First Draft – 10/28/08 United States Postal Service Customer Experience Measurement System Presented by Delores Killette USPS Vice President, Consumer Advocate

First Draft – 10/28/08 Residential Customer Satisfaction Percent Excellent / Very Good / Good Fiscal Year 2

First Draft – 10/28/08 Customer Experience Measurement:  Defined by the customer  Measures all aspects of the customers’ experience;  Customer motivation  Buying process  Channel experience  Service quality  Provides insights about what experiences most affect customers’ overall relationships with us  Identifies gaps where we are not meeting customer expectations 3

First Draft – 10/28/08  Clients include: AMEX, AT&T, P&G, FedEx, Coca Cola, Marriott, Microsoft, Bank of America  35 years experience conducting customer experience programs  Established approach for transitioning large companies to Customer Experience programs  Superior analytic and reporting capabilities 4

First Draft – 10/28/08 Approach to Customer Experience Management  Customer Experience Measurement needs to begin with the customer’s objectives in mind  The Maritz Approach… from data to action NO YES NO YES NO YES Develop & Implement Appropriate Action Plan Customer-Driven Action Item Identified Do We Know Who Is Responsible for This Action Item? Do Owners Have Sufficient Understanding and Detail? Have the Relevant Business “Enablers” Been Identified? Determine Owners of Customer-Driven Action Item “Drill Down” for Clarity and Granularity Pinpoint Relevant Policies, Processes, Operations, & Other Business Enablers 5

First Draft – 10/28/08 Customer Experience Measurement Framework  Whose expectations?  What expectations?  How will we discover them?  How will we use these expectation? Frame Work Frame Work Blueprinting Measure Customer Expectations Customer Experience Mapping Data Collection Analysis & Reporting Linkage Analysis

First Draft – 10/28/08 Customer Experience Measurement Framework  Mapping:  validates and refines the list of customer experience elements  defines customer requirements for a loyal and profitable relationship  Blueprinting:  illustrates the underlying processes and flows that support the customer experience Frame Work Frame Work Blueprinting Measure Customer Expectations Customer Experience Mapping Data Collection Analysis & Reporting Linkage Analysis

First Draft – 10/28/08 Customer Experience Measurement Framework  Redesigned survey instrument  Survey residential, small/medium, and large business customers  Survey Results Provided Frame Work Frame Work Blueprinting Measure Customer Expectations Customer Experience Mapping Data Collection Analysis & Reporting Linkage Analysis

First Draft – 10/28/08 Customer Experience Measurement Framework Frame Work Frame Work Blueprinting Measure Customer Expectations Customer Experience Mapping Data Collection Analysis & Reporting Linkage Analysis  Analysis examines how customer experience influences key outcomes like satisfaction and loyalty  Customer Experience Measurement can be successfully linked to key business outcomes 9

First Draft – 10/28/08 Customer Experience Measurement Status Frame Work Frame Work Blueprinting Measure Customer Expectations Customer Experience Mapping Data Collection Analysis & Reporting Linkage Analysis  April – September 2009  Customer Expectations  Customer Experience Mapping & Blueprinting  Survey Pilot Test  October 2009  Data Collection  January 2010  PQ1 Results 10