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 Service’s 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…

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Rep. Grisham Denied Entry to Conduct Unannounced Inspection of USPS Facility

Sep 20, 2018 | Press Release ALBUQUERQUE, NM – On September 20, 2018, after receiving numerous complaints from United States Postal Service (USPS) union representatives about mismanagement and poor working conditions at facilities and urging USPS Acting Inspector General Tammy Whitcomb to launch an investigation into the matter, Rep. Michelle Lujan Grisham (NM-01) attempted to…

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USPS: New tool to help resolve customer issues

USPS will soon introduce a web-based tool that will allow employees to better handle customer service issues. Customer 360 will replace eCustomer Care, the application currently used to process and track business and residential customer inquiries. The new tool will be available in Consumer Affairs offices, Customer Care Centers and Post Offices, allowing employees in…

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OIG: USPS Customer Care Centers Need to Improve

The Postal Service’s customer care centers suffer from “long hold-times for customers, abandoned calls, and customer frustration,” an IG white paper has said. The centers, which supplement online information, receive calls about specific matters including tracking a package or scheduling a delivery, as well as for general information and for dealing with complex matters. Of…

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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…

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USPS: EXFC Measurement Process replaced with Internal Service Performance Measurement System

On July 5, 2018, the Postal Regulatory Commission approved Internal Service Performance Measurement (SPM) for USPS® as the official system of record for service measurement and reporting effective October 1, 2018. This means USPS will retire the legacy External First-Class Measurement system on September 30, 2018. Internal SPM leverages the USPS workforce to randomly scan…

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USPS: New package tracking system saves time

Need to quickly determine the whereabouts of a customer’s package? There’s an app for that. The Postal Service has introduced Single Package Look-Up (SPLU), a tool that simplifies the parcel location process by combining multiple tracking systems into one application. “Package look-up can be a timely and inefficient process,” said SPLU Program Manager Jude Mossman….

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USPS: New retail kiosks offer updated features

The Postal Service is replacing its approximately 2,800 self-service kiosks with upgraded machines. The new kiosks have improved screens that offer customers an experience similar to using usps.com. “Customers can have more streamlined transactions that combine online features and retail counter service,” said Retail and Customer Service Operations Vice President Kelly Sigmon. The new kiosks…

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