Customer satisfaction

Top marks for the post office network

Swiss Post conducts annual customer satisfaction surveys and publishes the results. The Post Offices & Sales Group unit turned in a very good performance again in 2011. For private customers, the rating was 87 points (on a scale of 0 to 100) as in the previous year, while the rating for business customers remained at 81 points.

Agencies and home delivery service under the microscope

The results of a survey on postal agencies ("Swiss Post in shops"), conducted in this form for a second time, were also mostly positive: At 75 points, satisfaction among private customers achieved the same good result as in the previous survey in 2009. The score for business customers increased by one point compared with two years ago (73 as opposed to 72 points). The ratings for agency staff, availability, product range and customer loyalty in particular remained at their previous high levels or improved slightly.

Overall satisfaction with the home-delivery service (“post on the doorstep”) scored 79 points compared to 78 points in 2009. As with agencies, private customers particularly appreciate the work of the staff concerned. They also praised the reliability and quality of the advice and services provided.