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.
A Delivery Experience Celebrated by E-shoppers
In 2024, recipients gave Colissimo an average satisfaction score of 8.8/10 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:
A Recommendation That Makes a Difference
In 2024, Colissimo achieved an NPS of 63, with 73% Promoters. That’s a 2-point increase on 2023 and a score comparable to the best customer relationship benchmarks. Even during peak periods such as Black Friday and Christmas, recommendation remains strong (NPS 60 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?
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.
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 (792,496 responses analysed in 2024) 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.
Latest Insights of Q1 2025 : Consistently appreciated service, quarter after quarter
NPS : 62
Of which 73% are Promoters
Satisfaction score : 8,7/10
With 59% of recipients awarding the top score of 10/10
A result that confirms Colissimo’s commitment to reliable, fast delivery aligned with customers’ expectations.
