The Dublin GA Post Office recently was honored for five perfect scores in a row in the Retail Customer Experience (RCE) process.
Congratulations to Sales and Services Associates Sophia Jordan, Lee Holt, Angie Coleman and Sheree Branch-Smith. Picture with the award is Supervisor Customer Service Jarrett Hilliard.
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.
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