U.S. Postal Service: Never(more) on Saturdays

Posted by in Customer Service


“Neither snow, nor rain, nor gloom of night, stays these couriers from the swift completion of their appointed rounds.” These words, ascribed to Herodotus in 530 B.C., are the official motto of the U.S. Postal Service. Herodotus could not have imagined that over 2500 years later, a failing economy, rising costs and digital communications like email and texting would finally stop postal workers in their tracks. At least on Saturdays. 

 

Some may say it was inevitable. The U.S. Postal Service has long been used as a model for poor customer service—slow, inefficient and costly. Now that the service is being cut, one new study claims that it is the most efficient postal service in the world. Yes, the most efficient. A new study by economists tested the efficiency by mailing letters to 10 false addresses in 159 countries from a post office in Cambridge, Massachusetts. They then tracked them to see how many were returned and how long it took for them to return.  Not surprisingly, all 10 letters mailed to an address in the United States were returned the quickest. El Salvador was next in line with Luxembourg the slowest.

 

Of course, mail sent from the U.S. to a fake address in the U.S. would be returned the fastest! Still, the study was cited to show the U.S. postal service was the most efficient in the world at delivering mail.Studies and statistics can be used to make all kinds of claims. The article, “Is the U.S.Postal Service The World’s Most Efficient,” points out some weaknesses in the study.

 

The study was one-sided. All letters were mailed from the United States. The author asks if the results could have been different if the letters were mailed from, say, Mongolia. Before making the statement that the U.S. is the best, the study could have tested delivery from other countries as well. Often companies look at one aspect of a delivery system or process and declare it “the best” without examining it from all angles. Incomplete testing can give a false sense of customer service.

 

Foreign countries may not be as concerned about rerouting mail halfway across the world. Rerouting mail within the U.S. is relatively easier than returning a letter from New Zealand. How many customer service decisions are based on how easy it is for the company to respond instead of the inconvenience of the customer? A misdirected letter may have important information, documents or a check which is of major importance to the recipient. The customer is more important than the inconvenience of fixing an error or the effort to make things right.

 

Another possible reason for the delay from foreign countries is distance from the customer. Not many customers are going to make an International call to talk to a customer service rep. If the call is free, as it is within most countries, customers don’t think twice about calling customer service. How many digital phone services have the capability to make international calls? How do you make one from your Smartphone? The foreign countries in the study may not have hustled to get the letters returned because they didn’t fear calls from angry customers. 

 

One positive review online doesn’t mean your service is four-star. In the same way, a few irate customers in one day don’t mean that a customer service rep is incompetent. Companies have to gather large amounts of data over a period of time to get a clear picture of customer satisfaction. They can’t manufacture studies or manipulate data to prove excellent customer service. Your service is only as good as your next happy customer. Consistency, efficiency and friendliness every day for each customer will keep the company open for business and employees on the job.

 

Photo Source: Freedigitalphotos.net

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  • Tyrone T
    Tyrone T
    I'm from a postal family.  While them cutting the Saturday service is tough, it's not the end of the world. However, the USPS need to be ALLOWED to EVOLVE.  Congress did them dirty with the Postal Accountability and Expenstion (???) Act of 2006.  Congress needs to unchain the Post Office from it's stupid regulations.
  • Sarah C
    Sarah C
    My Dad was a letter carrier when I was growing up, and back then, sleds didn't even come in a box, just a tag on it. I feel that since Sat. is only a 1/2 day, that if they can save money and give workers a whole weekend off, 1/2 day won't make a big difference. There are still some services on Sat.
  • Gilbert C
    Gilbert C
    Why can people leave well enough alone.  Instead of complaing about a a survey and downing the US Postal Service, talk about what service is going to cost if the USPS is privatization.  Approx 800% more than what we pay right now.  Just ask Canada.   There is no going back.  Keep complaining, and screw it up for our kids.
  • Denise S
    Denise S
    I feel that the postal office does work effective and if I have issues with my mail; it is expedited quickly through the main Post Office. I feel that the post office should deliver mail on Saturday.
  • julia j
    julia j
    i feel that they should continueto deliver mail on saturdays.they have always been good servers to me. i would miss the saturday delivery.
  • George Jacob
    George Jacob
    I'm all for the Post Office and giving it due credit. I can't understand how it's become vilified in recent memory. Privatizing makes no sense to me: there's no way that a company like FedEx can deliver a letter to any address in the US for 46 cents. (Nor would FedEx want to.) What the USPS does is incredible.

    For anyone interested in a great article about the Post Office, check out Jesse Lichtenstein's "Do We Really Want to Live Without the Post Office?" from the February 2012 issue of Esquire. (It's available online.)
  • Mildrianne C
    Mildrianne C
    It was bound to happen due to today's digital age. Our society is about rapidness. Email, texts, social networking provides all that.
  • James L
    James L
    This is a relatively simple to operate portion of the government. How can you trust to expand the bloated government when it can't handle this. Even FED X, or UPS, could make it work and make money. Not even a 1% chance they would only break even. Government is too big with too little education at the top. People Love the post office!
  • Shelly B
    Shelly B
    The post office does a very good job. I don't see anything wrong with cutting Saturday service.
  • Larry D
    Larry D
    Good postal service over all but efficient, no. Huge cost and negative budgets. Maybe too many top bonus payouts to top employee(s). Another disgraceful government program that costs taxpayers way too much.  Just look how well the competition is doing, ie, UPS, and a few others.  Even the internet provides a better way except for package delivery. How about a better business manager for the entire process?  Most of the postal service is just paper shuffle.  Supermarkets provide a better postal service locally than local post offices and cheaper.
  • FLOR J
    FLOR J
    I think the US Postal Serv have done an incredible great  job all these years. I am from the old school and think about other people whom may still need the conventional service.  No computer, no internet who can they count on?  I'm still getting mail with important documents not to mentioned... my christmas cards from old time friends.Surely will miss the mail on saturdays
  • Christopher G
    Christopher G
    Indeed All companies lack in customer service.Some more than others.Fact remains ' customers are number one.Rather than playing the blame game.We ought to be more focused on  the Recruiter.Now the question is shot back on who tried to put a dream team together?Either way, we All have to except the fact that we are here to serve and not be served.Then we can enjoy our checks upon received.
  • Stuart S
    Stuart S
    I believe the mail service should deliver mail 6 days a week. If it means we pay a little more so be it. Where could send a letter across our country for the price we pay now. It really is a deal.
  •  Suellyn S
    Suellyn S
    I hate to think we will not receive mail on Saturday any more but if it will keep postal people in their jobs then I feel it is best to let it go on Saturday.  I think they should keep their benefits.  
  • Andre H
    Andre H
    You think the postal service is not the best? try other countries. try to change your address for instance, in canada, it will cost you, the US Postal Service doesn't charge. On second thought, with the price of gas these days, you personally couldnt get far on 46 cents, yet the post office will take your letter across the country for that. try to use another carrier for your average mail, see how much it will cost you then, good luck.
  • Bobbie B
    Bobbie B
    The post office does a very good job. I don't see anything wrong with cutting Saturday service. 95% of my mail is monthly bills and they are closed on Saturday. Keep up the good work postal service!
  • Earl M
    Earl M
    Watch out how you cut services!
  • Anita C
    Anita C
    With saturday delivery being removed they will be many part time postal employees collecting unemployment who will have their hours cut back drastically, also the retail offices are open and there will still be mail to process on saturdays.  Also many of the postal issues are due with having to pay  retirement benefits up front every year, which in order to get out of that congress has to approve it.  
  • Jeff R
    Jeff R
    U.S. Postal service, I used them every chance I get. email sucks because 90 % of the time there is no reply. I have sent important messages ( to state gov's) and got nothing. Sorry I like paper trails. Ive got proof of when I sent it. email  Yeah I know when i sent it, but was it ever recieved????????? If the Postal Service needs to cut costs? I'm fine with no Sat.deliveries. I have the weekend off why should'nt they have it off.
  • Shontel S
    Shontel S
    I don't think that Saturday mail should stop. I think it would be crazy do to i think the mail that was suppose togo out on Saturday would not come on Monday i think the mail would be back up. So i say yes to keeping Saturday mail.
  • Careese T
    Careese T
    The information is not surprising.
  • Kirk M
    Kirk M
    Yes, no Saturday deliveries, plus make the city carriers salary also, just like the rural carriers. No overtime, less benefits and less supervision.
  • jeff s
    jeff s
    like saturday mail
  • Patricia F
    Patricia F
    I think the postal service should have come up with a different way to solve their budget issue.  Their budget issues have been going on for years and they have not been held accountable for them.  The answer has always been to increase prices and now it's to delete service.  All of us Americans have been forced to do more with less, how about the USPS trying it without putting it on our backs.  Maybe some of you big shots at the Post Office should try a pay cut for yourselves to help solve your problems.
  • Jeffrey t
    Jeffrey t
    yes it does seem like it takes forever for the mail to be delivered  an when u write on a letter that  a person doesnt live there anymore their mail still gets sent to that address its like no one reads anything anymore

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