Outstanding customer service is often critical when customers make a choice for a particular company – and when they stay with that company and become long term customers. This is why Hermes makes a special effort to optimally serve its clients. This outstanding service has been repeatedly confirmed by independent testing institutes and customer surveys.
These include, for example:
Since the turn of the millennium, Stiftung Warentest, an independent and government-funded consumer organisation, has conducted three comparison tests of German parcel services. In 2014, Hermes was a test winner in the area of service and quality for the third time in a row – following up on similar wins in 2004 and 2010. It scored highest in the categories “reliability in processing and delivery times” as well as “comfort in placing orders, payment and tracking shipments”.
For the first time, the 2014 test also included a CSR test on sustainability standards in parcel services. Hermes took respectable second place with a grade of satisfactory. Only two parcel services participated in the test at all.
Hermes customer service processes about 4.5 million customer inquiries from all communications channels and customer segments every year. Already back in 2010, TÜV Nord certified Hermes for its telephone customer service and attested to its especially high level of customer focus and service orientation. In 2013, the Hermes Logistik Gruppe Deutschland (HLGD) established a quality management system in its customer service operations that is based on international standards. This resulted in many different innovations that eventually led to special recognition from TÜV Süd. This makes Hermes the logistics industry’s first courier, express and parcel service provider that can boast of holding dual ISO9001 and EN15838 certification from TÜV SÜD for its customer service operations for private and commercial customers.
Hermes was also a three-time winner in a broad-based customer study. Every year, the Goethe University Frankfurt, the Berlin newspaper Die Welt and the Cologne analyst and consulting company ServiceValue crown the service champion. About 1 million customer evaluations of more than 1500 companies are evaluated to determine the winner. As in 2012 and 2013, in 2014 Hermes took home the top spot and the gold medal.
Hermes has already voluntarily submitted to customer satisfaction evaluations by TÜV Saarland. In the course of these evaluations, the organisation of technical experts, which focuses on services outside the more traditional fields of business, interviewed 2,500 customers who had sent parcels with Hermes. Hermes achieved outstanding scores for delivering packages, the proximity of the nearest ParcelShop, value for money, the creation of an online shipping label and shipment tracking. The overall result was “good”. This was also the third time this ranking had been achieved.
The two-person handling offered by Hermes Einrichtungs Services (HES) has been awarded the best possible mark a total of four times.Following similar scores in 2007, 2009 and 2012, the institute again awarded the top ranking in furniture and large appliance distribution to HES, which makes deliveries to about 4 million households annually and also installs electrical appliances and assembles furniture upon request. TÜV Saarland came to this conclusion after evaluating feedback from more than 1700 customers, 96 percent of whom unreservedly recommended the delivery service.
Returns are a feature of mail-order retailing and their volume significantly grew as a result of the e-commerce boom. Due to its high degree of automation and exceptional speed, the automatic returns facility in Hermes Fulfilment’s Haldensleben warehouse received the innovation award from the Association of German Engineers (VDI) for the first time. The maintenance concept, which makes it possible to bring the facility up to date with the most modern developments once a yearwithout interrupting operations, received special praise.