Customers tell us we’re doing a really great job

2:20am Thursday 24th July 2008

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THE Worcestershire business-to-business express delivery giant TNT has been given a ringing endorsement by its customers with two top honours at an international awards ceremony.

Based at Hartlebury Trading Estate, Hartlebury, near Stourport-on-Severn, the company picked up two trophies at the annual IFW Freighting Industry Awards – the Oscars of the international transport industry. TNT was presented with awards for Express Operator of the Year and for Customer Care.

The Express Operator category was voted for by customers and TNT’s winning submission outlined 16 new customer-led initiatives the company had put in place in the past 12 months.

The IFW judges said they were particularly impressed with TNT’s ability to put in place so many improvements in the past year which showed “a clear commitment to putting excellence in customer care at the heart of the business” in an express market which continues to outgrow most sectors.

TNT’s Express Operator award – shared jointly with DHL – is also a powerful third-party endorsement from the international express delivery market that the company is delivering on its promises in international markets.

Adrian Avery, Worcester depot general manager, said: “This is a real coup for the business and a clear indication of how we differentiate ourselves from our competitors. It’s particularly gratifying as we had to prove our customer care performance and provide examples of initiatives such as our investment in new software technologies and improved parcel tracking.

“We’ve also achieved outstanding service level performances from contact centre telephone representatives, who field many hundreds of calls every day. To win Express Operator of the Year tops it all because there wasn’t an expert or judge involved with this category. It was simply customers telling us that they think we’re doing a great job.”

TNT collected the award in front of a 650-strong audience, comprising the cream of the UK’s international transportation industry, at a gala presentation dinner which was held at the Honourable Artillery Company in London.