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First-quarter service performance scores and improving Wait Time in Line (WTIL) are the subjects of DPMG and COO Pat Donahoe’s latest Field Updates video.
The performance scores include expanded service reports on all market-dominant classes of mail, including First-Class Mail, Standard Mail and Periodicals, Package Services (including single-piece Parcel Post) and Special Services.
First-quarter results show service performance improved for all classes of mail compared to postal quarter 1 in FY 2009, except for Priority Air, which remained at 92.3 percent, and Express Mail service which dropped to 96.3 percent from last year’s 96.6 percent.
Reviewing year-to-date performance for WTIL, Donahoe reports that the average WTIL in Post Offices surveyed is just over 3 minutes. To date, WTIL performance stands at 82.7 percent. This year’s goal is for 88 percent of customers to experience a wait time in Post Office lobbies of 5 minutes or less.
In offices where wait times exceed the national goal, Donahoe reminds supervisors and employees to manage their lobby by helping customers get ready before they come to the window, and to staff retail window operations to meet customer needs.
If Dona(hoe)s lips are moving….he`d lies! While the line snakes out the door to our competitors, the window clerks are sitting in Resource Rooms out back reading Postal Manuals and Porn! What a joke! Hope you ass wipes use your pay for (Non) performance incentive monies for your medical co-pays!
How abslolutely fasinating. I am stunned and shocked because that is not happening out in our stations in Portland OR. The window staffing is reduced to such an extent that at my station there is only 1 window clerk at opening to do both passports and wait on regular customers. Many times I have a family of 5 and spend the first hour on that group with 5 passports. The other customers walk out. unfortunatley there is no mystery shop at that time. And other stations are so short staffed on purpose that they have to close the window service during the lunch hour, when that is the time that customers try to get to the PO. Don’t beleive a word he says. I think they are systematically choking the service out of customer service and it is really sad. But when the ones making the decisions are only reading reports in their plush offices their sense of reality is squewed (sp).
WTIL less than 5 minutes? What Post Office is he referring to? Alaska?
Get real. Managment from PMG on down is selling out the P O. More accurately,
if you ask any customer In Hallandale FL , WTIL is a minimum of 20+ minutes. Due to the fact of fewer computers and fewer employees. GET REAL. Does anyone up there realy care about GOOD CUSTOMER SERVICE anymore?
If they did they would all stop scanning the box mail up time at 10AM when they haven’t even touched the box mail until 9:30AM with 10 feet of 1st class , flats and parcels still sitting around. What about those customers who are promised to have their mail by 10AM, not promised to have it scanned up by 10AM.
I agree with Jani, I have a PO BOX in Hallandale FL on Federal Hwy, and during the last 3 weeks, the line has been to the door and sometimes out the door… Having put off waiting in line for 3 weeks, I finally decided I needed stamps and other services… Again out the door with only 2 clerks working.. In a line of about 40 people I moved 2 feet in 25min….. It would have taken about an hour in line to get to the front…. So I went to the Office on Hallandale Beach Blvd….. Line to the door, only 1 clerk working, and this time moved 1 foot in line in 25 min… So I went to the Automatic Machine for stamps and then took my business to UPS for shipping. I contacted the USPS via Email last week and have yet to hear anything, So I called the 1800 nbr and was told I would be contacted about my complaint…. That was 7 days ago…. The long wait in lines, and twice being told I would be contacted is not good customer service…. The USPS definately needs to hire more people…. And the employees deserve a pat on the back as they are generally friendly despite the circumstances.
This is the response, I recieved from consumer affairs in Miami regarding both Hallandale Post Offices. and I am a customer… not an employee…. “I am sorry I know its an inconvenience, alot of employees have taken retirement. our plant in Miami is very short staffed and they arent hiring and not alot can be done…. and the snowbirds are down… ” What kind of crap is that? Its obvious as a customer that the USPS is short staffed, I know about the retirements, but my gosh not alot can be done? UPPER MANAGEMENT needs to wait in outrageous lines……. Oh Not to mention the reason it took so long to hear something back, was my “claim #” was magically closed out showing they had already contacted me by phone…. HA!
What surprises me is the % of express mail, who are they kidding?
Also when I stsrted @ my station in Aguada, PR we where 7 and a casual so that makes us 8 right? we are reduced to 4 with more PO boxes to deliver by 11:00 am and everithing on the side… The window with 1 clerck untill the line goes to the door.
Anyway!!! remember to make 100% in mystery Shopper!!!! that is more important than our customers.