This case study comes from an implementation at a large e-commerce player in Central Europe, who realized that fast and quality delivery is a key element of the customer experience. I would like to describe here how we approached the implementation and what unique modules we developed together with the client. This case study beautifully demonstrates that working with customer experience can also be a fun “game”.

This was a large client that both delivers in-house and uses external carriers. He wanted to measure and optimize both options, and we approached each a little differently.

Integrating and measuring the customer delivery experience

The implementation started by connecting the main e-shop software with InsightSofa. This gave us the ability to track in real time which orders were delivered, which carrier and which specific driver was transporting them.

Immediately after the delivery, the end customer was contacted to express their satisfaction with the delivery:

✔ Delivery on time
✔ Courier behaviour
✔ Hassle-free installation (if appliances or furniture were involved)

The measurement was implemented for all delivered shipments from the e-shop. To ensure that customers don’t feel overwhelmed with feedback when making frequent purchases, the InsightSofa Sender Policy feature was enabled to ensure that customers are not asked too often.

Cooperation with external carriers

The client provided external carriers with access to InsightSofa, which allowed them to monitor customer satisfaction with their services. This also gave the client a significant negotiating advantage when setting pricing terms.

Motivating internal couriers: gamifying the customer experience

The customer experience has become even more interesting for our own delivery teams. Each courier got their own mobile app where they saw customer feedback immediately after delivery.

Motivation system for couriers:

💰 The bonus component of pay – was directly linked to customer satisfaction. The better the courier was rated, the higher the reward he could get.
🏆 Competition for the best courier of the month – together with the client, we created a competition module in which the best courier from the customers’ point of view was selected once a month.

The competition had two parts:

1️⃣ “Hard data ” – couriers with the highest customer ratings earned points.
2️⃣ Couriers voted for the best colleague themselves – the InsightSofa app allowed an internal vote on who deserved the award among colleagues.

🔹 The results of both parts were added together and InsightSofa evaluated the overall winner, who received a valuable prize.

InsightSofa as the courier’s tool of choice

The InsightSofa application became so popular that when the company decided to implement electronic handover protocols, the couriers themselves requested that they be part of InsightSofa. Later, a module for sharing know-how between couriers was added.

This story shows how flexible InsightSofa software and the team of people who create it can be. Together with the client, we created a solution that not only improved delivery but also motivated couriers to deliver better service.

We are a partner on the road to a better customer experience – join us!