Village shop post offices accepted by Swiss Post customers

Survey conducted by an independent research institute suggests customers are satisfied with service provided by Swiss Post. Post offices in village shop got the thumbs up in a recent survey conducted by an independent research institute on behalf of Swiss Post.

The survey, which included around 10,000 business and 20,000 private customers throughout Switzerland, found that post offices in village shops were being accepted with customers appreciating the convenience of being able to mail items and make cashless payments. The home delivery service also scored highly.

For the Group as a whole, there has been a slight improvement in customer satisfaction compared to the previous year. Swiss Post’s satisfaction index has gone up by one point, reaching 80 points for the first time.

Private customers

The majority of private customers said they were “satisfied” to “very satisfied” with Swiss Post. In fact satisfaction with the Post Offices & Sales increased by one point to 87. Philately moved up one point to 85, and PostFinance also scored highly at 84. PostBus was the only service to fall in the ratings: the overall rating for commuters fell by 2 points to 73 and for leisure travel and tourism by one point to 81.

Business customers

Business customers awarded their best marks to PostFinance (83), PostLogistics (79) and the Post Offices & Sales Group unit (80). Customers of Swiss Post Solutions (78), PostMail (76) and Swiss Post International (75) were a little less satisfied. There were no significant differences to the marks received from business customers compared with the previous year.

Swiss Post Innovation

In the last few years, Swiss Post has been combating the fall in customer numbers at its counters with a number of solutions. Instead of small post offices with short opening hours, postal agencies have been appearing in village shops, filling stations and elsewhere. Private customers certainly rated the agencies highly at 75 points (the score for business customers was 72). The self-service mailing and payment processes often received ratings in excess of 80 points, as did agency staff. The locations and proximity of the agencies were also greatly valued. The price/performance ratio of the agencies received a more critical review, however.

Home delivery service

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. Customers were less happy with the location of the nearest post office, however.