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POSTAL SCORES CONTINUE TO IMPROVE

 LANSING, Mich., April 8 /PRNewswire/ -- Customer Satisfaction surveys in the Lansing area show customers are more satisfied with their mail service than ever before. These surveys indicate that 89 percent of postal customers rate the service they receive from their local post office as good, very good, or excellent. "We saw the largest increase in respondents rating us from very good up to excellent. In other words, in many people's eyes, we went from a `B' to an `A'," noted Lansing Postmaster Donald F. Harants.
 The current Customer Satisfaction Index (CSI), that is, how the public rates the service they feel they are receiving, in on target with the national average, and two points above last Postal quarter.
 "Despite the most dramatic restructuring in USPS history, Customer Satisfaction improved. Our customers overall are happy with the service they receive from us," commented Harants.
 Harants has implemented several programs responding to expressed customer needs. He expanded window service hours at the post office downtown. Also, Delta Station is open until 6 p.m. and the Main Post Office is open until 7 p.m. to better serve customers. Harants is surveying the collection box schedule to ensure the boxes are being collected at the most convenient times for customers. Lansing postal officials are also working with local businesses to expand mutually beneficial work sharing programs. A Customer Advisory Council which is made up of citizens, mailers, and postal management meet monthly to discuss postal concerns.
 "As Postmaster, I will do everything in my power to provide the citizens of Lansing the kind of postal service they want and deserve; customers know best what they want. I have been working with the operation folks like a hand in glove to provide the very best possible mail service," concluded Harants.
 CSI is measured by Opinion Research Corp. Each postal quarter, surveys are received from 180,000 randomly selected postal customers in 170 metropolitan areas. Customers are asked to rate the Postal Service in 37 areas ranging from telephone courtesy to convenience, and from lobby services to overall satisfaction.
 -0- 4/8/93
 /CONTACT: Darla Stafford of USPS, 312-765-4996/


CO: United States Postal Service ST: Michigan IN: SU:

LD -- NY092 -- 4463 04/08/93 18:55 EDT
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Publication:PR Newswire
Date:Apr 8, 1993
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