Case Study: New Zealand Post achieves 385% increase in consumer responses and 118% parcel NPS with InMoment

Providing Essential Experiences by Putting Customers First with New Zealand Post

New Zealand Post, the country’s national postal and delivery service, faced an unprecedented surge in demand when COVID‑19 lockdowns closed retail and dramatically increased frontline workloads. The organization needed to quickly collect, analyze and act on customer and employee feedback to keep services running, protect staff and prioritize limited capacity.

By leaning on its existing Voice of Customer program with InMoment—using platform alerts, Salesforce integration and dedicated customer‑success support—NZ Post rapidly routed feedback to the right teams, celebrated frontline heroes and closed the loop with customers. The impact was significant: consumer responses +385%, business responses +120%, parcel delivery NPS jumped (up 26 points / 118%), onboarding responses tripled, promoters quadrupled and specialists achieved an 85% top‑box rating.

New Zealand Post

Trish Roberts

Voice of Customer Programme Manager