If you’ve bought stamps or mailed a package at a postal retail counter, the clerk probably directed you to a survey at the bottom of the receipt. Maybe you filled it out to compliment your helpful clerk, or to raise a concern about the appearance of the post office lobby.
No matter your feedback — good, bad, or indifferent — you were heard. The Point of Sale (POS) Survey you took is one of four primary tools the U.S. Postal Service uses to assess customer satisfaction across its various points of contact with customers. Here are the four tools and what they measure:
- The POS Survey measures the retail experience at post offices.
- The Business Service Network (BSN) Survey polls large business customers.
- The Customer Care Center (CCC) Survey focuses on the phone helpline.
- The Delivery Survey assesses the delivery experience of residential customers as well as small and medium businesses.
Altogether, the surveys ask more than 50 questions, presented in a variety of ways: satisfaction rating scales, multiple choice questions, and through open-ended responses known as “verbatims.” The data feed into the Customer Insights (CI) Index, which serves as a dashboard metric of customer satisfaction. The CI Index contributes to postal management’s pay-for-performance system and is reported to Congress and the Postal Regulatory Commission.
Our recent white paper, Postal Customer Satisfaction: A Primer of Four Surveys, researched the above surveys to better understand how they are structured. We organized the paper into five modules, the first one describing the CI Index and how it measures customer touchpoints. The other modules describe the individual surveys and note who is surveyed, what is asked, and some top-level results. We also provide some suggestions on ways to enhance the surveys.
We noted the Postal Service has a robust and evolving survey program, but some minor enhancements to the surveys would likely improve USPS’s ability to assess and act on customer sentiment. Given the Postal Service’s renewed commitment to improving customer service, gaining a more nuanced and comprehensive perspective on the postal customer’s total experience should prove invaluable.
How about you? Do you tend to fill out surveys after shopping or using a service? What encourages you or discourages you from filling out a survey? Would you be more likely to give feedback if all you had to do was push a red, yellow, or green button to register your satisfaction?