Customers were quite satisfied with the Swiss Post in spite of the «coronavirus year.»

Private and business customers gave good grades to the Swiss Post during the crisis year of 2020, according to a customer-satisfaction study that the Swiss Post commissioned LINK to conduct. The results are remarkable given the huge challenges the postal service faced in 2020. The Swiss Post achieved a score of 81 on a scale of 100 in the customer-satisfaction survey for 2020.

LINK has been conducting such surveys for a major segment of the Swiss Post Group since 2014. The surveys focus on customer satisfaction in general as well views about its range of services, customer contact, customer assistance, postal rates, the manner that problems are addressed and communication.

In the latest survey, the drivers of Swiss Post’s buses received particularly high marks, thanks in particular to their dependability, friendliness and the feel of security that they exude. PostLogistics and PostFinance also boosted their ratings by one point each. Overall satisfaction with PostNetz and PostMail was high. But the ratings cannot be directly compared with the previous year’s evaluation because of an adjustment that was made to the sample composition. At SPS, the satisfaction level remained at a very high level.

Customers are particularly satisfied with the reliability of all postal services during the COVID-19 pandemic.