Customer-centric contract logistics solutions
As the world leader in the contract logistics market, our around 168,000 employees help us support more than 1,400 customers in managing their supply chains in over 50 countries. This is our profitable core business, and includes warehousing and transport as well as value-added services such as e-fulfilment, Lead Logistics Partner (LLP), Real Estate Solutions, Service Logistics and packaging solutions for strategic industrial sectors. We also develop innovative and sustainable solutions.
Using innovative technologies and digitalising the supply chain
In the interest of our customers, we are driving standardisation across our processes and tools. Innovative technologies, such as wearable devices and collaborative robotics, are being increasingly scaled across our operations to take us to the next level in efficiency. We are constantly striving to increase speed and agility along the entire supply chain through standardisation and the use of new technologies. In addition, we leverage data analytics to enhance the customer experience and forecast the success of new business. To make us even more agile, we are deploying the technologies shown in the graphic opposite across all regions.
Leading position in contract logistics
The global contract logistics market is estimated at around EUR228 billion. DHL is the global market leader in contract logistics with a market share of 5.9 % (2019) and operations in more than 50 countries.
Impacts of the pandemic
Local lockdown measures in conjunction with global economic restrictions in certain sectors have had a significant impact on the contract logistics market in the year under review. We, too, were confronted with reduced volumes and compulsory temporary site closures, however, our main focus remained the protection of our employees.
Meeting or exceeding our customers’ quality expectations
We continuously build upon our position as a quality leader in contract logistics. Our Operations Management System First Choice ensures that we either meet or exceed our customers' quality expectations and continuously improve. As part of our operations excellence programme, a service quality KPI routinely measures how well our locations meet specified customer requirements. The KPI for the reporting year was at a high level of 95.3%.
Thanks to our systematic follow-up on customer feedback, our scores for customer loyalty and satisfaction, which are calculated as part of our Net Promoter Approach, improved by another 14 percentage points in the year under review.
In addition, we are growing our share of sustainable solutions to meet increased customer demand.