TNT reveals news customer promise

TNT Express has set out a new 10-part customer promise in order to differentiate itself from its rivals in the intensely competitive express delivery sector.

Among the 10 promises TNT is making are: a friendly voice at the end of the phone; to resolve problems promptly; "our driver will do you proud"; to listen and learn; not to over-promise; and to "keep the promises we make" .

Within these 10 promises, there are the commitments to: answer at least 85% of calls within 10 seconds; resolve any claims for the loss or damage of shipments within three weeks of the receipt of a claim form; resolve any invoice queries within 10 working days of contact; offer a solution to any complaint within five working days of contact; and become the world's first carbon-neutral transport company.

TNT has won the Customer Care category at the MT Awards six times.