Motivated People Delivered Great Service Quality

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 team: history and past performance (up to 1,250 characters):

The DHL Express Vietnam Customer Care Team consists of 22 dedicated professionals organized into four teams, led by 2 Supervisors and 1 Manager. Our Tracing, Claim, and Complaint teams handle customer issues during service incidents. The Tracing team tracks undelivered, returned, misrouted, delayed, lost, and damaged shipments. The Claims and Complaints team ensures quick resolutions to meet customer needs. Additionally, our Key Account Desk manages shipment delays, while the Remote Booking Desk prevents pick-up issues.

Since its start, the team has consistently delivered high service quality, achieving zero daily red performance and exceeding all key performance indicators. We respond quickly and maintain high quality in every interaction.

We are proud to have won the international Stevie Award 8 times for Back Office Customer Service Team of the Year, including 6 Gold and 2 Silver awards. Our commitment to excellence is shown in customer feedback, with 2,492 out of 3,239 responses rating us 9 or 10. Our ICCC tracker is currently at 78, 5 points ahead of our closest competitor. We also maintain an average customer retention rate of 35.4%, well above the logistics industry average of 20%.

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

In 2025, DHL Express Vietnam faced challenges like global trade disruptions, rising costs, changing regulations, geopolitical tensions, US tariff changes, and local customs updates. YTDSep25, our Total volume rose by 40% to 76,433 vs LY together with request complexity. Requests related to regulatory changes surged by 62% to 6,303, while complaints grew by 102% to 230. We still deliver exceptional performance:

• Motivated Employee: avg. EOS is 98%, peaking at 100% in 2024. Retention rate is at 88.9%, turn over rate minimal at 11.1%, well below Call center benchmark (20 - 35%).
• SPEED Response:
  • 100% emails answered within 8 hours (Target_90%)
  • 100% chats replied within 60 seconds (Target_90%)
  • 99% on-time customer callbacks (Target_90%)
  • 70% requests resolved on the first call
  • 100% claims resolved within 10 days (Target_75%)
  • 100 complaints resolved within 5 days (Target_70%)
  • 84% traces resolved within 3 days (Target_70%)
  • 100% network responded within 4 hours (Target_90%)
  • 100% Straight To The Top requests within 2 hours.
• GREAT Quality: minimized duplication, exceptions and escalations, achieving zero exceptions for claims and complaints. Only 7% of requests took >5 working days to resolve (target:10%), duplicated Trace is 45 cases Top 1 APeC. Quality in Customer Experience sector is 97%, while Business Process Quality score was 94%.
• Delighted Customers: Net Promoter Score (NPS) +11% vs SPLY (78% vs 67%). Total promoters grew by 28.5%, detractors fell by 19%. 78% of customers rated us 9 or 10, and 79.4% customer compliment our Advisor handling.

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):

YTDSep25, our Total volume rose by 40% to 76,433 vs LY together with request complexity. Requests related to regulatory changes surged by 62% to 6,303, while complaints grew by 102% to 230. These achievements are important as they show our effort to meet rapid changes and customer expectations. We have focused on and implemented:

• Investing in Our People: Conducted 533 trainings, + 205% vs LY with 1,322 training hours (up 179%). We granted 13 promotions to 10 staff, recognized 115 awards for 35/38 employees, and held 14 engaging activities, increased 17% vs LY.
• Engaging Our Customers: deployed ICCC+ Medallia help we redesigned the customer journey and improved feedback collection, increased total surveys by 25% to 4,590, leading to a 16.1% rise in responses. We reviewed 100% Detractor and Passive to implemented 17 CX actions to improve service quality and boost satisfaction.
• Unlocking the Future: optimized 10.9 FTEs to proactive support 6176 new customers and launched 62 quality and growth initiatives. YTDSep25 24/7 Digital Assistant quality +0.9% vs. SPLY (96.2% vs 95.2%) with monthly above 95%.
• Simplifying Our Work: We deployed new systems and 7 RPAs, a 133% increase from 2021 and 2022, saving 1.2 FTEs per month. We conducted 8 initiatives each year to improve productivity or cut costs.

Vietnam ranked #1 in APEC across 17 metrics, receiving the Gold Award for 2023 APEC Excellence. In 2025, we proudly hit a record of winning 9 Stevie Awards, including 6 Golds and 3 Silvers.

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):

• Straight to the Top' (STTT) is providing customers with the opportunity to contact Top Management Team directly from our website.
• EOS: Employee Opinion Survey, yearly survey to gather feedback from employees regarding their experiences, engagement, and satisfaction.
• NPS: Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction. It measures the likelihood of customers recommending a company's products or services to others.
• ICCC: Insanely Customer Centric Culture
• SPARK is a cloud-based case management tool to improve and streamline our case management processes. It focuses on enhancing customer satisfaction and user experience by providing a unified and efficient approach to managing customer interactions, cases, and tasks.
• CCaas: Contact Center as a Service delivers cloud-based contact center solutions that simplify operations, unify communication channels, and leverage AI for smarter customer interactions.
• RPA: Robotic Process Automation
• GOS Target: Jul23-Jul24: 90%, Aug24-Now: 80%.

Program and initiatives are attached along as supporting materials for more detail.