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Consumer Shipping and Mail

Build customer loyalty and track progress over time

Understand the drivers of customer satisfaction to improve decision-making and organizational outcomes.

CONSUMER SHIPPING
AND MAIL

The consumer shipping industry is seeing a massive shift as package volumes explode, while regular mail encounters message digitalization and the rapid adoption of cloud services. Use ACSI’s data-backed insights to better understand this changing industry landscape in the United States.

At a glance:

Consumer Shipping and Mail

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    2 major shippers, plus U.S. Postal Service (Express & Priority Mail)

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Physical condition of package received 84 82
Courtesy and helpfulness of in-store staff 83 81
Ease of tracking shipment 82 81
Quality of mobile app 81 80
Website satisfaction 81 80
Speed with which in-store purchase or other transaction was completed 82 79
Reliability of mobile app (minimal down time, crashes, lags) 81 78
Range of delivery options 79 77
Timeliness of delivery 79 76

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Consumer Shipping

Company 2021 2022 % Change
Consumer Shipping 76 74 -2.6%
FedEx 78 75 -4%
UPS 75 74 -1%
U.S. Postal Service (Express & Priority Mail) 73 70 -4%

Satisfaction Benchmarks by Industry

U.S. Postal Service

Industry 2021 2022 % Change
U.S. Postal Service 71 70 -1.4%

Connect With ACSI

Connect With ACSI

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