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:
2022
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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% |