Service Performance Results
Customer Experience Measurement Results
The Postal Service has implemented a new Customer Experience Measurement (CEM) program in Fiscal Year 2010, providing an expanded view of the customer experience and a customer focused approach to measurement. CEM provides an end-to-end approach to assessing experience with the Postal Service from the customers’ perspective, including quality of service received.
2010 CEM Quarterly Performance (PDF) (HTML)
Mailing Services Measurement Results
The Postal Service™ measures service performance in terms of speed and reliability. Single-Piece First-Class Mail® includes letters, flats and parcels and is measured from collection box drop point to delivery. Presort First-Class Mail® includes commercial mail prepared by the mailers which is sorted to the finest extent required. Single-Piece First-Class Mail® International provides a measure of the domestic leg of travel for single-piece international mail.
Standard Mail® is a class of mail consisting of mailable matter that is not required to be mailed as First-Class Mail or Periodicals. Service performance for Periodicals (e.g. publications) and Package Services, which includes Parcel Post®, Bound Printed Matter, Media Mail® and Library Mail is measured from entry into the postal system to delivery. Special Services measures those services purchased in addition to the required postage such as Registered Mail™, Certified Mail™, Delivery Confirmation™, and Signature Confirmation™. Other types of service such as the timeliness of Post Office Box mail “uptimes” or the electronic transmission of data such as Confirm® are also included in Special Services.
2010 Single-Piece First-Class Mail® Quarterly Performance (PDF) (HTML)
2010 Single-Piece First-Class Mail® Service Variance (PDF) (HTML)
2010 Presort First –Class Mail® Quarterly Performance (PDF) (HTML)
2010 Presort First –Class Mail® Service Variance (PDF) (HTML)
2010 Single-Piece First –Class Mail® International Quarterly Performance (PDF) (HTML)
2010 Single-Piece First –Class Mail® International Service Variance (PDF) (HTML)
2010 Standard Mail® Quarterly Performance (PDF) (HTML)
2010 Standard Mail® Service Variance (PDF) (HTML)
2010 Periodicals Quarterly Performance (PDF) (HTML)
2010 Periodicals Service Variance (PDF) (HTML)
2010 Package Services Quarterly Performance (PDF) (HTML)
2010 Package Services Service Variance (PDF) (HTML)
2010 Special Services Quarterly Performance (PDF) (HTML)
2010 Special Services Delivery Information / Post Office Box Services (PDF) (HTML)
