Swiss Post expands e-services with customer satisfaction on the rise

Swiss Post is further developing its electronic solutions with a new ePostOffice online platformand is keeping customers highly satisfied with its services, with the customer satisfaction index

As part of the service, ePostOffice users will now be able to choose whether they want toreceive their mail physically in their private letterbox or in a digital way, either via the onlineplatform or as a secure e-mail to their digital address. The online platform will be developed toits full potential step by step and is due to be launched in mid-November 2013 with an in-housepilot project.

For example, recipients can have their health insurance invoices sent to them electronicallywhile continuing to receive their bank statements in their physical letterboxes. They can archivetheir electronic mail digitally. In future, customers will be able to settle any invoices via amouse click.

The company highlighted the importance of hybrid solutions for expanding its core letterbusiness that will continue to be its economic cornerstone in the future. Since 2006, the corepostal business has been supplemented and supported by hybrid solutions combining physical anddigital services. This includes solutions for printing and sending digitally processed data frommajor customers or automated integration of secure electronic mailings. The latest development ofthe electronic letter platform further expands Swiss Post’s range of hybrid postal solutions.

The company’s customers have recognised continuous products and services improvements, accordingto the results of the company’s latest customer satisfaction survey of about 37,000 business andprivate customers. The customer satisfaction index went up to 80 out of 100 points this year,compared to 79 in 2012. The Post Offices & Sales Group unit received a particularly high scoreof 86 points from private customers, who also value the alternative postal agencies and thehome-delivery service.

Other scores for individual business units remained stable among private customers. For example,service packages by PostFinance (85 points) and PostBus services among leisure travellers (83points) are also very popular among customers.

As for business customers, they also turned out to be more satisfied than the previous year,with the scores of the six company units ranging between 78-83 points.

Swiss Post’s delivery quality was also ranked very high as part of a separate survey of around13,200 private recipient customers throughout Switzerland, with a score of 92 points. For theseventh year in a row, the score remains over 90 points.

“Customers are particularly satisfied with the specialist competency of delivery staff, andtheir friendliness received the top score with 96 points,” Swiss Post pointed out. In terms ofdelivery quality to letter boxes and P.O. Boxes as well as the satisfaction with P.O. Boxfacilities (e.g. concerning cleanliness and security), Swiss Post received once again very goodscores of between 90 and 93 points.