Delivering the Future: a Balanced Approach
Five-Day Delivery is Part of the Solution

Chapter 2 - Listening to customers and stakeholders

As part of its study of five-day delivery, the Postal Service sought input from business and residential customers, mailing industry organizations, and postal unions and management associations.

The Postal Service commissioned market research to gauge the reactions of businesses and consumers to the idea, and conducted quantitative market research to gain knowledge about likely changes in mail volume if five-day delivery was implemented. Independent public opinion polls, most notably those conducted by the Gallup and Rasmussen organizations, asked Americans for their views about the value and future of the Postal Service, and their thoughts on five-day delivery. The findings of these polls were consistent with the market research conducted on behalf of the Postal Service that customers will accept five-day delivery and will adapt to the change.

Outreach meetings with mailing industry representatives were held in person and through webinars. In addition, meetings were held with and letters sent to union and management association leaders requesting their views on the impact of five-day delivery and concerns related to it.

One sentiment came through loud and clear: Customers overwhelmingly believe the Postal Service provides a valued service and should remain in business to serve the American people and would accept five-delivery to maintain the financial stability of the Postal Service.

The diversity of interest among stakeholders was reflected in their reactions. Most would accept five-delivery, while others had concerns or were opposed. The concerns included uncertainty about the timeline for implementation, flexibility during the holiday mailing season, mail processing challenges, impact on bulk mail production and printing schedules and contracts, and the potential effect on the Postal Service’s brand.

See Appendix A for a summary of the market research conducted on behalf of the Postal Service and written feedback from major commercial stakeholders. Also included is a section on customer outreach, with selected comments and observations on recurring themes drawn from the focus group sessions, outreach meetings and webinars.