We’re listening

Read about some of the latest changes we’ve made to nzpost.co.nz thanks to your feedback. We aim to do this regularly, so keep an eye out.

If you’ve got any feedback about stuff you’ve seen here or on nzpost.co.nz you can let us know on our Customer feedback forum.

Find your nearest Postbox

Customer feedback from: Customer Feedback Survey June 2011
Completed: In the pipeline

We’re in the process of adding Postbox locations to our PostShop/Kiwibank Locator. You will also be able to give feedback on each location, if it’s not quite in the right spot on the map you can let us know.

Tracking email alerts

Customer feedback from: Tracking email alerts feedback form
Completed: August 2011

Customers have received tracking alerts notifying that their parcel hadn’t received a scan for sometime and we were therefore no longer watching the parcel – they were left in the dark as to where their parcel was.

We changed the email alert subject to ‘Attention’ and gave them reasons why their parcel may not have been scanned for sometime and their next steps to find out more.

We also had another tracking alert which said ‘Untracked’ – customers were often mistaking this as ‘unwatched’, assuming we were no longer watching their parcel, when it really meant their parcel hadn’t been scanned into the system yet.

Thanks to feedback we have now changed the email subject to ‘Pending’.

To subscribe to alerts for your parcel, login and use our Tracking tool.

Displaying tracking statuses in chronological order

Customer feedback from: Tracking email alerts feedback form
Completed:
July 2011

You can now see tracking scans/status updates in the exact order in which they’re scanned, which makes it easier to see your parcel’s progress.

Worldwide and Australia & South Pacific international envelopes

Customer feedback from: Customer Service Centre
Completed: May 2011

When purchasing International Air envelopes it was difficult to differentiate between ‘Worldwide’ and ‘Australia & South Pacific’ envelopes when they were in your cart.

We made a slight tweak by adding this description into the product name so you could tell the difference.

Although some of these changes may seem minor, thanks to feedback we’re able to find out what issues customers are having (minor or major) and then make a change, fix or update. So thanks again! We’ll be posting some more stuff we’ve been working on soon.

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5 Responses to We’re listening

  1. Jimmy says:

    Do you know if there is a address checker api on its way..? Been trying to find a way to run a checking system against maybe google maps to make/fix our addresses.

  2. Ben says:

    Thanks Jimmy, it will be available soon, although I can’t give you an exact date at the moment. I’ll add you to a list of beta testers and can contact you when it’s ready to trial if you like?

  3. aaron says:

    oh- big hole in the tracking which i assume you are aware of- sending from agency via parcel post tracked, tracking doesnt show up until after delivered- does not inspire any confidence if it goes missing before that stage and encourages me to post at branch instead of agency which is not good for agency business

    • Ben says:

      Thanks Aaron. Agencies or Post Centres do not have scanning equipment so they physically can’t provide an acceptance scan. The person taking the item should have told you this so that you knew you had the option – if you want to reply and let me know where you lodged it we’d like to remind them that they need to do this. We’re trialling scanners in agencies at the moment as part of the trial we’re doing in the Kapiti region – if this goes well we may see more of these in agencies in the future. Thanks for taking the time to let us know.

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