The best response to challenges is solutions for our customers. Annual Report 2010 We move people, goods, money and information. We move people, goods, money and informa- tion. Today and tomorrow. The whole com- pany embodies this vision. In so doing, we rely on our core business. This is how we have grown, and this is how we intend to remain strong and continue to improve. Swiss Post faces a wide variety of challenges. Markets, technologies and society are all changing, constantly and profoundly. These changes entail risks, but also harbour oppor- tunities that we want to exploit – in the com- munication, retail financial, logistics and public passenger transport markets. So we are strengthening our ability to use these over-arching trends in order to develop intelligent, useful solutions for our customers. These solutions supplement our core business, generate added value and increase our com- petitive edge, giving us sufficient freedom and flexibility to shape our long-term future. > Where we operate Communication market Logistics market Letters, newspapers, promotional mailings, information Parcels, express services and logistics solutions solutions and data management in Switzerland, in within Switzerland and abroad. neighbouring countries and internationally. Retail financial market Public passenger Payments, investments, retirement planning and transport market financing in Switzerland and international Regional, municipal and urban transport plus payments. system management in Switzerland and in selected countries abroad. > Our achievements in 2010 910 million High level of cus- Group profit hits new high tomer satisfaction + 66 percent Customer satisfaction figures remain high Economic value added increased to CHF 452 million Strong employee Sustainable commitment Reduced impact on climate and the environment in Index value for employee commitment still at its highest- general ever level Leading market High-quality positions basic service Market share in Swiss Post's markets expanded or Continued high quality of basic service – one of the best maintained in Europe > What we aim to achieve in the next few years Swiss Post aims to generate an annual profit of CHF 700 to 800 million, increase its equity and finance investments itself, achieve leading market positions in its businesses in Switzerland, have a consistent customer satisfaction rate of 75 points (on a scale of 0 to 100), maintain employee commitment at the high level of 80 points (on a scale of 0 to 100), provide a basic service of an outstanding quality, and reduce its annual CO2 emissions by 15,000 tonnes by the end of 2013. In this way, we will generate added value for the owner as an investor, for customers, for our employees and for Switzerland. Key figures 2006 to 2010 with variation compared with previous year and five years ago, 2006 and 2009 = 100% Operating income Operating result CHF million CHF million 8980 930 + 29.0% 8712 8558 8736 + 2.1 % 866 7895 + 10.7 % 823 + 13.0% 100% 100% 812 721 1741 1608 1391 1391 1218 Generated outside 61 Generated outside 54 33 35 Switzerland 24 Switzerland 2006 2007 2008 2009 2010 2006 2007 2008 2009 2010 Addressed letters Parcels Volume in millions Volume in millions 2762 2742 2682 108 + 3.8% 2401 104 104 104 104 100% 2365 –1.5% 100% + 3.8% 2006 2007 2008 20091 2010 2006 2007 2008 2009 2010 1 A new method of recording letter volumes is being used as of 2010. For the purposes of compari- son, the previous year's figure has been adjusted and the 2009 value defined as the new baseline. Only limited comparisons can be made for 2006 to 2008. Average customer deposits (PostFinance) Jobs CHF billion Thousands of FTEs 80.3 + 14.4% 70.2 + 92.1% 50.5 45.0 44.8 45.1 + 0.7% 43.4 44.2 41.8 42.2 + 7.0% 100% 100% 37.9 37.9 37.8 Switzerland 38.8 37.9 3.4 5.5 6.3 7.0 7.3 Abroad 2006 2007 2008 2009 2010 2006 2007 2008 2009 2010 More key figures can be found in the five-year overview on the back flap. “The most effective approach will be to judiciously combine the opportunities that physical and digital communications offer.” Aurélie Penot Customer Loyalty Manager, FNAC Suisse SA Communication market From the physical world to the digital world and back again Swiss Post commands a leading position in the Swiss communication market. For many years, we have been transporting letters, newspa- pers and promotional mailings, and providing all the necessary associ- ated services. And this will remain a key aspect of our earning power in the future. To supplement and underpin this core business, we are increasingly offering our customers information, document and dia- logue solutions. These enable them to communicate easily and secure- ly between the physical and digital worlds, and within the digital world itself. For more on the communication market, see page 57 onwards and also www.swisspost.ch Public passenger transport Fr om bus company to mobility partner market With around 120 million passengers per year, PostBus is Switzerland's leading public transport bus company. We are increasingly positioning ourselves as a supplier of system management functionality for transport networks and companies. These services range from establishing and opera- ting complex sales systems, automatic passenger counting and passenger information systems through to ticket inspection and payment collection. Our core business is regional road-based passenger transport. Here, we want to set ourselves apart from the competition by providing the best value for money. We also want to strengthen our market position in cities and conur- bations, and continue to grow abroad. For more on the public passenger transport market, see pages 22 and 71 onwards and also www.postbus.ch “Only by efficiently managing the entire transport system and all its offerings can we meet the grow- ing demand for mobility.” Prof. Vincent Kaufmann Professor of urban sociology and mobility analysis, Head of Urban Sociology Laboratory, EPFL Lausanne “In a complex and rapidly accelerating world based on a highly refined divi- sion of labour, logistics experts need to have an in-depth understanding of their customers' business.” Urs Zeller Member of Executive Board of WASER + Co AG Logistics market From number one in the parcels business to comprehensive logistics provider In the logistics market, private and business customers benefit from standardized services – such as those for sending and collecting parcels. In addition, we offer our business customers comprehensive logistics solutions, both within Switzerland and also internationally. We are familiar with our customers' business and develop suitable services for them. For more on the logistics market, see page 66 onwards and also www.swisspost.ch/logistics Retail financial market From number one in payment transactions to fully fledged financial service provider In the retail financial market, PostFinance offers its customers straightfor- ward, attractively priced services, and impresses them by providing outstanding service. Comprehensive solutions for payments and setting money aside are complemented by attractive basic services for finance, investment and retire- ment planning. Customers have access to PostFinance at any time and from anywhere. We can provide them with personal advice if necessary. For more on the retail financial market, see page 69 onwards and also www.postfinance.ch “I want a financial partner who treats me as an equal and takes me seriously.” Nicole Graswinckel Violin GmbH Lucerne Letter from the Chairman of the Board and Chief Executive Officer “ The Board of Directors and Executive Management have geared the strategy even more closely to four areas of activity: communication, logistics, retail finance and public passenger transport.” 12 Letter from the Chairman of the Board and Chief Executive Officer Dear Sir or Madam, Post, this will bring risks, but also Confederation. In addition, a strong huge opportunities. and financially sound Swiss Post can Swiss Post is making good progress. continue to guarantee the high qual- With the adoption of postal legisla- Focused on four markets ity of the basic service. But we also tion by Parliament, the future regula- The Board of Directors and Executive want to live up to our social respon- tory framework within which Swiss Management have reviewed the sibility and reduce our annual CO2 Post can continue to develop success- strategy and geared it even more rig- emissions by 15,000 tonnes by 2013. fully as a modern enterprise has been orously to the four areas of activity: We will be measured by these verifi- clearly defined. On 1 January 2012, communication, logistics, retail finan- able figures. the public institution of Swiss Post is ce and public passenger transport. being transformed by special statutory Our current core business will con- Professional commitment regulations into a public company in tinue to represent an important Flexibility and innovation will ensure which the Confederation holds a ma- source of income, which we intend that Swiss Post makes use of techno- jority stake. The PostFinance Group to maintain. logical and social change in order to unit will become PostFinance Ltd, and move forward successfully. We aim to will be owned by the future company Combining physical and electronic continue inspiring our customers with Swiss Post Ltd. worlds an outstanding service mentality. This At the same time, we are constantly will be possible thanks to the huge Commercial flexibility adapting to the way our customers effort made by all our employees in These measures will provide legal and behave, and developing innovative Switzerland and around the world. planning certainty and will also ensure services for them that link the physical We would like to thank them all most that Swiss Post gains more freedom and electronic worlds in our four mar- sincerely – both for last year and for and flexibility.