Customer feedback for USPS?

The US Postal Service Office of Inspector General is asking for feedback on how the USPS did over the 2015-16 festive season.

The OIG released a statement saying, “For this year’s peak season, the Postal Service expected to deliver more than 600 million packages between Black Friday and New Year’s Eve. Per public reports, package volume was up by as much as 15 percent during the 2015 peak season compared to the 2014 peak season.

“To prepare for the increased package volume, the Postal Service extended its holiday hours and extra staffing  from November 21, 2015 to January 8, 2016. In addition, it added new package sorting equipment and delivered packages 7 days a week in select major cities beginning in late November.”

The OIG is looking for feedback along the following lines:

“Did you experience any performance issues with package processing between November 21, 2015, and January 8, 2016?”

“Would your experience during the 2015 peak season cause you to change package shippers during next year’s peak season – either moving from or to the Postal Service?”

“What changes can the Postal Service implement to improve its package processing performance during the peak season keeping in mind its lower shipping rates compared to the industry?”

The OIG is going to assess the response and release a report covering its findings in early July. It is well known that the USPS is struggling to readjust to the changes brought on by the digital world, and this public feedback approach may get a feel from the ground just what is happening from customers’ perspectives. As with most other postal operators it must deliver mail to customers but is increasingly making money from parcels instead of the loss making mail service. There will be internal figures on performance but the customer feedback should inform them how to present themselves to the public during this year’s peak period.