TNT’s objective is to offer its customers excellent service. To achieve this, we adhere to a number of strict quality standards. Our customer management approach is fully aligned with the ISO 9001 standard. This sets standards for continuous quality improvement on the entity level, challenging all our entities regarding the service and quality they provide, and allows for a customised approach to implement improvements.

TNT strives to know and understand its customers as well as possible – what they value, their needs and preferences – and to respond to them with tailored products and services. TNT believes that this approach delivers a sustainable competitive advantage as no competitor can replicate the insight and knowledge that TNT has of its customers.

TNT aims to exceed the expectations of its customers by providing distinctive levels of customer care. TNT strives to treat its customers in a friendly and professional manner at all points of contact and is focused on improvement wherever possible. Customer needs and levels of satisfaction are therefore identified through regular contact and structured surveys and TNT takes action on their feedback. TNT encourages all its staff to go the extra mile in their dealings with customers, knowing that providing exceptional service will allow TNT to become distinctive in the market and further improve customer satisfaction and loyalty.

One of our customers’ main concerns regarding our operations is our environmental impact. To address this within our Mail division, we have developed the option of ‘CO2-neutral’ postage for our corporate clients and a website on which they can determine the emissions required to send their consignments.

Our Express division has identified an increase in requests from customers asking for their CO2 impact per consignment, per route and their total CO2 emissions. By means of our Count Carbon initiative, part of our Planet Me programme, we aim to provide transparent information on the carbon impact of customers’ shipments.

ISO 9001 certification

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ISO 9001 certification ▲ GRI indicator: PR 3 & PR 5
Percentage of total FTEs working in certified sites 2005 2006 20071
Mail 85% 80% 80%
Express 71% 80% 99%
TNT 77% 80% 90%
  • 1 – Excluding major acquisitions.

Within Mail the following additional four entities achieved certification to ISO 9001 in 2007: Cendris Customer Information, EMN Netwerk VSP, EMN Czech Republic and EMN Slovakia.

Within Express the following 14 entities achieved ISO 9001 certification in 2007: Bulgaria, Document Services Mauritius, Document Services UK, Express ICS, Fashion Netherlands, India, Indonesia, Ireland, Jordan, Pan Air, Romania, Singapore, Slovenia and Taiwan. In Mercúrio, 9% of the FTEs are certified according to ISO 9001.

TNT Group Head Office also obtained the ISO 9001 certificate in 2007.

Customer satisfaction

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Satisfied customers GRI indicator: PR 5
Percentage of satisfied or very satisfied customers 20051 2006 ▲ 2007
Mail 89% 90%2 89%2
Express 89% 89% 90%3
TNT 89% 89% 90%3
  • 1 – Based on the number of FTEs in ISO 9001-certified sites.
  • 2 – Based on the customer satisfaction survey of small and medium enterprises in Mail Netherlands.
  • 3 – Excluding major acquisitions.
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On-time delivery GRI indicator: PR 5
Percentage of consignments delivered on time 2005 2006 2007
Mail1 96.6% 96.6% 96.4%2
Express3 91.0% 90.7% 90.0%
  • 1 – Figures only valid for Mail Netherlands.
  • 2 – Figure to be finalised after publication of this report.
  • 3 – Figures refer to the international deliveries of Express.

In Mail Netherlands, we delivered 96.4% of mail within 24 hours. In Express, the international on-time delivery performance was 90.0%, 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.