Your feedback
Twice a year you will receive an invitation to indicate what you think of the cooperation with DHL eCommerce. Based on your feedback, we adjust the service. That's how we get a little better every day. By filling in the form, you have a direct influence on the improvements we implement.
Why your opinion matters
Because we listen
At DHL eCommerce, we always adapt our services. For example, we constantly optimize our digital tools and work even better communication to give you the best experience. But you can't do that without hearing your opinion, and doing something with it. In the end, you will enjoy it again because we can help you even better.
Because we're going to use it
If you share your experiences, we know what we can still work on at DHL eCommerce. For example, we have been working the conclusions of the latest customer satisfaction survey. At the moment we are working on, among other things, improvements to the claims component at our customer service and on the pick-ups for business customers. We would like to keep you informed of the steps we are taking with your help.
Because you will see the difference
We've been getting a lot of feedback back lately about everything that's changed. As it turns out, customers notice the difference. Your experiences help us to further improve our services. And have we helped you well lately? Of course, we would also like to hear from you. A nice extra motivation to continue to make a difference in the future.
What customers say
"The digital tools work fine, I can follow my shipments 24/7." "Pleasant and personal communication." "We appreciate the good service and fast deliveries."
What you can see right now
We are working hard to make our service even better. Behind the scenes we are working hard to make and implement improvements. These are examples of improvements and signals we have received and are working on:
- We are taking a closer look at the Pick-up process so that we can prevent Pick-ups from not taking place or taking place too late. We are monitoring the quality of pick-ups on a regional level and initiating actions to make better adjustments when needed.
- Good news! We have found a solution to our customer service queues, which were longer than you have come to expect from us last year. Despite the tight labor market, we managed to scale up while investing in the development of a smart chatbot that can handle most questions.
Green edge
You contribute to our GoGreen mission. In our last customer satisfaction survey, we planted one tree per completed questionnaire, a total of 1,460! A great way to give the collaboration a green edge.
