At 80 out of a possible 100 points, the group-wide customer satisfaction index confirms an equalling of last year’s record and shows that customers are predominantly satisfied with Swiss Post’s services.
A particularly good score of 86 points was once again accorded by private customers to the Post Offices & Sales group unit. Swiss Post’s delivery quality also received a very positive score of 91 points as part of a separate survey.
Around 14,000 private customers and 10,000 business customers evaluated Swiss Post’s services as part of this year’s customer satisfaction survey.
The group-wide customer satisfaction index, with 80 out of a possible 100 points once again, shows that continual improvements in the products and services are well received by customers.
A score above 80 points signifies a very high level of satisfaction. Customers particularly appreciate the quality of services and personal advice. A high degree of satisfaction among private and business customers. Private customers rated individual group units very highly, as they did last year.
The highest number of points (86) was again achieved by the Post Offices & Sales unit. However, PostBus also gained points from commuters (76 points) and leisure passengers (84 points) this time round.
Business customers make up an important segment for Swiss Post as they account for the largest part of Group turnover. They continued to assign high scores of between 77 and 82 to individual sub-units.
Swiss Post Solutions (with 82 points) and PostMail’s national letter mail (with 79 points) received slightly better ratings from business customers than they did last year.
Business customers’ perception of the range of products and services offered by PostMail International (77 points), PostFinance (82 points) and PostLogistics (77 points) remained at high levels, although slightly lower than last year.
Source: Swiss Post
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