Beginning April 2017, Postal Service™ employees will notice changes to several customer experience surveys. To identify what matters most to its customers, USPS® standardized the first three questions in the following surveys:
n Retail Point-of-Sale;
n Delivery;
n Customer Care Center;
n Business Services Network;
n Enterprise Customer Care;
n usps.com; and
n Business Mail Entry Unit.
One of the standard questions in these surveys asks: “How likely are you to recommend the USPS to a friend or colleague?”
We will use this question to calculate the Net Promoter Score, an alternative measure of customer loyalty used by more than two-thirds of Fortune 1000 companies. We will also evaluate feedback from the revised surveys to improve the overall customer experience survey program in FY 2018, which begins October 1, 2017. We believe the update will simplify the surveys and increase response rates.
The current National Performance Assessment, an online system that collects metrics across the organization, will not change at this time.
USPS encourages employees to continue promoting the importance of completed customer experience surveys. If you have a question about the survey updates, please send an email to research@usps.gov.
— Customer and Market Insights,
Product Development, 4-27-17
