Customer satisfaction study PostNL

Automatically sent invitations

We send thousands of invitation emails every week. To ensure this process runs smoothly and quickly, we have set up automatic sending with a custom link based on an automated XML message. This means that within five minutes of the driver reporting the delivery, the customer in question receives an invitation to participate in the survey. In the invitation email, the customer can immediately rate the delivery. This ensures a very high response rate.

Customized online dashboards

PostNL can view the results at any time of the day via a customized online dashboard created in consultation with the client. This dashboard shows the satisfaction score, NPS, and other results at a glance, both in total and over time. PostNL can filter the results itself to see which levers need to be pulled for improvement.

Daily use dashboard

Various departments, both commercial and operational, within PostNL Extra@Home use the online dashboard on a daily basis to monitor consumer satisfaction. Because the results can be viewed at the delivery level and at the customer level, PostNL can take highly targeted action to address any areas for improvement. Since the start of the survey, this has led to a significant increase in the NPS.

Want to Customer satisfaction study a Customer satisfaction study yourself?

In this customer case study, you can see how we worked with PostNL to design a customized survey. Depending on the specific issue at hand, we can determine the best and most effective approach to ensure reliable results. For example, a standard Customer satisfaction study is needed, but we’re also happy to help you develop a customized approach for more complex issues. Feel free to contact us to see how you can best get started!