Service expanded in emerging markets

In the year under review, we increased our market share to 44% in the 89 countries making up the EEMEA region (Eastern Europe, the Middle East and Africa). This region is highly dependent on the consumer goods industry, which made an encouraging recovery in the second half of 2009, particularly in Russia, South Africa and the United Arab Emirates as well as a number of other emerging economies. We were able to improve our Time Definite services significantly, delivering to over 20% more business addresses prior to 12.00 noon than in the previous year in a region that presents enormous infrastructure challenges. Now, 67% of customers receive this delivery service.

In Russia, we set up Servicepoints in Saint Petersburg in co-operation with BP. Furthermore, we had the opportunity to showcase our outstanding services by providing express services at the Moscow Fashion Week, which took place in September.

We expanded Day Definite road transport in the Middle East, North Africa and Turkey, where DHL is the only ISO-certified (10002:2004) express service provider. By investing in infrastructure and quality, we were able to win new contracts in the automotive sector and the consumer goods industry.

With respect to governance, we have consolidated the Asia Pacific and EEMEA regions at our offices in Singapore.