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Our Customer Experience Measurement (CEM) program identifies gaps in our service and customer expectations by collecting input from customers on how we can improve their experiences. CEM provides a detailed view of customers’ experiences as they send and receive mail, visit our Post Offices and contact us to obtain information or to report a problem. Data from CEM is also used to meet the requirements of the Postal Accountability and Enhancement Act of 2006 to provide annually the degree of customer satisfaction with our market-dominant products.
We receive additional information through analysis of customer inquiries, complaints and claims, reviews of articles in the media and online comments. We also conduct market research on a number of topics. This data is validated through independent analysis conducted by firms such as the American Customer Satisfaction Index, which has rated USPS as the most improved service of all firms measured since their survey program began in 1994.
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