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. 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 three target categories?

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.

What fiscal quarters does the dashboard include?

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

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
Cremated Remains 23-018 11/15/2022
Supply Management’s Investment Recovery 22-185 11/08/2022
Serving America: Contract Postal Unit & Village Post Office Operations 22-201 11/07/2022
Management Alert - Missing, Lost, or Stolen Arrow Key Data 22-178-1 10/31/2022
Mail Delivery, Customer Service, and Property Condition Reviews - Select Units, Atlanta, GA Region 22-181 10/31/2022
Mail Delivery, Customer Service, and Property Conditions Review - Edgemoor Station, Wilmington, DE 22-208-5 10/19/2022
Late Trip Payment Process for Highway Contract Routes 22-202 10/19/2022
Efficiency of Operations at the Wilmington, DE, Processing and Distribution Center 22-206 10/19/2022
Efficiency of Operations at the Philadelphia Processing and Distribution Center 22-207 10/19/2022
Mail Delivery, Customer Service, and Property Conditions Review - Lancaster Avenue Station, Wilmington, DE 22-208-6 10/19/2022
Mail Delivery, Customer Service, and Property Conditions Review - North Philadelphia Station, Philadelphia, PA 22-208-3 10/19/2022
Mail Delivery, Customer Service, and Property Conditions Review - Marshallton Branch, Wilmington, DE 22-208-4 10/19/2022
Mail Delivery, Customer Service, and Property Conditions Review - Logan Station, Philadelphia, PA 22-208-2 10/19/2022
Mail Delivery, Customer Service, and Property Conditions Review - Germantown Station, Philadelphia, PA 22-208-1 10/19/2022
Address Management System for Rural Routes 22-200 10/13/2022
Mail Delivery, Customer Service, and Property Condition Reviews - Select Units, New Jersey District 22-170 10/06/2022
Assessment of U.S. Postal Service Trailer Utilization 22-186 09/26/2022
Service Performance of Election Mail during the November 2022 Midterm Election 22-187 09/22/2022
Highway Contract Route Trips Not Performed 22-193 09/19/2022
Postal Service Non-Career Turnover Follow-up 22-180 08/23/2022
Delivery Operations - Undelivered and Partially Delivered Routes 21-262 10/13/2021

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.