DHL 2015 Annual Report Download - page 89

Deutsche Post  Group —  Annual Report
Customers and quality
Facts and figures, customers and quality .
 % D + 
Letters delivered within Germany the day
afterposting.
ISO CERTIFICATION
Ensuring harmonised quality standards.
Open  hours
Average weekly opening
time ofaround,
salespoints in Germany.
MAIL AND
PARCEL
BUSINESS
DHL
BUSINESS
UNITS
Net Promoter Approach
Continuously turning
criticism into improve-
ments.
. %
SATISFIED CUSTOMERS
According to independent market study
Kundenmonitor Deutschland.
MYDHL
PORTAL
Allowing business
customers to easily
send express items.
Insanely Customer
Centric Culture
Keeping a constant
eye on customer
requirements.
TÜV-certified
Certified quality
management
system for letters
and internal system
for measuring
parcel transit times.
OVER 
ELECTRIC
VEHICLES
Quality also means
protecting theenviron-
ment.
More than 
locations certified
by the Transported
Asset Protection
Association .
CUSTOMER
IMPROVEMENT
PROJECTS
 improvement
initiatives successfully
implemented in .
Sending mail and parcels quickly and reliably
Our customers rate the quality of our services based upon whether posted items reach
their destinations quickly, reliably and undamaged. According to surveys conducted by
Quotas, a quality research institute,   of the domestic letters posted in Germany
during our daily opening hours or before nal collection are delivered to their recipients
the next day. Although the nationwide labour strikes at mail centres and in letter and
parcel delivery operations compromised the mail transit time in the reporting year, we
still remain well above the legal requirement of  . In order to ensure this level of
quality in the long term, our quality management is based upon 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 upon parcels that were collected from business customers and that were de-
livered the next day. Our internal system for measuring parcel transit times has been
certied by  Rheinland since . Furthermore, we are responding to changing
customer requirements as regards exible and reliable delivery with new delivery models.
In our mail business, we have, to date, achieved a high level of automation that
exceeds  . In our parcel network, we have increased our sorting capacity by  
since the launch of our Parcel Production Concept in  by increasing productivity
in our existing facilities and expanding our infrastructure nationwide. Additional parcel
centres are currently under construction.
79
Group Management Report — NON-FINANCIAL FIGURES — Procurement — Customers and quality