About Service Performance

The Postal Service’s ability to provide acceptable service is an ongoing concern across the United States. The Office of Inspector General reviews service performance and makes recommendations on where and how the Postal Service can improve. Our work encompasses nationwide performance, as well as specific areas of particular concern. It is critical that service performance be properly tracked, measured and reported transparently. To that end, we will continue to update this page with our most recent service reports and data to track the Postal Service’s progress in this area.   

Please note: The ESRI Dashboard is temporarily unavailable on screens smaller than 768 pixels and may not work on IOS devices.

This dashboard includes fiscal quarter scores for the last five years. Due to different reporting formats or missing data, scores are not included for FY 2016 Quarters 3 and 4 and FY 2017 Quarter 2. The dashboard displays performance scores for FY 2021 with the current (new, as of May 2021) and previous (old) service performance targets. Please see FAQs below for more information regarding this dashboard.

OIG Reports

Service Performance FAQs

What do the color schemes on the map mean?

Districts (territories) in green mean they are meeting or exceeding the on-time target. Districts in blue mean they are below the on-time target.

What is a service standard target?

A service standard is the stated delivery performance goal for a mail class. A service standard reflects the number of days after acceptance a mail piece can be expected for delivery.

Where do I find information about mail classes?

Select a mail class from the drop-down menu at the top of the dashboard. The “Mail Class” description is on the right side of the dashboard.

Why do the district boundaries change between quarters?

The USPS reported scores for 67 geographical districts through Q4 FY2020, then for 12 geographical divisions that replaced the 67 districts for Q1 FY2021, back to 67 districts for Q2 FY2021. Soon, the USPS will report scores based on the new geographical structure of 50-districts. Each set of geographical configurations encompasses different territories.

What do the map boundaries represent?

The boundaries represent the USPS’s regional districts, except for Q1 FY 2021, when the USPS reported its service performance data as larger regional divisions.

Does the dashboard include scores for Periodicals?

No, because the USPS doesn’t report scores for Periodicals at the district level.

What mail classes does the dashboard include?

The dashboard includes four mail classes: First-Class Single-Piece, First-Class Presort, Marketing, and Packages.

Why are there current and previous targets for the same fiscal quarter?

On May 6, 2021, the USPS Board of Governors approved the new service targets for the Fiscal Year 2021 to account for the ongoing impacts of the COVID-19 global pandemic on service. The dashboard displays performance scores for FY 2021 with the current (new) and previous (old) service performance targets.

What fiscal quarters does the dashboard include?

The dashboard includes fiscal quarter scores for the last five years. Due to different reporting formats or missing data, scores are not included for Fiscal Year 2016 Quarters 3 and 4 and FY 2017 Quarter 2.

How do I know when the dashboard was last updated?

The update information is at the bottom right corner of the dashboard.

How often is the service performance dashboard updated?

The PRC publishes the quarterly service scores on its website four to six weeks after a fiscal quarter ends. The service performance dashboard is then updated one to two weeks after the PRC publishes the scores. Currently, the dashboard update is a manual process; however, in the future, when USPS reports the service scores in the new 50-district format, we will work towards automating the dashboard data refreshes.

What is the data source for the service performance dashboard?

The USPS provides the quarterly service scores to the Postal Regulatory Commission (PRC). The data powering the dashboard is taken from the PRC’s website.

Open Service Performance Projects

Project Title Project Number Start Date
Vehicle Maintenance Facility Preparedness for Next Generation Delivery Vehicles 22-045 01/24/2022
Mail Delivery, Customer Service, and Property Conditions Review - East City Annex, Columbus, OH 22-044 01/10/2022
Efficiency of Operations at the Columbus, OH, Processing and Distribution Center 22-041 01/10/2022
Mail Delivery, Customer Service, and Property Conditions Review - South Columbus Station, Columbus, OH 22-043 01/10/2022
Mail Delivery, Customer Service, and Property Conditions Review - Lewis Center Main Post Office, Columbus, OH 22-042 01/10/2022
Mail Delivery, Customer Service, and Property Condition Reviews - Select Units, Portland, Oregon 22-001 01/05/2022
Service Performance During Fiscal Year 2022 Peak Mailing Season 22-039 12/14/2021
Mail Delivery, Customer Service, and Property Conditions Review - Vancouver Main Post Office, Vancouver, WA 22-032 11/30/2021
Mail Delivery, Customer Service, and Property Conditions Review - Piedmont Station, Portland, OR 22-030 11/30/2021
Mail Delivery, Customer Service, and Property Conditions Review - Parkrose Station, Portland, OR 22-029 11/30/2021
Mail Delivery, Customer Service, and Property Conditions Review - Beaverton Post Office, Portland, OR 22-031 11/30/2021
Efficiency of Operations at the Portland, OR, Processing and Distribution Center 22-028 11/30/2021
Deposit by Mail Controls at the U.S. Postal Service's Cincinnati, OH Network Distribution Center (NDC) 22-034 11/29/2021
Impact of Moving Air Mail to Surface Transportation 21-260 11/23/2021
Scanning Visibility Performance 22-012 11/08/2021
Delivery Operations - Undelivered and Partially Delivered Routes 21-262 10/13/2021
Transfer of Mail Processing Operations from Selected Facilities 21-240 09/17/2021
Improving Service Performance and Processing Efficiencies at Select Low Performing Facilities 21-243 09/13/2021
Mail Transport Equipment 21-229 09/08/2021
Efficiency of Surface Transfer Center in the Southern Region 21-212 08/13/2021
International Mail Operations and Performance Data 21-197 07/07/2021
Review of the Change of Address Systems and Availability 21-146 05/24/2021

Having a Problem with USPS Mail Delivery?

If you are having problems with day-to-day mail delivery and other USPS customer service related issues you may file a complaint online.

Additional information can also be found on the OIG Helpful Links page here.

If you have feedback for us regarding the information on this page, please email us at feedback-servperf@uspsoig.gov.