Tuesday 19 May
The moat, six brand customers in.
Service-health composite, channel mix, carrier performance and reputation signal — per brand customer. Once a CFO has logged in three times this month, the cost of leaving InterSend quietly compounds. Pip’s Pantry is the live reference customer — open their portal via the rep switcher.
Active brand portals
6
Onboarded · target 12 by end-Q3.
Health average
90
Composite SLA + delivery + reputation.
Logins · this month
38
Compounding switching cost · target 6+ / brand.
On watch
2
Brand customers needing a soft touch this week.
By sector
Subscription boxes
93
2 brand customers
Drinks & alcohol
85
2 brand customers
Charities
93
2 brand customers
Brand customers · health + signal
Click Pip’s Pantry to open their brand portal.
94
+1 pt WoW
Pip's Pantry
Reference customerSubscription boxes
Trustpilot up 0.2 stars after the Yodel SE-region routing fix. Two late-delivery flags resolved cleanly. Pip logged in four times this fortnight — the QBR cadence is sticking.
12
logins
91
flat
Northern Brew Co
Subscription boxes
Volumes tracking +5% MoM. Returns rate dropped to 0.9%. Steady, no signals to surface.
6
logins
88
+2 pt WoW
Whitsund Distillery
Drinks & alcohol
HMRC bond-store throughput up; excise queries halved month-on-month. Founder uses the portal twice-weekly.
8
logins
82
−1 pt WoW
Hammersmith Vermouth
Soft touchDrinks & alcohol
Sales +18% MoM — SE-bay capacity tightening. Pricing-review conversation due before Q3.
5
logins
96
+3 pt WoW
St Cuthbert's Foundation
Charities
Heritage merch window closed clean. Q3 supporter-pack brief in; ready to start the pre-flight call.
4
logins
89
flat
Rivermouth Trust
Soft touchCharities
Supporter pack despatched on time; one carrier exception logged. Trustee meeting 22 May — invite to QBR.
3
logins
Featured deep-dive
Pip's Pantry
Premium snack subscription · 2,400 active subscribers
This month — May 2026 (month-to-date)
Strong month operationally. One carrier issue worth a conversation before next month.
Your fulfilment is performing at 99.4% pick accuracy against a 12% increase in orders. Pick accuracy and on-time despatch are both at year-best.
Royal Mail Tracked 48 is carrying 73% of volume and delivering 98.7% on time. DPD is the smallest share (5%) and the best performer (99.6%).
Yodel is the gap. 22% share, 91.2% on time, and the only carrier appearing in this month’s 2- and 3-star Trustpilot reviews. The pattern is concentrated in SE postcodes — both flagged reviews were SE6 / SE13.
Worth a 15-minute call about consolidating SE-region volume away from Yodel — likely a 0.4-point Trustpilot uplift inside a quarter at no incremental shipping cost.
Recommendation
Consolidate SE-region volume from Yodel to Royal Mail
~70 orders/week affected. Modelled cost-neutral. Estimated CX uplift: 0.4-point Trustpilot rating, ~1.5% subscription retention improvement on the SE cohort.
Owner
InterSend account team
by Wed 27 May
Fulfilment (InterSend)
Pick, pack, despatch — operational layer.
Orders this month
1,847
+12% MoM
Pick accuracy
99.4%
On-time despatch
99.1%
Returns rate
1.2%
Your sales (Shopify)
What your customers are doing — context for our work.
Orders vs last month
+12%
Trend up
AOV
£42.00
+4.2% YoY
Conversion
2.8%
+0.3pp
Peak day
Tuesday
19% of week
Customer experience
Trustpilot, carrier outcomes, complaints.
Trustpilot
4.7
38 reviews 30d
Sentiment 30d
+1.4pp
Complaints
4
3 same-day
NPS estimate
62
Orders — 6 months
1,847
Up from 1,410 in Dec 2025
On-time despatch — 6 months
99.1%
Year-best. Up from 98.2% in Dec 2025
Carrier performance
The recommendation above is driven by this. Yodel is the underperformer.
Royal Mail Tracked 48
Yodel
Underperforming on SE postcodes — see review feed.
DPD
Stock cover
Days of cover at current run-rate.
Morning Mix box
PP-SUB-MOR · 1,820 in stock
Afternoon Picks box
PP-SUB-AFT · 1,410 in stock
Evening Treats box
PP-SUB-EVE · 980 in stock
Classic Gift box
PP-GFT-CLA · 320 in stock
Refill pouch — Mixed Nut
PP-REF-MIX · 142 in stock
Limited: Spring Picnic Edition
PP-LTD-PIC · 410 in stock
Recent Trustpilot reviews
Pulled this morning. Carrier tagged where relevant.
- ★★★★★· Yodel13 May
Box was four days late and the courier never attempted delivery. Pip’s customer service were great but the carrier let them down again.
- ★★★★★· Yodel12 May
Love the box. Hate the Yodel tracking experience — said delivered when it wasn’t.
- ★★★★★· Royal Mail Tracked 4811 May
Beautifully packed and arrived the day after I ordered. The little tasting card is a lovely touch.
- ★★★★★· Royal Mail Tracked 4810 May
Three months in and not a single missed despatch. I trust this subscription more than my milk delivery.
- ★★★★★8 May
Replacement sent straightaway after one bar was damaged. Friendly response from the team.
- ★★★★★· DPD6 May
Gift box for my sister. She rang to thank me before it had even all been opened.
Top SKUs by revenue
Share of this month's revenue, in order.
Morning Mix subscription
41%
Afternoon Picks subscription
26%
Evening Treats subscription
17%
Spring Picnic (limited)
9%
Classic Gift box
7%