USPS responded by basically saying No harm, no foul. But bonuses were given out based on mystery shopper scores. Some managers had an unfair advantage. The USPS Office Of Inspector General Released the following audit report: The Postal Service uses the Mystery Shopper Program as a diagnostic tool to measure conditions that impact customer satisfaction, […]
After USPS implemented changes to the unpopular Mystery Shopper Program, some postmasters and managers are second-guessing the decision. PR note: Three clerks in my office were disciplined for not asking all the questions under the old format. Although it is agreed that clerks cannot be disciplined for failing a Mystery Shopper Survey, Bay-Valley District management […]
Postal clerks will stop holding up the line with all those questions when you mail something. Some questions will still be needed for security reasons, but clerks no longer have to run through a litany of whether each customer wants a return receipt or insurance or other special services. It was like “Do you want […]
APWU Web News After years of APWU complaints, the Postal Service has notified the union that the Mystery Shopper Program will be altered beginning in January 2011. Retail Associates (RAs) will no longer be required to follow a precise script when waiting on customers; instead they will be permitted to “customize their questions to best […]
As the Postal Service embarks on the new fiscal year, USPS has decided to refocus its Mystery Shopper program to improve desired employee behavior and influence customer loyalty and brand recognition. “To better align with the program’s objectives and feedback from the field, the Mystery Shopper Program will become the Retail Customer Experience”, said Dean […]