The Customer is the Focus of All that We Do

Cost cutting and revenue generation are two of the cornerstones USPS is using to build a firm foundation for the future. But service is the top priority, with customers being the focus of everything the Postal Service does.

During the past 10 years, USPS has established a record of unprecedented service improvements. Customers have rewarded these efforts, giving USPS high marks for delivering affordable, dependable service.

On-time delivery of First-Class Mail has steadily increased during the decade to record-high levels. Customer satisfaction also has broken records. Service measurement — historically limited to First-Class Mail, Priority Mail and Express Mail — has been expanded to include all market-dominant classes of mail, including Standard Mail and Periodicals, Package Services and Special Services.

Customers trust employees to protect their information and privacy. USPS is perennially named in surveys as the most trusted federal agency and is consistently ranked in the top 10 of most-trusted businesses.

USPS has developed scanning and tracking technologies — and the information-rich Intelligent Mail barcode (IMb) — to meet the needs of a rapidly evolving mailing industry. USPS also is using technology to expand customer reach and convenience. More than 1.2 million customers visit usps.com each day — where they can use Click-N-Ship to print postage and labels from any computer. Automated Postal Centers in retail lobbies and Carrier Pickup have made mailing and shipping with USPS easier than ever. And this year’s census mailings — the largest in history — was a successful test of IMb.

Innovative partnerships have helped improve service and expand access. Agreements with FedEx and UPS for air transport of mail and last-mile delivery of packages have spawned a new word — “coopetition.” Alliances with online enterprises such as eBay and licensed partners that allow customers to print postage from their computers are examples of how USPS is navigating in an increasingly digital world and meeting the needs of its customers.