April 9, 2021 (RISC-WP-21-002)

  • AOIG survey administered during the COVID-19 pandemic found a majority of people across the United States held a favorable view of the Postal Service (91 percent) and agreed or strongly agreed that mail is important (96 percent). 

  • Respondents checked and read their mail more frequently in 2020 but sent less mail and fewer personal packages.  

  • Americans reported placing online orders more frequently than previous years and expected to shop online more after the pandemic is over 

The COVID-19 pandemic changed the way people interacted with their communities and businesses — including the Postal ServiceThe OIG conducted a nationally representative survey to understand the ways the COVID-19 pandemic may have altered customer perceptions of the Postal Service and their habits around mail and other postal-related activities 

The OIG found that Americans continued to hold favorable views of the Postal Service during the pandemicunderscoring the important role USPS plays for the nation. During the pandemic, the core ways customers interacted with the Postal Service were through mail receipt, post office visits, and delivery of online orders. Nearly 70 percent of survey respondents reported checking their mail every day. However, respondents sent mail and personal packages less frequently compared to the previous yearEcommerce grew during the pandemic, with more online orders placed in 2020 than in previous years. Survey respondents expect some of this ecommerce growth to continue after the pandemic. 

The Postal Service has played an important role in connecting the nation during a time of pandemic-related social distancing and closures. The OIG survey results provide information on changes in customer behavior and expectations, and careful monitoring of emerging trends will allow the Postal Service to continue to prepare for new and growing demands moving forward. 

Comments (2)

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  • anon

    I don't know anyone with a favorable view of usps. Stop poling family members and get a package where it needs to be. Preferably in one piece and on time but that isn't going to happen.

    May 07, 2021
  • anon

    USPS has become the worse venue to ship by. It's had many years to get it right but it keeps getting worse, and they keep asking for more money. If I have the option to ship any other way than USPS I will. Let's start running this business properly. You've become a joke.

    Apr 18, 2021