USPS launches Customer Experience Measurement

USPS has launched a new measurement system designed to better understand customers’ total experience doing business the company. The Customer Experience Measurement (CEM) assesses end-to-end service with the Postal Service by allowing customers to provide ratings on four separate Postal Service experiences: receiving mail, sending mail, visiting the Post Office and contacting the Postal Service for assistance.
“Through added insights and actionable data, CEM will help the Postal Service more precisely identify customer needs across all channels and find new ways to provide greater customer service,” said Delores J. Killette, vice president and Consumer Advocate. “We will now be measuring and reporting on areas that really matter to our customers, and this information will help Postal Service managers take actions to improve service,” added Killette.