Taking care of business customers is a priority for the Postal Service, Consumer and Industry Affairs VP Jim Nemec says in his latest “Point of View” video.
Commercial mailers and large businesses account for 60 percent of USPS revenue, Nemec notes.
“Keeping this important customer segment satisfied is … critical to our continued success,” he says.
The Postal Service uses the Business Services Network (BSN) survey to gauge commercial customers’ satisfaction. Recent results show these customers are satisfied with the Postal Service 95 percent of the time.
“That’s a direct result of the effort BSN employees are putting into serving these very important accounts,” Nemec says.
Good communication is essential, according to Great Lakes Area Consumer and Industry Contact Manager Suzanne Slivka, who also appears in the video.
“Tell them what you’re going to do, when you’re going to do it, and follow through on those actions,” Slivka says.
When serving businesses, employees often highlight USPS promotions to help keep the customers up to date.
“In the end, it’s not about generating more surveys. It’s about satisfying our customers,” Slivka says.