Thursday, April 1, 2010

New customer experience measurement system for USPS

According to, the USPS will be bringing in a new tool that will allow the system to see how the consumers service is at four key touchpoints: receiving mail, sending mail, visiting the post office and contacting the Postal Service.

Delores Kettle, USPS vice president and consumer advocate, stated this about the new data collection: “Through added insights and actionable data, customer experience measurement will help the Postal Service more precisely identify customer needs across all channels and find new ways to provide greater customer service. We will now be measuring and reporting on areas that really matter to our customers, and this information will help Postal Service managers take actions to improve service.”

Read the full article here.

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