A great online shopping experience culminates in a great delivery experience, which it is why it is critical that retailers get it right. To help our customers, in March this year we released a new report titled, The Delivery Experience. Getting it right. Why it matters. And how data can help.
Drawing on insights gained from more than 400 million annual B2C deliveries, millions of calls to our contact centre, and over three million annual NPS responses, we developed five recommendations that can help improve first time delivery rates, lift customer NPS and reduce complaints. Recognising that as the delivery partner for many Australian businesses, getting the delivery experience right is our priority and the report also shares how we are using these insights to innovate and improve our services.
In addition to this report we developed category specific reports, as well as individual tailored reports for those customers with sufficient volume.