Customer Experience Measurement Results
The Postal Service implemented a new Customer Experience Measurement (CEM) program in Fiscal Year 2010, providing an expanded view of the customer experience and a customer focused approach to measurement. CEM provides an end-to-end approach to assessing experience with the Postal Service from the customers’ perspective, including quality of service received.

2013 CEM Quarterly Performance PDF | HTM

Service Performance Targets FY2013 Market Dominant Products PPT

Mailing Services Measurement Results
The Postal Service™ measures service performance in terms of speed and reliability. Single-Piece First-Class Mail® includes letters, flats and parcels and is measured from collection box drop point to delivery. Presort First-Class Mail® includes commercial mail prepared by the mailers which is sorted to the finest extent required. Single-Piece First-Class Mail® International provides a measure of the domestic leg of travel for single-piece international mail.

Standard Mail® is a class of mail consisting of mailable matter that is not required to be mailed as First-Class Mail or Periodicals. Service performance for Periodicals (e.g. publications) and Package Services, which includes Parcel Post®, Bound Printed Matter, Media Mail® and Library Mail is measured from entry into the postal system to delivery. Special Services measures those services purchased in addition to the required postage such as Registered Mail™, Certified Mail™, Delivery Confirmation™, and Signature Confirmation™. Other types of service such as the timeliness of Post Office Box mail “uptimes” or the electronic transmission of data such as Confirm® are also included in Special Services.

2013 Single-Piece First-Class Mail® Quarterly Performance PDF | HTM
2013 Single-Piece First-Class Mail® Service Variance PDF | HTM

2013 Presort First –Class Mail® Quarterly Performance PDF | HTM
2013 Presort First –Class Mail® Service Variance PDF | HTM

2013 Single-Piece First –Class Mail® International Quarterly Performance PDF | HTM
2013 Single-Piece First –Class Mail® International Service Variance PDF | HTM

2013 Standard Mail® Quarterly Performance PDF | HTM
2013 Standard Mail® Service Variance PDF | HTM

2013 Periodicals Quarterly Performance PDF | HTM
2013 Periodicals Service Variance PDF | HTM

2013 Package Services Quarterly Performance PDF | HTM
2013 Package Services Service Variance PDF | HTM

2013 Special Services Quarterly Performance PDF | HTM
2013 Special Services Delivery Information / Post Office Box Services PDF | HTM