Case Study: ParcelPoint achieves new business growth with Customer Thermometer

How ParcelPoint uses Customer Thermometer to win new business

ParcelPoint, a fast-growing Australian parcel logistics business that helps consumers collect and return online orders from local stores, needed a simple way to prove and improve their customer experience to win new retail partners and maintain the quality of their store network. They turned to Customer Thermometer, embedding its 1‑click feedback icons and NPS survey buttons in confirmation emails to capture quick recommendation scores and optional comments after each drop‑off or pick‑up.

Using Customer Thermometer’s NPS and comment data, ParcelPoint segments responses daily, shares positive comments with field teams, pinpoints operational issues for immediate follow-up, and identifies areas to recruit new store locations. The measurable impact includes an NPS of 78 they proactively report to retailers and prospects, which helps the sales team win new business, benchmark against competitors, and drive product and network improvements.

ParcelPoint

Matt Gould

Operations Director