Tag: customer experience assessments

USPS OIG Report: Postal Service Customer Experience – Delivery Surveys

Posted on by 21cpw

Background Delivery is central to the U.S. Postal Service’s mission, and the Postal Service is legally mandated to measure customer delivery experiences. To do so, the Postal Service contracts with a survey supplier to assess the delivery service sentiment of residential customers and small and medium businesses nationwide. The resultant scores have fallen short of…

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USPS OIG: Retail Customer Service Management Alert

Posted on by 21cpw

Audit Report – MS-MA-15-002 – 10/17/2014 [PDF] Introduction The U.S. Postal Service has implemented an aggressive outreach program to understand and measure the customer experience across all channels and to complete extensive customer experience assessments. As part of the outreach program, the Postal Service developed a survey to obtain critical customer feedback from retail customers….

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