Retail Customer Experience around the North Florida District

The Keystone Heights team:  (left to right) Frank Geisenberg,
Postmaster Steven Marcus,  Wanda Traver, and Ted Stanley

Ever heard of someone doing a thing perfectly 20 or 25 times in a row? The North Florida District has several offices that have done just that--the Keystone Heights Post Office.  They have completed their 20th Retail Customer Experience with no issues!.

What is the Retail Customer Experience? Well, it 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.

Mystery shoppers record how long they spent in line, how the retail unit looked, how courteous the retail associates were, and other details about their visit. This is a wonderful milestone for this location and the new Postmaster, Steven Marcus is thrilled to be a part of a team that believes so strongly in customer service.

But don't forget the Fleming Island Office in Orange Park, FL - they received their 25th perfect shop!

Fleming Island has set the bar here in the North Florida District, particularly high. Yet several offices are striving for similar success. With dedication, a good smile, and knowledge of the customer needs they are all sure to achieve retail success. A key to their retail success is treating every customer as if they are the Mystery Shopper.