Creating a great delivery experience

In today’s competitive eCommerce landscape, a great delivery experience is an impactful way online retailers can stand out. While a smooth delivery adds value and a positive perception of a brand, a poor one can erode confidence and discourage future sales. We’re sharing practical insights from our experience as New Zealand’s favourite delivery company. These are tips that online retailers can use to improve first-time delivery rates and ultimately improve customer satisfaction. 

1. Give your customers delivery options

• Offer a range of delivery options: Every shopper is different. Some want their purchase today, some are happy for their item to go by Courier to arrive the next working day, and some enjoy the convenience of picking up in-store. Offering a variety of delivery options helps you meet more needs and close more sales.
• Speed matters: According to the 2025 Market Sentiments Report, our in-depth study found that when time is of the essence, shoppers are willing to pay more for faster delivery¹. Offering premium options like same-day or evening delivery can be a competitive advantage, especially for urgent or niche products.
• Delivery choices can be the reason a customer chooses you over another retailer: More delivery options can improve customer satisfaction and be a reason a shopper chooses your store over a competitor. During the busy Peak season, faster delivery options also provide reassurance that important Christmas gift being sent to a loved one, will arrive on time. 

2. Creating the right delivery expectations on your website

• Put delivery options front and centre: Don’t tuck delivery options away behind the shopping cart - promote them proudly across your website. Whether it’s same-day delivery using NZ Post Express or click-and-collect, showcasing these choices early can be a compelling reason for shoppers to choose you over competitors.
• Set clear timeframes: Be upfront about estimated delivery times and remember to include your cut-off dates for customers to buy from you to get their items before Christmas​. Communicate any changes to normal processing and delivery timeframes early.  At this busy time of year consider building a buffer into your timings, allowing for longer than normal pick and pack processing times, and any unforeseen delays.
• No surprises: Shoppers value transparency, especially when it comes to cost.  Be clear about delivery fees and return costs before checkout. Our Optimising Your Delivery Strategy study found 59% of shoppers would likely abandon their purchase because delivery fees were not calculated before they checkout.²  

3. Capture data correctly to improve first time delivery 

• Smarter addressing means smoother deliveries:  Validating customer addresses at checkout is one of the simplest ways to boost first-time delivery success. Tools like Google Address Validation, NZ Post’s Parcel Address API, or the Shopify NZ Post Address Search plugin help catch typos and incorrect postcodes before they disrupt automated sorting.  
• Capture special instructions early: Give shoppers peace of mind by allowing them to add delivery instructions at checkout. Whether it’s “leave under the BBQ” or “behind the pot plant,” these notes help drivers deliver with care and confidence - even when no one’s home.
• Make instructions visible: Ensure all shopper instructions are clearly printed on shipping labels. This helps drivers follow through on customer expectations and reduces the chance of missed or mishandled deliveries.
• Good data makes a difference: NZ Post relies on receiving parcel data in line with our data injection standards. When you provide clean, correctly formatted data, it improves delivery performance, reduces billing errors, and enhances your overall customer experience.
• Prep parcels for efficient pick-ups: During high-volume periods, correct data and timely dispatch are even more critical. If you have multiple pickups, hand over parcels destined outside your local area earlier in the day to help us move them faster. Pre-sorting parcels with delivery speed and destination in mind and staying within size and weight limits all help ensure parcels arrive on time and avoid unexpected charges.

HELPFUL TIP

NZ Post’s sending standards cover everything from addressing formats and packaging to prohibited items and dangerous goods. Following these guidelines sets your business up for smoother operations and happier customers: Complying with our sending standards | NZ Post 

4. Provide visibility throughout the ordering and delivery process. 

• Tracking is a must-have: 57% of shoppers would likely abandon their shopping cart if tracking wasn’t offered, showing that visibility is expected, not a nice-to-have³. The ability to see, manage, and even redirect deliveries is becoming a key factor in choosing one retailer over another. Especially for first-time buyers or those new to online shopping, tracking can provide the reassurance they need to hit “confirm order.”
• Make it easy for customers to stay informed: Capture email addresses and mobile numbers at checkout, enable parcel notifications, and let customers know you’ll use them to keep them updated. Notifications let shoppers know where their parcel is and when it will arrive, giving customers control and confidence.  NZ Post offers these tools to help you provide visibility of a parcels journey to your customers:
  • Parcel notifications: Send notifications, including email and SMS updates, at key moments - order received, dispatched, out for delivery, and delivered - to keep customers in the loop. Real-time updates via notifications and photo on delivery can improve peace of mind and reassurance, reducing anxiety for receivers and cutting down on contact centre enquiries during busy periods.
  • NZ Post App: Encourage customers to download the NZ Post app to track and manage their parcels on the go. With over half a million downloads and nearly 79% of people using it more than twice to track a parcel on its journey⁴, it’s a trusted tool that enhances the delivery experience.  

5. After delivery, turn the final step into a lasting impression 

• Show care and interest after the delivery: Once an item is delivered, a simple follow-up - via email, text, or even a quick call - can go a long way in reinforcing a positive delivery experience. It’s also a great opportunity to gather feedback, spot patterns, and make improvements that benefit future deliveries.  Encourage customers to share their thoughts on the delivery process and respond to any concerns quickly and personally.  
• Simplify returns to build loyalty: Returns shouldn’t be a hassle. Our data shows that 78% of online shoppers are more likely to trust a store that offers easy returns5. Include a tracked return label with every parcel makes the process smooth and stress-free.  
• Be clear with your return policy: Display your return policy prominently and in plain language. When shoppers know they can return something easily if it’s not quite right, they’re more likely to complete their purchase with confidence.

Final Thought

Delivery is more than logistics, it’s a reflection of your brand promise.

Choosing the right delivery partner is one of the most important decisions you can make to ensure a great delivery experience for your customers. Start by evaluating their national and international reach, strength of their network, service standards, delivery options , and track record for reliability. Then, narrow your options to those who genuinely care about helping your business grow, delivering flexibility, innovation and visibility your customers expect, and will go the extra mile to deliver not just parcels, but exceptional customer experiences.

Find out more about NZ Post services 

_{1-3: eCommerce Market Sentiments Report 2025.
4, 5: Consumer Receiving Experience, NZ Post 2024.}