(USPS: Washington) -- When it comes to customer service, the U.S. Postal Service (USPS) doesn’t rest on its laurels, so it recently launched a new measurement system designed to better understand customers’ total experience doing business with USPS at every level of the organization.

The Customer Experience Measurement (CEM) assesses end-to-end service with the USPS by allowing customers to provide ratings on four separate postal service experiences: receiving mail, sending mail, visiting the post office, and contacting the USPS for assistance.

“Through added insights and actionable data, CEM will help the postal service more precisely identify customer needs across all channels and find new ways to provide greater customer service,” says Delores J. Killette, consumer advocate and vice president of consumer affairs.

“We will now be measuring and reporting on areas that really matter to our customers, and this information will help postal service managers take actions to improve service," adds Killette.

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