Cover Story

Engaged Employees Provide the Best Customer Experience

The U.S. Postal Service® continues to make employee engagement a top priority because of its commitment to employees. As Postmaster General and Chief Executive Officer Megan Brennan states, “Only through taking care of our employees can we truly take care of our customers, and ultimately, grow our business.”

Why do engaged employees provide the best customer experience? Engaged employees are enthusiastic about, involved in, and committed to their work. Gallup research has shown that employees in the top quartile of their database enhance productivity by 21 percent, profitability by 22 percent, and overall customer ratings by another 10 percent when compared to those in the bottom quartile.

Managers and supervisors can improve the engagement levels of their teams by fulfilling the essential needs of every team member. Those essential needs are summarized within the 12 elements of engagement (see

Employees must know what is expected of them at work and understand the importance of their role in fulfilling the organization’s mission. Doing so builds trust and fosters meaningful relationships.

Higher Employee Engagement = Improved Customer Experience

Increased levels of employee engagement also improves the employee experience, which ultimately improves the customer experience. Engaged employees enhance the value we provide to the American public, which is essential for business growth.

For more information about employee engagement, please send an email to or call 844-303-6424.

By The numbers. 8,500: Number of automated processing equipment pieces used by USPS to sort mail.