Swiss Post receives high scores from its customers
November 08, 2012 | by Die Schweizerische Post
Reading time: 2 minutes
November 08, 2012, Swiss Post has satisfied customers. This was revealed by this year’s surveys of about 40,000 business and private customers. The customer satisfaction index was as high as in the previous year with a score of 79 out of 100 points. The scores for individual Group units also remained consistent and at a high level. Swiss Post surveys letter post recipients annually about delivery quality. The index was high in 2012 with 92 out of 100 points.
Around 17,000 private customers and 10,000 business customers were questioned on the services of Swiss Post in the 2012 customer survey. The result is very positive: The customer satisfaction index equalled that of the preceding year with a score of 79 out of 100 points. According to the survey results, customers place great value on the quality of services. The advice given is also important. This should be friendly and discreet yet competent and fast.
Very high scores from private customers
The scores for individual Group units remained stable. The scores for nearly all Group units achieved over 80 points with private customers. A score above 80 points in the customer satisfaction index signifies a very high level of satisfaction. Business customers make up an important segment for most units as they account for the largest part of Swiss Post’s turnover. On average business customers were more satisfied with Swiss Post than in the previous year and evaluated Swiss Post depending on the unit with scores of between 73 and 84 points. The results of the survey will be analysed per group unit and measures will be taken where necessary.
High praise for delivery staff
Around 13,000 recipients are also surveyed annually about the delivery quality of letter post. The customer satisfaction and delivery quality indexes are collected according to different criteria and are therefore not directly comparable. The recipient customer index rose from 91 to 92 points. Postmen and postwomen were especially highly praised: Above all, customers appreciate their friendliness and discretion. Also evaluated are whether consignments are undamaged and placed in the letterboxes and P.O. boxes or if the P.O. box facilities are kept clean and convey a feeling of security. Here too Swiss Post achieved a high score.
Media Contact:
Swiss Post Viktoriastrasse 21 3030 Bern BE Tel.: 0848 888 888 Fax: 0844 888 888
Editor's note: Image rights belong to the respective publisher.
Conclusion of this article: « Swiss Post receives high scores from its customers »
Source: Die Schweizerische Post , Press release