The Path Forward for the Postal Service Loyalty Program

Submitting OIG:

Report Description:

Our objective was to evaluate the USPS Loyalty Program’s performance, customer experience, and management. We reviewed related regulatory filings and business rules, interviewed Postal Service officials, and analyzed user feedback.

Date Issued:

Thursday, September 14, 2023

Agency Reviewed / Investigated:

U.S. Postal Service

Submitting OIG-Specific Report Number:

23-072-R23

Location(s):

Agency-Wide

Type of Report:

Audit

Questioned Costs:

Funds for Better Use:

Number of Recommendations:

Report updated under NDAA 5274:

View Document:

Attachment	Size
23-072-R23.pdf	2.77 MB

Related Open Recommendations

Recommendation Number	Recommendation Status	Significant Recommendation
1	Open	Yes
Establish performance targets aligned with the key objectives of a new loyalty program and establish parameters to actively monitor progress for effective program management.
2	Open	Yes
Develop a comprehensive communication strategy for a new loyalty program that promotes awareness of functionality for prospective, and once enrolled, ongoing customers.
3	Open	Yes
Conduct an evaluation of customer spending requirements and discounts, related to any future loyalty program, to ensure the program's design promotes customer engagement and shipping growth

Recommendation Number

Recommendation Status

Significant Recommendation

Additional Details

Open

Yes

Establish performance targets aligned with the key objectives of a new loyalty program and establish parameters to actively monitor progress for effective program management.

Open

Yes

Develop a comprehensive communication strategy for a new loyalty program that promotes awareness of functionality for prospective, and once enrolled, ongoing customers.

Open

Yes