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. Our goal is always to respond quickly and with focus in order to continuously improve the customer experience and systematically eliminate errors. In the calendar year 2025, the complaint rate relative to the total number of delivered parcels was 0.09%. This means that fewer than one complaint was filed for every 1,000 parcels. The majority of all deliveries are completed to the satisfaction of our recipients, as confirmed by our regular customer surveys. The most common reasons for complaints were dissatisfaction due to alternative delivery (when the recipient was not present), delivery to a GLS Point, or parcel drop-offs at locations not previously agreed upon. In 2025, 0.004% of all delivered parcels were reported as damaged, and 0.02% were reported as lost or stolen.