SingPost, Singapore’s national postal service improves listening capabilities to drive rapid and targeted improvements in its delivery services.

Singapore Post Limited (SingPost), Singapore’s national postal service provide, has chosen Qualtrics CustomerXM to identify and implement the actions the organisation can take to improve customer experience in a post-COVID-19 world, the Experience Management (XM) Platform announced on 15 April.

Responding to increasing demand for online shopping and having experienced a 40 per cent year-on-year surge in e-commerce deliveries in 2020, SingPost will use Qualtrics to capture insights helping the business create the fast, resilient, and reliable delivery systems in Singapore and across the globe, Qualtrics said in a statement.

According to the service provider, SingPost will collect feedback across the entire customer journey – including online, in-branch, and at delivery – to continually understand how behaviours and preferences are evolving in real-time.

Working with Qualtrics Partner Network member Kantar, SingPost will use the Qualtrics solution to create a scalable listening platform with deep analytic capabilities, gather and  understand qualitative and quantitative feedback in real-time, and segment data by different customer types and channels to drive rapid and targeted improvements.

“The capabilities and support provided by Qualtrics will help SingPost build and cultivate the experience-centric business needed to succeed in fast-moving markets,” said Mao Gen Foo, Head of Southeast Asia, Qualtrics.