Customer service quality

Quality requirements for postal services

There are minimum requirements for the speed of domestic postal delivery and the number of postal establishments.

Of domestic 1st class letter, at least

• 85% must be delivered on the next working day; and
• 98 % must be delivered on the second working day following sending.

Itella Oyj monitors the speed of letters through a continuous panel survey, and sends the results of the survey to FICORA each quarter. FICORA monitors that the survey fulfils the standards set for it.

Density and quality of postal establishments

Each municipality in Finland must have at least one postal establishment providing universal service.

Each year, Itella Oyj submits the location information of postal establishments to FICORA. The information also includes the number of Itella's own establishments and those run by private entrepreneurs.

FICORA monitors the quality of service level of establishments by commissioning an external research company to make inspections.