Overall Process

The NPA tool and trustMinder can be used together to gather feedback from NPA touchpoints. 


The overall process is as follows:


  1. A touchpoint is replicated on the NPA tool
  2. The replicated touchpoint CSV file is sent to trustMinder (on a daily basis)
    • trustMinder receives the file, processes it, stores contacts and waits until the scheduled time to send the surveys
  3. trustMinder sends branded DHL surveys to DHL customers  (on a daily basis) at the scheduled time
  4. Customer responses flow back to trustMinder 
  5. trustMinder sends back responses from today to the appropriate NPA queue (on a daily basis) at a scheduled time
    • 2nd Call queue
    • Analyst queue





To get started DHL Express countries need:

  • Access to the NPA tool 
  • An account on trustMinder (haven't got one? Visit here and click 'Start using trustMinder'). 


If you have both of this requirements you can setup trustMinder to send surveys for NPA touchpoints.


Please watch this video guide for setting up a NPA touchpoint and creating a corresponding trustMinder survey.


We recommending watching in full screen.




If you need additional help - we have provide a guide text version of the guide via solutions. 

  1. Add & Replicate a touchpoint on the NPA tool 
    • Wait until the next day* before proceeding to the next step
  2. Run the NPA wizard on trustMinder and translate the Survey/Invite if required


Once these two steps are completed:

  • files will be sent from the NPA tool
  • trustMinder will send surveys to customers  
  • trustMinder will return responses to the NPA tool automatically 


* The NPA tool sends files to trustMinder once a day and usually overnight.