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 (776)

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  • anon

    So my mother is not receiving her mail. Called the customer service lines and waited over 50 min (even though it was suppose to be a 20-30 min estimated wait time). Placed a claim and was told that I would be contacted by an agent that was looking into the matter. Did not receive any contact. When I called again later, I was placed in the same 50 min wait to be told that I needed to call a different number and contact another agent. The person who answered said, "What city are you calling from? What does this have to do with my city? Why are you calling my city?" and just generally being confusing and not helpful at all. Transferred me to a different number that could've been the right destination? Only to be hung up on as soon as they asked, "How can I help you"?

    Dec 06, 2017
  • anon

    I use the Informed Delivery Daily Digest, I see multiple letters scanned for coming to your house soon, But they never arrive. We only get the junk mail, All bills and letters are not being delivered? Spoke with many supervisors and management. Supervisor says mail carrier delivers all mail and suggested a P.O.Box ? What can I do to get our mail delivered. I filed a complaint, just made things worst.

    Dec 05, 2017
  • anon

    I recently had to send a package from South Carolina to California and it was scheduled to be delivered on Monday but found out it was delivered on Saturday, that is fantastic. The staff at the Myrtle Beach location are very nice and helpful. Thank you

    Dec 05, 2017
  • anon

    I am curious what the official policy is regarding taking mail from customers at the counter. In Tully, NY most employees are polite and helpful, however one woman refuses to accept stamped mail at the counter. At every other PO I've been to they will ask if they can take your stamped mail after they deal with your other requests. Shannon refuses to take customer mail and suggests you take it to the mail drop slot or to an outside drop box. Is there really a policy in place to not accept mail that is presented?

    Dec 05, 2017
  • anon

    I have been on hold for over an hour just to speak to a customer representative about my missing package. The service is terrible.

    Dec 04, 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.

    Dec 06, 2017
  • anon

    I am very frustrated because I paid for a service for 2 day shipping.. Why even bother having a cost of 2 day shipping for priority if there is no guarantee that they will deliver it on time??? This is absurd. I had VERY important documents to send out and paid for a service that was not fulfilled. Instead of 2 days, it took 12 days! 12 days when I paid for 2 days. Then I called and complained. I said to the lady that we just needed to end the phone call so I could do a survey. Did she hang up? No! She kept the phone online so I could NOT do a survey. This is why I despise the United States Postal Service. They charge you for a service, have a sign that nothing is guaranteed and then you get screwed if you don't get the service you pay for. Stupid to even think that I should have paid extra money for faster delivery. I didn't pay for Priority Express thinking that I could count on United States Postal Service. Nope.. I learned my lesson. Never use them again! Unbelievable!!

    Dec 04, 2017
  • anon

    The customer service at the post office at Grant's lake in Sugar Land is TERRIBLE. The counter clerks are always helpful and friendly, but the people at package pickup and the passport office are NASTY and just don't care about customer satisfaction. I wish I didn't have to have any mail delivered to me by USPS.

    Dec 04, 2017
  • anon

    Current postal delivery personnel are careless, lazy and do not seem to use their brains. They constantly deliver my mail to my neighbor's mailbox (the delivery person needs to just LOOK at the address that is VERY obvious ON the house AND the mailbox). I also constantly get my neighbors' mail. I have had packages left out in the sun on my walkway when just a few feet away, I have a large covered porch that would keep any parcels completely out of the weather. I am sick of the lousy service and apathy these postal workers have. They should stop and think how they would want their own packages and mail to be handled. Would they want to be inconvenienced, have damaged, lost or misplaced mail and packages?

    Dec 03, 2017
  • anon

    I hope this comment (compliment) gets to the correct person, and person's boss. I filed an on line complaint today but followed up that with a personal call to the Maryville Gardens station where I spoke with Supervisor / Manager Jones about my complaint. Ms Jones was professional, courteous, and sympathetic to my complaint. I appreciate her feedback to me during the call. I assume the postal service gets many complaints and not enough compliments and I want to make sure this compliment is made.

    Dec 01, 2017
  • anon

    To whom and where do I send a letter of commendation re a postal worker who exceeded all expectations please? He is employed in the maintenance dept. at the Friendship P.O. in Washington, DC. Bette Land

    Nov 30, 2017
  • anon

    Hello Bette, Thank you for your message. The best thing to do would be to contact USPS directly via their website to submit your compliment about the postal worker.

    Nov 30, 2017
  • anon

    I would like to express the gratitude of what I see as something very special and different from one of the postal workers who works at the Rancho California Rd, Temecula location, 92589. I found out his name is David and what I've witnessed is a hard working employee who has many responsibilities. He is always busy helping others throughout the day, afternoon and evening. He is very friendly and acknowledges customers coming inside the post office and acknowledges them upon leaving. The other day I noticed a gentleman outside gardening and trimming the bushes. I thought he was a hired gardener but it was David who wears many hats at this location. I did share with him how I felt he needed a raise. Please acknowledge him in a way where he knows how much he is appreciated with all of the responsibilities he is given to make this a location a great place for customers to come visit.

    Nov 29, 2017
  • anon

    Today, I had the pleasure of meeting Bill Clerk # 13, Monica. I cannot say enough good and positive comments about her. She was extremely helpful from the beginning, as I did not have that much experience on shipping out items. She guided me step by step, and I learned. She also did not forget to ask me if I wanted and stamps, which I did, and I than her for reminding me.I sent off my package without a hitch. Monica loves her job, and it is reflected in her positive attitude, friendliness, and truly helping others. I look forward to seeing her again and receiving her help.

    Nov 29, 2017
  • anon

    I can not say enough nice things about my letter carrier and the wonderful people at the Marietta, Ga. Post office. Bill took great care of me. He is always professional and patience with me. I like to get the beautiful, colorful stamps . I want to thank the Post Office for the great professional job they all do.

    Nov 28, 2017
  • anon

    i have to say you have the worst delivery services , i will no longer use the postal service again for sending packages we send many packages out the last straw was suppose to have a package delivered to carmel in paid to have it sent overnight suppose to be delivered by 1200 pm come 3 i track package it not only was not delivered but left a different part of indiana it left that place at 907 am at 410 pm noone knows where this package is u cann the post office and get no info only that we dont understand why it went there , i will tell u why your service sucks i will boycott the post office as much as possible , terrible customer serice

    Nov 21, 2017
  • anon

    my experience at the willow place post office was really great the clerk # 18 (forgot her name) was very helpful and had a great smile to add

    Nov 20, 2017
  • anon

    It takes a lot to explain, but I was unhappy with the service received at Roselle, IL Postal Service. In short, I left in anger and returned. My initial thought was to go to another post office (Schaumburg), but after driving, I thought WHY? Michael took my name and number. Please tell your postal workers to be a lot more courteous.

    Nov 20, 2017
  • anon

    Stacy C (forgot last name) an African American clerk on Moreland in Little 5 Points helped me the last couple of times I’ve gone in. The services I needed were time consuming but he worked with me with great patience and professional courtesy. Although I was disappointed that USPS failed to deliver my overnight deliveries on time, I’m not ready to completely give up on USPS simply because of the excellent service Stacy provided.

    Nov 20, 2017
  • anon

    I took a box to be shipped at the USPS at the druid hills location in Atlanta (1799 BRIARCLIFF RD). I had a prepaid label (for a shoe return) and had not tapped the top of the box because I had a question regarding another label that had come with the shoes. I was told that I could not use the tape that was right at the counter because I was using a prepaid label. If I wanted to use the tape I would need to pay for shipping or purchase tape for $6! Prepaid is not the same as FREE. Someone else payed for it!!! I will complain with this major shoe company and suggest that they switch to UPS. This NEVER happened to me at UPS.

    Nov 17, 2017
  • anon

    HAD AN EXCELLENT SERVICE FROM SHELIA, CLERK 10 AT WILLOWBROOK LOCATION. SHELIA HAS WAITED ON ME IN THE PAST AND ALWAYS EXCELLENT SERVICE

    Nov 17, 2017
  • 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

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