U.S. POSTAL SERVICE TRYING TO TURN THE NUMBERS AROUND

The U.S. Postal Service often takes a beating from customers, especially when rates rise. But to its credit, the Postal Service seems to be taking complaints seriously and is working to improve on-time mail delivery.

A recent review in Southeast Missouri showed that on-time delivery surpassed the national on-time rate of 85 percent. Equally important, the customer satisfaction index in the region also has increased from good to outstanding. Cape Girardeau's overnight mail delivery was on time 92.8 percent of the time. For metered mail, the rate was even better: 95.9 percent.

The numbers are encouraging. We have been impressed with Cape Girardeau Postmaster Michael Keefe, who has shown a genuine interest in improving both service and satisfaction in this region.

But this emphasis on service spreads beyond the local level.

With half-a-billion pieces of mail to deliver every day, the Postal Service has had its ups and downs. The low came at the start of 1994 when the nationwide delivery speed fell to record numbers. Only 79 percent of first-class letters sent within overnight delivery areas arrived on time.

But since then, the numbers have been improving. The Postal Service delivered 85 percent of local mail on time nationwide this winter, its best showing since Price Waterhouse conducted the quarterly performance surveys five years ago. The recent survey covers test mailings from Dec. 10 to March 3.

At 32 cents for a local letter, U.S. mail service remains a relative bargain. But taxpayers realize the cost of the Postal Service goes well beyond the price of a stamp. The Postal Service lost $914 million in 1994, and $1.7 billion the year before. And post offices must compete with a growing dependence on fax machines, E-mail and electronic money transfers.

Postmaster General Marvin Runyon, a former auto executive hired in 1992 to revamp the Postal Service, continues to have his work cut out for him.

When the Postal Service messes up, customers are quick to criticize. But when they work to improve, the Postal Service also deserves support, especially at the local level. It is reassuring to see improvement in both customer satisfaction and on-time delivery here and nationwide.