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.