Case Study: PostNL improves customer experience and loyalty with Qualtrics

Delivering an excellent customer experience, every day

PostNL needed a better way to respond quickly to customer feedback and improve the customer experience across its contact centre and other channels. Working with Qualtrics, the company focused on turning feedback into action so it could better understand customer needs and close the loop with dissatisfied customers.

Qualtrics helped PostNL listen to customers, review feedback weekly, and plan improvements based on what customers were saying. As a result, PostNL strengthened its ability to prove it was listening, while also increasing promoter loyalty, which can lead to a higher share of wallet, revenue, and profit.

PostNL

Jeanette Helming - Van Egmond

Manager Klantmanagement