USPS OIG Report: Service Optimization – Post Office Boxes
Our objective was to assess the management of the Postal Serviceâs PO Box program, including growth strategies.
Tag: customer experience
Exclusive Platform Launched to Rate and Review USPS Locations Nationwide
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…
USPS OIG Report: 1-800-ASK-USPS –Â Interactive Voice Response System
September 21, 2021 (RISC-WP-21-010) The Postal Serviceâs 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 systemâs containment rate â the rate of calls not transferred to agents…
USPS: Training underway for C360 tool
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 â called C360 â for several months. C360 is part of the Postal…
PMG addresses customer service, other topics in “Business Focus” video
The importance of delivering excellent customer service is discussed by Postmaster General Megan J. Brennan in her latest âBusiness Focusâ video. âWeâre a service organization, and to attract and retain customers and generate profitable revenue, we need to continue to improve the customer experience,â she says. Brennan encourages employees to deliver excellent experiences wherever they…
USPS: Employees to receive holiday mailpiece
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. âYou help Santa deliver to millions of homes. He may get all the credit, but he couldnât do it without you,â…
USPS OIG Report: Customer Retail Experience
Objective Our objective was to evaluate key factors affecting the customer experience at Postal Service retail units and identify opportunities to enhance the overall customer experience. The Postal Serviceâs vast number of post offices is the largest retail network in the country, spanning more than 30,000 Postal Service-managed retail spaces. These offices drew over 857…
USPS OIG Report: Improving the Customer Experience with USPS Customer Care Centers
While customers were satisfied with Customer Care Center (CCC) agents, one in three was not satisfied with the overall experience. The Postal Service cannot handle current CCC call volume, a problem that could worsen with parcel growth. Reducing wait times and giving agents better tools, training, and organizational support will empower them to resolve customer…