December 13, 2017 (RARC-WP-18-003)

  • The Postal Service could make the delivery survey more representative of the general population and validate the survey’s scale to ensure its accuracy.
  • Survey results showed dissatisfaction is highest among small and medium business customers, centralized delivery recipients, and 25-34 year olds.
  • Customers most frequently commented on misdelivery, delivery time, delivery location, and parcel safety or condition.
  • Field management uses survey responses to troubleshoot local problems. A headquarters review would address systemic concerns through macro changes to policies and procedures.

Delivery has been the cornerstone of the U.S. Postal Service since its founding in 1775. For nearly two and a half centuries, mail carriers have connected friends and family, businesses and consumers. Tracking customer satisfaction with delivery helps the Postal Service understand how it is performing in one of its core competencies and gives it the opportunity to gather feedback on what its customers want. However, customer satisfaction with aspects of delivery remained flat or decreased since FY 2015. To understand customer satisfaction over time and identify opportunities for improvement, the U.S. Postal Service Office of the Inspector General (OIG) reviewed the Delivery Survey using four approaches:

  • Examining answers to satisfaction rating questions,
  • Analyzing answers to open-ended questions, commonly called verbatims,
  • Interviewing managers at the local and headquarters level to understand how surveys are being used, and
  • Enlisting an expert on ways to optimize the survey going forward.

Our research confirmed that the Delivery Survey provides the Postal Service with valuable customer feedback. But adjustments to the survey and how it is used could help the Postal Service improve the customer’s delivery experience.

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Comments (29)

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  • anon

    Thank you to everyone who has left a comment on this report. We read each one and consider them when planning future audits and research projects. However, the Inspector General’s office operates separately from the Postal Service, and we are unable to take action to resolve specific issues. If you are experiencing a problem, your best bet is to report it directly to the Postal Service. We recently revamped our contact page to more easily take you to the appropriate point of contact for a variety of issues. For assistance in resolving your specific problem, please consult: www.uspsoig.gov/uspsoig-contact.

    Jan 10, 2018
  • anon

    Why would the post office MOVE my mailbox from my house to out by the street and then refuse to deliver if we park in front of it? City won't let me park in the yard. I can't park anywhere on our street with small lots unless I block my mailbox or a neighbors. YOU MOVED IT. Tell them to get their lazy ass out and walk 10 feet.

    Jan 08, 2018
  • anon

    YOUR SERVICE SUCKS. THREE DIFFERNET NAME AT MY HOUSE AND YOU ONLY DELIVER MY MAIL. I CALL AND YOU TELL ME THAT YOU ARE ALLOWED TO ONLY DELIVER TO ONE NAME ONLY. AGAIN YOUR SERVICE SUCKS

    Jan 03, 2018
  • anon

    You really need to improve the care you take living up to your "2-3 day" Priority delivery. Why did I pay $13.60 to be subject to false advertising as well as poor delivery management and my package to be mishandled? Based on my experience, you lie. Someone (or many) along the way wasn't doing a good job. Did my package get misplaced? Why did it go to Texas distribution center more than once? And did you only start to look for it after I tracked it online? Yes, I know it's Christmas mailing season and it's a busy time for the USPS, but you should be prepared for it. It's not the first Christmas mailing season you've ever had. For shame. I am extremely disappointed in your service for my Priority delivery. And I'm still mad about trusting your inaugural overnight Express Mail service that got lost and wasn't delivered for a year. You will not get accolades from me. I pay taxes, and frequently don't see the stellar service that should be delivered. 1. Deliver my USPS Priority package when you said you would. I mailed it 12/16/17 and you gave it a Tues., 12/19 delivery expected date, but that didn't even come close. it was delivered 12/28/17 — NINE DAYS LATE and 12 DAYS AFTER I MAILED IT. In tracking the non-delivered package, it took 18 listings on the tracking progress page for that one package. It appears it went from Jacksonville, FL right past Mobile, AL (its final destination) to Texas (over 600 miles past Mobile, and over 1200 miles for one 2-way trip), then went to Mobile, then back to Texas, to Mobile—the Coppell, TX distribution center was listed three times in the tracking. WHAT WERE YOU THINKING? When I asked the counter worker today about the poor Priority delivery, besides the lame exuse of "it's Christmas." she said that she had mailed a package on 12/14 and it was only delivered on 12/15. At least her's got there on Christmas. 2. Have more counter help for your customers. The counter is very long with many work stations, but very few postal counter workers in evidence. I made several trips to the post office during the pre-Christmas mailing time, and it was like that (under staffed) each visit. When I reached the counter each time, the counter workers were cordial, helpful and knowledgeable. Kudos to them. Thank you. A W Pritchet

    Dec 30, 2017
  • anon

    USPS stole my money! I reserved a po box and was told if I don't show up to claim the box within 30 days my money would be refunded. I showed up and told them the location was too far of a walk from my hotel (military member just arrived on base and had to car) and that I didn't want the box anymore. She said she would have to open it to close it and then refused to refund my $68. If I never went in I would get my money back but instead they don't tell me that I need to cancel online to get a refund and then refuse to do the right thing and refund my money. Lack of integrity, UPS and FedEx will be getting all my business now!

    Dec 28, 2017
  • anon

    Know wonder customer service is down management is terrible about it. Telling us to let customers come get parcels at post office so we don't take time up delivering. False scans on expresses.fake sign in times.And management pretends they know nothing about it. They are so corrupt.

    Dec 25, 2017
  • anon

    what I don't understand is how a priority 2-day package can arrive in DC post office (Friendship Heights on Wisc. Ave NW) and not be delivered to PO Box, located down the street at satellite PO location also on Wisc. Ave NW, for WEEKS. And how, after many complaints, including letters, this same delay occurs over and over again, and no one responds, fixes, or seems to care about it.

    Dec 23, 2017
  • anon

    I just moved from Houston, Tx. to Fort Morgan, Co. I've been having trouble with my mail/other things since I've gotten here. I requested services to be put on hold, "excuse me if I'm inconsiderate or rude", but I was getting all my mail every Friday I make it my business to get there and pick it up. Well I went in this Friday December 22, 2017 and none of my packages where there but my mail was. Couldn't understand why the paper mail was there, but not my products I ordered. I went in the supervisor informed me they delivered by accident. Which was wired because my paper mail was there. Now on the other hand I went in about employment and they told me they where hiring and when I went back and informed them I did my application they then told me, "oh sorry but we're not hiring." Well , Marty told me you guys needed help for the holidays.... "oh he didn't know what he was saying, he doesn't know what he's saying." Now all of a sudden there's seasonal help that got my packages mixed up and delivered. Yeah! Nice treating people USPS FORT MORGAN!

    Dec 23, 2017
  • anon

    I have put in 5 address changes into the Lander, Wy. Post Office, talked with the Post Master,(Patrick) and different attendance, to change my PO Box from a business box to a family. In 5 filed out forms and 5 difference calls into the Lander Post office and others outside of Lander. After all the attempts to get my family’s mail, I still can not get my mail after two in half months. Very frustrating!! No customer service!! No care that I can not get my mail delivered to my new address.

    Dec 23, 2017
  • anon

    The person working in the office at Whitesburg,TN location is not in the office as hours are indicated on door. Asked her a question and she was not polite at all.

    Dec 22, 2017
  • anon

    Im gonna have to say something bout your workers... specially one. This specific, disrespectful lady is full racist and I WILL NOT tolerate that and I will defend other customers who were being disrespected but couldn’t day anything . No. That’s very disrespectful how I asked for help and she said “figure it out” and when I asked for a pen , she rolled her eyes but with white people infront is she became a goddamn saint. No . That’s disrespectful and I’m gonna do something bout it if you don’t . Thank you . Yours truly , Ashley .

    Dec 20, 2017
  • anon

    I have tried to contact via phone an USPS supervisor above the local office supervisor for clarification on an ID issue. The 800 phone number level is ALL automated! What happened to a live voice?! And this is considered transparency??!! Issue: I have a physical mailing address and a post office box. When I received notification for a registered mail item and went to pick it up at the front desk I was told my driver's license that is a TSA approved lD for air travel was not enough. I needed a CA DMV form DL-43 (change of address form). Fill out this little brown card, but don't submit it to the DMV. What?! This unofficial card if lost or stolen with my post office box key will grant anyone access to my secured mail! Either create an official form or plan to have a great number of angry, excited patrons on your hands!

    Dec 20, 2017
  • anon

    Very unhappy with the way usps operates. Mail a pkg to Texas on the 5th of the month, then it went to Los Angeles calif the next day. Somewhere in Los Angeles they messed up and sent the pkg to detroit..it was supposed to arrive in Texas on the 11th and as of the 19th still no clue where it is. VERY unacceptable service and of course nobody knows why it went to Detroit.. I want some answers as to why it still has not arrived and where it is?????? Very poor tracking system, doesn't tell you anything about location!!!!! Think more employee training in English is needed

    Dec 19, 2017
  • anon

    Delivery service is failing in Metro Atlanta. I saw the requests for support against the changes since 2015. Who could support a group who doesn't deliver on a regular basis? We are missing daily delivery, and as you know we have options. look at the reviews for local post offices, see wsbtv new 9 days without mail in Dunwoody! This is frustrating and unacceptable. As I said we don't blame the bureaucracy we blame the service organization. How are we supposed to trust a service that doesn't deliver?

    Dec 19, 2017
  • anon

    I do not want packages left at my home unattended. This happens and somehow there was a note on my address ststing "if no answer, leave package". THIS IS INCORRECT. Correction: DO NOT LEAVE PACKAGE IF NO ANSWER please. Please inform me that this change has been made.

    Dec 19, 2017
  • anon

    Delivering the best customer service. Laughable. For the past few days,my husband and I have been receiving our mail no earlier than 7:00pm. On the one day it came earlier the mail carrier left my package on the porch and it was stolen. Also when contacted by the supervisor from the 5011 Samson st office she told me the carrier did his job. He delivered the package.the wait time for your customer service line is 50+minutes. Still waiting. I have never experienced anything like this ever. No accountability.

    Dec 18, 2017
  • anon

    I am constantly (more than three times a week) getting other people's mail. I'm in Oakton, VA 22124-1799. I have been to the Oakton post office to complain more than once. There is not an efficent way to report getting mail that should not have been delievered to you. This is a long term problem with the mail carrier for 22124-1799. What is being done about it?

    Dec 18, 2017
  • anon

    The mailman on my route is not dressed as a USPS worker and delivers the mail with such an attitude and throws packages at me and my neighbors that we need to duck or be hit. Then we find out that the package is not for us and inform the sloppy dressed mailman and he grabs the parcel from you and takes off. Knowing full well if he is delivering to the wrong address ....how many other wrong doors is he delivering too? Then when we try to inform our local postal service it just falls on deaf ears. That is a real warm and cozy comforting feeling, right?!

    Dec 17, 2017
  • anon

    So sick of paying for 2 day shipping of a simple letter only to have it delivered 7 and 8 days later. No refund offered or explanation given. Just take $7.00 a pop for a service the USPS cannot and has not delivered. Why offer 2 day delivery, take peoples money only to have it arrive a week or more later and in the same State. Three times I've paid for 2 day deliver of time sensitive legal documents only to have it arrive 7 or 8 days later. I don't expect this email to change anything nor do I even expect a response. It's just another example of the Failing USPS and the people who run it.

    Dec 15, 2017
  • anon

    Within a week i have had two packages stolen which were priority express i have been belittle by the customer service representative and I’m to a point that i will be contacting a attorney and filing a class action sued for the all the issues that have gone on the past week. Since no one want to take accountability for the actions of their employees i will take it further

    Dec 15, 2017
  • anon

    Carriers want to do a good job but management is terrible telling us to leave notices so we don't take time delivering. Telling us to fake delivery scans. It's bad.

    Dec 25, 2017
  • anon

    I will take part in that class action suit also! They arbitrarily decided that my address was not a valid address people have been receiving mail at this address for over 4 years they did it right before Christmas and I was gone for a few days to a funeral and all my Christmas presents got sent back I'm a disabled little lady that doesn't go shopping and now I have no Christmas presents for my new grandson or my daughter or my son in law there's more to it than that. They have ignored everything I have tried to tell them, they were supposed to call me back and have not the supervisor said he would find out what was happening and give me a call tomorrow that was 3 days ago I thought it was just the Grants Pass Oregon USPS but it looks like it's infected across the country!

    Dec 20, 2017
  • anon

    I'll join you in that Class Action Suit. The USPS takes money for services it cannot and will not deliver. Three times in a row I paid for 2 day shipping only to have it arrive 7 and 8 days later and it was mailed in the Same State. It's not like it was going across the country. They take my money and offer no refund when they do not hold to there end of the agreement. Pay for 2 day delivery it should arrive in 2 days not 8. I have many other gripes with USPS and especially their PR and Customer Service Departments. Yeah, I'll join you.

    Dec 15, 2017
  • anon

    I am appalled that not one person has reached out to me in reguards to wanting my complaint escalated outside the office the complaint took place. I spoke with one person & was very candid on how I felt its almost 3wks later & nothing I am ashamed the United States postal service would allow there employees to continue to disrespect & display unprofessional service experience. It's clear now why the employees feel they can treat consumers anyway other then how they woukd want to be treated we the people are the reason you still exist , its horrible how know one seems to care about a complaint as serious as mine its seems you the postal service uphold this despicable behavior & it saddens me we consumers should start handling all our business on line & then maybe we could get the respect we deserve. I will not stop here Southfield 11mile lasher office superiors need a,wake up call & more customer service training & possibly harsher penalties for treating customers with no dignity

    Dec 15, 2017
  • anon

    The USPS has gone to Crap. No accountability. No respect for the customer. Their delivery times are horrible and they take money for expedited deliver only to have it delivered way past the expected date. It's ridiculous and not even the Inspector General is doing anything about it. Just another example of Lazy, incompetent people collecting a check and nothing else. Sick of the USPS. I use FedEx or UPS now. The USPS needs to just fold up and go away.

    Dec 15, 2017
  • anon

    I have TRIED to report theft by a postmaster for 3 weeks now and all I get are rude and useless 1800 ask USPS employees who have only made the situation worse. Don't bother trying to contact the postal inspectors I have filed a complaint with them online and left 4 messages all ignored. It is the post office policy to treat angry customers like garbage until they have had enough and vanish. Spread the word use anyone BUT USPS, once the old timers afraid of change are gone they will wither and die. The entire system they use is from the 50's except the customer service they offer is the worst I have ever experienced. I have been and will continue to tell whoever I can not to use USPS crappy service

    Dec 14, 2017
  • anon

    I had filed a 'lost letter' document but then it showed up. BUT I did not see any way to go back and ask that the search be ended! It was weeks+ before I was notified that the search was complete and the item not found ...... I could have cancelled it but could not see a way to do so.

    Dec 14, 2017
  • anon

    carrier always giving wrong mail to wrong houses,, making bills arrive LATE or not getting to my home at all resulting in late payment fee or collection agents calling,, this has been happening for months and nothing has been done about it!!!!!! Do we still live in the stone age,,,, Its pretty bad not being able to depend on my mail!!!! I live in a small town but REALLY?? Norton Ohio resident.... Dutt Road,,, PLEASE can anybody HELP!!!!!

    Dec 13, 2017
  • anon

    This is a compliment of Charlotte an absolutely wonderful employee located at 24 Lincklaen Street, Cazenovia, NY. I am a frequent user of the Priority Mail service and recently commented to Charlotte the envelope size tends to be a little too small. Charlotte took it upon herself to take note, research, locate a larger Priority envelope and have a bundle delivered to my home the following week(s). The community and USPS are incredibly fortunate to have such a diligent and caring postal carrier. Please let Charlotte, her supervisor, and personnel records reflect this outstanding service. With kind regards, Mark

    Dec 13, 2017

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  • Christine Lyons, John Althen, Amanda Stafford, and Kelly Thresher contributed to this report.

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