On February 7, 2014, the Postal Service notified NAPUS of the redesign of the Point of Sale (POS) receipt based customer survey. The redesign is one of several initiatives to improve the customer experience. Research has shown that customer surveys have become the retail industry standard for obtaining customer feedback.
The redesigned POS Survey has five core questions and one open ended question. The customer is asks to rate five questions that are designed to measure customer satisfaction, sales associate knowledge, and wait time in line. The final open ended question asks the customer “What should this Post Office do to improve your satisfaction with the service you received?”
To promote this initiative the Sales and Service Associate (SSA) will be required to ask customers to complete an on-line survey and will be required to circle the URL at the bottom of the POS Receipt at the end of all customer transactions. By drawing the customer’s attention to the survey website, we can increase the response rate and gain feedback actionable feedback to improve the customer experience.
The survey will not be used as an evaluation of the SSA, nor will it be used to administer any corrective action. Additionally, there is no information that will be entered into the survey that links the customer response to SSA. The survey responses entered by the customer are rolled up into National, Area and District reports to provide data on overall customer satisfaction
Let me assure you, discipline will be issued. They are lying through their teeth.
Took the customer comment cards from the offices several years ago because they didn’t care. Why would anyone in the current environment think this has changed. Have you tried to call the 1-800-ask-USPS? What a joke! If they really cared about this worthless survey they’d invest in personnel to operate their window service and deliver the mail in a timely manner. Instead they invest in POS programing and personnel to man this operation. An operation that is completely window dressing. Why not serve the customer in the first place; thus no complaints. Right now the postal service is a one way communication stream going down to the peons. They don’t want any feedback from their local postmasters. So, exactly what is the purpose of this operation?
Translation: “I have another relative that sells another version of these machines. My kickbacks are forthcoming.”