Verifio×PostNLRegional pilotRepresentative customer satisfaction.
Continuous improvement.
PostNL delivers over a million parcels a day — yet its public reputation is shaped by the small, skewed fraction of customers who go out of their way to leave a review. Verifio builds a customer satisfaction score that reflects every verified delivery, starting with a pilot in one postcode region.
Existing review platforms only tell part of the story
Today's review platforms primarily reflect customers who actively choose to leave a review. For a carrier operating at PostNL's scale, the result is a structural reputation gap:
- Mostly dissatisfied customers leave reviews
- Valuable customer interactions are lost
- Customer satisfaction is often underrepresented
- Organisations gain limited operational insights
- Feedback rarely leads to structural improvements
Traditional review platforms measure opinions.
Verifio measures customer experience.
A more representative customer satisfaction score
Verifio broadens the picture by incorporating verified customer interactions from customers who engaged with a feedback request but chose not to leave a review. Through our proprietary weighting model these passive interactions contribute with a significantly lower weighting than written reviews — reducing non-response bias and producing a score PostNL can confidently communicate across its website, customer communications and marketing channels.
Sent from PostNL's own domain — recognisable, trusted, delivered to the inbox.
no review submitted
Calculated with the Verifio Representative Trust Model — designed to reduce non-response bias.
PostNL's own page, ready on day one
This is what the pilot delivers: a public PostNL profile with a representative Trustscore, plus a regional breakdown that shows where performance is strong and where it can improve.
PostNL
Parcel delivery · Pilot region Utrecht
Rating distribution
★ marks written reviews only. The Trustscore additionally incorporates passive interactions at a significantly lower weighting.
Regional performance (pilot region)
| 3511–3529 · Utrecht Centrum | 4.7 | 2,400+ | |
| 3531–3555 · Utrecht West | 4.6 | 1,900+ | |
| 3561–3585 · Utrecht Noord-Oost | 4.4 | 1,700+ | |
| 3430–3455 · Nieuwegein | 4.6 | 1,300+ | |
| 3700–3769 · Zeist e.o. | 4.3 | 1,100+ |
Per postcode area: Trustscore, verified interactions and 3-month trend. The same breakdown is available per depot and per delivery round.
Understand exactly where improvements are needed
Every verified customer interaction becomes operational data. Rather than simply measuring customer satisfaction, Verifio helps PostNL understand exactly where, why and how the experience can be improved — sliced across any dimension in the delivery journey.
Trustscore per postcode area, city or province.
Benchmark sorting centres and depots against each other.
First attempt, redelivery, pickup point, neighbour drop-off.
Where contact moments help — or hurt — satisfaction.
How performance moves week over week and quarter over quarter.
Slice by any field you already send in the delivery event.
Representative customer satisfaction is only valuable when it leads to actionable insights.
Resolve customer issues faster and more efficiently
Manage every customer interaction from one central platform — each issue gets a clear owner, status and follow-up, so nothing slips through the cracks and negative experiences get a real chance to turn positive.
Every issue has a responsible owner.
See at a glance what's open, in progress or resolved.
Notes and hand-offs stay in one thread.
Draft responses in PostNL's own tone of voice.
Invite customers to update their review after resolution.
Track resolution times and outcomes per team.
Turn negative customer experiences into positive outcomes.
Everything in one place
Management gets real-time visibility into customer satisfaction, operational performance and improvement opportunities — so customer-experience decisions rest on real operational insight, not gut feel.
Make customer experience decisions based on real operational insights.
The pilot, step by step
Select one pilot region
Together we pick a postcode region — for example the Utrecht area (35xx). Every parcel delivered in that region is included in the pilot, so the score reflects the full delivery population instead of only vocal customers.
Delivery events flow into Verifio
PostNL supplies a daily feed (API or batch) of completed deliveries in the region: delivery timestamp, postcode area and recipient e-mail address. Verifio's existing order-intake API receives them; each delivery contributes a maximum of one interaction — which also prevents manipulation.
Feedback requests from PostNL's own domain
PostNL delegates one sending subdomain (for example feedback.postnl.nl) to Verifio via DNS: SPF, DKIM and DMARC records. Invitations then carry PostNL's own domain reputation — customers see a sender they recognise and trust, mailbox providers see fully authenticated mail, and nothing lands in spam. Verifio's sending layer adds one-click unsubscribe (List-Unsubscribe), automatic bounce and complaint suppression, engagement-based sending and a gradual warm-up schedule.
A representative score plus operational insight
Written reviews and passive interactions roll up into the PostNL Trustscore, broken down by postcode area, depot and delivery round. Negative feedback is categorised so the biggest operational bottlenecks surface automatically — the input for the monthly improvement cycle.
For PostNL's developers
DNS records, API reference and code examples — everything needed to go live is documented and ready.
Privacy & compliance
- Verifio processes recipient data strictly as a processor on PostNL's behalf, under a GDPR data-processing agreement.
- Recipients can opt out with one click; suppressed addresses are never contacted again.
- Unopened invitations are excluded from the score and their data is not retained beyond the sending window.
- All data is hosted within the EU.
Verifio Trustscore methodology V1.0
The methodology is public and simple to explain; the exact model parameters are proprietary to Verifio and continuously refined against verified customer interaction data.
- Only verified customers are included.
- Each order contributes a maximum of one interaction.
- Written reviews remain the primary driver of the Trustscore.
- Customers who open a feedback invitation but choose not to leave a review are included through Verifio's proprietary weighting model, with a significantly lower weighting.
- Unopened feedback invitations are excluded.
- The Trustscore is based on verified customer experiences from the past 12 months.
- More recent customer experiences carry greater weight: every quarter, the weight of an experience is reduced by 25%.
Next to the score we display the volume of verified customer interactions in scales — 100+, 1,000+, 10,000+, 100,000+, 1,000,000+ — so consumers can immediately see how much verified experience the score is built on.
- Older experiences remain readable
- Full transparency on how the score works
- The score reflects current performance
- No years-long penalty for past incidents
- Improvements become visible within a quarter
- The score stays current
- Simple to explain publicly
- Resistant to manipulation (one interaction per order)
- Rewards continuous improvement, not one-off peaks
Appendix — current model parameters (V1.0, confidential)
Explicit feedback. Written reviews are weighted at 100%, scored per star, and remain the primary driver — an explicit review overrides all other signals for that order.
Passive interactions. An opened invitation without a submitted review is assigned an internal representative trust value of 4.5 and contributes with a 10% weighting relative to written reviews.
Recency. 0–3 months 100% · 3–6 months 75% · 6–9 months 50% · 9–12 months 25% · older than 12 months excluded.
Parameters are evaluated yearly against millions of verified customer interactions and refined where a more representative fit is found. Shared with PostNL for pilot evaluation; not for public distribution.
From feedback to continuous improvement
Customer feedback shouldn't end with a score — it should drive better customer experiences. Traditional review platforms stop after collecting reviews. Verifio starts where they stop: every verified interaction becomes operational data. We identify where satisfaction can improve, prioritise the biggest bottlenecks in a monthly strategy session, and help implement solutions through AI, workflow automation and tailored integrations.
Customer experience specialists
Analyse customer feedback and identify improvement opportunities per region and depot.
AI & automation specialists
Design workflows that reduce manual work and improve the customer experience.
Engineering team
Develop tailored integrations where standard solutions are not sufficient.
Partner ecosystem
Trusted partners implement specialised solutions where needed.
Tailored operational improvements
AI-powered customer support
Configure support to match PostNL's preferred level of automation — draft responses, automate selected topics, or fully automate conversations in your own tone of voice.
Investigation automation
Automate investigation requests from submission to resolution, with all information exchanged automatically between senders and PostNL.
Custom integrations & workflow optimisation
Implement AI solutions, workflow optimisations and custom integrations where they create the greatest operational impact.
More examples
Every identified bottleneck becomes an opportunity for measurable improvement.
Reputation, or customer experience?
Traditional review platforms measure reputation. Verifio measures — and improves — the customer experience behind it.
- Reviews only
- Static ratings
- Limited insights
- Manual follow-up
- No operational improvements
- Measures reputation
- Representative customer satisfaction
- Continuously improving satisfaction
- Actionable operational insights
- Smart issue management
- AI, automation & tailored integrations
- Improves customer experience
What the partnership unlocks
Helping PostNL build a customer experience that customers can trust — and a Trustscore that truly reflects it.
Representative Trustscore
A more representative reflection of your service, communicable across every customer touchpoint.
Regional & depot insights
Identify operational bottlenecks across regions, depots and delivery processes.
AI-powered customer support
Tailor support through AI while reducing response times and operational workload.
Investigation automation
Automate investigation requests and information exchange between senders and PostNL.
Tailored operational improvements
AI solutions, workflow optimisations and custom integrations where they create the greatest impact.
Continuous improvement partnership
Analyse feedback, prioritise improvements and continuously optimise the customer experience, together.
Pilot in three phases
Setup
- DNS delegation of the sending subdomain (SPF, DKIM, DMARC) + warm-up start
- Delivery-event feed connected (API or daily batch)
- Feedback e-mail template in PostNL style, approved by PostNL
- Data-processing agreement signed
Live in the pilot region
- Every completed delivery in the region receives a feedback invitation
- PostNL profile with representative Trustscore goes live
- Regional and depot dashboards available to PostNL
- Monthly strategy session: bottlenecks, priorities, improvement actions
Evaluation & rollout decision
- Response and open rates vs. carrier benchmarks
- Representative Trustscore vs. existing public review scores — the reputation gap, quantified
- Operational insights delivered and improvements implemented
- Joint decision on regional expansion or national rollout
What PostNL provides
- One pilot postcode region
- Daily delivery-event feed for that region
- DNS records on one sending subdomain
- A contact for the monthly strategy session
What Verifio provides
- Platform, sending infrastructure and deliverability management
- Public PostNL profile + regional dashboards
- Customer experience analysis and categorised feedback
- Monthly strategy session with improvement roadmap
Customer satisfaction deserves a more representative future
As customer behaviour keeps evolving, collecting representative feedback is getting harder — traditional platforms reflect only the small percentage of customers who actively choose to review. We believe organisations deserve a more representative understanding of customer satisfaction, and a Trustscore they can confidently communicate. But measuring is only the beginning: Verifio combines software, AI, customer-experience expertise and tailored integrations to continuously improve the experience itself.
Helping organisations build customer experiences they can confidently stand behind — and Trustscores that truly reflect them.
Ready to see how PostNL actually performs?
The pilot region can be live within two weeks of DNS delegation and the first data feed. One region, twelve weeks, a quantified reputation gap.
Start the conversationConfidential — prepared by Verifio for PostNL. Demo figures are illustrative.