NORTH ANDOVER — More than 800 people told town leaders they often go out of town for postal services rather than stand in line at the downtown post office.
A survey sent by the selectmen to residents brought 1,300 responses. Ninety-four percent said they had to wait in lines longer than five minutes at different days and times.
"That over 1,300 people took the time and energy to fill out a survey speaks to a wide concern by residents," said Town Manager Mark Rees. "For a town close to 30,000 people to have that size of post office causes some problems."
The most disturbing part of the survey, the selectmen said, was that 64 percent who responded said they regularly go to post offices in other communities to avoid long lines, meaning they miss an opportunity to visit other businesses on Main Street.
"Many people say they don't even come to the (downtown) post office anymore," said Selectman Rosemary Smedile. "They go to Andover and that is really unfortunate."
U.S. Postal Service spokesman Bob Boisselle said officials are studying the survey.
"We are going to look to see what, if anything, can be done to accommodate them," Boisselle said.
The office is open from 8 a.m. to 5 p.m. weekdays and 8 a.m. to noon on Saturdays. It's a cramped office that sits across from Town Hall. Post office boxes line the space where people wait in line. The line curves around to the door — or outside the door — if several people are waiting.
Three windows are available for service, if they are all staffed. Parking at the post office also is limited, with two spaces out front. There is limited street parking available but there is a lot across the street at Town Hall.
A majority of people who responded said that expanding hours and putting in a 24-hour, self-service kiosk would help.
But Boisselle said the U.S. Postal Service has already given out 2,500 self-service kiosks and is not planning on giving out anymore. He also encouraged people to go to the post office's Web site and order stamps by mail to keep lines shorter at the post office.
"They need a satellite office. It is just too busy here," said Ted McAloon, 69, at the post office yesterday. He said he doesn't go to another town because his post office box is at North Andover.
Rees said he plans to meet with the Lawrence postmaster to discuss the results because the North Andover post office is considered a branch of the Lawrence post office. He said he also will invite a representative from U.S. Rep. John Tierney's office to the meeting.
North Andover has one main post office downtown. A satellite post office is on the Merrimack College campus.
Selectmen have been talking about trying to improve service at the Main Street post office since last June after receiving complaints about long waits, short-staffing and limited hours.
Barbara Tomkins was at the post office at lunchtime yesterday. She said it would help to have three windows open all the time to keep the lines down. She said she comes three times a week and often only sees two windows open. She usually comes to North Andover because she has a post office box here, but she will go to other towns at tax time when the post office gets really busy.
Mike Bouchard, 37, said longer hours could help. He lives in Methuen, but works in North Andover, so he often stops by the downtown post office.
"At a quarter of five at night, the line is out the door," he said.
