Swiss satisfaction
Swiss Post has announced that more than half of the 23,000 customers who took part in an annual survey said that they are very satisfied with the range of products and services offered. Swiss Post staff continue to receive the best scores thanks to their friendliness and personal advice. In a statement issued today (21 October), Swiss Post added: “While customers rate the range of services offered slightly higher than last year, they see potential for improvement mainly in pricing, and more generally in problem-solving. On the whole, customers rate Swiss Post’s individual business units very positively, with scores between 74 and 86 points [out of a possible 100 points].”
The 15,000 private customers surveyed were satisfied with Swiss Post’s units, rating them at between 74 and 86 points. With 86 points, the Post Offices & Sales unit achieves the highest levels of satisfaction. The private customers saw “problem-solving” as the area with the most potential for improvement.
The roughly 8,000 business customers surveyed – responsible for the bulk of the Group’s turnover – rated the services offered and the quality of the individual units at between 78 and 83 points. This was slightly higher than in the previous year. The Swiss Post Solutions unit gained four points, as customers rated the service and the handling of customer enquiries more positively. The services provided by the Post Offices & Sales unit were also awarded 83 points. For the third year running, customers rated national letter mail with 79 points, while satisfaction with international letter mail increased to 79 points. With 78 points, Swiss Post’s logistics partner, PostLogistics, was rated higher than the previous year.
