Postal satisfaction declines as parcel use surges in Malta

The overall satisfaction with the universal postal provider has seen a decrease of 9 points in 2025, compared to 2023, according to The Malta Communications Authority’s (MCA) 2025 perception survey on how households in Malta use postal services.

This decrease was accompanied by an increase in neutral responses, which rose to 26% from 20% in 2023.

According to the survey, 52% of respondents reported that the volume of incoming letter mail remained unchanged over the past year. The proportion of households sending addressed letters increased to 73%, up from 67% in 2023.

The Infographic outlining the results of the survey by the MCA

At the same time, 29% of households reported sending fewer letters on a weekly basis, compared to 26% in 2023. The survey notes that this change coincides with increased use of digital communication.

Registered mail usage increased to 35%, while the inclusion of postcodes on addressed mail reached 73%.

The survey also showed an increase in parcel activity. 25% of respondents reported receiving more domestic parcels, compared to 7% in 2023. For international deliveries, 48% of households reported an increase, up from 38% previously.

Malta Post accounted for 88% of household parcel deliveries, compared to 57% two years earlier. The use of parcel lockers also rose to 24% among households, compared to 16% in 2023.

Awareness of the Universal Postal Service was reported at 63%. Among those aware, 85% said it is important.

Regarding delivery expectations, 41% of respondents expected next-day delivery for addressed mail, compared to 46% in 2023. Some respondents indicated acceptance of delivery within two or three days.

Half of respondents said they would accept a reduction in delivery days from six to five per week, compared to 62% in 2023.