Customer Experience
New poste.it site for retail segment
The transformation path undertaken aims to design an innovative site in line with the Poste Group’s values such as trust, proximity, modernity, security and simplicity, reaching every possible target of customers with a simple and comprehensive language. Specifically, in the 2026-2027 time horizon, the Group is committed to improving the site to offer an increasingly unique and personalised experience, thanks also to the use of AI technologies capable of simplifying the management of customer needs on digital channels.
Emissions meter
With the aim of supporting business customers in monitoring and reducing the environmental impact of shipping activities, the Group has developed the Emission Meter, a tool integrated into the MyPosteDeliveryBusiness portal. The solution enables customers to monitor the CO2 equivalent emissions generated by domestic shipments and to have timely environmental reporting based on certified calculation methodologies. The Emissions Meter also makes it possible to analyse consumption and environmental impacts according to different parameters, such as reference period, product, destination and stage of the logistics process. The tool is based on the Green Index, a calculation engine developed by the Poste Italiane Group in accordance with the globally recognised GLEC international standard for measuring emissions in the logistics sector. The initiative fosters greater environmental transparency by offering verifiable data consistent with recognised standards, and provides concrete support for clients’ ESG policies, in particular when drawing up sustainability reports. In addition, the Emissions Meter provides competitive value, allowing companies to communicate their commitment to reducing emissions, and is characterised by ease of use, thanks to direct access from the MyPosteDeliveryBusiness portal at no extra cost, in line with international best practices.
Poste Plus
In 2025, the Poste Italiane Group consolidated the release of Poste Plus, the free service for retail customers for the management, personalisation and monitoring of incoming shipments that enables customers to:
- receive smart notifications (e-mail/push/bulletin board) on the status of incoming shipments;
- change the date or delivery address of incoming parcels;
- choose delivery at a proximity point;
- collect online registered mail and notifications enabled by the sender for Digital Collection.
The service not only promotes greater logistical efficiency by increasing the First Time Delivery Success rate and reducing unsuccessful delivery attempts, but also improves the customer experience by offering greater flexibility, control and accessibility in the management of shipments.
The digitisation of pick-ups and notifications reduces waiting times and travel, facilitating the inclusion of users with special needs. As part of the digital innovation and continuous improvement of business processes, Poste Plus promotes transparency, shipment monitoring and customer focus.
In the course of 2026, the “Digital Proxy” functionality is expected to be released in the area of correspondence, which allows recipients of registered mail and court documents to digitally delegate a third person to collect their mail without the need to submit paper documents.
The initiative encourages the digitisation of processes, a reduction in the use of paper and an improvement in the accessibility and efficiency of the service, with positive environmental and social impacts.
Developing and implementing of the Full Digital Project for Legal Value Postal Services (Digital Postcard and Digital Duplicate Return Postcard)
With the aim of improving the reliability of the service and the quality of the customer experience, the Group has initiated a digitisation process of delivery evidence, which allows the near real time management of approximately 5 million return items. The initiative overcomes the critical issues associated with paper-based management, reducing operational disruptions and improving the timeliness and accuracy of available information. The digitisation of delivery evidence ensures greater availability and accessibility of information for end-users and senders, contributing to more transparent communication throughout the entire delivery process. In addition, the initiative encourages a reduction in complaints and operational anomalies, supporting a more efficient and structured management of activities and an overall simplification of the end-user experience.
Enhancing the customer experience at Post Offices
The Group has planned a process to improve communication and interaction with customers in all its post offices, through the use of advanced technologies to offer customised and up-to-date content based on local and time-related needs.
ATM Cash In - In Reception
The Group started the installation of new ATMs enabled to deposit cash into the book and current account and to deposit cheques into the postal savings book. These Cash-In ATMs enable end-customers to deposit cash and cheques into their current account/postal savings book outside Post Office hours, ensuring that their assets are securely managed. In 2026, 30 new Cash-In ATM installations are planned in addition to the 24 already installed nationwide.