The Regulatory Authority for Electronic Communications and Postal Services (RATEL), in the period from October to December 2022, carried out a comparative measurement and analysis (Benchmarking) of quality parameters of other postal services (express services) involving 5 postal operators of significant market power, using 4 basic criteria and 13 corresponding subcriteria.

The main objective of the measurement is to enable the users to assess the quality of express services in the Republic of Serbia, to make the operators aware, in an indirect manner, of possible “weak spots” in the process of service provision, and to contribute to the development of competition in this market segment, along with the improvement of quality of service.

Below are some of the measurement results:

• Average time of express item transmission in Serbia is 1.16 days;
• Average time to establish communication with a Call Center operator when requesting collection at a specified address is 16 seconds;
• Average time from submitting a request for item collection until the arrival of the courier at the address is 3 hours and 47 minutes;
• 15.57% requests for item collection were not fulfilled (rejected at the Call Center or the courier failed to collect the item);
• 87.29% of items were delivered within 1 day;
• 0.18% of items had longer transmission time than 5 days;
• 0.18 % items were lost.

The express service measurement and analysis is an activity already defined in the Action Plan for Realization of the Strategy for the Development of Postal Services in the Republic of Serbia 2021-2025, as an enhancing measure for market competitiveness, representing a novelty in the postal service market of the Republic of Serbia.