The US Postal Service is planning to improve the customer experience as part of its broader effort to create new revenue sources, postal officials said November 17 at a Mailers Technical Advisory Committee meeting.
“A major goal of mine is that I want us to provide a better customer experience,” said Patrick Donahoe, deputy postmaster general and COO, who will become postmaster general December 3. “[The USPS should consider] how we do some basic things around mail acceptance and how we deal with customers at the acceptance units. We should look at changing some of those things.”
While the Postal Service reported its strongest delivery performance scores in FY 2010, which ended September 30, it did not score as well in terms of customer experience. In particular, small- and medium-sized businesses rated their customer contact as satisfactory only 52% of the time.
Continues at: Postal Service considers customer experience improvements – Direct Marketing News.
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