Our customers deserve the best service. DHL Freight’s annual Customer Satisfaction Survey helps us accomplish this objective. Most importantly, we want to identify areas where we can improve to better address the logistical challenges of today and tomorrow. We look forward to your active participation and want to share with you examples of how your input improves our services.
DHL Freight Customer Satisfaction Survey: A Lot Can Be Achieved in Just Eight Minutes
It’s time again for the DHL Freight Customer Satisfaction Survey (CSS), which will take place from September 2025. We would love for you to take this opportunity to share your opinions and help us improve.
As a DHL Freight customer, you will receive an email inviting you to participate in the CSS at the beginning of September. The survey will be sent to customers in 26 countries with whom we have partnered within the last twelve months. If you do not find the email in your inbox, please check your spam folder.
What It‘s All About
The survey covers all important topics related to our services and products in road freight transportation, including
- our performance
- our pricing policy
- other market players
- strategic future issues
Simply obtaining information about current customer satisfaction is not enough. It is equally important to develop innovative approaches to continuously increase and maintain high levels of customer satisfaction.
In addition to rating tasks and answering sorting and categorization questions, you can provide detailed feedback through open-ended questions and comments. Spend just eight minutes with us and help us tailor our services to your needs even better!
The CCS 2024 Has Improved Our Services: Three Use Cases
We value every piece of feedback, as it helps us optimize our range of services for everyone and adapt them to the specific needs of each customer.
What does this look like in practice? Three examples from the past year demonstrate how DHL Freight turns customer feedback into service improvements.
Example 1: Furniture Manufacturer
A customer from Serbia reported delays in the less-than-truckload (LTL) services provided through the DHL Freight EuroConnect network. A team was immediately assembled to investigate the problem. They identified the consolidation of shipments as the cause. Solutions were developed to improve this process.
Since then, consolidation has accelerated thanks to the optimized packaging of all shipment components on a single pallet. What’s more, efficient palletizing offers this customer from the furniture sector additional advantages: Well-packed pallets make it easier for DHL Freight to handle shipments, and we can pass on cost benefits to our customers through the EasyPallet program.
Example 2: Chemical Manufacturer
Delays also occurred with outgoing shipments from a Belgian customer in the chemical industry. Often, the shipments were not available for pickup at the designated location. During a site visit, our team identified an internal IT conflict that was causing incorrect booking windows in the transport management system. Our employees integrated the system more effectively and improved collection performance to 98 percent.
Example 3: Manufacturer of Wheelchairs
A Swiss manufacturer of wheelchairs expressed high satisfaction with DHL Freight’s services in the survey. However, since we only received a few orders from this customer, the pricing was not set by a fixed contract, but on a spot basis. This did not align with the customer’s price expectations.
The customer’s low order volume was due to orders going to other market participants. In response, DHL Freight’s sales team created a new offer for the customer’s entire volume. Since then, the customer has not only been satisfied with the service, but also with the price.
If We Understand Our Customers’ Needs, We Can Succeed Together
These examples demonstrate: Your customer feedback works quickly in individual cases. When it comes to the big picture, such as strategic-level optimizations, our customers’ contributions from CSS and their careful analysis provide the basis for lasting operational adjustments and innovations. This benefits both our clients and us.
Our goal is to be successful together with our customers, helping them achieve their business goals with our services and products. That’s why we at DHL Freight are constantly working to improve our performance – and your help is the best resource for doing so.
Your opinion is important and highly valued. Take part in the 2025 DHL Freight Customer Satisfaction Survey! Thank you in advance for your time and participation.
