The retail team at the Jacksonville General Mail Facility recently achieve their 10th perfect Retail Customer Experience in a row.
The team pictured below includes from left to right: Acting Manager Customer Operations Bill Spangler; Acting Officer in Charge Jacksonville, Debra Gornik; Sales and Service Distribution Associates Tanya Putmon, Pam Young, Sharon Jones, Erlinda Ruelos, Anthony Hamilton, Angela Cuffy, Vernon Lott, Glorius Rivers, and Khaquita Douglas, Supervisor Customer Service Wanda McKinney; and Marketing Manager Lucious Sumlar.
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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