GAO – U.S. Postal Service: Customer Complaints Process

The U.S. Postal Service’s financial viability has been on our High Risk List since 2009. Declining mail volumes and increased costs have made it harder for USPS to cover all its costs. USPS cites quality customer service as important to sustaining its business.

We looked at USPS’s process for addressing residential customer complaints. In fiscal year 2020, USPS received 10.7 million complaints, with 69% of those related to missing or delayed packages.

USPS started using a new software system in 2019 to track complaints and customer service issues. The system collects more detailed data and may help identify the causes of some problems.

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