According to a survey by parcel delivery network DPD, Switzerland is at the forefront of returns in online retail. Image provided by DPD

DPD presents customer satisfaction barometer

15 May 2024 09:20

Zurich CCGreater Zurich

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Buchs - The DPD parcel delivery network has asked online customers about their level of satisfaction. Swiss respondents in the e-shopper barometer expressed dissatisfaction with delivery services, but also displayed higher expectations in general.

Parcel delivery network DPD has taken part in a European customer survey. According to a press release, online retail is growing steadily in Switzerland. The survey shows that customer satisfaction declined significantly last year compared with pre-Covid, falling from 70 per cent in 2019 to 41 per cent last year. Satisfaction with delivery processes dropped from 79 per cent (2019) to 43 per cent (2023). Customers were particularly critical of the lack of information regarding delivery status and vague delivery windows. They also found the returns process complicated. Switzerland returns the highest number of items in Europe, with four in ten parcels being sent back.

According to the DPD press release, the dissatisfaction expressed by customers is not necessarily attributable to a decline in service quality. Consumers take delivery of 5.2 parcels a month on average, compared with 4.8 parcels at the height of the COVID-19 pandemic.

“Our interpretation is that consumer demands have increased with changes in logistics, digitalization and AI tools,” says Tilmann Schultze, CEO of DPD Switzerland, based in the canton of Zurich. “For parcel delivery services, this means that just-in-time delivery, real-time information about shipments, and a customer-focused pick-up and drop-off infrastructure are expected as a matter of course. At DPD we are investing a great deal into anticipating these trends. Alongside the Customer Relation Award in Zurich and the European Customer Champions title in Berlin, we won the Geopost Excellence Award for our Happiness@DPD AI program in London this year. We are proud of these achievements and they show that we are heading in the right direction.” ce/ww

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Swiss Pavilion Digital