USPS officials are currently reviewing whether the root cause field is accurately capturing the cause of a complaint. Of those addresses, a majority of complaints occurred less than one month apart, and many had two complaints with the same USPS-assigned root cause. GAO found that about 21 percent of addresses that reported a complaint had more than one complaint. Most of these complaints-69 percent-were related to packages, such as missing or delayed packages. GAO's analysis of USPS's fiscal year 2020 residential complaints data found a total of 10.7-million residential customer complaints were reported by about 5.6 percent of the residential addresses USPS served. Most of the 10.7-million complaints USPS received in fiscal year 2020 concerned packages, and USPS analyzes C360 data to monitor timeliness in addressing these complaints. Postal Service's Five Step Customer Complaint Process USPS officials also noted ongoing efforts to educate employees on the C360 system through trainings as well as efforts to collect feedback from users to help enhance the C360 system. According to USPS officials, the C360 system, which USPS started using in 2019, captures more detailed data and has additional data fields, such as root cause, which may help officials identify service issues and analyze issues resulting in complaints. USPS collects and tracks a range of customer service and complaint information using a new software system known as Customer 360 (C360). For example, a complaint about a missing package might be referred to a local Post Office for investigation and resolution if that Post Office was the destination facility for the package. (See figure.) Once a complaint is received it is assigned to staff best positioned to respond to the issue. USPS defines a complaint as a reported service issue that is not resolved in a customer's initial contact with USPS and requires additional action to resolve. To help it serve customers, USPS has a 5-step process for addressing and resolving residential customers' complaints. The United States Postal Service (USPS) delivers mail to about 147-million residential addresses.
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