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| Postmaster Pam Thomas presents Retail Associate Venus Snider with her first Gold Star! |
Ms. Venus Snider earned her first gold star for a perfect transaction!
Jacksonville Post Office received a 10 out of 10 on the overall customer experience and the shopper commented, "The clerk was friendly and polite. When I made a comment about the product being a gift, the clerk was willing to engage in a polite inquiry who it was for, and then returned to the appropriate questions and product offerings. This interaction made the experience more personable. With a unique business in a community, the relationship building is part of the draw to return to a business The clerk provided this interaction."
The Retail Customer Experience process gives the Postal Service an objective view of our retail locations.
It can be used as a real-time snapshot of a customer interaction. It is not just about the score.
It is even more important that the results drive changes in behavior that will result in improved customer satisfaction and increased retail revenue.
The attributes measured in the Mystery Shopper program should become so commonplace to our everyday performance that if the program were to end tomorrow it would not change the customer's retail experience in any way.
Mystery shoppers record how long they spent in line, how the retail unit looked, how courteous the retail associates were, and other details about their visit.
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