DHL Express Austria was ranked second in the industry-wide competition “Austria’s mostcustomer-oriented service provider 2013”, improving itself from fifth position last year.
The Austrian-German bi-national event took place for the third and the eighth time inAustria and Germany respectively under the patronage of St. Gallen University in Switzerland andService Rating agency in Germany.
DHL Express, which presented itself as “Insanely Customer Centric”, said the jury placed astrong focus on service processes, customer orientation and service range.
Ralf Schweighöfer, Managing Director DHL Express Austria, commented: “The fact that weimproved three positions compared to the previous year, confirms our impetus and ‘Can-do-thinking’once again. This means not standing still but getting better and better with the goal to make theseemingly impossible possible.”
“The excellent result shows that our efforts, especially during the last few years, are alsovisible for our customers confirming our market leadership in international express shipping. I’mtalking not only about our large customers since DHL Express is also a strong partner for all smalland medium-sized enterprises,” he added. This way, DHL Express provides successful planning andmanagement of logistics processes for start-ups and smaller businesses.
Eva Leitner, the company’s Senior Director for Customer Service, highlighted customerorientation is a central factor for the company’s success. Customer Service became a separate unitof DHL Express Austria in 2010 and Leitner is now responsible for over 100 employees. “Ourprofessionalism has increased dramatically in recent years. We measure our service quality on adaily basis and work with a variety of tools and initiatives that remind us again and again aboutcustomer feedback to make us better,” she commented.
