Polish Post: from a bazaar to modern trade
In the first quarter of 2025, Poczta Polska will begin the process of redesigning its facilities and offerings, aimed at refreshing its image and increasing its competitiveness in the postal and commercial services markets. After conducting a pilot program at 30 post offices of various types and in specific locations, the company announces the continuation of the project at another 300 locations across Poland.
As part of a pilot project, Poczta Polska implemented a series of changes at 30 branches to improve customer service standards, enhance product presentation, and increase sales efficiency. This initiative yielded tangible results: the average increase in net commission was 116.59% compared to the results achieved before the changes were implemented.
The effectiveness of the implemented changes is confirmed not only by specific numbers but also by positive customer feedback. Nearly 96% of respondents (according to internal research by Poczta Polska) positively assessed the new aesthetic of the retail display, and 91.5% believed that the assortment available at the branches was diverse and of high quality.
The project's assumptions included a number of key innovations, including the creation of dedicated zones for products from different categories, a new arrangement of shelves, and meticulous selection of goods to avoid the image of a so-called bazaar. However, the items in individual locations will be differentiated, depending on the needs of each location. The assumption is that in smaller towns, where access to shopping malls, for example, is more difficult, the assortment must differ significantly from that offered in larger cities.
– Our experience so far indicates that we should focus on postal products such as envelopes, cards, cardboard boxes, stationery, newspapers and books, children's items, snacks and drinks, and all kinds of impulse buys – says Piotr Szajczyk, Vice President of the Management Board of Poczta Polska for Sales.
The branches will also be equipped with stands dedicated to selected suppliers. Currently, these are the vendors who display their products: Garmond Press, Duracell, Meteor, Floslek, Herbapol, Disney, Sonko, and Wyjątkowy Prezent. This will allow Poczta Polska's partner products to be better presented at branches across the country.
Next stages of development
Encouraged by the positive results of the pilot, Poczta Polska SA intends to implement further changes. "Our goal is to introduce the new standard in another 300 branches in the first quarter of 2025. We will implement the best solutions throughout the entire network. By the end of 2025, the new system should be operational in 2,000 branches," predicts Piotr Szajczyk, Vice President of Sales at Poczta Polska.
– Where possible, we are introducing a new position – a front-line manager, i.e. a person who will actively support customers in the purchasing process, recommend products from the commercial offer and help them find the desired items – adds Szajczyk.
Preparations for this ambitious undertaking are already underway, including employee training and logistical and marketing planning.
The modernization of post offices is part of a broad strategy of development and adaptation to changing market conditions and customer expectations. Investments in service quality, the aesthetics of offices, and the attractiveness of offerings are aimed not only at increasing revenue but, above all, at building long-term customer relationships based on trust and professionalism. All of this stems from the Transformation Plan presented on August 14, 2024, by Sebastian Mikosz, President of Poczta Polska. This document constitutes Poczta Polska's adopted operational strategy.