ACM survey: reliability of postal delivery is the most important issue, one day later may be acceptable under strict conditions

A majority of consumers and businesses would find it acceptable if certain types of mail were not delivered within one day but two days, as long as that two-day delivery was certain and reliable. This does not apply to all types of mail. Urgent mail such as funeral cards, medical letters, or important letters from the government must be delivered the next day. Mail delivery within three days did not enjoy broad support. This was revealed by a survey into the mail-delivery needs among consumers, small businesses, and medium-sized businesses by the Netherlands Authority for Consumers and Markets (ACM). This survey is part of an ongoing study that, at the request of the Ministry of Economic Affairs, ACM is currently carrying out. The final report will be completed in the spring of 2025.

ACM regulates a small section of the postal market, which is called the universal service obligation (USO). The USO concerns, for example, mail that is dropped in drop boxes (or collection boxes). This concerns less than 15% of the total national mail volume. The current Dutch Postal Act (in Dutch: Postwet) stipulates that, on average, at least 95% of this mail must be delivered the next day. This statutory standard has not been met since 2019. The Ministry of Economic Affairs (EZ) is working on an outlook for the postal market. As part thereof, the Minister asked ACM to carry out several studies, including this survey.

Manon Leijten, Member of the Board of ACM, adds: “As regulator, we find it important that people and businesses can count on mail delivery that is reliable, fast, and affordable. It is clear that quality is under pressure, and that something needs to change. This is the time to decide once again what parts of the mail system must be protected and what statutory price and quality requirements should be attached thereto. Set clear standards, so that we can regulate properly.”

Reliability at number one

The survey into mail-delivery needs revealed that users attach great value to reliable post delivery. Over 90 percent of respondents find it important (or very important) that letters are delivered to the right address and in good condition. Also, reliability of the delivery date, speed, and price are also seen as important by consumers as well as business users. With regard to consumers, slightly over half (51 percent) of respondents say they have little to no problem with drop boxes being emptied before 5 p.m. Among business users, that percentage is 43 percent. With regard to accessibility, 55 percent of consumers and 56 percent of business users say they would have an issue if nearby drop boxes were removed. Vulnerable consumers such as seniors or individuals with a disability impose more requirements on mail-delivery quality.

Bridging measures

Next to the survey into mail-delivery needs, ACM is also carrying out several other studies. These focus more on the scope and costs of the USO and on the trends and developments on the postal market. These studies are expected to be completed in the spring of 2025. At the request of the Ministry, ACM has shared the provisional findings of the survey into mail-delivery needs. ACM could not establish that bridging measures are necessary in the interim until the studies have been completed.

See also

02-10-2024 Letter to Ministry of Economic Affairs (EZ) regarding the postal-market study (in Dutch)