Customer Service Commitment

Account Management

All accounts are managed either by the FedEx Express Internal Sales team or the FedEx Express Account Executive team. Their main focus is on customer liaison, which includes:

• Consultative advice on best practices within the industry
• Provide feedback on Net Service Levels
• Assist Customers with cost saving initiatives such as training users in order to understand the most cost effective product in relation to the service required
• Assist Customers with query resolution assistance
• Promote, sell and market the FedEx Express services

ISO 9001:2000

FedEx Management and staff are committed to establishing and maintaining an effective Quality Assurance System based on ISO 9001:2000. This will assist in facilitating the achievement of the FedEx Express 'Purple Promise'.

Customers are increasingly demanding ISO compliance as evidence of global consistency and quality. FedEx Express in South Africa received its first accreditation on the 7th of August 1998.

The standard changed from ISO 9002 to ISO 9001:2000 and FedEx Express was re-accredited in December 2003. Through its commitment to maintaining and exceeding the high quality standards required, FedEx Express has managed to remain ISO certified and will continue to evolve as ISO creates a platform for continuous improvement. During March 2007, all the South African branches of FedEx Express were audited and received full Lloyds Register Quality Assurance to the ISO 9001:2000 Quality Management System Standards.

In order to ensure that FedEx Express remains complaint, Management ensures that the Quality Policy Statement is communicated to all Employees. ISO is included in the new Employee Induction Training and each Employee has access to Qualifier (an electronic version of the Policies and Procedures), thereby indicating commitment to the Quality Policy Statement and the Strategic Objectives set for the period.

Suppliers will all be compelled to comply with the standards set and will be measured according to these standards. Management commits to comply with the requirements set out in ISO 9001:2000 and will continually improve the effectiveness of the Quality Management System.

The Quality Policy and the Strategic Objectives are reviewed annually.

NSL and OSM - Net Service Level and Operating Service Matrix

Being a GSP, FedEx Express is measured in terms of its service levels by the FedEx Express regional office in Dubai. Daily, weekly and monthly reporting on the NSL achievements are communicated to Dubai. The target for the NSL is set at 95% and specific focus is presently placed on achieving and exceeding this target. It is not only critical in the management of the Company; the achievement of the NSL is ultimately in place to ensure excellent service levels to all FedEx Express Customers globally.

Southern Africa as a whole is measured. The measurement is further broken down by branch to assist in determining problems to take corrective action and ensure the continuous improvement of the NSL.

The NSL is calculated as follows:

Certain non-deliveries are beyond our control and are therefore 'excused' and these are classified as on-time deliveries and include:

• Shipper providing incorrect recipient address
• Recipient being unavailable for delivery
• Service disruptions (e.g. Customs)