The U.S. Postal Service has a wide spectrum of customers, from businesses and organizations to every household in the United States. Balancing the needs of these customers is no small task, yet satisfying them is essential to the Postal Service’s success. With that in mind, the Postal Service has made improving the customer experience one of the key elements of its strategic goals.

For consumers, customer service ranges from wait time in lobbies to letter carrier service to interaction with postal staff at a Post Office. Business mailers might focus on different aspects of customer service, such as delivery performance, interaction with acceptance personnel, or how quickly a service problem is resolved. What customers might not realize is that the Postal Service relies on a number of systems to support customer services and to improve a user’s overall experience. These systems can also reduce manual inputs, increase efficiency, and streamline operations. Often seamless to customers, these sophisticated systems have helped to make mail a reliable method of communications. However, when they go down or work inefficiently, it can lead to negative customer experiences, which might impact future business opportunities.

For example, business mailers use the Facility Access and Shipment Tracking (FAST) system to set up appointments to enter mail at postal facilities. FAST collects and monitors appointment data for the facilities, which improves the efficiency and effectiveness of appointment creation for both customers and Postal Service management. Business mailers also rely on PostalOne!, a suite of web-based business capabilities that allows mailers to integrate their mail planning and production processes with those of the Postal Service for “seamless” and efficient mail induction.

Consumers are more likely to use the Postal Service’s website usps.com to research or access services, such as purchasing postage, looking up ZIP Codes, printing shipping labels, or submitting a change of address form. And although retail customers might not realize it, their customer experience hinges on the Point of Service (POS) Retail system, which automates retail transactions at post offices and other retail counters.

When these systems are working properly, customers may not think about them at all. But if these systems experience an outage, the customer experience could be entirely different. Our office is reviewing these systems as part of an audit and would like to hear from customers. What have your experiences been when using FAST, PostalOne!, usps.com and other types of services? Are they consistently available? Or have you experienced system availability problems?

For business customers, has system availability or slow response times affected your own internal processes, such as transportation schedules or other mail entry issues? For retail customers, have you had problems accessing information or services on usps.com? We also welcome comments of Postal Service employees on their experiences with these applications and the services they support.

While the scope of our audit is limited to systems review, we welcome input on the entire customer experience.

Comments (755)

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  • anon

    I received a "change of address confirmation letter" and noticed one number was transposed, instead of 104 it said 140. I waited on hold for customer service for 59 min, only to have a lady answer my call. She was brash and uncaring, I apparently bothered her by calling. I explained the error on the paper and she begrudgingly informed me that she would try to fix it. She went on to say, "it took it". I said does that mean the mail will be transfered to the correct address soon...."I don't know, all I know is that it said it took it!" I said, that I just want to confirm that it is changed after I waited on hold for almost an hour. Her response was....."I already told you I did it, if I didn't do it, I would have told you that!!!!. I said I appreciate it, but I didn't think she needed to respond rudely, only to have her snap back ...I am not rude, I'm doing my job! I was kind and appreciative during the call, but she had a very poor attitude. I would expect government employees that we as taxpayers pay for to be trained and held with the same standard as a non government employee. Had this happen in the public sector I would have canceled my business with the company, but because we are stuck using USPS I have no recourse. Please train your employees and make sure they treat customers with professionalism and kindness.

    Nov 16, 2017
  • anon

    Not sure if this is the correct location to give a very positive experience with the US Postal System or not. I actually I could not locate the survey site...I got many look alike surveys but not the actual US Postal one. So I will send this to you directly...I live in Pennsylvania near a local post office at Cornwall PA and I need to give that office a great review...every time I go there to use their service I have a great experience...the workers there just go beyond the call of their duty to help everyone who visits...Not sure if you do this type of thing but please let that office know their work is appreciated by its customers THANKS Russ Miller

    Nov 14, 2017
  • anon

    We came to the post office at 1:30pm to submit the passport renewal for our 5 year old son. First of all, passport service hours are extremely limited from 10am to 2:45pm. Both my husband and I had to request time off from work to get in there. We stand in line for 15 minutes, only to find out that only one person can accept passport applications, and that person is out on lunch. There is nothing on the website or any posts in the office that say anything about LUNCH hours! We waited for another half an hour until 2pm to wait for that person to come back from lunch. She comes back, we get to the window, and post office manager tells us we have to wait for the general line to clear up! We told her we already waited for almost 45 minutes. She told us in a very rude manner that it doesn't matter, the passport business is a secondary business, and other post office inquiries are priority. We waited for another hour for the passport person to finally call us, after several attempts that we got to the window only to be asked to step away so she could see other customers. It took us 1.5 hours , and there was noone else besides us who was there for passport business. There was no seating, so us and our 5 year old son had to stand all that time. It was terrible experience, it felt like third world country. And what;s the point of having passport hours? If passport is indeed treated as secondary business, and passport clercks have 1 hour lunch hours - USPS website needs to officially state so, as well as post offcie needs to clearly post it at their location, so that customers have expectations and plan for their visits. If it is not the case, then that rude manager clearly made up this rule and went against USPS policy.

    Nov 14, 2017
  • anon

    Your service is Lafayette, LA is terrible. Late/missing/damaged packages are an everyday occurrence. Employees are often incompetent and rude, and we have even caught them lying about what happened to and where our mail was. And yet, no one there can ever be held accountable for their bad service. I understand that private postal companies may not be able to completely fulfill the bulk that the government attempts to handle, but If we could shut down the USPS completely and make the day it happens a national holiday, that would be great.

    Nov 13, 2017
  • anon

    Ugh AGREED! We are in Ohio and experienced the most AWFUL and rude service I have anywhere in my life, not once, not twice, but three times by three different people. I'm still blown away by it that postal workers would talk to me the way they did. So disappointing and disgusting like, really.

    Nov 14, 2017
  • anon

    Your service is Lafayette, LA is terrible. Late/missing/damaged packages are an everyday occurrence. Employees are often incompetent and rude, and we have even caught them lying about what happened to and where our mail was. And yet, no one there can ever be held accountable for their bad service. I understand that private postal companies may not be able to completely fulfill the bulk that the government attempts to handle, but If we could shut down the USPS completely and make the day it happens a national holiday, that would be great.

    Nov 13, 2017
  • anon

    My mail carrier Connie went above and beyond to give me my package. She is also very nice. I would like her to get recognition for all she does.

    Nov 10, 2017
  • anon

    my son is in the Marines Boot Camp. and on Saturday 11/4/17 i received his mailed. the envelope was open and the items that he sent were missing. what really bothers me is that the mail person didn't make a not of it. broke my heart to see that my mail was open. especially Military mail.

    Nov 10, 2017
  • anon

    I would like to compliment the Letter Carrier that delivers the Mail To 18509 School Street.. in Lansing, Illinois he is a very generous and friendly Mail Man.. whenever the people in the building we live in have any questions about our Mail he always answer them, please don't give us another Carrier we want to keep him....

    Nov 09, 2017
  • anon

    Second time USPS lost my packages. I am so tired of USPS. I don't understand how could it still survive and not shut down? And I have nothing to do with it because it has not insurance. How could that be? I cannot control the shipper insured the package or not. And It's the carrier's responsible to make sure the package is safely deliver. I am so enough with USPS.

    Nov 06, 2017
  • anon

    I sent a package to my Marine Corps son on the 16th of October. It is now the 6th of November. I opened a case via the USPS website. I was never called or emailed, I just got a satisfaction survey in my inbox. That was filled out for sure... Not that anyone will read it or care apparently. I was never called nor do I have any idea where the package went as the tracking system indicates the package was re-routed to another address at my request. I never asked for it to be re-routed. As of now, I have no idea where my package is and there is no way to track it. Now I am on the phone and have been on hold for almost an hour just to get someone on the phone. Because, of course, everyone has hours to just sit and wait for the Post office. Where is my package? Where is my package, where oh where is my package??? 22 days and counting!!!

    Nov 06, 2017
  • anon

    To whom it may concern, Mary at the Alma, Colorado 80420 Post Office is very kind. She goes above the call of duty to service all of us in Alma, CO. Thank you Mary... Keep up the GREAT work. Thank you, Carl Bauer

    Nov 06, 2017
  • anon

    Hello Carl, Thank you for your comment. The OIG is an independent agency and day to day postal worker operations are outside of our jurisdiction. Please consider submitting a formal compliment via the USPS website.

    Nov 06, 2017
  • anon

    Recently, I have sent 2 Birthday Cards with checks from Honolulu to San Diego and both have been lost. I no longer trust the United States Postal Service. The USPS Website and Phone help were nothing more than a waste of my time. Any suggestions?

    Nov 01, 2017
  • anon

    I need something to change at my post office please! I am begging now for something to change. This place is horrible. I have never experienced or even heard of such a worthless, unreliable, rude post office in all my life. The FedEx and UPS near me somehow are consistently reliable, yet USPS can't seem to figure it out. I have issues with this place all the time. Whenever I have an option to choose my delivery method I have to choose FedEx or UPS if I want reliable delivery. I have had packages go missing, instructions not followed, poor customer service, priority packages left by garage to be stolen or run over. It's a nightmare and I need something to change.

    Nov 01, 2017
  • anon

    I called customer service for my package on 10/28/2017 and during our conversation I requested to be redirected to his supervisor and he hang up the line they are very rude and irresponsible they hold my 2500$ package and not provide appropriate support. This will go on the local media news also I will record next conversation to represent to media to see other people how they treat other customers.

    Oct 28, 2017
  • anon

    Thanks for your message. The best thing to do would be to file an online complaint with our Hotline . This will allow us to look into the matter for you.

    Oct 30, 2017
  • anon

    My experience was a little different where, I have been waiting for a package since Sept 30th in Miami, that stated it was undeliverable (no problem there as it was insufficient address). It was returned to sender in Antioch, TN a few days ago, Oct. 25th. However, the clerks at the Antioch post office were very helpful, more than what I expected. They promised to call me back with any progress and they did. I have called the Father Felix Post office in Miami for 4 business days straight (a few days ago) no one picked up the phone, unacceptable. Kudos to Lisa and Glenda in Antioch, TN they are the best in customer service. Oh, and by the way, they did call back with good news and they were very excited that I finally knew where the package was.

    Oct 28, 2017
  • anon

    This is the worst experience ever. Received a package that was damaged. The sender filed a claim. The Postal Service sent me a letter saying take package to be inspected. Conley Ga Post office said no one was here that can do it and to go to Forest Park Georgia PO. Forest Park O.I.C said she can’t do it and to go back to Conley PO. Back at Conley PO and gate is down at 1:30pm no one to be found. Horrible Horrible time waiting experience. I can hear people in the back laughing and joking.

    Oct 27, 2017
  • anon

    I had to wait 1 hour 34 mins for a freaking person! I need help knowing where my package is because tracking says it is in possession at the post office like up the hill from me and had to wait almost 2 hours for that. That is ridiculous. They also WERE NOT ABLE TO HELP ME!!! You guys need better customer service, more employees, and better faster shipping. I get my packages lost quite often.

    Oct 26, 2017
  • anon

    USPS delivered my $200 package to the wrong address & refused to retrieve it. They won't even take any level of responsibility for it. The address was correct, the seller did absolutely nothing wrong. I literally watched it all unfold while tracking. My carrier showed up empty handed, my package went to some random business address & the woman working the post office couldn't have possibly been more rude & unprofessional. She was aggressive, she yelled & then hung up on me. All I wanted to know is if there had been any progress retrieving my package. I've never encountered such a horrific experience with customer service in my entire life. I'm out $200 & even I displayed more composure & stability than this woman did. I won't be doing business with USPS anymore.

    Oct 26, 2017
  • anon

    Thanks for your message. The best thing to do would be to file an online complaint with our Hotline. This will allow us to look into the matter for you.

    Oct 30, 2017
  • anon

    Our mail service delivery is between 1:00 and 6:00 PM. It makes it hard to mail something or keep our mail safe. Also I have had a contract mailed to me that never arrived. And a pass code for my medical file never arrive. You cannot call the Tumwater post office. The line stays busy.

    Oct 24, 2017
  • anon

    I had the opportunity to work with Jasmine Jackson at the Damascus Post Office in MD. She showed exceptional customer service skills and was professional and pleasant. She answered all of my questions and called me with additional information as requested. Thank you for employing her.

    Oct 24, 2017
  • anon

    Calls to 800-ASK-USPS are put on hold for not less than 30 minutes, and often longer than an hour before someone answers.

    Oct 23, 2017
  • anon

    Slowest customer service. Slower than AT&T or Verizon or Comcast. Most unreliable when something goes wrong. Tried intercepting a package...Package was intercepted a month ago and still has not been sent back to me, even after charging me 25$. Useless customer service, no wonder its so cheap.

    Oct 23, 2017
  • anon

    It's about time to shut down the USPS as we NOW know it. It's time to put it out to contract. It's out of control and getting worse by each and every day. Appears that working for the USPS is nothing more than an easy meal ticket where employees do whatever they please without any supervision. Shut it down and turn it over to a contractor.

    Oct 23, 2017
  • anon

    My recent experience with post office has made me consider taking legal action against. this organization. That word is a joke this "unorganized ,business should have better regulations in place when your paying for a service a deliver of Your package to be delivered and they loss,misplace,your package and they have an attitude when you try to find out its status .they lie.,misrepresent themselves when they call back . and when you return there calls no one has any idea what your talking about. I have called the postmaster no return calls.the Rosedale Ny Post office should be ashamed of themselves.that post office should have better standards for their employees and there so called sanctity of the mail . I will be fedx person for now on.

    Oct 19, 2017
  • anon

    Express mail is a joke when going through Kearny, NJ sort facility. I've had 8 packages delivered at least a day later than they guaranteed so I decided to have it sent to my parents house in MD and the package shows up the very next day by noon as it should when paying for overnight express. Kearny sort facility should close down and let UPS or FedEx finish the deliveries once they come into NJ. My local PO is very helpful though. I have the managers direct number to call when I have late express packs which is every few days and he knows me by my voice and knows why I'm calling. Wish he could do something about Kearny.

    Oct 18, 2017
  • anon

    Why is the USPS still in business? And Im starting to hate that other carriers are using USPS to deliver their packages. Dont they know that affiliation with USPS in any way is bad for business?

    Oct 18, 2017
  • anon

    The mail service in our area is awful. I don't know if it is because of our local post office or the Memphis hub but I hate depending on it for any kind of mail. I've had Letters/Mail/checks not received on either end. I try to do as much as possible online but that is not always an option. There was a time you could depend on the usps....but not anymore!

    Oct 18, 2017
  • anon

    You have an extraordinary employee at the Greenwood, Seattle, Post Office. In fact, I think you should contact the Vatican and recommend her as a saint to be considered for confirmation. You should know I don't believe in this practice except for this one apparition with the name of Sonja. According to her nametag, she is on the front counter of the Greenwood Post Office and a game changer for the good people that need to wait in line. On a daily basis, she improves the mood of every customer she encounters. She is all at once a comedian, as a counselor, a customer service representative, a troubleshooter, a mind reader, a soft shoulder and someone who actually "sees" her customers. My mood is lifted every time I have the good luck to encounter her. I have seen her go out of her way numerous times to make life easier for someone else. Try as you might you will never be able to duplicate Sonja, she is a force of nature. What you can do is make it possible for her to influence her coworkers in the institution. She is a mostly unattainable goal for others. If they just try, they will be better employees of the USPS. Please hire more people like Sonja, she has the secret sauce!

    Oct 17, 2017
  • anon

    I have never in my life been to a post office that the only clerk in there was so rude and obnoxious. I told him we just moved to quinlan and a company that sent me a package said they got a reply back undeliverable(which I find hard to believe cause my brother in law has lived there 20+ years. Anyway, I told him I had a tracking number and he asked for my Id. He obnoxiously said he couldnt do anything cause my Id had Irving on it. I told him we just moved to quinlan and the package was being sent to quinlan not irving. He rudely said it don't matter he has to have the pink slip. He basically refused to help me with the tracking number. I have never been treated that way any where I go and he sure doesn't deserve to have that job with that attitude.

    Oct 17, 2017
  • anon

    Thanks for your message. The best thing to do would be to file an online complaint with our Hotline . This will allow us to look into the matter for you.

    Oct 17, 2017
  • anon

    I have NEVER had an experience this bad trying to get through to a Customer Service Rep....honestly, I feel like crying. I have spent HOURS on hold...everytime I call the message is "estimated hold time is 40 minutes." I have tried holding, I have tried leaving a call back number, nothing works. I finally got through today after a 25 minute wait and the CSR could only give information on a tracking number, which I could have done myself. If they transfer you to another department, another 40 minute hold. I am just flabbergasted! I am going to give up on a claim I filed...just can't do it!

    Oct 14, 2017
  • anon

    USPS is terrible. My most recent problem with them is their failure to redeliver a package THREE times. The first time, they delivered on a date that was different from the date I requested - hence I was not home. They then completely did not redeliver the subsequent twice more times that I requested. They even sent me email reminders about the redeliveries, then completely did not deliver. What is the point of having that service only to not fulfill it? Moreover, the package did not go to the post office closest to me but to another which is difficult for me to get to. Meanwhile, 2 months after moving in, I am still regularly receiving mail for the previous tenant of this apartment even though he had specifically redirected his mail with USPS. I suggest considering customers' most common complaints, and overhauling the exasperating postal system.

    Oct 14, 2017
  • anon

    The service is terrible. Trump needs to close it down

    Oct 13, 2017
  • anon

    Had a delivery come few days late, out of curieosity tried to track delivery and could not, such advertisment easy did not seem so, just another disapponitment.

    Oct 12, 2017
  • anon

    We are tired of chasing down our mail! Our mail carrier places over-sized packages in a tiny box, instead of leaving it on our doorstep (I have pictures). Our mail carrier attempted to bring a signature request to our doorstep (never got out of the car), as my family chased her down the street, she stopped and then took off again!!! We have video of this as well! What is going on with our mail service? It is not a sense of entitlement, when you pay for a service that you should receive!!!!

    Oct 11, 2017
  • anon

    I've been waiting for 3 weeks now on 1 envelope sent from 13612 to 95054, why oh why does 5 to 7 day actually seem to mean 2 months?

    Oct 11, 2017
  • anon

    I mailed a certified return receipt letter at my local post office on 9/29/17. It's destination is 30 miles away from the post office mailed. When I track the package the website says,"In transit delayed". It is now 10/11/17 and the letter has not arrived and I do not know when it will arrive. I tried to submit an inquiry online and only after I completed every box did I learn that the electronic submissions are not functioning. I called the Customer Service number four times to try to resolve this issue. None of the prompts apply to me and the wait time to speak with an operator is 50 minutes. This is maddening. How do I get assistance? Why do I have to work so hard to get a letter delivered 30 miles away?

    Oct 11, 2017
  • anon

    why does my package that says has been sorted and is out for delivery at the same time as the other packages not get delivered when they are sitting in front of the mailbox? why don't they deliver a package that doesn't fit in the mailbox to the house instead of leaving it in the rain? why since i moved to this rural area do i have more problems in a month with your postal service than I have for the 53 years of my life? Because you hold nobody accountable for the job that they are doing and any excuse you can think of is accepted by your boss and no one is held accountable at the arcadia branch in florida.

    Oct 10, 2017
  • anon

    The past 2 times within 2 weeks, I've had to wait in line for 20min. There is only one clerk working. I felt bad for the clerk who was trying to do the best she could, What has happened to all the familiar clerks that used to work here. This station always ran so swiftly and efficiently.It is agonizing for me to be on my feet this long. Station "C" Hamilton, NJ

    Oct 10, 2017
  • anon

    The past 2 times within 2 weeks, I've had to wait in line for 20min. There is only one clerk working. I felt bad for the clerk who was trying to do the best she could, What has happened to all the familiar clerks that used to work here. This station always ran so swiftly and efficiently.It is agonizing for me to be on my feet this long. Station "C" Hamilton, NJ

    Oct 10, 2017
  • anon

    Your "customer service" is a joke. 3 hour wait times to speak to an actual human being?? Seriously?? No one has time to wait for anyone for three hours. I've had shorter wait times at the Emergency Room!!! And forget complaining to someone about anything! We've had a completely incompetent mail carrier for YEARS and no one cares. She delivers packages to the wrong addresses so often we cringe when someone tells us they're sending us something via the USPS. We then wait with baited breath to see if she'll deliver it to us, to an honest neighbor who'll get us our package or to a dishonest one who'll keep it. We've delivered packages to other people are far as a block away because they were delivered to us by mistake. Last Christmas, we felt like Santa, we delivered so many packages!! Right now, I'm trying to locate a package that was "attempted to be delivered and is now waiting at the post office for pick up." Except is was a SurePost package that didn't require a signature!! Oh...and then I was LIED to by the local post office and told the sender requested it be delivered "general delivery" in the first place. I contacted the send and they NEVER deliver "general delivery." EVER. And UPS (the original carrier ) confirmed it was to be delivered to my address!!! And it doesn't matter because the local post office doesn't know where the package is anyway!! And the thing that sucks is it will never change. Ever. There's no one to complain to. No one who cares. No one doing any oversight at all. And a 3 hour wait to talk to someone on your 1-800 number. And they won't care either. The USPS is a joke.

    Oct 10, 2017
  • anon

    I wanted to let you know about a wonderful experience I had with one of your employees. I recently had my mail on hold for a month to be delivered upon my return. I happened to come back home for a day in between and wanted to pick up what mail I had. I was advised my mail was being held a the Gore Street location here in Orlando, FL which is a non-public access office. I went over anyway with the hopes of maybe finding someone who would help me out and I certainly did. Your employee Judy Crawford was outside sweeping leaves (or something like that), and I stopped her to ask if she could retrieve my mail. She went and found my mail and checked my ID of course. Since it is a non-public access office, she could have easily blown me off and not stopped what she was doing to help me out. Instead, she was very pleasant and helpful, and I feel she deserves to be recognized for her exemplary service I haven't always had the best experience with the US postal service, but it's employees like her that make up for all other incidents. Please send her my thank you for helping me out.

    Oct 07, 2017
  • anon

    Your service just flat out sucks and has for years. Delayed and lost packages, service reps that do not have a clue and can not give any beneficial answers. I personally quit using the PO a few years ago but unfortunately people send me items by the USPS and more so than not it gets screwed up along the way. Why sell a service that is not guaranteed to perform the function it is sold for. Interestingly you have two other shipping services that you could study and benefit from. What a terrible business model that never improves....

    Oct 07, 2017
  • anon

    How does someone report carrier issues? Since our carrier retired, the new person is extremely inefficient. She consistently skips our street and no mail is delivered until the following day. When a signature is required, she refuses to get out of her vehicle to attempt delivery. She just leaves a notice for us to pick it up. I actually watched her do this the other day.

    Oct 06, 2017
  • anon

    Hello, Thanks for your message. If you believe misconduct is being committed by a postal employee, please file an online complaint with our office using the red button at the top of this page. This will allow us to look into the matter for you.

    Oct 10, 2017
  • anon

    I am ashamed and disappointed in the USPS. I purchased insurance to cover and item that I shipped. The package was delivered and severly damaged. It was a very expensive instrument that I purchased for my daughter. Which is why I bought the insurance. I filed the claim and submitted all the necessary paperwork that was required by the USPS. My claim was denied. USPS sent me a letter stating i needed to provide more documentations, which were the exact same items that I had already submitted. Denied. In my opinion the USPS uses the option to purchase the insurance to scam consumers out of money when they have no intention what-so-ever of refunding the cost of damages. I have had to pay for the repairs, for extra shipping costs and will never be reimbursed what I am rightfully owed. What should have been a total transaction cost of $1050.00, has cost me an additional $700.00. NOT TO MENTION COUNTLESS HOURS OF DEALING WITH PHONE CALLS, LETTERS, EMAILS AND FAXES!!!! I paid $26.65 to USPS to protect this item that my daughter need to perform in band. They damaged the goods, and now are refusing to refund me after I have followed their requests exactly. USPS exhausts you to the point that you give up any efforts of trying and they pocket that money. I know $26.65 is not a lot of money. Its the principle of USPS offering a service and then not standing behind it. BEWARE of paying for this service!!!!!! IT IS A RIP OFF!!!!!!!

    Oct 06, 2017

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