The Swiss appreciate postal carriers’ services

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The Swiss are very satisfied with Swiss Post's letter delivery service according to a survey of 15,000 customers carried out by Swiss Post. 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.

Postal carriers scored particularly well

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.

Potential for improvement in detail

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).

Swiss Post is proud of its employees

Swiss Post ensures a very high level of delivery quality and is proud of the services provided by its postal carriers. In future, Swiss Post wishes to further tailor its services to the new needs of private and business customers. The extremely high score for recipient satisfaction confirms that the services provided by Swiss Post's postal carriers are recognized and that the quality of its deliveries is still greatly appreciated by Swiss Post customers.

Area 2008 2009 Change
Recipient customers index – overall value* 91 92 1
Quality of deliveries to letterboxes overall 90 91 1
The mail in my letterbox is addressed to me only 87 88 1
The mail delivered is placed completely in the letterbox 94 94 –
Mail collection notices/information are easy to read 93 94 1
My mail is never damaged 87 87 –
Quality of deliveries to P.O. boxes overall 89 91 2
The mail in my P.O. box is addressed to me only 82 84 2
The P.O. box is never overfilled 90 92 2
The mail delivered is placed completely in the P.O. box 92 94 2
Mail is delivered to the P.O. box at the same time each day 90 91 1
Mail collection notices/information are easy to read 93 94 1
Postal carriers: professional conduct/appearance 93 93 -
The postal carrier waits long enough after ringing the bell for registered mail 89 90 1
The postal carrier preserves my anonymity when in contact with me 95 95 –
The postal carrier is friendly 95 95 -
The postal carrier takes the time to answer my questions 93 93 –
The postal carrier is able to answer my questions 91 92 1
The postal carrier can help me with my concerns 91 92 1
The postal carrier makes a smart impression 94 95 1
Quality of P.O. box premises overall 91 92 1
The premises around the P.O. box are clean 88 90 2
I feel safe while emptying my P.O. box 92 94 2
I am satisfied with the P.O. box employees 92 93 1
* Calculation of recipient customers index – overall value: „Quality of deliveries to letterboxes“ and „Quality of deliveries to P.O. boxes“ accumulated with „Quality of P.O. box premises“ and „ Postal carriers: professional conduct/appearance“.