B-5 Service Performance and Customer Satisfaction Measurement

B-5.1 Overview of the PIR Worksheet

This worksheet includes a service review providing External First Class (EXFC) performance and Customer Satisfaction Measurement (CSM) indicators by quarter, for the four quarters prior to and four quarters after the AMP implementation. Transit Time Measurement System (TTMS) EXFC data is reported at the facility (plant) level and is available from the Enterprise Data Warehouse (EDW), Global Project, Shared Reports directory. CSM data is reported at the performance cluster (district) level and is available at http://blue.usps.gov/caweb/ckm/ckm_csm_report_menu.htm. See Exhibit B-5, Service Performance and Customer Satisfaction Measurement, for a sample.