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Customers are satisfied with Swiss Post

Customers are satisfied with Swiss Post’s services. This was revealed by the results of this year’s survey of about 37,000 business and private customers. The customer satisfaction index is higher than the previous year with a score of 80 out of 100 points (2012: 79). The Post Offices & Sales Group unit has received a particularly good score from private customers, who also value the alternative postal agencies and the home-delivery service. Swiss Post’s delivery quality also received a very positive score as part of a separate survey.

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Around 15,000 private customers and 9,000 business customers evaluated Swiss Post’s services in this year’s customer survey. The on-going improvements to products and services are particularly well-received among customers: the customer satisfaction index gained one point on the previous year with a score of 80 out of 100 points. A score above 80 points signifies a very high level of satisfaction. Customers place great importance on the quality of services and personal advice. Generally speaking, the scores for individual Group units remained stable among private customers. The Post Offices & Sales unit was able to maintain its high score of 86 points achieved in the previous year. Service packages by PostFinance (85 points) and PostBus services among leisure travellers (83 points) are also very popular. In the past two years, customer satisfaction has also improved significantly with alternative services offered by postal agencies and the home-delivery service.

On the whole, business customers are more satisfied than the previous year

Business customers make up an important segment for most units as they account for the largest part of Swiss Post’s turnover. On average, business customers are more satisfied than the previous year, in particular where customer communication is concerned. They gave the six units scores of between 78 and 83 points. Swiss Post’s cross-border solutions by PostMail Mail International and the services by Post Offices & Sales received better scores, whereas Swiss Post Solutions as a provider of services for outsourcing business processes and for secure electronic communication received a slightly lower score than the previous year with 79 points.

Great praise for delivery staff

The delivery staff continued to be very highly praised this year. As in the previous year, Swiss Post’s delivery quality received an excellent 92 points in a separate survey of around 13,200 private recipient customers throughout Switzerland. This is the seventh time in a row that the score achieved is higher than 90 points. Customers are particularly satisfied with the specialist competency of delivery staff, and their friendliness received the top score with 96 points. In addition to the delivery staff, those questioned in the study assessed the delivery quality to letter boxes and P.O. Boxes as well as the satisfaction with P.O. Box facilities (e.g. concerning cleanliness and security). Once again Swiss Post received very good scores of between 90 and 93 points in these aspects.

Summary of results:

Group unit/section 2013 2012 Change
Swiss Post Group 80 79 +1
PostMail, business customers 78 78 0
PostLogistics, business customers 78 78 0
PostFinance, business customers 83 84 -1
Swiss Post Solutions, business customers Switzerland 79 82 -3[1]
PostMail Mail International, business customers Switzerland 79 75 +4[1]
Post Offices & Sales, business customers 82 80 +2[1]
Postal agencies SME 81 73[2] +8[1]
PostFinance, private customers 85 85 0
Post Offices & Sales, private customers 86 86 0
PostBus, commuters 74 74 0
PostBus, leisure travellers 83 83 0
Home-delivery service, private customers 84 79[2] +5[1]
Postal agencies, private customers 79 75[2] +4[1]

1  Statistically significant changes; depends on sample size, variation and difference between scores.
2  Only compiled every two years; values from 2011.

Recipient customer index[1] 2013 2012 Change
Overall delivery quality (recipient customer index) 92 92 0

1  Scores are not directly comparable with the customer satisfaction index as they are from a separate survey.

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