The Agency publishes four postal surveys for 2021, namely:
- Survey on satisfaction and needs of users with postal services among the general public;
- A survey on the satisfaction and needs of postal users among the business public;
- Comparative analysis of prices and transfer times of postal service providers for the cross-border transfer of parcels (2 kg and 10 kg);
- Survey on customer satisfaction and needs with postal services after the closure of contact points.
The Agency summarises below the main findings of the surveys:
- Three quarters of the respondents are generally satisfied with postal services, and cite the short opening hours of post offices as the main reason for their dissatisfaction with postal services (20% of those who are dissatisfied with postal services consider this to be the case). The most important factor in the quality of the postal service is the location of the post office, according to one fifth of respondents. A good half of the respondents are satisfied with the opening hours of the post offices they visit, and two thirds are satisfied with the speed of service provided by the post offices;
- 3.7% of respondents visit the post office several times a week and 74.1% visit it at least once a month. Two fifths of respondents (44.4%) would be willing to pay a higher price for postal services in order to maintain home delivery;
- Among the general public, two thirds of respondents are familiar with parcel machines but have not used them, half of respondents are familiar with parcel shops but have not used them, while 43.1% of respondents are familiar with parcel machines but have not used them;
- A quarter of respondents have made an online purchase since 1 July 2021 and received at least one shipment from a 3rd country. 40.6% of those who have made an online purchase via a 3rd country are satisfied with the experience, while a good third (36.7%) are dissatisfied;
- The most frequent shipment among businesses is addressed ordinary letters across Slovenia, which businesses send on average 320 per month, plus an additional 142 standard letters. Among parcel shipments, businesses send parcels up to 10 kg most frequently (17.4 per month on average);
- On average, businesses have reduced their use of postal services by 19.4% in the last year as a result of e-mail.
- The theoretical comparison showed that the fastest transfers are offered by Kurircek, UPS and Pošta Slovenije (in 2020 they were Kurircek, DHL and UPS), while the cheapest transfers are offered by DPD, GLS and Pošta Slovenije (in 2020 they were GLS and Pošta Slovenije). The practical survey showed that for the actual transfer of a parcel up to 2 kg to Zagreb, the cheapest transfer was made by DPD, followed by GLS and Pošta Slovenije. The fastest provider was Kurirček, which delivered the parcel in 2 hours and 50 minutes, while the other providers delivered the parcel the next day (UPS, DPD and DHL);
- 60% of respondents expressed dissatisfaction with the abolition of the fixed post office in the town. On the other hand, 93% of respondents were satisfied with the delivery service or the letter post.
