The Postal Service recently awarded 26 retail locations with the designation of 5-Star Banner Post Office, up from 12 in 2023.
Now in its second year, the 5-Star Banner Program honors Post Offices whose retail employees achieve high scores across a variety of customer service indicators measured by USPS, including a “mystery shopper” program, customer surveys and social media reviews.
“It’s all about positivity, highlighting our best practices, the employees and what they do every day through established criteria and targets,” said Misty Wilhelm, a USPS retail experience specialist.
The program was launched in April 2023, aligning with the Delivering for America plan to modernize USPS. Earlier versions of the program date to 2005.
To achieve a 5-Star Banner Post Office designation, an office must have a retail customer experience score of 100 percent, which measures location appearance, employee engagement and how the office meets shipping needs.
These offices also need to achieve a score of at least 95 percent on their point-of-sale satisfaction surveys and get two or more positive customer reviews on social media.
Retail associates at 5-Star Post Offices receive lapel pins. The Post Offices receive posters and other signage trumpeting the designation, which can be displayed for up to 90 days.
“We want employees to be recognized for customer-centric environments and for what they do naturally because positivity spreads. It’s contagious,” said Wilhelm.
Franklin, PA, Postmaster Lacey Stokes helped design the criteria for the program, drawing upon her experience as an 11-year USPS employee.
“I came back from a detail assignment and went over the program with my clerks, gave them the stand-up talk, explained what the program was and how to receive the recognition and my retail associates just ran with it from there,” she said.
