Improving delivery performance allows us to achieve
- higher conversion, as customers respond positively to faster expected delivery times
- a better customer experience through quicker and more reliable shipping
- stronger overall marketplace competitiveness in the smartphone category
- higher customer satisfaction and retention
The objective is therefore not to change carriers for all sellers by default, but to ensure that all smartphone shipments to Germany can support a reliable 2-day promise.
Why is DHL Express our preferred carrier?
Using DHL Express does not only help meet the new delivery requirement - it also delivers measurable commercial and operational benefits for sellers:
- Higher shipping speed and reliability, reducing refund rates by 2 percentage points on average versus average carrier setups
- 50–70% lower damage and loss rates
- Transport-related ticket rates reduced by 2 percentage points
- 5–6% higher conversion due to more competitive delivery promises
- Average customer happiness (NPS) is 5 percentage points higher than with the second-best carrier