WASHINGTON, D.C. — The U.S. Postal Service says it improved delivery performance and customer satisfaction during the latest holiday shipping season after investing in new technology and changes to logistics planning and execution.
The agency said mail items and packages were delivered within 2.5 days on average across 16 billion pieces of volume, compared with 2.8 days during the same period a year earlier, covering Nov. 15 through Jan. 9.
USPS also reported higher on-time delivery scores “virtually across the board,” with its best performance in last-mile Destination Delivery Units, or DDUs. The agency said the DDU space will be the focus of a USPS bid solicitation process that begins later this month.
“These results reflect the tenacity of our workforce as well as the network improvements we continue to implement,” said Postmaster General and Chief Executive Officer David Steiner. “We will keep improving service throughout the coming year — optimizing our network, strengthening reliability, improving delivery times, and ensuring high value products and services for residential and business customers in every community we serve.”
USPS said customer service demand also eased compared with last year’s holiday season, reporting a 23% reduction in calls to its Customer Care Center (1-800-ASK-USPS) and a 44% decline in package-related customer service inquiries.
Overall customer experience scores tied to customer inquiries, based on customer satisfaction surveys, rose by 6.4 percentage points from the same period last year, the agency said.
“Customers entrusted us with billions of letters, cards, and packages, and we delivered—faster than last year and with strong consistency across the network,” said Deputy Postmaster General, Chief Operating Officer, and Chief Human Resources Officer Doug Tulino.
