DHL WINS BEST CUSTOMER SUPPORT 2022 AWARD FOR EXCELLENCE

DHL Express, the world’s leading international express service provider, has received the Award for Excellence in the Best Customer Support for FY2022 (23rd period), organized by the Japan Institute of Information Technology. This is the eighth time DHL Japan has received an award from the organization, beginning with the Contact Center Excellence Award in 2007, followed by the Award for Excellence (2011, 2013, 2021), the Management Contribution Award (2012), the Special Award (2014), and the Encouragement Award (2015).

Tony Khan, President and Representative Director of DHL Express Japan said, "Our Insanely Customer Centric Culture has always been one of the most important core values determining our brand strength. We are very pleased to receive the award in recognition of our continuous efforts of frontline initiatives for our pursuit of excellent service quality despite the ongoing severe challenges for global logistics, such as the pandemic and unsettled international situation."

DHL Express Japan received the Award for Excellence for the content and process of the initiatives to improve employee engagement, which resulted in a further increase in employee satisfaction and an enhanced contribution to management. With strict restrictions and high volume due to the pandemic, frontline members led many new initiatives including “CS Week”, internal contests and other activities to keep employees engaged with operations and the company. DHL Express Japan also made efforts to make the workplace safer.

As a result, the company's employee engagement level and NPS score (customer satisfaction rating) for FY2021 were the highest ever since the survey began. The company also achieved the highest ever score for "quality of information on potential new customers" and "sales rate of value-added services," which the company measures as an indicator of management contribution.

The award ceremony will be held on September 15, 2022 at the 25th Annual Customer Support Symposium in Minato-ku, Tokyo. Ten companies, including some major pharmaceutical, insurance companies and DHL Japan, are scheduled to receive awards at the event. For more information, please visit the Japan Institute of Information Technology’s website (https://jiit.or.jp/awards/cs/).