info@markteffect.nl 
Back to the website
Insight into important brand KPIs for Veilig Thuis (Safe Home)
Thomas Huigen
Commercial Director
|
Objective Measuring satisfaction with delivery by PostNL Extra@Home |
Method Short online questionnaire that is automatically sent once an order has been delivered |
Effect Increasing customer satisfaction with various aspects of delivery |
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 conduct your own customer satisfaction survey?
In this customer case study, you can see how we worked with PostNL to create a customized survey. Based on each issue, we can determine the best and most effective approach for reliable results. A standard customer satisfaction survey may be sufficient in some cases, but we are also happy to help you develop a customized approach for more complex issues. Feel free to contact us to find out how you can get started!
See also
To give you a good idea of how market research works in practice and what it can deliver for you, we have put together a few interesting case studies. You may recognize some of the issues, for example, because you have encountered them within your own organization.
Back to overview
How AI probing enhances Bonduelle's concept testing
Insight into customer satisfaction with the Passend Lezen library service
Markteffect helped Markteffect Sense move from generic target group segmentations to highly personalized (potential) customer profiles.
.png){kind=logo}