Customers like doing business with Swiss Post
The scores for private and business customers either rose slightly or stabilized at the previous year’s already high level in all Group units. This was the result of the annual survey of Swiss Post’s customers. Swiss Post continues to attach great importance to customer-focused products and services and adapts them to the changing needs of business and the public. It is also expanding its range of products and services for business customers: for instance the new Strategic Customers & Solutions Group unit will commence operations on 1 October. This unit will comprise various subsidiaries and departments of Swiss Post and group their innovative strengths to create new customer solutions.
The results of this ninth survey were positive. The overall index for Swiss Post as a whole and for both private and business customers remained at a high level of 79 out of 100 points. Swiss Post is satisfied with these scores. Swiss Post best meets expectations in terms of support and advice. Customers are also very satisfied with access to postal services and with the company’s nationwide presence. The score in this area increased significantly.
The figures for private customers, who account for around 15 percent of Swiss Post’s sales, are still high. PostFinance, PostBus and Philately maintained their good scores or even improved them slightly, while there was a significant increase in the score for post offices to a new record high (see table at end of the document). Swiss Post has greatly improved its customer focus and has adapted to changing customer needs with innovative products. The Swiss therefore enjoy purchasing services from Swiss Post.
For the first year in which all logistics services were offered from a single source PostLogistics received an excellent score of 79 points. In 2007 – compared with the previous year – the level of satisfaction among business customers at PostMail rose substantially. Swiss Post is pleased with the continued improvement in business customer sastisfaction, as the letters market is due to be opened up further to competition in the next few years, in accordance with the Federal Council’s plans. Small and medium-sized enterprises (SMEs) are also more satisfied with the services of the post offices. The increase in both areas was significant in statistical terms.
New Group unit for integrated customer solutions
Swiss Post is stepping up the development of integrated solutions for its customers and thus laying the basis for sustainable growth: as of 1 October 2007 its new and largely IT-based services – previously managed on a decentralized basis – will be part of the new Strategic Customers & Solutions Group unit. This concentration of resources means that Swiss Post’s mail, logistics and payment solutions can be meaningfully supplemented with new services such as document management, dialogue marketing as well as billing and e-business solutions. With this step Swiss Post is continuing its strategy of expanding its core business with up- and downstream services along the entire value chain. Its motto here is “Doing business with Swiss Post should be simple”. The electronic payment solutions of PostFinance will not be part of these bundled services.
Around 10,000 business and 20,000 private customers from the various units of Swiss Post took part in the survey, which was conducted between April and July 2007. The results were evaluated by the independent institute Trustmark.
