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Leading the way

USPS ranks first in new customer service survey

Customer service results
USPS is a leader in government customer service, according to a new study.

The Postal Service delivers better customer service than almost any other government agency, according to a report released this week.

USPS and the National Parks Service (NPS) tied for first place among 18 federal agencies included in Forrester Research’s consumer index. The rankings are based on a survey of 46,000 consumers who were asked to rate their experiences with 299 brands.

Forrester plans to issue a follow-up report with more specific information later this spring.

Improving customers’ experiences is a top priority for USPS. Efforts include expanding parcel delivery, making it easier to track packages online and reducing wait times in Post Offices.

Rick Parrish, a senior analyst for Forrester, said the Postal Service and NPS could serve as models for government entities such as, which ranked last among the 18 agencies in the study.

“No matter how effective and easy becomes — and it certainly isn’t either of those yet — it will never be an experience nearly as good as NPS and USPS until it also makes customers feel valued,” Parrish told the Nextgov news site.

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