Peak Design

Discover how Peak Design obtained an NPS 50% above the eCommerce average with Shipup
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About

Peak Design

Discover how Peak Design obtained an NPS 50% above the eCommerce average with Shipup

Product used

Industry

Apparel

Shipup impact

79

NPS on average

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12%

Shipup contribution to repurchase

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8%

decrease in support contact rate in less than 6 months

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The Challenge: Restoring order visibility to international clients post-purchase

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Peak Design struggled with lack of order visibility, especially for international customers facing 7-10 day wait times and unexpected duties. Frustrated shoppers flooded support or returned orders, causing costly delays.

With third-party carriers failing to update on extra charges, the experience suffered. A 2023 study found 60% of shoppers find tracking confusing, and 70% wouldn’t return after a poor delivery experience. For Peak Design, known for transparency in production, ensuring clear shipping communication became essential to uphold their premium brand experience.

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Our Solution: Boosting Satisfaction & Sales with a Memorable Delivery Experience

With Shipup, Peak Design improved customer experience with Shipup’s branded notifications (79 NPS, 61% open rate) and post-delivery surveys (65% open rate), reducing contact rates by 8%.

Shipup drives 12% of Peak Design’s repurchases, with their tracking page viewed 4.5 times per person per order—boosting retention and sales.

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Results we are proud of

Thanks to Shipup, Peak Design achieved a global NPS of 79, 50% higher than the eCommerce average, by delivering a seamless post-purchase experience. Shipup’s notifications, tracking page, and feedback surveys helped retain customers, contributing to 12% of the retailer's global repurchase rate and reducing the customer contact rate by 8% in six months. Looking ahead, Peak Design now uses Logistics dashboards to gain quick visibility into carrier performance, saving hours of comparison time.

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"We really love the fact that Shipup offers notifications for multiple delivery touchpoints."

Jen Howell

Head of Customer Service & Logistics

Learn more about Shipup's product suite

Drive engagement

Impress your customers with branded notifications, a custom tracking page, and proactive alerts that keep them informed, building loyalty and boosting repurchases.

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Optimize operations

Empower your support team with centralised delivery information, real-time shipping alerts, and hassle-free claims automation.

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Increase revenue

Drive loyalty, increase repeat sales, and captivate your customers with personalised, data-powered delivery experiences.

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Retain customers

Ease your return process and collect feedback automatically to improve support and retain revenue.

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Ready to reshape your post-purchase experience?

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Discover how Peak Design obtained an NPS 50% above the eCommerce average with Shipup‍