The United States Postal Service (USPS) wishes to pre-qualify suppliers who can develop, implement, manage and analyze information for a national Mystery Shopper Program. The purpose of the USPS Mystery Shopper program is to provide an independent, periodic measure of retail services that provides an objective view of our retail locations and identifies drivers that are detrimental to customer satisfaction and may inhibit revenue growth. The USPS is seeking suppliers who apply current industry best practices and demonstrate innovative approaches to providing actionable insights into employee and customer interaction. Suppliers pre-qualified as part of this process may be invited to participate in response to a solicitation(s) issued by the USPS. It is the intent of the USPS to issue a solicitation for suppliers to provide full-service Mystery Shop capabilities.
The USPS requires one supplier to provide support for the nationwide Mystery Shopper program. The USPS wants to grow revenue and increase customer satisfaction. Mystery Shopper is a process improvement tool that enables local management to assess and improve operations, which ultimately increases revenue and customer satisfaction.
Retail services are provided at approximately 38,000 post offices and contracted retail units, serving 7 million customers daily. Field management of all USPS functions, including retail, is organized into 9 areas with 81 Districts. Corporate direction is provided from USPS Headquarters in Washington, DC.
The Mystery Shopper Program provides timely and reliable data used to identify retail process improvement opportunities and analyze trends. It provides a customer “snapshot” of retail service and provides feedback about compliance to procedures and areas of retail that are vital from a customer service and/or revenue generation standpoint. The information from Mystery Shopper impacts performance at the local, area and national levels. It also provides source data for service goals for service improvement.
The Mystery Shopper Program methodology aims to gauge unit performance by conducting shops focusing on attributes deemed important to our retail customers. Mystery shoppers must follow scenarios. The shoppers will then assess the shop according to a USPS scoring method. The supplier will transmit the data for all units to the USPS Enterprise Data Warehouse. The supplier must be able to conduct mystery shops geographically throughout all of the United States up to a total of 71,000 shops per year. There are approximately 8,900 retail outlets that are shopped about 8 times per year or 2 times per quarter.