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| L-R: Supv. Customer Service Tammy Allison and SSA Mary "Lou" Withers |
Ms. Mary "Lou" Withers earned a gold star for a perfect transaction!
Crossett Post Office received a 10 out of 10 on the overall customer experience and the shopper commented, "I would return to this facility for the good customer service."
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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