Express service Benchmark results in Republic of Serbia for 2023


In accordance with the Action Plan for the realization of the Strategy for the development of postal services in the Republic of Serbia for 2021-2025 and the defined measures for the advancement of competition, the Regulatory Authority for Electronic Communications and Postal Services – RATEL, in the period from October to December 2023, carried out a comparative measurement and analysis (Benchmarking) of quality parameters of other postal services (express services), involving 5 operators of significant market power (Aks express, Bex express, City express, D express, Post express –  Post of Serbia), 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 service provision in the Republic of Serbia, to make the operators aware, in an indirect manner, of the business processes that need to be upgraded and to contribute, with its comparative data, to the development of competition in this market segment and the improvement of quality of service.

Below are some of the measurement results:

  • Average time of express item transmission in Serbia is 1.26 days;
  • Average time to establish communication with a Call Center operator when requesting collection at a specified address is 3 minutes and 10 seconds;
  • Average time from submitting a request for item collection until the arrival of the courier at the address is 4 hours and 16 minutes;
  • 35.20% requests for item collection were not fulfilled (rejected at the Call Center or the courier failed to collect the item);
  • 80.50% of items were delivered within 1 day;
  • 3.16 % of items had longer transmission time than 5 days;
  • 0.31 % items were lost;
  • 3 out of 5 operators offer the possibility of card payment of postage fee to the courier.

Compared to 2022, the 2023 measurement results show a lower quality of service due to the strike of one part of the PE „Post of Serbia“ employees in November 2023, which subsequently put a strain on the available resources of other postal operators, causing the impossibility to collect all postal items in the measurement sample.