We measure customer satisfaction across all touch points through efforts that include the Retail Customer Experience (RCE) program and surveys of residential and business customers. The RCE program uses mystery shoppers to conduct mailing transactions across the country and data collected from these transactions are analyzed and evaluated, allowing us to identify how to improve the customer experience.
We’re expanding customer input through digital means, such as asking customers to provide feedback by using the web address circled on their receipts. A new customer satisfaction survey was introduced on usps.com in 2015, and customers also can tell us about their mobile experience. Expanding ways in which customers respond to surveys increases opportunities for them to share their experiences — and for USPS to respond to their concerns.
Shining the lights on service: Albany, NY, Post Office
Customers at the Albany, NY, Premier Post Office now can see the great service they’re getting better than ever. That’s thanks to a lobby remodeling project that achieved showroom quality lighting while reducing energy use. The project began with a fresh coat of paint for the 24-hour lobby and installation of new counters and carpets. But who could tell? The lighting was awful. New LED lighting panels were installed in the customer lobby and PO Box section to positive customer reviews. As that work was being done, retail associates pointed out other lighting issues, including the area behind the PO Box section. That led to installation of suspended fluorescent light fixtures controlled with occupancy sensors for improved energy savings. The estimated cost to operate the new LED and upgraded fluorescent fixtures is $2,390 annually, a savings of $5,910 over previous costs. It’s all about lighting the way to better customer service.
