1 / 8

ACCURACY OF DELIVERY CAMPAIGN

This campaign focuses on improving mail delivery accuracy to boost customer satisfaction. It shows a significant decrease in misdeliveries and reporter experiences. The pilot sites displayed a 2% improvement in delivering mail to the correct address. Communication plans emphasize delivering right the first time. Key tools include misdelivery complaint handling processes, carrier alert cards, and accurate delivery verification cards. Service measurement elements track customer satisfaction, correct address delivery, misdelivered mail pieces, and more.

kempton
Download Presentation

ACCURACY OF DELIVERY CAMPAIGN

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. ACCURACY OF DELIVERY CAMPAIGN Consumer Affairs

  2. 3 ZIP Codes in each Pilot Site ADI/CSM Oversampling Solicited Customer Feedback Selected Best Practice Site Tools Pilot Test: PQs III and IV, FY03 ACCURACY OF DELIVERY CAMPAIGN Background

  3. ACCURACY OF DELIVERY CAMPAIGN All Pilot Sites Misdeliveries: Significant Decrease of 15 % Reporters Experiencing a Misdelivery: Significant Decrease of 11 % Results - Accuracy of Delivery Indicator (ADI)

  4. ACCURACY OF DELIVERY CAMPAIGN All Pilot Sites Showed 2 % improvement for "Delivery of mail to the correct address" category. 25 % improvement was also shown for responses in the "Delivery of forwarded mail within reasonable number of days“. Results: CSM-R (Excellent/Very Good)

  5. National Plan Consumer Affairs

  6. ADC NATIONAL PLAN Communication Plan Key Messages: • Deliver it right. First Time. Every Time. • Customers and Mailers expect accurate delivery. • Carriers and Clerks are expected to “be the final accuracy check” before delivery. Key Vehicles: • National: Existing communication vehicles (NewsLink, NewsTalk, Postal Vision, etc.). • Local: Videos, Posters, Service Talks. • Customer Brochure.

  7. ADC NATIONAL PLAN • Misdelivery Complaint Handling Process • Misdelivery Log • Carrier Alert Cards • Accurate Delivery Verification Card • Vacant Mail Box/New Resident card • Customer Letter Toolkit

  8. ADC NATIONAL PLAN Service Measurement Elements • Customer Satisfaction Measurement - Residential • Delivery of Mail to Correct Address • Received Mail Intended for a Different Address • Received Mail Addressed to a Previous Resident • Delivery of Forwarded Mail to Correct Address • Accuracy of Delivery Indicator • Percent of Mail Pieces Misdelivered • My Post Office • Number of Misdelivered Cases

More Related