Taking Customer Experience to The Next Level

DHL Express Vietnam is the local branch of DHL Express, a global leader in international express shipping and logistics. Operating in Vietnam since 1988, DHL Express Vietnam provides fast, reliable, and secure door-to-door courier services across more than 220 countries and territories. With a strong presence in Ho Chi Minh City and other major hubs, the company offers tailored logistics solutions.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

DHL has been operating in Vietnam for 37 years, handling about 14,4K shipments daily. Our Customer Service team is committed to a customer-centric approach, embodying our mission, "Connecting People, Improving Lives." We place customer at the heart of everything we do, ensuring that our interactions are Knowledgeable, Polite, and Helpful. Our dedication to satisfy customer drives us to deliver great service quality.

Continuous improvement guides our efforts to boost the customer experience through "See It, Sort It, Fix It" approach, which captures feedback, identifies areas for improvement, and implements needed changes.

As a result, DHL Express Vietnam becomes a market leader with 55% market share. Our loyal customer base grew by 5.1% YoY for active customers without MCA. We received numerous international awards, including 61 Stevie Awards, 5 Best in Biz awards, 8 Contact Center World awards, and 7 Golden Dragon awards. Our YTDQ225 ICCC Index is 78, 5 points ahead of our competitor, and we proudly received the Stevie Gold Award for excellence in customer experience in 2025.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

We focus on enhancing customer centricity by leveraging feedback through our VOICE program. This helps us turn customer insights into actionable improvements, which is vital for improving customer experience and ensuring sustainable business growth.

Winning customer heart is one of the most significant achievement:

• YTDSep25 NPS score increased 9% vs SPLY (83% vs 74%). This improvement spans all touchpoints: Service Inquiries increased by 8% (87% vs. 79%), Booking by 7% (91% vs. 84%), Track and Trace by 12% (80% vs. 86%), and Claims and Complaints by 9% (59% vs. 50%). Additionally, 83.9% of customers reported being satisfied with the support from our Advisors.
• ICCC Index Q2_25 is 79 and 4 points ahead competitors.
• Mystery Shopper program indicates YTDSep25 DHL's overall quality_95.6% vs. competitor_ 55.9%.
• Customer retention rate at 36.3% increased 1.3% vs 2023.

By consistently deliver on our promises with high-quality service levels:

• 93% of calls answered within 15 seconds (target: 85%)
• 100% of emails responded to within 8 hours (target: 90%)
• 99% of chat responses provided within 60 seconds (target: 90%)
• 99% of customer callbacks made on time (target: 90%)
• 100% of network requests addressed within 4 hours (target: 90%)
• 86% of trace requests resolved within 3 days (target: 70%)
• 100% of complaints handled within 5 days (target: 80%)
• 100% of claims processed within 10 days (target: 75%)
• 97% Customer Experience Quality (target: 90%)
• 94% Business Process Quality (target: 90%)
• Our upselling rate reached 118%, generating an average of 658 sales leads per month with a 30% qualification rate (target: 21.7%).

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

As a Provider of Choice, putting the customer at the heart of everything we do become a set of mind. We enable that multiple actions to ensure delivering exceptional customer experience through customer-centricity, digital innovation, and quality taking CX to the next level. YTD Sep 25. we have:

Investing In Our People:

• Deployed interactive, scenario-based training system - Customer Service Academy, resulting in
• Conducted 533 training sessions (+205%) and 1,322 training hours (+179%) compared to the same period last year.
• Awarded 13 promotions to 10 staff members and recognized 115 awards for 35 out of 38 employees.
• Organized 16 engaging activities (+33% vs. last year).
• Closed with team: Keep communication through various channels at daily, weekly and monthly.

Engaging Our Customers:

• Gain more customer feedback by increasing total survey by 25% (4590 vs. 3684), result in a 16.1% rise in responses.
• Involved text analytic and reviewed 100% Detractor and Passive to deep dive customer needs
• Implemented 17 CX actions to enhance service quality, boost customer satisfaction.

Unlocking The Future:

• Arrange workload and optimized 10.9 FTEs to proactive support 6176 new customers
• Launched 62 initiative that focus on quality and growth.
• Offered toll-free Call center, Email, Chat and
• Offered 24/7 Digital Assistant with monthly review response quality to achieved YTDSep25 quality, +0.9% vs. SPLY (96.2% vs. 95.2%) with monthly above 95%.

Simplifying Our Work: deployed new systems & 7 RPAs, +133% vs 2021&2022, saving 1.2 FTEs/month. Conducted 8 initiatives/year improving productivity or reducing costs.

As a results, Vietnam ranked #1 in APEC across 17 metrics, receiving the Gold Award for 2023 APEC Excellence, In 2025 proudly hit record for winning 9 Stevie's Award with 6 golds, 3 Silvers, +125% vs LY.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

• EOS: Employee Opinion Survey, yearly survey to gather feedback from employees regarding their experiences, engagement, and satisfaction.
• ICCC Tracker: 3rd party survey - gauging customers' opinion of DHL vs. competitors
• GenAI is an advanced AI assistant for DHL Group employees, powered by the GPT-4 Omni model. It provides accurate, publicly available information to support various job-related queries, enhancing productivity and streamlining workflows. Whether for general knowledge or specific work-related questions.
• CS Chat Analytics Tool: enhances customer service by leveraging real-time data insights from chat interactions. It captures and analyzes chat data, providing actionable insights to improve customer experiences, optimize operations, and boost employee performance.
• SPARK: cloud-based case management tool, improve and streamline case management processes. Focus on enhancing customer satisfaction and user experience by a unified and efficient approach to managing customer interactions, cases, and tasks.
• CCaas delivers cloud-based contact center solutions that simplify operations, unify communication channels, and leverage AI for smarter customer interactions.
• CS academy: seamless learning environment with one portal. Key features include: revamped CS induction, transitioning and upskilling using CIS and 1st Choice toolkits, gamification, and a unified portal for training, feedback, coaching, and performance dialogues.
• NPS: Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction. Promoter ( Score 9&10), Passive (Score 7&8), Detractor (<7).
• RPA: Robotic Process Automation.
• GOS Target: Jul23 - Jul24: 90%, Aug24 - Now: 80%.

Attached are programs and initiatives that provide additional details and support for the claims made in this nomination.