
DHL Freight is committed to providing the best service to our customers. We can only do this if we know how our customers experience and rate our services. That’s why we continuously collect customer feedback by means of the personal Net Promoter Approach (NPA) and carry out an online Customer Satisfaction Survey (CSS) every year. We conducted the latter again in September 2024 and would like to thank everyone for their valuable feedback. By tailoring our services to our customers, we can better meet the logistics challenges of today and tomorrow.
Why Customer Satisfaction Is Our Greatest Asset
Logistics is a complex business. To provide a service that satisfies both the consignor and the consignee, all steps in the process must be continually evaluated and improved.
DHL Freight’s annual Customer Satisfaction Survey helps us to do this. The survey covers all the important areas: from questions about our services, products and performance, as well as about other market players, to possible strategic issues for the future – in other words, it is primarily about a holistic view of the customer experience and strategic solutions to increase customer satisfaction in the future and keep it as high as possible in the long term. The CSS also provides ample space for customers to share their detailed opinions on specific topics.
Remarkably High Response Rate
In total, we wrote to more than 30,000 customers in 26 countries for the CSS. The response rate was 16.5 percent. That’s a good figure – after all, our customers have plenty to deal with in their core business. Compared to last year, almost five percent more took the time to send their opinions in response to our invitation.
Overall customer satisfaction was 77 out of 100 in September 2024, a slight improvement from the previous year (76 points).

High Overall Satisfaction Is an Incentive to Improve Further
What is the impact of customer feedback? A specific example of the changes we have made as a result of our CSS 2023 is in the area of Claims & Complaints. We have increased the speed and transparency of the process and made it easier for our customers to file claims and receive prompt assistance through clearly structured information materials.
Operational adjustments and innovations after the 2024 survey will require a careful analysis of our customers’ contributions to do justice to their constructive input. This is especially true for strategic improvements. In specific cases, however, our customers can benefit much more quickly from their feedback.
Quick Support for Individual Demands
The second major customer feedback program is our ongoing NPA approach. Here we ask about current satisfaction levels and discuss individual customer solutions. Every piece of feedback provides valuable input for adapting services and developing new, innovative products.
For example, our medium-sized customer Levo AG had a general annual offer until the end of 2023. Unfortunately, we were not able to extend this to 2024 because it was no longer economically viable for us given the actual transport volumes. We then handled his sporadic orders on a spot basis. Levo AG was very satisfied with our services as such, but not with the pricing on a spot basis. As part of the NPA, we try to quickly contact customers who give us poor ratings in order to find solutions. In this case, our sales team was able to submit a new annual offer based on the customer’s actual volumes, some of which had previously been covered by other market players, which convinced our customer not only in terms of service, but also in terms of price – a win-win situation for our customer and for us.
Achieving More Through Collaboration
And that’s exactly what our customer survey is all about. We want to be successful with our customers and help them achieve their business goals with our services and products. So at DHL Freight, we are constantly working to improve our performance – and the best way to do that is with your help.