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The Post receives good feedback from its customers. In this year’s customer satisfaction survey, it achieves an excellent result of 81 out of 100 points. This is in a year still marked by the Corona pandemic and increasing parcel volumes. Thanks once again go to our employees.
(Bern) The annual customer satisfaction survey is a tradition of the Post. For 22 years now, it has been measuring the satisfaction of its private and business customers through two independent research institutes. The Post and its employees want to know how satisfied their customers are with the Post in general. On the other hand, we are interested in how the service offering is received, whether the prices are appropriate, and how customers experience customer contact and advice, especially how we communicate with them and handle problems. Because only with the feedback from their customers can the Post optimize its service offering. At the same time, we can immediately see from the survey results how improvement measures have been received. Part of the results from the customer satisfaction measurement is also included in the annual report to the Federal Council.
The Majority of Customers Are Also Very Satisfied in 2021
For this year’s survey, the Post questioned around 7,800 private customers and about 4,600 business customers. The result: Customers are mostly very satisfied with the Post, achieving an overall score of 81 out of 100 points. The score remains unchanged from the previous year. It shows that the Post and its services continue to convince – despite the challenges posed by the Corona pandemic and the increasing parcel volume. The Post owes its high customer satisfaction to the commitment of its employees in all areas. They have done extraordinary work in 2021 under still difficult conditions.
The Results at a Glance
The Post conducted the surveys from July 2020 to June 2021. For this reason, the survey is still based on the old corporate structure with the areas “PostMail” and “PostLogistics”.
The survey results are divided into three categories: Customers with a rating between 80-100 points are considered “very satisfied”, between 65-79 points as “satisfied”, and below 65 points as “dissatisfied”. The key figures range from 0 to 100 points by transforming the 10-point scale in the customer satisfaction surveys.
Photo/Graphic: © Swiss Post
