Why GAO Did This Study
USPS, one of the largest customer service organizations in the United States, has struggled to operate as a self-financing entity due primarily to declining mail volumes and increased costs. USPS has cited providing quality customer service as one of its goals and highlights customer service as important in sustaining its business. Despite creating an Office of Customer Experience in 2018, USPS continues to miss many of its stated goals related to customer experience and service.
GAO was asked to review how USPS handles residential customer complaints, including cases where customers may be experiencing repeated service issues. This report (1) describes USPS's processes for addressing and tracking residential customer complaints and (2) identifies the number and nature of residential customer complaints and how USPS uses residential customer complaint data. GAO reviewed and analyzed USPS's public reports and internal documents associated with customer complaints. GAO analyzed customer complaints data to, among other things, identify the number of residential addresses that reported repeated service complaints in fiscal year 2020. GAO used fiscal year 2020 data as all data shared the same fields and were collected under the current software system. GAO also conducted interviews with relevant USPS officials and staff to understand the processes and tools USPS uses to collect, address, and monitor complaints.
For more information, contact Jill Naamane at (202) 512-2834 or NaamaneJ@gao.gov.
Full Report
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