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Delivering a superior customer experience

A TNT case study

About TNT

* TNT is a global provider of mail, express delivery and logistics supply chain services. The company employs over 163,000 people in 64 countries and serves over 200 countries.

* TNT is made up of TNT Express and TNT Logistics. The company delivers 3.3 million parcels, documents and pieces of freight a week to over 200 countries using its network of nearly 900 depots, hubs and sorting centers. It operates over 18,000 road vehicles and 43 aircraft and has the biggest door-to-door air and road express delivery infrastructure in Europe.

* For 2003, TNT reported sales of 11.9 billion Euros. It is publicly listed on the stock exchanges of Amsterdam, New York, London and Frankfurt.

The Customer Promise

In 2008 TNT recognized that the increasing expectations of customers meant the business had to make major changes to ensure it could meet their needs. In-depth research showed that customer satisfaction depended not just on the process of delivering the service, but also on how the service was carried out. This resulted in TNT adopting a core strategy focused on delivering a quality customer experience. It developed a two-year program to implement and communicate its Customer Promise to employees and customers.

In order to achieve the levels of process innovation and continuous improvement that the customer focus strategy required, TNT also needed to ensure the capabilities of its people were aligned to this, particularly in delivering a high quality customer experience. A review of new employees to the company showed that only 10% held qualifications above QCF (Qualifications and Credit Framework) level 2, compared to the industry norm of 52% (as identified by Skills for Logistics Research).

* This case study examines how TNT’s Customer Promise reflects its core strategy of customer focus and aligns with its corporate values to influence the organization's culture.

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