The Postal Service’s package volume surged during the holidays, and that growth is expected to continue in 2015.
“As we grow our business, we need to continue to listen to our customers and be sensitive to their needs,” says Consumer and Industry Affairs VP Jim Nemec in the latest Point of View video.
“Customer expectations are high and we must meet them,” Nemec says. “We must listen to them and act on their feedback.”
That’s why redesigned delivery surveys are being sent to small business and residential customers.
Customers are asked about their satisfaction with the overall experience with recent mail or packages they’ve received, explains Customer Experience Improvement Specialist Dennis Elliot.
Customers also are asked whether letter carriers are friendly and courteous, if they performed their job well and if tracking information was accurate.
“Over 4 million delivery survey postcards will be mailed annually,” Nemec says. “That’s about 80,000 every week.”
“This makes the delivery survey a powerful tool that we can use to make the customer experience even better,” adds Nemec.
Survey results are available on the Consumer and Industry Affairs website.