Service Provider of the Year winner Swiss Post has seen a rise in earnings, increase in customer deposits in PostFinance, optimisation measures and higher parcel volumes. In these difficult economic times, growth is an indicator of success.
Head of PostMail and deputy CEO of Swiss Post, Ulrich Hurni, says, “Swiss Post is moving with the times. In recent years it has recognised the signs of the times and systematically aligned itself with changing market requirements, further increased its competitiveness, and at the same time has provided a high-quality basic service. Flexibility and innovation will ensure that Swiss Post makes use of technological and social change in order to move forward successfully. We aim to continue inspiring our customers with an outstanding service mentality. This will be possible thanks to the huge effort made by all our employees in Switzerland and around the world.”
In recent years Swiss Post has provided a top-quality service, and this is the key to the company’s success, according to Hurni. In 2010, the company generated a group profit of CHF910 million (US$1.2 billion) – a growth of about 25 percent over the previous year. “Our service levels are extremely high,” says Hurni. “For example last year we delivered between 97.2 percent and 98.5 percent of all letters and parcels to their recipients on time. By international standards this puts Swiss Post in a leading position. And our customers are very satisfied with us too. In last year’s survey of 15,000 people, our postal carriers scored 92 out of a possible 100 points.”
This commitment to service quality is why Swiss Post has won this prestigious award, says Hurni. At the beginning of September, Swiss Post improved the collection times for frequently used postboxes – 93 percent of all letters are collected after 5 pm.
Technology, of course, is imperative to Swiss Post’s success: “We are investing CHF10 million [US$13 million] in the latest technology and staff training to increase our high reliability levels for letter processing and delivery even further,” says Hurni. “Thanks to its innovative strength, Swiss Post is continuously pressing ahead with linking the physical and electronic worlds. For this reason, investing in new technology is also very important for us.
“I believe that our innovations, together with our keen customer focus and service-orientated mindset have contributed to our winning this award,” Hurni comments. “This award is a particular honour for us. First and foremost, it is recognition for our 60,000 or so employees, who work day in day out for our customers. But this prize is also confirmation that Swiss Post is an innovative and progressive company and is moving in the right direction.”
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