FedEx Leads Parcel Delivery Services in 2013 Temkin Experience Ratings

March 21, 2013 Leave a comment

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the parcel delivery industry:

  • The parcel deliver industry, on average, was tied for third out of 19 industries we studied and one of four industries with an average rating of “good.
  • The average industry rating increased from 72% in 2012 to 74% in 2013.
  • The increase represented the sixth largest out of 18 industries that were in both years.
  • FedEx (45th overall) leads the industry, but only has a small lead over UPS (53rd overall) and U.S. Postal Service (64th overall).
  • FedEx has the highest score in all of the underlying components, functional, accessible, and emotional while the U.S. Postal Service is the lowest rated in all three.
  • All three firms showed modest improvement over last year, with FedEx showing the most (+2 percentage points).
  • Here’s a link to industry results from the 2012 ratings.
Download entire dataset for $395
ParcelDelivery1 ParcelDelivery2
Temkin Ratings website

Filed under Customer experience Tagged with , ,

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

Leave a Reply