Reliable delivery enabling growth - CleanPost and NZ Post
CleanPost has grown from a small family-run business in Tauranga into one of New Zealand’s leading online cleaning product retailers. Built around trusted, high-performing products and fast nationwide delivery, the business has developed a loyal customer base and a strong reputation for customer service.
For co-founder Jacob Buchan, reliable delivery has become a critical part of the CleanPost brand experience, driving repeat purchase and operational efficiency. Since switching to NZ Post, the performance and consistency they bring to the table has played an important role in enabling the business to scale and grow.
Reliable delivery enabling growth - CleanPost and NZ Post
CleanPost has grown from a small family-run business in Tauranga into one of New Zealand’s leading online cleaning product retailers. Built around trusted, high-performing products and fast nationwide delivery, the business has developed a loyal customer base and a strong reputation for customer service.
For co-founder Jacob Buchan, reliable delivery has become a critical part of the CleanPost brand experience, driving repeat purchase and operational efficiency. Since switching to NZ Post, the performance and consistency they bring to the table has played an important role in enabling the business to scale and grow.
Since switching to NZ Post
95%+ of parcels delivered the next day
50% reduction in customer calls, leading to increased operational efficiency
Positive customer feedback driven by delivery speed and reliability
Enhanced customer trust and repeat business
Building a trusted online brand
CleanPost began in 2018 after Jacob Buchan discovered an American cleaning product called Bar Keepers Friend while running a window and shower cleaning business. After seeing how effective the product was, he began selling it online directly to customers.
The business quickly gained momentum through social media and word of mouth. Since then, CleanPost has expanded to stock well-known brands including Scrub Daddy, Dazz and Hegs Pegs, alongside products developed in-house.
Today, the business sells through both online and retail channels, including Mitre 10, Bunnings and supermarkets, although the direct-to-consumer online business remains central to the brand. “We work hard to find products that genuinely bring value to people,” Jacob says. “If it’s not good enough, we won’t bring it in.”
That focus on quality extends beyond the products themselves. Customer experience has become a major point of difference for the business, with delivery playing a critical role in why customers love and trust the brand.
Delivery that enables growth
For CleanPost, delivery is a core part of the customer experience. “It’s in our name. It’s our essence,” Jacob says. “People order online because they want it delivered quickly. When customers know their order will get there fast and safely, that builds trust, which drives them to buy again and again.”
More than 95% of CleanPost parcels are delivered by NZ Post the next day, with everything else the following day. That consistency has become a major driver of repeat business and customer confidence.
“Customers don’t even think about it anymore. They just know they’ll order from us and the product will show up quickly and in a good condition.”
Fast, reliable delivery also protects the perceived value of the products themselves. “If something doesn’t show up when expected, customers are left with a sour taste. The value of the product, and our brand, both get devalued because expectations weren’t met.”
Beyond customer satisfaction, delivery performance has a direct operational impact on the business. Before moving to NZ Post, delivery issues with their previous courier generated a constant stream of daily customer calls and follow-up work. “When deliveries go wrong, the inbox clogs up and suddenly all your time goes into sorting issues instead of growing the business.”
After switching to NZ Post, CleanPost saw an immediate improvement.
“We absolutely noticed the difference straight away – less time on the phone, less follow-ups, less chasing parcels, more positive feedback.”
Jacob estimates customer calls and delivery-related enquiries reduced by more than 50%.
“It literally freed up hours every day that we could invest back into growing the business.”
A partner who cares
CleanPost’s relationship with NZ Post began after a local courier driver noticed the volume of parcels sitting outside the business during COVID and asked their Business Manager to get in touch. For Jacob, the true value of the relationship goes well beyond the operational efficiency, increased customer satisfaction and repeat business growth achieved.
“There’s a real feeling that NZ Post cares about us and wants us to succeed.”
That starts locally, with their NZ Post courier drivers. “We love those guys. They’re part of our CleanPost family.”
The business also works closely with their NZ Post Business Manager, reviewing performance, identifying trends and discussing further opportunities to drive efficiency and growth. “If anything goes wrong, I can ring my Business Manager and things get sorted quickly. That makes a massive difference when you’re a small business.”
NZ Post’s technology and visibility tools, like tracking and notifications, have also enhanced the customer experience. CleanPost uses the eShip platform, with everything from Shopify and fulfilment, through to tracking, integrated. It makes the flow seamless and keeps customers informed every step of the way.
Sustainability is another important point of alignment. CleanPost places a strong focus on reducing waste and environmental impact, and Jacob appreciates NZ Post’s investment in initiatives such as carbon reporting, electric vehicles and the hydrogen-powered truck.
“They’re genuinely trying to move things in the right direction. That matters to us.”
Together, that combination of reliability, people, technology and shared values has helped CleanPost continue to grow. “It’s simple really,” Jacob says.
“When delivery is reliable, operations flow easier, customer satisfaction and trust builds, and that allows businesses like ours to grow.”
Find out more about CleanPost at cleanpost.co.nz
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Talk to us about how we can help your business grow.