Delivery and Customer Service Issues – Silverado Station, Las Vegas, NV
Background
This report presents the results of our self-initiated audit of Delivery and Customer Service Issues – Silverado Station, Las Vegas, NV. Our objective was to assess retail and mail delivery service on selected routes at the Silverado Station – Las Vegas, Nevada. This audit was designed to provide Postal Service management with timely information on potential delivery and customer service risks at Silverado Station.
The Silverado Station is in the Nevada-Sierra District of the Western Area. The Silverado Station had 57 city routes and 13 rural routes servicing over 51,000 delivery points. Additionally, it provides retail and post office (PO) Box services to customers over four retail counters and 1,174 PO Boxes. We selected the Silverado Station based on our analysis of Enterprise Customer Care (eCC), Carriers Returning After 1800, Retail Customer Experience, and wait-time-in-line (WTIL) data. The Silverado Station had 1,971 eCC customer cases between July 1, 2018 and February 28, 2019. Roughly 88 percent of the eCC customer complaints were related to mail and packages not received or being delivered to the wrong address.