Express services driven by customer satisfaction

The overriding goal of our quality endeavours in the field of express delivery is to satisfy our customers. Our First Choice initiative ensures that we meet the customers’ high demand for speed and reliability. We are focusing above all on operating performance and customer contact.

The capacity to deliver on time is an important quality indicator. Our central quality measuring programmes allow us to determine the punctuality of deliveries, to analyse delays in individual process stages and to seek ways of accelerating delivery to customers. For this purpose, we have set up global, regional and national teams that work closely together.

The Quality Control Centres are at the heart of our global network. Using state-of-the-art equipment, their employees effectively monitor the performance of our intercontinental flight network and all other transport processes on a daily basis. They track the course of shipments from collection to delivery in real time and provide customers with advance information. We will introduce further quality control centres in all regions. We are already operating such centres to good effect in 26 locations in the Asia Pacific region.

Consistently high quality of service is crucial for a global network operator. We therefore regularly monitor the compliance of our workflows, for instance, to establish whether the required data are delivered in full and on time.

We constantly strive to improve our services in order to more closely satisfy customers’ wishes. By regularly conducting customer surveys, we determine whether we are succeeding in this respect. Amongst the key criteria are the availability of our customer service organisation and the speed with which customers’ inquiries are processed.

In 2007, as in the preceding years, we once again received several awards from international media and our customers, including: