U. S. Postal Service: New Focus on Improving Service Quality and Customer SatisfactionDetermines to what extent the U.S. Postal Service distributes customer satisfaction data for use internally and by Congress; whether the Service can improve the distribution of that data; what steps it is taking to use customer satisfaction and other performance data to improve customer satisfaction by improving customer service; and what additional steps it could take to improve customer satisfaction. 23 charts, tables and graphs. |
Common terms and phrases
170 metropolitan areas Baldrige BCSI business customer satisfaction Congress Consumer Advocate craft employees CSI and EXFC CSI question CSI ratings CSI Surveys customer dissatisfaction Customer Satisfaction Data Customer Satisfaction Index customer service districts CustomerPerfect delivery performance delivery service Dissemination and Potential EXFC ratings Exist to Improve field offices Fiscal Year 1994 Gallup Organization Headquarters Can Strengthen implementing improve customer satisfaction improve service Improve the Dissemination improvement efforts improving customer service incentive plans lobby mail delivery mail service MARVIN RUNYON Monitoring of Service Opinion Research Corporation Opportunities Exist Overall Planning past three months percent percentage points performance clusters performance data Planning and Monitoring post office box Postal Headquarters postal quarter Postmaster Private Express Statutes residential CSI data residential customer satisfaction responses sampling errors Service Improvement Initiatives service quality Service's performance SET payments Strengthen Its Overall survey results telephone U.S. Postal Service vending machines Vice President
Popular passages
Page 23 - Service designed to comply with all of the provisions of section 101 of this title; (2) postal operations generally, including data on the speed and reliability of service provided for the various classes of mail and types of mail service, mail volume, productivity, trends in postal operations, and analyses of the impact of internal and external factors upon the Postal Service ; (3) a listing of the total expenditures and obligations incurred by the Postal Service for the most recent fiscal year...
Page 88 - Director, Government Business Operations Issues United States General Accounting Office Washington, DC 20548-0001 Dear Mr.
Page 15 - From Red Tape to Results : Creating a Government That Works Better & Costs Less.
Page 14 - The Postal Service shall have as its basic function the obligation to provide postal services to bind the Nation together through the personal, educational, literary, and business correspondence of the people. It shall provide prompt, reliable, and efficient services to patrons in all areas and shall render postal services to all communities.
Page 14 - The United States Postal Service shall be operated as a basic and fundamental service provided to the people by the Government of the United States, authorized by the Constitution, created by Act of Congress, and supported by the people.
Page 14 - The legislation, HR 22, introduced by the Chairman of the Subcommittee on the Postal Service, House Committee on Government Reform, was based on the premise that USPS participation in competitive markets should be, to the maximum extent possible, on the same terms and conditions as those faced by its private sector competitors. As of July 2000, HR 22 was pending in the House Committee on Government Reform.
Page 17 - THE SUBCOMMITTEE ON INFORMATION, JUSTICE, TRANSPORTATION AND AGRICULTURE HOUSE COMMITTEE ON GOVERNMENT OPERATIONS...
Page 23 - Although the Postal Service has generated valuable information from its residential customer surveys since 1991, it has provided relatively little of the information to Congress.
Page 70 - Implement cost-effective procedures for headquarters units to use in monitoring and reporting the implementation and results of national service improvement initiatives to ensure that they are implemented as intended.
Page 70 - Initiatives plans to encourage a stronger commitment to prompt and reliable mail delivery and, as appropriate, use these performance data in incentive plans.