The Postal Service™ Social Business Intelligence team would like to inform all postal employees that they may access a powerful, useful tool: the Social Media Heatmap.
The Social Media Heatmap is an interactive platform that provides users with a visualization of customer feedback, including social media customer support conversations and online reviews. This platform is available to anyone with a USPS® email address. Permission to gain access is granted by one’s supervisor after making a request in ARIS. (See blue.usps.gov/corpcomm/_pdf/social-media/heatmap-aris-instructions-2-0.pdf.)
Heatmap data can be filtered according to a user’s need. For example, users can filter for timeframe, type of customer concern, and geographically by area, district, or ZIP Code. As an example, Field managers and postmasters can use Heatmap data as a customer service performance indicator and to identify patterns. Data can be used to recognize operational excellence or to find opportunities for improvement. It’s part of the selection criteria for the 5-Star Banner Program.
There are two versions of the Social Media Heatmap:
The Social Customer Data Heatmap provides a visualization of data used by the Postal Service’s Social Customer Response team to address customer issues shared on the agency’s official Facebook and X/Twitter accounts via a public post or a private message.
The Review Data Heatmap provides a visualization of online customer reviews left on over 30 sites, including Google, Yelp, and Yellow pages. On each of these platforms, customers can submit reviews for Post Office™ locations they have visited and provide an experience rating of 1 through 5 (1 being the lowest possible score, 5 being the highest possible score.)
By reviewing both social customer response data and online reviews interfaces, Heatmap users are provided with thorough, valuable information and insight into the local and national postal customer experience.
To learn more about the Social Media Heatmap, go to blue.usps.gov/corpcomm/social-media/heatmap.htm. Additionally, prospective users may email Mary Beth Levin at mary.b.levin@usps.gov for more information. New and active users may also wish to attend a virtual weekly office hour to ask questions and share their experiences with using the tool.
— Social Business Intelligence,
Corporate Communications, 9-4-25
