To obtain quantitative measures of customer opinions of Postal performance, the Postal Service has operated a customer experience measurement survey. Approximately 280,000 residential and 280,000 small/medium business customers responded to surveys in FY2013 for response rates of 15 percent and 10 percent respectively. In past years, these surveys have been a barometer of customer experiences such as sending and receiving mail, as well as visiting our Post Offices and contacting us in other ways.
Based on what our customers are telling us, we need to focus more on how we can make their experience contacting us a better one. That said, the Postal Service is now moving beyond general survey data to capture and analyze specific complaints, compliments, verbatims and postings directly from the customer.
