• 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.

  • on Mar 6th, 2013 in Ideas Worth Exploring | 1 comment

    Powerful forces like globalization and the digital revolution are changing how, when, and where things are produced, purchased, and delivered. Look at how our shopping habits have changed in just the past few years. With your smartphone or tablet you can shop anytime, anyplace. Offshore production trends are reversing, and some manufacturing jobs are returning to the United States. And major urban areas continue to grow and link into a global transportation supergrid that connects people, commerce, and ideas. If you’re left off the grid, you could find yourself disconnected from the new global economy.

  • on Mar 4th, 2013 in Delivery & Collection | 14 comments

    Imagine if customers didn’t have to wait at home for a package delivery or have to rush home from work to retrieve a package off their front porch. Or, what if they could avoid paying a fee to receive packages at another address? With 24-hour parcel lockers, their prayers are answered.

    Last spring, the U.S. Postal Service unveiled gopost™, a self-service parcel locker system. The Postal Service is pilot-testing the 24-hour secured locker systems in the Washington, DC, area at locations such as shopping centers, grocery stores, pharmacies, and transportation hubs. Many gopost locker systems are accessible 24-hours a day, have a security camera, touch screen operations, and they provide mailing receipts.

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