U.S. Postal Service: New Focus on Improving Service Quality and Customer Satisfaction

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Report Type	Reports and Testimonies
Report Date	Dec. 20, 1995
Report No.	GGD-96-30
Subject	Customer service Communication Congressional oversight Mail delivery problems Mail transportation operations Performance measures Postal service Proprietary data Surveys Dept. of Commerce Malcolm Baldrige Quality Improvement Award USPS Box Call Project USPS Customer Satisfaction Index USPS CustomerPerfect Initiative USPS Easy Stamp Program USPS External First Class Measurement System USPS Innovations Network USPS Mystery Caller Program USPS Quality First Initiative

Summary:

Above all, Postal Service customers want and expect prompt, reliable mail delivery. When dissatisfied with traditional mail services, customers increasingly turn to alternatives, such as electronic communication or other suppliers. According to the Postal Service, on the basis of current customer satisfaction levels and if customers could use another service at the same price, more than 40 percent of the residential customer market could be vulnerable to competition. This report examines the Postal Service's efforts to measure, report, and improve customer satisfaction. GAO discusses (1) the extent to which the Service distributes customer satisfaction data for use internally and by Congress; (2) whether the Service can improve the distribution of that data; (3) what steps it is taking to use customer satisfaction and other performance data to improve customer satisfaction by improving customer service; and (4) any additional steps it could take to improve customer satisfaction.

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U.S. Postal Service: New Focus on Improving Service Quality and Customer Satisfaction