U.S. Postal Service:

Tracking Customer Satisfaction in a Competitive Environment

GGD-93-4: Published: Nov 12, 1992. Publicly Released: Nov 17, 1992.

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Pursuant to a congressional request, GAO evaluated the reliability of the U.S. Postal Service's Customer Satisfaction Index (CSI) survey and assessed the Postal Service's business practice of not publicly disclosing all CSI results.

GAO found that: (1) CSI was a statistically valid survey for measuring customer satisfaction and the quality of postal services; (2) 87 percent of the respondents to the most recent CSI survey rated the Postal Service good, very good, or excellent on its overall service; (3) 14 percent or less of the respondents rated the overall service unfavorably; (4) 20 Management Service Center (MSC) reports showed that the overall performance scores were generally higher than the scores received on specific service dimensions; (5) the Postal Service has implemented an employee incentive awards program to reward its employees for year-to-year improvements and division-level increases in customer satisfaction; (6) the Postal Service's reporting policy on CSI was to make overall national, regional, division and MSC satisfaction results available to the public, except for detailed information in identifiable geographic delivery areas; and (7) the Postal Service did not release detailed information on customer satisfaction surveys to the public because its competitors may use the information to their advantage.

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