July 30, 2018 (RARC-WP-18-011)

  • Satisfaction with the Postal Service is similar across generations.
  • Millennials’ ideas for improving their engagement with the Postal Service center on convenience and increasing customization.
  • Living arrangements are an important indicator of Millennials’ perception and level of engagement with the Postal Service.

As Millennials come into their economic prime, understanding how they use mail and the ways to best serve their needs is of crucial importance to the Postal Service. The OIG therefore conducted qualitative and quantitative research to provide a more comprehensive view of how Millennials – defined in this paper as adults aged 18 to 34 – engage with the Postal Service.

The OIG found that while there are some differences in how much Millennials use various postal products compared with older generations, their satisfaction with USPS is similar. Our research indicates there are two primary opportunities to appeal to young consumers: enhancing convenience and increasing customization. The OIG also found that Millennials’ living arrangements are an important indicator of their engagement with and perception of the Postal Service. This research could be important for USPS’s product development and outreach strategies with Millennials.

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Comments (4)

  • anon

    I'm curious, did a 18-24 year old person gather all the important info to create this report? No wonder you can't deliver the mail, too worried about what a 18-24 year old thinks or cares about, or more to the point whines and cries about...Maybe you should post a report on how much theft the USPS has yearly. Now that might be an interesting read. NOW, CAN YOU JUST DELIVER THE MAIL IN A TIMELY MANNER IN WHICH WE PAY FOR ?

    Aug 10, 2018
  • anon

    The post office and it's Supervisor need a training course in how to be Respectful. These Supervisors need to include more young people in the post offices. Problem lies with the older employees who try and control every aspect of the post office. These issues like having police and a inspector at your house. The Supervisor thinks it's ok because someone yelled at him on the phone that must make me a person who is violent. Not everyone is violent over a package that is supposed to be ready for pick up. I go try and get my package and instead of retrieving my package they refused and sent a officer's to my house. You and the management team is so far away from being ok with younger people. Thanks for the opportunity to express these concerns. We are Respectful but Respect is also earned. It works both ways. You show me Respect I will show you Respect. It's simple. Stop acting like you don't like younger crowds because you think you can.

    Jul 31, 2018
  • anon

    U guys got way more problems than asking what u can do for that lazy generation they do as everyone else does take care of the bigger problems.

    Jul 30, 2018
  • anon

    My twenty-something year old children are intelligent, educated, hard-working family men (already) who pay taxes, own homes, volunteer and contribute to society. What are you besides a whiny little girl?!

    Aug 20, 2018