• on Oct 1st, 2012 in Post Offices & Retail Network | 29 comments
    The U.S. Postal Service has made improving the customer experience a priority. Postal officials see a positive customer experience as a key to revenue generation because customers are more likely to return if their experience was good. As Deputy PMG Ron Stroman noted to a gathering of postal officials in August, “Our customers have choices, they don’t have to come to us. How people are treated makes all the difference in the world.” Customer service strategies could include something as simple as a menu of services and prices on display in each Post Office. Or, a quick resolution of a customer complaint can turn a negative experience into a positive one. Other efforts might require more substantial changes, such as reconfiguring the retail space or offering extended hours in some locations. In some cases, the Postal Service’s goal of rightsizing its retail network might run counter to the customer experience, at least initially. For commercial customers, a positive customer experience might be entirely different from the retail customer. A simplified or more automated mail acceptance process may appeal to bulk mailers. Changes in service standards might not please all commercial customers, while others may be able to adapt to the changes more readily. New dropship points for mail entry and the changes these can cause to internal processes might stress some mailers. For other mailers, fewer mail entry points might help them gain efficiencies. Given the different needs and expectations of customers, the first step to a successful customer experience would be to know your customers. “One size fits all” might work for the Snuggie®, but not for the Postal Service. Commercial mailers, in particular, have urged the Postal Service to get to know their businesses and operations better. The Postal Service has worked hard over the past few years to reach out to customers and engage them in discussions on improving operations. How can the Postal Service build strong relationships with its customers and encourage customer loyalty? Would consumer and business mailer online rating systems, similar to Yelp, be a useful tool for gleaning information about customer experiences?
  • on Sep 24th, 2012 in Delivery & Collection | 3 comments
    The U.S. Postal Service recently reported that its third quarter delivery service performance results marked “all-time record service performance” across all mail categories. In particular, the Postal Service had significant improvement in delivery performance for its commercial mail products in First Class and Standard Mail. Periodicals’ on-time performance topped 80 percent for the first time since 2010, a major improvement over the 46 percent score from earlier this year. The improved service performance in the third quarter occurred while the Postal Service was in the process of consolidating 46 facilities, which some mailers feared would affect service. But initial reports suggest service has not been overtly disrupted by the consolidations, although the real test could come during the fall and holiday mailing seasons. The Postal Service recently completed this first phase of its network rationalization plan, and is now on a break from consolidation until 2013 after the election season. Postal officials have attributed the improvement in service performance to diagnostic tools that show “pinch points” and help managers to act on that information to reduce cycle times. The Intelligent Mail Barcode full-service data, which identifies many potential problems, is also helping and employees are doing outstanding work often under difficult circumstances. It will be important for the Postal Service to maintain strong service performance as volumes pick up during the fall mailing season and election mail is added to the mix. Further, the second phase of consolidations could begin in February 2013 and could have an impact on service. Finally, mailers report that they are not solely concerned with service scores but that the Postal Service delivers the mail as promised. What has been your experience with service over the past few months? Have you been affected by the consolidations? Are you concerned about phase two of the network consolidation plan?
  • on Apr 23rd, 2012 in Post Offices & Retail Network, Pricing & Rates | 9 comments
    Generally, most consumers know the rates for mailing a 1-ounce First-Class® letter. However, many don’t know the prices of other postal service offerings, such as certification, insurance, or return receipt. In some instances, some of these services must be bundled with the mailing type. Posting the rates for the more commonly used services in a convenient spot in the Post Offices would let customers know approximately how much services cost, allowing them to make informed decisions. For example, displaying rates for the first several ounce increments of First-Class mail, as well as the most commonly used rates for Express Mail and Priority Mail along with the rates for certification, insurance, and return receipt, would help mailers calculate the total purchase price. Easy access to this information would allow mailers to effortlessly make price comparisons with other providers and clearly reveal the true value the Postal Service provides to consumers. What do you think? How can the Postal Service present prices in the most effective way?

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