As part of a comprehensive review of the situation in the postal services market and taking measures to improve quality and encourage competition in the postal services market, Ratel conducted a survey of the satisfaction level of postal service users' needs. The survey included natural persons and legal entities on nationally representative samples.

The majority of users of the universal postal service are satisfied with the proximity of the post office (87%) and 74% of users believe that the working hours of the post office where they most often receive services are in line with their needs. 70% of individuals, especially users from urban areas and employees, think that the post office working hours should also include Saturdays.

Recipients receive 72% of express items with goods at their home address, but if they are away, they most often collect the postal item at a post office or postal operator branch (nearly 10%), followed by a parcel locker (9%), at a work address (more than 8%), and 1% at an address near their home (neighbor, store, etc). Respondents attach the greatest importance to the price of the express service and the speed of delivery, while half of them believe that they get the appropriate quality for the price of express postal services. More than half of the population (53%) has had experience using parcel lockers, rating them with a relatively high average score (4.34).

For over 69% of respondents, it is important that there is an option to choose the delivery of express items on a specific day, as well as a specific delivery time during the day, for an additional fee. Announcement of a more precise time (±1 hour) of delivery (SMS, Viber messages, etc) is highly valued among respondents (score 4.12).

A significant part of the respondents (75%) order and make purchases in online stores. Most of them (81%) consider it important to have the option to choose between multiple postal operators for delivery when ordering. In terms of payment methods, 61% of the respondents consider it important to be able to pay postage and purchase amount by payment card when handing over or receiving the item.

25% of express service users had a negative experience with some of the postal operators, mostly with the delivery of postal items, followed by a delayed delivery, couriers not delivering items to their door, as well as with damaged items.

The survey of the level of satisfaction of postal service users’ needs is carried out in accordance with the legal competences of RATEL and the Strategy for the Development of Postal Services in the Republic of Serbia for the period 2021–2025, and the results of the survey refer to the year 2025.