DHL Express wins Special Award (Promotion of VOC Activities) in Best Customer Support 2024

Highly evaluated for results achieved by enhanced Voice of the Customer (VOC) activities, including expanding collection channels, shortening the VOC-checking cycle from a quarterly to a daily basis, and improving the VOC analysis system

DHL Express, the world’s leading international express service provider, has received the Special Award (Promotion of VOC Activities) in 2024 Best Customer Support award, organized by the Japan Institute of Information Technology.

The Japan Institute of Information Technology rated DHL’s efforts  to improve service quality highly, as they expanded channels for collecting customer feedback, shortened the VOC-checking cycle from a quarterly to a daily basis, and strengthened the VOC analysis system.

Tony Khan, President and Representative Director of DHL Express Japan said, "As the market leader in the international express industry, we have been united in pursuit of "Insanely Customer Centric Culture (ICCC)”. We are very proud that our tireless efforts to ensure the best in class customer service have resulted in this award”.

The Special award recognizes DHL’s initiatives to strengthen its VOC collection, verification, and analysis system in its efforts to respond to customer requests in a better and more timely manner. With this, the company achieved improved customer service quality and customer satisfaction.

DHL can now collect almost ten-fold as many VOCs per day as compared to the previous average, through a complete review of the past VOC activities and expansion of the customer journey and channels in the collection process to solve the issues identified. In addition, DHL shortened the VOC-checking cycle from three months to daily. It also made the VOC analysis more multifaceted by incorporating customer experience, text analysis, and enabling the data checking by date or time period. As a result, DHL sped up and refined improvement actions for customers achieving an increase in NPS (Net Promoter Score), one of the customer loyalty indicators. It also benefited the employees as they can now check the VOCs, especially the appreciation message from customers.

This is the tenth time DHL 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, 2022), the Management Contribution Award (2012), the Special Award (2014, 2023), and the Encouragement Award (2015).

The award ceremony will be held on September 12, 2024 at the 27th Annual Customer Support Symposium in Minato-ku, Tokyo. Companies, including insurance, communication service companies and DHL Japan, are scheduled to receive awards at the event.