The freedom to plan your own day, a dynamic routine, and competitive earnings of up to EUR 1,800 net per month are attracting a growing number of people in Lithuania to courier work each year. Still, according to Venipak, one challenge continues to affect perceptions of the profession: the tendency for negative customer feedback to overshadow the positive side of the job.
To help shift that narrative, the company launched a special campaign encouraging customers to share compliments with couriers. The response exceeded expectations. The feedback revealed the often unseen side of the job: couriers helping drivers whose cars are stuck, knocking softly so they do not wake a sleeping baby, and even giving customers a lift to work.
Top couriers recognised with bonuses
The campaign delivered stronger results than expected. In just a couple of weeks, nearly 800 positive customer reviews were collected across Lithuania and Latvia.
“We were genuinely pleased by the number of compliments we received. It is a strong sign that attitudes in the market are changing for the better. A courier’s day is made up not only of long hours on the road, but also of constant pressure to deliver parcels on time while interacting with a wide variety of customers. It is a job that can be demanding both physically and emotionally. By launching this positive campaign, we wanted to help ensure that couriers feel seen, valued and properly appreciated,” says Laura Buitkuvienė, Head of Human Resources at Venipak.
The company awarded EUR 200 vouchers to the 15 couriers who received the highest number of positive reviews. The initiative also sent a clear message internally: extra effort, professionalism and a positive attitude do not go unnoticed.
“Many of the couriers who were recognised said they had simply been doing their job as usual. Even so, they admitted that receiving so many kind words felt incredibly meaningful. Our ambition is for this initiative to become an annual tradition that both customers and couriers look forward to. We want to highlight the real value of courier work, which is why we reward top performers not only with recognition, but with financial bonuses that reflect their contribution in a tangible way,” L. Buitkuvienė says.
According to her, the company hopes that positive customer feedback will continue to challenge outdated stereotypes and help foster a culture in which courier work is treated with greater respect and couriers themselves are more highly valued.
What are customers most grateful for?
A closer look at the feedback shows that couriers often become much more than delivery professionals in the eyes of customers. For many recipients, they are familiar faces associated not only with parcels, but with positive energy and everyday kindness.
Among the words mentioned most often in customer comments were “helpful,” “kind,” “always smiling,” and “understanding.” Customers value not only speed and reliability, but also the extra effort couriers make, from carrying heavy items up to a fifth-floor apartment with no elevator to quietly knocking on the door when there is a baby asleep inside.
“One courier was praised for helping pull a stuck car out, while another drove a customer to work after noticing she was struggling to walk. Reading through all the feedback, you get the impression that couriers become almost like part of the family for many customers. People appreciate them not only for doing their job well, but also for lifting their mood, taking the time to have a quick chat, making a joke, asking how they are doing, and adapting patiently to customers’ schedules to make sure a parcel can be delivered,” L. Buitkuvienė says.
What do couriers themselves value most about the job?
While competitive pay and bonuses are an important part of the appeal, couriers themselves say that what matters most is the sense of freedom the job offers, along with the ability to directly influence their income.
One of the award-winning couriers, Adam Dayekh, who has been with Venipak for four years, says the biggest advantage of the role is the independence it gives him.
“What I value most is the freedom and the fact that I can directly influence how much I earn. The more I work, the more I make, so in many ways it feels like working for myself. I also like the fact that I am always on the move. There is no monotony in this job, because every day brings new people and new conversations. The key is to keep things simple: even if I come across disrespect, I focus on doing my job and not taking it personally. And when people show appreciation, it is truly rewarding,” says A. Dayekh.
A similar view is shared by Ernestas Dulko, who has been with the company for three years. For him, one of the most satisfying parts of the job is knowing that his arrival is usually associated with good news.
“I genuinely enjoy meeting people and talking to them, because receiving a parcel tends to brighten someone’s day, and that lifts my mood as well. I never have to ask for compliments – it all happens naturally. I simply do my job, and being friendly is a natural part of that. I did not expect any award, so hearing so many kind words was especially meaningful. It made me feel that my efforts had truly been noticed,” says E. Dulko.
