UPS Leads Parcel Delivery Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

For the first time, UPS is the highest-rated parcel delivery service with a rating of 75% and a rank of 49th overall. FedEx came in a very close second, scoring 74% and placing 59th overall. DHL is the lowest-scoring parcel delivery service, and the only one not to receive a “good” rating. It scored 53% and came in 246th place overall.

Download entire dataset for $395

ParcelDeliveryA
Here are some additional findings from the parcel delivery industry:

  • The ratings of all parcel delivery makers in the 2014 Temkin Experience Ratings are as follows: UPS (75%), FedEx (74%), US Postal Service (72%), and DHL (53%).
  • UPS (+1 point) was the only parcel delivery company to improve its rating between 2013 and 2014.
  • FedEx (-1 point) and US Postal Service (-1 point) both declined in the ratings between 2013 and 2014.
  • Overall, the parcel delivery industry averaged a 73% rating in the 2014 Temkin Experience Ratings and placed 3rd overall out of 19 industries. It was one of only four industries to decline in the ratings since last year, decreasing its average by 0.6 percentage point.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

ParcelDeliveryB

Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

About Bruce Temkin, CCXP
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, culture, interaction design, customer service, branding 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 Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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