USPS Utilizes CEM Survey And Social Media To Improve Customer Experience

Positive buzz

USPS ‘friends’ online and social media

To improve the customer’s experience, the Postal Service uses feedback from the Customer Experience Measurement (CEM) survey and also monitors internet chatter — blogs, forums, tweets, news stories.

In quarter 2 of fiscal year 2012, the volume of Internet “articles” promoting usps.com, mobile barcodes and QR Codes, Every Door Direct Mail, and new stamp releases increased considerably over  the same period last year (SPLY).

The volume of tweets and blogs discussing Every Door Direct doubled in quarter 2 over SPLY with nearly twice the percentage of positive sentiments as negative sentiments.

National and local news releases announcing new stamps were widely reported by both traditional and social media. Despite negative news — a $3.3 first quarter loss — there was tremendous positive discussion of these releases.

USPS has had a presence on social media websites for some time, with something for everyone — customers, mailers and stamp collectors.

“USPS is a big topic in the social media world,” said Consumer and Industry Affairs VP Maura Robinson. “We’re analyzing what our customers have to say in order to improve their experience with us.”

Enhancing the customer experience is one of the Postal Service’s key DRIVE management strategy initiatives. (Note: the website is available only to readers using postal computers or BlackBerries).

3 thoughts on “USPS Utilizes CEM Survey And Social Media To Improve Customer Experience

  1. Sharyn Stone
    Central Region Coordinator
    55 E. Jackson Blvd.
    Suite 400
    Chicago, Il 60604
    312-986-8645
    312-986-8747 (FAX)
    (312) 786-0390 (TDD)

    Mike Gallagher
    Eastern Region Coordinator
    1401 Liberty Place
    Sicklerville, NJ 08081
    856-740-0633
    (856) 740-0742 (FAX)
    (856) 740-0715 (TDD)

    John H. Dirzius
    Northeast Region Coordinator
    5 N. Village Ave., Suite 3
    Rockville Centre, NY 11570
    (516) 678-1327
    (516) 766-0967 (FAX)
    (516) 678-1813 (TDD)

    Princella Vogel
    Southern Region Coordinator
    15055 Woodham Dr., S. 100
    Houston, TX 77073-6024
    (281) 821-9000
    (281) 821-9028 (FAX)
    (281) 447-5378 (TDD)

    Omar M. Gonzalez
    Western Region Coordinator
    1350 Old Bayshore Hwy.
    Suite 360
    Burlingame, CA 94010
    (650) 685-7402
    (650) 685-7429 (FAX)
    (650) 685-7429 (TDD)

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    Director
    Legislative & Political Department
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    Director
    Organization Department
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    Joyce B. Robinson
    Director
    Research and Education Department
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    Director
    APWU Health Plan
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    Suites K-Z
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    Director
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    Director
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    LEGISLATIVE AND POLITICAL DEPT.
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    Cliff Guffey
    President
    (202) 842-4250
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    Greg Bell
    Executive Vice President
    (202) 842-4250
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    Elizabeth Powell
    Secretary-Treasurer
    (202) 842-4215
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    Director
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  3. HOW ABOUT HAVING ENOUGH WINDOW CLERKS TO ASSIST CUSTOMERS INSTEAD OF MAKING THEM WAIT FOR 20 MINUTES, HOW ABOUT A SUPERVISOR COMING TO THE WINDOW WHEN PAGED TO HELP A CUSTOMER WITH A QUESTION? HOW ABOUT ACCESS TO THE COMPUTER ON OUR POS MACHINES INSTEAD OF GOING TO THE BACK AND GETTING ON AN OLD DELAPITAED COMPUTER THAT TAKES FOREVER TO WORK. HOW ABOUT HAVING ACCESS TO COARS IN THE WINDOW INSTEAD OF GETTING THE SUPERVISORS PASSWORD SINCE WINDOW CLERKS ARE NOT ALLOW TO GET INTO COARS AND THERE IS NEVER A SUPERVISOR AROUND TO DO IT FOR US. HOW ABOUT GETTING US CHANGE WHEN WE NEED IT INSTEAD OF US HAVING TO GET IT FROM CUSTOMERS. HOW ABOUT GETTING OUR STAMPS TO US SO WE DO NOT HAVE TO TURN CUSTOMERS AWAY BECAUSE WE DO NOT HAVE ACCESS TO THEM. HOW ABOUT GETTING US THE TRAINING WE NEED TO KEEP UP WITH ALL OF THE CHANGES THAT ARE BEING MADE INSTEAD OF US GETTING A “MEMO” WITH AS LITTLE AS MUCH INFORMATION ON IT AS POSSIBLE. OTHER THAN ALL OF THESE THINGS, I GUESS THE POST OFFICE IS REALLY INTERESTED IN THE CUSTOMER JUST BECAUSE THEY SAY SO. WHAT A JOKE.

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