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Performance Indicators and Measurement Systems

Since 1990, First-Class Mail service performance has been measured by an independent reporting organization, using test pieces sent and received by trained panelists. The External First Class Measurement (EXFC) System is an external measurement 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 volume originates and 80 percent destinates. EXFC is not a system-wide measurement of all First-Class Mail performance. The system mirrors the consumer experience, but does not reflect volumes entered by large mailers or intermediaries. Service for these customers is addressed separately, using systems such as the Business Services Network (BSN).

The External First-Class Measurement (EXFC) system is statistically reliable and is validated by comparative analysis with the Postal Service's internal Origin—Destination Information System (ODIS), and externally by the Customer Satisfaction Measurement (CSM) survey.

Express Mail is measured with the Product Tracking System (PTS), an internal measurement from retail to mailbox delivery. All domestic ZIP Code areas are included. All pieces are scanned at acceptance and upon delivery. The system is validated by the Express Mail Validation System (EMVS), an external system which compares EMVS delivery results to PTS information for the test mail pieces. The validation report provides a side-by-side comparison of what PTS and EMVS indicate are the percent of mailpieces meeting the PTS service standard. Priority Mail will be measured by an internal measurement system that uses Delivery Confirmation scans. Service will be validated by the Priority Mail validation system, an external measurement.