Customer Experience Measurement Results
The Postal Service implemented the Customer Experience Measurement (CEM) program in Fiscal Year 2010, providing an expanded view of the customer experience and a customer focused approach to measurement. CEM provides an end-to-end approach to assessing experience with the Postal Service from the customers’ perspective, including quality of service received.
Service Performance Targets FY2013 Market Dominant Products PPT
Mailing Services Measurement Results
The Postal Service™ measures service performance in terms of speed and reliability. Single-Piece First-Class Mail® includes letters, flats and parcels and is measured from collection box drop point to delivery. Presort First-Class Mail® includes commercial mail prepared by the mailers which is sorted to the finest extent required. Single-Piece First-Class Mail® International provides a measure of the domestic leg of travel for single-piece international mail.
Standard Mail® is a class of mail consisting of mailable matter that is not required to be mailed as First-Class Mail or Periodicals. Service performance for Periodicals (e.g. publications) and Package Services, which includes Standard Post™, Bound Printed Matter, Media Mail® and Library Mail is measured from entry into the postal system to delivery. Special Services measures those services purchased in addition to the required postage such as Registered Mail™, Certified Mail®, USPS Tracking™, and Signature Confirmation™. Other types of service such as the timeliness of Post Office Box mail “uptimes” or the electronic transmission of data such as Confirm® are also included in Special Services.
2013 Single-Piece First-Class Mail® Quarterly Performance PDF | HTM
2013 Single-Piece First-Class Mail® Service Variance PDF | HTM
2013 Presort First –Class Mail® Quarterly Performance PDF | HTM
2013 Presort First –Class Mail® Service Variance PDF | HTM
2013 Single-Piece First –Class Mail® International Quarterly Performance PDF | HTM
2013 Single-Piece First –Class Mail® International Service Variance PDF | HTM
2013 Standard Mail® Quarterly Performance PDF | HTM
2013 Standard Mail® Service Variance PDF | HTM
2013 Periodicals Quarterly Performance PDF | HTM
2013 Periodicals Service Variance PDF | HTM
2013 Package Services Quarterly Performance PDF | HTM
2013 Package Services Service Variance PDF | HTM
2013 Special Services Quarterly Performance PDF | HTM
2013 Special Services Delivery Information / Post Office Box Services PDF | HTM