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Service Performance

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 USPS 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.

This dashboard includes fiscal quarter scores for the last five years. Please see FAQs below for more information regarding this dashboard.

OPEN SERVICE PERFORMANCE PROJECTS

Project Title Date Report Number
Mail Delivery, Customer Service, and Property Conditions Review - Princeton Branch 23-050-4
Mail Delivery, Customer Service, and Property Conditions Review - Flagler Station 23-050-3
Mail Delivery, Customer Service, and Property Conditions Review - Doral Branch 23-050-2
Mail Delivery, Customer Service, and Property Conditions Review - Allapattah Station 23-050-1
Efficiency of Operations at the Miami Processing and Distribution Center 23-049
Service Performance During the FY 2023 Peak Mailing Season 23-025
Fiscal Year 2022 Capping Report - Mail Delivery, Customer Service, and Property Condition Reviews - WestPac Area 23-030
Cremated Remains 23-018
Postal Service’s Development and Communication of Sorting and Delivery Centers 22-203
Address Management System for Rural Routes 22-200
Late Trip Payment Process for Highway Contract Routes 22-202
Postal Service Non-Career Turnover Follow-up 22-180
Highway Contract Route Trips Not Performed 22-193
Assessment of U.S. Postal Service Trailer Utilization 22-186
Service Performance of Election Mail for the 2022 Mid-Term Election 22-187

SERVICE PERFORMANCE FAQ

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.

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.

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.

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.

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.

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

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

FY 2022 (Current) – Period represents current service targets, the Postal Service implemented new Service Standards for First-Class Mail and Periodicals on October 1, 2021.

FY 2021 (COVID Period) – Period represents targets the USPS Board of Governors approved on May 6, 2021, these service targets account for the impacts of COVID-19 on service.

FY 2018 to Q2 FY 2020 (Pre-COVID) – Period represents service targets before COVID-19.

The dashboard includes scores for fiscal quarters for the last five years.

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

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.

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.

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.