Press release
Direct feedback from consignees: DPD
launches online rating system and digital tips
for delivery personnel
• Rating parcel deliveries enables consignees to provide direct online feedback on
DPD's delivery service
• Consignee feedback is essential to the targeted development of future services and
maintaining premium quality
• DPD's overall performance is evaluated, not just the individual delivery
• Digital tipping function makes it possible for consignees to express appreciation of
delivery personnel
Aschaffenburg, 25 November 2015 – International parcel and express service
provider DPD is now offering consignees the possibility of posting immediate
feedback online on the service experience with DPD. In addition, if they are
especially satisfied with the delivery, consignees will in future be able to give the
DPD driver a digital tip via PayPal. The new functions will be available from 26
November, and can also be used independently of each other. Within the parcels
industry they offer a unique digital service which benefits both consignees and
delivery staff. In for the very first time transferring to parcel shipping a number of
features which are a tried-and-tested part of the online world, DPD is once more
demonstrating its innovation leadership and adding to its existing wide range of
services for the digitalisation of parcel shipping – such as its 'Live-Tracking' system
and the notification of a one-hour delivery time window.
Rating the experience immediately after a service has been provided is now no longer only
possible when you order a taxi, have a pizza delivered or make a hotel booking. With
immediate effect parcel and express service provider DPD is also making available such a
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digital feedback channel for the consignees to whom the company delivers parcels. The
aim is to receive direct feedback from these consignees about their experience with the
service performance in the form of ratings, and to then use this feedback in order to align
the company's services even closer with the wishes and requirements of the customer.
After taking delivery of a parcel consignees can now provide a direct rating of DPD's
service performance, either in the DPD app or at www.paketnavigator.de. In the process
they rate not just their delivery experience at the front door, but DPD's service performance
as a whole. Consignees can award from 1 to 5 stars for the service. In addition, if the
maximum number of stars they award is only 1 or 2, they also have the possibility of
specifying in concrete terms which aspect of the service they are dissatisfied with.
Direct feedback has inestimable value
This type of systematic consignee feedback is analysed and evaluated in anonymised form
and enables DPD to ensure quality on a lasting basis and to optimise its premium service in
a targeted way. "We aim to align ourselves even more closely with the consignee,"
comments Michael Knaupe, Director Products & Services National at DPD Germany. "This
direct feedback has inestimable value for us. And with the simultaneous launch of the
tipping function we are even going one step further. We're giving our delivery personnel the
possibility of being rewarded in the form of consignee appreciation. This is richly deserved
because they do a tremendous job every day, especially in the run-up to Christmas!"
Digital tips can be given after a successful delivery
The tipping function means that on receipt of a parcel, consignees have a direct and
uncomplicated way of rewarding good service. As soon as the parcel has been successfully
delivered, the consignee can give the relevant delivery driver an online tip. The requirement
for this is that the driver has registered for the tipping function with a PayPal account. The
delivery personnel decide themselves whether they wish to take advantage of this
possibility or not. As with the service rating, consignees are informed either at
www.paketnavigator.de or on the DPD app about the possibility of awarding a digital tip.
Parcel consignees are, as a rule, online shoppers who are highly familiar with the Internet.
The new digital service rating and tipping options are therefore very much in line with their
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customary media use habits. Both innovations will now become a smooth and intuitive part
of the overall shopping experience which DPD accompanies seamlessly - all the way from
dispatch to delivery – with services such as online tracking, a wide range of options for
redirecting and managing parcels, and information provided by push emails in the app.
Photo: Direct feedback and a digital tip as a sign of satisfaction. With these functions DPD
is once more playing a pioneering role in parcel shipping.
Photo available in print quality at https://www.dpd.com/de/Home/Ueber-DPD/PresseCenter/Pressemitteilungen.
About DPD
DPD Germany is part of DPDgroup, the second-largest international parcel delivery
network in Europe. Throughout Germany DPD has 76 depots and 6,000 Pickup
parcelshops. A workforce of 8,000 and 9,000 delivery drivers are in daily operation on
behalf of the company’s customers. Every year the No. 2 on the German parcels market
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ships around 320 million parcels – providing carbon-neutral transport operations at no
additional cost to the customer.
Through innovative technology, local knowledge and dedicated customer care, DPD
provides the best possible experience for both shippers and shoppers. DPD’s industryleading Predict service is setting a new standard for keeping customers closely in touch
with their delivery, with real time tracking of their delivery, a one-hour delivery window and a
range of options for redirecting parcels. In recognition of this innovation DPD received the
Digital Transformation Award 2015.
As part of DPDgroup, DPD Germany has access to over 22,000 local Pickup points across
Europe, and delivers to 230 countries worldwide. DPDgroup’s 24,000 people work together
to deliver over 3 million parcels each day. DPDgroup is the parcel delivery network of
GeoPost, a holding company owned by Le Groupe La Poste, which posted sales of €4.9
billion in the year 2014.
Press contact
DPD Dynamic Parcel Distribution GmbH & Co. KG
Frank Vergien
PR Officer
Wailandtstraße 1
63741 Aschaffenburg
Tel.: 06021 843-120
Aktuelle Nachrichten und Hintergrundinformationen:
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