Chapter 2: Postal Operations
D. Mail Volume and Service Performance
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First-Class Mail service performance results are measured through the Transit Time Measurement System (TTMS), which measures service performance from the time mail is entered into the system at an induction point until the time it is received in the home or small business. TTMS has been independently administered by PricewaterhouseCoopers under a contract with the Vice President and Consumer Advocate. With the sale of PricewaterhouseCoopers’ consulting unit to IBM, TTMS measurement activities will now be performed by IBM Business Consulting Services.

TTMS' main goal is to measure service performance from the customer's point of view. The information gathered determines the effectiveness of system performance in satisfying customer requirements. The External First-Class (EXFC) system is an external measurement system of collection box to mailbox delivery performance. EXFC continuously tests a panel of 463 ZIP Code areas selected on the basis of geographic and volume density from which 90 percent of First-Class Mail volume originates and 80 percent destinates. EXFC is not a system wide measurement of all First-Class Mail performance. The EXFC measurement system has been in existence since 1990. The independent EXFC system showed an average national overnight performance of 94 percent for 2002. National service performance for two- and three-day service commitment areas averaged 85 and 80 percent respectively.

Measuring customer satisfaction is an ever-evolving process. The Customer Satisfaction Measurement (CSM) process provides reliable and actionable information to Postal Service managers by identifying opportunities for improvement and focusing on overall customer satisfaction. CSM is composed of the following three components:

  • CSM-R — measures residential satisfaction.
  • CSM-B — measures business customer satisfaction.
  • CSM-EVB — measures event-based customer satisfaction.

The CSM survey process supports the goal of the Voice of the Customer under CustomerPerfect! Customer satisfaction is measured independently by The Gallup Organization through a contract with the vice president and consumer advocate.

The CSM-R results (See Table 2.2 below) showed that 93 percent of the nation's households rated Postal Service Overall Performance as "Excellent," "Very Good," or "Good" for2002.

A redesigned CSM-B survey was implemented in 2002 to better reflect business customers' expectations of delivery products and services and to better measure the success of the Postal Service’s corporate strategies. The survey was designed to provide more actionable data to field managers.

For the CSM-B, National Accounts reported an overall performance rating of 92 percent for the year. These business customers have been identified as the Postal Service's largest customers. Approximately 250 accounts are designated as National accounts.

The Premier accounts reported an overall performance rating of 93 percent for the year. These are the second largest group of business customers. There are approximately 14,000 Premier accounts.

Business accounts reported an overall satisfaction rating of 91 percent for the year. Business accounts are all other business customers not identified as National or Premier account companies or sites.

Table 2.2 Customer Satisfaction Ratings
Business and Residential Performance in 2002
Percent Rated Excellent/Very Good/Good





National Accounts





Premeir Accounts





Business Accounts





Residential Accounts





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Chapter 2 Table of Contents

A.  Public Perceptions, Customer
     Outreach and Mailer Liaison

B.  Product Development

C.  International Mail

D.  Mail Volume and Service

E.  Mail Distribution

F.  Delivery Unit Operations

G.  Stamp Services

H.  Licensing Program

I.  Commercial Sales

J.  Retail Programs:
     Building the Core

K.  Pricing and Classification

L.  Marketing Technology and
     Channel Management

M. The Internet:
     Transforming the Way We Connect
      with Our Customers

N.  Technology

O.  Operations Planning

P.  Financial Management