PENNSYLVANIA — Forbes Road Postmaster Lena Noel and Harrison City Postmaster Heather Plummer are communicating with other Postmasters with “POS for a Cause” aimed at improving customer service based on Point of Sale (POS) Customer Surveys.

The U.S. Postal Service’s POS survey collects the online responses to questionnaires found on receipts from Post Office transactions. The survey measures customer satisfaction with retail staff (efficiency, courtesy, knowledge) and the overall experience.

Manager Post Office Operations Bill Grimenstein has empowered both Noel and Plummer to promote more surveys among more than 60 offices in the region. “Every Friday, Lena and Heather recognize offices who are improving customer service using the surveys,” said Grimenstein, “Forbes Road and Harrison City have been top offices since we began this program in 2025, so it only made sense to have both Postmasters share their expertise and lead way.” Currently, both offices have 78 and 80 surveys repspectfully with a 100 percent overall satisfaction score.

This group of post offices have improved the POS OSAT (Overall Satisfaction) score from a 90.49 percent in 2025 to 95.08 percent and have doubled the number of surveys year-to-date and ranks first in the PA – 1 District whose zip codes range from 150 – 179.

“We continue demonstrating the effectiveness of providing positive customer engagement as the United States Postal Service celebrates 250 years of service to customers”, said Noel. Plummer added, “Amidst our network modernization plan to ensure long-term financial sustainability, improve service, and maintain the organization as one of America’s most valued and trusted brands, we continue to focus on every customer and every transaction to make it personal.”

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