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Our customers
TNT’s objective is to offer its customers excellent service. To achieve this, we adhere to a number of strict quality assurance standards.
Services and service levels are analysed continuously to analysed to define further improvements. Discussions with customers show where and how such improvements are possible. Once we identify a need, services are adapted.
The GRI indicator numbers are shown in the heading of each table.
ISO 9001 certification
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| GRI indicators: PR 8 & PR 2 | |||
| ▲ ISO 9001 certification | FY 2004 | FY 2005 | FY 2006 |
| Percentage of total FTEs working in certified sites | |||
| 83% | 85% | 80% | |
| Express | 69% | 71% | 80% |
| TNT | 76% | 77% | 80% |
Certification according to ISO 9001 is on target. The Express target was restated at 80%, taking into account new acquisitions.
The decline within Mail was due to the significant decrease in the number of employees within the certified part of Mail (Mail Netherlands). At the same time the number of employees within the uncertified part of Mail (European Mail Networks) increased.
Customer satisfaction
In 2006, we invited approximately 300,000 customers to respond to our customer satisfaction survey. Some 19% provided us with feedback.
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| GRI indicator: PR 8 | |||
| satisfied customers | FY 2004* | FY 2005* | FY 2006 |
| Percentage of satisfied or very satisfied customers | |||
| 89% | 89% | 90% | |
| Express | 87% | 89% | 89% |
| TNT | 89% | 89% | 89% |
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TNT has a strong focus on meeting and exceeding customer expectations and we have systems in place to record and resolve customer complaints. We also monitor rigidly our on-time delivery. In Mail Netherlands, we delivered 96.6% of mail within 24 hours. In Express, the global on-time delivery performance was 90.7%, which includes associates, agents and subcontractors. In the Express measurement, failure to deliver on time caused by customers, customs and weather is counted as a TNT failure.
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| GRI indicator: PR 8 | |||
| on-time delivery | FY 2004 | FY 2005 | FY 2006 |
| Percentage of consignments delivered on time | |||
| Mail Netherlands | 96.5% | 96.6% | 96.6%* |
| Express | 92.3% | 91.0% | 90.7% |
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An important driver of customer satisfaction in the express industry is “delivering on-time”. In the first quarter of 2006, TNT Express achieved its highest customer result for “delivering on-time”, since the survey’s inception, with 91% satisfied customers. Customer research is an important source of input for the TNT Express strategy. Annual focus groups come together to gain better insight into customers’ core needs and the main attributes that drive customer satisfaction. Over 300,000 customer loyalty surveys annually measure the TNT Express performance in these areas. Benchmarking interviews with customers of their key competitors, UPS, FedEx and DHL, are also conducted to highlight relative strengths and weaknesses. Customer research findings are then delivered to the business units for tactical improvements while also feeding strategic development through the strategic marketing database.
TNT Express won a ‘European Business Award’ for the most customer-focused company in Europe. TNT Express won this prize in the ‘Customer Focus’ category, which recognises companies that ‘best demonstrate that they have the customer at the heart of their business and deploy and manage their resources to most effectively meet the needs of their customer base’.