The Agency for Communication Networks and Services of the Republic of Slovenia publishes a survey in the field of postal services entitled Survey on satisfaction and needs of users with postal services - general and business public. The surveys were carried out in September this year. The general public survey allows for an in-depth analysis due to the way the questions were asked.
The main findings of the general public survey are as follows:
- On average, respondents express satisfaction with all the factors of the Post Office, but they are most satisfied with the frequency of home delivery of letters (average score 4.20) and least satisfied with the opening hours of the Post Offices they visit (3.38).
- The location of the post office is the first most important factor for the quality of the postal service, with just under a third (30.1%), followed by the opening hours of the post office as the second most important factor (13.9%) and the delivery of mail five times a week as the third most important factor (11.3%).
- The post office is visited several times a week by 7.7% of respondents and at least once a month by 74.3% of respondents; the post office is visited less frequently by 25.7% of respondents.
- Three fifths of respondents (59.7%) always visit the same post office.
- Two thirds of respondents visit the post office most often to pick up a parcel (66.1%), while a similar proportion drops off a letter (65.9%), drops off a registered or valued item (63.3%) or picks up a registered or valued item (61.0%).
- The majority of respondents receive parcels to their home address (90.6%), with smaller proportions also receiving parcels to their work address (3.3%) or elsewhere.
- 4.9% of respondents receive parcel deliveries daily or several times a week, a good third several times a month (38.7%) and a similar proportion several times a year (39.3%).
- Parcel or self-service machines are known and used by 44.3% of respondents, parcel shops are known and used by 47.4%, while parcel machines are known and used by 19.0% of respondents.
The following are the key findings from the survey of the business community:
- The most common service used by businesses is receiving letters, which is used frequently or very frequently by 87.0% of the businesses surveyed, followed by sending letters, which is used frequently or very frequently by a good three quarters (78.4%) of the businesses surveyed. Among parcel services, receiving parcels is slightly more frequent than sending parcels.
- The majority of businesses surveyed (78.3%) need letter delivery five times a week. The need for parcel delivery is much lower, with a good forty percent of the surveyed enterprises (44.0%) needing parcel delivery five times a week.
- The highest proportion of respondents rate reliable mail delivery as a very important factor for the quality of postal service (90.7%), followed by trust in the postal service provider (83.7%) and the attitude of staff towards customers (76.0%). The average importance ratings are very high for all factors, with the lowest (although still very high) average importance rating (3.87) for the factor of location of the post office/branch office (3.87).
- Of the possible improvements, respondents would most like to see lower postal prices (39.6%) and faster parcel delivery (34.6%), while of the new services, if available, half of the businesses surveyed (53.7%) would use same-day delivery, three tenths (29.0%) would use digital services and a quarter (24.0%) would use environmentally friendly postal services.
- A good half of respondents (56.7%) use applications related to postal services, with parcel tracking being the most common. The most desired functionalities they would like to have in apps are real-time tracking of parcels (38.3%) and notification of delivery and receipt of parcels (34.7%). A good fifth (22.0%) would be willing to pay a subscription fee for such an app.
- The vast majority of respondents are familiar with parcel machines, parcel shops and parcel packs, but such services are hardly used by businesses. Only 5.0% of the enterprises would be willing to collect mail exclusively at a parcel machine.
The two surveys are published in full in the annexes.
