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SOUTH JERSEY RATES HIGH IN POSTAL CUSTOMER SATISFACTION

 BELLMAWR, N.J., Nov. 2 /PRNewswire/ -- The South Jersey-Philadelphia area, recently rated number three on the best cities list by "Places Rated Almanac," also rates high with postal customers, according to fourth quarter Customer Satisfaction Index (CSI) results released today nationwide by the U.S. Postal Service.
 Nearly nine out of 10 households in the Postal Service's South Jersey District area surveyed for the period May 29 through Sept. 17 rate overall postal service as "Excellent," "Very good," or "Good." CSI results come from one of 37 service aspects tallied by Opinion Research Corp., Princeton, N.J., which polled 180,000 households nationwide to obtain their ratings of the U.S. Postal Service for the previous three months.
 Information from other questions, such as courtesy of employees, availability of parking, complaint handling, and condition of mail when delivered is used for diagnostic purposes to provide better service, explained Customer Service District Manager Leonard O'Leary. "While our score of 89 is up 2 percentage points over the same period last year," O'Leary said, "our success rate can certainly go higher."
 O'Leary said the improved satisfaction rating can be attributed to several local initiatives, including the formation of Customer Advisory Councils throughout the area. The councils are each comprised of consumer volunteers from within the community who provide suggestions and input for improving local postal services.
 "The advisory councils have been instrumental in helping us with other initiatives, such as adjusting our retail hours and staffing our units during peak demand," O'Leary said.
 Also released, by the accounting firm of Price Waterhouse, were quarterly results of the External First-Class Measurement System, a system that measures the percentage of over-night-committed First-Class Mail delivered on time. Within the South Jersey area, slightly more than 77 of every 100 pieces were delivered as committed.
 "Once again we are constantly making adjustments and improvements to increase this score and our overall service performance," said O'Leary. "Our goal, of course, is to deliver all mail on its committed delivery day."
 He said both of the external measurement systems provide data as a tool to build upon strengths and improve weaknesses in services provided to the area.
 "We're doing a good job and our customers appreciate it," he said. "We thank them for that. But we will continue to work to provide them even better service."
 /delval/
 -0- 11/2/93
 /CONTACT: Paul Smith of the U.S. Postal Service, 215-931-5057/


CO: U.S. Postal Service ST: New Jersey, Pennsylvania IN: SU:

MJ-MK -- PH009 -- 9604 11/02/93 11:01 EST
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Publication:PR Newswire
Date:Nov 2, 1993
Words:423
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