GLS is ranked ahead of DHL, Hermes and UPS in terms of customer satisfaction for home deliveries inGermany, according to a company survey of satisfaction with its “last-mile” delivery services.
GLS conducted its B2C survey in cooperation with the University of Göttingen between February18th and March 3rd, 2009. Employees of 12 randomly chosen GLS depots put a total of 10,000questionnaires with a prepaid return envelope on parcels which were destined for privaterecipients. About 6% of the questionnaires were returned.
On a scale from one (very satisfied) to five (not at all satisfied), customers gave GLS’ homedelivery services a rating of 1.4. In comparison with its competitors, GLS achieved an overallaverage grade of 1.5, which was better than DHL, Hermes, UPS and other carriers. Customers alsopraised the delivery within 24 hours, the friendly GLS delivery people and that GLS parcels aredelivered undamaged.
“Due to the growth of e-commerce, we are now delivering every fifth parcel to a privatecustomer,” commented GLS CEO Rico Back. “The positive result of the study shows that GLS servicesare well received by private customers. We will therefore continue to steer our course.”
GLS uses its dense parcel shop network as an alternative delivery address if the recipient isnot at home. Since last year, customers can not only drop off parcels but also collect them fromthe 5,000 GLS parcel shops in Germany. GLS also offers a “shop return service” enabling sellers tocarry out returns via the parcel shops.
