Satisfaction with Swiss Post remains high according to its 2011 customer survey. The mail andlogistics group as a whole achieved a score of 79 points on a scale of 0 to 100, roughly in line
with last year’s rating, “despite the fact that our customers are becoming increasingly discerning”. It claimed that ongoing improvements to products and services had ensured that this high level ofsatisfaction had been upheld.Post office and letter delivery services were awarded the highest marks, with private consumersawarding post offices 87 points, identical to last year. Satisfaction with mail delivery droppedone point to 91, although the company said this was not a statistically significant change.
PostMail’s rating from business customers remained stable on 78, while their rating ofPostLogistics and Swiss Post Solutions services each dropped a point, to 78 and 79 pointsrespectively – again not statistically significant changes. Their rating for Swiss PostInternational remained at 72 points.
“Business customers are very important for Swiss Post, as they account for over four-fifths ofsales,” the company said. “While their satisfaction remains high, it is not quite on a par withthat of private customers – similar to previous scores. PostLogistics and Swiss Post Solutions(Switzerland) each lost one point in the satisfaction stakes. However, this downturn is notsignificant in statistical terms.”
The only statistically significant change was the rating of PostFinance by its privatecustomers, where satisfaction rose by one point to “a possibly record-breaking” 86 points. Thegroup’s home-delivery service also saw a one-point improvement in its rating by consumers, to 79points.
“The level of satisfaction experienced by Swiss Post’s customers has remained very stable foryears,” Swiss Post concluded. “The latest survey reveals no major changes. The results for theindividual units of Swiss Post have also remained at a high level.”
