Spanish postal operator Correos has revealed it received more than 96 million visits to its post offices in 2023, a 9.6% increase on the previous year.
An average of 385,000 people were served every day at the 2,388 post offices throughout Spain, with 64% of customers making shipments or acquiring other products and services and 36% collecting packages and electoral documentation. This highlights the importance of the branch network as a delivery point for shipments derived from e-commerce, according to Correos.
The post also reported a growth in customer service satisfaction in 2023, with 79% of post office customers expressing their satisfaction with the service received, 4% more than in 2022 according to the Household Panel carried out by the CNMC.
Correos has continued to implement new systems to improve customer service, such as the appointment service, which is now available in 526 branches in the network. This service can be requested through the Correos website, the app or the Virtual Post Office. The customer will choose the day and time to attend and will obtain a code that, when entered into the shift machine in the office, will enable immediate attention. This enables customers to better manage their time and, in turn, enable branches to direct customer flows toward off-peak hours.