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.

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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:


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

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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