Summary

Swiss Post fully fulfilled its statutory universal service obligation in payment transactions in 2025. Nationwide, 98.3 percent of the population had access to payment services within a maximum of 20 minutes, significantly above the required minimum of 90 percent. The Post operated 5,045 access points (post offices, agencies, ATMs). Counter traffic declined again by 10.9 percent, while electronic transfers rose to 99.1 percent of all transactions. PostFinance customers rated services at 83 out of 100 points.

Persons

  • Federal Office of Communications (BAKOM) (Regulatory Authority)

Topics

  • Universal Service Obligation Payment Transactions
  • Digital Transformation Post
  • Cash Decline and E-Banking
  • Customer Satisfaction

Clarus Lead

The Post's 2025 balance sheet documents an accelerated structural transformation in Swiss payment transactions: while physical access points remain stable, transaction volume is shifting radically to digital channels. The 99.1-percent share of electronic transfers marks a turning point – paper-based payments have virtually disappeared. At the same time, increased customer satisfaction (retail customer index +2 points) signals that digital infrastructure meets expectations, while fee structures remain a point of criticism.

Detailed Summary

The Federal Office of Communications confirms that Post fulfilled all regulatory requirements in 2025. Accessibility of payment services varies by canton between 96.1 and 100 percent – a spectrum indicating different geographic challenges. Network infrastructure comprises 718 post offices (decline of 47), 1,264 agencies (increase of 34), and 1,141 ATMs (MyPost24 stations). Home service reached 1,922 regions.

Transaction dynamics show a clear trend: paper-based payment orders at the counter declined by 10.9 percent compared to the previous year; such transfers accounted for less than 0.6 percent of all transactions. In return, Post recorded growth in electronic payments to 99.1 percent. Cash usage declined in parallel – the number of Postomats was reduced from 777 to 745.

PostFinance continued to operate all 33 branches and supplemented the offering with 58 advisory centers. Customer satisfaction among retail customers reached 83 out of 100 points (2024: 81 points). E-banking, the PostFinance app, and card acceptance were rated particularly positively. For business customers, the index rose from 77 to 78 points, driven by E-Finance services, QR-code-based invoice processing, and automated payment processes. Accessibility was ensured through AA+/AA certifications (valid since November 2020), compatible with the eCH-0059 standard and the EU European Accessibility Act directive.

Key Messages

  • Post exceeds statutory universal service quota (98.3% vs. 90% required) nationwide
  • Electronic payments dominate at 99.1 percent; paper traffic below 0.6 percent
  • Customer satisfaction increases despite fee criticism; digital services as main driver
  • Network remains stable (5,045 access points), home service expands to 1,922 regions

Critical Questions

  1. Evidence/Data Quality: How does BAKOM define "accessibility" of payment services – does the 20-minute rule also account for people with mobility impairments or time zone differences between urban and rural areas?

  2. Conflicts of Interest: To what extent does PostFinance's business interest (fee maximization) influence BAKOM's assessment of universal service obligation, which acts as a regulatory authority?

  3. Causality: Is the decline of 47 post offices due to declining demand or Post strategy? What alternatives were examined for affected regions?

  4. Feasibility: How is it ensured that the 1,141 ATMs (MyPost24) actually cover all universal service obligations, or are there gaps for customers without digital affinity?

  5. Side Effects: Does the focus on e-banking lead to exclusion risks for older population groups or people without internet access?

  6. Fee Structure: Why does customer satisfaction remain critical on fees, although overall rating increases – which fee models are most criticized?

Source List

Primary Source: Communication from the Federal Office of Communications (BAKOM) – Universal Service Obligation Report 2025 – https://www.news.admin.ch/de/newnsb/D3nCcxFLBJ8FAuTbC5JYh

Verification Status: ✓ 04.06.2026

This text was created with the support of an AI model. Editorial Responsibility: clarus.news | Fact-Check: 04.06.2026