Case Study: Pakettipiste reshapes parcel delivery experience with Surveypal

How Pakettipiste uses Surveypal to reshape the parcel locker delivery experience

Pakettipiste, a Finnish parcel locker delivery company, needed a better way to measure and improve the customer experience as it expanded its locker network and aimed to make parcel pickup and returns faster, easier, and more flexible. To address this challenge, Pakettipiste partnered with Surveypal to collect feedback from support interactions and identify key moments in the customer journey.

Surveypal implemented an automated, mobile-friendly SMS survey program that captured metrics like NPS and First Contact Resolution, along with open-ended feedback. The solution delivered strong engagement, with more than 50% of respondents answering the open-ended question, and gave Pakettipiste actionable insights used to improve customer service training, locker design, and issue resolution.

Pakettipiste

Marjo Pääkönen

Marketing Coordinator