- Project Title:
- Customer Retail Experience
- Start Date:
- Monday, November 6, 2017
- Estimated Report Release Date:
- May 2018
With its vast network of post offices, the Postal Service has the largest retail network in the country, spanning over 31,000 locations. The experience at retail locations can significantly affect a customer’s view of the Postal Service and likelihood to use it again in the future. USPS recognizes the importance of customer service, and has identified delivering a world-class customer experience as one of its strategic goals under its Future Ready program.
Customer expectations are continually changing, but several key factors consistently contribute to a good customer experience, such as:
• Engaged, satisfied, and happy employees;
• Knowledgeable and helpful employees;
• A welcoming atmosphere;
• Limited wait time in line;
• Company’s ability to take responsibility for its products and services; and
• Company’s ability to stay abreast of the latest technologies.
1. While many factors contribute to the customer experience, which ones affect you the most?
2. What customer service technologies should the Postal Service consider employing to enhance customer satisfaction?
3. What could the Postal Service do to allow its employees to be more engaged with customers?
4. What performance metrics could management use to incentivize post office employees to be more customer service aware?