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Postal perceptions

Customer surveys revised to gather better info

Retail associate helping customer
USPS is improving its customer experience surveys, part of a broader effort to strengthen customer service.

Postal Service employees will see changes in several customer experience surveys beginning this month.

To better identify what matters most to its customers, USPS is standardizing the first three questions in the following surveys:

  • Retail point of sale
  • Delivery
  • Customer Care Center
  • Business Services Network
  • Enterprise customer care
  • Business Mail Entry Unit

One of the standard questions in these surveys will ask: “How likely are you to recommend the USPS to a friend or colleague?”

This question will be used to calculate the Net Promoter Score, an alternative measure of customer loyalty used by more than two-thirds of Fortune 1000 companies.

Feedback from the revised surveys will be evaluated to improve the overall customer experience survey program starting in fiscal 2018, which begins Oct. 1.

The update also aims to simplify surveys and increase response rates.

There will be no changes to the current National Performance Assessment, an online system that collects metrics across the organization.

USPS is encouraging employees to continue promoting the importance of completed customer experience surveys.

Employees with questions can send an email to

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