Swiss Post receives good grades from its customers this year

Swiss customers are satisfied with the services of the country’s postal operator Swiss Post thisyear with the delivery quality index scoring 92 out of 100 points, according to the results of the

This year, the customer satisfaction index was at the same level as in 2011 with an overallscore of 79 out of 100 points, the results from around 40,000 business and private customersshowed.

The findings revealed that customers attach great importance to the service quality as well asto counseling which should be both friendly and discreet but competent and fast at the sametime.

The scores of individual group units remained stable at a high level this year. With privatecustomers, nearly all group units reached over 80 points which represent a very high satisfactionlevel in the customer satisfaction index. As for business customers, they showed themselves moresatisfied in 2012 than during the previous year in average terms and evaluated the postal operatorwith scores ranging from 73 to 84 points depending on the unit. Business customers represent animportant segment for most of the company’s divisions, Swiss Post stressed.

From the 40,000 customers surveyed, around 13,000 recipients were interviewed regarding thedelivery quality with the recipient customer index rising from 91 to 92 points this year. This ispart of the annual delivery quality index which is conducted according to other criteria than thecustomer satisfaction index. Therefore, the two indexes are not directly comparable.