The customer survey conducted by an external research institute included around 10,000businesses and 20,000 private customers of Swiss Post throughout the country. A survey on postalagencies was added to the usual customer survey for the first time. Swiss Post customers rated thecompany’s overall performance at an average of 80 points out of 100.
The survey shows that the postal agencies of Swiss Post, which have been appearing in manylocations such as village shops or filling stations instead of small post offices in the last fewyears, are being accepted by the customers due to more comfortable opening hours. However, theprice-performance ratio of the agencies received a critical review, according to Swiss Post.
The postal agencies were rated at 75 points out of 100 by private customers and with 72points by business customers. Especially the self-service mailing and payment processes as well asthe locations and proximity of the agencies received style=”font-size: 10pt; font-family: "Arial","sans-serif";”>good ratings, asdid agency staff .
Swiss Post’s home delivery service achieved a satisfaction rating of 78 points out of 100.
Business customers of Swiss Post, who account for over 80% of the company’s sales, markedthe Swiss Post units with no significant difference compared with the previous year. Out of 100points, PostFinance was rated at 83 points, followed by the Post Offices & Sales Group unitrated at 80 points and PostLogistics at 79 points. Swiss Post Solutions was less satisfying with 78points, as well as PostMail with 76 points and Swiss Post International with 75 points.
Private customers evaluated Post Offices & Sales as more satisfying with 87 points, anincrease of one point compared to the previous year. Philately moved up one point to 85, andPostFinance was evaluated 84 points. The commuters valued the PostBus at 73 points, a fall inratings by two points, and leisure travel and tourism was down by one point to 81 points.
style=”font-size: 10pt; line-height: 115%; font-family: "Arial","sans-serif";”>Thepost office in the village shop scored 75 points among private customers and 72 among businesscustomers, highlighting the convenience of being able to mail items and make cashless payments.Customers were less happy with the location of the nearest post office.
