The U.S. Postal Service has a wide spectrum of customers, from businesses and organizations to every household in the United States. Balancing the needs of these customers is no small task, yet satisfying them is essential to the Postal Service’s success. With that in mind, the Postal Service has made improving the customer experience one of the key elements of its strategic goals.

For consumers, customer service ranges from wait time in lobbies to letter carrier service to interaction with postal staff at a Post Office. Business mailers might focus on different aspects of customer service, such as delivery performance, interaction with acceptance personnel, or how quickly a service problem is resolved. What customers might not realize is that the Postal Service relies on a number of systems to support customer services and to improve a user’s overall experience. These systems can also reduce manual inputs, increase efficiency, and streamline operations. Often seamless to customers, these sophisticated systems have helped to make mail a reliable method of communications. However, when they go down or work inefficiently, it can lead to negative customer experiences, which might impact future business opportunities.

For example, business mailers use the Facility Access and Shipment Tracking (FAST) system to set up appointments to enter mail at postal facilities. FAST collects and monitors appointment data for the facilities, which improves the efficiency and effectiveness of appointment creation for both customers and Postal Service management. Business mailers also rely on PostalOne!, a suite of web-based business capabilities that allows mailers to integrate their mail planning and production processes with those of the Postal Service for “seamless” and efficient mail induction.

Consumers are more likely to use the Postal Service’s website usps.com to research or access services, such as purchasing postage, looking up ZIP Codes, printing shipping labels, or submitting a change of address form. And although retail customers might not realize it, their customer experience hinges on the Point of Service (POS) Retail system, which automates retail transactions at post offices and other retail counters.

When these systems are working properly, customers may not think about them at all. But if these systems experience an outage, the customer experience could be entirely different. Our office is reviewing these systems as part of an audit and would like to hear from customers. What have your experiences been when using FAST, PostalOne!, usps.com and other types of services? Are they consistently available? Or have you experienced system availability problems?

For business customers, has system availability or slow response times affected your own internal processes, such as transportation schedules or other mail entry issues? For retail customers, have you had problems accessing information or services on usps.com? We also welcome comments of Postal Service employees on their experiences with these applications and the services they support.

While the scope of our audit is limited to systems review, we welcome input on the entire customer experience.

Comments (603)

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  • anon

    Hi, I'm very lucky to have an excellent post office at 98109. My reason for commenting is the hour+ wait time when I have called USPS. That's an unacceptable wait time. I'm able to walk to my local post office and ask a question. But what about those who are unable to leave home. Five minutes seems like an eternity. And drop the bloody hold music; it's enough to induce a seizure.

    Jul 25, 2017
  • anon

    USPS is the absolute worst to deal with! MY GOODNESS you would think these employees get paid to be rude and nasty ! Lake Hiawatha, New Jersey post office is the nastiest place to have to deal with.

    Jul 24, 2017
  • anon

    I have never ever seen such a worst service. I lost my package on july 19th 2017 and since then I was trying to contact customer service and it is not happening until today. Dear customer service people could you please give us your non busy schedules so that we will get a chance to talk and that automated system is the best horrible one I have never ever experienced,. I truly suggest everyone not to go with USPS at all at anytime.

    Jul 24, 2017
  • anon

    I have documentation from the UPS in writing that my Certified Mail could not be found. I was instructed to file Form 3533 with the Post Office that I paid for the Certified Mail. The supervisor on duty this week informed the co-worker that they do not have money to pay this and that I should get it from the General UPS. I do not want to go back and forth. The form that they gave me at the Post Office clearly marks one of the items that it is form Certified Mail to be reimbursed, bu the local Post Office REFUSED TO TAKE IT. I am filing a COMPLAINT.

    Jul 23, 2017
  • anon

    63089 service is horrible. There are 8 people living at my address so there is someone there nearly all of the time. I have been mowing my yard, seen the mail truck go by, only to find a memo in my box that a package was attempted to be delivered but no one was at home. I pay for 2 day shipping but it always turns into 3-4 if it is transferred to the USPS. I received noticed that a package was at the POST office for pickup but when I go there, it was out for delivery. Basically, if they have to get out of their vehicle, it isn't delivered for several days.

    Jul 22, 2017
  • anon

    I received a notification from USPS that a package was delivered, went out side to look and there was nothing however there is another package from the same company for another lady in our complex. I tried to call the post office in Stuart Fl and have to wait on the phone for over an hour to talk to a human, the automated system is horrible. I just wanted them to know that I did not receive my package. To waste an hour of my life waiting to talk to a human is horrible. The USPS should get their act together and pa attention to their customers, or soon there will not be a usps.

    Jul 21, 2017
  • anon

    I had a very positive experience at the Burton, MI south post office recently. I had applied for a PO box online and after finishing everything I was told to go to the post office and complete my activation. Upon arriving there I was informed that I didn't have the correct paperwork and that the employees there had no training with dealing with the USPS website or how to retrieve my information. After some frustration Mary, I am guessing she is the manager, came up front and helped me. She was kind, patient, and explained everything to me. She helped me reapply in the store and told me how to cancel my online request to make the process happen that day. I wish that all postal workers were as intelligent and kind as Mary was. She should be rewarded for an excellent job in a tense situation.

    Jul 21, 2017
  • anon

    Our new postal carrier has a real attitude problem. The door to my mailbox is left wide open at least once a week. When I nicely asked her to make sure she closes the door completely she quickly replied with asking me if the door was hard to close, which it isn't. Shortly after it was wide open again, with my mail visible for everyone to see. I think this could encourage mail and identity theft. The next interaction I had with her was when she was putting mail in my box. I showed her that the door was not hard to close. She responded with saying that she shouldn't even deliver my mail on Mondays because of my trash cans being in the way. My trash cans are at least 10 feet away from the mailbox. She then handed me my mail and told me "there you go young man". I'm 52 years old and look older than my age. This was without a doubt a childish jab or a cheap shot. These two incidents may not seem like much, but I am sensing some hostility and attitude.

    Jul 20, 2017
  • anon

    Took over 10 minutes to get through the automated system on the 800#,and took another 2 hours to get to a representative over the phone. WORST SERVICE EVER! Very unhappy.

    Jul 20, 2017
  • anon

    us post office, westwood, calif. 96137 this post office is the best..i have lived here 39yrs and have never had a bad experience...the employees provide fast and friendly service... its hard to find these days...as america grows in population, standing in line and waiting is a way of life...our post town is small in population, but if we have to wait in line..we usually know the people in line with us... i am so glad we have the people we do at this post office...thank you westwood postal service diana desfosses

    Jul 19, 2017
  • anon

    I have attempted to purchase $1 stamps from the Venice FL main post office. Several times they have been without access to stamps, but were able to get a 'supervisor' to get more from ...the vault, perhaps? That did not happen today. I went to purchase 4 pages of $1 stamps and was told 'no'. Not: "come back later", not: "we'll deliver some to you", not ANYTHING!! Where, I ask you, am I supposed to purchase stamps IF NOT AT THE POST OFFICE!!! I find this inexcusable - please fix this immediately. Thank you

    Jul 19, 2017
  • anon

    Minneapolis 12th st branch - full of ignorant, rude employees (managers included). They are not aware that stamps from the Automatic Postal machines don't expire!! They kept looking at the date of sale and did not accept the stamp! I had another APC forever stamp on it and one of the managers said: thats not a stamp. Lol! They threw the meter mail rules at me in their defense but these stamps are not metered mail you idiots!! I even found rules for them on that which everyone there refused to read( ego comes first!) When I called the downtown location to complain they lied to them saying the issue was with how my stamp looked( tempered with). Lies!!

    Jul 18, 2017
  • anon

    Your customer service is absolute trash.

    Jul 17, 2017
  • anon

    No wonder our post office loses millions of dollars every year. As a government entity I guess they just don't care. I went to the post office at 10 till 2, they close at 2 and I realize that. there were only two people working so I had to wait, there were others that came in after 2 p.m. who ran line behind me. When I got to the representative she brushed me aside so she can wait on the other people behind me. The office is on Sunbeam Road in Jacksonville Florida and usually I have good experiences in that office, but she looked like she couldn't care less. It was important to me to get this done today but because of her it will cost me now so I'm going to cause as much trouble for her as I possibly can. I got to put up with people snotty attitudes all day at work the last thing I'm going to do is go to something that's government based and have somebody treat me like trash!

    Jul 15, 2017
  • anon

    I am very unhappy with the Centreville, VA post office’s delivery service and customer service. I’ve had 4 packages ruined recently. The delivery person broke a rare collectable children’s picture book in half and stuffed it in my mailbox. I’ve had 3 packages on 3 different occasions containing books left out in puddles in the rain ruining the books. I made three trips to the office to inform them but was told that as long as it is not raining at the moment a package is delivered, the delivery person will not put the package in a plastic bag even if the weather forecast is for rain or thunderstorms later that day. The delivery person could have placed the packages in the door rather than leave them out in the open.

    Jul 15, 2017
  • anon

    I don't know why the post office has been getting worse over the past few years. Why we keep paying more money for packages to get lost or damaged, and why the overall service is garbage. I recently sent a package in a flat rate envelope. it is suppose to be if it fits it ships. Well apparently that is not true. Because the box is oddly shaped they charge the receiver a up charge on it. The post office is a horribly run company that keeps jacking up the prices because of reasons. The rate of cheapest tracking on a package has gone from $1.45 to $2.61 in a little over five years, while the server still gets worse. All the flat rates keep going up and yet the service is horrible. Why is there a different price between 3-15 oz packages. is that to heavy for carriers to move. It must be since it cost $2 extra for it. If you are charging a premium rate for a service, it should be better then an overpriced service that is terrible. Lower the prices and have workers who don't try and jam everything into a filled spot, or put heavy packages on small/light ones and maybe you wouldn't have the horrendous reputation you do.

    Jul 13, 2017
  • anon

    USPS seems to go out of its way to ignore average residential customers. I wrote directly to the Inspector General over a month ago and have never gotten a response. This reflects the same situation I have at our local post office with one exception, the so-called customer service supervisor tells us to our face that no matter how much we complain it will not change anything. So my local customer service supervisor knows that nothing will happen to him if he treats customers poorly and tells customers that their complaints are meaningless. What a sad excuse for a so called postal service.

    Jul 12, 2017
  • anon

    In the past two weeks I've had 3 packages they say could not be delivered,box full. No notice left for further instructions. With out this I can't even send someone to get my packages. Even with this my agent had a hard time with post offic at 37211-1411. 1st time he took a signed card with him they said some thing about ids needed. Ok that one can be on me. Next time he had state and federal ids with him mine and his. Then they told him not at this post office. So waited a couple days agent went back this time the clerk went to the rear got a package then someone told the clerk that he must have a power of attorney. I'm so glad he went for me several times because I have his word not just mine and a few more.

    Jul 11, 2017
  • anon

    Received a notice that package could not be delivered without signature. Notice said I could request redelivery without signature by filling out the requested information on the notice, signing the notice, and leaving the notice for mailperson - which I did. Next day, notice had been taken (presumably by mailperson because there's no other foot traffic where I live), so I expected the package to be delivered the following day. No dice. No package, no new notice, nothing. So I logged onto the site using the tracking number and found the last update was the initial delivery attempt which notes my package will be sent back to China in 4 days if undelivered. I tried scheduling a redelivery through the site... nothing. I tried calling the Hayward post office and found no answer for over 5 hours. I am now on hold with the 1-800 USPS number. The wait time is "GREATER THAN 1 HOUR." This is crazy. I will no longer order anything that sends via USPS. Hope this government system is fixed or eliminated asap. At least you hired someone who could pick decent on-hold music.

    Jul 10, 2017
  • anon

    Your website was unable to process the $1.00 payment for my mail forwarding request due to an "Incorrect address". The address I provided is 100% correct and I tried it multiple times and got rejected every time. I called customer service for help was spent over 20 minutes trying to get through the menu options to actually reach someone, an then was told it would be over 1 hour before an agent could take my call. It is never a positive or efficient experience dealing with USPS. I don't understand why USPS can't get it's act together one of these days. Nobody wants to spend over an hour on hold just to complete a mail forwarding, because your website has a glitch!

    Jul 10, 2017
  • anon

    Madison Square, 149 E. 23RD ST, New York, NY 10010 thank you for your very excellent customer service clerk #19 and your entire staff.

    Jul 10, 2017
  • anon

    Customer service so far for me has been a bad experience. They are rude and nasty and have an attitude. One customer service rep refused to do anything to help me with a package. I called back and got someone willing to help me. They talk to you with complete disrespect.

    Jul 08, 2017
  • anon

    I went into the post office to pick up a package that was never dropped off. I waited and the postman never rung or knocked on my door. I check my mail box and he took the time instead to write on a card for me (my husband) to come and pick up the package. I get there and it's closed I didn't realize it at first but as soon as I do a young lady opens the door for me. I think all is well until I'm hit with a torrent of "Uh'hun, get outs, we're closed, we're closed" as if I let myself in the locked door. It was rude and embarrassing, but to make matters worse; as I was leaving this guy comes from the inside saying we're closed repeatedly as if I'm simple and he doesn't see me leaving the inside of the front area. It may seem small, but the guy was big and threatening, and there was no need for their treatment of me. I didn't ask to be let in; and was about to check the time when I saw that both doors were locked. I am a customer, a paying customer and I deserve better treatment. I know it's Friday and people want to go home, but that doesn't mean drop professionalism and common courtesy at 5pm. Plus, none of this would have happened had the postman actually came to the door.

    Jul 07, 2017
  • anon

    Ordered an item from rockauto on July 3rd, was shipped from Swanee Ga which is 2hrs north from my house... my packed was to be delivered today July 6 and after checking the tracking number I find out that item was last scanned in PUERTO RICO!!! How is that even possible???

    Jul 06, 2017
  • anon

    Great service today when purchasing stamps at our local post office in Cabool, MO 65689 THANK YOU!

    Jul 06, 2017
  • anon

    Repeat issues with USPS saying packages are delivered only to receive them several days later. Poor excuse for a shipping business. Mail carriers used to look like government employees in uniforms, now they drive random unmarked vehicles and dress like the people of Wal Mart!

    Jul 05, 2017
  • anon

    I was waiting on a package today July 3rd only to have the carrier not deliver it and say there was no safe place to put the package. I cant pickup the package tomorrow, and i really needed it. This would be fine if i could plan for it, IE if they never delivered things. but it is so inconsistent!!! sometimes it is left sometimes it is not! additionally, i have a fenced in yard with tall fences that is secure. Make a standard delivery guideline that is consistent, so i can plan ahead.

    Jul 03, 2017
  • anon

    The post office in the Bronx on 167st and Park Ave had more than a 1 hour wait time for picking up packages. This is really becoming the norm and there is no one to address these issues to.

    Jul 03, 2017
  • anon

    The sign in the post office requested feed back, so here it is. Post Office servicing zip code 20906, which services mostly a senior population. Went to post a package and was 5th in line was there for over an hour. There was one agent working the desk with limited English articulation. The line expanded to over 16 at one time, not counting the number of patrons that gave up and left. The person in front of me needed services related to s PO box, which were too complicated for the agent working the desk, so she consulted her supervisor, who was of little help and instead of stepping in to assist other customers, she (name of Kim) left in the middle of the transaction of the person needing assistance with the PO box, leaving the desk agent unable to complete the services to that customer and the customer up in arms, since this was her second time trying to get her issues resolved. That supervisor should be fired for her handling, or should I say not handling the problem.

    Jul 03, 2017
  • anon

    The web site to get a US PO Box is just one Bad Joke. You could learn a lot on how it should be done from The IRS

    Jul 03, 2017
  • anon

    My packages are being put in a "locker" because I live in a condo in Groton, CT . This is usually not a problem unless the package is about the same size as the locker it's put into! The locker is too small for many of my packages. When there's about 1/2" and 1/4" clearance on each side it makes it almost impossible for me to get the package out. ( if you can't get your fingers into the locker, you can't get the package out without jamming your fingers) The has happened to me too many times. This is how the post office loses customers. There will be no next time, I'll use a commercial mail carrier in the future.

    Jul 02, 2017
  • anon

    Sucks they do not ever deliver pkgs have to go down to pick them up what to hay! Are we paying for delivering? Really!!! Hello!!!! How about doing your jobs The money you all make you should be ashamed Roy wa po sucks but nobcares

    Jul 01, 2017
  • anon

    Today I was reminded again why I avoid using the postal services. The line is always long in the Oakland California post offices. Everyone in lines is complaining and saying how bad it is and uses other options when possible.

    Jun 30, 2017
  • anon

    I've had a problem with the mail forwarding to my new address. Every time I've called the post office zip code 11204 to find out the status after one month of living in the new place I've received no answers. I have a confirmation number of 1713 7900 0 0 0 4 4680. when I called the post office I was placed on hold many times for long periods of time and never given information. I've been hung up on and the customer service was extremely rude and unprofessional and I'm considering taking all my business elsewhere if this is not rectified. In particular, I spoke with a woman who said she was a manager named mrs. Burley. She was not only unhealthful, but did not want to address the customer service questions at all. She only kept saying she cannot speak for the other employees and I asked her as a manager why she cannot address this with the staff she became very combative and rude.

    Jun 30, 2017
  • anon

    GOLD STAR for, Carole, at the Port Townsend WA Post Office. Once again, she saved me a ton of money by helping me with cost savings packaging options. She took the time to repackage, wrap and relabel with bolder ink, a gift I was sending. Working with the public, on the front line is a challenging job. Management is often out of touch with the daunting complexities of the job that their employees face daily. (I'm a bus driver, I know...) For 23 years Carole has represented our Post Office with pleasant professionalism.

    Jun 28, 2017
  • anon

    45 minute hold times. I had to say "customer service" over fifty times to actually get transferred to a "customer service" option. I just don't have an hour to waste on waiting for the post office to answer a question. I have a simple question about where a package is coming from. I have a tracking number but I need to know where the sender is located. I hate the post office. I dread having to contact the post office. I dread having to go to the post office. I don't believe service could be any worse than this.

    Jun 27, 2017
  • anon

    This is the worst service ever, 50 min wait times, rude customer service who does not want to help out, mabye USPS should start doing better interviews instead of hiring lazy people who just collect a paycheck, this place should be run by a private organization instead of having it be a government entity which is why it is being ran so poorly. We have 3 facilities that use this service and it is disgusting how we are treated, starting next year we are switching to FEDEX which is 1000% better.

    Jun 26, 2017
  • anon

    after repeated e-mails to usps customer service about package delivery problems i have never received a response nor has the situation improved. i feel like my e-mails are deleted without being read. obviously there is no customer service in the usps!

    Jun 22, 2017
  • anon

    I missed a registered mail (usps office: 2222 Flatbush Ave, Brooklyn, NY 11234), and I went to the office 3 time, but they could not find it either time. they asked to leave my no. and I also rescheduled a delivery online. I have not got any answer for 2 weeks, and then checked online and found the it was returned to the sender after two weeks later!! they should either resent or call me to pickup. this is really a bad service.

    Jun 22, 2017
  • anon

    Do you guys really care abt the service u provide. We the customers provide thousands of good suggestions on how to improve service .. do u ever listen? How can you lose a dish pack shipping box? Right now O have two boxes betwern ANC and WTK in Alaska. The USPS has no clue where. Fed ex would. The USPS needs to be able to track the boxes thru the small hub airports where the get "lost" due to a first in, last out mentality. If the customer and USPS knew where they were, the shippers wud be forced to do a better job moving things. As it is, they dont care. You shud. Why dont u have a large box/heavy box line at the main PO in Anchorage AK with rollers to the back ...will save lots of back injuries/ lost work time. What makes things better for the USPS, makes the customer service better. Wake up!

    Jun 21, 2017
  • anon

    Do you guys really care abt the service u provide. We the customers provide thousands of good suggestions on how to improve service .. do u ever listen? How can you lose a dish pack shipping box? Right now O have two boxes betwern ANC and WTK in Alaska. The USPS has no clue where. Fed ex would. The USPS needs to be able to track the boxes thru the small hub airports where the get "lost" due to a first in, last out mentality. If the customer and USPS knew where they were, the shippers wud be forced to do a better job moving things. As it is, they dont care. You shud. Why dont u have a large box/heavy box line at the main PO in Anchorage AK with rollers to the back ...will save lots of back injuries/ lost work time. What makes things better for the USPS, makes the customer service better. Wake up!

    Jun 21, 2017
  • anon

    Their were 12 people in line 1 at service desk,their were people sitting at a desk that could have helped did nothing. i asked the person why no one was helping ,she looked new and was afraid to say something!! no wonder US postal service is LOSING money & why people use FEDX & ups!!!!! I dislike going to this PO,because of the LONG LINES!!!!!!!! I know you DON'T care brcause you let this happen!!!!!!!!

    Jun 21, 2017
  • anon

    Buscar paquete

    Jun 21, 2017
  • anon

    I'm speaking on behalf of a few people for the post office located in Main St & Sandford Ave, NY. The lady "incharge" of handling and rather organizing the passport issuing line, is so rude. She has no sense of customer service and is rather impatient and careless.

    Jun 21, 2017
  • anon

    Thank you for your message. The OIG is an independent agency of the Postal Service and day-to-day mail delivery issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800-275-8777), or file an online complaint with Customer Service on the USPS website.

    Jun 21, 2017
  • anon

    I have used USPS a lot, but honestly i don't want to use it again. One week ago,I got left note so i requested redelivery. But i got second note because i was not home.( They need my sign) But i work everyday so i couldn't be at home to sign. So i went to post office to pick up item but there was not my item. The carrier wrote wrong available pick up dates. I explained my situation and i signed on slip at the post office. They said my package would be in the mail box.( i didnot need to be at home because i didnot need to sign) but i got third note. i request redelivery again but the limit of redelivery is twice. So i went to post office again but they said my item is in the car, not the office. I really exhausted because English is not my native language but i need to explain again and again. Today, finally i picked up my item from the post office. I really disappointed the attitude of people in post office. When i went to post office to pick up, The woman said me to not request redelivery many times. So i explained my situation. But she didnot hear me. Her saying is like it's my fault, that's why i am writing this. And also i called several times before, but they never solved my problems. I explained my situation more than five time to each people. For me, it's hard to be at home and pick up item because of time.

    Jun 20, 2017
  • anon

    Once again the local post office delivered my package to the wrong location. I am tired of getting my neighbors mail. I try to request UPS for all my deliveries.

    Jun 19, 2017
  • anon

    I called to check the status of a package that has been with USPS for weeks now. From what I can see it says still at the facility. When I called to ask what the issue is the woman yelled at me and said this wasn't her problem. I calmly tried to explain the situation and she said " I can believe you are bothering me with this" and hung up the phone. I called (404) 521-2064 at the 1273 Metropolitan Ave SE, Atlanta, GA 30316 I honestly cant believe you hire such people its disgusting

    Jun 19, 2017
  • anon

    My experience with the USPS has not been good. I have in the last month mailed a padded manila envelope of which I do not have the tracking number any more. My daughter did not get that envelope. I then sent a package with two birthday cards and a geode to the same address. My investment so far has been close to 80.00 dollars. I also sent three envelopes with warnings of mail theft. She has not gotten those or the package. what is my next step, the FBI?

    Jun 19, 2017
  • anon

    Thank you for your message. The OIG is an independent agency of the Postal Service and day-to-day mail delivery issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800-275-8777), or file an online complaint with Customer Service on the USPS website.

    Jun 19, 2017

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  • 13 hours 34 min ago
    Hi Lorraine, and thank you for your message. The OIG is an independent agency of the Postal Service which investigates fraud. waste, and abuse within the Postal Service; and day-to-day mail delivery...
  • 14 hours 18 min ago
    I would have liked to use the kiosk but could not pay for the cushioned mailer that I also needed to buy. I was also not offered 1st class mailing options. If both of these we possible, I would not...

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