The Agency for Communication Networks and Services of the Republic of Slovenia publishes a survey in the field of postal services entitled Survey on user satisfaction/needs with postal services - general and business public.
The main findings of the survey conducted among the general public are as follows:
- Almost three quarters of the respondents (71.0%) are generally satisfied with the postal services, while the main reason for dissatisfaction with the postal services is the slowness or attitude of the staff (27.9% of those who are dissatisfied with the 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-sixth of respondents (17.7%).
- Three-fifths of 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.
- Three quarters of respondents are satisfied with the distance of the nearest post office from their home, and a similar proportion of respondents are satisfied with the distance of their letterbox from their home.
- 4.1% of respondents visit the post office several times a week and 65.3% visit it at least once a month; 34.7% visit it less frequently.
- On average, respondents deliver 5.3 letters per month, and on average they receive 7.5 letters per month in person or in their own name.
- On average, respondents send 6.8 parcels (up to 2 kg in weight) per year or 5.6 parcels (2-10 kg in weight) per year, and receive 13.2 parcels per year.
- Almost three fifths of the respondents (58.7%) are familiar with parcel machines but have not used them, half of the respondents (50.6%) are familiar with parcel shops but have not used them, while just under two fifths of the respondents (44.6%) are familiar with parcel machines but have not used them.
- Just under a third of respondents (30.4%) need parcel delivery all 5 working days of the week, and 34.6% need letter delivery all 5 days of the week.
- If delivery was 3 times a week, the majority of respondents would choose a combination of Monday (74.1%), Wednesday (74.1%) and Friday (69.0%) for delivery.
- The satisfaction index with the postal service among the general public in 2023 is 72.1.
The key findings of the survey of the business public are as follows:
- On average, businesses send 338.9 addressed standard letters and 215.2 addressed ordinary letters across Slovenia per month.
- Among parcel shipments, companies most frequently send parcels up to 10 kg across Slovenia - 28.1 parcels on average per month.
- Half of the businesses deliver mail at post offices (50.0%) and four tenths at their business premises (40.0%). One tenth (10.0%) of the businesses deliver mail through letterboxes.
- The majority of businesses receive mail at their business premises (76.3%).
- Almost three quarters of businesses (73.0%) need delivery every working day, and a good fifth (22.7%) of businesses would need delivery 3 times a week or every other working day. If delivery were only 3 times a week, most businesses would need delivery on Mondays, Wednesdays and Fridays.
- The highest proportion of respondents rated reliable mail delivery as a very important factor in the quality of the postal service (93.7%), followed by trust in the postal service provider (81.3%) and the attitude of staff towards customers (75.0%).
- The main provider through which the majority of businesses (95.0%) make most of their transfers is Post Slovenije. The proportion of those who are satisfied and very satisfied with Post Slovenije's services is 90.2%, with an average rating of 4.43.
- The main factor that could influence the switching of postal service providers is price, followed by quality and accessibility. Just under half of the respondents (48.8%) would not switch Post Slovenije as a postal service provider.
- 86% of respondents are familiar with parcel machines, but only 2% use them.
The survey is published in full in the annexes.
