Swiss Post has achieved many of its targets

Swiss Post has satisfied customers and very committed employees, upholds its market positions and is able to generate new revenues. However, it did not achieve its financial targets.

Swiss Post is facing major challenges in the areas of digitization, market environment, internationalization and competition. The parallel tightening of the regulatory framework is directly affecting the result and influencing the achievement of the strategic goals.

Customer focus

Swiss Post is well on the way in its endeavours to achieve even greater customer focus and achieved its defined targets:

Customer proximity: 4,753 access points (153 more than the 2020 target values)
Customer satisfaction: 81 points (goal: at least 80 points on a scale of 0–100)

Market

Swiss Post wants to generate 10 percent of new revenue by 2020. It is therefore looking to expand in its core business and in seven key growth and business development areas. Owing to the tougher market conditions in payment transactions and in the letters market, this goal is ambitious, but remains achievable thanks to the company’s leading position in the Swiss market.

Finances

The major challenges facing Swiss Post due to the market, competitive and political situation are exerting an impact on target achievement. Despite the successful implementation of its strategic transformation, Swiss Post failed to achieve its expected financial values in terms of economic value added.

Employees

Employees are crucial to business success. Swiss Post counts on their commitment, which at 81 points remains very high (goal: 80 points on a scale of 0 – 100).

Corporate responsibility

Swiss Post has improved its CO₂ efficiency by 27.6 percent compared to the base year 2010. This means that, by the end of 2019, it had already exceeded its target of improving efficiency by at least 25 percent by 2020.

Financial Report, pages 29–54 Key figurs (XLS)

“World’s best postal service” for the third time

Swiss Post has achieved the top ranking in the annual Universal Postal Union study for the third time in a row. The study assesses four areas: reliability, penetration rate, relevance of products and services and “resilience” in terms of innovation, diversification and sustainability. 172 organizations were assessed. CEO Roberto Cirillo passes this compliment on to his employees: “They deliver an outstanding performance day after day and night after night.”