Case Study: New Zealand Post boosts customer feedback and NPS with InMoment

New Zealand Post boosts parcel delivery NPS 118% with InMoment

New Zealand Post, an essential service provider, faced the challenge of managing a massive surge in parcel deliveries and customer feedback during the COVID-19 pandemic. They needed to quickly understand shifting customer priorities and celebrate their frontline employees. To address this, they leveraged their existing Voice of the Customer program powered by InMoment.

InMoment's solution provided the platform and support for NZ Post to rapidly collect, analyze, and distribute customer feedback. Using tools like alerts and Salesforce integration, the vendor helped NZ Post share insights with leadership and empower specialists to act. The results were significant, with consumer survey responses increasing by 385%, parcel delivery NPS rising 118%, and the business achieving an 85% top box rating for its specialists.

New Zealand Post