Top NPS Survey Questions for Delivery Services in India
- Ask the right questions : Use concise, behavior‑based prompts that capture delivery experience.
- Segment by city & tier : Tailor follow‑ups for Mumbai, Bangalore, Guwahati, and tier‑2/3 markets.
- Leverage EdgeOS & Dark Store Mesh : Turn real‑time feedback into actionable logistics tweaks.
Introduction
In India, where cash‑on‑delivery (COD) remains king and regional logistics hurdles are aplenty, a simple Net Promoter Score (NPS) survey can be a goldmine. Imagine a customer in Guwahati who receives a parcel 24 hrs late—without a quick feedback loop, that frustration can snowball into a return or a negative review. A well‑crafted NPS survey, deployed immediately after delivery, turns that single interaction into data that can reduce RTO (Return‑to‑Origin) rates, improve on‑time delivery, and increase repeat orders in metros like Mumbai and Bangalore.
1. Why NPS Matters for Delivery in India
| KPI | Impact of High NPS | Typical Indian Pain Point |
|---|---|---|
| On‑time Delivery | ↑ 5–7% repeat orders | Traffic congestion in tier‑1 cities |
| RTO Reduction | ↓ 10–15% cost | Cash‑on‑delivery disputes |
| Brand Loyalty | ↑ 3–4 pts NPS | Competing couriers (Delhivery, Shadowfax) |
A 70‑plus NPS in delivery correlates with 10‑15% higher customer lifetime value. In a market where 80% of orders still go COD, every point counts.
2. Core NPS Questions to Ask
| Question | Why It Works | Sample Wording |
|---|---|---|
| Primary NPS | Measures overall loyalty. | “On a scale of 0‑10, how likely are you to recommend our delivery service to a friend?” |
| Speed | Captures timeliness. | “Did your package arrive within the promised window?” (Yes/No) |
| Reliability | Assesses accuracy. | “Was the product delivered in good condition?” |
| Communication | Gauges updates & tracking. | “How would you rate the real‑time updates you received?” |
| Cost‑Perception | Links price to value. | “Do you feel the delivery cost was fair for the service received?” |
Tip: Keep the survey to 3–5 questions; Indian mobile users value brevity.
3. Segmenting Responses by City & Tier
| City/Tier | Typical Delivery Constraint | Tailored Follow‑up |
|---|---|---|
| Mumbai (Tier‑1) | Peak hour traffic | “Did you experience delays due to traffic?” |
| Bangalore (Tier‑1) | Variable weather | “Did rain affect your delivery time?” |
| Guwahati (Tier‑2) | Limited courier coverage | “Was the delivery agent available at the promised time?” |
| Tier‑3 (e.g., Jabalpur, Aligarh) | RTO due to COD mismatch | “Did you face any difficulty paying the courier?” |
Segmenting allows you to surface city‑specific insights and calibrate your EdgeOS routing rules accordingly.
4. Data Collection Methods
| Method | Pros | Cons | Best Use |
|---|---|---|---|
| SMS (OTP‑based) | High open rate | Limited input length | Primary NPS + 1‑click follow‑up |
| Mobile App Push | Rich UI | Requires user app | Detailed feedback & images |
| WhatsApp API | Familiar channel | Requires consent | NPS + anecdotal chat |
| In‑app Survey | Seamless | Requires app usage | Continuous feedback loop |
For COD‑heavy regions, SMS is the most reliable for immediate NPS capture.
5. Using EdgeOS for Real‑Time Feedback
EdgeOS aggregates micro‑feedback at the delivery node. When a courier completes a drop, EdgeOS pushes the NPS score to the central analytics hub within seconds, enabling:
- Dynamic Routing : If a cluster in Guwahati shows low “Reliability,” reroute future deliveries to alternate hubs.
- Automated Remediation : Trigger a “Thank You + Coupon” message to promoters, or a “We’re Sorry” offer to detractors.
- Predictive Alerts : Flag potential RTO spikes when “Speed” scores drop below 7.
By converting NPS into actionable rules, EdgeOS turns customer sentiment into operational agility.
6. Dark Store Mesh & NDR Management
Dark Store Mesh—our network of micro‑warehouses—relies heavily on accurate delivery data. Integrating NPS into the mesh:
- Inventory Allocation : If a dark store in Bangalore reports high “Speed” satisfaction, push more high‑margin SKUs to that location.
- NDR (Non‑Delivery Report) Reduction : Use NPS “Communication” scores to identify points where customers refuse delivery—often due to lack of updates.
This synergy between NPS and logistics infrastructure reduces waste and boosts margin.
Conclusion
In India’s fast‑paced e‑commerce ecosystem, an NPS survey is more than a courtesy—it’s a strategic compass. By asking the right questions, segmenting by city, and feeding the data into EdgeOS and Dark Store Mesh, delivery operators can preempt RTO, delight COD‑centric customers, and outpace rivals like Delhivery and Shadowfax. Start with the questions above, iterate, and watch your delivery scorecard climb.