Network development
Sihlpost as a model for the branch network of tomorrow
Swiss Post is continuing to invest in its branch network. At the beginning of December 2025, it opened the refurbished Sihlpost in Zurich – Switzerland’s most modern branch. It combines face-to-face advice with digital and hybrid services and demonstrates what modern customer experiences look like.
Swiss Post is making targeted investments in developing its nationwide, customer-oriented network of access points: in basic and advanced training for its employees, new technologies and formats such as video consulting, and ongoing modernization of its branches. The company has already transformed around 420 branches into branches of the future – featuring bright, modern spaces, open counters and contemporary services. At the Sihlpost branch, Swiss Post is going one step further and showing how it is making its services fit for the future.
Customer needs are changing. We keep our finger on the pulse and are constantly developing our range of services.
More than a counter
Since the beginning of December 2025, the redesigned Sihlpost has provided a modern service center for private and business customers, bringing together the Swiss public and SMEs and making their everyday lives easier. It focuses on new digital and hybrid consulting options and a modern meeting zone. Interactive modules combine haptic elements with digital content, making products and services easy to understand and experience. These modules support customer advisors in discussions, as well as enabling customers to discover offers from Swiss Post and its partners by themselves, based on their life situation – for instance, if they are moving house or have new mobility needs.
The branch concept encourages personal interaction
The new branch concept closes the gap between customer advisors and customers. Employees move around the branch more, actively engaging with visitors and responding to their queries directly. This creates personal interaction wherever it is needed. The concept also opens up new roles and development opportunities for employees in customer-facing jobs, while the modular furniture supports direct communication and can be adapted to different consultation situations. The branch concept is complemented by a meeting zone with seating and occasional events with local and national partners that encourage dialogue with customers.
A network that brings people together – now and in the future
Swiss Post remains close to the needs of the population and SMEs. For this purpose, it relies on a mix of physical contact points such as branches, the home service and terminals, but also digital channels such as the Post-App. Self-operated branches remain a key component of Swiss Post’s network of around 2,000 staffed access points in Switzerland. They ensure personal advice and direct contact – even in an increasingly digital world. The new Sihlpost is a prime example of this approach and shows how Swiss Post is upgrading its branch network and combining personal advice with digital and hybrid services.
An attractive canton needs reliable, modern postal services – digitally and on-site.
The Sihlpost in figures
- 1,500 customers visit the Sihlpost every day.
- Alongside Bern PostParc, the Sihlpost is the largest Swiss Post branch in Switzerland.
- These branches are open 361 days a year.
- The 27 Sihlpost employees speak 13 languages.
- Staff at the counter handle 600 letters and 500 parcels every day.