We hear a lot about the U.S. Postal Service’s brand. And rightfully so. The brand is among its most precious assets.

The post office lobby is certainly a lens through which the customer views the brand. A post office lobby is the principal business office of the Postal Service and often the only close-up look at postal operations that many customers get. Its appearance directly affects the Postal Service’s public image.

On that front, we have determined the Postal Service has work to do. We are midway through a series of audit reports on conditions of retail facilities in all seven areas, and we’re finding appearance problems as well as potential safety and security issues in many retail facilities throughout the country.

To date, we have released reports on the conditions in facilities in the Capital Metro Area, Great Lakes Area, and Northeast Area. In all three areas we found appearance problems, roof and lighting issues, security concerns, and safety issues for employees and customers.

We found some deficient conditions in leased facilities were partly due to landlords failing to perform or adequately complete requested repairs. In other cases, management didn’t address deficiencies due to budget constraints. Also, local management didn’t always give high priority to cleaning, general maintenance, or repairs, nor to concerns for health, safety, and security. Local customer complaints were not logged, and posters about safety and security were not always displayed.

How did things get this way? In general, because of competing priorities and local management’s failure to focus on cleaning, general maintenance, and repairs. In addition, employees of one district office did not use a safety checklist as required and no district office conducted facility security checks. Management didn’t address other deficiencies due to budget constraints or the lessor’s refusal to perform requested repairs.

Our reports recommend actions to improve not only the appearance of retail facilities, but also their safety and security. We recommended better coordination among Facilities personnel, managers, and lessors to timely resolve repair issues. We noted that making these improvements would boost USPS’s image and customer satisfaction, and improve employee morale.

We’re almost finished with the retail condition assessments in all regions, and once we’re done, we will move on to plant assessments. We welcome your feedback. What have you seen at your local facility? 

Comments (9)

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  • anon

    not so good

    Apr 16, 2017
  • anon

    This seems so odd to me, every Sunday and every holiday a mail delivery truck goes by my home here in Seaford Delaware . I know that the mail isn't delivered on these days. The only thing I can think of is that there are special delivery s being made or someone is working the system to take advantage of the overtime and system.

    Apr 16, 2017
  • anon

    Want to protect your brand? Then adhere to your advertised delivery times. I meant for a small package to be delivered to a residential address before Easter. Therefore, five days before Easter I sent the package from a large post office in NYC for delivery in Miami, FL. Method of mailing: Priority 3-Day. As of April 15, four days later, the package is sitting in a USPS locker in Florida. There were no major storms or other unexpect problems during this time. But the earliest the package will be delivered is six days after sending, after Easter.

    Apr 15, 2017
  • anon

    I don't know if this is allowed by postal workers but it should not be, I was beside a postal truck this morning and the lady was talking on a cell phone, wasn't just a second either it was about 2 miles out Leicester Hwy and sitting through 2 red lights. , smoking , was not hands free either. I have had other issues with my postal carrier also. What happened to the ethics of working for the USPS?

    Apr 13, 2017
  • anon

    My neighbors and I received notification that the postal service will no longer deliver packages to our homes. We have been here in Stillwater NY for over 22 years and never had a problem. They claim they will leave them by the mail box since they are told they can't back up in the driveways or you can come in to pick them up. We have oil truck ups and FedEx that have had no problem.I think you need to stop promoting postal package deliveries if you can't provide the service not to mention the size of the storage faculty you will need come the holidays. I did inform them that I will contact Amazon to find and alternative shipper for our area. Poor business decisions made by the usps.

    Apr 11, 2017
  • anon

    Come to both the Mount Clemens Michigan and mount Clemens annex in macomb township mi and you will see everything from safety/security concerns, lack of management urgency on everything, overtime violations to grievances to employees having been caught stealing and delaying mail on a frequent basis. I work for the postal service as a city letter carrier and have done managment details but never seen an office ran so poorly. Please take a look at our office so we can be successful because the 5 postmasters we've had over the last 4 years and multiple teams from district and area seem to have done nothing productive. We currently have an OIC from Wisconsin because our official postmaster is out on extended leave.

    Apr 10, 2017
  • anon

    I have shipped a package with tracking number23151470000036487061 on March 27, 2017. Since the 29th, of March, it's been showing "In transit to destination". The package was shipped from Cresskill, NJ to Marietta, GA. Today is April 10th already. It should not take this long to ship a package from NJ to GA. I have visited the post office in Cresskill and the clerk couldn't not assist me in providing any more detail information than what's available on USPS.com. It is not right, period! Out of the 3 packages, 2 of the shipments has and is having the same issue. Could some one please look into this, as it is important for me as a sender and the purchaser to have receive the camera already! Thank you.

    Apr 10, 2017
  • anon

    I want to share a business suggestion that I think will increase revenue and please customers. Since there are post offices in each neighborhood how about setting up inside each post office a self serve copied service (can take credit cards) as well as printing and internet access. This will allow you to better compete with the likes of Fedex, Stapjes and Office Depot.

    Apr 10, 2017
  • anon

    There seems to be some insider theft of merchandise going on in the Tampa FL sorting facility. My package was there for over 2 weeks and when I did finally get it, some of the items were missing. The original box had been sliced open and they eventually repackaged it and sent me what was left of my order. I want the rest of my order found and sent to me. The employee who did this needs to be charges with internal mail theft.

    Apr 10, 2017

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