DHL eCommerce UK, the logistics company that provides UK and Worldwide parcel delivery, are a company with a purpose: to connect people and improve lives. They turned to Feefo three years ago to help them collect authentic, trustworthy reviews and encapsulate their customers' voices to understand every aspect of their service. DHL have collected over 80,000 reviews with Feefo in the last 12 months alone.
“It’s Feefo’s transparent and independent approach that makes the difference for us at DHL eCommerce UK – they believe honest communication between brand and customer is better for both.”
We spoke to Tracy Hodges, Head of Product, at DHL eCommerce UK about their reasons for turning to Feefo and their recent adoption of our sustainability initiative, Treefo.
How do reviews fit into your brand strategy?
Feefo is an impartial and trusted company which supports us to listen and learn from our customers using reviews and feedback. Feefo only ask verified customers to leave a review, providing genuine insight to help us be customer centric.
How our customers rate and view our service really matters to us. We believe in open and honest communication. We use customer feedback (good or bad) to implement changes across our business, improve the delivery experience or praise the hardworking staff across the country for going that extra mile for customers.
We commit to responding to all customers who leave a review as we recognise the importance of an individual’s experience. If a customer is happy to talk with us about their personal experience, they will receive a call from our dedicated team.
"Delivering excellent quality is our focus. Our customers expect us to get things right the first time, but if things go wrong the resolution should be quick, easy, and supported with empathy. We’ve worked hard to understand our customers’ feedback supported by the data from Feefo. "
You recently signed up for Feefo’s new sustainability initiative, Treefo, which enables brands to fund tree-planting projects for every review they collect. Why do you think it’s important for brands to embrace and reach their ESG targets?
We see Treefo as a complementary activity to the work being undertaken by DHL to achieve our sustainability targets. Treefo enables our customers to directly engage and positively contribute to sustainability, and our goal is to listen and respond to our customers.
Having an ESG program helps boost brand recognition and promotes customer loyalty. Customers care more than ever about what a company does to support sustainability and wider long-term societal and environmental issues.
At DHL, our purpose is to connect people and improve lives. We deliver this by embracing ESG. Our goals are: Environment - Clean operations for climate protection, Social - Great company to work for all, Governance - Highly trusted company.
Congratulations on winning a Gold Trusted Services Award this year! We’re so pleased to recognise your commitment to great service.
We are delighted to have been awarded a Gold Trusted Services Award. Our teams consistently go above and beyond to deliver an exceptional level of service and it is great to be externally recognised for this.
Why does DHL choose Feefo over other review providers?
Millions of shoppers use Feefo to make better buying decisions in their everyday lives and hundreds of brands all over the world use Feefo to get a better idea of what makes their customers tick. It’s Feefo’s transparent and independent approach that makes the difference for us at DHL eCommerce UK – they believe honest communication between the brand and the customer is better for both.
