Postal customer satisfaction declines

A U.S. Postal Service inspector general audit reported a 9 percent increase in negative postal customer feedback between fiscal 2012 and fiscal 2013, reports Government Executive.

Twenty percent of customers indicated that postal employees treated them “worse than other retailers.” The IG report estimated that dissatisfaction with what customers perceived as "rude" postal workers could cost USPS as much as $300 million in the current fiscal year.

One problem, the auditors suggested, is that collective bargaining agreements require managers to choose postal sales associates based on seniority—not on whether they are suited for the position. But a postal union cited in the report maintained that the real problem is a lack of sufficient staffing, the article noted.