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Post office has become a place for mainly receiving parcels

“The growth of the parcel machine network has brought along a decline in people visiting post offices,” Eesti Post postal services division manager Kaido Padar says. 37% of the adult population of Estonia visit a post office 1 to 2 times a year and 26% do not visit one at all during a period of two years.
TNS Emor research specialist Lele Aak explained that the main reason for visiting a post office is to receive parcels (51%). People also go to post offices to buy stamps (40%) and other goods (29%). “If both options would be available, there would be no significant difference in preferring a post office or a parcel machine for sending parcels, yet when receiving, people prefer the machine,” Aak describes the results obtained.
40% in those who answered would like to use a parcel machine for sending parcels, while only 28% would prefer a post office. “Even in rural settlements 36% of people would prefer to receive parcels through a parcel machine, while 25% would favour a post office,” Aak adds. The advantage of using a parcel machine is first and foremost the convenience as well as the ability to receive parcels no matter the time of day.
According to Padar, these changes were relatively expected. “The increase in the number of parcels and the decline in traditional paper mail is a general trend,” Padar states. He points out that Eesti Post is in line with the changes in their user’s needs and continues their efforts to provide their clients the best possible service.
Thus, many services are no longer only provided in post offices, but also online and in stores. The study also revealed that although 40% of the population of Estonia visit post offices to buy stamps, 36% would in fact prefer to do so in stores or shopping centres or kiosks.
“Therefore stamps are already available in 365 points of sale in addition to post offices,” Padar explains.
During the last year only one in four people have sent paper mail (excluding Christmas cards) and only 8% of the population have done so during the last month. As expected, 76% of the respondents prefer to send mail electronically and 70% had not once received paper mail during the last year.
The service of making payments at a post office has been used even more rarely. The service has been used above average by people in rural areas, yet only 5% of even this segment uses the post office at least once a quarter to make payments. 78% of the respondents preferred to use electronic means. Every sixth person would like to use an ATM or visit a bank office for making payments.
Only 1% of the population has used a post office for withdrawing cash during the last year. Regardless of the respondents’ place of residence, an ATM or a bank office is the preferred option for withdrawing cash.
“Although the need for bank and cash services in post offices is small, there are a number of people for who our cash service is nearly irreplaceable. Thus, as a socially responsible organisation, we have developed an option to order cash being delivered to your house by a mailman,” Padar explains.
The study conducted by TNS Emor was commissioned by Eesti Post and included a 1000 people over the age of 18 of different nationalities and with different levels of education, income and places of residence.

Further information can be found in Emor study report.


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