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
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Inaugural year:
1994
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Updated:
annually
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Most recent data:
2023
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Companies:
2 major shippers, plus U.S. Postal Service (Express & Priority Mail)
Satisfaction Benchmarks by Company
Consumer Shipping
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Consumer Shipping | 74 | 77 | 4% |
| 1 | U.S. Postal Service (Express & Priority Mail) | 70 | 71 | 1% |
| 1 | UPS | 74 | 78 | 5% |
| 1 | FedEx | 75 | 76 | 1% |
Satisfaction Benchmarks by Industry
U.S. Postal Service
| Industry | 2022 | 2023 | % Change |
|---|---|---|---|
| U.S. Postal Service | 70 | 70 | 0% |
Consumer Shipping Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Quality of mobile app | 80 | 85 |
| Courtesy and helpfulness of in-store staff | 81 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 78 | 84 |
| Physical condition of package received | 82 | 84 |
| Ease of tracking shipment | 81 | 83 |
| Speed with which in-store purchase or other transaction was completed | 79 | 82 |
| Website satisfaction | 80 | 82 |
| Range of delivery options | 77 | 81 |
| Timeliness of delivery | 76 | 80 |
Industry averages are weighted by companies’ market shares.