An inspector general report has cited what it calls two “schemes” to make USPS customer service data seem more positive, adding that while one appeared to be limited, another was broader and involved management pressuring employees to go along.
The review focused on what is called the C360 customer satisfaction survey, which the USPS is required by law to report annually to the Postal Regulatory Commission and which showed a 5 percent increase over fiscal years 2023 to 2025. The IG found that gain was “driven, in part, by nationwide manipulation of C360 scores through two schemes, impacting over 124,000 of 3.8 million” customer satisfaction surveys used to produce the satisfaction scores in that time.
The report recounted that customer service requests—in person, online or by phone—can trigger invitations to the customers about their satisfaction with the response. Ratings from customers regarding individual employees are collated by post office, then by district, then by area and ultimately into the national score.
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