New Tool to Help Postal Service Improve Customer Service

When it comes to customer service, the U.S. Postal Service, Washington, doesn’t rest on its laurels, so it recently launched a new measurement system designed to better understand customers’ total experience doing business with USPS at every level of the organization.

The Customer Experience Measurement (CEM) assesses end-to-end service with the Postal Service by allowing customers to provide ratings on four separate Postal Service experiences: receiving mail, sending mail, visiting the Post Office and contacting the Postal Service for assistance.