CUSTOMERS DELIVER MESSAGE TO POSTAL SERVICE: 'YOU'RE GETTING BETTER ALL THE TIME'
NEW YORK, Jan. 10 /PRNewswire/ -- Customers of the Westchester District of the U.S. Postal Service, which stretches from Westchester County to the outskirts of Albany, rated every category of local postal service much improved for fiscal year 1993, which ended in September. The findings stem from the Postal Service's Customer Satisfaction Index (CSI) -- a national, quarterly survey in which customers are asked to rate various facets of postal service, reliability, and responsiveness to customer needs. The improvement moves the Westchester District from number 35 to number 28 of the nation's 85 postal districts in overall customer satisfaction. "These results are important and promising for a number of reasons," explained Marjorie M. Brown, the district's Manager of Customer Services & Sales. "First and foremost, they reflect what our customers think about the Postal Service. Given a choice, I will always lend more credence to customer sentiment rather than the findings of some internal audit. "Secondly, the results indicate that we have attained a degree of success in our efforts to better serve our customers." Brown elaborated on the statement by pointing out that customer service is the primary objective of the Postal Service. "Nothing supersedes our goal to provide each of our customers with the best service possible, but sometimes we need to 're-focus' our efforts." That sort of "re-focusing" took place at the beginning of the fiscal year and Westchester's improving CSI scores are the result, she said. Brown stated that Westchester's postal employees are committed to go beyond the present level of customer satisfaction and continue the trend of overall improvement. "In the first quarter of the new fiscal year, we have already made a major stride by improving First-Class Mail delivery service by four percent over our performance mark at the same time last year," she pointed out. The results are part of the latest External First-Class Mail performance survey conducted by the accounting firm of Price Waterhouse. The results are also indicative of why customers in the Westchester District are giving high marks to the Postal Service and why Brown is optimistic the trend will continue. "We've got dedicated employees who now have momentum. I'm confident that combination will find success." -0- 1/10/94 /CONTACT: Andrew J. Sozzi of the U.S. Postal Service, 212-613-8755/
CO: United States Postal Service ST: New York IN: SU:
JG-CB -- NY082 -- 0656 01/10/94 15:15 EST
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|Date:||Jan 10, 1994|
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