The U.S. Postal Service plans to overhaul its customer experience measurement system to allow more detailed assessment of its four main touch points: Receiving mail, sending mail, visiting the Post Office, and contacting the Postal Service.
Customers are able to rate services using either an online or a postal survey.
Katina Fields, Senior Public Relations Representative for USPS, participated in a Q&A with Loyalty360 to discuss plans for the new customer experience measurements.
What prompted the USPS to overhaul its customer....