Before launching an experience programme, the business had limited visibility on the kinds of delivery experiences it provided, and the impact on customer satisfaction. While NZ Post could see courier performance metrics like scanning and on-time delivery, the business couldn’t see the quality of those deliveries.
Learn how this New Zealand retailer:
- Saw customer NPS improve by 57 points
- Reached a 56 percent improvement in ease of customers receiving parcels
- Achieved an 89 percent improvement in following delivery instructions