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Customer Experience Measurement (CEM) assesses and scores the customer experience for residential and small/medium business customers. Residential and small/medium business performance scores are based on survey responses from CEM (top two boxes) for specific customer experiences. Prior to FY2013, CEM scores were reported as the percentage of residential and small business survey respondents that rated their overall satisfaction with the Postal Service “very” or “mostly satisfied.” For FY2013 CEM scores for residential and small business customers have been combined to create an indicator.
Providing a positive customer experience is one of the core strategies that drives overall customer satisfaction and it remains the primary focus of our improvement efforts. We continue to promote our Customer Experience Essentials Principles through weekly messaging to inform and engage employees. Additionally, we continue to provide detailed diagnostic reports that identify Post Offices with opportunities to improve the customer experience and verbatim customer comments to provide specific feedback. We provide regular web-based information sessions to ensure our field managers know how to utilize these tools. We are reviewing our current complaint handling processes to determine gaps and identify recommendations that would positively impact customers’ experience when they contact the Postal Service. Our intent is to improve processes and enhance systems in ways that support timely and thorough resolution of customer concerns and inquiries. We know that creating an organizationwide culture of responsiveness is critical in retaining our current customer base and acquiring new customers; both essential in driving revenue growth.
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