In 2001, the Postal Service processed and delivered over 207 billion pieces of mail to a delivery network that grew by 1.7 million new addresses. We accomplished this with fewer employees and fewer work hours than last year. We managed to cut our costs by $900 million while maintaining the record service performance and high levels of customer satisfaction.

EARNING YOUR TRUST
Your trust is important to us. So, we make it our business to earn that trust with consistent on-time delivery. External First-Class Mail (EXFC) delivery scores, independently recorded by PricewaterhouseCoopers, showed that 94% of First-Class Mail destined for next-day delivery received overnight service, maintaining record performance for a second straight year.

Customer satisfaction measurements showed that 92% of households surveyed maintain a positive view of the Postal Service, rating their level of satisfaction as “good,” “very good,” or “excellent.”

ADDING CONVENIENCE WITH SHIPPING TOOLS
The Shipping Center at www.usps.com enables customers to print Priority Mail with Delivery Confirmation shipping labels right from their home or office computer.

Customers can choose from domestic and international shipping options for speed, economy and value, order shipping supplies and, using Web Tools, find the best ways to ship efficiently.

MAKING MOVING EASIER
We didn’t overlook the individual mailer, either. We’ve made moving easier for the 40 million Americans who change residences each year with Internet Change-of-Address (ICOA) service. Customers can complete and submit their change-of-address form online. ICOA is an enhancement to the MoversNet™ site on www.usps.com, which allowed customers to print, complete and submit the form to a Post Office. The enhancement reduces the costs of manually processing these forms and improves address quality. Net result? Better service.

BREAKING DOWN BARRIERS
We translated into Spanish and Chinese the top 10 forms most commonly used by our customers such as Certified Mail, Insured Mail and Money Orders. The change will help reduce long lines and increase business among minorities.

...INDIVISIBLE...

EXFC externally measures collection box to mailbox delivery performance. EXFC continuously tests a panel of 463 ZIP Code areas on the basis of geographic and volume density from which 90% of First-Class volume originates and 80% destinates. EXFC is not a system-wide measurement of all First-Class Mail performance.