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DHL Express: Delivering an impartial and defensible analysis of the company's reliability

DHL Express, a subsidiary of Deutsche Post, provides courier and express services through a network spanning more than 220 countries and territories and more than 120,000 destinations. The company wanted to gain a clear understanding of how its service compared with that of its competitors in the global express market and establish detailed data to back up its service proposition. 

To achieve this, DHL Express asked PA to develop and deliver a field test that was impartial, accurate and defensible. PA’s track record with DHL Express had shown that we were capable of delivering just such a complex project. 

We set up a global business infrastructure comprising 107 offices worldwide, each of which set up accounts with couriers. The offices subsequently made 60,000 express shipments globally with DHL Express and its key competitors. We captured all data centrally and calculated the associated speed metrics. The results demonstrated that DHL Express is the most reliable express carrier in the world, with particularly good reliability on shipments originating in Asia. 

“PA impressed us with their ability to set up a complex, global project like this in a very short time and the way they conducted the study in a thoroughly professional manner.”

Christophe Dahy, Head of Global Research, DHL

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