USPS has launched a second Customer Experience Vision Activation pilot program at 16 sorting and delivery centers.
The 16 participating facilities, known as S&DCs, are:
• Atlantic Area: Charlottesville, Hampton, Richmond and Woodbridge in Virginia;
• Central Area: Bowling Green and Owensboro in Kentucky and Huntington and Martinsburg in West Virginia;
• Southern Area: Panama City, Gainesville, Lakeland and Sarasota in Florida; and
• WestPac Area: El Monte, Irvine, La Puente and Orange in California.
This second pilot will continue to measure service requests, customer satisfaction and employee availability, but adds a new metric: a point-of-sale overall satisfaction score.
The USPS Customer Experience team is training customer relations managers, operations integration managers and Post Office operations managers to serve as “CX Champions.”
CX Champions are paired with the participating S&DCs to train and provide materials to frontline employees to help them deliver better customer service.
This pilot builds on the success of the initial 90-day test case, which involved four centers and ended last July. The Binghamton, NY, facility was named the top performer and trophy winner, followed by the S&DCs in Kalamazoo, MI; Oxnard, CA; and Fort Lauderdale, FL. Employees received recognition for their efforts from USPS leadership and with pins.
Managers and supervisors at the four facilities met with employees during daily huddles to emphasize the importance of delivering good customer service. The four S&DC postmasters also met during weekly conference calls, sharing tips and best practices, recognition for their teams and recommendations for fixes based on employee feedback.
The current pilot will end May 29 with an overall top performer from each area announced in June.
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