Like most retailers, the Postal Service uses mystery shoppers - customers unknown to the retail staff who fill out evaluations on their shopping experience - to determine how well retail units are performing. Not every postal retail unit is visited by mystery shoppers. Only units with a certain amount of revenue are included in the mystery shopper programme.

Mystery shoppers record how long they spent in line, how the retail unit looked, how courteous the retail associates were, and other details about their visit. For example, team member are supposed to ask whether a package contains anything liquid, fragile, perishable, or potentially hazardous. Mystery shoppers are asked to note down whether anyone asked them this about their package.

Pushing the Envelope dealt with the topic of "up-selling." Some of the questions on the mystery shopper evaluation relate to which products sales associates promote to their customers. Given the variety of customers and types of transactions, the need for a uniform approach to customers is important. Is it appropriate, however, to include items generally viewed as “up-selling” in the mystery shopper programme?

Can you be certain that your team members are Up-selling. Why not use one of our trained team from our UK wide mystery shopper database. We’ll determine whether or not staff are doing through our mystery shopping programme.

Mystery Customer Evaluation Team