How Peak Design achieved a post-purchase NPS of 79
with proactive and personalized delivery notifications
Challenge & Solution
The challenge
Restoring the visibility of international orders, often stalled or delayed without notification, leaving customers in uncertainty when a package exceeded the expected deadline.
Reducing frustration, costly returns and the overload of support caused by this lack of information.
The solution
Shipup allowed Peak Design to deploy 46 types of personalized delivery notifications, Including proactive alerts when a package is late or waiting, offering total transparency on delivery.
One transparent and reassuring communication that boosted satisfaction, built customer loyalty, and relieved the support burden.
The impact of Shipup
79
NPS
+12%
rèachat grâce à Shipup
x8%
delivery-related support tickets
« Shipup nous a fait gagner des heures d’analyse sur les données transporteur, sans aucun besoin de support technique pour la mise en place. »
The challenge: Restoring order visibility for international customers
Peak Design's main hurdle at the start was that customers had no visibility on the status of their package. Environ 30% of their customers are international and thus had to Wait 7 to 10 days to receive their package and pay duties and taxes in order to pick it up at the drop off point.
Because of these extended deadlines and the lack of information on these additional costs: third party carriers do not update the tracking correctly — many customers were frustrated and contacted support or returned their order to the sender. The return process was long and expensive for the photo accessories brand, which also had to assume the costs of reshipment.
Poor order tracking is a major problem for e-retailers and can seriously affect customer satisfaction: 60% of online shoppers feel they're not getting enough updates or find tracking information confusing or inaccurate, and 70% would stop buying after a poor delivery experience.
Peak Design has always valued transparency in its production, it was therefore It is essential for them to offer the same visibility on their shipments — especially considering the quality and price positioning of their products.
The solution: Informing customers throughout the delivery while generating additional revenue
With Shipup, Peak Design can keep its customers informed throughout the delivery thanks to 46 fully branded notifications. The sign In this way, you have complete control of post-purchase communication with its customers, by sending standard emails as well as Package shipped than more specific messages such as Customs clearance completed. It can even trigger smart statuses that carriers don't offer, for example Waiting at the relay point or Late packages.
These unique notifications make all the difference, offering a smooth and reassuring experience. Peak Design delivery emails have an average open rate of 61% — 20% more than the average e-commerce.
The best indicator of success remains the fact that the e-merchant has achieved an average Net Promoter Score (NPS) of 79 since implementation , which is more than 50% higher than the e-commerce average.
Thanks to the Shipup Feedback function, which centralizes all customer feedback, Peak Design can track satisfaction, including NPS, and visualize the distribution between satisfied and dissatisfied customers. This data is based on surveys sent automatically after delivery. Peak Design delivery emails have an exceptional opening rate of 65%.
Since May 2023, with more than 3,700 responses collected, the support team is automatically alerted to recontact customers who have encountered delivery problems.
These improvements made it possible to reduce the contact rate by 8% in 6 months, thus reducing the burden of customer service. In reality, Shipup is responsible for 12% of Peak Design's global repurchase rate. This is also explained by the dedicated tracking page, viewed an average of 4.5 times per order, which also serves as marketing support to highlight new products.
Upcoming projects: Carrier performance analysis, simplified
Beyond follow-up notifications and feedback forms, Peak Design Use more and more Shipup logistics dashboards to assess the performance of their new third party logistics provider located in Baja California.
Initially, they were worried that the Crossing the border Train shipping and delivery delays.However, thanks to Shipup carrier analysis dashboard, they were able to compare performances of their new service provider with those of the orders shipped from their historic warehouse of Los Angeles, in particular with regard to delivery times.
In fact, they were able to go even further: compare the performance of carriers on criteria such as shipping time And the submission deadline, and this for any given time period — all from a central interface.
“The logistics dashboard saves us valuable time on carrier analysis. Easy to use and customize, it does not require the intervention of our technical team, unlike other solutions.”
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Peak Design est une marque américaine de sacs et d’accessoires photo, reconnue pour ses produits innovants et sa vision responsable. Internationale, avec des boutiques à San Francisco, New York et Tokyo, elle est certifiée B Corp et reverse 1 % de son chiffre d’affaires à des associations environnementales via 1% for the Planet.
