Meet the MT Awards 2022 winners - Customer Care Award partnered with Pall-Ex

DPD UK

This is the ninth time in the last 10 years that DPD has picked up this trophy, despite some exceptionally tough completion in 2022.

Last year once again saw DPD maintain a relentless focus on the customer experience, producing excellent feedback from shippers and shoppers alike. In a move designed to increase first-time success and reduce CO2 emissions, the company doubled the size of its Pickup store network in just 12 months, including a ground-breaking deal with the Post Office.

DPD’s new ‘driver rating’ feature provided a new level of insight to customers and helped deal with complaints more efficiently. The company also topped the MoneySavingExpert carrier poll for the 9th year running and recorded its 12th consecutive year of profit growth.

DPD’s goal is to continue to give its customers compelling reasons to stay and that starts with regular and rigorous research to find out what is most important to them. The January 2021 survey of the Top 100 customers found:

■ 94% were ‘very satisfied’ or ‘satisfied’

■ 92% were likely to remain a customer

■ 76% would recommend the company to others.

Perhaps the strongest indicator of customer loyalty towards DPD is that nearly 70% of its Top 100 customers have now been with it for five years or more.

Our judges said DPD had pulled off the trick of “seeing exceptional growth and still achieving customer satisfaction” and “they know their stats, they benchmark them, they get external verification, they get their clients’ feedback and they monitor it – it is client service at aspirational levels”.

One judge added: “Customer care standards have enabled DPD to be at the top of this difficult sector enabling year-on-year growth”; while another said: “The board and executives are obviously committed both to customer service and positioning themselves as the best home delivery operator”.

“It’s absolutely fantastic to win this award and

we’re going to keep trying. Customers are what

it’s all about”

Jonathan Pratt, director of sales and CRM, DPD