• Project Title:
  • Study of Service Performance Metrics
  • Start Date:
  • Tuesday, November 27, 2018
  • Estimated Report Release Date:
  • July 2019

The Postal Service has service performance goals for time it should take to deliver a piece of mail after it is collected. These goals are called Service Standards, and they vary by class of mail and by distance between collection and delivery locations. 

We plan to analyze service performance metrics and cost trends for Priority, First-Class, Periodical, Marketing, and package mail over the last five years.

  • Overall, how effective is the Postal Service in accepting, processing, transporting and delivering mail in timely manner? 
  • Do you experience a difference in timeliness between a letter, flat, or package?
  • Have you experienced a significant change, either positive or negative, over the last five years?

Comments (111)

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  • anon

    YES!! We have REALLY experienced a change since the USPS has started working for Amazon.com. There are days when we don't get any mail at ALL, which is unusual. Mail seems to take longer to get to its destination -- for example, postal mail within the same state, mailed from a large Post Office facility, has taken up to five days!! This is just unbelievable and your service is no longer reliable. The worst of it is when I do not receive bills in the mail and start getting late notices for things I have never seen. And/or my personal mail is misdelivered so that someone else has access to my account information. May I suggest that you either separate out the Amazon and other delivery business or start hiring more workers so that you can do your main job, which is delivering, ON TIME, RELIABLY to households, more effectively? I think it's unfair that you keep raising our postal rates while your service is deteriorating. Thank you for considering my opinion.

    Dec 15, 2018
  • anon

    Mail service timeliness has substantially decreased over the last 5 years for all types of mail. Just one example, I sent a priority mail package from South Carolina on 12/10. It was supposed to be delivered on 12/13. It is now Saturday 12/15 and the tracking information shows it left Indianapolis around 10AM on Wednesday 12/13. It is less that 5 hours from Indianapolis to it's destination in Michigan and still shows "in transit to next facility". This is a tracked package. I can only imagine what happens with 1st class mail that is not tracked.

    Dec 15, 2018
  • anon

    Why a package can sit in the same location for over a week in the same location ?

    Dec 15, 2018
  • anon

    No they are not delivering mail in a timely manner. I shipped a package out a week ago to arrive on Wednesday. It still has not arrived and tracking is not even updating. I have also had 3 separate packages arrive damaged within the last month. Service is poor and mail gets lost or damaged far too often and hardly arrives on time.

    Dec 14, 2018
  • anon

    Has your recent experience with letters and flat mail been the same or different?

    Dec 17, 2018
  • anon

    The words "Neither snow nor rain nor heat nor gloom of night stays these couriers from the swift completion of their appointed rounds" – although not an official creed for the United States Postal Service – has long been associated with the US postmen. Well those days are long gone! We had a major snow storm in NC this past Sunday and Monday. I can understand no delivery Monday, and maybe Tuesday - although main roads were clear and dry by then, the side roads had not all been plowed. By Wednesday even the side roads were fine - I was out driving them myself. The sun was shining and it was above freezing. Yet no still mail. It wasn't until FRIDAY the mail finally delivered - a whopping 3 pieces of mail - certainly not the week's worth that should have been delivered. Packages that have been in the possession of the US Postal services' Surepost system since Monday have still not been delivered. Ridiculous. US Postal workers need a new creed - and something about being total snowflakes should be included.

    Dec 14, 2018
  • anon

    I ordered a gift from Belgium which arrived in Chicago on Nov. 25, 2018. According to tracking information reports the item arrived at the Miami International Distribution center on December 2 and today is December 14 and it has not been delivered. It is impossible to reach an agent on the phone and the different prompts available by phone do not match my problem. What is going on with the USPS? No wonder everybody is so frustrated with your service. I will contact my U.S. Representative to make her aware.

    Dec 14, 2018
  • anon

    First I want to say my local station/service is stellar and very helpful and prompt. I am having a problem as to how it can take 10-11 days to travel 50 miles. If I had the strength, I could have walked to and from that area several times in those 10 days. I find it hard to understand how some years back we could mail for 5 cents and get a letter in several days with a great deal of the work being manual but now we cannot manage with a 50 cent stamp and all the technology. Then you have the nerve to increase stamp price by another 5 cents but not improve the travel time. I realize this will not be considered important but believe me I am not the only one . And, gee.....wonder why people are cutting back on their mail when ever possible. Thank you, Nora Kroese

    Dec 14, 2018
  • anon

    For your mail that is taking 10-11 days to travel, are you seeing a difference in the type of mail it is? Letter, flat, or package?

    Dec 17, 2018
  • anon

    I ordered a package from Ft. It was shipped out promptly and got to the North Houston Distribution Center on 12/8. There, it apparently fell into a black hole or another dimension. Every day the update says the same thing: "Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility." "Next Facility"??? I LIVE IN HOUSTON. It just needs to be put on my mailman's truck and dropped off at my house. It has been a week now. No updates to the status. And when I call, I get a recording saying they are having technical difficulties and cannot track packages. Is there any wonder why the American people hate, and make fun of, the US Postal System????

    Dec 14, 2018
  • anon

    Can you please tell us what Ft stands for? Do you know if your package was shipped Priority?

    Dec 17, 2018
  • anon

    Funny how I get my mail at 5 pm except when I have a sub and it comes at 10 AM

    Dec 14, 2018
  • anon

    Simple when you have a substitute or a carrier working overtime he will do that portion of his work assignment first to avoid being in less familiar territory after dark. Your regular carrier then comes back to his route after dark and doesn't have to search for addresses and the mailbox location

    Dec 15, 2018
  • anon

    Mailed priority mail large box on November 13, 2018 from Merrick NY P.O. Arrived next day in California. Never left facility. Had to wait 15 days to report lost. Couldn't do it online, kept freezing. calls to everyone. All answers different. Sent certified mail a claim. Sitting at PO box in saint louis. maybe that will get lost too!

    Dec 14, 2018
  • anon

    I had the same issue. Was just informed that there is no guarantee on priority mail only express. Don't waste you time asking for a refund. They don't do that on priority either. Been fighting for days now.

    Dec 14, 2018
  • anon

    I ordered cbd oil dog treats for my dog on 12/3/18. The company is out of Provo Utah. I paid for priority shipping. It took 5 days to get to Huston tx where it promptly went into limbo and never came out. I live 2 hours away from Huston. I still have not received that package and the company had to replace the product. Also I ordered an air mattress that was supposed to have been delivered to my home but was delivered somewhere else. Thankfully that person dropped it on my porch.

    Dec 14, 2018
  • anon

    Do you know if your air mattress was shipped Priority as well?

    Dec 17, 2018
  • anon

    I recently had to have an order replaced because it was lost in transit. It took 5 days to get from Provo Utah to Huston Tx. Once in Huston it went into limbo and never came out. It was medicine for my dog. 7eYNf

    Dec 14, 2018
  • anon

    I am in the same boat with a package someplace at the North Houston Distribution Center.

    Dec 14, 2018
  • anon

    I live in Palermo CA and I have had major problems with the ethics of not only the delivery man but the postmaster at this station they think my mail is there personal play toy they keep my paycheck and deliver it late I know this because they stopped scanning my mail into informed delivery so they can get away with it as far as I'm concerned the USPS and the inspectors are basically best buddies which cover this kind of conduct up

    Dec 14, 2018
  • anon

    Paid almost $31.00 to ship a package to South Carolina from Michigan on Monday Dec. 10th, priority mail ( says 2 or 3 days to deliver) and tracking shows it will not be delivered until tomorrow, (maybe, really don't trust the postal service anymore). I will never use the USPS again to ship anything important! Very dissatisfied customer !!!

    Dec 14, 2018
  • anon

    I shipped a package through a usps office on 12/1/2018 3 day priority from Illinois to Kentucky today is 12/14/2018and it hasn’t been delivered yet. Spent 10 days in Illinois, then to Pittsburgh, yes Pittsburgh, then Ohio and finally reached Ky yesterday and has yet to be delivered. Don’t even want to guess as to when it may be delivered.

    Dec 14, 2018
  • anon

    I have had approx. 75 different carriers 20 years, some good some bad. The last 2 years mail comes between 8&9 pm. The mail is left on the step sometimes with a rubber band, sometimes loose, sometimes its tossed up on the porch from the landing. Its always a surprise when you find someone put in the mail slot in the door. Once complained to station manager in zip 19144 and all I got was I'll look in to that. Mismanagement to much overtime maybe why there in the red. maybe the USPS should be privatized.

    Dec 13, 2018
  • anon

    The mail service gets worse and worse. At least one day a week sometimes two our street gets no mail delivery. Our mail when it is delivered is always late sometimes 5 or 6 pm. I've experienced missing /stolen mail and notified the inspector generals office but nothing changes! !!

    Dec 13, 2018
  • anon

    Employees that don't care about the product they are handling. There's your problem right there. If their job depended on getting the mail to its intended destination on time or risk being fired for incompetence, I guarantee you the USPS would be making a profit and million dollar studies on why they are loosing money will not be needed. Start firing people for not doing their jobs, end of discussion.

    Dec 13, 2018
  • anon

    I experience absolutely incompetent delivery of my mail. Not all the time, but when our regular carrier is out and the SAME substitute is delivering. Mail is late or not delivered at all. I have put in formal requests at every online company I receive anything from to use anything EXCEPT the USPS.

    Dec 13, 2018
  • anon

    I HAVE NO PROBLEM GOING TO THE MEDIA BUT THE US POSTAL SERVICE SHOULD BE HELD LIABLE FOR ANY LOSS OF PROPERTY WHEN THERE IS A TRACKING STAMP ON THE PACKAGES.... BUT WHEN THE DISTRIBUTION CENTER RELEASES THE PACKAGES AND THE PACKAGES ARE NO LONGER BEING TRACKED THEN THIS SHOULD BE WHERE THE PROBLEM LIES... AND POSTAL PROCESSORS UNDERSTAND THAT BUT THIS IS WHAT SHOULD BE UNLAWFUL DUE TO THE IMPROPER HANDLING / AND NOT FOLLOWING PROPER PROTOCOL. WHAT IS NEEDED IS ACCOUNTABILITY.... PERIOD AND THEREFORE THE POSTAL SERVICE SHOULD BY ALL MEANS PAY...... HEAVILY.... I DO NOT HAVE ANY TRUST IN THE GOVERNMENT OR THEIR EMPLOYEES ....... THESE INDIVIDUALS ARE THE MAIN REASON WHY OUR COUNTRY HAS NO MORE FILTER....... ITS JUST CORRUPT / THEREFORE LIKE ALL THINGS .... THE WHOLE SYSTEM COMES TUMBLING DOWN..... AND THEN THE INSPECTOR GENERAL WILL SOON BE AFFILIATED WITH THIS SAME CORRUPT SYSTEM....... AND GOOD OLE AMERICA WILL NOT BE GREAT AGAIN..... AND WHOEVER SAID IT WAS EVER GREAT...... WAS THE BIGGEST AND GREATEST DECEITFUL LIAR ONLY TO THEMSELVES......

    Dec 12, 2018
  • anon

    I notice it's common for the delivery of priority packages to be scanned as delivered the day they are supposed to be, but don't actually show up for another day. I've noticed lots of priority packages taking random trips off course in the past year. There's no one to call for friendly, helpful, and/or correct quick answers to shipping & postage questions. Poor management and angry, unfireable union employees are a toxic business mix.

    Dec 12, 2018
  • anon

    We have been having an ongoing delivery problem for about six months. Went to the post office on Washington and 25th Street in Newport News, Va to report failure of delivery an pickup of mail. I was told that pickup was a courtesy from the post office, and if they didn't want to pick up the mail, they didn't have to. If that is the case, we shouldn't have to buy stamps to put on mail that doesn't have to to be picked up at our house. I have an online banking app that I use to pay my bills, that way I know my bills will be paid on time

    Dec 12, 2018
  • anon

    The M-39 Management of Delivery Services handbook, Section 125.91 states carriers must always collect mail from curbline boxes they pass on their routes when the signal flag is raised. After collecting, the carrier will lower the signal flag whether mail has been delivered or not. Is your mailbox located at the curbline or at your front door?

    Dec 17, 2018
  • anon

    Postal Policy 132.11 in Handbook M-41 states carriers are to accept letters handed to them by customers for mailing, providing that postage is affixed. Further, 132.12 states carriers are to collect prepaid letters placed next to, in, or on private mail receptacles when delivery is being made at that point. Carriers may accept for mailing prepaid small articles; but may refuse to accept articles when doing so would seriously interfere with scheduled deliveries or collections. The Postal Service also offers a Pickup on Demand Service. Was your mail piece a letter or a package?

    Dec 17, 2018
  • anon

    Our mail is sparse at times. We go days sometimes without delivery or our outgoing mail being picked up. Went to local post office and was told that having our mail picked up was not mandatory it was just a courtesy and the mail carrier didn't have to pick up our mail if they didn't feel like it. Several complaints, no call backs and just plain rude.

    Dec 12, 2018
  • anon

    Please audit the 45227 office in Cincinnati, OH/ Madisonville, OH. It’s on Murray Ave. Numerous complaints from neighbors about sporadic mail service. I get notifications from informed delivery with incorrectly sorted mail then I receive mail that was never scanned. I’ve gotten important mail late multiple times. Complaints to the office don’t result in anything different.

    Dec 12, 2018
  • anon

    Ryan thanks for thinking of your audit request......

    Dec 12, 2018
  • anon

    Our carrier is very careless. For years, we have complained about how often mail is mis-delivered. She'll get either the street or house number right, but not both. The only "solution" our post office ever offered was putting stickers inside our mailboxes, instructing the carrier to double check the address before dropping the mail off. It didn't help, and the carrier eventually just tore the stickers out of the mailboxes. Packages are the worst. She often marks them delivered when she hasn't done so, and she'll deliver them a day or two later. Calls about this don't get returned. And she's not the only one in the postal system who is this terrible at package handling. Currently, I have a package that was due to be delivered by 12/8. It arrived at my local post office on 12/4 and sat there, with no movement, until the evening of 12/10, when it was delivered to another post office, for some reason. It's been sitting there for almost two days now without movement. When I try to contact the USPS over this, I get no response.

    Dec 12, 2018
  • anon

    Wow! We should be neighbors! Exact same problems here. Seems to be a common issue.

    Dec 13, 2018
  • anon

    Honestly, I think mail service is great. I have absolutely zero complaints about it. Is it always perfect? Nope. But by and large, we are incredibly lucky to have such an awesome service available for such low rates. I haven't noticed any difference in timeliness outside of what is projected by USPS when you pay for something to be delivered - some larger items take longer, but that is stated in the projection. Mail is great, thanks for making it happen.

    Dec 12, 2018
  • anon

    Our mail is almost NEVER delivered on time. I've had letters get to me an entire month after they were mailed out and these were local mailings. The postal service here in Shelbyville, Tennessee has in general went downhill. If I were to give a star rating, I'd give them 1 star but because they're worse than the worst I'll give them -5 stars.

    Dec 12, 2018
  • anon

    P:LEASE HELP US; Mail delivery to our home is sporadic. Some days no mail is EVER DELIVERED. Sone days it comes at 9 or 10 PM. We often get other peoples mail (sometimes neighbors and other times from far away). Please start an audiut of the POST OFFICE IN WESTHAMPTON in Richmond Virginia. You will be shocked to learn what is happening here. Please help us

    Dec 12, 2018
  • anon

    The Sullivan, MO 63080 Post Office is one of the last Offices in the Gateway District Area 3 and are morning truck for the last 60 days has been at least 1 to 2.5 hrs late every day. Are driver is saying they are waiting on the truck from the plant in St. Louis to get to the hub in Union, MO. With that being Saied it is putting are carriers out after dark and making it hared for them to get back before are truck in the evening leaves the office. We only have a hr. of time to play with not like other office the have 2 to 3 hrs of time they can play with. Management has have to go out and pick up out going mail form the rule side so it can make the dispatch, rule side has been out till 6 and 7pm delivering mail witch is uncalled for

    Dec 12, 2018
  • anon

    I don't know if this is the right place to leave this comment, but since you closed the audit on ISC and refuse to offer any contact information for them, this is the only place I can think to go. I ordered a necklace that has been sitting in ISC New York for ten days! I contact the shop I bought it from, but ISC hasn't told them anything. I sent in an email through the USPS email system, but it was my local USPS that received it; they knew nothing and had no way of contacting ISC. I'm travelling for the holidays in six days, meaning that if it doesn't arrive before I leave, it will arrive when there's no one here to receive it.

    Dec 12, 2018
  • anon

    Thank you for your comments. We are sorry you are experiencing this issue receiving your package from the ISC. The Postal Service customer helpline is available to you at 1-800-275-8777 for further assistance.

    Dec 13, 2018
  • anon

    That's a typical wait time for customs.

    Dec 12, 2018
  • anon

    We have been missing mail or it has taken much longer to arrive than previously. Why do we not have the same carrier long term as before. Our previous one was great,new one is not. Try to report missing mail...the procedure is so difficult (asking for the particular description of something you never received) that you'll most likely get the answer that it was not found. What about checking for carriers dumping mail in dumpsters?

    Dec 12, 2018
  • anon

    Why are packages taking forever to get through the Chicago IL (isc)...??? We have a package that has been sitting there since dec 7th no further tracking updates. Tracking number LN817293906CN should be delivered it takes 2 business days and seeing as mail ran Sunday December 9th 2018 they have had 5 business days to get this here and its still there..... the husband's will be headed there Tomorrow since they haven't enough brain to answer their phones either... its 4.5 hours 1 way and we shouldn't have to try this hard to recieve a package in the mail

    Dec 11, 2018
  • anon

    It has taken three days to get the express mail package the roughly 500 miles to a distribution center 1 hour from my home. It has been at this distribution center for THREE DAYS supposedly due to snow. If it had not taken 9 hours to get the first 45 miles, 12 hours at the first distribution center, 9 hours to the next distribution center roughly 3 hors from the first where it spent another 12 hours before getting to the next distribution center 16 hours later where it has sat for the past 72 hours it would have been here before the damn storm even started. I won't even call you incompetent you're not that good!

    Dec 11, 2018
  • anon

    I have repeatedly called our local post office to complain about really late delivered mail. We used to get mail between 3 and 5 pm. Now we’re lucky to get it by 8pm. We live quite a way off the road and are fed up with checking for mail delivery and nothing is there ( we get mail every day usually). However if we check the box the next morning around 9:30 it has been delivered. Our service is so bad we won’t put outgoing mail in the box for fear it will sit there all night and possibly get stolen. This has happened at least twice in our area and boxes have been tampered with. No one cares! We have had 5days in the last three weeks that mail has not been delivered until the next morning and then we get nothing later in the day to make up for the lost day. We have lost out on sales for the holiday and have missed obituary notices over a disputed with our local newspaper and usps. We received three papers (wed., fri., and wed.) in one days mail. Just because we are in the country does not make this acceptable. Also the amazon deliveries have taken a very high priority to mail delivery! What happened to the old adage “the mail must go through”. What a joke. I’m about ready to pay all my bills online and forget the mail. At least I know it will get there. It used to be several years ago that local mail with the first 206 zip codes were delivered the next day. Not anymore! Two days if we’re lucky. One local Santa letter took six days last Christmas to get to my grandson. Is there any possible reason for this?

    Dec 11, 2018
  • anon

    The Yelm WA Post Office is untimely, delivery is not made everyday and the Postmaster does not care to correct it. Some do not get mail for 3-4 days. Packages are missing, checks are late and carriers say no one at home for packages when customers are home for delivery. They do not want to get out of the truck. Mail is delivered sometimes at 9pm at night. Please investigate this post office ASAP. People at the Yelm Post Office do not like their job and do not address customers concerns. Please investigate and audit ASAP. The Post Office in Yelm WA thinks they are untouchable and refuse to provide decent customer service. Investigate Please!

    Dec 11, 2018
  • anon

    Since Harvey hit the SETX area we have had nothing but problems. Over a year later and the residents of Groves, TX get mail if we are lucky twice a week. Packages have been processed as delivered when they haven't been, also some residents including myself have watched carriers drive by without attempting to deliver. It is getting worse by the day. We aren't receiving our utility bills until after due dates on utilities that have no online, paperless options (water, sewage, city trash). Local office does not answer phones, lines back up for hours of people searching for their missing mail that informed delivery claims has been delivered. This has been a major problem in our city. Someone needs to look into it and find a remedy.

    Dec 11, 2018
  • anon

    Thank you for your comments. Have you tried obtaining assistance through the United States Postal Service helpline? The number is 1-800-275-8777. You may voice your concerns with the representatives there and obtain further guidance and information regarding some of the specific issues you mention.

    Dec 13, 2018

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