Listen to the customer

According to national Customer Experience Measurement (CEM) data, providing necessary information, resolving issues promptly and assuming ownership of these issues are the primary factors that affect the customer’s experience with USPS.

“Customers want more from their contact experience,” said Consumer and Industry Affairs VP Maura Robinson. “They want Postal Service employees to be caring, courteous and prompt with resolving issues.”

Providing information in a clear, concise manner and following-through will show customers that employees are taking ownership of the issue. 

According to Robinson, although the Postal Service’s performance has improved, there is more that can be done. “Being helpful is important,” she said. “But employees must be responsive to customer needs and display a caring attitude in order to deliver a positive customer experience.”