DHL Express is the international leader in express delivery and logistics with worldwide operations. In fact, the DHL delivery service offers clients its expertise in express delivery by air, land, and sea transport. It is an integrated logistics solutions and international postal service. The innovative brand created opportunities for small businesses and large companies in expanding their reach.

The company was founded in 1969 and today has offices in more than 220 countries around the world. With a vast service area, DHL has a deep understanding of local markets. The company has about 300,000 highly professional employees, thanks to whom, according to many, the company provides a quality and reliable service that takes into account all customer needs.

Real Research conducted a survey to know the public opinion on DHL service. Have respondents used DHL express services before? Which platform do respondents use to employ DHL delivery service? What is their DHL delivery customer satisfaction? Is DHL shipping expensive? Let us discover through results obtained from the Real Research online survey application.


  • The majority 61.19% of the respondents used DHL delivery services.
  • Respondents use the DHL app to employ DHL delivery service, said 32.02%.
  • 25.23% use DHL because of their office’s preference.
  • The most valuable feature offered by DHL is the DHL loyalty rewards program (28.21%).

A Giant in Its Industry

To start with, we asked our respondents if they have ever used DHL delivery services before. The result is quite impressive as over 61% of the participants replied ‘Yes’. This means that DHL services satisfaction is high or the company doesn’t have any strong competition. Accordingly, 38.81% of the respondents have never used DHL delivery services before.

respondents who used DHL services before
Figure 1. The number of respondents who used DHL services before

It is also worth noting that DHL positions itself as a socially responsible company. It supports climate protection programs, develops training projects, and provides assistance in the event of natural disasters.

Customers Prefer the DHL App

The next question asked by Real Research is which platform do respondents use to employ DHL courier delivery. The majority, 32.02%, prefer the DHL app. Going forth, the results on the Real Research online survey application show that almost 24% of the respondents use the DHL website to employ DHL services.

Much fewer respondents, 7.50%, 4.91%, and 4.21% respectively, prefer to call the DHL hotline, visit the DHL store, and use social media. In line with this, 5.37% chose the ‘Other’ option. On the contrary, nearly 23% chose the ‘I do not use DHL’ option. This shows that the service might not be available in some places or people simply use other delivery services.

platforms to employ DHL services
Figure 2. The platforms to employ DHL services

Read Also: Public Opinion on the Logistics Service Development Act

Companies Prefer To Send Parcels via DHL

Drawing from the Real Research online survey application results, the majority, nearly 26%, use DHL courier services because their offices prefer this company. 18.48% use DHL due to its popularity in the respondents’ countries. The third most common reason for using DHL is its easy access, said 14.04%.

Furthermore, 9.02% of the participants are happy with DHL’s fast delivery, as it’s the next common reason for using its services. In line with this, 4.64% and 3.94% chose the ‘Provides worldwide shipping’ and ‘Others’ options respectively. On the other hand, 22.55% of the respondents do not use DHL.

Common reasons for using DHL
Figure 3. Common reasons for using DHL

DHL’s Loyalty Reward Program Is Customer’s Favorite

The next question we asked our respondents is what is the most valuable feature that DHL offers. The results are interesting as the majority 28.21%, like the DHL loyalty reward program. Following that, almost 24% chose the ‘Excellent service’ option.

The shipment live-tracking feature is respondents’ third favorite (13.63%).  Furthermore, 5.14%, 2.26%, and 3.45% chose ‘It has a user-friendly app’, ‘Offers environmentally friendly packaging’, and ‘Others’ respectively. Meanwhile, almost 23% chose the ‘I do not use DHL’ option.

customers favorite feature of DHL
Figure 4. Customers’ favorite feature of DHL

Respondents Wish DHL Would Offer Cheaper Prices

DHL has been offering shipping services for over 50 years. Consequently, we asked next on the Real Research survey app what can DHL do to improve its services? Almost 27% of the respondents wish DHL would offer cheaper prices. Following that, 22.03% of the respondents would like DHL to add more payment options like crypto.

In addition, 17.08% believe that DHL should integrate blockchain technology to track their packages. Meanwhile, the minorities, 6.50%, 4.27%, and 2.40% chose ‘Make faster deliveries,’ ‘Other’, and ‘Train more staff for customer service’ respectively.

Options to Improve DHL services
Figure 5. Options to Improve DHL’s services

Summing up, DHL has come a long way from a being small organization to becoming a recognized leader in express delivery and logistics. Additionally, according to many, the company is a pioneer in logistics within the industry. However, today it faces growing competition, from companies like Amazon which is setting up its own logistics service. However, the brand continues to grow to meet the challenge head-on whilst also bringing the competitive edge.


Survey TitlePublic Opinion on DHL Delivery Services
DurationJuly 8 – 15, 2021
Number of Participants100,000
DemographicsMales and females, aged 21 to 99
Participating CountriesAfghanistan, Algeria, Argentina, Armenia, Australia, Bahrain, Bangladesh, Belarus, Benin, Bolivia, Brazil, Bulgaria, Burkina Faso, Cambodia, Cameroon, Canada, Chile, China, China (Hong-kong), China (Taiwan), Colombia, Costa Rica, Croatia, Czech Republic, Ecuador, Egypt, El Salvador, Estonia, Ethiopia, France, Gambia, Georgia, Germany, Ghana, Greece, Guatemala, Honduras, Hungary, India, Iraq, Israel, Italy, Ivory Coast, Kenya, Kuwait, Kyrgyzstan, Lebanon, Libya, Lithuania, Ma, Madagascar, Malaysia, Mauritania, Mexico, Moldova, Mongolia, Morocco, Mozambique, Namibia, New Zealand, Nicaragua, Norway, Oman, Palestine, Panama, Peru, Philippines, Poland, Portugal, Qatar, Romania, Saudi Arabia, Senegal, Singapore, South Africa, South Korea, Spain, Sri Lanka, Tajikistan, Tanzania, Thailand, Togo, Tunisia, Uganda, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Yemen, Zimbabwe.