Survey on User Satisfaction and Needs in Postal Services
Research confirms that users are increasingly turning to digital and flexible delivery channels, with parcel locker usage continuing to rise.
ZAGREB, 28 November 2025 - In the second half of 2025, a survey on the satisfaction and needs of postal service users in the Republic of Croatia was carried out on a representative sample of 1,003 adult respondents. The survey, commissioned by the Croatian Regulatory Authority for Network Industries (HAKOM), was conducted by VALICON d.o.o. The sample and methodology were aligned with those used in the 2022 study, allowing for direct comparison of results and the identification of trends in user habits and expectations.
The objective of the research is to monitor service usage and user satisfaction regarding prices, delivery times and service quality, as well as to gain insight into users’ habits, experiences and attitudes towards postal services. In addition to HP - Hrvatska pošta d.d. (HP), the universal service provider in the Republic of Croatia, the study also includes a detailed analysis of services provided by other postal undertakings, offering a comprehensive overview of conditions and trends across the wider market.
The findings show that the frequency of visits to post offices remains high in 2025. A majority of respondents - 57 per cent - visit a Hrvatska pošta office at least once a month. Financial services continue to be the main reason for visits for 36 per cent of respondents, while letter posting is steadily declining. The sending of parcels is increasingly shifting from service counters to parcel lockers. The collection of items is now almost evenly divided between traditional post offices and the increasingly popular parcel lockers, with around 22 per cent of respondents using each option at least once a month.
Number of installed parcel lockers and (satisfied ) locker users continues to grow
The use of traditional postal services continues to decline. An increasing number of citizens no longer send letters or postcards during the year, and respondents are more frequently assessing the cost of posting as too high. Although bills are increasingly delivered via digital channels, users still show a strong preference for paper bills: almost half (47 per cent) favour them in physical form, while the share of those who would accept exclusively digital delivery continues to decrease.
Users’ expectations regarding delivery times and frequency have shifted slightly: fewer users now expect next-day delivery, while most respondents consider a delivery period of two to three days, and deliveries several times per week, acceptable. In smaller settlements, the availability of post offices remains essential. Counter staff continue to serve as the primary source of information on how to send postal parcels for as many as 57 per cent of respondents. Over the past two years, 28 per cent of citizens experienced an issue, yet only 32 per cent of them lodged a complaint, most commonly due to delayed delivery.
In the section of the survey examining the use of services provided by all postal undertakings for the sending of postal parcels, the findings show that HP remains the most frequently used provider, with 77 per cent of respondents using its services. Competition, however, is strengthening considerably: 44 per cent of respondents used GLS services this year, and 37 per cent used BOX NOW. Other undertakings (DPD, DHL, Overseas, etc.) have largely maintained a stable number of users compared with 2022. Despite the wide usage of these services, overall customer satisfaction has slightly declined: the average satisfaction score has fallen from 3.8 to 3.7, with a smaller proportion of satisfied users and a larger proportion of dissatisfied users. Most undertakings with larger market shares report a drop in satisfaction, while postal undertakings with smaller market shares are the only ones showing an improvement.
73 per cent of Croatians shop online
Online shopping has become an established consumer habit, with 73 per cent of citizens purchasing goods online, a level that has remained stable compared with 2022. What has changed, however, is the frequency of purchases - an increasing number of citizens now place orders at least once a month. At the same time, delivery issues were reported by 24 per cent of online shoppers, most commonly due to delays or parcels not being delivered.
Parcel lockers, which were only beginning to see wider use in 2022, have become a common delivery channel by 2025. Some 84 per cent of respondents have used a parcel locker, while those who had never heard of them are now virtually non-existent. Satisfaction with parcel lockers is exceptionally high, at 99 per cent. The most frequently used are HP parcel lockers (81 per cent) and BOX NOW lockers (68 per cent). User experiences are overwhelmingly positive: 99 per cent of users rate their experience positively, and a substantial majority (73 per cent) plan to continue using them in the future. Among those who do not use, or do not wish to use, parcel lockers, the main reason remains a preference for home delivery.
Further potential has been identified in solutions such as pick-up locations, the installation of private parcel lockers at the recipient’s address - supported by 29 per cent of respondents - and the introduction of “safe place” delivery, supported by 32 per cent.
Detailed results of this survey are available via the provided link.
ZAGREB, 28 November 2025 - In the second half of 2025, a survey on the satisfaction and needs of postal service users in the Republic of Croatia was carried out on a representative sample of 1,003 adult respondents. The survey, commissioned by the Croatian Regulatory Authority for Network Industries (HAKOM), was conducted by VALICON d.o.o. The sample and methodology were aligned with those used in the 2022 study, allowing for direct comparison of results and the identification of trends in user habits and expectations.
The objective of the research is to monitor service usage and user satisfaction regarding prices, delivery times and service quality, as well as to gain insight into users’ habits, experiences and attitudes towards postal services. In addition to HP - Hrvatska pošta d.d. (HP), the universal service provider in the Republic of Croatia, the study also includes a detailed analysis of services provided by other postal undertakings, offering a comprehensive overview of conditions and trends across the wider market.
The findings show that the frequency of visits to post offices remains high in 2025. A majority of respondents - 57 per cent - visit a Hrvatska pošta office at least once a month. Financial services continue to be the main reason for visits for 36 per cent of respondents, while letter posting is steadily declining. The sending of parcels is increasingly shifting from service counters to parcel lockers. The collection of items is now almost evenly divided between traditional post offices and the increasingly popular parcel lockers, with around 22 per cent of respondents using each option at least once a month.
Number of installed parcel lockers and (satisfied ) locker users continues to grow
The use of traditional postal services continues to decline. An increasing number of citizens no longer send letters or postcards during the year, and respondents are more frequently assessing the cost of posting as too high. Although bills are increasingly delivered via digital channels, users still show a strong preference for paper bills: almost half (47 per cent) favour them in physical form, while the share of those who would accept exclusively digital delivery continues to decrease.
Users’ expectations regarding delivery times and frequency have shifted slightly: fewer users now expect next-day delivery, while most respondents consider a delivery period of two to three days, and deliveries several times per week, acceptable. In smaller settlements, the availability of post offices remains essential. Counter staff continue to serve as the primary source of information on how to send postal parcels for as many as 57 per cent of respondents. Over the past two years, 28 per cent of citizens experienced an issue, yet only 32 per cent of them lodged a complaint, most commonly due to delayed delivery.
In the section of the survey examining the use of services provided by all postal undertakings for the sending of postal parcels, the findings show that HP remains the most frequently used provider, with 77 per cent of respondents using its services. Competition, however, is strengthening considerably: 44 per cent of respondents used GLS services this year, and 37 per cent used BOX NOW. Other undertakings (DPD, DHL, Overseas, etc.) have largely maintained a stable number of users compared with 2022. Despite the wide usage of these services, overall customer satisfaction has slightly declined: the average satisfaction score has fallen from 3.8 to 3.7, with a smaller proportion of satisfied users and a larger proportion of dissatisfied users. Most undertakings with larger market shares report a drop in satisfaction, while postal undertakings with smaller market shares are the only ones showing an improvement.
73 per cent of Croatians shop online
Online shopping has become an established consumer habit, with 73 per cent of citizens purchasing goods online, a level that has remained stable compared with 2022. What has changed, however, is the frequency of purchases - an increasing number of citizens now place orders at least once a month. At the same time, delivery issues were reported by 24 per cent of online shoppers, most commonly due to delays or parcels not being delivered.
Parcel lockers, which were only beginning to see wider use in 2022, have become a common delivery channel by 2025. Some 84 per cent of respondents have used a parcel locker, while those who had never heard of them are now virtually non-existent. Satisfaction with parcel lockers is exceptionally high, at 99 per cent. The most frequently used are HP parcel lockers (81 per cent) and BOX NOW lockers (68 per cent). User experiences are overwhelmingly positive: 99 per cent of users rate their experience positively, and a substantial majority (73 per cent) plan to continue using them in the future. Among those who do not use, or do not wish to use, parcel lockers, the main reason remains a preference for home delivery.
Further potential has been identified in solutions such as pick-up locations, the installation of private parcel lockers at the recipient’s address - supported by 29 per cent of respondents - and the introduction of “safe place” delivery, supported by 32 per cent.
Detailed results of this survey are available via the provided link.
For additional information please contact:
Croatian Regulatory Authority for Network Industries (HAKOM)
- Roberta Frangeša-Mihanovića 9 Street
- 10110 Zagreb, Croatia
- Tel. + 385 (0) 1 700 70 07
- Fax + 385 (0)1 700 70 70
Media inquiries can be submitted online using HAKOM’s official website: www.hakom.hr
About Hakom
HAKOM - Croatian Regulatory Authority for Network Industries – ensures preconditions for a fair market competition, stable growth and environment for innovations in the electronic communications and postal services market. HAKOM protects users’ interests and the possibility of choice among various communications and postal services at affordable prices, defines sustainable competitive conditions for operators and service providers under fair conditions for return on investment, and provides support to economic growth, public services and the quality of life in the Republic of Croatia by using modern technologies. HAKOM’ strategic goals are: to promote regulation of the electronic communications and postal services market, to support growth of investments and innovations in the electronic communications and postal services market, to provide efficient use of limited resources, to accelerate the growth of broadband products and services, to provide affordable offers of communications and postal services, to provide protection and informing of users, to build an efficient and comprehensive information system, to define and implement efficient processes, and to acquire multi-disciplinary expertise in market regulation.