It seems to be a local branch culture thing. You see it with USPS offices too.
Some are amazing, mail is delivered perfectly, etc.
Others cannot for the life of them match number to address, and it doesn't seem to matter who is delivering as the attitude spreads across the office.
I think a huge part of this is missing actionable feedback messages.
If USPS/UPS/FedEx had better channels for "my mail was screwed up" reporting, to a granularity necessary to isolate bad branches, I think things would clean themselves up.
As-is, customers learn to live with it and the mothership is unaware the branch is screwing up.
Some are amazing, mail is delivered perfectly, etc.
Others cannot for the life of them match number to address, and it doesn't seem to matter who is delivering as the attitude spreads across the office.
I think a huge part of this is missing actionable feedback messages.
If USPS/UPS/FedEx had better channels for "my mail was screwed up" reporting, to a granularity necessary to isolate bad branches, I think things would clean themselves up.
As-is, customers learn to live with it and the mothership is unaware the branch is screwing up.