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 (678)

The most direct way to report fraud, waste, misconduct within the Postal Service is via our Hotline form

Leave a comment

By submitting this form, you accept the Mollom privacy policy.
CAPTCHA
This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.
  • anon

    The supervisor Jason at columbine hills in Littleton post office should be fired he is rude and I closed my Po box because of him

    Sep 19, 2017
  • anon

    Hello USPS, I just wanted to notify you of the superb and outstanding service I receive from my local mail delivery person. His name is Frank and he is quite an amazing employee, he always goes the extra mile for me and is one of the friendliest USPS employees I've ever met. I just wanted to pass on my compliments to this great employee...He is a delivery person here in Sumas, Wa...Thank You!!

    Sep 19, 2017
  • anon

    Ive been waiting to speak with a supervisor to purchase a p.o. for over 35 minutes. I need the supervisor because the worker at window 1 of the 47 Debevoise office will not accept 3 state Identification cards with photo or a social security or any of the other very valid forms of I.D. i have.

    Sep 19, 2017
  • anon

    I sent a package home from Hilo, Hawaii, from a Island Mailbox, a pack-and-ship shop. $85 with (Thank God I paid for a tracking number!). The pack-and-ship clerk failed to include my apartment number. My local USPS carrier wouldn't deliver it to me. This, despite the fact that I've been at this address for 9 years and my carrier never fails to deliver junk mail with my name but without the apartment number. I suspect it was because the box was heavy and large: it wouldn't have fit in one of our condo's parcel box so he/she would've had to deliver it to my door. Can't possibly do that! THEN... the USPS tracking website only tells me that the delivery address is incomplete or illegible. It doesn't tell me what to do next. I called the 800 number and hung up after getting into the proper queue and being told the wait time is estimated to be more than an hour! I stopped by my local post office to retrieve the package, but NEVER will I ship USPS again! Every other carrier at least informs you of how to correct a problem like this. You need to get your act together or the USPS will loose all public support and all public funding.

    Sep 18, 2017
  • anon

    The clerk at the Sandwich IL post office has always been borderline rude. It is getting tiresome and it affects where I take my business.

    Sep 18, 2017
  • anon

    I dropped off a package a week ago and the guy behind the counter told me I can use the same tracking number that was on the box it was a Return to Sender item a week later I'm still trying to track my package and it says the number does not exist I tried calling customer service but I haven't spent one hour of my work time trying to get someone on the phone because each time I enter the tracking number I get the same result as a bad number or no information on that number the worst customer service I've ever had I wish I can speak to a live person

    Sep 18, 2017
  • anon

    My package has been lost. I talked to costumer service once about it and they couldn't even change the address on the package then it was too late to get ahold of the post office in my city! I have YET been able to talk to someone since! I have called costumer derive 5 different occasions and my phone died after waiting 30-60 minutes on every single occuasion I have yet to hear from an actual person other than an email which I haven't even recieved any on where my package is even at?! This is absolutely ridiculous and I will never ever ever be using postal service ever agaib

    Sep 18, 2017
  • anon

    The customer service is nonexistent. There is no procedure for hiring the best people for customer facing roles. It's disappointing that my federal income tax goes to support this financially mismanaged barnacle of government. PRIVATIZE IT!

    Sep 15, 2017
  • anon

    No, you no longer deliver mail to every address in the US. Not even close. My experience with customer service has been abysmal. No mail, no CS, no resolution. It's disgusting that the USPS won't deliver this disabled combat veterans mail. It's your core service, not being done. Who decided this? Pure folly.

    Sep 15, 2017
  • anon

    When applying online to have my mail forward to my new address. I get this error message: "USPS logo Secure & Private Secure & Private USPS HOME | FAQS The change of address you have filed cannot be processed. You have selected an Individual or Family move type and the database classifies the old address as non-residential or business status. USPS policy does not allow individual or family movers to forward mail from a business or organization to a residential address. If you receive mail addressed to you individually at a business or organization address, please contact the organization to redirect your mail. For more information on mail forwarding regulations, contact your local Postmaster." This business may be registered as a business. But, this is a building that provides permanent housing to over 50+ individuals. I am the individual that resided there for a lengthy period. I am NOT trying to forward the business mail or anyone else living there. I just want my mail to be forwarded to my new address. By the way, this alleged registered business received complaints for mail tampering. It makes me think in some the BEDFORD PARK STATION CHICAGO is working together since I never heard of any such reason until, now. Also, this building accept residents on temporary and permanent basis for housing. I am an individual. But, this business needs to update their status or include residences moving will be allowed to file a forwarding mail application and it should be approved by the USPS. I have never heard that permanent or long time residential tenants can not forward their mail...? What section or article is this found in. Please direct me to that ILLINOIS STATUTE so I can read it for myself. Your message cause me to be very concerned. I disagree with your findings and would hope you would send out an inspector to provide a final report. Seems this one method of a business that doesn't return the mail back to the post office. I see it as attempting to steal someone's identity and the Bedford post office is aiding this business to keep people personal mail.

    Sep 15, 2017
  • anon

    I am upset with the way my case is being handled. and I need immediate assistance. I have a PO box located in 1050 W 49th st Hialeah, FL (Palm Villa) I made a payment online 8/31/17 I never received an email confirmation that it went through but it was charged on my bank account. I then went in person and spoke to a lady and she said to speak to the manager Arlene Martin so I called her the next day and she told me that it wasnt showing up as paid and to call the 1800 number. I did. i was on hold for over an hour with no response. i hung up. called Arlene again she said she couldnt help bc she was too busy and she was the only one there. so she gave me the number to the location in Westland promenade and I kept calling and calling and no one ever answered. i am upset because I was trying to avoid my box getting closed and it did . I have not been able to get in contact with anyone at either locations! I need someone to contact me asap! as I refuse to pay the new fees I am sure I'll get charged again. ps I've had this box for over 4 years!! help me please!

    Sep 15, 2017
  • anon

    Sick and tired of getting false "attempted delivery". No one tried to deliver my package, I was home both days! No one left a slip. I have a porch, a package box, and an office to leave packages. tracking says "no secure location" which is a lie! Then they say "no access". Also a lie! I don't live in a gated community! And again, I was home. I live in a studio so there's no way I missed the doorbell or knock. I can't reschedule delivery if I don't even know they tried to deliver! Of course, once I did know I had a package I asked them to hold it at the PO, took off work to pick it up only to find out they sent it out for delivery AGAIN!!! And don't bother trying 1-800-askusps because wait times are over an hour!

    Sep 15, 2017
  • anon

    I would like to know why a package has been at the ISC Ny center for over a week now. No updates, no available information. How do I file to get the money back from the usps for the shipping I was charged because this is beyond ridiculous.

    Sep 14, 2017
  • anon

    Hi Nicole, and 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

    Sep 15, 2017
  • anon

    Hi. I would like to recognize my local letter carrier. Is there a national USPS recognition program for this? I've already reached out to the carrier's supervisor to share my feedback but I'd love to see this carrier get additional recognition, if a national or regional recognition program exists.

    Sep 13, 2017
  • anon

    Hello John, Thank you for your comment. If you go to the "Help" Section on the USPS Website. There is a "Contact Us" section. There you can email USPS and compliment your local postal carrier.

    Sep 14, 2017
  • anon

    I called today to report my two packages was stolen. I waited for 40 mins for someone to answer on their customers service line. After 40 mins the representative hang up on me as I was introducing my name. I definitely do not appreciate waiting 40 mins just to get hang up on. Specially losing my textbooks.

    Sep 12, 2017
  • anon

    Thank you for your message. If you believe mail theft was committed by a non-postal employee, please file a complaint with the Postal Inspection Service or call 877-876-2455. If you believe mail theft is being committed by a postal employee, please file an online complaint with our office. This will allow us to look into the matter for you.

    Sep 13, 2017
  • anon

    Someone needs to review policy & procedures! We have a community mail box. I notice that for 1 1/2 weeks, I had not received any mail. On my off time, I decided to go to the post office. Talked to the lady behind the service door. Showed her my ID with the address. She comes back with all my mail. She tells me that the box has been vandalized and all my mail is being held at the post office. Tells me to review my mail & make sure it is all mine. As I start to go through my mail, I see a 1st notice & 2nd notice to pick up my mail. Ok, now I'm confused? No one notified me to pick up my mail(had it been a package, I would of received a post it on my door to go to the post office to pick it up). So, I get back in the same line & wait my turn. A man answers the door this time. I ask him, how am I ever going to get these notices if you are adding them to the mail you are holding? The only response is, "Yeah, you can throw them away."

    Sep 11, 2017
  • anon

    USPA tracking said my package would be delivered today, but as usual, it wasn't. And now I can't take off work tomorrow (it probably won't arrive by then either) to make sure no one steals it off the front porch. To put it bluntly, I'm tired of messing with the sloth type pace of the USPS and will never have anything shipped via them again, nor will I ship anything through them. Its UPS and Fedex for me from now on!

    Sep 11, 2017
  • anon

    Constantly my mail is being delayed. Why does a package that four states away take 9 DAYS for delivery, which will hopefully get to me but not holding my breath, but a package that was sent to me from 3,000 miles away only took 4 days?? Sending stuff priority has become a joke. Pay the extra just to have it arrive as regular mail (7+ days) Pay for two day and it gets to the final destination two weeks later. Over USPS. I'd love to support you but not reliable. Especially, Especially when I needed something for hurricane Irma and it hadn't arrive in time and probably won't now. And yes it was shipped well in enough time. Until things get fixed I ship with someone else.

    Sep 10, 2017
  • anon

    There has been repeated issues of claims that the postmen could not aceas my building therefore, the package couldn't be delivered in addition to falsely claiming I refused packages when I was at work at the time they claimed I refused the package and live alone. I believe this stems from lazy workers not doing their job and delivering me my packages.

    Sep 10, 2017
  • anon

    I was in the process of making a po box renewal payment through a Kiosk location. The kiosk stated the wsa no Po box found under the name given. So I took another step into making my payment by purchasing money order and dropping at a local USPS and a letter explaining attempt to make my payment. I went into the lobby on a Saturday, ask customer service rep if my payment posted it is 09/09/2017, she told me no .. ( apparently looking at something on her screen). I was able to retrieve my mail from my box anyway. I got home and found the letter and money order with a random pink sticky note stating. Need a signature.. Since when, do you have to cursive signature a money order? my name and address was printed on it? It sounds personal for someone to do that? Now, it looks like I didn't pay and I may get fee or change lock on my box. So, with that being said I will be speaking to a magistrate and another postmaster in the same vicinity.

    Sep 09, 2017
  • anon

    The town of Sanbornton NH is collectively having trouble with your postal delivery. We've had broken mail boxes, crushed packages, torn and destroyed mail. Not to mention we chronically have to deliver each others mail to one another as we get each others mail- chronically. We've complained to the post office in town. Who said to complain to tilton NH post office. This has seemed to make the problem worse. Is there anything else we can do to get some attention to our issue? We have pictures from all over town. But no one is being heard- it's been happening since January of this year. HELP!

    Sep 08, 2017
  • anon

    Your phone service leaves a great deal to desire. I have been waiting for a customer representative for 54:45 minutes and I'm still waiting. This is unheard of. I don't know if this is any way to run a business.

    Sep 08, 2017
  • anon

    Blue Ridge/Morganton, GA area: Ongoing issues with unprofessional and rude postal carrier falsely reporting delivery attempts/refusal to deliver packages to door (resulting in my filing complaint after unsuccessfully trying to reason with him) finally led to phone call from said postal carrier threatening to "cut off" mail delivery and provoking me in threatening manner to meet and speak to him "face to face" at the mailbox, following which he hung up on me. How this employee has managed to keep his job and has been allowed to demonstrate this unacceptable behavior for so long is unimaginable. It is a sad reflection on what appears to be systemic neglect of basic standards of customer service, a severely lacking screening process for potential new employees and support/administrative staff who are either incapable of or unwilling to enforce job standards required of themselves as well as their subordinates. That is a sure-fire indicator that the trouble comes from the top down. With the way they are suffering as a business entity/institution these days, one would think they would be doing everything they can to hold on to the customers they still have. Eventually, poor business standards and practices lends to an all-too-predictable ending. The U.S. Mail used to be one of a few things a citizen/customer could count on to be consistently reliable, dedicated and professional in demeanor and rapport with the public they are tasked to serve. Those days, I am sad to say, appear to be long gone.

    Sep 06, 2017
  • anon

    Very, very, very well said.

    Sep 15, 2017
  • anon

    Hello Jeff, Thank you for your message. Please file a complaint with our Hotline (the red button at the top of the page) so we can look into this matter for you.

    Sep 06, 2017
  • anon

    I ordered a package from Amazon with free 2 day delivery. It was expected to be delivered on Sunday the 3rd, but wasn't. Tracking said that they were not able to access my door?? There was NO reason they couldn't access my door. My package just showed up on my doorstep today! Two days late... I have requested that Amazon not mail ANY of my packages USPS unless it's the ONLY option. I never have any issues with FedEx or UPS. They are always on time. It's sad that USPS has such bad customer service. I even called to check on why they couldn't access my door... They said hold time was 4 - 6 min... 30 min later (while still on hold) I was IM chatting with Amazon, and they told me my package had been marked delivered 10 min earlier.

    Sep 05, 2017
  • anon

    I always get great service at the location on Pambroke, livonia, mi, 48152, however, their smoke detector has been needing batteries since last Friday. It was peeping then and i just left the place it was still peeping (it is Tuesday now). Also their package drop off box has been full since Friday as well. I had to stand in line again to drop off the package for that reason.

    Sep 05, 2017
  • anon

    The service in my area is horrible the mail man always leave mail in the wrong boxes all around the community , thi incluiding importants letters from court

    Sep 01, 2017
  • anon

    It's always a pleasure to have all my postal needs met at the Summerfield, Florida location. All the clerks and other co-workers are more than patience with the people. I have other surrounding locations I can go to, however, I choose Summerfield as my postal location. This morning (09/01/2017) Dianna went over and beyond to meet my needs and I just want to applaud her, THANKS for her going above the limit of her job and making me feel like a valuable customer.

    Sep 01, 2017
  • anon

    I sent a package on August 12 certified from PA to LA. By August 19, the USPS website shows the package has stalled. I called today and waited for 40 minutes for a representative. The representative could not get the tracking number right and then just hung up on me. I am appalled at this service.

    Aug 28, 2017
  • anon

    Does the postal carrier not delver certified mail to the door anymore? I saw the mail man put mail in our box and when I got it there was a notice of a certified letter he couldn't deliver because he failed to catch us at home. He obviously never got out of his truck. This has happened twice now. Very poor service!!!!

    Aug 28, 2017
  • anon

    Not sure I understand how books mailed using Media Mail rate are shipped. A book mailed Aug 14 in Salina, Ks. has yet to be delivered and was not in the mail on Aug 26--the distance is 935 miles or so. The Pony Express made the St. Joseph, Mo to Sacramento, Ca run in 10 days....a distance of 2,000 miles. The USPS tracking # indicated by Aug 22 first and then indicated Aug 26...just curious as to what method of transportation is being used....

    Aug 26, 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.

    Aug 28, 2017
  • anon

    How would I go about reporting that my mailman or mailmen always and forever put not only my mail but all of my neighbors in the wrong boxes?! This has been going on for years!!!

    Aug 24, 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.

    Aug 25, 2017
  • anon

    I do not appreciate USPS individual employees reaching out to me inquiring about my items unofficially on Facebook who is not the inspector general or the post master. I did not know this person who claims to work for USPS. It is harassment and an invasion of privacy. What sort of rules do you have in place for this to prevent harassment of patrons.

    Aug 23, 2017
  • anon

    Hi Kenny, Thank you for reaching out to the USPS OIG. The best thing to do here is to file an official complaint with the OIG Hotline, which you can do by clicking the big red button at the top tight hand corner of this page, which reads "Report Fraud, Waste, and Abuse." This will allow us to investigate this situation further,

    Aug 23, 2017
  • anon

    Post Office in Coos Bay Oregon @470 Golden Ave, clerk #01 Clerk was very helpful, pleasant and efficient. Had a wonderful experience!!!!

    Aug 22, 2017
  • anon

    I am highly frustrated that I purchased $800 worth of insurance, and my item was lost in the mail and the post office doesn't seem to want to reimburse me, I sent them the receipt showing proof of insurance then they send me a letter back saying they didn't get it all I have is a copy to send them $800 is nothing to sneeze at, I would like my money back otherwise what is the purpose for insuring an item?

    Aug 22, 2017
  • anon

    Female Employee working on 08-19-2017 In Dexter, Ny. Needs a mental evaluation !

    Aug 20, 2017
  • anon

    This site is useless. They give all the dog-ate-my-homework excuses in the above disclaimer. The USPS customer is a waste of time. Two week after filing report email sent to me asking about quality of resolution. There was never a contact or action taken on problem. Everyone should contact Postal Oversight Department under DHS to report your problems. After 25 years with PO Box moving all possible mail to UPS Store-excellent customer service-and to online options to replace USPS to reduce any possible funds to prop up the corrupt institution and unresponsive institution.

    Aug 20, 2017
  • anon

    Last year I was informed in writing by USPS they do not use call centers outside the United States. Today I was forced to explain locations without physical addresses like campgrounds to two women in the Philippines. I put in a request for a return call which came, but was immediately disconnected. So now my package will be returned to the shipper and I wi;;,lose money because I am refused an opportunity to speak to someone in my own country regarding a United States government issue. This is beyond ridiculous. I will be posting this information on all social media sites I can and will not use USPS services in the future if I can avoid it.

    Aug 18, 2017
  • anon

    I AM REPORTING A POST MAN THAT DELIVERS MAIL AT MY APARTMENT BUILDING. AND IT'S BEEN GOING ON FOR MONTHES. BUT JUST LAST WEEK MY MANGER AT THE APARTMENTS WAS RETURING MAIL THAT DIFFERENT RESIDENCE OF THE APTS. HAD GIVEN HER. SHE ASK THE MAILMAN TO TAKE THE MAIL FROM HER, SO HE SNATCHED IT OUT OF HER HANDS RIPPING HER OFFICE KEYS OUT OF HER HANDS. AND THROUGH THEM ON THE MAIL CAR FLOOR. AT THAT TIME THE MAINTENANCE MAN WALK UP ON THIS AND ASK HIM WHY WAS HE BEEN SO RUDE. AND THAT ALMOST STARTED A FIGHT. SO SHE ASK THE MAIL MAN TO GIVE HER KEYS BACK, BEING PREGNANT IT WAS HARD FOR HER TO REACH THE KEYS THAT WAS ON HIS FLOOR. THE OFFICE GET MAIL ONCE A WEEK FOR SOME REASON AND THAT MAIL IS IN THE OFFICE. THIS IS MY SECOND TIME REPORTING THIS MAN WHAT ELSE DO WE HAVE TO DO TO GET THIS MAN TO ACT RIGHT. THE POST OFFICE IS THE CITY HIEGHT OFFICE

    Aug 18, 2017
  • anon

    The Ashford Park Past Office on Dresden is an absolute disaster. I would like to know who is in charge there. My packages have been lost for 8 days. I have spent over 3 hours at the post office and 7 hours and 41 minutes on hold and yet I have no information and no packages. The day and evening supervisors do not communicate with each other and neither has found my mail nor gotten an answer form the carrier. In the meantime I continue to get package slips for mail they cannot locate! Each time I drive down there only to get blank stares and no answers. e entire pl;ace is a disaster. In the meantime my hail has been mis-delivered to my neighbors and several people are missing packages along with me. The carriers are stealing mail and not showing up to work. The clerks are losing mail and sorting it improperly. An NO ONE is accepting responsibility. The supervisors are pointing at each other. Where does it stop? Who is accountable? This is not an isolated incident. whenever I get a slip in my mailbox I dread the next day. This has been a huge problem over HALF the time. This year alone I have had 5 missing deliverers out of 9. This is not only unacceptable but indicative of a larger problem at this particular post office. The carriers are not putting the mail where it supposed to be when they're done with their route. In addition I have witnessed the mail man driving off without even attempting to deliver the package to my door but leaving the slip in the mailbox . I am angry and frustrated and more importantly not getting my mail but I am a loss at what to do . For two full days this past week I've spent on hold talking to people who seem to be unable to find out anything .

    Aug 18, 2017
  • anon

    Two separate change of address requests didn't seem to work, so I filed out a request to follow up on them on line and received no response. Now I've been on hold for over an hour to try to find out where our mail is. We are overseas working for the USG and the mobile company charges $0.30 a minute... would just like to speak to someone as all the other automated avenues seem not to be working.

    Aug 17, 2017
  • anon

    The rudest most careless staff I've ever encountered. You can reschedule a redelivery ten times and they'll NEVER COME and then they don't answer the phone when you call so you're forced to miss work to pick up your packages because they're not providing the service they're paid for.

    Aug 16, 2017
  • anon

    on hold with USPS.com for over an hour

    Aug 16, 2017

Pages

Recent Comments

Monthly Archive