Quality management and high customer satisfaction

Customer satisfaction is our top priority and is therefore at the core of our central quality assurance. Our goal is to make all customers feel that they play the most important role in our company. We offer our clients the greatest possible support in order to delight end customers, enabling both them and us to operate successfully in the market. To provide you and your customers with an outstanding experience of excellent services and service, we implement a variety of measures to ensure high quality.

Net Promoter Score (NPS): Excellent!

“We deliver enthusiasm” – this is our high standard and customer promise. The Net Promoter Score (NPS) serves as an objective measure of customer satisfaction and willingness to recommend. This indicator allows us not only to fulfill our daily promise to our shippers and end customers but also to continuously surpass it through ongoing improvements. The Hermes Einrichtungs Service achieves an NPS of +68 to +70 – Note: excellent! For comparison, the global average NPS in the logistics industry was +29 in 2020 – on a scale of -100 to +100.

We set new quality standards

We think about quality holistically. The guarantee for our consistently high and uniform processing quality is a sophisticated and detailed quality management system that covers all process stages – from the depot to the HUB to transportation. Our quality guidelines and requirements go far beyond ISO certifications. Speaking of processes, our service coaches are trained multipliers for service quality who support colleagues at each depot location, contributing to continuous process optimization.

Training center, learning platform, and language learning app

Our most valuable asset is our employees. With their high motivation, satisfaction, knowledge, and sense of responsibility, they contribute significantly to our success. Therefore, we see it as our duty to create the conditions for maintaining and constantly improving this knowledge and sense of responsibility at a high level. The Hermes Einrichtungs Service implements a range of targeted training and development measures to train and further develop employees.

For example, the learning platform “Global Teach,” developed in cooperation with Swiss Teach, provides employees of HES depot partners with access to training content through structured learning paths and video tutorials.

Another example is the “Sprachler-App,” developed to overcome language barriers and improve service outcomes. The app offers vocabulary and dialogue training in 7 languages and was created in collaboration with Babble.

At our headquarters in Löhne, we have a training center where we offer our employees a wide range of professional training programs tailored to the various service areas of the Hermes Einrichtungs Service. Whether it’s the qualified execution of electrical installations, the expert assembly of furniture, or the proper adjustment of TV sets – our training center is the hub for competence and expertise. In addition, our delivery teams are required to participate in regular training sessions on friendliness and safety.

Quality Report for Clients

The Quality Report provides a monthly summary of the key metrics in our collaboration. The report can be customized to your needs and provides you with a clear overview of the following information: Monthly volumes Transit times Services provided Adherence to deadlines This way, we always have a clear view of the quality of the delivery and all services in our collaboration.

We deliver enthusiasm

We specialize in providing our clients with high-quality, reliable, and efficient solutions in the field of 2-person handling. Our experienced teams ensure safe and on-time transportation of goods, tailored to individual needs and requirements. We also offer additional services that will delight your customers.

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