MTA 2021 Customer care winner

Kevin Buchanan, CEO of Pall-Ex Group (second right), presents the award to a very happy DPD UK with host Alexander Armstrong (far left)

DPD has won the Customer Care Award six times in the last seven years and one judge of this year’s award said: “This entry demonstrates breath-taking attention to detail, and a winning combination of dedication and innovation”.

DPD is now the UK’s top domestic B2C parcels carrier, more than doubling turnover since 2015 by establishing itself as the go-to choice for retailers who value a personalised home delivery experience. Its 22,000-strong team now delivers over 350 million parcels a year for 7,500 clients.

A huge surge in online shopping saw volumes leap 55% within 10 days of the start of the lockdown in March 2020. By the end of year, the equivalent of three-and-a-half years’ projected growth had hit the company in just nine months.

To adapt to this huge surge while maintaining optimum levels of customer care it put in place four initiatives: It activated the Intelligent Operations Centre – DPD’s ‘mission control’ for handling a crisis; it developed Quantum, a new ‘continuous wave’ operation to squeeze capacity out of existing depots; it enhanced its consumer app, inviting consumers to rate their drivers; and it measured and motivated site managers to deliver the best possible customer experience.

The app’s ‘Rate my Driver’ function generated 1.5m thumbs up in the first three months after its launch in October 2020 – and just 8,700 thumbs down. Although this only represents 0.58% of feedback, each negative vote is thoroughly investigated.

DPD recorded its best ever Net Promoter Score of 70%, achieved record high service levels of 99.9% and topped the MoneySavingExpert carrier poll for the eighth year running. Our judges were particular impressed with DPD’s Executive Sponsorship Programme, which sees each of the 10 senior management team aligned with 10 different customers. This ensures their voice is represented in the boardroom by visits to each one at least twice a year.

"We are delighted to win the Customer Care award. To top this prestigious category for the fifth time in six years is, above all, a fitting tribute to all our people on the frontline who went above and beyond for our customers throughout the pandemic”

Tim Jones, director of marketing, communications and sustainability, DPDgroup UK