Blue Dart bags award at Retailer Customer Service Awards 2013

Mumbai, May 14, 2013:

Blue Dart, South Asia's premier number one express air and integrated transportation, distribution and logistics company, received the Customer Feedback Strategy Award at Franchise India's recently concluded Retailer Customer Service Awards 2013. Blue Dart was conferred this awarded for its robust customer centric program - Net Promoter Approach. The awards were held on 4th May 2013 at Hotel Claridges, New Delhi.

Commenting on this award, Anil Khanna, Managing Director, Blue Dart Express Ltd said, "We are happy to receive the Customer Feedback Strategy Award for Net Promoter Approach. The process of assessing the Net Promoter Score started in 2009 and since then the scores have gone from strength to strength. The success of this initiative can be gauged from our strong customer retention rate of 98% that has seen Blue Dart retain its leadership position from inception till date."

Arun Nangpal, Sr. Vice President - Customer Service, Blue Dart Express Limitedsaid, "At Blue Dart, Customer Service has been of paramount importance. We are part of a service oriented industry, where there is no scope for a second chance because the first impression is the last impression. Blue Dart's Customer Service plan follows a simple mantra - Do it right the first time. This award is a testimony of our customer loyalty, enhanced customer experience and unmatched service quality."

Net Promoter Approach (NPA) is a two-step customer call process that identifies customer issues that need to be addressed. It aims at gauging customers' loyalty, and delivers a Net Promoter Score (NPS) which is an international benchmark for customer advocacy. Apart from offering simplified solutions to esteemed customers and ensuring impeccable service quality, the NPA programme at Blue Dart proactively measures customer satisfaction and works on feedback received.

The Retailer Customer Service Awards from Franchise India have been instituted to celebrate the pursuit of excellence of service with dedication and recognizes those businesses that go the extra mile.

About Blue Dart Express Ltd.:

Blue Dart Express Ltd., South Asia's premier courier, and integrated express package Distribution Company, offers secure and reliable delivery of consignments to over 33,742 locations in India. As part of the DHL Group (DHL Express, DHL Global Forwarding & DHL Supply Chain), Blue Dart accesses the largest and most comprehensive express and logistics network worldwide, covering over 220 countries and offers an entire spectrum of distribution services including air express, freight forwarding supply chain solutions and customs clearance.

The Blue Dart team drives market leadership through its motivated people force, dedicated air and ground capacity, cutting-edge technology, wide range of innovative, vertical specific products and value-added services to deliver unmatched standards of service quality to its customers. Blue Dart's market leadership is further validated by numerous awards and recognitions from customers for exhibiting reliability, superior brand experience and sustainability. Some of these include SUPERBRAND and 'Reader's Digest Most Trusted Brand Gold Award' 7 years in a row, one of 'India's Best Companies to Work For' by The Great Place to Workᆴ Institute thrice successively, 'Organization that offers the best returns to consumers' - 6th Social & Corporate Governance Awards 2010, BSE Best CSR Practice Award and 22nd CFBP Jamnalal Bajaj Fair Business Practices Award - 2010 in the category of Service Enterprises (Medium) to name a few.

Blue Dart accepts its social responsibility by supporting climate protection (GoGreen), disaster management (GoHelp) and education (GoTeach).

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Dated : May, 2013

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