Paris, 20 November 2020 – On Thursday 19 November, the Customer Service of the Year Awards (ESCDA) presented the winners of its 14th annual awards, which showcase best practices in customer relations and customer experience. Over the years, this ranking has become a real point of reference for companies and consumers. DPD France, the specialist in transport of parcels weighing up to 30kg, was awarded its first ever “2021 Customer Service of the Year” award in the “Mail and parcel distribution” category.
E-commerce accounts for a steadily growing share of purchases made by people in France. Behind this boom is a period of strong growth in the highly competitive transport sector, heightened by the current season, which brings with it a need for continuous improvement of the customer experience.
A management team dedicated to delivering excellent customer relations at DPD France
Three years ago, the company created a new Customer Relations Department, headed by Nathalie Nahmias. Since then, a lot of work has been done: DPD has professionalised the calls and email processing systems, implemented self-care tools (FAQ and chatbot) and created the organisational structure of this new department, as well as creating several Regional Customer Service Manager positions.
Finally, with the aim of improving their skills to better meet customer expectations, the teams have benefited from substantial support, including seminars, the creation of a customer relations guide and access to regular training sessions.
An extraordinary commitment
Against the backdrop of extraordinary circumstances linked to the current health crisis, volumes are spiking sharply, requiring an increased mobilisation of resources. At DPD France, the teams are fully committed to ensuring a simple, smooth and efficient relationship with their customers.
“The customer is key to what we do and what we value; they are the central focus of our projects and investments. And around them, taking care of them, supporting them, safeguarding them and simplifying their experience, is DPD France”. Georges Kipiani, Chairman of the Management Board at DPD France.
Continuous analysis for improved customer service
Each week, several thousand surveys are sent out to the consignees of parcels delivered by DPD France, asking them about their level of satisfaction with their delivery experience and their contact with customer service. The company also relies on listening to customer calls to continuously improve the experience delivered on a daily basis. As for shippers, an annual survey gathers their opinions on the products and services they expect to see, as well as their relationship with their dedicated sales representative and their local customer service team.
“In my opinion, it’s essential that the teams have access to this customer feedback. This analysis allows us to never lose sight of the fact that we’re working towards one goal: customer satisfaction. It’s about putting the company culture into practice, repeating it every day so that it sets in, becomes a daily reality… and one that our customers experience! I’d like to take this opportunity to thank all the teams who manage our customer relations with our shipping and consignee customers. It’s thanks to their dedication each day that we’ve received this award.” Nathalie Nahmias, Director of Customer Relations at DPD France.
 BVA Study – Viséo CI – More information at escda.fr
About DPD France
Created 25 years ago in France, DPD France is part of DPDgroup, GeoPost’s international parcel delivery network, the European market leader and a subsidiary of Groupe La Poste.
Working for businesses, DPD France is supported by a network of 58 depots and 5 sorting hubs nationwide, operated by more than 2,300 employees who handle and deliver more than 320,000 parcels across France every day. With its DPD CLASSIC Europe and DPD CLASSIC Intercontinental service offerings, DPD France also enables its customers to develop their export business by relying on the strength and quality of the DPDgroup network.
To support its customers, DPD France has 3 major assets: a strong geographical closeness, thanks to sales and customer service teams based in each of its 58 depots, its DPD Out-of-home pickup service with its 6,000 partner Pickup points across France, and the Predict interactive delivery service, which allows consignees to rearrange their delivery to suit their needs and personal commitments.
In 2019, DPD France delivered more than 82 million parcels.
Find out more at www.dpd.fr