Customers rate US Postal Service on satisfaction

National on-time performance scores for the delivery of First-Class Mail reached 96% and 93% of customers gave the US Postal Service highest satisfaction marks.

New Service Standards Raise the Bar, Add Classes of Mail to be Measured.

National on-time performance scores for the delivery of First-Class Mail reached 96% and 93% of customers gave the US Postal Service highest satisfaction marks as the Postal Service debuted a new, national standards rating process.

For almost 20 years, the Postal Service has contracted with an outside entity to measure First-Class Mail service performance independently and objectively. USPS is the only shipping or mailing company that measures and reports its service and delivery standards.

The fiscal year first quarter, ending Dec. 31, marks the first time the Postal Service is piloting a new ratings system, a system that is tougher on the Postal Service, includes more than 850, three-digit ZIP Codes and, for the first time, includes delivery tests and standards for International mail and the classification of mail that large, commercial mailers routinely use.

The service standards were set in consultation with business and residential customers and the Postal Regulatory Commission, as required by the Postal Act of 2006. The results announced acknowledge a more competitive business environment and increased customer demands. The results also reflect pressures from costs and the time needed to deliver to 1.2 million new addresses each year.

The first set of service standard scores measured during the pilot test period are:
• Customer Satisfaction is 93%
• Overnight delivery is 96%
• Two-day delivery service is 92%
• Three-day delivery service is 86%
• International (single piece) First Class Mail is 86%.