Kundenmonitor: Survey shows Deutsche Post customers more satisfied than ever

  • Current study: 95 percent of customers are satisfied to totally satisfied with Deutsche Post’s services
  • Best development in sectoral comparison
  • Mail CEO Gerdes: “We want to improve top ratings even further”

Bonn, 10/11/2011, 11:00 AM CEST

Mailman with customer

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Customers once again expressed particular appreciation for delivery in the field of letter mail.

The vast majority of private customers in Germany have words of praise for Deutsche Post’s service offer: 95 percent are satisfied to totally satisfied with the mail and retail outlet service. Current findings by the Kundenmonitor 2011 survey reveal that the steady improvement in customers’ global satisfaction with letter mail and postal retail outlets has now culminated in the highest ratings in ten years. Kundenmonitor, the most comprehensive long-term study for measuring customer satisfaction, is published annually by Forschungsinstitut ServiceBarometer AG, an independent research institute. “Letter mail and postal outlets have developed more positively since 2003 than any of the other sectors examined,” says Matthias Metje, study director at the institute.

During the survey period from April to July 2011, customers gave these areas top ratings in nearly all facets such as friendliness, professional competence and employee dedication. Customers once again expressed particular appreciation for delivery in the field of letter mail. The mail carriers’ friendly demeanor, their dedication to their work and the correct delivery were awarded top ratings. Short mail transit times and accessibility of mailboxes and retail outlets were also assessed as especially positive.

Jürgen Gerdes, Corporate Board Member MAIL at Deutsche Post DHL, was highly satisfied with the results of the study, but at the same time sees them as further incentive: “We have worked hard to earn this exceptional respect from our customers as a postal service for Germany. However, we will continue to do everything in our power to exceed the top-level ratings we have already achieved.” Digital offers such as the online letter (“E-Postbrief“) that are making consumers’ lives easier play an important role here.

In addition, Deutsche Post plans to invest some EUR 750 million in the growth market for parcels in the coming years in order to once again significantly improve its market-leading position in terms of quality and customer satisfaction here as well. The Group’s decision to ensure CO2-neutral transport of all parcels from private customers from summer 2011 onwards has already been met with widespread support.

Kundenmonitor has been studying the service climate in Germany for 20 years now, surveying more than 36,000 customers on a variety of aspects in 30 branches of the service industry. The independent market study evaluates customer satisfaction and customer retention on a representative basis. It has evolved into one of the most important and well-respected public opinion polling tools in Germany.


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