Perfect Package Experience

Company: United States Postal Service

Year: 2017

Type: Design System

Infrastructure

On this project we created a customer experience measurement that quantifies customer satisfaction and postal performance. Perfect Package expects to provide our customers with a frictionless experience where packages are delivered during the expected delivery time, to the right location, providing proactive visibility to keep customers informed.

Problem StatemenT

Cannot report and address delivery issues in an integrated and customer-centric way

GOAL

Create a metric and reporting mechanism which will identifies issues and then address those issues in a systematic and quantifiable way

Business
Value

Improved customer experience will drive increases in revenues while lowering the costs associated with handling missed expectations

Barriers

Issue: Complex coding of base scripts for dashboard reporting

Solution: Increased documentation and support for partners

Affect to Business Value: Slows deployment

Risk: Cross departmental business units may not understand/accept a new metric

Solution: Early and frequent contact with decision-makers external to Enterprise Analytics

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Audiences

Main stakeholders of this project are functional groups and stakeholders of the United States Postal Service. Specific to this project, internal stakeholders are the main intended audience.

Importance to Customers

• World-class experience

• Trust that their package will be delivered when and where expected

• Consistent service for every package

Importance to Business

• Grows the business

• Increases market share

• Reduces costs

• Strengthens brand loyalty

Communication Channels

The following tactics were used to increase internal communication within the organization, to achieve the intended communication goals.

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Factors

Perfect Package is a CX metric that defines a frictionless package delivery from the customer’s perspective.

Score

For June 2017, there were 442.7M opportunities for the Postal Service to complete a perfect package delivery. 340.8M deliveries were “perfect” and 101.9M were “imperfect”.

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Trends

Scores were improving, with June 2017 as the highest performing month at 76.94%

Dashboard

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• Released a limited interactive dashboard on July 28, 2017.

• Continued execution of communication plan

• Completed automation of weekly data refresh process

• Incorporated end-to-end scan visibility enhancement

• And fully automated Dashboard was release by end of FY 17