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.
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ParcelDelivery1 ParcelDelivery2
Temkin Ratings website

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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