Certification
TÜV NORD CERT confirms customer satisfaction
The customer service area of Hermes Logistik Deutschland GmbH has been certified by TÜV NORD CERT for the first time according to the "Certified Customer Satisfaction" criteria. The certificate was issued to the call centre of the logistics company, located in Hamburg, which achieved the grade of "GOOD". A scientifically-based and meaningful customer survey, whose results were analysed with the greatest precision, formed the basis for the assessment.
Hermes Logistik Gruppe Deutschland (HLGD) is one of the most successful European logistics companies and has grown into the largest parcel delivery service in Europe working independently of the postal services. Parcels are delivered to private individuals from other individuals or from companies. Hermes has developed the largest parcel acceptance network in Germany in the form of 14,000 "parcel shops".
The fact that the company has grown so successfully already implies that customers are satisfied with the services provided. At the end of 2009, TÜV NORD CERT performed a large-scale customer survey among Hermes customers, using both personal and telephone interviews. The result: the company achieved a higher level than was needed in order to be assessed as "GOOD". The NET Promotor score, obtained by asking customers the question “How likely is it that you would recommend our company to a friend or colleague?” on a 0 to 10 rating scale was the net recommendation more than the 35 per cent required.
The customer service area of HLGD is now allowed to display the "Certified Customer Satisfaction" seal of approval as a sign of its active customer focus. Surveillance audits will be carried out at Hermes each year in future to ensure that the company maintains the standards necessary for use of the seal. The certificate itself was officially presented on 11 February.
About the TÜV NORD Group
"Making our World Safer": The TÜV NORD Group (www.tuev-nord.de) is one of the largest technical ser-vice providers in the whole of Germany - and the top provider in the north. The group employs a workforce of over 8,500, including more than 6,700 with a technical or scientific background. The Group also operates in over 70 countries in Europe, Asia, Africa, and the Americas, owing its leading market position to its technical compe-tence and a broad range of advisory, service, and testing activities. TÜV NORD Group operates in the areas of Mobility, Industrial Services, International, Natural Re-sources and also Training and Human Resources.
TÜV NORD CERT (www.tuev-nord-cert.de) with a work-force of 250 in Germany alone, is the expert organisation for all matters relating to inspection and certification of systems, products and personnel. Employees of the TÜV NORD Group work in these areas at over 40 loca-tions all over the world.
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