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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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Highlights

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.

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Topics

Government Operations
Competitive advantageCustomer serviceEmployee incentivesGovernment information disseminationPostal serviceProprietary dataQuality assuranceReporting requirementsSurveysCustomer satisfaction