Where is my parcel?
If you run an online store, you’ve got that question a lot. Or if you have ordered from an online store, you might have asked it yourself. Usually, parcel services companies like us are responsible for the answer. That's why we at Matkahuolto started the 'Where is my parcel?' initiative to make things better. To begin with, we researched the pain points in the industry and what annoys people the most. As the initiative progresses, we will track our development and report our progress. Our goal is that in future, our customers will have to ask 'Where is my parcel?" less often.
Blunt feedback from Finnish consumers on parcel services
To enhance our operations, we were asking consumers what issues they find most problematic in the industry. We analyzed the performance of various operators and determined which customer groups are the most frustrated and unlocked the reasons behind.
Improving the customer experience in the industry requires a genuine understanding of the customer
While Matkahuolto is proud to be recognized again as Finland's most valued parcel brand, we see this as motivation to keep improving. The customer experience is a journey of continuous development. We explored what Finns find problematic about the industry. Matkahuolto wants to have an honest and transparent conversation about the industry and share the findings openly to encourage a collaborative discussion.
– Kati Nevalainen
Director, Parcel Services and Service Point Network
Going well, but we can do better
We've developed advanced services to better meet our customers' needs, but we're aiming higher. And so can you, if you are running an online store. Improve your customer experience by offering a wider range of parcel service companies and delivery options to your customers, so that they can choose the best option for themselves along with the additional Matkahuolto services they might need.