Retail Customer Experience is key to North Florida’s retail success

It has been a good year for customers in the North Florida District.  Data shows that: NFL ranked #1 nationally for overall Retail Customer Experience (RCE) performance. Our employees continue to amaze and exceed customers’ service expectations.

“Our goal is to enhance the customer experience from the time they enter our parking lots until they have completed their transaction in well maintained, fully stocked offices with friendly uniformed SSA’s offering and explaining our products and services, said District Manager Eric D. Chavez.  “Our objective is all transactions completed in less than five minutes. This is key to our RCE success.”

The RCE program's (formally known as Mystery Shopper) purpose and intent is to be a diagnostic tool used to correct conditions that are detrimental to customer satisfaction and may inhibit USPS revenue growth.

Mystery shopping gives the Postal Service an objective view of our retail locations. It can be used as a real-time snapshot of a customer interaction. It is not just about the score.

It is even more important that the results drive changes in behavior that will result in improved customer satisfaction and increased retail revenue.

The attributes measured in the Mystery Shopper program should become so commonplace to our everyday performance that if the program were to end tomorrow, it would not change the customer's retail experience in any way.

The program uses independently contracted "customers" who visit Post Offices and document their experience by answering a standardized questionnaire. Each “customer” conducts a mailing transaction to test the quality of his or her experience at a retail unit.

Retail associates must ask the required sales skills questions in order for the ideal transaction to occur. Based on the planned transaction type, the Mystery Shopper report lists the lost revenue when the retail associate does not ask the appropriate questions.