Quality

The advantage of customer proximity

We measure the quality of our services by the level of satisfaction of our customers. During the reporting year we again focused our attention on customers, surveying more than 15,000 of them in over 50 countries. We then generated some 600 measures based on the results. We often work out improvements in conjunction with our customers, using the Six Sigma method upon which our First Choice programme is based.

With one of our key ocean freight customers, for instance, we co-operated to reduce its lead time by 63%, from 45 to 16.5 days. More than 1,000 of our executives have become certified in the First Choice methodology which allows us to increase quality even more rapidly.

The various awards we have received testify once again to the success of our endeavours for even better quality. One of these was received from a key account in the technology sector, Huawei, which presented us with the Excellent Core Partner Award for outstanding cross-sector services for the second time in a row. We were the only logistics company to be given this award. Supply Chain Asia, a logistics magazine, once again named us Air Freight Forwarder of the Year and Best Logistics Provider of the Year in India. All in all, our customers attest to the fact that the quality of our product offering has improved. Customer satisfaction increased on average compared with the previous year.