It has been a good
year for customers in the North Florida District. Data shows that: NFL ranked
#1 nationally in FY 2012 for overall Retail Customer Experience (RCE)
performance. Our employees continue to amaze and exceed customers’ service
expectations.
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.
Offices that recently
have achieved success are:
Alachua Florida 10
weeks in a row
Belleview Florida 5
weeks in a row
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