Retail Customer Experience (RCE) shops (formerly referred to as Mystery Shopper Program) will resume May 26th. The use of the mobile Point of Sale (mPOS) and Lobby Assistants will continue to be suspended where it requires close customer contact. Additionally, the RCE survey has been revised to allow an additional response option to the shopper…
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…
USPS has improved its “mystery shopper” program to simplify the evaluation process and help Post Offices address customer service issues as soon as they occur. The program — officially known as the Retail Customer Experience (RCE) — sends independently contracted mystery shoppers to Post Offices to evaluate customer service. Shoppers then document their experiences by…
The Antioch, IL, Post Office recently received its 37th consecutive perfect score on the Retail Customer Experience (RCE) survey, one of the Postal Service’s top tools to measure the quality of its customer service. This places Antioch third in the nation behind the Hazlehurst, GA, Post Office, which has 40 perfect scores, and the Middlebury,…
