Letter from PSA

[Peter_Spaeth]

Dear PSA Collector,

PSA continues to work on a series of initiatives designed to improve order status communication and provide better overall customer service. In my last message, I shared a series of updates as to projects in the works at PSA. Today, I would like to give you an update on those projects and introduce a few other improvements that we are making to our business.

Customer Service – our stated goal is to have 100% response time to all info@PSAcard.com emails within two business days by July 1. Furthermore, we are targeting average call wait times to be less than five minutes by July 1 as well. PSA has added more Customer Service staff members, expanded training, and employed new technology (like our new PSAbot on PSAcard.com) to elevate our level of service.

Estimated Turnaround Times Table – this feature is now live on our website. This table updates each Monday, using actual processing data from the week prior. Customers can use this information to get a more accurate estimate on our current turnaround times.

Real-Time Order Status Progress Bar – this feature is also now live within the My Account dashboard of our website. Instead of a generic "Processing" status, customers can see exactly where a submission resides within the PSA system.

Label Error Reporting – this feature will go live on Monday, August 5, right after the National. Customers will be given the opportunity to review labeling to ensure the accuracy of the information. If an error exists, collectors can report the issue directly through our website, allowing for correction before the order ships.

Additionally, please know that PSA is constantly researching and investing in new technologies to improve our product. One recent security enhancement released by PSA is the inclusion of scanned images of all products submitted at the Super Express level and higher. Regarding added security enhancements to our labels and holders, expect an announcement on new features in the coming months.

Overall, we continue to scale up at a measured pace, which has resulted in a significant improvement in our daily output of orders. Still, PSA is hiring several positions! If you have a passion for this great hobby, I encourage you to apply if your professional background is a fit for any of these spots.
Thank you for your time.
Enjoy Collecting,

Steve Sloan
President, PSA