Premium global coffee brand’s
shot at delighting customers
A premium global coffee brand, renowned for its single-serve coffee capsules and machines, recognised a disconnect between their in-store excellence and the final touchpoint with customers – the delivery experience.
With the exponential growth in their sales (both B2B and B2C), alongside their commitment to sustainability through a capsule recycling programme, the brand needed a delivery solution that matched their premium brand values and environmental ethos.
Their challenge
Despite being a leader in premium coffee industry, the company was experiencing:
• High contact centre volume with delivery-related enquiries
• Customer satisfaction scores significantly lower than desired
• Limited visibility into delivery status for both customers and support teams
• Lack of customer engagement post-purchase
Our solution
To address these challenges, the brand partnered with Deliver In Person for a comprehensive 16-week pilot, from November 2024 to February 2025. The pilot focused on improving the delivery experience for customers across metropolitan Melbourne.
The pilot implemented:
• Deliver In Person’s dedicated delivery staff, trained specifically on the brand’s values and product handling
• Real-time tracking and communication through Deliver In Person’s world-class technology
• Personalised delivery experiences consistent with the brand’s ethos
The results
The premium experience delivered by Deliver In Person was demonstrated across a range of customer experience metrics. The brand particularly valued the real-time tracking capability, which gave customers real-time visibility into their delivery status. This feature put customers at ease, giving relief to the contact centre who saw a notable reduction in delivery-related enquiries.
Operational Excellence
• 12,982 parcels delivered from 11,850 orders during the pilot period, which notably occurred during the peak holiday season
• 99.35% On-Time Performance/Delivery in Full On Time (OTP/DIFOT), exceeding the SLA requirement of ≥98.0% by 1.35%
• 40-60% reduction in total contact centre enquiries related to delivery issues
Customer Satisfaction
• 0.17% complaint rate, performing 3x better than the SLA requirement of ≤0.55% and 47% better than traditional courier services
• 4.65/5.00 customer rating with approximately 1,000 customers highly rating their delivery experience
• +88 Net Promoter Score achieved by Deliver In Person, compared to the brand’s previous delivery partner’s NPS of +17
Customer Engagement
• 93% of customers rated their delivery experience with high marks
• 2.6-5.3x higher rating engagement compared to industry averages
• 6 in 10 customers clicked on live tracking options, highlighting the demand for transparency in delivery status
The success of the pilot can be attributed to several key factors:
- Brand Alignment: Deliver In Person delivery personnel were trained on the coffee brand’s values, ensuring consistent customer experience from purchase to delivery
- Real-Time Communication: The Deliver In Person platform provided customers with accurate, real-time delivery information, setting appropriate expectations
- Performance Measurement: Comprehensive metrics allowed for continuous improvement throughout the pilot
Looking forward
Following the successful pilot, the premium coffee brand has awarded the services for B2B in Sydney and Melbourne to Deliver In Person.
What started as a pilot to fix a problem has evolved into a competitive advantage. The delivery experience has become an extension of the brand promise – premium quality at every touchpoint. Deliver In Person has helped close the loop on customer experience, from bean to doorstep.
Partner with Deliver In Person
The road to unmatchable ecommerce delivery and memorable post-purchase experiences starts here.
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