Powered by People, Perfected by Innovation

DHL is the world's leading logistics company with over 600,000 people in over 220 countries and territories work every day to help our customers cross borders, reach new markets and grow their business or simply send a letter to their loved ones. We continuously invest in cutting-edge technologies, digital solutions, and sustainable practices to enhance efficiency and reduce environmental impact.

The Customer Service team plays a central role in delivering DHL's FOCUS strategy, consistently placing customers at the heart of every decision. Built on a culture of passion, ownership, and a Can-Do mindset, the team ensures a best-in-class experience by delivering our promises right the first time and with speed. Our approach follows a clear philosophy: Motivated People Great Service Quality Loyal Customers Profitable Network. This foundation drives our commitment to excellence, employee engagement, and continuous innovation.

In 2025, we strengthened our people-first culture through structured coaching, feedback programs, workshops, and team-building initiatives, enabling employees to deliver outstanding service with confidence. This effort resulted in exceptional Employee Opinion Survey scores, including an Engagement Index of 92, Leadership at 89, Team at 91, Digitalization at 91, and two perfect scores (Investment of Choice and Green Logistics of Choice at 100). These achievements reflect a thriving work environment where employees feel valued, inspired, and empowered to deliver their very best every day.

On the customer front, our commitment to an Insanely Customer-Centric Culture (ICCC) delivered measurable impact. By implementing innovative Robotic Process Automation solutions such as the Pickup Exception RPA and Shipment Monitoring RPA, we increased transparency, enhanced speed of communication, and improved proactive issue resolution. These digital innovations elevated the customer experience and helped us achieve remarkable improvements across key service KPIs: Customer Trace Resolution at 95% (target 70%), Complaint Resolution at 100% (target 75%), Customer Experience Quality at 98% (target 90%), and Grade of Service consistently above 80% within 20 seconds.

Customer feedback remains a powerful driver of improvement. Insights led to initiatives such as enhancing customs process knowledge among CS teams and improving refund turnaround times for duplicate payments. These actions contributed to raising our NPS from 83 in 2024 to an impressive 89.5 in 2025, strengthening our leadership position in the market and demonstrating our deep commitment to service excellence. Independent external surveys further validated our superiority, consistently placing DHL ahead of competitors across key loyalty and relationship metrics.

Our innovations extended to infrastructure as well. In 2025, we deployed a cloud-based Contact Center as a Service (CcaaS) system, transforming customer connectivity through omnichannel capabilities, improved call routing, and real-time analytics. We also achieved re-certification as a Center of Excellence with outstanding ratings, confirming our adherence to global best practices and operational excellence.

This customer-centric mindset translated into exceptional business outcomes: Year-over-Year Revenue Growth of 9% and Shipment Growth of 27%. Our Key Account Development team contributed significantly by nurturing strategic customer relationships that represent over 75% of revenue. While networks can be replicated, our greatest differentiator-our people-cannot. Their passion, diversity, and commitment enable DHL Customer Service to move from good to great and set new benchmarks for the industry.