Deutsche Post’s leadership has addressed a surge in customer complaints regarding delivery service, emphasizing the challenges faced by its extensive delivery network. Nikola Hagleitner, Board Member responsible for the Post & Parcel business in Germany, defended the company’s performance while acknowledging the issues.
Hagleitner stated that the company remains highly efficient, recognizing that occasional disruptions are unavoidable given the scale of its operations – processing approximately 50 million shipments daily – and the ongoing digitalization and restructuring within the business. She stressed that each complaint is concerning, but that isolated incidents of delayed deliveries do not represent systemic failures.
A key factor contributing to the increased complaints stems from a change implemented at the beginning of the year, which extended delivery times for letters. The previous target of delivering 80% of letters within one working day has been revised to ensuring 95% of mail is delivered within three working days and 99% within four. Hagleitner explained that this adjustment, intended to provide greater reliability, has created the impression among some customers of accumulating mail when deliveries arrive later than previously expected.
The company acknowledges operational hurdles, particularly those experienced during the summer months. These challenges were compounded by rapid and unexpected growth in parcel volumes, a situation that also impacted letter deliveries. Hagleitner attributed this growth to evolving e-commerce trends and promotional campaigns.
Earlier this year, Deutsche Post was forced to reduce its workforce to adjust to a decrease in mailing volumes. This measure, deemed necessary to maintain economic viability and investment capacity, resulted in localized delivery disruptions. The company has since actively recruited new personnel and asserts that its operations are now stabilizing.
Hagleitner further highlighted the increasing complexity of the delivery business, noting the rapid pace of e-commerce development and frequent promotional bursts. She also pointed to the presence of competitor mail services which utilize Deutsche Post’s delivery infrastructure.