Postal Service Looking for Feedback

October 6, 2005

The United States Postal Service is looking for some help.

A customer satisfaction survey from the USPS arrived in my mailbox this week and opened with: "Dear Valued Customer: How are we doing?"

The Gallup Organization "will compile the results to help us decide where and how we can improve our service to customers," the letter said.

It offered the option of completing the 28-question survey and returning it in a postage-paid envelope, or I could provide the feedback via the Web.

Recipients are asked to rate the USPS in several categories based on experiences during the past 30 days. The questions cover such things as time spent waiting in line at the post office window, the number of visits to the post office during the past 30 days, change-of-address orders and if I operated a business from my home. I was also asked to give my opinion of the USPS' Web site.

But what I didn't see was any reference to the reported 5.4 percent increase set for January. The 28th and final question is set aside for additional comments. Here's my comment: taking a bite out of the pockets of consumers and businesses is not appreciated. With the increased cost of fuel threatening the economy, a postal increase in 2006 represents more difficulty for those who rely on the USPS.

It may be time to consider eliminating Saturday service. And it's difficult to believe that an organization as large as the USPS doesn't have a significant amount of fat that can be trimmed.

By Glenn J. Kalinoski, Executive Editor, Customer Inter@ction Solutions