Cochran GA Post Office hits five perfect RCE scores

Sales and Service Clerk Tim Mullis

The Cochran GA Post Office was honored recently for achieving its fifth Retail Customer Experience (RCE) perfect score in a row.

Cochran Postmaster Joe Molewski says "I wish I had a secret to share with you, but I have been fortunate in that my entire team is very engaged and very conscientious.  They are all eager to perform their job well and do what is best for the Postal Service and for the customer every transaction."

Molewski's team includes SSAs Tim Mullis, Joan Wallace and Melissa Colemen, and Custodian Ricky Smith.

"They all go out of their way to ensure that all customers are satisfied with their shopping experience with the Post Office, which includes carrying packages to customers' cars when needed, looking up addresses and zip codes, and ensuring that all mail finds the correct home," Molewski said.  "They are true professionals."

RCE 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.