Quality of service and satisfaction

Global Quality

Seventy nine percent (79.1%) assess CTT’s global quality as good or very good, and 83.4% consider us as a trust brand. These numbers were taken from our daily satisfaction surveys.

Public service quality

Our public service is positive to 91.8% of our customers. 93.7% see our employees as competent and nice. As regards waiting ques, 74.5% of our customers are satisfied.

Delivery Quality

Delivery quality pleases more than 80% of our customers (81.5%). As regards mail delivery times, the satisfaction levels are around 75.1% regarding priority mail and 71.1% regarding non-priority mail.

CTT’s Quality of Service Indicators (IQS) measurement dos CTT is made by two external bodies:

  • PricewaterhouseCoopers (PwC) – Liable for the measurement of the national IQS
  • International Post Corporation (IPC) – liable for the measurement of the quality of services regarding mail flows between Portugal and other European Union Countries

These two bodies may contact residents in Portugal to evaluate their interest in participating in this initiative, receiving and/or sending postal items, aiming at the measurement of the times.

CTT’s Quality of Service Indicators (IQS) measurement dos CTT is made by two external bodies:

  • PricewaterhouseCoopers (PwC) – Liable for the measurement of the national IQS
  • International Post Corporation (IPC) – liable for the measurement of the quality of services regarding mail flows between Portugal and other European Union Countries

These two bodies may contact residents in Portugal to evaluate their interest in participating in this initiative, receiving and/or sending postal items, aiming at the measurement of the times.