High scores for Swiss Post

Delivery quality

98.0 percent of A Mail letters and 99.2 percent of B Mail letters reached their recipients on time during the relevant six-and-a-half-month measurement period. The target of 97.0 percent was therefore exceeded for both products. The result for the year as a whole, i.e. when the excluded months are factored in (see information box), is somewhat lower: 97.1 percent for A Mail letters and 99.1 percent for B Mail letters. However, the regulatory requirements were still met, which would not have been possible without the tireless commitment of all employees during this challenging period.

95.4 percent of PostPac Priority parcels and 95.5 percent of PostPac Economy parcels reached their recipients on time during the relevant four-month measurement period, meeting the target of 95.0 percent. The figures for the entire year were lower, however: 90.1 percent for PostPac Priority parcels and 89.9 percent for PostPac Economy parcels.

Customer satisfaction

For the eighth time in a row, Swiss Post has impressed its customers with its services. The company received 81 out of 100 points in the 2020 customer satisfaction survey. This high score shows that Swiss Post has succeeded in adapting its services to meet its customers’ requirements – even during the difficult coronavirus pandemic period. Additional satisfaction surveys during the pandemic have shown, in particular, that the reliability of Swiss Post’s services is very much appreciated. While customers are still satisfied with the way in which problems are handled and with value for money, they do see these as the areas with the most potential for improvement.

Employee satisfaction

Despite the coronavirus situation and the organizational changes taking place, the results of the employee survey are very positive. Three areas in particular – commitment (79 points out of 100), mutual support within teams (80 points) and trust in direct line managers (83 points) – achieved very good results. The 2020 employee survey is not comparable with previous years.

Climate: Swiss Post increases CO₂ efficiency

By the end of 2020, Swiss Post had achieved a CO₂ efficiency improvement of 30 percent over 2010. Of the approximately 14,500 vehicles in use, around half are already powered by alternative drive technologies.  Swiss Post is replacing its fossil fuel heaters in its buildings. It operates 22 photovoltaic systems on the roofs of its buildings, producing over 8 gigawatt hours of solar electricity each year. Swiss Post covers 100 percent of its electricity requirements from renewable sources from Switzerland. It calculates its greenhouse gas emissions across the Group each year and implements improvement measures consistently.

Excluded months

For the duration of the extraordinary situation (mid-March to 19 June 2020), Swiss Post did not have to comply with the regulatory framework due to the adoption of COVID-19 Ordinance 2. During the special situation, the Federal Postal Services Commission (PostCom) also agreed that Swiss Post could exclude the period from 20 June to the end of July 2020 and the whole of December 2020 when measuring the punctuality of letters, on the grounds that these periods constituted force majeure events. For parcels, Swiss Post was permitted to exclude March to July and October to December 2020. This means that letter delivery was measured for six and a half months, and parcels for four months, during which time the situation was more “normal”.