DHL, the world’s leading logistics company, revealed the findings of a study on consumer behavior and customer service commissioned by DHL and undertaken by the Economist Intelligence Unit (EIU).

The report, entitled “Greater Expectations: Keeping Pace With Customer Service Demands in Asia Pacific,” uncovers the gaps between what companies believe consumers want and what consumers actually say, using findings from two surveys – one of over 300 senior executives and another of over 700 consumers – conducted in 10 markets across Asia.

Roger Crook, incoming CEO of DHL Express Asia Pacific, Eastern Europe, Middle East and Africa said: “Asia’s consumers are expected to increase their spending from US$4.3 trillion in 2008 to US$32 trillion annually by 2030 – equal to some 43% of global consumer spending by then.

With an established presence in 42 countries and territories in Asia Pacific, it is critical that DHL remains at the forefront of customer insights. Findings from the report provide valuable region-wide perspectives and enhance DHL’s customer service approach, upping the ante for service in Asia’s logistics industry.”

The study confirmed that along with its economies, the region’s customer service standards as well as customers’ perceptions and demands of service have changed dramatically in recent years, and not necessarily evenly. In fact, service, like products, should be tailored to individual markets as consumers in different parts of Asia have quite different service expectations.

Duncan Gates, Country Manager, Philippines, DHL Express, said: “In order to provide the best service, a company has to know its customers well. Here in the Philippines, DHL has the advantage of more than 30 years of experience in the market so as the leading logistics provider, we at DHL understand Filipinos’ needs when it comes to express shipping and have been proactively providing tailor-fit solutions to our customers. For example, in response to the needs of small and medium enterprises, we have gradually reduced local shipping fees to help ease their business costs. We are always ready to meet and surpass customer expectations.”