Innovation Award

Netherlands

The feedback button

The feedback button, the button in the PostNL App and on the PostNL website, allows consumers to always be in direct contact with our deliverers. Do you want to thank your deliverer for their ever-present smile at the door or when they go the extra mile? PostNL now offers the possibility to send a compliment directly to the deliverer. A compliment makes for a happy deliverer, a deliverer who feels appreciated, and a deliverer who will go that extra mile again next time. Additionally, with the feedback button, consumers can ask a question if, for example, they cannot immediately find their parcel. The deliverer will see this message on their handheld device and can respond directly to let the consumer know for instance at which pre agreed safe place the parcel has been left. This way, our consumers don’t have to wait for a response from customer service but can be in direct contact with the deliverer who delivered their parcel. A solution that helps both our consumers and our deliverers directly!