USPS: Boston District’s New Mystery Shopper Board Game

August 9, 2007 by
Filed under: postal, usps, window clerks 

USPS’ Boston District Uses Monopoly-Based Game to boost Mystery Shopper scores

From USPS

Broadway, little green plastic houses and the Southern Railroad will never be the same to Boston District employees. That’s because the district’s retail team has developed a creative twist to boost its Mystery Shopper scores.

The district recently launched a contest based on Monopoly, the popular board game whose 480 million players have been aggregating real estate and making — or losing — money since 1935.

Retail associates who participate in the contest collect game points based on their mystery shop score. “This will help employees understand that excellent customer service is the object of the game,” District Manager Charles Lynch said. “The only way to win is to pass Go, which happens when the clerk earns 100 percent on a mystery shop.”

When the contest ends on Sept. 30, the retail area with the most points wins a trophy, a gift certificate and complimentary coffee and doughnuts — not as big a deal as buying Park Place, but worth the effort.

Comments

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  1. Melissa on Wed, 15th Aug 2007 11:40 am
  2. I am a USPS customer and believe that the mystery shopper program is absolutely useless. I’m tired of being asked the 5 questions everytime I have to mail something, and I know that the clerks are tired of having to ask the questions. It wastes time and is NOT good customer service.

  3. Anonymous on Sat, 23rd Feb 2008 2:56 pm
  4. I believe a class action lawsuit should be filed by the clerks to compensate for having to ask these questions each transaction. It is obvious the APWU is not going to help the clerk craft in any way. The clerks are normally “multi-tasking” with little or no help which elevates the stress level high enough without the added stress of these questions.If the person who came up with this idea would work as a SSA for one week they would understand reality vs ignorance.

  5. Mailgrrrl on Tue, 26th Feb 2008 8:52 pm
  6. Postmaster only cares about THE ALMIGHTY MYSTERY SHOPPER… screw the hundreds of other ACTUAL CUSTOMERS we serve each day– they’re the ones who suffer! These Mystery people can’t even get their own facts straight on their paperwork… we scored a 95% last time which was considered A FAILURE. The failed 5% was inaccurate, and we PROVED this fact to our postmaster… too bad HIS district boss didn’t give a damn. Where else in the universe is a 95% considered a failure anyway?? Then our office gets the 5-Star Customer Service award, one of just a few in our whole district, but the PM throws our 5-star pins in the trash since we “failed” mystery shop. What a bunch of bull.

  7. Urbarigip on Sun, 8th Jun 2008 12:20 am
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  9. business owner on Thu, 7th Aug 2008 6:51 pm
  10. I am a small business owner and have to go to the local post office every afternoon in order to mail my packages and letters. Every day I am asked if I want to send my mail a different way than the one I want to send it. It has become so aggrevating that I dread the daily visit. I can’t even get a stamp for one letter without being asked if I want to send it overnight. I know how I want to send my mail and would appreciate being able to do so without spending so much time being asked questions I am only going to say no to. I also start to feel guilty because the line starts backing up and people are in a hurry and most need to get back to work. This is nt a positive way to handle customers and should be stopped.

  11. JRH on Wed, 1st Oct 2008 2:29 pm
  12. I rest my case.