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Swiss Post has predominantly satisfied customers

This year’s surveys of around 37,000 of Swiss Post’s business and private customers indicate a stable result. At 80 out of a possible 100 points, the group-wide customer satisfaction index confirms an equalling of last year’s record and shows that customers are predominantly satisfied with Swiss Post’s services. A particularly good score of 86 points was once again accorded by private customers to the Post Offices & Sales group unit. Swiss Post’s delivery quality also received a very positive score of 91 points as part of a separate survey.

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Around 14,000 private customers and 10,000 business customers evaluated Swiss Post’s services as part of this year’s customer satisfaction survey. The group-wide customer satisfaction index, with 80 out of a possible 100 points once again, shows that continual improvements in the products and services are well received by customers. A score above 80 points signifies a very high level of satisfaction. Customers particularly appreciate the quality of services and personal advice.

A high degree of satisfaction among private and business customers

Private customers rated individual group units very highly, as they did last year. The highest number of points (86) was again achieved by the Post Offices & Sales unit. However, PostBus also gained points from commuters (76 points) and leisure passengers (84 points) this time round.

Business customers make up an important segment for Swiss Post as they account for the largest part of Group turnover. They continued to assign high scores of between 77 and 82 to individual sub-units. Swiss Post Solutions (with 82 points) and PostMail’s national letter mail (with 79 points) received slightly better ratings from business customers than they did last year. Business customers’ perception of the range of products and services offered by PostMail International (77 points), PostFinance (82 points) and PostLogistics (77 points) remained at high levels, although slightly lower than last year.

High praise for delivery staff

The delivery staff also received high praise again this year. Swiss Post’s delivery quality received a very good 91 points in a separate survey of around 12,800 private recipient customers throughout Switzerland. This is the eighth time in a row that the score achieved is higher than 90 points. Customers are particularly satisfied with the professional conduct and appearance of delivery staff, and their friendliness received the top mark of 95 points.

Results at a glance:

Customer satisfaction 2014 2013 Change
Swiss Post Group 80 80 0
PostMail, business customers 79 78 +1
PostLogistics, business customers 77 78 -1
PostFinance, business customers 82 83 -1
Swiss Post Solutions, business customers - Switzerland 82 79 +3
PostMail Mail International, business customers - Switzerland 77 79 -2
Post Offices & Sales, business customers 82 82 0
PostFinance, private customers 84 85 -1
Post Offices & Sales, private customers 86 86 0
PostBus, commuters 76 74 +2
PostBus, leisure travellers 84 83 +1
Recipient customer index 2014 2013 Change
Overall delivery quality (recipient customer index) 91 92 --[1]

1 ↑ Because of changes to the questionnaires, the figures cannot be directly compared directly with those of last year.

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