Westwing Delivery Service - Westwing delivers every 10th large furniture order in Germany with its own delivery service

Munich, 22th February 2022. Westwing sets the next level of post-order experience with its Westwing Delivery Service. The company’s own delivery service with its customized, scalable operations is part of the customer experience strategy. Initially launched in 2020 as a pilot project in Munich, the Westwing branded trucks are now on tour in Munich and Hamburg delivering beautiful products.

The first hub opened in Munich, covering the city and surrounding areas. Focusing on large products such as sofas, sideboards and beds, the last mile delivery is fulfilled by Westwing’s own team members. To manage the logistics, the team operates a dedicated warehouse that is used as a distribution center for the Munich area. The products arrive from Westwing’s main warehouses that automatically label and ship eligible products matching the delivery address and size criteria to the hub in Munich, where the back-office and home delivery teams take care of the last mile delivery.

“The Westwing Delivery Service is a game changer for unmatched customer experience,” says Westwing founder and CEO Stefan Smalla. “The subsidiary provides a significant uplift to Westwing, as the personal contact results in positive branding, higher customer satisfaction and loyalty, and fewer returns.”

In 2021, the Westwing Delivery Service achieved an average Net Promoter Score (NPS) of 92%. Net Promoter Score is a widely used market research metric to measure customer loyalty and satisfaction which asks respondents to rate the likelihood of recommending a company, product or service and can be used as a predictor of business growth. Top rated companies generally have a NPS of 70 and above. With its own delivery service, which is free of charge for customers, Westwing can enjoy a higher delivery reliability with less risk of transport damages and gain further independence from third-party providers while growing its business. Moreover, the company ensures great customer interaction with its passionate and highly skilled delivery team, which is also trained in assembling Westwing’s beautiful products.

Since February 2022 Westwing’s branded fleet is on tour in Hamburg, as the second city on the expansion roadmap for 2022. By the end of July the branded trucks will cover the entire Hamburg area to provide exceptional service to all customers in Hamburg. The Westwing Delivery Service is also set to expand to Berlin this year, followed by a gradual roll out to other cities in Europe over the next few years to further deliver an exceptional customer experience with Westwing.

About Westwing Westwing is the European leader in inspiration-based Home and Living eCommerce with EUR 522 million of revenue in 2021. Through its ‘shoppable magazine’, Westwing inspires its loyal Home Enthusiast customers with a curated product selection and combines that with gorgeous content. With unparalleled loyalty, Westwing is generating more than 80% of orders from repeat customers. Westwing’s mission is: To inspire and make every home a beautiful home. The company was founded in 2011 and is headquartered in Munich. Westwing went public on the Frankfurt Stock Exchange in October 2018 and is active in eleven European countries. Note: All figures are preliminary and unaudited.