Some of our recent blogs have considered the customer experience from a number of different angles – from the mystery shopper program to the reliability of underlying systems that support customer service. This week we ask if technology might have a role in improving the customer experience.
“Mystery shoppers” sounds like a new reality television series, but it is actually one of the tools the U.S. Postal Service uses to gauge customer service. Mystery shoppers are customers unknown to the retail staff and who fill out evaluations on their shopping experience, which helps determine how well retail units are performing.
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.”
Technology plays a huge role in the fast-moving package delivery market. Package delivery companies that skimp on innovation investments do so at their own risk.
As part of its effort to be the “shipper of choice” for customers, the U.S. Postal Service has invested millions of dollars in...
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Registered Mail might seem like a service from yesteryear in this day and age of Intelligent Mail barcodes and Informed Delivery, which give customers a sneak peek into their mail via email alerts.
But with proof of mailing and delivery along with strict rules and controls, Registered...
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Managing workhours is a critical part of helping the U.S. Postal Service realize annual productivity gains, which help offset cost increases.
That’s why it’s so important postal management uses all the tools at its disposal to improve productivity. One tool is the mail processing variance...
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The 2006 Postal Accountability and Enhancement Act (PAEA) allows the U.S. Postal Service to enter into bilateral agreements with foreign posts to promote an efficient operation of postal services with other nations. These agreements govern the exchange of international products and services...
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The U.S. Postal Service has contracts for goods and services that are managed in three systems – the Contract Authoring and Management System, the Transportation Contracting Support System, and the electronic Facilities Management System. The contracting officer (CO) is ultimately responsible...
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We are conducting an audit to assess the accuracy and reliability of city carrier labor cost attribution.
City carriers perform both office and street activities. City carrier street costs are developed separately in two distinct groups: letter routes and special purpose routes (SPR)....
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