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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ParcelDeliveryA
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:

ParcelDeliveryB

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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 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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

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