July 18, 2016 (RARC-WP-16-013)

  • Users are an important asset to digital platform companies such as Google, Facebook, and Snapchat.
  • The way digital platforms treat their users offers valuable lessons for the Postal Service and the postal platform: focus on the platform experience, strengthen user engagement, and maximize the value of the platform for users and payers.

For digital platforms such as Facebook, Google, and Snapchat, users are an important part of platform’s value, even if they do not contribute directly to the bottom line. For example, Snapchat received a valuation of $16 billion not for any physical asset, but for the monetization potential of its massive, engaged user base. Successful social media companies carefully balance the demands of both sides of the market, users and payers, to the benefit of the platform as a whole.

The U.S. Postal Service also serves as a platform, connecting American households and other recipients with the people that pay to reach them, and users are important to its financial health. The Postal Service's average revenue per household user is $179, more than four times the $42 that Facebook earns for each U.S. user. While the Postal Service is a logistics firm with a different structure than a technology company, the way digital platforms treat their user base offers some valuable lessons.

These lessons are particularly relevant now, because as new digital alternatives have emerged, the use of mail is changing. The Postal Service is increasingly reliant on mail from businesses and other organizations to households. Business to household mail now accounts for 77 percent of volume, but households on average receive 22 percent fewer pieces than in 2004. Households are also disengaging from the mail as senders, sending less than half of what they used to.

The experience of digital platforms suggests several strategies to improve the postal platform and build its user base:

  • Focus on the platform experience by maintaining good service across the platform and adapting to new needs and technologies.
  • Strengthen user engagement using strategies such as rewarding recipients and promoting mail to digital users.
  • Maximize the value of the platform for users and payers by building a digital feedback loop and developing standards to encourage best practices on the platform.

Ultimately, users and their experience and engagement matter to the Postal Service. Just as for digital platforms, the Postal Service’s future success is dependent on its user base.

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Comments (3)

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  • anon

    I had NO Mail delivery again today! This is not the first day mail had not come to this route. I have been told by the next day carrier that they did not have any body for the route. I a month I get male anytime between 2 and 8. This is the longest route out of the 77082. The post office building is a trash dump! The front door has been broken for over 6 months. It's not being maintained in outdoor lighting, the grass and general appearance. My Post Office (77082) complete inspection of route, building and management.

    Aug 31, 2016
  • anon

    I live on a rural route, I was wanting to know the standard procedure for parcel delivery on a rural route. My mail carrier had for years delivered parcels to my residence. In November, 2015, she got angry with me over a personal issue and since then, she will not deliver anything to my residence except small mail. Is there anything I can do about this issue? I live 15 miles from the post office. Also, UPS has contracted with the USPS to deliver packages, but as I stated before my carrier will not deliver to me.

    Jul 19, 2016
  • anon

    We continuously experience very poor service when dealing with USPS and there seems to be no recourse. Examples of poor service include: mail delivered when a hold mail has been filed, thus mail spills over out of mail box; mail delivered for three different households within the same complex unsorted and shoved into one household's mailbox; mailbox lid left open when raining; mail not redirected when a temporary change of address is filed or even after it has been filed twice (my present issue); post office phones sounding busy all day; inordinate amount of waiting time at the 800 number, unresponsive supervisors at the neighborhood office. I have now been waiting to speak with someone about my change of address issue for 45 minutes, while the recording said it was a 1-2 minute wait. I cannot address the issue through the automated system because it asks for a 9 digit confirmation number and my confirmation number is 16 digits! What kind of recourse is there to address these issues?

    Jul 19, 2016

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Contributors

  • Penelope Taylor, Jake Thomases, and Renee Sheehy contributed to this report.

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