Swiss Post praised in survey

The Swiss are very satisfied with Swiss Post’s letter delivery service according to a survey of 15,000 customers carried out by the postal operator. Scoring 92 out of a possible 100 index points – one point more than in the previous year – the overall delivery quality once again performed very well.

Customers particularly appreciated the personal commitment of the postal carriers, awarding them 93 points for their appearance and conduct. This good result demonstrates the postal carriers’ high level of involvement with the public.

In July and August 2009, the market research institute IHA-GfK Switzerland in Hergiswil conducted 15,000 telephone interviews with private customers throughout Switzerland on behalf of Swiss Post. These consisted of households (85%) and P.O. box addressees (15%). With 92 out of a possible 100 index points, the private customers again rated Swiss Post’s delivery services one point higher than in the previous year. Since the first survey was carried out in 2004, general satisfaction has increased from 85 points to a new record score this year. In 2007, the delivery services were rated with 90 index points.

Customers were chosen at random and asked about the four areas of delivery quality to letterboxes, delivery quality to P.O. boxes, professional conduct and appearance of postal carriers, and P.O. box facilities. The postal carriers again performed particularly well, impressing the public with their friendly and professional conduct. They were awarded 93 out of a possible 100 points. The quality of mail delivered to private letterboxes was also rated slightly higher at 91 points compared to the previous year (90). The quality of deliveries to P.O. boxes has also increased to 91 points (+ 2). The P.O. box premises were awarded 92 points (+ 1). These consistent individual results show that our postal carriers carry out their deliveries at a constantly high level.

The highest mark of the entire survey was awarded to postal carriers with 95 points for customer friendliness. Nevertheless, the postal carriers still have some room for improvement. Criticism was received from some private customers who believe that postal carriers don’t wait long enough after ringing the bell. At 90 points (+ 1), this is the lowest mark in the category of professional conduct and appearance. The most room for improvement for Swiss Post is in deliveries to P.O. boxes. Some of the survey participants had often received the wrong mail, which is shown by the comparatively low index value of 84 (+ 2). This value is higher for private letterboxes at 88 (+1) points. Damaged mail was also delivered to these letterboxes too frequently (87, unchanged).