34
NPS
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DHL
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About DHL's Brand
DHL is the world's leading logistics company present in over 220 countries and territories across the globe. Among its major competitors, DHL is ranked in 1st place for NPS while FedEx is 2nd, and Neovia Logistics is 3rd. Overall, DHL has a neutral social sentiment, when analyzing social media channels and online mentions.
Brand at a Glance
77%
Customer Loyalty
3.9/5
Product Quality
3.8/5
Pricing
3.9/5
Customer Service
DHL CMO
DHL Ranking
- #1 / 4 of its competitors
DHL NPS
DHL's Net Promoter Score (NPS) is a 34 with 59% Promoters, 16% Passives, and 25% Detractors. Net Promoter Score tracks whether DHL's customers would recommend using the product based on a scale of -100 to 100.
DHL Overall NPS
| 59% | Promoters |
|---|---|
| 16% | Passives |
| 25% | Detractors |
DHL NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2025 33 | Feb 2025 | 33 |
Mar 2025 33 | Mar 2025 | 33 |
Apr 2025 33 | Apr 2025 | 33 |
May 2025 32 | May 2025 | 32 |
Jun 2025 32 | Jun 2025 | 32 |
Jul 2025 32 | Jul 2025 | 32 |
Aug 2025 32 | Aug 2025 | 32 |
Sep 2025 32 | Sep 2025 | 32 |
Oct 2025 32 | Oct 2025 | 32 |
Nov 2025 32 | Nov 2025 | 32 |
Dec 2025 32 | Dec 2025 | 32 |
Jan 2026 32 | Jan 2026 | 32 |
How Other Brands Compare
DHL is ranked first for NPS among its competitors. FedEx and Neovia Logistics come in second and third, with TNT coming in at #4.
DHL |  FedEx |  Neovia Logistics |  TNT | |
| Global Ranking | #- | #95 | #- | #- |
| NPS | 34 | 19 | 6 | -36 |
| Social Sentiment Calculated by analyzing social media and other online mentions | Neutral | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $57.73B | - | - |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
DHL NPS by Gender
Female customers rated DHL's NPS 9 points higher than Male customers.
Male
31
DHL's NPS was rated 31 by Male customers on Comparably.
59%
Promoters
13%
Passives
28%
Detractors
Female
40
DHL's NPS was rated 40 by Female customers on Comparably.
61%
Promoters
18%
Passives
21%
Detractors
DHL NPS by Ethnicity
DHL's NPS was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 10 | Caucasian | 10 |
Hispanic or Latino 54 | Hispanic or Latino | 54 |
African American/Black 18 | African American/Black | 18 |
Asian or Pacific Islander 50 | Asian or Pacific Islander | 50 |
Other 22 | Other | 22 |
DHL NPS by Age
DHL's NPS was rated the highest by customers ages 51-55, and the lowest by customers ages 66+.
DHL NPS by Usage
DHL's NPS was rated the highest by customers who have used DHL's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 25 | Less than 1 Year | 25 |
1 to 2 Years 35 | 1 to 2 Years | 35 |
2 to 5 Years 32 | 2 to 5 Years | 32 |
5 to 10 Years 34 | 5 to 10 Years | 34 |
Over 10 Years 22 | Over 10 Years | 22 |
DHL NPS vs. Competitors
Compared to its competitors, DHL's NPS is rated right above FedEx.
| COMPANY | NPS Score | |
|---|---|---|
| DHL | 34 |
| FedEx | 19 |
| Neovia Logistics | 6 |
| TNT | -36 |
DHL Customer Reviews
Out of the 44 DHL customer reviews 34 were positive and 10 were constructive. DHL customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
DHL Customer Loyalty
77%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
77% of DHL users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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DHL Customer Loyalty Score by Gender
Male customers rated DHL's Customer Loyalty score 5% higher than Female customers.
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Male
83%
Yes
Female
78%
Yes
DHL Customer Loyalty Score by Ethnicity
DHL's Customer Loyalty score was rated the highest by Hispanic or Latino customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of DHL.
74
out of 100
Caucasian
88
out of 100
Hispanic or Latino
87
out of 100
African American/Black
84
out of 100
Asian or Pacific Islander
75
out of 100
Other
DHL Customer Loyalty Score by Age
DHL's Customer Loyalty score was rated the highest by customers ages 51-55, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
26-30 80% | 26-30 | 80% |
31-35 84% | 31-35 | 84% |
36-40 84% | 36-40 | 84% |
41-45 85% | 41-45 | 85% |
46-50 70% | 46-50 | 70% |
51-55 100% | 51-55 | 100% |
56-60 85% | 56-60 | 85% |
66+ 82% | 66+ | 82% |
DHL Customer Loyalty Score by Usage
DHL's Customer Loyalty score was rated the highest by customers who have used DHL's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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DHL Customer Loyalty Score by Industry
DHL's Customer Loyalty score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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DHL Customer Loyalty vs. Competitors
Compared to its competitors, DHL's Customer Loyalty score is rated right above FedEx.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| DHL | 77% |
| FedEx | 74% |
| TNT | 70% |
| Neovia Logistics | 63% |
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DHL Product Quality
3.9/5
DHL has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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DHL Product Information
DHL’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Logistics and Supply Chain industry rated DHL's product the highest. Reviewers from the Education industry rated DHL the lowest at 3.6.
- Company Size
- 51-200 Employees
Industry
Logistics and Supply Chain
Quick Insights into DHL Product Quality
DHL's Product Quality score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked DHL Product Quality the Highest
Ranked DHL Product Quality the Lowest
DHL Product Quality Score by Gender
Female customers rated DHL's Product Quality score 0.1 stars higher than Male customers.
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Male
3.8/5
Female
3.9/5
DHL Product Quality Score by Ethnicity
DHL's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
Hispanic or Latino 3.9 | Hispanic or Latino | 3.9 |
African American/Black 4.1 | African American/Black | 4.1 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 3.5 | Other | 3.5 |
DHL Product Quality Score by Age
DHL's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 3.9 | 26-30 | 3.9 |
31-35 4 | 31-35 | 4 |
36-40 4.2 | 36-40 | 4.2 |
41-45 3.3 | 41-45 | 3.3 |
46-50 2.8 | 46-50 | 2.8 |
51-55 4.1 | 51-55 | 4.1 |
56-60 4.1 | 56-60 | 4.1 |
66+ 2.5 | 66+ | 2.5 |
DHL Product Quality Score by Usage
DHL's Product Quality score was rated the highest by customers who have used DHL's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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DHL Product Quality Score by Industry
DHL's Product Quality score was rated the highest by Logistics and Supply Chain industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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DHL Product Quality vs. Competitors
Compared to its competitors, DHL's Product Quality score is rated right above FedEx.
| COMPANY | Product Quality Score | |
|---|---|---|
| DHL | 3.9/5 |
| FedEx | 3.6/5 |
| Neovia Logistics | 3.6/5 |
| TNT | 2.7/5 |
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DHL Pricing
DHL ROI & Value For Money
3.8/5
DHL has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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DHL Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Logistics and Supply Chain industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from DHL.
Quick Insights into DHL ROI
DHL's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked DHL ROI the Highest
Ranked DHL ROI the Lowest
DHL ROI Score by Gender
DHL's ROI score was rated 3.7 by both Female and Male customers on Comparably.
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Male
3.7/5
Female
3.7/5
DHL ROI Score by Ethnicity
DHL's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
Hispanic or Latino 3.6 | Hispanic or Latino | 3.6 |
African American/Black 3.7 | African American/Black | 3.7 |
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Other 3.5 | Other | 3.5 |
DHL ROI Score by Age
DHL's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4 | 18-25 | 4 |
26-30 3.9 | 26-30 | 3.9 |
31-35 3.9 | 31-35 | 3.9 |
36-40 3.7 | 36-40 | 3.7 |
41-45 3.2 | 41-45 | 3.2 |
46-50 2.9 | 46-50 | 2.9 |
51-55 3.8 | 51-55 | 3.8 |
56-60 3.8 | 56-60 | 3.8 |
66+ 2.8 | 66+ | 2.8 |
DHL ROI Score by Usage
DHL's ROI score was rated the highest by customers who have used DHL's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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DHL ROI Score by Industry
DHL's ROI score was rated the highest by Logistics and Supply Chain industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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DHL Pricing vs. Competitors
Compared to its competitors, DHL's ROI score is rated right above FedEx.
| COMPANY | Pricing Score | |
|---|---|---|
| DHL | 3.8/5 |
| FedEx | 3.4/5 |
| Neovia Logistics | 3.4/5 |
| TNT | 2.5/5 |
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DHL Customer Satisfaction (CSAT)
DHL Customer Satisfaction (CSAT) Score
80 / 100
DHL has an overall Customer Satisfaction score of 80 rated by its users and customers.
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Very Satisfied
41%
Satisfied
39%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
3%
Very Dissatisfied
10%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into DHL Customer Satisfaction
DHL's Customer Satisfaction score was rated highest by customers ages 31-35, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked DHL Customer Satisfaction the Highest
Ranked DHL Customer Satisfaction the Lowest
DHL Customer Satisfaction Score by Gender
Female customers rated DHL's Customer Satisfaction score 6 points higher than Male customers.
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76 / 100
MaleVery Satisfied | 36% | |
|---|---|---|
Satisfied | 40% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 5% | |
Very Dissatisfied | 13% |
82 / 100
FemaleVery Satisfied | 52% | |
|---|---|---|
Satisfied | 30% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 3% | |
Very Dissatisfied | 12% |
DHL Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
DHL's Customer Satisfaction (CSAT) score was rated 57% according to Caucasian users and customers.
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57 / 100
Very Satisfied
22%
Satisfied
35%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
0%
Very Dissatisfied
39%
CSAT according to Hispanic or Latino
DHL's Customer Satisfaction (CSAT) score was rated 80% according to Hispanic or Latino users and customers.
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80 / 100
Very Satisfied
33%
Satisfied
47%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
7%
Very Dissatisfied
13%
CSAT according to African American/Black
DHL's Customer Satisfaction (CSAT) score was rated 82% according to African American/Black users and customers.
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82 / 100
Very Satisfied
58%
Satisfied
24%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
0%
Very Dissatisfied
6%
CSAT according to Asian or Pacific Islander
DHL's Customer Satisfaction (CSAT) score was rated 88% according to Asian or Pacific Islander users and customers.
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88 / 100
Very Satisfied
52%
Satisfied
36%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
4%
Very Dissatisfied
4%
CSAT according to Other
DHL's Customer Satisfaction (CSAT) score was rated 73% according to Other users and customers.
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73 / 100
Very Satisfied
30%
Satisfied
43%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
10%
Very Dissatisfied
10%
DHL Customer Satisfaction Score by Age
DHL's Customer Satisfaction score was rated the highest by customers ages 31-35, and the lowest by customers ages 46-50.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 86% | |||||||||||||||
| 26-30 | 78% | |||||||||||||||
| 31-35 | 95% | |||||||||||||||
| 36-40 | 80% | |||||||||||||||
| 41-45 | 69% | |||||||||||||||
| 46-50 | 40% | |||||||||||||||
| 51-55 | 85% | |||||||||||||||
| 56-60 | 84% |
DHL Customer Satisfaction Score by Usage
DHL's Customer Satisfaction score was rated the highest by customers who have used DHL's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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DHL Customer Satisfaction Score by Industry
DHL's Customer Satisfaction score was rated the highest by Logistics and Supply Chain industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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{
"title": "DHL Customer Satisfaction Score by Industry",
"text": "DHL's Customer Satisfaction score was rated the highest by Logistics and Supply Chain industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.",
"bars": [
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"label": "Tech",
"groupId": 104,
"score": 72,
"stars": 0,
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"groupId": 495,
"score": 81,
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"scoreClassName": "",
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},
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"label": "Aerospace and Aviation",
"groupId": 496,
"score": 86,
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"label": "Consulting",
"groupId": 511,
"score": 80,
"stars": 0,
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"scoreClassName": "",
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},
{
"label": "Education",
"groupId": 515,
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"stars": 0,
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}DHL Customer Satisfaction vs. Competitors
Compared to its competitors, DHL's Customer Satisfaction score is rated right above Neovia Logistics.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| DHL | 79% |
| Neovia Logistics | 72% |
| FedEx | 65% |
| TNT | 38% |
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DHL Customer Service
3.9/5
DHL has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About DHL's Customer Service
Address
53113 Germany
Website
https://www.logistics.dhl/us-en/home.html
DHL's Social Links
Quick Insights into DHL Customer Service
DHL's Customer Service score was rated highest by customers from the Logistics and Supply Chain industry, and rated lowest by customers from the Manufacturing and Machinery industry.
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Ranked DHL Customer Service the Highest
Ranked DHL Customer Service the Lowest
DHL Customer Service Score by Gender
Female customers rated DHL's Customer Service score 0.2 stars higher than Male customers.
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Male
3.7/5
Female
3.9/5
DHL Customer Service Score by Ethnicity
DHL's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
Hispanic or Latino 3.9 | Hispanic or Latino | 3.9 |
African American/Black 3.9 | African American/Black | 3.9 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 3.5 | Other | 3.5 |
DHL Customer Service Score by Age
DHL's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
26-30 3.9 | 26-30 | 3.9 |
31-35 3.8 | 31-35 | 3.8 |
36-40 4 | 36-40 | 4 |
41-45 3.4 | 41-45 | 3.4 |
46-50 2.8 | 46-50 | 2.8 |
51-55 4 | 51-55 | 4 |
56-60 4 | 56-60 | 4 |
66+ 2.7 | 66+ | 2.7 |
DHL Customer Service Score by Usage
DHL's Customer Service score was rated the highest by customers who have used DHL's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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DHL Customer Service Score by Industry
DHL's Customer Service score was rated the highest by Logistics and Supply Chain industry customers, and the lowest by Manufacturing and Machinery industry customers.
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DHL Customer Service vs. Competitors
Compared to its competitors, DHL's Customer Service score is rated right above FedEx.
| COMPANY | Customer Service Score | |
|---|---|---|
| DHL | 3.9/5 |
| FedEx | 3.5/5 |
| Neovia Logistics | 3.4/5 |
| TNT | 2.6/5 |
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DHL as an Employer
3.6/5
DHL has a 3.6/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
DHL scored a 34 for Net Promoter Score and a 22 for Employee Net Promoter Score. NPS gauges how likely a customer of DHL would recommend the brand to a friend. ENPS measures how likely DHL employees would recommend working at DHL to a friend.
Net Promoter Score
34
NPS Score
| 59% | Promoters |
|---|---|
| 16% | Passive |
| 25% | Detractors |
Employee Net Promoter Score
22
eNPS Score
| 50% | Promoters |
|---|---|
| 22% | Passive |
| 28% | Detractors |
