USPS deliver quality results

Despite continuing economic challenges, USPS said it continues to deliver high levels of service, with 94% of customers surveyed rating USPS as “excellent, very good or good” in the period 1 July – 30 September 2009. “Customer service and satisfaction are always our priorities,” said postmaster general John Potter. “The Postal Service remains focused on its mission to provide universal, affordable service to all Americans.” Potter said he is pleased with the 94% rating – the highest in four years – and USPS will build on the achievement to reach even higher levels. Prior to the 94% rating, USPS received a 93% rating of “excellent, very good or good” for five consecutive quarters.

“We will continue to improve service,” Potter pledged. “In fact, we have implemented an even more demanding service measurement system that will allow us to see more easily where we need to focus improvement efforts,” he said.

USPS is implementing the new Customer Experience Measurement (CEM) program, effective with the start of fiscal year 2010, replacing the Customer Satisfaction Measurement program that has been in place since 1991.

CEM is designed to evaluate the total customer experience, from the buying process through service quality. Insights and information from the new measurement system will allow the Postal Service to pinpoint areas of improvement as well as better adjust to changing customer needs. The new system will allow USPS to collect and analyze data from customer surveys and other sources for a more detailed view of customer feedback.

“CEM will help the Postal Service better understand our customers’ perspective,” said vice president and consumer advocate Delores Killette. “By measuring customers’ experiences across all contact points, the Postal Service will build stronger customer relationships and become a more customer-focused organisation.”

Killette introduced the new system at today’s Board of Governors meeting, along with the fourth-quarter national performance scores. In addition to the 94% customer satisfaction rating, other highlights of on-time mail delivery scores are:

• 96% for Single-Piece First-Class Mail overnight delivery for the fourth consecutive quarter
• 95% for two-day delivery, up 1 percentage point over last quarter
• 94% for three-to-five-day delivery, up 1 percentage point over last quarter.