FedEx Leads Parcel Delivery Services in 2013 Temkin Experience Ratings

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

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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