How Easypara reduced 1-star delivery reviews by 50%
by sending automated post-delivery surveys
Challenge & Solution
The challenge
A significant portion of customer dissatisfaction came from the delivery phase, generating negative reviews and a spike inâWhere is my order?" (WISMO) requests.
This lack of visibility and proactivity damaged Easypara's reputation, as customers associated carrier issues with the brand itself.
The solution
Implementation of proactive, personalised notification at each stage of delivery experience thanks to Shipup.
Automatic collection of customer feedback as soon as the package is received (via Typeform integration), making it possible to treat negative privately, and improve the customer expeience.
Shipup impact
-50%
reduction in 1-star delivery reviews on Trustpilot
+6 pts
5-star reviews
88%
5-star reviews on Trustpilot
âIn the health sector, listening to customers is essential: understanding their expectations allows us to deliver an experience that truly meets their needs.
With Shipup, we stay connected with our customers all throughout delivery, providing the transparency and reassurance they expect.
The result: a stronger relationship and more positive reviews.â
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The challenge: delivery, the main source of negative customer reviews
Despite a high-performing website and a loyal customer base, Easypara was facing a key issue: part of customer dissatisfaction emerged after the purchase, during the delivery phase.
Negative reviews on Trustpilot, a delivery NPS that had room for improvement, and a high number of âWhere is my order?â (WISMO) inquiries were damaging the brand perceptionâoften caused by a lack of visibility on the parcel
Because when something goes wrong, the brandânot the carrierâis held responsible. In the customerâs eyes, the delivery experience is fully part of the Easypara experience.
Easypara needed to regain control over this decisive step to secure customer satisfaction and protect its online reputation.
The solution: A proactive and personalized post-purchase experience
Easypara chose Shipup to significantly enhance customer relations after the purchase click. Thanks to the integration of the solution, the team was able to:
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- Collect feedback from customers dissatisfied with their delivery before it turned into negative public reviews on platforms like Trustpilot.
- Process customer feedback automatically upon receipt of the parcel, directly within the delivery email, thanks to a Typeform integration.
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- Implement automatic, proactive, reassuring, and personalized notifications at every stage of the delivery.
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- Offer real-time parcel tracking fully aligned with the brandâs identity.
Discover more testimonials
Easypara, Franceâs leading online parapharmacy, offers an extensive range of health, beauty, and wellness products. The brand stands out for its proactive approach to delivery and customer care.
