• 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

    Both as an employee and as a customer, I have concerns about what becomes intentional delay of the mail. Why should a Priority package addressed to me languish in Kansas City for 4 days before finally making its way to Springfield, Missouri and my post office box? 950505154024180833702469069 Why are local Carriers prohibited from taking what parcels they could when they leave with DPS and flats in the mornings, returning for virtually ALL packages only when the Function 4 Clerks are finished sorting (literally hours later -- meaning that in a small sense of time, these packages are delayed). Why is locally generated outgoing mail (656) which is normally sorted, bagged, and sent via truck to the FedEx sort facility in Memphis that day now being sent in bulk to Kansas City for processing -- intentionally delaying mail by a full day? For that matter, why is senior plant management (in Kansas City, once again) attempting to cut hours for Clerks at the plant in Springfield? At a time when we need more hours than ever before to try and clear local mail, none of us on T-1 Manual were allowed to work last night, and as a result, I've heard repeated stories of delayed mail. (An exception has been made, and I am heading in to work at 23:00 to-night -- but what of other T-1 Clerks who didn't raise Cain about this issue? They won't be there.) As a customer who is currently selling items on eBay from a once-3000 square foot letterpress operation, I hate that a package I mail to-day will be delayed (initially) by at least a day, unless it is going to another plant to which we have surface transportation. How about our Box Section? On Wednesday last, Function 1 Plant employees were not given the option of using their administrative leave; all of us instead were there, sorting mail and sending it out as normal so that the A/Os could have it for early processing. But the Postmaster ordered her Function 4 employees to stay home, with the result that all mail intended for the post office boxes was delayed a full day, and on the day following the mail was not cleared, either. This also meant that almost all of our Direct customers had no mail for that day; not cool when companies such as American National Life Assurance Company (ANPAC), O'Reilly Automotive, and the Assemblies of God, all headquartered in Springfield, were effectively told that they didn't matter. Yes, mail is intentionally being delayed, and no, I am not at all happy to be a spectator and a participant.

    Dec 11, 2018
  • anon

    Mail has taken longer to get delivered with some items arriving a week later than expected. Also time of delivery each day is inconsistent.

    Dec 11, 2018
  • anon

    I am going through this now .....package sent from philly to Jamaica NY then Flushing NY ...then Queens NY.....missing a whole day now in Peachtree Ga......now no info on next destination......This is absolutely Ridiculous!!!!!!!!

    Dec 21, 2018
  • anon

    Mail service has gotten slower over the past few years. Local letters that used to arrive in 1 day now take 2 days. Magazines come later than they are expected as well. Also the delivery routes have slowed down. Overall service has declined noticeably.

    Dec 11, 2018
  • anon

    I have no complaints

    Dec 11, 2018
  • anon

    I live in Washington DC 20002. My mail never arrives timely; sometimes it takes a week or more for domestic first class mail to arrive, this is irrespective of whether the item is a flat, package, or letter. In addition, my mail consistently, on a daily basis, arrives after 7pm, sometimes as late as 9pm. It never comes before 7pm and some times there is a 3-4 day discrepancy between when I see an item in Informed Delivery and when it actually appears in my mailbox. Overall my experience with the mail system has been untimely and disappointing.

    Dec 11, 2018
  • anon

    We appreciate your comments regarding delivery of your mail in the evening and also Informed Delivery . They will be considered as we complete our project. The United States Postal Service has a helpline available to customers to use for specific issues. You may call the helpline at 1-800-275-8777 for assistance. Thank you.

    Dec 13, 2018
  • anon

    I wish to make a complaint against the Missoula, Montana post office delivery employee. This person delivers to the 1227 S, Higgins Ave office. They tried to deliver twice to the office, once on Saturday when it was closed and once on Monday after office hours. Neither time they did not leave a slip saying a package had tried to be delivered. If known, someone could have gone and retrieved the package. PLEASE, please have this carrier leave slips saying they tried to deliver a package. Thank you, Janeta Huckeby

    Dec 11, 2018
  • anon

    Thank you for the feedback. We are sorry you are experiencing this issue. Please call the United States Postal Service helpline at 1-800-275-8777 in order to resolve this issue with the local post office.

    Dec 13, 2018
  • anon

    I want to commend one of your employees, Tracy, employee number RKM0PB, of customer support phone line. I have been having problems with a package that is setting in Missoula, Montana, and has not been delivered because the carrier never makes it to the place of drop-off, a dental office, which escloses before he arrives. Their office hours are between 0730 and 1700. I finally reached Tracy and explained what was going on. She wrote a message to the Missoula, Montana office requesting the delivery be during office hours. I am so thankful I reached Tracy and she was so kind and helpful to me. She is to recognized by your office for her wonderful service during this stressful time of year. You are a Blessing Tracy for being so kind to me. Janeta Huckeby

    Dec 11, 2018
  • anon

    Thank you for submitting the positive feedback regarding your experience with the customer support phone line.

    Dec 13, 2018

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