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 (888)

  • anon

    In the past two weeks I've had 3 packages they say could not be delivered,box full. No notice left for further instructions. With out this I can't even send someone to get my packages. Even with this my agent had a hard time with post offic at 37211-1411. 1st time he took a signed card with him they said some thing about ids needed. Ok that one can be on me. Next time he had state and federal ids with him mine and his. Then they told him not at this post office. So waited a couple days agent went back this time the clerk went to the rear got a package then someone told the clerk that he must have a power of attorney. I'm so glad he went for me several times because I have his word not just mine and a few more.

    Jul 11, 2017
  • anon

    Received a notice that package could not be delivered without signature. Notice said I could request redelivery without signature by filling out the requested information on the notice, signing the notice, and leaving the notice for mailperson - which I did. Next day, notice had been taken (presumably by mailperson because there's no other foot traffic where I live), so I expected the package to be delivered the following day. No dice. No package, no new notice, nothing. So I logged onto the site using the tracking number and found the last update was the initial delivery attempt which notes my package will be sent back to China in 4 days if undelivered. I tried scheduling a redelivery through the site... nothing. I tried calling the Hayward post office and found no answer for over 5 hours. I am now on hold with the 1-800 USPS number. The wait time is "GREATER THAN 1 HOUR." This is crazy. I will no longer order anything that sends via USPS. Hope this government system is fixed or eliminated asap. At least you hired someone who could pick decent on-hold music.

    Jul 10, 2017
  • anon

    Your website was unable to process the $1.00 payment for my mail forwarding request due to an "Incorrect address". The address I provided is 100% correct and I tried it multiple times and got rejected every time. I called customer service for help was spent over 20 minutes trying to get through the menu options to actually reach someone, an then was told it would be over 1 hour before an agent could take my call. It is never a positive or efficient experience dealing with USPS. I don't understand why USPS can't get it's act together one of these days. Nobody wants to spend over an hour on hold just to complete a mail forwarding, because your website has a glitch!

    Jul 10, 2017
  • anon

    Madison Square, 149 E. 23RD ST, New York, NY 10010 thank you for your very excellent customer service clerk #19 and your entire staff.

    Jul 10, 2017
  • anon

    Customer service so far for me has been a bad experience. They are rude and nasty and have an attitude. One customer service rep refused to do anything to help me with a package. I called back and got someone willing to help me. They talk to you with complete disrespect.

    Jul 08, 2017
  • anon

    I went into the post office to pick up a package that was never dropped off. I waited and the postman never rung or knocked on my door. I check my mail box and he took the time instead to write on a card for me (my husband) to come and pick up the package. I get there and it's closed I didn't realize it at first but as soon as I do a young lady opens the door for me. I think all is well until I'm hit with a torrent of "Uh'hun, get outs, we're closed, we're closed" as if I let myself in the locked door. It was rude and embarrassing, but to make matters worse; as I was leaving this guy comes from the inside saying we're closed repeatedly as if I'm simple and he doesn't see me leaving the inside of the front area. It may seem small, but the guy was big and threatening, and there was no need for their treatment of me. I didn't ask to be let in; and was about to check the time when I saw that both doors were locked. I am a customer, a paying customer and I deserve better treatment. I know it's Friday and people want to go home, but that doesn't mean drop professionalism and common courtesy at 5pm. Plus, none of this would have happened had the postman actually came to the door.

    Jul 07, 2017
  • anon

    Ordered an item from rockauto on July 3rd, was shipped from Swanee Ga which is 2hrs north from my house... my packed was to be delivered today July 6 and after checking the tracking number I find out that item was last scanned in PUERTO RICO!!! How is that even possible???

    Jul 06, 2017
  • anon

    Great service today when purchasing stamps at our local post office in Cabool, MO 65689 THANK YOU!

    Jul 06, 2017
  • anon

    Repeat issues with USPS saying packages are delivered only to receive them several days later. Poor excuse for a shipping business. Mail carriers used to look like government employees in uniforms, now they drive random unmarked vehicles and dress like the people of Wal Mart!

    Jul 05, 2017
  • anon

    I was waiting on a package today July 3rd only to have the carrier not deliver it and say there was no safe place to put the package. I cant pickup the package tomorrow, and i really needed it. This would be fine if i could plan for it, IE if they never delivered things. but it is so inconsistent!!! sometimes it is left sometimes it is not! additionally, i have a fenced in yard with tall fences that is secure. Make a standard delivery guideline that is consistent, so i can plan ahead.

    Jul 03, 2017
  • anon

    The post office in the Bronx on 167st and Park Ave had more than a 1 hour wait time for picking up packages. This is really becoming the norm and there is no one to address these issues to.

    Jul 03, 2017
  • anon

    The sign in the post office requested feed back, so here it is. Post Office servicing zip code 20906, which services mostly a senior population. Went to post a package and was 5th in line was there for over an hour. There was one agent working the desk with limited English articulation. The line expanded to over 16 at one time, not counting the number of patrons that gave up and left. The person in front of me needed services related to s PO box, which were too complicated for the agent working the desk, so she consulted her supervisor, who was of little help and instead of stepping in to assist other customers, she (name of Kim) left in the middle of the transaction of the person needing assistance with the PO box, leaving the desk agent unable to complete the services to that customer and the customer up in arms, since this was her second time trying to get her issues resolved. That supervisor should be fired for her handling, or should I say not handling the problem.

    Jul 03, 2017
  • anon

    The web site to get a US PO Box is just one Bad Joke. You could learn a lot on how it should be done from The IRS

    Jul 03, 2017
  • anon

    My packages are being put in a "locker" because I live in a condo in Groton, CT . This is usually not a problem unless the package is about the same size as the locker it's put into! The locker is too small for many of my packages. When there's about 1/2" and 1/4" clearance on each side it makes it almost impossible for me to get the package out. ( if you can't get your fingers into the locker, you can't get the package out without jamming your fingers) The has happened to me too many times. This is how the post office loses customers. There will be no next time, I'll use a commercial mail carrier in the future.

    Jul 02, 2017
  • anon

    Sucks they do not ever deliver pkgs have to go down to pick them up what to hay! Are we paying for delivering? Really!!! Hello!!!! How about doing your jobs The money you all make you should be ashamed Roy wa po sucks but nobcares

    Jul 01, 2017
  • anon

    Today I was reminded again why I avoid using the postal services. The line is always long in the Oakland California post offices. Everyone in lines is complaining and saying how bad it is and uses other options when possible.

    Jun 30, 2017
  • anon

    I've had a problem with the mail forwarding to my new address. Every time I've called the post office zip code 11204 to find out the status after one month of living in the new place I've received no answers. I have a confirmation number of 1713 7900 0 0 0 4 4680. when I called the post office I was placed on hold many times for long periods of time and never given information. I've been hung up on and the customer service was extremely rude and unprofessional and I'm considering taking all my business elsewhere if this is not rectified. In particular, I spoke with a woman who said she was a manager named mrs. Burley. She was not only unhealthful, but did not want to address the customer service questions at all. She only kept saying she cannot speak for the other employees and I asked her as a manager why she cannot address this with the staff she became very combative and rude.

    Jun 30, 2017
  • anon

    GOLD STAR for, Carole, at the Port Townsend WA Post Office. Once again, she saved me a ton of money by helping me with cost savings packaging options. She took the time to repackage, wrap and relabel with bolder ink, a gift I was sending. Working with the public, on the front line is a challenging job. Management is often out of touch with the daunting complexities of the job that their employees face daily. (I'm a bus driver, I know...) For 23 years Carole has represented our Post Office with pleasant professionalism.

    Jun 28, 2017
  • anon

    45 minute hold times. I had to say "customer service" over fifty times to actually get transferred to a "customer service" option. I just don't have an hour to waste on waiting for the post office to answer a question. I have a simple question about where a package is coming from. I have a tracking number but I need to know where the sender is located. I hate the post office. I dread having to contact the post office. I dread having to go to the post office. I don't believe service could be any worse than this.

    Jun 27, 2017
  • anon

    This is the worst service ever, 50 min wait times, rude customer service who does not want to help out, mabye USPS should start doing better interviews instead of hiring lazy people who just collect a paycheck, this place should be run by a private organization instead of having it be a government entity which is why it is being ran so poorly. We have 3 facilities that use this service and it is disgusting how we are treated, starting next year we are switching to FEDEX which is 1000% better.

    Jun 26, 2017
  • anon

    after repeated e-mails to usps customer service about package delivery problems i have never received a response nor has the situation improved. i feel like my e-mails are deleted without being read. obviously there is no customer service in the usps!

    Jun 22, 2017
  • anon

    I missed a registered mail (usps office: 2222 Flatbush Ave, Brooklyn, NY 11234), and I went to the office 3 time, but they could not find it either time. they asked to leave my no. and I also rescheduled a delivery online. I have not got any answer for 2 weeks, and then checked online and found the it was returned to the sender after two weeks later!! they should either resent or call me to pickup. this is really a bad service.

    Jun 22, 2017
  • anon

    Do you guys really care abt the service u provide. We the customers provide thousands of good suggestions on how to improve service .. do u ever listen? How can you lose a dish pack shipping box? Right now O have two boxes betwern ANC and WTK in Alaska. The USPS has no clue where. Fed ex would. The USPS needs to be able to track the boxes thru the small hub airports where the get "lost" due to a first in, last out mentality. If the customer and USPS knew where they were, the shippers wud be forced to do a better job moving things. As it is, they dont care. You shud. Why dont u have a large box/heavy box line at the main PO in Anchorage AK with rollers to the back ...will save lots of back injuries/ lost work time. What makes things better for the USPS, makes the customer service better. Wake up!

    Jun 21, 2017
  • anon

    Do you guys really care abt the service u provide. We the customers provide thousands of good suggestions on how to improve service .. do u ever listen? How can you lose a dish pack shipping box? Right now O have two boxes betwern ANC and WTK in Alaska. The USPS has no clue where. Fed ex would. The USPS needs to be able to track the boxes thru the small hub airports where the get "lost" due to a first in, last out mentality. If the customer and USPS knew where they were, the shippers wud be forced to do a better job moving things. As it is, they dont care. You shud. Why dont u have a large box/heavy box line at the main PO in Anchorage AK with rollers to the back ...will save lots of back injuries/ lost work time. What makes things better for the USPS, makes the customer service better. Wake up!

    Jun 21, 2017
  • anon

    Their were 12 people in line 1 at service desk,their were people sitting at a desk that could have helped did nothing. i asked the person why no one was helping ,she looked new and was afraid to say something!! no wonder US postal service is LOSING money & why people use FEDX & ups!!!!! I dislike going to this PO,because of the LONG LINES!!!!!!!! I know you DON'T care brcause you let this happen!!!!!!!!

    Jun 21, 2017
  • anon

    Buscar paquete

    Jun 21, 2017
  • anon

    I'm speaking on behalf of a few people for the post office located in Main St & Sandford Ave, NY. The lady "incharge" of handling and rather organizing the passport issuing line, is so rude. She has no sense of customer service and is rather impatient and careless.

    Jun 21, 2017
  • anon

    Thank you for your message. The OIG is an independent agency of the Postal Service and day-to-day mail delivery issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800-275-8777), or file an online complaint with Customer Service on the USPS website.

    Jun 21, 2017
  • anon

    I have used USPS a lot, but honestly i don't want to use it again. One week ago,I got left note so i requested redelivery. But i got second note because i was not home.( They need my sign) But i work everyday so i couldn't be at home to sign. So i went to post office to pick up item but there was not my item. The carrier wrote wrong available pick up dates. I explained my situation and i signed on slip at the post office. They said my package would be in the mail box.( i didnot need to be at home because i didnot need to sign) but i got third note. i request redelivery again but the limit of redelivery is twice. So i went to post office again but they said my item is in the car, not the office. I really exhausted because English is not my native language but i need to explain again and again. Today, finally i picked up my item from the post office. I really disappointed the attitude of people in post office. When i went to post office to pick up, The woman said me to not request redelivery many times. So i explained my situation. But she didnot hear me. Her saying is like it's my fault, that's why i am writing this. And also i called several times before, but they never solved my problems. I explained my situation more than five time to each people. For me, it's hard to be at home and pick up item because of time.

    Jun 20, 2017
  • anon

    Once again the local post office delivered my package to the wrong location. I am tired of getting my neighbors mail. I try to request UPS for all my deliveries.

    Jun 19, 2017
  • anon

    I called to check the status of a package that has been with USPS for weeks now. From what I can see it says still at the facility. When I called to ask what the issue is the woman yelled at me and said this wasn't her problem. I calmly tried to explain the situation and she said " I can believe you are bothering me with this" and hung up the phone. I called (404) 521-2064 at the 1273 Metropolitan Ave SE, Atlanta, GA 30316 I honestly cant believe you hire such people its disgusting

    Jun 19, 2017
  • anon

    My experience with the USPS has not been good. I have in the last month mailed a padded manila envelope of which I do not have the tracking number any more. My daughter did not get that envelope. I then sent a package with two birthday cards and a geode to the same address. My investment so far has been close to 80.00 dollars. I also sent three envelopes with warnings of mail theft. She has not gotten those or the package. what is my next step, the FBI?

    Jun 19, 2017
  • anon

    Thank you for your message. The OIG is an independent agency of the Postal Service and day-to-day mail delivery issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800-275-8777), or file an online complaint with Customer Service on the USPS website.

    Jun 19, 2017
  • anon

    I was playing with my dog in the corner of the driveway away from the street. This mail carrier standing in my next door neighbor's yard behind a fence yells at me that she won't deliver my mail and she skips my house. She never stepped on my property and my dog never saw her. Now I am not getting mail at all, so called the post office. They are holding my mail as ransom, "We are returning your mail in 10 days if you don't come down here and sign a form. And you have a package, by the way." So I said, "Then what? You will NEVER AGAIN deliver my mail?" The lady said, "I didn't say that. We won't deliver it if you don't sign the form." I said, "Never again?" "Not if you don't sign the form." Wow, so the USPS, for the rest of my life will return my mail if I don't sign their form. I told the lady I had medications in the mail that I needed. She said, "Tough luck," and hung up on me. Wow!!!! Such amazing customer service! I wrote my Congressman and the local ACLU to see how this can happen. People dragged off airplanes and USPS telling me I will NEVER get my mail again if I don't sign a form. My dog stays in the house all day while I am working as a medical provider. Seems extreme and retaliatory, or is it just me?

    Jun 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.

    Jun 19, 2017
  • anon

    I went through probably a dozen screens to set up a USPS account so I can give delivery instructions. When I try to login I was told no account existed. I tried again but then was told that my ID had already been used. This was incredibly annoying.

    Jun 17, 2017
  • anon

    My mail services has become very poor- late and unreliable, during the last three months. It had been delivered between 12 and 1 for the past 17 years, but now if I get a delivery at all it is after 3, which is much too late. Much of mail is mis-delivered to the wrong suite. I am a lawuer, and that is very bothersome. I also get mail delivered to me which is addressed to others. Complaints to the local office are disregarded, with the response that the delivery person has until 4:39 to deliver the mail. That is not an answer as to why things have changed. Paul Nord

    Jun 16, 2017
  • anon

    Hello Paul, and thank you for your message. If your issue has not yet been resolved by the USPS Office of Consumer Affairs, please file a complaint with our Hotline by clicking the red button at the top right hand corner of this page which reads "report fraud, waste, and abuse", so we can look into this matter for you.

    Jun 19, 2017
  • anon

    Tom from the postal office in Scottsdale Arizona was really helpful over the phone. He was very pleasant to talk to. Not like the other lady I talked to before who sounded as if she doesn't care. Tom was the complete opposite.

    Jun 16, 2017
  • anon

    I highly commend your Postal Representative, Felitcha, for her professionalism and very courteous manner to me on my recent visits to the Dover, DE Post Office on Court business. I needed to do a rather large certified package mailing with return receipt request and She assisted me and made it a great visit while speedily completing the task at hand. She is to be commended and recognized as the valuable Employee that she is!

    Jun 13, 2017
  • anon

    WILLOUGHBY ,OHIO BLDG.INCOMPETENT EMPLOYEES ESPECIALLY THE POSTMASTER.THIS SERVICE NEEDS TO BE PRIVATIZED.NOW I NEED TO HIRE A ATTORNEY.NOBODY WILL EVER READ THIS,JUST WASTING MY TIME WRITING THIS.

    Jun 13, 2017
  • anon

    Hello George, 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. Very Respectfully, U.S. Postal Service Office of Inspector General

    Jun 13, 2017
  • anon

    I went to the Woodlawn branch on Katonah Ave in the Bronx to apply for several passports; a total of four. I must say that I am very pleased with the service. The representative at window # 2 Evelyn was very courteous, professional and meticulous in executing her duties. I would definitely recommend this service. Additionally, going there early in the morning say around 9:30am, will also assist in a much smoother process; especially if you need to copy documents at the library nearby.

    Jun 12, 2017
  • anon

    USPS is a company full of IDIOTS. Always getting the wrong mail. The post people don't have enough common sense to place the mail INSIDE our emu mailbox, they leave the mail hanging out all the time. Really? In NYC? In this day and time? Recently was tracking a package, the tracking site said it was delivered but its nowhere in site. When you try to call in about it, you have to wait a million years to talk to someone, and then the waiting music pisses you off even more as you wait for all that time. All stupid, all the time.

    Jun 09, 2017
  • anon

    There is now way in heaven that these comments serve any purpose other than patronizing the customer. Your staff at most post offices are extremely rude. Most of your carriers are incompetent and border line criminals. Waiting extremely patiently until the post office devolves and be replaced by a private company.

    Jun 09, 2017
  • anon

    Asked if I could be helped tracking a package mailed at 12:31 on May 30, 2017. I looked on line and the package is still in Texas. I thought a postal employee could help and I was told that I didn't pay for priority mail and the estimated date would not be accurate -I was shocked when she said you paid the cheap rate and that takes longer - other people were standing there and I was really embaressed. Then she said if you wanted it to get there faster you should have paid priority or use UPS. Everytime I tried to say something she would close her eyes like she was just shutting me out. Her name is Carol and she works at the Ocean View, Delaware post office. Then she got mouthy with me when I told her my friend in Montana received her birthday card in a USPS bag (it had been damaged) She tried to tell me that sometimes envelopes with windows get caught in the sorting process - I reminded her it was a birthday card. Then she said did you put the proper postage on it- now, what does that have to do with it getting damaged, then she said did you have a gift card in it - well no I sent her the gift that is still in Texas. This postal employee is extremely rude. I also worked with the public for 20 years and I would never have talked to a client in that manner. Thank you. Hopefully this issue is resolved shortly. PS. Never in all my 75 years have I been treated so rudely. The other employees in the Ocean View, DE are so nice and polite to their customers.

    Jun 08, 2017
  • anon

    Your delivery service and routes suck. I've been waiting for my package to come in the mail for a while now, and still haven't received it. The package pasted through my state multiple times , and it has still not arrived. At every USPS location my package been to, it's been help up for at least 2-3 days at every USPS facility it's went to, and its really frustrating to know that your package has been traveling though your state but haven't delivered it.

    Jun 08, 2017
  • anon

    Just tried calling for a package that USPS said they delivered to a locked box however I never received the package... They have no option on the phone of reporting this, I can only send an email and now I have to go in in person to deal with this incompetent crappy service. I can only put in my tracking number on the phone, have them tell me it's delivered, and that's it. To see here an article claiming to try in any way to satisfy customers is nonsense. I would say it's the opposite, they intentionally make this a hassle. What crap.

    Jun 08, 2017
  • anon

    I have been calling the New Braunfels post office since yesterday afternoon trying to get them to put my mail in the mailbox from last week no one will answer the phone and they keep hanging up on me

    Jun 08, 2017
  • anon

    Hi Diana, Thank you for your message. The OIG is an independent agency of the Postal Service and day-to-day mail delivery issues are outside of our jurisdiction. If you have not already done so, please try contacting your local Post Office. If you have already done that, try contacting USPS Customer Service, (800-275-8777), or file an online complaint with Customer Service on the USPS website.

    Jun 08, 2017

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