parcelLab introduces Smart Survey to transform customer feedback into opportunities for business growth

Boston. April 10, 2025 – parcelLab, the leading post-purchase experience platform, today unveiled Smart Survey, a targeted survey feature designed exclusively for key moments during the post-purchase journey. This hyper-focused approach helps retailers to perfect a key aspect of the overall customer experience, without the use of third-party plugins. 

Smart Survey gives retailers the ability to move beyond traditional feedback tools like the Net Promoter Score (NPS) by embedding branded surveys across emails, order status pages, and other vital post-purchase touchpoints. This functionality makes feedback a core part of the customer journey as it happens. Brands get to gather real-time insights on delivery experiences, product satisfaction, and return processes while shoppers experience a shorter feedback loop and continual improvement. Built on the parcelLab platform, brands can drag-and-drop survey capabilities into their existing post-purchase touchpoints, making it possible to spot and act on insights at light speed.  

“Retailers are eager to act on what their customers are sharing with them. Smart Survey equips them with the tools to do just that,” said Tobias Buxhoidt, CEO and Co-Founder of parcelLab. “Our solution is designed for flexibility and proactivity, so brands can know what’s working well and address what isn’t almost immediately. With a specific focus on the post-purchase experience, Smart Survey supports brands in proactively serving their shoppers and ultimately increasing customer lifetime value.” 

Key features of Smart Survey include: 

• Comprehensive Feedback Capture: Triggered surveys across key moments in the post-purchase journey allow retailers to measure performance, addressing issues in real time before they impact customer loyalty. 
• Insight-Driven Approach: Detailed satisfaction feedback for specific post-purchase touchpoints, like order fulfilment, help retailers to automatically investigate and escalate concerns if ratings fall below an assigned threshold. 
• Real-Time Feedback for Returns and Delays: Provides customers with a direct outlet to share feedback on return-to-sender or delay notifications. Retailers can swiftly act on feedback with follow-up actions like reshipment or refunds. 

Smart Survey is already proving its value with early adopters. New Look, a leading British fashion retailer, implemented Smart Survey to gather insights on return preferences. This data-driven approach not only refined their returns policy but also led to the introduction of a home collection service, enhancing convenience and personalization for customers. 

With Smart Survey now integrated into the parcelLab platform, retail brands can effectively close the loop on customer feedback, making immediate, impactful changes specific to the post-purchase experience.  

About parcelLab 

parcelLab is the only truly global enterprise post-purchase software provider, enabling brands to increase top-line revenue, decrease operational costs, and optimize customer experience in an unprecedented way. Our award-winning post-purchase platform empowers brands to transform mundane operational touchpoints into the most differentiated and personalized experience, creating unique moments of pure joy for their customers. Trusted by over 1000+ brands including IKEA, Chico’s, H&M, and Yeti, we actively manage the post-purchase experience across 200+ countries and track shipping data from more than 550 carriers worldwide. Find out more at www.parcelLab.com.