Providing a positive customer experience is one of the core strategies that drive overall customer satisfaction and it remains the primary focus of our improvement efforts. We continue to promote the importance of customer service and provide customer insights through monthly videos, weekly messaging, tools and resources to inform and engage employees. We have standardized the complaint handling and resolution process by providing guidelines that give direction from initial contact through completion, with a quality resolution. Additionally, we continue to provide detailed diagnostic reports that identify Post Offices with opportunities to improve the customer experience and verbatim customer comments to provide specific feedback. We provide regular web-based information sessions to ensure our field managers know how to use these tools. Our intent is to improve processes and enhance systems in ways that support timely and thorough resolution of customer concerns and inquiries. We know that creating an organizationwide culture of responsiveness is critical in retaining our current customer base and acquiring new customers, both essential in driving revenue growth.
