Customer Perceptions of the U.S. Postal Service During the COVID-19 Pandemic   [open pdf - 2MB]

From the Executive Summary: "The emergence of the novel coronavirus disease (COVID-19) caused a global pandemic as countries closed their borders and once-bustling streets stilled. Within the United States, various states, counties, and cities issued shelter-at-home orders, social distancing guidance, or both. As the virus spread throughout 2020, the U.S. Postal Service remained a valuable and essential institution for individuals and families who were increasingly relying on mail for deliveries of online goods. The U.S. Postal Service Office of Inspector General (OIG) conducted a survey to better understand customer needs, wants, and perceptions of the Postal Service during the pandemic. This research provides a snapshot of customer behavior and perceptions during calendar year 2020, as well as self-reported expectations for potential future behavior. We fielded a nationally representative survey in October 2020. When appropriate, we compared these results against previous OIG survey data in order to analyze changes in behavior across four years. This research revealed that Americans perceived mail to be important, and many held generally favorable views of the Postal Service overall during the pandemic. When asked about specific aspects of the Postal Service, however, respondents were less familiar with their letter carriers, more dissatisfied with post office wait times, and less satisfied with the timeliness of their mail deliveries compared to previous years."

Report Number:
U.S. Postal Service, Office of Inspector General, Report No. RISC-WP-21-002
Public Domain
Retrieved From:
Oversight.gov: https://www.oversight.gov/
Media Type:
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