The report with the main results of the latest survey on the use of postal services, which analyses the use and quality perception of postal services in Portugal, is now available. This report was conducted by ANACOM and Metris GFK, between 2 and 15 November 2006.
Among this study's main results stands out the fact that more than two thirds of the users of postal services in Portugal (about 68.8%) said they were ''satisfied'' or ''very satisfied'' with the evolution of the quality of service in the last twelve months. According to these results there are also 5.2% of users of this service that say they were ''not satisfied'' with the evolution of the quality of service.
Regarding the type of postal service, blue mail (priority mail) and normal mail are the most used ones, by about 47.5 and 44.1 per cent of those interviewed, respectively. They are followed, at a considerable distance, by registered mail and mail orders, used by about 23.8 and 14.3 per cent of those interviewed.
Regarding the use of the services available at post offices and agencies, the study shows that ''sending correspondence'' is the service with the greatest use among those interviewed (being mentioned by about 59.9 per cent of them), followed by the ''payment of services'' and ''sending mail orders'', usually used, respectively, by 28.6 and 21 per cent of those interviewed, respectively.
When asked about the most important items of post offices, the highlight was given to ''accessibility for people with special needs'', with 3.7 per cent, followed by ''efficiency of staff'', with 3.6 per cent. ''Accessibility for people with special needs'', however, is the item with the lowest rate in terms of satisfaction, with only 2.2 per cent. As with post offices, the most important items valued in postal agencies continue to be the ''accessibility for people with special needs'' and ''efficiency of staff'', both with 3.6 per cent.
Lastly, and regarding the complaints concerning the service, only 8 per cent of the interviewed users mention that they have already filed a complaint at post offices, the main reasons for complaint being the ''delay in delivery'' and ''delivery at wrong address'', mentioned by about 33.3 and 17.5 per cent of the interviewed postal services users.
In terms of the methodology used, the universe defined for this survey was made up of users over 15 years old, living in Mainland Portugal and in the autonomous regions of Madeira and the Azores. The sample size was defined in order to assure a maximum error of 3.5 per cent, and the sample was stratified by NUTS II based on the last General Population Census (2001 Census). More than one thousand telephone interviews were made using the computer assisted telephone interviewing (CATI) system.
Consult:
- Survey on the Use of Postal Services, ANACOM, November 2006 https://www.anacom.pt/render.jsp?contentId=445212
Related information on ANACOM's website:
- Postal services https://www.anacom.pt/render.jsp?categoryId=4611
