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High level of customer satisfaction at Swiss Post

Swiss Post has received good marks from its customers in 2015, as shown by the latest results of the annual customer satisfaction survey: more than half of the approximately 22,000 business and private customers surveyed are very satisfied. The Group-wide customer satisfaction index achieved a total of 80 out of a possible 100 points. Delivery quality again received an excellent rating of 91 points.

The customers surveyed generally agree: they particularly appreciate their contact with Swiss Post staff and the personal advice they receive. In particular, customer communication and the high-quality and multi-faceted range of services are rated positively. While customers are still largely satisfied with value for money and the resolution of problems, they do see this as the area with the most potential for improvement. Customers rate the units at between 74 and 87 points, with a value of 80 representing a very high level of satisfaction.

Private and business customers: satisfaction values remain at a high level

In the survey of about 14,000 private customers, Post Offices & Sales receives the best rating, with 87 points. Customers particularly appreciate its professional staff and the range of services available at the post offices. The commuter rating of PostBus this year was a little less positive, which is due among other things to adjustments in the timetable. By contrast, customers emphasize the professionalism of the drivers. PostFinance is perceived by customers as safe, and they also particularly appreciate how easy services are to use. The roughly 8,000 business customers surveyed – who account for the bulk of the Group’s turnover – rated the services offered and the quality of the individual units at between 77 and 82 points. Compared to last year, the values have remained stable at a high level, with the post offices again receiving very good grades of 82 out of a possible 100 points. For the second year running, business customers rate domestic letter mail with a high 79 points, and international letter mail with a solid 77 points in terms of overall satisfaction. Business customers rate the Logistics division of Swiss Post with the same score.

Delivery staff get excellent marks

In a separate survey of 12,800 private recipient customers throughout Switzerland, Swiss Post also wanted to know how satisfied they are with delivery quality. Customers were asked for their views on correct, complete and undamaged deliveries, the conduct and appearance of delivery staff, and the management of P.O. Box facilities. This year, delivery quality again receives an excellent 91 points, the ninth year running it has exceeded 90 points. For many years now, the highest values have been for the professional and friendly manner of delivery staff.

Results at a glance:

Customer satisfaction 2015 2014 Change
Swiss Post Group 80 80 --
PostMail, business customers 79 79 --
PostLogistics, business customers 77 77 --
PostFinance, business customers 79 82 -3[1]
Swiss Post Solutions, business customers - Switzerland 79 82 -3
PostMail Mail International, business customers - Switzerland 77 77 --
Post Offices & Sales, business customers 82 82 --
Postal agencies SME 80 81[2] -1
PostFinance, private customers 80 84 -4[1]
Post Offices & Sales, private customers 87 86 +1
PostBus, commuters 74 76 -2[3]
PostBus, leisure travellers 83 84 -1
Home delivery service, private customers 84 84[2] --
Postal agencies, private customers 79 79[2] --

1  Results not comparable due to changes in the sampling procedure
2  Only collected every two years; data from 2013
3  Statistically significant change. Given the size of the group of customers surveyed, the other fluctuations are insignificant.

Recipient customer index 2015 2014 Change
Overall delivery quality (recipient customer index) 91 91 --

Swiss Post takes the concerns of its customers seriously: to obtain a Group-wide and representative picture of customer satisfaction, it has had annual surveys of around 24,000 private and business customers conducted by an independent research institute for the past 17 years. The information collected includes both customer views on satisfaction with Swiss Post in general and on specific topics such as the range of products and services, customer contact, customer advisory service, prices and problem solving. The survey allows Swiss Post to obtain feedback from customers on the quality of its services and to improve continually. Customer satisfaction is divided into three categories: very satisfied for scores ≥ 80 points, satisfied for scores between 65 and 79 points, and not satisfied for scores below 65 points.