March 25, 2026 The Postal Service’s Consumer Advocate team acts as the “voice of the customer” throughout the organization and provides resources to help employees maintain positive customer relationships. April Callens, customer policy and engagement strategy program manager, works on the Consumer Advocate team’s goal of ensuring a good customer experience at every encounter. She … Read more
WASHINGTON, DC — The U.S. Postal Service is transforming the customer experience by introducing redesigned, technology-forward lobbies in retail locations nationwide. These modernized spaces are making it faster, easier and more convenient than ever for customers to ship and pick up mail and packages and access essential services. Customers will find upgraded lobbies featuring: 24/7 … Read more
Our objective was to assess the management of the Postal Service’s PO Box program, including growth strategies.
June 14, 2023 PostOfficeReview.org, a new platform dedicated solely to the review of the United States Postal Service (USPS) locations nationwide, announced its official launch today. The website, founded by Jim Mastrangelo and Bob Vidra, allows users to share their experiences at more than 31,000 USPS locations nationwide. The inspiration for the site came from … Read more
September 21, 2021 (RISC-WP-21-010) The Postal Service’s Interactive Voice Response (IVR) system attempts to quickly resolve a customer inquiry without transferring the caller to a customer care agent. Between fiscal year (FY) 2018 and the first eight months of FY 2021, the IVR system’s containment rate – the rate of calls not transferred to agents … Read more
USPS has begun rolling out its Customer 360 platform at Consumer Affairs offices, Customer Care Centers and Post Offices. Customer Care Centers in Troy, MI, and Edison, NJ, along with Post Offices in Capital Metro Area, have been testing the new tool — called C360 — for several months. C360 is part of the Postal … Read more
The importance of delivering excellent customer service is discussed by Postmaster General Megan J. Brennan in her latest “Business Focus” video. “We’re a service organization, and to attract and retain customers and generate profitable revenue, we need to continue to improve the customer experience,” she says. Brennan encourages employees to deliver excellent experiences wherever they … Read more
The Postal Service is using the mail to help employees get in the holiday spirit. The organization is sending employees a direct mailpiece that highlights the important role they play during the holiday season. “You help Santa deliver to millions of homes. He may get all the credit, but he couldn’t do it without you,” … Read more
