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USPS scores lower on customer satisfaction, on-time delivery in fiscal 2021

February 2, 2022
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The Postal Service, following smooth operations during the recent holiday season and the ongoing delivery of free COVID-19 rapid tests to households, is moving past some of its worst pandemic struggles.

The pandemic, however, remains an ongoing challenge for the agency’s day-to-day operations.

Data from the last fiscal year shows that USPS is still struggling to meet annual goals for on-time delivery and customer satisfaction. The agency, meanwhile, cites a lack of employee availability throughout the pandemic as a major factor behind these persistent challenges.

USPS fell short on targets to improve or maintain customer satisfaction, and that customers, overall, were less satisfied with service in FY 2021, compared to the previous year.

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