Drilling down

USPS has tools to help Post Offices strengthen package delivery, Consumer and Industry Affairs VP Jim Nemec says in his latest “Point of View” video.

Although the Postal Service is known for its reliability, problems sometimes occur. The organization spends several million dollars each year addressing complaints from package customers.

“This is a cost we can control by finding out what causes these issues,” Nemec says.

Approximately 25-30 percent of inquiries stem from customers who want to know the whereabouts of their package, according to Delivery Strategy and Planning Manager Scott Hooper, who also appears in the video.

The Postal Service’s tools include an internal site that identifies districts with delivery issues and analytics to help develop solutions. This allows managers to “drill down” to the root causes, Hooper says.

The tools are part of the Postal Service’s broader efforts to use data and analytics to strengthen customer service.

Says Nemec: “When we all work together, we improve the customer experience. That creates loyalty to our brand.”