Hundreds of branches meet new standards. This is how Poczta Polska is changing.
Poczta Polska is undergoing a true transformation! In the first quarter of this year alone, over 300 branches across Poland have undergone a transformation, achieving a new standard for displaying goods. That's an average of 20 revamped locations in each voivodeship! The new product layout, more attractive offerings, and streamlined layout are a response to growing customer expectations and another step toward modernity. Thanks to these changes, Poczta Polska is not only refreshing its image but also strengthening its position in the postal and commercial services market. And this is just the beginning – ultimately, the project will cover branches across the country!
Previously, 34 post offices were redesigned as part of a pilot standardization program; now, exactly 335 are operating under the new standard. These changes include a different furniture layout and a standardized merchandise presentation. Shelves are arranged to provide easy access to products and enable intuitive navigation within the locations. Products are arranged according to specific, standardized layouts, ensuring a uniform and aesthetically pleasing display. A new role has also been introduced: the front desk assistant, a person who actively supports customers in their purchases, recommending products from the store and helping them find the items they are looking for. Beyond its visual appeal, the new display standard facilitates a smooth and quick shopping experience for customers and encourages them to return for more.
" By changing the appearance of our branches, we want to improve customer comfort and the aesthetic experience through small changes. We also want to refresh Poczta Polska's image and increase its competitiveness in the postal and commercial services market, ultimately increasing the company's revenue. 335 branches is just the beginning, but the changes are already being noticed by customers. These changes often affect the most popular branches in specific regions, which now serve a new role as service and commercial outlets ," says Piotr Szajczyk, Vice President of Sales at Poczta Polska.
The project of changes in this area of the branches is coordinated by managers with extensive experience in broadly defined sales design and management, as well as in implementing rebranding projects for large retail chains. They are supported by, among others, more than a dozen trained merchandisers selected from among Poczta Polska employees. The display standardization project will be continued in additional branches across the country.
It's worth noting that the previously conducted pilot project has yielded tangible results: the average increase in net commission is 116.59%, compared to the results achieved before the changes were implemented. The effectiveness of these measures is confirmed not only by specific figures but also by positive customer feedback. According to internal research by Poczta Polska, nearly 96% of respondents positively assessed the new aesthetics of the retail display, and 91.5% believe that the products available at the branches are diverse and of better quality.
The modernization of post offices is part of Poczta Polska's broad strategy of development and adaptation to changing market conditions and customer expectations. Investments in service quality, the aesthetics of post offices, and the attractiveness of our 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, and implemented by the company's management board.