Interesting insights into the GLS network

At GLS, the customer is at the centre of everything we do. We systematically record complaints and take each concern very seriously. By responding quickly and with focus, we strive to continuously improve the customer experience.In the calendar year 2024, the complaint rate relative to the total number of delivered parcels was 0.1%. This means that a complaint was filed for approximately every 1,000th parcel. The majority of all deliveries are completed to the satisfaction of our recipients, as confirmed by our regular customer surveys. We systematically record complaints and take each concern very seriously. Our goal is always to respond quickly and with focus, to continuously improve the customer experience, and to systematically eliminate errors. The most common reasons for complaints were dissatisfaction due to alternative delivery (when the recipient was not present), delivery to a ParcelShop/parcel station, or parcel drop-offs at locations not previously agreed upon.In 2024, 0.005% of all delivered parcels were reported as damaged, and 0.027% were reported as lost or stolen.