Case Study: Paack doubles order ratings with SurveySparrow

Paack's Partnership with SurveySparrow Drives Improved Customer Relationships and Organizational Workflow

Paack, a leading last-mile and mid-mile delivery company operating across Europe, wanted a better way to collect customer feedback on its delivery experience. The team needed a survey tool with specific capabilities that their previous solution lacked, including embedded star ratings in emails and partial submissions. Paack chose SurveySparrow to support both customer experience and internal employee feedback efforts.

With SurveySparrow, Paack implemented 1-click rating surveys, multilingual surveys, and partial submission features that made feedback faster and easier for customers to provide. The impact was significant: the number of orders rated doubled, and the average rating improved from 4.4 to 4.6 out of 5, with an average survey response time of just 35 seconds.

Paack

Sergio Jimbel Martin

UX/UI Lead