of quality indicators such as response times and IT system availability. We will be
repeating the customer satis faction survey yearly from now on.
Local retail outlets as nationwide sales platform
Our “non-mobile” sales network of more than 13,500 retail outlets is one of the most
extensive in Germany. Every day, these outlets welcome two to three million cus-
tomers who come there to use postal services and, in many cases, to take care of
their banking needs. We are also currently testing around 900 new Postpoint format
outlets, which are located, as are our partner outlets, in di erent kinds of shops, to
ensure proximity to customers and high accessibility.
We have been co-operating successfully with the retail trade for fifteen years.
Currently, more than 8,000 outlets are operated by partners o ering postal services
and in most cases banking services in addition to their own main product range.
As this sales model bene ts everyone concerned we plan to expand it: Customers
pro t from short distances; partners bene t from growth in customer numbers and
income; and Deutsche Post demonstrates its proximity to the customer whilst im-
proving e ciency. e postal services provided under the Deutsche Post and DHL
brands are also available in the 855 nance centres of Postbank.
Postbank in fi gures
■ Customers: 14.5 million
■ Private customer current
accounts: 4.9 million
■ Savings volume: €60.5 billion
■ Volume of brokerage accounts:
€11.5 billion
■ Private loans: €2.9 billion
■ Corporate customer loans:
€17.6 billion
■ Private mortgage lending:
€68.0 billion
Strategy and goals, page 31
Retail outlets in fi gures
■ Deutsche Post employees:
6,939
■ Total outlets: 13,526
■ Own outlets: 5,440
■ Partner outlets: 8,086
■ Average weekly opening
hours: 42