• Project Title:
  • Customer Retail Experience
  • Start Date:
  • Monday, November 6, 2017
  • Estimated Report Release Date:
  • May 2018

With its vast network of post offices, the Postal Service has the largest retail network in the country, spanning over 31,000 locations. The experience at retail locations can significantly affect a customer’s view of the Postal Service and likelihood to use it again in the future. USPS recognizes the importance of customer service, and has identified delivering a world-class customer experience as one of its strategic goals under its Future Ready program.

Customer expectations are continually changing, but several key factors consistently contribute to a good customer experience, such as:
                    •    Engaged, satisfied, and happy employees;
                    •    Knowledgeable and helpful employees;
                    •    A welcoming atmosphere;
                    •    Limited wait time in line;
                    •    Company’s ability to take responsibility for its products and services; and
                    •    Company’s ability to stay abreast of the latest technologies.

1. While many factors contribute to the customer experience, which ones affect you the most?  

2. What customer service technologies should the Postal Service consider employing to enhance customer satisfaction?

3. What could the Postal Service do to allow its employees to be more engaged with customers?

4. What performance metrics could management use to incentivize post office employees to be more customer service aware?

Comments (9)

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  • anon

    Your online complaint form is not working. I spent a good deal of time completing it and could not submit my complaint.

    Dec 05, 2017
  • anon

    Poor customer service. Too difficult to get some one on phone. Piss poor policies that prevent employees from providing customer service. Lazy employees that won't go the extra, do bare minimum. God forbid route delivery person put 2 and 2 together to recognize shipper left off apartment #. Only been here 4 years and she cannot match name up to address of a Fourplex! However it's your policies that allow that. She will not ever get out of her vehicle or report issues. So long as she has an excuse NOT to deliver she is perfectly happy not to do so. What's even more messed up, not a phone call or ANY notification! Instead package immediately sent back before I even had the opportunity to provide apartment #. Really sad. Also know that you have micro-managers treating employees poorly. Not same Post Office as years ago where customer service was very important. No wonder why Post Office on verge of extinction! NO customer service in it's policies and prevents employees that actually care from providing customer service and it encourages lazy employees NOT to provide any customer service. DISGUSTED! Cannot count on USPS anymore! Employees eat college kids care packages every time I send homemade food. Why do I say that? EVERY package I sent with food disappears!

    Dec 03, 2017
  • anon

    Third time same problem. Tray to get answers from your 800 but they give you a number that tell you they are looking into the problem. It will take at least 3 days for them to start. Sorry, all this after 56 minutes wait. TOday, I waiting they say 50 minutes. After the 3 days nothing happened nobody called me. Today I also called the Post Office 97217 and got the same answer I got 3 months ago and 5 months ago. I send packages Flat Rate from 59645 to 97217 this time tracking says it was at Post Office on Sat 3 days after I sent, I was a holiday. TOday 11/27 say it was. At Post Office since 27. Called and got answer saying is a computer generated answer. PAckages was send to wrong Post Office because a problem in system. THey are looking into but can't be solved Same answer as before. SO now I called she will try to get package sent to correct Post Office. AS I mention, it happened before. If problem is there for month. ?????? SO now When is package going to be delivered ??????? I paid $13.50 but it will not be there on time. try to file a claim, could not finished because it will not let me go after filing some of the info. I do not know why I do this because I am almost certain I will never get answer. IM am going to call one of those TV NEWS to see if they can investigate.

    Nov 28, 2017
  • anon

    This time of the year I am always having problems with the Bushwick Post Office in Brooklyn. The letter carriers there don't either deliver the packages or the say that the package has been delivered even though it hasn't been. The employees at the Post Office are rude, the managers are unhelpful. I have packages that have been stolen by the mail carrier and I only receive it when I threaten to file a mail theft complaint. I have spoken to Consumer Affairs and they are helpful. They only refer me back to the Post Office which is the problem. I just wish that someone would investigate this Post Office.

    Nov 27, 2017
  • anon

    I am so frustrated with the Postal Service my Grandsons birthday was 10/29 I mailed his card 7 days early he never received it.3 weeks later ut was returned to me I then sent it certified mail it was supposed to be delivered11/10 never delivered now it shows to be in transit but where to whom. This is ridiculous and complete incompetence.

    Nov 25, 2017
  • anon

    This time of the year I am always having problems with the Bushwick Post Office in Brooklyn. The letter carriers there don't either deliver the packages or the say that the package has been delivered even though it hasn't been. The employees at the Post Office are rude, the managers are unhelpful. I have packages that have been stolen by the mail carrier and I only receive it when I threaten to file a mail theft complaint. I have spoken to Consumer Affairs and they are helpful. They only refer me back to the Post Office which is the problem. I just wish that someone would investigate this Post Office.

    Nov 27, 2017
  • anon

    In the same vein as Kevin's comment. Customer's expectations are often not met because of internal problems beyond the retail associates control. The staffing of post offices often is not of sufficient personnel to complete all back office tasks in a timely manner...Offices which have been DUO'd together do not have enough staff to timely get product to carriers. The tremendous increase in parcels has not had a commensurate increase in clerk time to process the new and larger amount of time consuming sorting. District management frowns on overtime, even when legitimately necessary. Your reports continually state that IOP's,etc are outdated, missing or not followed. As a result clerks are harried to such a large extent that they are not "on their game' when interacting with the public. Engagement is a 2 way street...To see an increase at the lower levels, their management must truly be engaged to assist them. "performance metrics" ha, ha...Like the pirate captain said...The beatings will continue until morale improves...

    Nov 24, 2017
  • anon

    I don't hear "snail mail" as often anymore, but I think that's because it is understood and so can be left unsaid. I certainly don't hear people speaking fondly of the USPS. The most important part of customer service; reliable, timely quick delivery. But more important than customer service is convincing people, explaining why people should value writing letters. This country has a "high school drop out crisis" because students haven't been convinced that education is a worthwhile activity. We have a similar problem: We need to sell people on the idea that writing a letter is worth their time and action. It is a worthy activity, convincing people shouldn't be a problem if we try.

    Nov 22, 2017
  • anon

    We have a great letter carrier. He's accurate, dresses professionally and the whole neighborhood likes him. Unfortunately, the CCA's who replace him are under too much pressure to meet our letter carrier's time standards and inevitably mis-deliver our mail. Last weekend, our mail went to our neighbor's house on Friday and Saturday. Luckily, our neighbors delivered our mail to us. The pressures placed upon new workers to meet standards based upon inaccurate measuring tools (DOIS, PET) has created a huge turnover in workers. In June of this year the Postal Service in our area advertised for 75 CCA positions. Only 12 people applied. Google "What's wrong with the CCA job" and can find a plethora of negative citations regarding the CCA job. Smart people don't want to work for the Postal Service anymore. High turnover industries often involve high-production service industries where little knowledge is required. Letter carriers do not fall into that category unless service is not a priority.

    Nov 21, 2017

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