Case Study

Providing Essential Experiences By Putting Customers First With New Zealand Post

The onset of COVID-19 has forced ANZ businesses to reevaluate what is important at a fundamental level. It’s become clearer than ever that employees are your brand’s secret weapons. After all, employee passion is a key component of any world-class CX program.

New Zealand Post is an essential service that has been challenged to listen to employee and customer feedback, act on those insights as quickly as possible and think about how to evolve it’s VoC program into the recovery phase.

Learn how this New Zealand retailer:

  • Recognised and celebrated frontline staff
  • Achieved +385% in consumer survey responses
  • Saw NPS +118% for parcel delivery

Change Region

North America
United States/Canada (English)
Dach (Deutsch) United Kingdom (English)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)