USPS: These results reflect the tenacity of our workforce
Through large investments in new technology and new logistics planning and execution, the U.S. Postal Service (USPS) significantly improved its delivery performance during this past holiday season.
Mail items and packages were delivered within 2.5 days on average (16 billion in volume), compared to 2.8 days during the same period last year (Nov. 15 – Jan. 9). On-time delivery scores were higher virtually across the board, with the best scores being in its last mile Destination Delivery Units (DDU). The DDU space is the subject of the USPS bid solicitation process beginning later this month.
“These results reflect the tenacity of our workforce as well as the network improvements we continue to implement,” said Postmaster General and Chief Executive Officer David Steiner. “We will keep improving service throughout the coming year — optimizing our network, strengthening reliability, improving delivery times, and ensuring high value products and services for residential and business customers in every community we serve.”
Compared to last year’s holiday season, the Postal Service also recorded a 23-percent reduction in calls to its Customer Care Center (1-800-ASK-USPS) and a 44-percent decline in package-related customer service inquiries. Overall customer experience scores related to customer inquiries, which are obtained using customer satisfaction surveys, showed increased satisfaction of 6.4-percentage points compared to the same period last year.
“Customers entrusted us with billions of letters, cards, and packages, and we delivered—faster than last year and with strong consistency across the network,” said Deputy Postmaster General, Chief Operating Officer, and Chief Human Resources Officer Doug Tulino.
