IBPT mail test: demonstration impacts results, Bpost continuously works to improve quality
The postal regulator (IBPT) carried out a one-off test in September 2025 by sending letters on seven different dates, between 9 and 25 September, in order to measure the quality of postal deliveries. It is now communicating on the results of this limited-time analysis.
Bpost notes that, during this period, a trade union demonstration took place on Wednesday 24 September. This action had an impact on results at national level and over several days. Bpost had informed its customers in a timely manner of the potential disruptions. Bpost therefore regrets that the IBPT does not mention this exceptional circumstance in its communication and does not take it into account in its conclusions.
Bpost is also undergoing a major transformation, driven by the sharp decline in mail volumes in Belgium (a decrease of 10% in 2025).
Belex remains the reference
The official monitoring of the quality of the universal postal service is based on the Belex measurement. The IBPT study is separate from this framework. The Belex measurement is audited by the IBPT and carried out by an external provider. This system continuously analyses, over the long term, thousands of items throughout the year and across the entire territory (24,000 Prior and 24,000 Non-Prior test items annually, over approximately 250 working days). It therefore constitutes the benchmark for assessing the overall performance of the postal network.
The IBPT normally publishes Belex results on an annual basis. However, the results for 2024 and 2025 have not yet been published to date.
What Bpost is already doing to improve quality
Quality is at the heart of Bpost’s priorities, both for parcels and mail. Based on Belex measurements, Bpost submits an annual action plan to the regulator to improve service quality (most recently in October 2025). The company continuously implements new measures, including the following:
For Prior and Non-Prior mail:
- Introduction of new processes enabling more postmen and postwomen to receive pre-sorted mail on the morning of delivery.
- Enhanced control and analysis of collection times from red mailboxes through monitoring of collection rounds.
- Improved forecasting of future volumes, notably through closer collaboration with customers, to optimise staffing levels.
For funeral mail:
- Implementation of a new sending process through a faster and secured circuit within Bpost sorting centres, independent from regular mail flows.
- Additional scans performed by the postman/postwoman during loading and unloading.
- Introduction of track & trace throughout the entire delivery process, with customer updates in case of delays.
By continuously reviewing and adapting its operations, Bpost aims to continue offering all Belgians the most efficient postal service possible. As Bpost continues its transformation into a digital parcel logistics company, this ambition remains at the core of its priorities.
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