In October 2018, Pakettipiste launched its parcel locker network by setting up their first locker station in Helsinki, Finland. By the end of 2019, the parcel logistics service had already delivered its one-millionth parcel. In 2020, Pakettipiste is looking to double the number of their parcel lockers and provide an even better delivery and return experience for their customers.
Measure, manage, repeat
The rate at which e-commerce is growing has opened new avenues in terms of purchasing behaviors and last mile logistics. In Finland, lockers represent the most popular parcel delivery method and consumers expect a certain level of ease and convenience when collecting their items. As one of the major players in the market, Pakettipiste is focusing on delivering a fast, easy, and flexible customer experience. To better achieve this goal, the company was looking for a solution to track and measure the experience with their service.
Even though we’re outsourcing customer service, we’ve made a conscious decision to prioritize the customer experience. That’s why we selected customer support as the first interaction point in which to measure the experience.
Marjo Pääkönen
Marketing Coordinator at Pakettipiste
Collecting customer feedback via SMS survey invitations
For Pakettipiste, engaging with customers on their own terms is imperative when it comes to customer centricity and convenience – that’s why connecting with customers via text message survey invitations was a no brainer. After a support interaction is complete, the customer receives an automated SMS survey optimized for mobile usage.
The survey measures strategic customer experience metrics, such as NPS and First Contact Resolution, but is, also, designed in a way that boosts response rates to an open-ended question.
We are extremely satisfied because more than 50% of survey respondents reply to the open-ended question in the survey. This is the type of feedback we find particularly valuable as allows us to really understand customer needs.
Turning feedback into action
The goal for Pakettipiste is to capture feedback that delivers actionable insights that can be used to further improve the experience with their service and steer business strategy to the right direction.
The company regularly uses customer feedback data to inform business development meetings, identify customer service training needs, improve the look of their lockers, and transform negative customer experiences.
A few days ago, a customer was experiencing an issue with collecting a parcel from one of our lockers. The customer’s feedback allowed us to immediately resolve the issue and turn a bad experience into a positive one.
Feedback process customization
Pakettipiste was looking to create a feedback strategy that supports their long-term goals and the needs of their customers. Surveypal’s customer experience experts cooperated with the parcel delivery company to identify interaction points across the customer journey, determine survey design, create engaging survey introductions, define data reporting structures, and establish best practices. The result was a customized feedback model tailored according to Pakettipiste’s requirements and goals.
We couldn’t have been happier with our cooperation with Surveypal and we’re already working on expanding our efforts at measuring the experience in additional interaction points in the very near future.