Summary: The Consumer Satisfaction Index is an independently run, statistically valid survey of residential customer satisfaction with the quality of service provided by the U.S. Postal Service (USPS). Extensive research and development went into designing the user-friendly questionnaire; the sampling methodology used is sound; and enough controls are in place to ensure the integrity of the results. The publicly released survey results, however, do not necessarily reflect how satisfied household customers are with specific services. GAO found that survey respondents generally rated USPS' overall performance higher than they rated specific performance dimensions, such as length of lines for window service or consistent delivery of local mail. USPS uses the survey to evaluate management performance and to identify areas needing improvement. USPS' practice of publicly reporting the national and local overall performance ratings, but not the ratings on specific service dimensions, conforms with laws allowing USPS to retain information that it considers to be of a commercial nature. USPS competitors, such as Federal Express and United Parcel Service, also do not disclose detailed information that they collect from their customers on their performance.
