Your Package Was Delivered β But Is the Customer Satisfied?
Capture customer experience at every delivery
Problem
Your Customers Aren't Telling You the Truth
The biggest challenge in your industry is that dissatisfied customers stay silent. 96% of unhappy customers never complain β they either never return, or go straight to Google with a negative review.
Why traditional methods fail:
- Post-Delivery Blind Spot: Package delivered, but how was the experience? Was the courier polite, was the box intact? Your system only says 'delivered.'
- Courier Performance Invisible: Which courier causes customer complaints? Which region has low delivery quality?
- Damage Complaints Come Late: When customer receives damaged product, they first complain to the e-commerce site. You learn days later.
- E-Commerce Partner Loss: Amazon, eBay sellers switch to competitors due to delivery complaints.
As a result, businesses keep repeating the same mistakes without ever learning the real reasons behind customer loss.
Solution
Measure Customer Experience at Every Delivery
QR code on shipping box, delivery receipt, and SMS enables instant feedback. Courier behavior, package condition, delivery time, and communication quality are automatically categorized.
How it works:
Capture
Collect feedback at key touchpoints with QR codes - no apps needed, just scan and share in 30 seconds.
Analyze
AI automatically categorizes feedback, identifies trends, and highlights urgent issues requiring attention.
Connect
Link feedback to specific locations, staff, or services to understand exactly where improvements are needed.
Act
Get instant alerts for critical issues, enabling your team to resolve problems before customers leave.
You receive feedback while customers are still on-site β giving you the chance to intervene and turn a negative experience into a positive one.
95%+
Delivery success rate target
40%
Fewer e-commerce complaints
2x
Faster issue detection
25%
Courier performance improvement
Real-World Scenarios
These aren't hypotheticals. These situations happen every day in businesses like yours:
Crushed Box Syndrome
Customer ordered online, eagerly awaited the package. Package arrived with crushed box, product inside damaged.
Customer gave 1 star to e-commerce site, wrote 'shipping is terrible.' Seller resent the product, decided to switch logistics company.
Similar Situations
Box arrived crushed, phone inside was cracked.
Laptop box was soaked in rain, courier made me wait.
Glass vase arrived broken. 'Fragile' label was there but didn't help.
Feedback collected at delivery catches damaged package issues before they become e-commerce complaints.
Missed Appointment Nightmare
Customer said 'I'll be home 12:00-2:00 PM,' chose scheduled delivery. Courier came at 9:30 AM, customer was at work.
Customer had to go to depot after work, waited 45 minutes in line. Wrote 'delivery is terrible' on e-commerce site.
Similar Situations
Selected 2-hour window. Courier came 4 hours later.
Said 'evening 6-8 PM.' Courier came at 10 AM, I wasn't home.
Courier called 'I'll be there in 10 minutes,' came 2 hours later.
Scheduled delivery is a critical promise to customers. You can't improve without measuring if this promise is kept.
Courier Communication Disaster
Courier couldn't find address, called customer. Spoke rudely on the phone, blamed 'wrong address.'
Package eventually delivered but customer experience was poisoned. Gave 1 star to logistics depot on Google Maps.
Similar Situations
Courier yelled at the door: 'Come down already, I can't wait!'
Courier said on phone 'Is this an address or a village?'
Courier threw package at the door, didn't ring the bell.
The courier is the face of the logistics company. Communication quality directly impacts brand perception.
What Feedback Can You Collect?
Customer Echo's AI engine automatically categorizes every piece of feedback. Instead of vague "overall satisfaction" metrics, you get concrete, actionable insights.
Delivery Time
Estimated vs actual delivery time comparison
Example topics: On-time delivery, Delay duration, Appointment compliance, Delivery speed
Package Condition
Physical condition and packaging quality of shipment
Example topics: Box integrity, Damage status, Packaging quality, Label legibility
Courier Behavior
Courier communication and professionalism level
Example topics: Courtesy, Communication quality, Professionalism, Helpfulness
Delivery Point
Depot and delivery point experience
Example topics: Depot cleanliness, Wait time, Staff attention, Operating hours
Why Customer Echo?
There are many feedback tools on the market. What makes Customer Echo different is our focus on real industry needs and our purpose-built platform for capturing actionable insights.
See Delivery Quality
Measure customer satisfaction after every delivery, compare performance by region and courier.
Courier Performance
Which courier gets praise, which gets complaints? Base training and evaluation decisions on data.
Prevent E-Commerce Partner Loss
Detect issues before sellers complain about you, make proactive improvements.
Catch Damage Complaints
Damaged package reports reach you before going to e-commerce sites.
Ready to Make Delivery Quality Visible?
First 14 days free. No credit card required. Start with a pilot region.