September 4, 2019 (RARC-WP-19-008)

  • Microbusinesses are generally satisfied with the Postal Service, and a majority rate their experiences at postal retail locations as positive.
  • The Postal Service can work to boost awareness of key products and services with microbusinesses.
  • The Postal Service can also harness its workforce and retail presence, including through its Employee Engagement Programs, to promote its products to microbusinesses.

Microbusinesses are vital to the U.S. economy. In fact, firms with fewer than 10 employees represent 75 percent of all employers in the United States. Microbusinesses are also important because they may grow into larger companies, fueling employment and economic growth. Moreover, microbusinesses are a valuable customer segment for the U.S. Postal Service. Many depend on the Postal Service to help their businesses thrive. Whether it is delivering packages, invoices, or Marketing Mail, the Postal Service helps connect microbusinesses with the marketplace.

The OIG examined how microbusinesses currently engage with the Postal Service and potential ways to improve that engagement. The OIG fielded a nationally-representative survey of microbusiness owners and employees, hosted a moderated online discussion board and an expert panel, and conducted interviews with Postal Service employees and executives.

The OIG found that while microbusinesses are generally satisfied with the Postal Service, there are opportunities to improve engagement. USPS can work to boost awareness of key products and services with microbusinesses. USPS can also harness its workforce and retail presence, including through its Employee Engagement Programs, to promote its products to microbusinesses. By addressing certain challenges and inefficiencies, USPS can ensure it is helping America’s microbusinesses thrive.

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  • anon

    #1 Figure 9 workflow of leads....Way too cumbersome... #2.lead initiation...Too often quotas are used to generate "leads". Most end up as garbage leads. Solution...#1. Stop any quotas..#2. Employee leads should go directly to the most local sales team. They call employee lead generator.. Find out who what where. Find out connection between carrier/clerk to prospective customer. Even talk together about what may be the best solution for customer (carrier/clerk learns more and can be more educated about garnering good leads). Sales calls customer. Says John Doe (carrier/clerk) thought I could be of help making your business more successful. He mentioned........If there are areas we can help you, lets talk. Then go from there...Even to the point of-if the sales guy goes to customer bring clerk/carrier along....Summary: Maximize sales leads by minimizing stifling cumbersome beaurocracy. Make it short and sweet. Then. sales guy closes the sale and asks if customer has friends who could be helped by us...THEN. After program starts-sales follows up, no matter how small, makes sure customer is winning and AGAIN, asks for good leads... We'll get them. Satisfied customers are very willing to recommend us......Bottom line: This is effective sales... ps...You sent me an email where you refused to post a comment I had on another topic because of "inappropriate language". I can't figure out what that was... I am a retired carrier who still cares about USPS... If you don't like and print constructive criticism, how can we become better?...

    Sep 11, 2019

Contributors

  • John Althen, Joanna Wu Gerhardt, and Christopher Backley contributed to this report.

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