August 28, 2017 (RARC-WP-17-010)

  • Understanding, attracting, and retaining customers is necessary for the Postal Service to thrive in an increasingly competitive marketplace.
  • The OIG researched four postal customer satisfaction surveys and found that measuring customer satisfaction and loyalty provide a robust picture of brand health and growth potential.
  • Enhancements to its surveys could give the Postal Service an even more nuanced and comprehensive view of the postal customer’s total experience.

Happy customers are critical to the survival of any business, the U.S. Postal Service included. If residential and business customer alike are content with mail delivery and their local post office, they will continue to send and receive mail and packages via USPS instead of seeking digital alternatives or using other shipping providers. To understand customer needs and to gauge how well it meets them, the Postal Service surveys its customers at various touchpoints. Four surveys are particularly important:

  • The Business Service Network Survey polls large business customers.
  • The Customer Care Center Survey measures the phone helpline.
  • The Delivery Survey assesses the delivery experience of residential customers and small and medium businesses.
  • The Point of Sale Survey measures the retail experience at post offices.

Last year, 1.7 million customers completed these surveys, and their responses were rolled into a dashboard metric called the Customer Insights (CI) Index. The CI Index factors into the Postal Service’s pay-for-performance system and is reported to Congress and the Postal Regulatory Commission.

Because the CI Index serves as the barometer for postal customer satisfaction, the OIG researched the four underlying surveys to find out if they do a good job measuring the customer experience. Our research found that the Postal Service has a robust and evolving survey program, which clearly demonstrates its commitment to understanding its customers’ needs. Minor enhancements to the surveys, such as allowing customers to leave contact information for follow-up and employing hot alerts to immediately notify managers of negative responses, could help the Postal Service act quickly on feedback and improve the customer experience.

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Comments (113)

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  • anon

    All I've been trying to do is leave a five star review about how excellent the USPS tracking system is,how accurate and how satisfied I am.

    Jul 18, 2018
  • anon

    I'm extremely satisfied with the USPS tracking service. It's always accurate,I get precise information about where my package is,if there are any delays,and the correct day it arrives. I've never had any problems,ever. Thank you very much,USPS Tracking. Excellent!

    Jul 18, 2018
  • anon

    I visited the Hicksville New York post office today and Sharon was very good and went above and beyond to help me get my package today

    Jul 17, 2018
  • anon

    On July 7, 2018, I went to USPS Beaumont, CA to get my package. Rosy at the front desk tried to help but she said the machine was not working and she would just call me on monday. I gave her my number and waited for her phone call for the whole week. I came back today July 14 to try to retrieve my package. Unfortunately, it was Rosy again on the front desk. I told her in a nice tone“Hi, I was here last weekend and you took my number and you said you will call me. I waited for your phone call the whole week but didnt receive any so Im here again.” She angrily looked at me and yelled, “ I gave it to them. DID YOU LOOK AT IT ONLINE. YOU’RE SUPPOSED TO LOOK AT IT ONLINE.” I was shocked in disbelief and looked at my friend. She is not suppossed to work there. She has poor customer service. I was not even upset about the delay of my package but I was more upset about her animosity towards me. She came back and said that your package has been delivered. I have not received my package and in fact, I tracked it online and says no where to be found. I will just call the deliverer to just use UPS instead and not use USPS service anymore.

    Jul 14, 2018
  • anon

    We filed a claim for items lost in the mail. the package was insured, but We have heard any new news about the claim. Can someone tell us if the claim has been resolved? So we can make plans to reorder the 3 pine wood derby cars?

    Jul 10, 2018
  • anon

    I wish it was possible to send this comment directly to the Inspector Generals attention. Yesterday (7/9/18) I walked into the post office in Broad Brook, CT and a postal worker locked the interior door, while looking at me and closed the blinds. Apparently it was lunch time, and the sign did say they closed from 1:00 pm to 2:00 pm. I just felt it was a very poor way to handle things, and it upset me. Now, at the end of the day, I stopped at the Ellington, CT post office, on my way home, so I could mail the envelope I was going to earlier in the day. Talk about opposite ends of the spectrum. At the Ellington Post office, I was waited on by "Jeff", at about 5 pm, close to the end of his day. At that point, I forgot totally about my earlier experience because Jeff was about the happiest, most polite postal employee I have ever been in contact with. Wish there was some way for him to be recognized for the way he represents that uniform, himself and the United States Postal Service. What a class act. Angelo Ortisi

    Jul 10, 2018
  • anon

    Great service at White Rock Station - always!

    Jul 05, 2018
  • anon

    I would like to share my appreciation for Donna at our Two Rivers, Wisconsin post office. She was kind enough to send me the stamps that I had inadvertently left behind. I am not surprised as I have always found her to be very pleasant and helpful!

    Jun 29, 2018
  • anon

    PLEASE improve the post office at 1 Hanover Street, Manhattan, New York & 90 Church Street, Manhattan, New York. It is INSANE how only 1 person is working at the counter, AT ALL TIMES at 1 Hanover while everyone, like me waits nearly 25 minutes to see that 1 person & I was next in line. After waiting for 25 minutes, I was told my package wasn't even delivered to that post office yet I clearly marked delivery to that specific post office. The employee told me I looked at it wrong. How the hell is that possible? You would think they would contact their higher ups to avoid this from happening & wasting their time since they said it is a common occurrence. 90 Church has the same issue of the lack of postal employees and you are stuck waiting almost an hour and a half close to 2 hours and none of these offices have the best attitude. It SADDENS me to understand how government offices like these allow these ignorant and rude employees to work their when younger more friendlier & experience people are willing to work with a smile on their face. PLEASE FIX.

    Jun 18, 2018
  • anon

    I had called the usps customer service on June 5,2018 to check on the status of the package sent to Canada. The recording came on and said it would take anywhere from 45 minutes to an hour and three minutes to speak with someone. I left my number and they did call back. After I received a call 45 minutes later, I was still on hold for another half hour. This to me is very poor customer service.

    Jun 06, 2018
  • anon

    Our USPS lady is just wonderful!! She delivers every day with a smile on her face. She is a pleasure to see and I wish all employees followed her example.

    May 24, 2018
  • anon

    The USPS is doing a great job even with the handicap of having to deal with the impatient, often rude, unappreciating public.

    May 21, 2018
  • anon

    The Postal worker's are so respectful and helpful at my station in Tx. I give one employee 5 stars as well as the whole station. Sincerely

    May 16, 2018
  • anon

    They only provide the surveys to people that are not experiencing issues with them.

    May 11, 2018
  • anon

    I frequent the Quality Street Trumbull, Ct. Postal Office and at this time I would like to comment on three outstanding employees: Employee number 3: Ramon Employee number 16, Nancy Employee number 9, Marlene When visiting this particular site, these three employees need to be recognized for their "Going the extra mile" attitude along with their courteous manners to all of their customers. I recently visited the Monroe, Ct. site, and I was very unhappy with the service that I received there. The employees were all miserable and not at all helpful. So SAD!! Another customer remarked that she too, had the same experience in the Monroe Post Office. :( Please let these three employees in Trumbull know how much they are appreciated!!!

    May 06, 2018
  • anon

    My first complaint is that my post office in Canton Michigan has never once answered the phone in 2 years!! When I lived in Livonia Michigan that never happened they always answer their phone and Livonia is twice as big as Canton. My second complaint is I had ordered new checks through my credit union they had me scared to death because they never showed up every time I went in and it turns out a lady went to look for them and she found them and said I should have gotten the card in my PO box indicating that I had a package which I NEVER received. This is getting ridiculous the post office used to have decent help they used to answer their phones. With most people using email and not as many people using the post office the quality of service has gone downhill too bad we didn't have other choices

    May 05, 2018
  • anon

    Our little post office has the best people working in it. The service is consistently great. Any time I need suggestions for packing and/or sending items, I can always get the best suggestions. Clerk #15 has helped me last week and today--fabulous!

    Apr 23, 2018
  • anon

    I have no complaints im happy with their service.

    Apr 20, 2018
  • anon

    I am at the post office in Kearny NJ. Zip code 07032. There has to be 40 people in line. It's Saturday at 1140. Then you wonder why people don't use your service.

    Apr 14, 2018
  • anon

    I was on hold for 40 minutes to ask a question about my forward mail—never talked to an agent. Tried to get online answer. I had my confirmation # but when entering zip code, said incorrect. Could never get answer online or by phone. Very frustrated!!

    Apr 12, 2018
  • anon

    Carrier here in RI. One of my customers on my route got a survey a few days ago, and when asked how they would rate their carrier and they said with a " 10 ", the surveyor then states to the customer " you're kidding me "??? Ty for the confidence...?

    Apr 10, 2018
  • anon

    take advantage of this time in order to express my gratitude to the West Palm Beach Post Office located at 3200 Summit Blvd, West Palm Beach, Fl 33416 since the staff who work there are very competent and professional. They also treat their costumers in the best way a human being could be treated, with love and sincerity by creating a nice environment that make me feel at my own house. I also want to highlight the speed with which they work without losing quality and functionality. They are also ready to help you with any doubt arise. They explain in a racional and clear way the details about sending a parcel or letter by giving you the best way to reach the destine. In the time that I have been living in this beautiful place in Florida both a package or letter has never been lost, since they have reached their destination at the right time. All these things about the post office which I attend, make me feel so proud of living in West Palm Beach because I usually need to mail letters, and parcels to different parts in America and abroad. Thank you again.

    Apr 09, 2018
  • anon

    Eric Anske, the postmaster at the Pekin, IL. USPS branch, did a wonderful job at finding a letter that had been lost in the mail system for 3 weeks. After speaking with him, the letter was found, it started tracking through the system, and arrived at its intended location 2 days later. The contents of the letter were extremely valuable. Without his help, I don’t think I would have recovered this letter. I am so grateful that Eric made himself available to me and followed up on this matter in a timely fashion. We are fortunate to have Eric at our local USPS. If I could give him a higher rating than 10/10, I would! Thanks again!

    Apr 09, 2018
  • anon

    Regina at the Cody Wyoming US Post Office was very helpful and knowledgeable Doing a fine job .

    Apr 02, 2018
  • anon

    REFERENCE: MY TRANSACTIONS AT THE MATTHEWS POST OFFICE. THE LADY WHO HELPED ME WAS EXTREMELY HELPFUL. SHE IS VERY EFFICIENT, KNOWLEDGEABLE, WELL MANNERED AND FRIENDLY. THE WORLD CAN USE MORE FOLKS LIKE SHE IS! I'M AN 88 YEARS OLD SENIOR AND KNOW QUALITY SERVICE WHEN I EXPERIENCE IT.

    Mar 28, 2018
  • anon

    Before I write this I was a in a PSE and clerk position for almost 2 years before I joined the army. I have filled in at many different offices and know the regulation. many times now me and my wife have went to the Post office on Main post at joint Base Lewis McChord Washington to ship Smal items like clothes and small fishing equipment and The women clerk there has told us we need to have a box and pointed us to the priority packing supplies. I've explained to her that I didn't want to mail these priority that I wanted first class and told me that she refuses to send it that way first class. She has no customer services skills at all and is very rude and insulting. She is not a person that should be in a customer position for any company anywhere. I took my package and went straight to another office and sent it without any problems. someone needs to talk to this office and explain to them the regulations of mailing. thank you for your time.

    Mar 19, 2018
  • anon

    Had a return package, a expedited station was outside the main office doors. Availed myself to this system. Loved it because it was fast, unencumbered with chitty chat between service person and customer. Hope this system remains or at least an expedite line to get through rapidly. Midland, Michigan post office

    Mar 14, 2018
  • anon

    Damage to handling of packages needs to be addressed seriously!

    Mar 12, 2018
  • anon

    Can someone please do something about the customer service at the main usps facility in Barrigada Guam. Numerous times I have gone there to pick up a package and there was no yellow package card in my box however according to usps tracking it was there. I would have to always show the csr my phone with the tracking Info then they would say they forgot to place a package card in my box. Or after they see the tracking Info on my phone they would always tell me it's processing only to find out it's been available for pickup however they did not update the tracking Info on the website. It is very inconvenient to wait in line for over 30 minutes to be told your package is not there only because they didn't update the system or failed to put a package card in your box. Lining up numerous times and traveling back and forth only because of laziness or incompetent employees is very ridiculous! Please help.

    Mar 08, 2018
  • anon

    I ordered a package and was given a tracking number. On the usps site it claimed it was delivered but I have not recieved the package. When we checked on the security cameras, there was delivery at the time it was claimed to be delivered. I have tried getting in touch with customer service and have been put on hold for long periods of time. This is absolutely ridiculous and I am extremely dissatisfied with USPS customer service and delivery service.

    Feb 28, 2018
  • anon

    why do you leave this comment area open when all the posts are not your business.

    Feb 22, 2018
  • anon

    Hello, forewarning, no strong language, but lots of heat. sorry but I truly have had the last straw. I have never written something so negative, but it is all true and these are issues that need addressed. I am having issues in Paxatonia/Harrisburg PA. I have filed multiple complaints and there still are the same issues I struggle to resolve. My packages are either not delivered and then come 2 months late (happened on two occasions due to staff reporting the "checked the back" though they never did), and having packages locked into a safety mailbox with keys that don't work (happens at least a dozen times) Here I am on the phone with the Paxatonia branch. They are lazy (though kind in person i will say), and never pick up the phone (estimated waiting time at 915 on thursday morning is 2 hours apparently). in person i have seen them ignore calls and when i asked "aren't you going to pick that up" to a staff member drinking water in the back she said "no". I have a package that was delivered ON THE 16TH. it is now the 22nd and I am still unable to get it. It is in the safety mailbox with the key that stays in the door. this lockbox and key do not work. I have asked multiple people for help and no one has ever been able to open it. I attacked a note the the key for the postmaster monday the 19th. it is now the 22nd and I am through with this deplorable service. I can always expect my letters to leave on time, but when it comes to receiving packages, letters, and help of any kind, USPS Paxtonia is the WORST facility I have come in contact with. I know customer service, I'm a travel nurse and have to deal with unhappy clients all day. Also as a travel nurse I have used many postal services. Please send someone for quality control in Paxtonia because the are, quite frankly, useless lumps of flesh sitting around. you can train a monkey to scan packages and pick up phones, but apparently not employees. In conclusion, because of the laziness and poor work ethic here in Paxtonia USPS, I have lost money having to repurchase christmas present again (only for those packages to show up months later), lose precious time (such as now, 930am after my third 12 hour night shift in a row), and become my worst nightmare (the most negative of nancies!). HELP!

    Feb 22, 2018
  • anon

    USPS should be restructured or shut down. The most obnoxious experience every time whether by phone or in person. Inefficient ridiculous phone auto system, inefficient depressive postal workers- this company won’t survive if don’t change for the better.

    Feb 21, 2018
  • anon

    I agree with many people complaining about the USPS here especially with package delivery. It is like the USPS leadership does not really care about these comments or no one is actually looking into them. My son purchased some items online around Black Friday. Somehow the address got mixed up. Even though the package got to our CITY, the USPS returned the item non deliverable. I would think with the name being present, they would try to check the correct address and notify us. Well, the package was re-routed all over the place until finally it ended up in the USPS Mail Recovery Center in Forest Park, GA. Have you tried to make a call to this location? No one picks up. Their reviews are AWFUL but who cares? I wonder if USPS management is doing anything to address all the concerns raised about that post office location. My son filed a report on December 30, 2017 about the missing package. It took the USPS one whole month to reply (January 29, 2018). The reply states the package has not yet been recovered but EVERY effort is being made to do just that. Really? I tried to call the USPS - Hold time is 47 minutes to one and half hours! Like we have all the time in the world to accommodate the inefficiencies in the USPS. Recently, I sent a USPS Priority mail to my son on a Tuesday. It was supposed to be there on Thursday - did not get there till Saturday. The USPS is becoming irrelevant. Yesterday, I learnt the cost of first class mail stamp is now 50 cents. Wonder where all the money is going and why the USPS is unable to either re-train their personnel or clean house. I hope competition comes very quickly - maybe when there is imminent threat of oblivion they will sit up.

    Feb 13, 2018
  • anon

    There should be a law against USPS delivering packages. They totally fail in this aspect. I'm almost willing to pay the extra money for speedy UPS/FedEx service so that USPS doesn't screw it or so my packages are actually delivered when they're supposed to be on time. USPS is just unreliable

    Feb 11, 2018
  • anon

    I just placed an order and said I'd do the survey at the end of the ordering process. I closed the window, then remembered that I hadn't done the survey. I've found that it is easier to order stamps on line that it was previously. Thank you for making ordering purchasing stamps on-line easier!

    Feb 10, 2018
  • anon

    This system when calling the USPS for Track a Package is the worst I've ever used!! It doesn't connect to a Survey after the call--probably because the USPS knows that it's horrible service!! The system, instead, puts the caller on hold for an estimated one hour or more hold time! The only option is for the customer to hang up rather than have the option to do the survey, thus avoiding negative feedback. What a scam!

    Feb 10, 2018
  • 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 click on "Contact Us" on our uspsoig.gov page.

    Feb 06, 2018
  • anon

    I have to report how poor and appalling the services at the 1900 W Gray St. Houston TX 77019-9998 I have reported the issues multiple times to the USPS Cutomer Service, Attorney General for over charging me $12.00 over the actual postage price, and now for sending my package to the wrong address. My package is now lost and I'm trying to file a claim online and the web site is ridiculous there is no link to reset both username and passwords. It will not work for both and no alternative.

    Feb 04, 2018
  • anon

    Good day to u on November17th 2017 I overnight a package to uscis in Vermont.2 weeks ago I received a letter from the agency saying they did not receive my package I lost my receipt and am unable to prove through a tracking number of my transaction with the post office on north ave in new Rochelle.Several visits to the post office was not successful in finding a copy please if there is any other avenue u could use to help me find my transaction will be greatly appreciated

    Feb 04, 2018
  • anon

    The USPS office on flandro Drive in Pocatello Idaho is a joke. You have to wait in line to use a pen and then you have to wait back in the line to ship something. They have zero items out for customers to use. The other post office in Pocatello on Clark has all the items that you need accessible to you so you don't have to wait 45 minutes in line to use something and then another 45 minutes to ship it, doing business like this is going to make UPS and FedEx get a lot of new customers.

    Feb 02, 2018
  • anon

    I sent a package priority mail on January 26th, it just was scanned in Allen Park, MI today on February 2nd. Why are you charging people priority rates to get 3-day shipping when you have a problem in Allen Park and the packages are not going out for 8 days? Terrible service. Will use UPS from now on.

    Feb 02, 2018
  • anon

    I love our Robertsdale Post Office. I am a senior citizen, (78), and they (particularly Gennie), are always helpful with a friendly smile, for any issues I may have with my mail.

    Feb 02, 2018
  • anon

    Still waiting for a package that was supposed to be sent 2 day delivery. We processed on 1/22 and still waiting for it. They lost it! Incapable, unreliable and worst customer service I have ever encountered. The USPS needs to go. Get rid of them. They're incompetent!

    Feb 01, 2018
  • anon

    I agree wholeheartedly! They increase postage prices and deplete quality service!

    Feb 10, 2018
  • anon

    Dear OIG Webmaster, why the heck do you solicit comments if you can't do anything but tell us to take our complaints somewhere else. Why can't you forward our complaints to the responsible department/customer service, etc. ? This is a perfect example of another flawed business process at USPS. Most businesses that only scored 81% on delivery would be bankrupt. The Postal Service Is Delivering Itself Into bankruptcy. Once that happens your outsourcing contract will be null and void. But I guess you don't care either. YOUR CAPTCHA DOESN'T WORK AND THERE IS NO SUBMIT BUTTON!!!!

    Jan 30, 2018
  • anon

    Eva Rose - Thank you for the information and our apologies that you had problems submitting a comment to our site. So we can look forward into this issue, can you share with us which browser and platform (mobile, PC, Mac . . .) you were using when you tried to submit a comment. Your comment is important, but this comment box has been designated specifically for feedback on the report referenced above. We are the Office of Inspector General, the oversight office for the U.S. Postal Service. If you wish to file a complaint of fraud, waste or employee misconduct, please go to the “Contact Us” tab at the top of this page. If you wish to contact USPS regarding customer service, please visit USPS's website. Thank you again for taking the time to comment.

    Jan 30, 2018
  • anon

    I would like to commend the postmaster at the Barium Springs location. He is always courteous, friendly, and helpful. The USPS is very fortunate to have such a dedicated employee.

    Jan 26, 2018
  • anon

    I received rude service on 1-22-2018. Never had problem before.

    Jan 24, 2018
  • anon

    Thanks for your message. We are an independent agency of the Postal Service and unfortunately can't help with customer service issues. You can file a complaint with the Postal Service on their website.

    Jan 24, 2018

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

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