Service is measured by mail transit time. Customer experience is measured by national surveys of residential and small/medium business customers. Financial performance is measured by operating income and deliveries per hour. OSHA illness and injury rates and employee responses to Voice of the Employee surveys are the measures of the workplace environment.
Beginning in FY2013, plan/targets are not set as actual survey response percentages; internally as part of the National Performance Assessment they are computed as an index of survey questions. The CEM indicator equally weights each customer experience as follows: Receiving: 25%, Sending: 25%, Post Office: 25%, Contact: 25%. In combining the residential and small/medium business results, a differential weighting of 35% residential and 65% small/medium business is applied to calculate an overall YTD CEM Performance score. Standards of performance and cell targets are based upon empirical results from the baseline years (FY2010 and FY2011) of CEM data collection. For FY2013, the CEM indicator is included in the overall corporate indicator with a weight of 5%.
