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 set measure for the advancement of the competitive market, the Regulatory Authority for Electronic Communications and Postal Services – RATEL, in the period from October to December 2024, carried out a comparative measurement and analysis (Benchmarking) of quality parameters of other postal services (express services), involving 5 operators of significant market power, using 4 basic criteria and 13 corresponding subcriteria.

The main objective of the undertaken measurement was 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 for the sake of a better quality of service, and to contribute, with the 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 1.21 days;

·         Average time to establish communication with a Call Center operator when requesting collection at a specified address is 1 minute and 25 seconds;

·         Average time from submitting a request for item collection until the arrival of the courier at the address is 4 hours and 23 minutes;

·         24.19% requests for item collection were not fulfilled (rejected at the Call Center or the courier failed to collect the item);

·         83.31% items were delivered within 1 day;

·         0.59 % items had longer transmission time than 5 days;

·         0.26 % items were lost;

·         0.99 % items were undelivered, due to various grounds, with the majority of them being returned to their senders.

Considering that Ratel has been conducting measurements continuously since 2022, a Report on the results of the comparative measurement of the quality of express service provision for the period 2022 - 2024 has also been prepared.