	Introduction

Most Americans use the U.S. mail service. Increasingly, it is focusing on customer needs, expectations, and perceptions. We were also to determine (3) the steps that the Postal Service is taking to improve customer satisfaction using CSI and other data and (4) any additional steps the Service could take to improve customer service and thereby improve customer satisfaction. Opportunities Exist to Improve the Dissemination and Potential Use of Customer Satisfaction Data

The Postal Service makes extensive internal dissemination of residential CSI data to track customer satisfaction and identify opportunities to improve customer service. Moreover, the Service has gathered business CSI information but has not disseminated it internally or to Congress. In recent years, the Service has reduced the amount of residential customer satisfaction data and other performance data provided in required annual comprehensive statements to Congress. 2.1.) 2.4-2.6.) Competitors could target their market development efforts to these areas. We did not review the business customer satisfaction data compiled by Gallup, but such data would seem useful to Postal Service management for improving customer service and to Congress for its oversight activities. Numerous National and Local Initiatives Undertaken to Improve Customer Service

Using residential CSI data and other performance indicators, the Postal Service has begun numerous efforts to improve customer service and reduce significant levels of customer dissatisfaction. Its initiatives since 1990 include the following. The Service’s measures of residential customer satisfaction and its delivery performance support this notion. 3.1.) As a result, we could not determine whether the satisfaction of these customers is better or worse than residential customers and if business customer satisfaction has improved since it was first measured in early 1994.
Why GAO Did This Study

Pursuant to a congressional request, GAO reviewed the U.S. Postal Service's (USPS) efforts to measure, report and improve customer satisfaction, focusing on: (1) the extent to which USPS distributes customer satisfaction data for use internally and by Congress; (2) whether USPS can improve the distribution of such data; (3) how USPS is using customer satisfaction and other data to improve customer service; and (4) additional steps USPS could take to improve customer satisfaction.

What GAO Found

GAO found that: (1) USPS widely distributes residential customer satisfaction data for internal use to improve customer service, but has reduced the amount of performance data it provides to Congress; (2) USPS does not distribute business customer satisfaction data internally or externally because USPS fears compromising its position in an increasingly competitive market; (3) adequate distribution of business customer data could help USPS assess and improve business customer service; (4) although USPS has initiated numerous innovative efforts to improve customer service and satisfaction since 1990, residential customer satisfaction has remained relatively constant; (5) USPS has not developed a well-coordinated overall national strategy for improving customer service or focused on areas causing the most customer dissatisfaction; and (6) USPS has not always made the best use of customer satisfaction and other performance data to evaluate its initiatives, but it is studying ways to improve the use of all of its performance measures to improve customer satisfaction.