Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Collect customer feedback
Collect customer feedback and act on insights faster
Capture customer feedback at every critical post-purchase moment and turn it into insights you can actually use. Easily embedded into your brand, totally flexible, and built to power better experiences with every response.
What we deliver
Post-purchase as your competitive advantage
Get tailored insights and actionable feedback
Gather detailed feedback by targeting specific customer segments and asking relevant, impactful questions.
Enhance customer experience
Understand your customer experience better by examining pain points, what’s working, what’s not and act on customer feedback quickly to address issues.
Boost engagement and drive loyalty and retention
Strengthen customer trust by collecting their feedback and acting on it. Drive retention, repeat purchases and brand loyalty.
Gather feedback anywhere, anytime
Embed surveys into emails, tracking pages, or post-purchase communications for maximum engagement.
Drive real business impact with post-purchase feedback
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Faster insights collection
Real-time surveys embedded across the customer journey reduce time to gather customer insights.
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Increase in repeat purchases
Post-purchase interaction surveys strengthen engagement, trust, and drive repeat purchase rates.
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Higher survey completion
Feedback surveys triggered in the relevant moments see higher completion rates.
Ready to get started?
Turn your delivery experience into a competitive advantage
With parcelLab, you can
Build totally flexible and easily customizable surveys
Make every customer interaction stand out.
KEY FEATURES:
- Customize questions, layouts, and survey flows to align with specific business objectives, whether it’s improving delivery performance, measuring service quality, or enhancing product feedback.
- Reinforce your brand identity across surveys, ensuring a consistent and engaging post-purchase experience.
- Embed surveys effortlessly into tracking pages or order updates, keeping customers engaged at the perfect moment.
Run highly targeted surveys at the perfect moment
Ask the right question at the right time.
KEY FEATURES:
- Trigger surveys based on customer actions, such as a first-time purchase, high-value order, or a delayed shipment, ensuring relevance and higher response rates.
- Personalize survey content based on past interactions, making responses more insightful and improving engagement.
- Deliver seamlessly via email, SMS, or tracking pages, reducing friction and increasing completion rates.
Leverage in-depth insights
Measure what matters most.
KEY FEATURES:
- Combine NPS scores with qualitative insights for a 360-degree view of customer satisfaction, helping teams move beyond just a number.
- Track response rates, trends, and impact over time with intuitive dashboards, ensuring feedback drives continuous improvement.
- Benchmark against industry standards to understand where you stand and identify opportunities to elevate the post-purchase experience.
Let our Feedback Agent gather all customer feedback and help you understand the pain points
Built for Experience Designers dedicated to post-purchase excellence
With the parcelLab PPX platform, brands can take full control of order tracking and returns – offering a branded, proactive experience that reduces WISMO and WISMR inquiries, builds trust, and turns engagements into opportunities.
Why users love parcelLab
Over 150 reviews on G2 and recognition as a Leader in post-purchase prove we’re making a real impact. We were even named one of G2’s Top 50 Supply Chain & Logistics Software products for 2025. But don’t take our word for it – here’s what our customers say.
April T., Retail
Validated reviewer via G2
“parcelLabs have afforded us the ability to dive deeper into the reason for a delivery issue for our customers. We use about three different tools to determine the position of a delivery and parcelLab gives the absolute best information in real time!”
parcelLab user, Supermarket
Validated reviewer via G2
“Working with different carriers where not all of those handle the same type of packages or even shipment types (deliveries and returns), it is tricky stay informed of the various stages orders run through. With parcelLab and the function to export large amounts of data, it is easy to stay on top of things and analyze carrier performance in depth.”
parcelLab user, Machinery
Validated reviewer via G2
“We can aggregate the Information of different carriers and display them uniform in our online shop. The analytics of the carrier data is also an important source of Information for carrier performance.”
parcelLab user, Pharmaceuticals
Validated reviewer via G2
“As a logistics leader, it’s crucial to have a clear view of our shipping performance. parcelLab provides all the statistics I need and allows me to export them to our BI tool for further analysis. parcelLab helps us track and manage shipments across 17 different countries, providing comprehensive insights that are vital for operational improvements.”
Francisco G., MediaMarkt
Validated reviewer via G2
“The parts I like the most about parcelLab are the reports and the metrics module, they are customizable and very complete, which allows you to work in depth to improve the messages you send to your customers. I also find very useful the ability to adapt the messages, customize them and make modifications very quickly, which is very necessary in emergency situations.”
parcelLab user, Machinery
Validated reviewer via G2
“We can aggregate the Information of different carriers and display them uniform in our online shop. The analytics of the carrier data is also an important source of Information for carrier performance.”
New Look, a leading British fashion retailer, sought to evaluate customer demand for a home collection service for returns before implementation. Their goal was to ensure the service was both relevant and valuable to customers.
With parcelLab’s Smart Survey, New Look gathered real-time customer insights on returns preferences, enabling them to optimize their returns policy and introduce home collection options based on actual demand. This data-driven approach enhanced convenience, improved personalization, and created a smoother post-purchase experience.
“parcelLab’s Smart Survey enabled us to quickly and easily ask customers whether offering a home collection service for returns would be utilized.”
Rachel Troke
Senior Product Manager, Post-Purchase Journeys
What Our Customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
What Our Customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
Your questions, answered
Understanding customer sentiment after a purchase is critical to improving the overall experience. With parcelLab, businesses can capture relevant feedback, identify pain points, and make data-driven improvements to increase customer satisfaction and loyalty—without waiting for support tickets or negative reviews.
parcelLab’s survey capabilities are built specifically for post-purchase experiences. It seamlessly integrates into tracking pages, emails, and SMS, triggering contextual, behavior-driven surveys at the right moments. You can further connect the survey results to your existing feedback platform.
With customizable branding, question templates, and flexible survey triggers, businesses can launch tailored surveys without technical complexity. The automated reporting dashboards provide instant insights, so teams can take action without sifting through raw data.
Design experiences that create customers for life
