Customer satisfaction

Top marks for the post office network

Swiss Post conducts annual customer satisfaction surveys and publishes the results. The study of customers – conducted by an external research institute – included around 20,000 private and 10,000 business customers throughout Switzerland in 2009. The post office network again performed very well. For private customers, the rating was 87 points (on a scale of 1to 100), compared with 86 points in 2008, while the rating for business customers was 80 points (no changement).

Agencies and home delivery service under the microscope

The results of the survey on postal agencies, added to the normal customer survey in this form for the first time, were mostly positive: Private customers certainly rated the model highly at 75 points (the score for business customers was 72). The self-service mailing and payment processes often reached ratings in excess of 80 points, as did agency staff. The locations and proximity of the “the village shop post office” were also greatly valued. The price/performance ratio received a more critical review, however.

The home delivery service (“post on the doorstep”) achieved a satisfaction rating of 78 points. As with agencies, private customers particularly appreciated the work of the staff concerned. They also praised the reliability and quality of the advice and services provided. On the other hand customers were less happy with the location of the nearest post office.