USPS® is launching Delivery Done Right — the third phase of the Customer Experience Essentials program. It’s part of the Delivering a Positive Customer Experience initiative to improve customer service in telephone courtesy, customer retail visits, accurate mail delivery, and business mail entry.
Delivery Done Right emphasizes that all employees are responsible for delivering the mail safely and accurately — and making sure it’s scanned when appropriate. “When employees verify the name and address is correct on the mailpiece, the right mail is placed in the right mailbox,” said Consumer and Industry Affairs Vice President Maura Robinson.
Customers expect the Postal Service™ will deliver mail correctly, with proper delivery attempts for parcels or mailpieces requiring signatures. And, they expect to be able to track mail as it’s scanned during processing.
“When mail is delivered correctly — when delivery is done right — customers have confidence in us,” said Robinson. “And, their overall customer experience is a positive one.”
