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- Household demographics are shaping attitudes and behaviors about the use of mail for applications such as bill payment. Younger consumers have grown up with alternatives, and cannot automatically be expected to repeat the pattern of mail use of previous generations. The "Baby Boomer" generation will be healthier, wealthier, live and work longer, and be more mobile than previous retiree generations.
- When making a purchase and shipping decision, customers are increasingly aware of the importance of the entire order and fulfillment process, and they balance the total cost with value. Timely information on the status of an order and the anticipated delivery date have become a baseline customer expectation.
- Customers are demanding services tailored to their needs. They want a choice of features and the option to bundle or unbundle services. They expect customer support, such as Web sites and help desks, to be part of a product offering. They will use multiple channels for different purposes, perhaps collecting information and comparing options through one channel and completing a purchase through another.
The two charts at the left illustrate a range of expectations for total mail and First-Class Mail volumes from 2006 through 2010. In each chart, the Baseline scenario (center line) reflects historical volumes and econometric projections. The Baseline assumes implementation of postage rates as requested in the R2005-1 Public Law 108-18 rate case filing, a further increase in 2007, and annual increases at a rate approximating the Consumer Price Index (CPI) in the years thereafter. The Optimistic scenario (top line) in each chart assumes less electronic diversion and a stronger economy. The Pessimistic scenario (bottom line) assumes the opposite - increased electronic diversion and an implied slower economic growth.