“Swiss Post of tomorrow” strategy 

Customer requirements and digitization drive development

Swiss Post is continuing to pursue its “Swiss Post of tomorrow” strategy, strengthening its leading role in logistics, further expanding its digital and mobility services, and focussing on customer proximity in financial services. Physical access points will be further developed, and digital services expanded. With targeted investments, Swiss Post will secure its relevance for the future and the high quality of the universal service, which it finances from its own resources.

In the first phase of its “Swiss Post of tomorrow” strategy (2021–2024), Swiss Post developed its core competencies – the transport of goods, information and people, as well as financial services. Swiss Post has built up new expertise and invested in its future, in particular in the areas of logistics and digital communication. It has opened up its branches to service providers and public authorities and further developed its range of products and services with a focus on the customer, This lays the foundation for the next phase.

Swiss Post continues to develop its core business

With customer habits undergoing constant change and a volatile environment in all four markets, Swiss Post continues to be faced with major challenges. With its strategy, it is setting out the future of its services and its role as a Swiss institution. It is continuing to develop its core business and preparing for a time when letters are no longer its main financial strength. It is focussing more strongly on the needs of its customers for a comprehensive range (one-stop shop), digital services and a wide variety of access points, and is particularly aware of its responsibility towards the Swiss public. It is renewing its promise to make the everyday lives of its customers easier and to evolve in line with their changing needs. It is supplementing its physical services with digital services and connecting the two worlds seamlessly. For example, Swiss Post is adapting its branch network, on the one hand promoting access points that are more flexible in terms of time and location, such as My Post 24 and branches with partners, which are very popular with customers, while on the other hand investing in the modernization of branches and transforming them into service centers. Personal advice and support for customers will remain important in the future – both in branches and online.

Growing sustainably in selected markets

With sustainable growth in selected markets, Swiss Post is ensuring that it can continue to finance the universal service and a sustainable public service from its own resources. To achieve this, it is investing primarily in the maintenance, development and expansion of its infrastructure. But where it makes sense, it is also continuing to focus on inorganic growth, in particular in the areas of goods logistics and digital communication (platforms, cybersecurity, advertising). It is expanding its mobility services for business and private customers and examining growth opportunities at PostFinance.

Socially and environmentally committed

And finally, Swiss Post is continuing to focus on a strong social and environmental commitment. It is committed to a liveable environment for future generations and to making use of the technological advances available to achieve this, for example by systematically converting its vehicle fleet to emission-free drive systems and building a nationwide charging infrastructure. The goal is to be carbon neutral along the entire value chain by 2040. Swiss Post continues to be an attractive employer. It takes its responsibility towards its employees seriously at all times. Because it is only the support of its staff that can make the Swiss Post of tomorrow a reality.

Modern universal service: Bridge between the analogue and digital worlds

At its meeting on 14 June 2024, the Federal Council decided to initiate a revision of the Postal Services Ordinance (to come into force in 2026) and to develop benchmarks for a revision of the Postal Services Act (to come into force in 2030 at the earliest). The amendments to the ordinance include greater flexibility with deliveries and the integration of digital services: in the future, Swiss Post will be expected to deliver at least 90 percent of consignments on time. The figures today are 97 percent for letters and 95 percent for parcels. Delivery is to be guaranteed in permanently inhabited areas, and the obligation to deliver to all homes that are occupied all year round will be removed. The universal service will also be supplemented, for example with digital letters, online payment methods (e.g. debit card or payment app) and online payment transactions.

Swiss Post welcomes the amendments to the ordinance proposed by the Federal Council. They are an important first step towards a regulatory framework that is fit for the future. To achieve this, a comprehensive revision of the law remains necessary and must be undertaken soon.