Number 1 network of local, human and digital services
Protecting the core historical activities
In 2025, the Retail Customers & Digital Services business line strengthened its presence throughout the regions, with over 400 new contact points compared to 2024. At the same time, service quality remains consistent (the Google customer satisfaction score for post offices was stable in 2025). The business line continues to develop new forms of presence and introduce innovative products and services, with the aim of stabilising post office footfall. Meanwhile, the local postal coverage agreement, which was due to expire at the end of 2025, has been extended to the end of 2026. The Retail Customers & Digital Services business line has also built a more seamless omnichannel experience for customers. Via its online services, individual and business customers can locate their local post office, find out its opening times and make an appointment with a customer advisor. This has enhanced the customer experience, as reflected by the improved NPS for individuals in 2025. In parallel, priority has been given to improving well-being at work for postal workers.
Accelerating growth drivers
Post office sales areas have become drivers for winning new customers, thanks to an enhanced range of products and services (health insurance for pets, school and accident insurance, etc.), a successful diversification drive (impulse product sales, Mon Contact Logement, etc.) and ambitious partnerships (La Poste Mobile, Vinted, Fnac Darty). These initiatives are helping to attract a new, younger and more active customer base to the post office, encouraging additional sales. Sales strategies and commercial organisation have been rethought to adapt to the needs of each customer and are supported by an increased regional presence.
Laying the foundations for future growth
Docaposte, the Retail Customers & Digital Services business line’s digital subsidiary, is the sixth largest player in digital trust services in France, and has been awarded level 2 certification under the French “Responsible Digital” label, reflecting its ambition to develop sovereign, useful and ethical digital services. In 2025, Docaposte refocused its strategy on three markets (public sector, finance and healthcare), three businesses (publishing, integration and data and AI consulting) and three areas of expertise (the cloud, AI and cybersecurity). At the same time, Digiposte strengthened its business model (return to break-even, refocusing on human resources) and La Poste Digital Identity secured long-term public funding.