Customer satisfaction & NPS: your customers love being delivered by Colissimo

At Colissimo, we place recipients’ experience at the heart of our priorities. And their feedback speaks for itself: e-shoppers overwhelmingly praise the quality of our deliveries so much so that they are happy to recommend us. 

Visuel - Page Expédition client & NPS

A delivery experience celebrated by E-shoppers

In 2025, recipients gave Colissimo an average satisfaction score of 8.7/10 for their delivery experience.

Even better, nearly 6 out of 10 awarded the top score of 10/10. This high level of satisfaction is consistent across all delivery modes:

Notes de satisfaction clients par modalité de livraison : À domicile, en boîte aux lettres 9,1/10, À domicile, en main propre 9,2/10, En relais commerçant Pickup 8,9/10, En consigne Pickup 8,6/10, En bureau de poste 8,8/10, en voisin relais Pickme 8,5/10

A recommendation that makes a difference

Visuel - Page NPS & expérience client

In 2024, Colissimo achieved an NPS of 62, with 73% Promoters. That’s a 4-point increase on 2022 and a score comparable to the best customer relationship benchmarks. Even during peak periods such as Black Friday and Christmas, recommendation remains strong (NPS 61 during the Peak Period).

➡️ This level of endorsement reflects a lasting relationship of trust with your customers.

What is NPS and when is it measured at Colissimo?

Visuel - Qu’est-ce que le NPS ?
What is NPS?

The Net Promoter Score (NPS) is a global benchmark for customer loyalty and, by extension, satisfaction. It measures how likely recipients are to recommend a brand or service to others.

The question asked is straightforward: “How likely are you to recommend Colissimo to a friend or relative for parcel delivery?” Respondents answer on a scale from 0 (not at all likely) to 10 (extremely likely).

They are then categorised as follows:

  • Promoters (9–10): enthusiastic and loyal
  • Passives (7–8): satisfied but neutral
  • Detractors (0–6): dissatisfied

The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. It ranges from -100 to +100. A score above 0 already signals a positive recommendation. A score above 50 is considered excellent.

Visuel - Quand est mesuré le NPS Colissimo ?
When is Colissimo’s NPS measured?

At Colissimo, NPS is measured continuously and in real time, since January 2022, across a broad sample of parcel flows.

Each day, recipients who received a parcel the day before are sent a survey (645,553 responses analysed in 2025) in which they can provide their recommendation score.

🧭 Thanks to this barometer, you have a reliable compass to gauge your customers’ real loyalty and likelihood to recommend.