DHL 2014 Annual Report Download - page 88

above the legal requirement of  . In order to ensure this level of quality in the long
term, our quality management is based on a system that is certied each year by 
, a recognised certication and testing organisation. Transit times for international
letters are determined by the International Post Corporation. Here, we rank amongst
the top postal companies.
In the parcel business, items usually reach their recipients the next working day.
is is based on parcels that were collected from business customers and then delivered
the next day. Our internal system for measuring parcel transit times has been certied
by  Rheinland since . e German consumer organisation Stiung Warentest
declared  the winner of its parcel delivery services test on account of our outstand-
ing transit time, damage-free deliveries, fair working conditions and compliance with
environmental standards.
- has established itself in the digital communication market, and in  we
expanded its portfolio. Companies of all sizes can send items directly from their own
company soware either digitally or by conventional post. Private customers can receive
their mail digitally on their computers or mobile devices, are able to securely store their
documents and pay invoices online.
e average weekly opening time of our ,-plus sales points was  hours in the
reporting year (previous year:  hours). e annual survey conducted by Kunden monitor
Deutschland, the largest consumer study in Germany, also showed a high acceptance of
our exclusively partner-operated retail outlets:   of customers were satised with our
quality and service (previous year:  ). In addition, impartial mystery shoppers from
 Infratest tested the postal outlets in retail stores around , times over the year.
e results showed that .  of customers were served within three minutes.
Another central characteristic of the quality of our products is environmental pro-
tection. We employ a  -certied environmental management system in our
mail and parcel businesses in Germany. Our GoGreen products oer private and busi-
ness customers climate-neutral shipping options. Moreover, we operate one of the largest
electric vehicle eets in the world, comprising over  vehicles. Furthermore, we use
innovative technologies in our buildings and operating facilities, such as  s, and we
have also increased our use of renewable energies.
Service quality translates into competitive advantage in the express business
We want to oer our customers the best possible service quality all around the world
and thus place high demands on our products, processes, infrastructure and employees.
erefore, we keep a constant eye on the changing requirements of our customers, for
example, through our Insanely Customer Centric Culture  programme. When-
ever our employees – as couriers, in customer service or in sales – are in contact with
a customer, their feedback is documented, evaluated and made available to all respon-
sible departments within the company. As part of the Net Promoter Approach, our
managers talk specically to dissatised customers personally in order to nd out the
root causes of their dissatisfaction. In this way we are able to continuously turn feedback
into improve ments.
Deutsche Post  Group —  Annual Report
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