RATEL, in line with its legal competence and the Strategy for the development of postal services in the Republic of Serbia 2021–2025, aiming to attain an extended and comprehensive overview of the postal markets, made a research on the level of postal users’ satisfaction in 2021, in terms of the fulfillment of their needs for postal services. The total of 1206 natural persons and 304 legal persons were interviewed about all available postal services, namely universal postal service (letters and parcels), provided by the PPO, and other postal services (express and courier), provided by other postal operators. 30% of the interviewed natural persons came form rural parts of the country, whereas 70% were from urban areas. Legal persons, on the other hand, were structured according to the type of property rights, size of the company, type of activity, region and region type.

The survey provides an analysis of the importance of a post office in the immediate proximity of the respondent, satisfaction with the post office location, postal working hours and availability of services, quality of postal service according to various types of postal items, rating of postal operators and the decisive reason for choosing particular postal express service provider.

The availability of information provided to postal users was checked as well, regarding the manner and correct addressing of postal items, which is vital for efficient transport and delivery of postal items, including possible improvement of delivery modes as a response to ever changing users’ needs.

A separate segment of the survey was dedicated to the submission of inquiries and efficiency of their resolution, impact and consequences of the Covid-19 pandemic on the users and influence of the Internet and online sales on the development and performance of postal services.

Respondents were also asked to share their possible negative experience and dissatisfaction with the work of postal operators. Parameters such as: delayed delivery, late arrival of courier for collection at sender’s address, damaged item during transport, lost item and absence of courier’s delivery at recipient’s address were analysed and included in the survey.