• on Apr 9th, 2013 in Products & Services | 37 comments

    The U.S. Postal Service has a wide spectrum of customers, from businesses and organizations to every household in the United States. Balancing the needs of these customers is no small task, yet satisfying them is essential to the Postal Service’s success. With that in mind, the Postal Service has made improving the customer experience one of the key elements of its strategic goals.

  • on Apr 9th, 2013 in Ideas Worth Exploring | 12 comments

    In 1963, the ZIP Code was introduced by the U.S. Postal Service as a means to deliver mail faster and cheaper. Fifty years later, this system has grown to provide unforeseen benefits as an infrastructure that enables commerce and organizes information. However, the ZIP Code was not universally accepted at the onset. To overcome skepticism from consumers and mailers, the Postal Service launched a creative outreach campaign led by a character called Mr. ZIP. This mailman caricature served as the primary advocate for the ZIP Code and increased public support for the idea enough to overcome the initial resistance from stakeholders. Below we interview Mr. ZIP to hear the story of the ZIP Code.

     

  • on Apr 9th, 2013 in Post Offices & Retail Network | 0 comments

    “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 Postal Service’s Retail Customer Experience (RCE) program uses mystery shoppers to objectively collect data on retail customer experiences. This information is used to drive behaviors for improving customer service, increasing retail revenues, and correcting unfavorable conditions. What kinds of things are these mystery shoppers evaluating?

     

     

  • on Mar 23rd, 2013 | 10 comments

    The federal government ships a considerable number of packages each year, primarily using FedEx and UPS. In fiscal year 2012, federal agencies spent almost $337 million on shipping services through General Services Administration (GSA) contracts. The U.S. Postal Service earned only $4.8 million of that revenue, or less than 2 percent, a recent Office of Inspector General audit report found.

  • on Mar 11th, 2013 in Ideas Worth Exploring | 8 comments

    The U.S. Postal Service adds more than 600,000 new delivery points each year, mostly in the form of new residential homes. While most new residences include cluster boxes rather than to-the-door delivery to reduce costs, delivery remains the Postal Service's largest cost center. Canada Post, which has suffered losses recently after years of profits, has introduced a $200 per address charge that it is assessing housing developers for installing community mailboxes. Canada Post claims the charge “is in keeping with how other infrastructure costs are shared by utilities and other services." Canada Post, which adds almost 200,000 new addresses a year, could earn tens of millions of dollars from the fee and it would offset the added costs of new delivery points.

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