Post Office to measure customer essential services

The postal service receives no federal tax money for support; it relies on services, postage, and the sale of products to reach every address in the nation. The postal service has more than 36,ooo locations in the US and has been named the Most Trusted Government Agency for the past five years by Ponemon Institute.

The US Postal Service has launched a new Customer Experience Measurement. Although no company name has been released as to who will be doing the assessment, customers will be able to rate the four most important elements of postal services. They are:

– Receiving mail
– Sending mail
– Visits to the post office
– Contacting the post office for services and assistance

    In the 1990’s, measurement of services was done by questions to both residences and businesses, but had not been broken down into specific service divisions. Also the measurements were done by the US Postal Service. This time, an independent company will be employed and separate ratings will evaluate the four identified elements consumers have deemed the most important.

    A large part of postal complaints concentrated on waiting in lines. Customers just don’t like to wait and equate poor service with long lines, but customer lines seem to come sporadically. The post office does hire extra help during the holiday seasons, but they are  still limited by the amount of  work stations. Long lines happen when customers come in during their lunch hours, but postal employees are entitled to eat lunch also … even if times are staggered, chances of a full staff are lessened and the downward economy has affected using more part-time employees.

    The US Postal Service employs 596,000 employees and serves millions of customers. It operates the nation’s largest retail network; in fact it is larger than McDonald’s, Starbucks, and Wal-Mart combined. The US Postal Service participates in many community projects ranging from feeding the hungry, breast cancer awareness stamps, community outreach programs, as well as  sharing  in social responsibility. Last year, the Postal Service honored 202 employees as heroes.

    While the US Post Office will always have room for improvement, community groups like the Postal Customer Council, which strive to make service more efficient, get the most of the mail, and improve mail services, are important steps working  to improve customer relations and service. Consistent measurement assessments and surveys will help the US Post Office address the current needs and trends of their customers. It’s a step in the right direction.

    Statistically from October 1 to December 31, 2009, 86.2% residential and 81.3% small and medium-sized businesses were very satisfied and mostly satisfied with the sending and receiving of mail. Delivery service ranked very high at a 95% satisfaction rate.

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    One Response to “Post Office to measure customer essential services”

    1. Kathy Clark said:

      Apr 02, 10 at 10:25 am

      It’s sad but the post office falls into the same category as most government agencies. They seem to be a little behind the curve in understanding the importance of identifying who their customers are, what their customers want and figuring out systems and processes to meet and ultimately exceed the customer expectations. Unfortunately all businesses deal with low staffing levels and the need to take lunch breaks. Successful organizations have figured out how to manage those obvious internal needs while ensuring their customers are taken care of. I personally have been in the post office, standing in line only to watch one of the employees leave their station and announce they were going to lunch. From a customer perspective that is frustrating especially if the customer is there on a lunch break and have limited time. Whether the post office is a government agency or not, whether they are funded by tax dollars or not, they need to learn what all businesses have and that is if you don’t take care of the customers, there is no business and there are no employees. It’s a hard lesson for all of us to learn.