Innovating Customer Service Excellence

 

Customers are at the heart of Aramex. Customer centricity has long been a driving force in the growth of Aramex services as we continuously design solutions that meet our customers’ evolving needs.The year 2009 witnessed a major rethink of customer relationships and means towards guaranteeing a consistently high quality of service. Aramex has restructured the customer management teams to increase the efficiency and effectiveness of managing customer relationships. Full-day Customer Centricity workshops were conducted at 11 of our major stations. The workshops focused on the importance of building relationships with customers as well as effectively understanding and responding to their needs by fostering a service mindset and empowering front-line employees. [Read more]


Improving Operational Excellence

   

 On-Time Delivery Rate

2007

2008

2009

 On-Time Delivery Rate

92% 91% 92%
 
In 2009, we increased the number of aramex.com users by 27%

   

 aramex.com users

2007

2008

2009

 aramex.com users

67,759

122,792

155,622

 


We engaged with our customers through online tools, social media, meetings, our contact center, and through our front-line employees. [Read about priority issues and details about our performance here.]


 
 

 

 

   

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